ESP 2052 - Technical English 2

CONTENTS

1. Chapter 1 – Introduction to Letter Writing …….….………………………… 2

2. Chapter 2 – Letters …...……………………………………………….…………14

3. Chapter 3 – Job Application Process …………………………………….… 23

4. Chapter 4 – Resume …………………………………………………………… 38

5. Chapter 5 – Preparing a Job Portfolio ……………………………………… 51

6. Chapter 6 – Interviews ………………………………………………………… 60

7. Chapter 7 – Workplace Dynamics ………………………………………….. 71

8. Chapter 8 – Workplace Ethics and Etiquette …………………………….. 80

9. Chapter 9 – Forum... ………………………………………………………….... 94

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CHAPTER 1: INTRODUCTION TO LETTER WRITING

How do you keep in touch with family and friends? Do you write letters, emails, speak
on the telephone, send cards, text using a mobile phone, or use a social networking
site such as Facebook? Sometimes we need to communicate a lot of information and
a letter or email may be the easiest way to do this. We may write a letter to mark a
special occasion or to communicate something that’s difficult to say face-to-face: for
example, a letter expressing our sympathy when somebody has died, or a letter
sending our congratulations on the birth of a new baby. These are personal letters.
Personal letters may be short or long but they are usually chatty and informal.

Formal letters are letters to people who we don’t know on a personal level. We may
need to write formal letters or emails for many different reasons. For example, we may
write to find out information, to apply for a job or a course, to make a complaint, to
give information or to send an apology. It can be helpful to look at examples of
different kinds of letters that other people have written to get an idea about how to
lay out your letter and the kind of language to use.

In today's Internet- and email-driven society, the need to write a formal letter arises
less often than in the past. However, it is still occasionally necessary to present a formal
letter to obtain information, to apply for an academic program or a job, to write
a complaint letter, or simply to express your opinion in an effective and coherent
manner.

If you’re writing a formal letter, ask yourself:

• Who am I writing to?

• Why am I writing?

• What do I need to tell them?

• What do I want them to do?

When you write a formal letter, it’s important to have all the information you need with
you, such as dates, names and addresses. If you’ve been given a contact name or a
reference number, make sure you use it as this will help the person dealing with your
letter. Keep copies of formal letters so you have a record of what you've sent, and so
you can follow up any letters at a later date.

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1.1 Tips for Formal Letter Writing

i. Be concise

State the purpose of your formal letter in the first paragraph and don't veer from
the subject. Try to avoid flowery language or long words. Keep the letter short and
to the point. This excerpt from Strunk and White's The Elements of Style (4thedition)
provides the perfect rule of thumb:

Vigorous writing is concise. A sentence should contain no unnecessary words, a

paragraph no unnecessary sentences, for the same reason that a drawing
should have no unnecessary lines and a machine no unnecessary parts. This
requires not that the writer make all sentences short, or avoid all detail and treat
subjects only in outline, but that every word tell.

i. Use the right tone

A business or formal letter should be written in a tone that is slightly more formal
than your everyday language. Avoid the following: slang or jargon; contractions
such as I'm, can't, it's; and vague words such as good and nice. Be polite and
respectful, even if you are complaining.

ii. Proofread

Proofreading is so important. Once you have written your formal letter, check the
grammar and spelling carefully. Use the spell-checker on your computer and then
read the letter over yourself as the spellchecker will not catch every error. Use a
dictionary or thesaurus, if necessary. Check the grammar and punctuation for
correctness and make sure the sentences are complete.

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It is a good idea to have someone else proofread your formal letter, even after you
have done so, as you may have overlooked errors in something that you have
read over many times. If this formal letter is important enough for you to take the
time to write, don't rush its completion. Errors will diminish the impact of the
statement or impression you are trying to make.

iii. Use proper format and presentation

Remember that the first impression is the one that lasts. Use good quality paper
and a matching envelope for your formal letter. Make sure the recipient is
addressed properly and that his or her name is spelled correctly. Equally
important—don't forget to sign the letter!

iv. Present your ideas properly

Adhering to the standard conventions of good formal letter writing and presenting
your letter attractively will ensure that your thoughts are seriously considered by
the recipient and given the attention and consideration they deserve.

1.2 Format of a Formal Letter

i. Block Format

When writing business letters, you must pay special attention to the format and
font used. The most common layout of a business letter is known as block format.
Using this format, the entire letter is left justified and single spaced except for a
double space between paragraphs.

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123 Jalan Enggang

Taman Merak Kayangan
70200 Seremban
N.Sembilan

6th June 2016

Mr James Milner
Finance Officer
JCMS Pro Rewards Sdn Bhd
19, Jalan 51/203A
Kawasan Perindustrian Sungai Dua
46050 Petaling Jaya
Selangor

Dear Mr. Milner,

RE: The subject of this letter should be written here.

The first paragraph of a typical business letter is used to state the main point of the
letter. Begin with a friendly opening; then quickly transition into the purpose of your
letter. Use a couple of sentences to explain the purpose, but do not go in to detail
until the next paragraph.

Beginning with the second paragraph, state the supporting details to justify your
purpose. These may take the form of background information, statistics or first-hand
accounts. A few short paragraphs within the body of the letter should be enough to
support your reasoning.

Finally, in the closing paragraph, briefly restate your purpose and why it is important.
If the purpose of your letter is employment related, consider ending your letter with
your contact information. However, if the purpose is informational, think about
closing with gratitude for the reader's time.

Sincerely,

_____________________

Ahmad Iskandar bin Harith

Enclosure

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ii. Indented or Semi-Block

Another widely utilized format is known as Indented or Semi-Block Style. It is similar

to the block format style except that the first line of each paragraph is indented.

123 Jalan Enggang

Taman Merak Kayangan
70200 Seremban
N.Sembilan

6th June 2016

Mr James Milner
Finance Officer
JCMS Pro Rewards Sdn Bhd
19, Jalan 51/203A
Kawasan Perindustrian Sungai Dua
46050 Petaling Jaya
Selangor

Dear Mr. Milner,

RE: The subject of this letter should be written here.

(Indent) The first paragraph of a typical business letter is used to state the main point
of the letter. Begin with a friendly opening; then quickly transition into the purpose
of your letter. Use a couple of sentences to explain the purpose, but do not go in to
detail until the next paragraph.

(Indent) Beginning with the second paragraph, state the supporting details to justify
your purpose. These may take the form of background information, statistics or first-
hand accounts. A few short paragraphs within the body of the letter should be
enough to support your reasoning.

(Indent) Finally, in the closing paragraph, briefly restate your purpose and why it is
important. If the purpose of your letter is employment related, consider ending your
letter with your contact information. However, if the purpose is informational, think
about closing with gratitude for the reader's time.

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Sincerely,

_____________________

Ahmad Iskandar bin Harith

Enclosure

1.3 Font

Another important factor in the readability of a letter is the font. The generally
accepted font is Times New Roman, size 12, although other fonts such as Arial
may be used. When choosing a font, always consider your audience. If you are
writing to a conservative company, you may want to use Times New Roman.
However, if you are writing to a more liberal company, you have a little more
freedom when choosing fonts.

1.4 Punctuation

Punctuation after the salutation and closing - use a colon (:) after the salutation
(never a comma) and a comma (,) after the closing. In some circumstances,
you may also use a less common format, known as open punctuation. For this
style, punctuation is excluded after the salutation and the closing.

1.5 Letter Components

i. HEADING

The heading consists of your address (but not your name) and the date. Telephone
numbers and email addresses are not usually included here. Using block format, the
heading goes in the top left-hand corner of the page.

123 Lorong Anggerik

Taman Melati
72000 Kuala Pilah
N.Sembilan

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ii. DATE

This should be displayed on the left-hand side of the page on the line beneath your
address and should be written in full format:

e.g. 1st January 2016 or January 1, 2016

iii. INSIDE ADDRESS

The inside address consists of the name and address of the person to whom you are
writing. This address should be displayed beneath the date on the left-hand side. You
should try to address the formal letter to a specific person, but if you do not know his
or her name, at least try to include his or her title.

Ms Shirley Taylor (name)

Customer Service Manager (title)
Pearson Books Sdn Bhd
Jalan Kenanga
56100 Cheras
Kuala Lumpur

iv. SALUTATION

The salutation in a business letter is always formal. It normally begins with the word
"Dear" and always includes the person's last name. Use every resource possible to
address your letter to an actual person.

a) Dear Sirs,

If you do not know the name of the person that you are writing to, use the greeting
"Dear Sirs,". In some circumstances it is useful to find a name, especially if you are
making a request as this will show that you have done your homework and you are
more likely to receive a response.

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b) Dear Mr Jones,
If you know the name, use one of the following titles:

Mr - for a male
Miss - for an unmarried female
Ms - for a female whose status is unknown or would prefer to remain anonymous
Dr - for a person with the status of a doctor

This should be followed by the surname only (not the first name).

v. THE SUBJECT LINE

Its inclusion can help the recipient in dealing successfully with the aims of your letter.
Normally the subject sentence is preceded with the word Subject: or Re: Subject line
may be emphasized by underlining, using bold font, or all capital letters. It is usually
placed one line below the greeting.

vi. BODY

Skip one line after the salutation and begin typing the body of the formal letter. This is
the main part of the letter. Keep in mind the rules outlined above regarding brevity
and coherence. It is best to use short, clear, logical paragraphs to state your business.
A business letter is never hand written.

In modern society there is a trend to use a shorthand writing style, for instance
replacing the word "you" with "u" or replacing the word "weekend" with "wkend", there
are many other examples. This casual approach and informal writing style can easily
be transferred, sometimes subconsciously, when a more formal style is required.

a) Introductory Paragraph

The introductory paragraph should be concise and should clearly state the
purpose, whether it is to lodge a complaint, make an enquiry or to request
something.

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b) Main Body

The main body should clearly state the points that you want to make. As a
general rule it is a good idea to keep this as to the point as possible to ensure
that the recipient remains engaged. A longer main body may be more
appropriate when making a complaint as you may require to add more detail
in order to convey the importance of what you are putting across.

c) Concluding Paragraph

The concluding paragraph should outline what action you would like the
recipient to take: to make a refund, to send you information etc.

vii. COMPLIMENTARY CLOSE AND SIGNATURE

This is the end of the letter. Skip one line after the last paragraph of the body of the
letter and type the complimentary close. Only the first word of the complimentary
close should be capitalized. It is punctuated with a comma. Leave several lines and
type (or print) your signature. Your actual handwritten signature is to be inserted
between these two printed lines, written in ink. Use blue or black ink.

a) Yours faithfully,
If you do not know the name of the person, conclude with "Yours faithfully,".

b) Yours sincerely,
If you know the name of the person, conclude with "Yours sincerely,".

c) Your signature
Sign your name, then print it underneath the signature. If it is potentially
unclear what your title would be then include this in brackets next to your
printed name.

Yours sincerely,

Ezra Johnson
________________

Ezra Johnson (Miss)

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viii. OTHERS - Initials, Enclosures, Copies

Initials are to be included if someone other than the writer types the letter. If you
include other material in the letter, put 'Enclosure', 'Enc.', or ' Encl ', as appropriate, two
lines below the last entry. “cc” means a copy or copies are sent to someone else.

If you have enclosed any documents along with the letter, such as a resume, you
should indicate this simply by typing Enclosures one line below the closing. As an
option, if you have included many documents and need to ensure that the recipient
is aware of each document, it may be a good idea to list the names.

1.6 American vs British Style

There are some differences between the UK and US format of formal letter:

American Style British Style

The heading is usually placed

According to the format but in the top right corner of the
Heading
usually aligned to the left letter
(sometimes centred)

October 19, 2015 (month-

day-year) 19 October 2015 (day-
According to the format but month-year)
Date usually Usually placed directly (or 1
aligned to the left blank line)
(two lines below the below the heading.
heading)

Dear Mr/Ms. Smith: Dear Mr./Ms. Smith,

Salutation Dear Sir or Madam: Dear Sir or Madam,
Gentlemen: Dear Sirs,

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After the salutation there is After the salutation there is a

a colon (:) comma (,)

Sincerely, Sincerely,
Complimentary
Sincerely yours, Yours sincerely,
close
Yours truly, Yours faithfully,

If you are using letterhead, do not include the sender's address at the top of the letter;
instead, begin with the date.

1.7 Parallel Structure in Professional Writing

It is important to be consistent in your wording in professional writing, particularly in

employment documents; this is called parallelism. When you are expressing ideas of
equal weight in your writing, parallel sentence structures can echo that fact and offer
you a writing style that uses balance and rhythm to help deliver your meaning. You
can use parallel structure in any kind of writing that you do, whether that writing is on
or off the job.

Incorrect:
My degree, my work experience, and ability to complete complicated projects
qualify me for the job.

Correct:
My degree, my work experience, and my ability to complete complicated projects
qualify me for the job.

Incorrect:

• Prepared weekly field payroll

• Material purchasing, expediting, and returning
• Recording OSHA regulated documentation
• Change orders
• Maintained hard copies of field documentation

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Correct:

• Prepared weekly field payroll

• Handled material purchasing, expediting, and returning
• Recorded OSHA regulated documentation
• Processed change orders
• Maintained hard copies of field documentation

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CHAPTER 2: LETTERS

2.1 Letter Of Inquiry

Letters of inquiry are requests for information from one organization to another. They
often focus on the availability, suitability and cost of certain resources that the
sender’s company needs or may need. For example, a manufacturer may send a
letter of inquiry to a parts supplier regarding the supplier’s ability to meet an upcoming
requirement, or perhaps a letter to overseas company to determine its potential
efficiency as an outsourcing resource. These letters can also be very specific and may
request detailed cost and availability information for say, a parts list.

An inquiry letter should be simple, clear and concise. This particularly important in the
case of first contacts. The recipient should be able to know immediately what the
inquiry is about. If more items/pieces of information are requested, then it is useful to
tabulate them; 1, 2, 3, etc.

Since an inquiry letter is a request, the tone should not sound authoritative. The writer
must remember that the reader may choose to give or not to give the information
especially if the letter is dominating in nature. When making an inquiry it is important
that the writer gives details about himself/herself or her/his company so that the
person who is being inquired can authenticate the source. The writer should also
inform the reader why such an inquiry is being made.

2.1.1 Format for Letter of Inquiry

Follow this format in writing a letter of inquiry:

1. In the first paragraph, identify yourself and, if appropriate, your position, and
your institution or firm.
2. In the second paragraph, briefly explain why you are writing and how you will
use the requested information. Offer to keep the response confidential if such
an offer seems reasonable.
3. List the specific information you need. You can phrase your requests as
questions or as a list of specific items of information. In either case, make
each item clear and discrete.
4. Conclude your letter by offering your reader some incentive for responding.

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Introduction

Clarify your intention in the introduction.

Tell your readers why you are writing the letter at the first place. It is your responsibility
to clarify your intent and explain your rationale of writing. You must also tell your reader
immediately what you are writing about (subject matter of your inquiry). The last
sentence basically explains about what you want.

Discussion

Specify your needs in the discussion

You must ask precise questions or list of specific topics of inquiry in order to get the
response you want and need. You must quantify. For example, rather than vaguely
asking about machinery specifications, you should ask more precisely about
“specification for the 12345XVZ printer”. Rather than asking “will the roofing material
cover a large surface?’ you need to quantify, “will the roofing material cover 130” x
120”?”

Conclusion

Conclude precisely

Firstly, explain when you need to response. Do not “Please respond as soon as
possible”. Provide dated action – tell the reader exactly when you need the answers.
Dated action does not mean you’ll get the answer when you want, but your chances
are better. Secondly, to sell your readers on the importance of this date, explain why
you need the answer by the date given.

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2.1.2 Sample of Letter of Inquiry.

11, Taman Aman Jaya,

Jalan Temenggung,
54000, Petaling Jaya,
Selangor Darul Ehsan.

2nd September 2015.

Garden Ball Trading.

87, Jalan Ilmiah,
32899, Kuala Kubu Baru,
Selangor Darul Ehsan.

Mr. Adam Maclison: Customer Service Officer

To Inquire about the Pattern Card Design of Ceiling.

We have received a number of inquiries for false ceiling for our new building.

It would be helpful if you could send us sample showing your range of suitable
ceilings and if one is available, a pattern-card of the designs in which they are
supplied.

If it is possible, can we get the reply from your company before 1 st January 2016 so
that we can further discuss regarding this matter.
Thank you.

Yours Sincerely,

Nabilah Amanda
Nabilah Amanda bt Azman.
019-22354658
[email protected]

Encl: Copy of Advertisement.

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2.2 Application Letter

A job application letter introduces your resume and CV when applying for a job
interview. It is also the platform for you to convince the employer that you meet the
requirements of the job offered. The job application letter you sent should explain to
the employer why you are qualified for the position and why you should be short-listed
for an interview.

2.2.1 Format for Letter of Application

Language used for a job application letter must be formal, convincing and sound
confident. The expressions that we use in writing give the reader an impression of
ourselves. These include level of confidence, self-esteem, attitude towards the job
and vision.

2.2.2 Tone of an Effective Job Application Letter

Introduction

The first paragraph of your letter should include the purpose of writing. Mention the
position that you are applying for and where you found the job listing. Include the
name of a mutual contact, about how you came to know of the vacancy.

Discussion

The next paragraph of your application letter should describe what you have to offer.
Mention specifically how your qualifications match the job you are applying for.
Interpret your resume and do not repeat the information.

Conclusion

Conclude your application letter by thanking the employer for considering you for the
position. Do include information on how you will follow-up. This part is to ensure that
there will be actions on the part of reader.

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2.2.3 Sample of Job Application Letter.

367, Jalan SS 22/34,

Petaling Jaya,
47400, Selangor Darul Ehsan.

15th March 2015

Zeolite Sdn Bhd.

87, Jalan SS 2/21,
46000, Selangor Darul Ehsan.

Mr. Richard Tan; Human Resource Manager.

Application for the Position of Mechatronics Engineer in Zeolite Sdn Bhd.

I am writing to apply for the programmer position advertised in The Star, dated 10 th
March 2016. The opportunity presented is very interesting and I believe that my
strong technical experience and education will make me a competitive candidate
for this position. The key strengths that I possess for success in this position include:

• I have successfully designed, developed and supported live use applications.

• I strive for continued success and excellence.
• I provide exceptional contributions to customer service for all customers.

With a Diploma in Mechatronics from German Malaysian Institute (GMi), I have full
understanding of the full life cycle of Mechatronics project. I also have experience
in learning and excelling at new machines as needed.

I enclose my resume for additional information on my experience, certified copies

of my certificates and two references.

I can be reached anytime via email [email protected] or my mobile phone 012-

3456781.

Thank you for your time and consideration. I look forward to hearing from you about
this employment opportunity.

Sincerely Yours,

Melissa Harun
Melissa binti Harun

Encl: Resume and certified copies of certificates

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2.3 Letter of Reference Request

Before a candidate is offered a job, the company will usually take up references. It is
a good idea to take along to the interview copies of the testimonials which former
employers have written about you. However, companies may still prefer to telephone
or write to referees asking for the comments on the character, personal qualities and
work performances of the person they have singled out to be offered the job. If you
have yet started work, you could give a referee your teacher or someone who has
known you for several years (not a relative).

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2.3.1 Sample of Reference/Recommendation Letter

87, Jalan Kuching,

47800, Petaling Jaya,
Selangor Darul Ehsan.

11th June 2016.

48, The Lime Trading,

Carlton,
Nottingham,
NG31 2BP.

Dear Ms. Louise Dunscombe,

Application From Ms. Adrienne Langston for The Post of Telephone Executive
(Marketing).

I have known Ms. Langston for the past 10 years as she is the daughter of a personal
friend. Since September 2015, she has been attending a Business Administration
course at Nottingham Technical College. She gained many NVQ qualifications as
well as Pitman, RSA and LCCIEB qualifications. During the past six months, she
worked part time in the administration office here at the college carrying out
general official duties.

Ms. Langston has been a conscientious student who always participated fully in
class discussions and produced excellent work within the time given frame. She
worked very hard to compile an excellent portfolio of assignments and project work
which contributed to her NVQ qualifications. Comments on her part-time work in
the administration office have been favourable and I know that her supervisors
consider her to be very helpful and hard-working.

Ms. Langston is a pleasant, sociable, courteous young lady who has a lot of
ambition for the future.

I am sure that she will be able to carry out duties involved in this post to your
satisfaction. I have no hesitation in recommending her highly.

Yours Sincerely,

Rashidah Rashid
Rashidah bt Rashid.

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2.4 Letter Of Acceptance

It is usual to write a formal letter to the company accepting the post or job offered.
Keep the letter concise and simple.

1435, Lincoln Ave,

Charleston IL 61920.

3rd July 2016.

Ms. Mary Lou Nelson Manager of Human Resources

XYZ Corporation
2901 Glenwood Ave
Chicago IL 60429

Dear Ms. Nelson:

I am writing to confirm my acceptance of your employment offer on April 20 and

to tell you how delighted I am to be joining XYZ Corporation in Chicago. The work is
exactly what I have prepared to perform and hoped to do. I feel confident that I
can make a significant contribution to the corporation, and I am grateful for the
opportunity you have given me.

As we discussed, I will report to work at 8:00 am on July 1 and will have completed
the medical examination and drug testing by the start date. Additionally, I shall
complete all employment and insurance forms for the new employee orientation.

I look forward to working with you and your fine team. I appreciate your confidence
in me and am very happy to be joining your staff.

Yours sincerely,

Sarah Rodz
Sarah B. Rodriguez.

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2.5 Letter Of Rejection

Express your appreciation for the offer and the organization’s interest. Be courteous
and respectful in order to remain on good terms for possible consideration down the
road. You may also want to offer a very brief comment about why you are declining,
such as a better fit elsewhere or your preference for another geographic region.

1211 Dickinson Drive Coral Gables,

FL 33146.

September 21st, 2015.

Ms. Jackie Jones: Vice President for Human Resources Gleeman Sachs
Address 2 New York,
NY 20012

Dear Ms. Jones:

Thank you for offering me the position of Financial Analyst with Gleeman Sachs. I
appreciate your willingness to discuss the details of the position with me and give
me time to consider your offer. It was a difficult decision to make; however, I have
accepted a position with another company. You have a great organization and
many aspects of the position are very appealing.

I appreciate your consideration throughout the interview process and also enjoyed
learning more about Gleeman Sachs. Thanks again for taking the time to consider
my candidacy. It was a pleasure meeting you and your staff.

Yours Sincerely,

Donte Williams

Donte Williams

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CHAPTER 3: JOB APPLICATION PROCESS

When faced with a job search, you might not know where to begin, especially if you
are a fresh graduate. The first thing you should do is to be aware of the job application
process. The Figure below suggests the process of recruitment that you may want to
consider when applying for a job. It is important to know how the job application
process works. This step-by-step guide to the job application process includes
information on how to search for jobs in your field of study, skimming and scanning
through job advertisements, preparing resumes and job application letters, and finally,
the interviewing and the hiring process.

Hiring
process
Enhancing
Interview
skills
Writing a winning
resume

Preparing a job application

letter

Understanding job advertisements

Searching for jobs in your field

Recruitment Process guidelines

The preliminary stages of a job application process involves a job search. However,
prior to your search it is important to decide what kind of job you want. The following
tips could help in your initial job search process:

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1. Consider the career field. Whether you are just entering this career as a fresh
graduate, or transitioning from another field or are looking to make a lateral
move, it is important to find work that is both challenging and rewarding for
you. Knowing what you don’t want to do is just as important and knowing what
you do want to do. Before you look at job advertisements, it's important to know
your skills, knowledge and experience, so that you can match yourself to roles
that suit you.
2. Assess your key strengths, weaknesses, skills and relevant qualification. Once
you are clear about the kind of job you want you can begin your search for
employment. Consider the skills required for a particular position. Feeling like
your skills are being well utilized and acknowledged is key to feeling satisfaction
at a job. Having an idea about which of your skills will be tapped, and which
you will be able to develop, is key to deciding on a worthwhile job.
3. Search for relevant jobs. Review the jobs or careers section of the company
website for insight into job openings. You may find more options for
employment in various companies via online search engines, newspapers,
recruitment agencies, career fairs etc.
4. Understand the job advertisement. Before you begin sending out resumes and
cover letters en masse, understand what the company is looking for.
Understanding the job advertisement is key to applying for the job. Also by
looking into the companies you are applying for you may get a sense of the
company’s personality and values by reading its mission statement, job
requirements and need. This information can come in handy when writing your
cover letter and in an interview situation.
5. Apply for the job. Send your application documents – printed –and sent via
post. However, more and more companies also point out in their job offers that
they will be glad to receive applications online. In that case, you can send your
documents in a PDF file. Regardless of whether you apply by post or online, the
information and documents that go to make up your application are the same.

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Consider the
career field

Apply for the

Assess your
job by
qualifications.
preparing the
background
relevant
and personality
documents.

Understand the
Search for
job
relevant jobs
advertisement

Preliminary stages of the job search

3.1 Job Search

This phase of the job search is dedicated to identifying and pursuing job leads that
align with your job goals and match your skill set. It is also important to use multiple
methods during this stage to help you find the most opportunities, including those
‘hidden’ jobs that aren’t published online. Below are some of the possible places you
may want to ‘hunt’ for possible job vacancies.

a) Online job websites

Many of us use the internet in our job search now, as there are many ways it can
take the legwork out of sorting through and applying for job vacancies. Some
examples of local job search engines are found on: www.jobstreet.com,
www.monster.com.my, www.jobscentral.com.my

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b) Other sources of advertised vacancies

In addition to the internet; newspapers, Jobcentres and trade magazines are just
some of the other places employers advertise their job vacancies. Searching
through advertised vacancies is also a great way to get ideas for jobs that might
suit you, and to get a feel for the local labour market.

c) Recruitment agencies

Recruitment agencies can take the hard work out of job searching, especially if
you have skills local employers are looking for. Agencies can specialise in
temporary work, permanent work or specific sectors. Find out how to deal with
recruitment agencies so you make sure they're working hard to find you the right
job.

d) Networking

Networking is using word of mouth to find out about the many jobs that aren't
advertised. If you learn to network effectively you'll get inside information on jobs
and careers, and build contacts who can help you find work. Applying for jobs that
aren't advertised also cuts down your competition for each vacancy. If you're not
networking already, we can help you to tap into the hidden jobs market today

Discussion: Can you name other ways you may look for jobs?

3.2 What Is A Job Advertisement?

According to the Cambridge Business English dictionary, a job advertisement is an

announcement in a newspaper, on the internet, etc. about a job that people can
apply for.

• What job advertisements mean?

Job advertisements or adverts/ ads for short, can be challenging to interpret but it's
an essential step to tailor your job application letter and resume to what the employer
wants. You could break down the job advert by asking these questions:

o What's the main purpose of the job? What are the main tasks?
o How is this role important to the company? What will its impact be?

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o What skills do they want applicants to have?

o What knowledge or experience do they want applicants to have?

Breaking down the job advert enables you to put your finger on what the employer is
after. You can then push your relevant skills and experience in your resume and cover
letter.

Sometimes you need to read between the lines, as some of the adverts can seem
very vague at first. A good idea is to print out the job advert and go through with a
highlighter picking out the key words and phrases. Make sure those keywords appear
in your resume and cover letter.

Activity 1: Underline the KEY WORDS and phrases about what is involved in the job
advertisement below. What the kind of person they are looking for?

Find your calling as a :

Door to Door Advertising Executive

The ‘One Planet Design Company’ is looking for enthusiastic and motivated sales
people to join the team. We need you to visit new clients and businesses in the
Inverness area and sell our printing and design services.

Working as part of a team you will be responsible for dealing with both regular and
new customers to achieve our business targets. You will provide a first class sales
service to our clients and offer real solutions to their design and printing needs.

To be successful you should be a smart person with a ‘can do’ approach to

business and a friendly personality. Experience is not essential and no formal
qualifications necessary as training will be given and you will receive first class
support to help you meet your sales targets.

You will need to show determination, an ability to work under pressure and be a
strong communicator.

In return we offer a competitive salary and bonus opportunities.

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If you satisfy the above requirements and would like to apply for the role. Please
apply for a short interview by telephone to:

Catherine Smart: 01234 777

Closing Date: Friday 15 September

Read the three job advertisements below:

Answer the questions about the job advertisements by writing the answers in the box.

Job 1 – Service Desk Manager Job 2 – Assistant Project Job 3 – Senior

We are currently seeking an Engineer Technician
enthusiastic Service Desk The construction and Our company is
Manager to lead our Malaysian engineering industry is seeking a Senior
IT Service Desk Team. Your role is going through massive Technician. You will be
to ensure the professional changes and incredible working for an
management and delivery of growth. With the innovative young
problem, change and incident expansion of our client’s company with a large,
management including business into Western multinational clientele.
effective communication on Australia, a new role has Due to the success of
these matters to executives as been created for a a recent pitch, we are
well as ensure the delivery of all Project engineer to be looking for an
other Service Desk functions based in Perth. exceptional
including reporting, monitoring The role as the key technicians to oversee
and first team response, etc. assistant engineering and maintain our new
Managing your expanding contact on projects will machines. This is a F/T,
team, you will ensure that all report to the Project Mon–Fri position with.
requests received are logged Manager and involves: We will provide you
and resolved within established • Monitoring and with an excellent
timeframes and have a focus on spear-heading a salary package p.a.
continual improvement in a 24/7 seven-month project and the potential for
environment. • Preparing further career growth.
Responsibilities and key sustainability reports The successful
characteristics: applicant should:

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confident negotiation skills when • Preparing a monthly • have a minimum

managing user expectations: Gant chart diploma in any
Time management of own • Maintaining strong engineering field
workload and planning of networks with • have at least 5 yrs.
day, ability to prioritise and stakeholders. experience with a
complete multiple tasks This highly regarded manufacturing
under time constraints position suits an company
Ability to lead a team on a individual with a tertiary • have the ability to
day-to-day basis within a qualification. A degree oversee/ manage
24/7 environment with all in engineering (any 5 to 10 machines at
staff working on a rotating field) is preferred but not any given time
roster essential. The role will • have an interest in
Excellent communication skills consist of regular travel F&B manufacturing
(oral and written) including to on-site locations so • be able to hold
the ability to interact well the chosen individual flexible work
with all levels of will have the capacity schedules
management and team to be away from home • have exceptional
members for up to one month. time management
Knowledge of Windows XP, Persuasive and skills
Windows 2000 server, Active individual with strong To discuss this role,
Directory negotiation skills and the contact Richard Lee;
Direct ownership of ability to forge strong please quote
incident/problem resolution business relationships will reference number
If this role sounds like you, email be regarded highly. B543017356 at h/p no.
your application to: Strong time 0123399239.
[email protected]. management and
my quoting reference number problem-solving skills are
NDQ052. attributes to success in
this challenging role as
meeting tight deadlines
is integral in this role.
Please contact Jenny
Sung at 203-77399302
for further queries.

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Reference Job number:

S65656565.

Questions

1. How do you apply for Job 1?

2. What qualifications are required for Job 3?

3. Where is Job 2 located?

4. Which job requires staff to work on a 24/7 rotating shift?

5. Which job offers a rostered day off (RDO) each month?

6. Which job prefers an applicant to have an accounting or economics degree?

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7. Which job would only suit someone who is willing and able to travel a lot?

3.3 Understanding Job Advertisement

The most important thing to find out before deciding whether to apply are what the
job actually involves and what skills you need. These details are normally called the
role description and/or personal traits/ specification.

3.3.1 Where can I find the role description and personal specification?

Job adverts come in many different sizes, from a few sentences in the classified
section of a newspaper to a full page on a website. In some cases, the role description
and person specification will be shown in the advert itself. In others, there will be a
telephone number or email address to contact for more information. There is no
standard format for the role description or person specification; sometimes they may
be written out in bullet points, but you might also just see a paragraph of text, or a
combination of both.

a) Role description

This tells you all the details you need to know about the job. This will normally include:

• Job title: what the job is actually called e.g. junior salesperson.
• Location: where the job is based.
• Hours: whether the job is full-time or part-time. Some might tell you exactly how
many hours a week you will be expected to work – such as 37 or 40 hours for full-
time. It will also tell you if the job involves working late evening or after midnight
(sometimes referred to as graveyard shift) and weekend shifts (sometimes called
anti-social hours).
• Contract: whether the job is permanent or temporary (sometimes called fixed
term) contract e.g. six months
• Salary: how much the job pays. If the job is full-time you might be given a straight
figure e.g. RM34, 000 per year (sometimes called pa or per annum). However, a
similar salary might be offered at between RM17, 000 and RM20, 000 or up to RM34,

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000 DOE (dependent on experience), which means candidates with more

experience will be offered more money. You might also see terms like RM20, 000
basic salary + overtime, which means you’ll be paid more for working more than
your set hours. If it’s a part-time job you might be told your pay per hour or per
week. In other cases the salary might be advertised pro rata. This means a
proportion of a full-time salary will be paid according to how many hours you work.
So, if you work 20 hours a week for RM20, 000 pro rata, you will be paid RM10, 000
a year.
• Duties: what the job actually involves. This might be things like ‘liaising with
customers’, ‘compiling reports for management’ or ‘stock taking and ordering.’

b) Personal specification

This is where the employer describes the type of person they are looking for.

• Experience: whether you need any previous experience in a similar job.

Depending on the position, no experience may be required. In other cases, the
employer might say that previous experience is essential or specify a set amount
e.g. ‘with a minimum of two years’ experience.’
• Essential qualities: the skills you must have for the job. These might include things
like ‘good communication skills’, ‘ability to manage workload’ and ‘excellent IT
abilities’. Some job adverts might also list ‘preferred' or 'desirable' qualities, which
are skills that aren’t essential, but could help you get the job.

3.3.2 Job Ad Lingo/ Jargon

Have you ever been confused by the words in job ads, job descriptions and person
specifications? With all the talk of 'stakeholders' and 'proactive self-starters' it can
seem like recruiters are talking in a different language!

Recruiters use language like this to sell their jobs as dynamic, cutting edge and
interesting. They're competing with other employers to make their jobs sound the best,
so they get the best applicants. The language used in job adverts are called Job Ad
jargons or sometimes referred to as Job Ad lingo.

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At first glance it can seem difficult to figure out what these buzz words mean. However,
if you cut through the jargon you'll probably find that what they're asking for is
straightforward.

You need to comprehend what the job ad is asking for. Only apply to job adverts that
are relevant to your skill and ability. Recruiter's biggest gripes revolve around irrelevant
job seeker applications.

Job seekers need to interpret job ads in a way that they only apply to job vacancies
to which their skill and abilities correspond to. Job ads can often be open to
interpretation and particularly vague regarding the job requirements. Look for
keywords pertaining to specific roles and responsibilities that correspond to your
portfolio. Also look for transferrable skills that you can apply to requirements listed in
the job ad.

Pay close attention to phrases such as, quantifiable results, return on investments(ROI),
team player, work well under pressure and target driven and ensure that your resume
and job application demonstrates your ability in those areas.

Here we take a look at some of the more common words and phrases in job ads and
work out what employers are really asking for. Not all job adverts specify the skills they
need in simple terms. Some will use vaguer words like ‘dynamic’, ‘proactive’ or
‘flexible’ instead. In general, words like this mean they’re looking for someone who is
motivated and can work on their own initiative. Many jobs will also ask for people who
are ‘team players’ – which doesn’t mean playing football, but that you can work well
with other people.

3.3.3 Examples of Job advertisement lingo/ jargon

Lingo/ jargon related to

i. Job requirements
• Core competences

These are the main skills you need to do the job. At all stages of the recruitment
process try to keep in mind the top five skills the employer is looking for.

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• Quantifiable Results

These are results that are measurable and comparable. Quantifiable results are
viewed as being more credible and a better reflection of achievements.

• Proven track record

Employers want to see evidence of your experience. If you've taken a project

from A to B, make sure you have the stats and documents to prove it. If you
work in a creative field, you should have examples of your work in a portfolio.

ii. Salary and remuneration

• OTE/ On Target Earnings

This is similar to commission based. Earnings are based on targets set ahead of
time. A salary is determined by specific targets that are either reached or not.

• CTC/Cost to Company

This refers to the total cost of the remuneration package that a company is
prepared to pay to the successful job incumbent.

• Gross Salary

This is the total basic (usually taxable and pensionable) salary that is payable
to the employee before any deductions.

• Nett Salary

The Nett income refers to the amount that is paid to the employee after all
deductions such as EPF (Employee’s Provident fund), SOCSO (Social Security
Organization), Tax and etc.

• Market Related

This term pertains to a salary that is in line with the industry standard. The best
way to find out the going rate of the role to which you are applying to is by
reviewing salary surveys. A salary survey will give you a clear indication of a
market related or industry standard salary.

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iii) Personality and character traits

• Young and dynamic

A culture that is new, fresh and possibly directed by a young group of

individuals. The company is energetic, lively and active in the market.

• Mature and established

A well-established culture of mature and skilled leaders. The organisation is

more than likely a reputable one and traditional in its operation.

• Self-starter

A self-starter can see what needs to be done, and can take action without
guidance and orders. The employer may want you to take charge of a project
at short notice and trust you to get on with it.

• Ability to communicate at all levels

The employer wants someone who can get on with people at all levels of the
company, from the people on the shop floor to the board room. They want to
know you have the common touch and the ability to communicate with
professionals. You could think of an example where you worked on a project
with a wide range of people.

iv) Work environment and work schedule

• Fast-paced/challenging/demanding environment

This means that they'd like someone who can juggle many different tasks, work
to deadlines and put in the extra time and effort to meet targets.

• Customer-focused

This means you should be able to put customers' needs first and understand
what makes them tick. You could think of an example where you dealt with a
difficult customer or came up with an idea that would appeal to customers.

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• Flexible

This means they'll probably want you to work evenings and weekends during
busy times. You might also need to travel, stay overnight and work in different
offices.

3.3.4 Some abbreviations related to Job adverts

PA: short for 'per annum', this means for the whole year - usually in reference to wages

PW: short for 'per week', this means each week - usually in reference to wages

CV: short for Curriculum Vitae

After familiarising yourself with smart ways to really read and understand a job ad,
soon you will see the results. Your job applications will automatically be more suitable
tailored and you will definitely notice more recruiter interest in your applications. Try to
look for all the clues you can find in a job ad in order to relevantly apply.

Should you apply?

Job applications take time and effort, so there’s no point applying for something
you’ve got no chance of getting when you could be looking for more suitable jobs.
So use your common sense: if it’s an advert for a human resources manager with five
years’ experience, don’t waste your time if you’ve only worked as a despatch worker.

However, if it’s a job you reasonably think you could do, don’t necessarily be put off
applying if you don’t think you fit everything on the person specification. Although this
describes the employer’s ‘ideal’ candidate, you might well have picked up some of
the skills like ‘communication’ and ‘team-working’ at school or at home.

Also, while employers may ask for previous experience, this doesn’t always have to be
in a similar job. If you’ve worked somewhere else or done some volunteering before,
think about the general skills you picked up there that could be useful here. Showing
that you can use these transferable skills flexibly and presenting them to the employer
in your application is an important skill in itself!

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3.3.5 Responding to Job Ad

The job advert will also include details of how to apply. In some cases, they might ask
you to fill out an application form. In others, they might ask you to send in a resume
and a job application letter. If you are asked to send in a job application letter/ cover
letter, go through the job specifications/requirements/experience and include short
examples of ways you demonstrated the skills they are looking for. It’s also worth going
over your resume again and rewriting the objectives to emphasise any experience
particularly suited to the job you’re applying for, and removing anything more
irrelevant.

The job advert will also include a deadline, details of who to send your application to
and sometimes a reference number. Make sure you know all of these before you send
it off so it doesn’t get there late or end up getting lost. You might have spent ages
looking for a job, but employers aren’t going to spend a second looking for your job
application if you don’t follow their instructions. For instance, if the Job advert states
an Application closing date of 20th January, 2017, then you must submit your
application by or before the 20th January, 2017.

Common Job search methods

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CHAPTER 4: RESUME

Resumes are technical as well as marketing documents that present the candidate’s
past and present performance to the prospective employers so that they can assess
his/ her future potential. In fact, a prospective employer forms his/ her first impression
of the candidate from the resume. Of course, good resume is not sufficient to get a
job; but it can help the employer to shortlist the candidates to be considered.
Employers usually have more applications than they can handle, and hence, they
naturally look for ways of narrowing down the candidates to a manageable number.
An effective resume will put the candidate into the shortlist.

4.1 Principles of Resume Writing

When you are creating a resume, follow three principles:

Clarity Honesty Preciseness

Principle of Clarity

You should write in a very clear language that is easily understandable and free from
technical jargon—unless your work in an industry that uses standard technical jargons.
Sentences that are appear ambigious should be removed from your resume. They
make your resume dull.

Principle of Honesty

Do not try to cheat your prospective emp[loyer by giving misinformation in your

resume. Although you need to provide all information in your resume, you should
disclose the information that requires to be made known. For example you have to
provide your correct current designation in the resume. Even if you manage to secure
a job by concealin g important information, you could be troble later. People losing

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their jobs after the detection of fake certificates, fake online degrees, and certificates
from unrecognised colleges are being heard of ijn the industry.

Some information need not be disclosed. For example, suppose that your company
has decided to lay off a couple of employees and you are one of them, and it has
asked you to search for another job within three months—informationsuch as this does
not have to be disclosed.

So, there is information that you must disclose, such as important facts about yourself,
and information that, if disclosed, might unfairly tarnish your reputation and affect
your candidature or pose the risk of your losing job opportunity.

Principle of of Preciseness

Do not include vague statements, such as ‘achieved my sales targets,’ in your resume.
You should ensure preciseness in your communications about yourself and be direct
in what you say. For example, ‘I achieved the sales targets for the year 2008-09 and
was voted the best salesman for the same year. Remember that you do not get more
than two pages to convey your important achievements, and you have no other
choice but to be precise. If you have some years of work experience, it is even more
important to be precise. Table 1 lists the dos and don’ts for preparing a resume.

Dos Don’ts

• Plan your resume. First jot down • Do not make your resume
the most important points. unnecessarily long.
• Spend significant time on • Do not give false information or
preparing the resume. conceal important information.
• If you have too many things to be • Avoid using technical terms and
included, highlight only the most acronyms or words that are not in
significant ones. common use.
• Keep your resume short and • Do not forget to include your
simple. complete contact details.

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• Arrange your resume in some • Do not provide unnessary

order. information in your resume.
• Focus on the strenght of the • Do not use multiple fonts styles
language you use. and sizes in your resume.
• Be clear with your career • Do not keep using a standarized
objectives. resume for all profile and jobs that
you are applying for.

Dos & Don’ts of preparing resume

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4.2 How to write a resume

Find a job for your List of key words for

resume. your resume.

Prepare your Choose a resume

resume heading. format.

Write your resume Write your summary

job objective. qualifications.

State your resume

List your work
achievement
experience.
statements.

State your
List your education community service
qualification. & other lists on your
resume.

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4.3 Types of resume

There are three types of resume: chronological, functional, and hybrid (also
called combination resume). Each type has its own advantages, and the one we
choose will probably depend on the specific job description that we apply for and
our past accomplishments.

1) Chronological resume

The chronological resume emphasizes education and work experience and is

most effective when such experience clearly relates to the job we are seeking. Within
the category Education, Work Experience, and Related Experience (if there is such a
section), list entries in reverse order, beginning with the most recent experience. Under
each position listed under Work Experience, describe responsibilities handled and
accomplishments, emphasizing on relevant experience with the skill set required for
the job that one seeks. In case of recent graduates, listing the education first makes
sense. The chronological approach is the most common way of organizing the
information in a resume, and it is preferred by most employers.

Chronological résumés include four main sections:

1) Current name and contact information.

2) Summary of qualifications/accomplishments.

• This is a snapshot of your key skills & accomplishments that can be substantiated
by your work experiences. This information can also be presented in a profile.

3) Work history described with key duties, knowledge and accomplishments.

• This information is listed per employment experience, with most recent

experience first, along with the company names and locations.

4) Education and/or additional development/training (i.e. professional development

courses)

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Majid Iyer
Name in a bigger font to provide better visibility.

Address:
Attach colored passport photo.

No. 17, Jalan SS20/11A,

Clear and complete address with
47300 Petaling Jaya, contact details. This will make it
easier for the employer to contact
Selangor Darul Ehsan. Shankar.

Mobile: 010-1111111

Email: [email protected]

Professional Experience:
Note that Shankar’s experience has been
arranged chronologically. Since he has only
Organization: William Limited Sdn.Bhd. worked with two companies, he has used a
chronological way of giving his experience.
From: January 2008 to present
Note that he does not use ‘I’ anywhere and
gives precise information in the bulleted
Designation: Education and Development format. Although he might have many other
achievements apart from the ones
• Responsible for the training of new joinees. mentioned, he puts across only the key
responsibility areas.
• Reporting of key education and development related
data to the senior management.
• Responsible for continuous education of the employees.
• Providing a platform of interaction with campuses abroad.
Organisation: Ameen Institute of Management

From: December 2005 to December 2007

Clear headings that will make it easier for
Designation: Lecturer the recruiter to scan through the sections
easily. The details are clearly laid out.

• Delivered lectures for MBA students for 16 hours a week.

• Worked towards the development of the students.
• Single-handedly arranged an international conference.

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Shankar puts in the major and latest

educational qualifications. This will help
Educational Qualification:
the recruiter decide whether he has the
right qualification for the job.
2005 to 2007: MA in Economics from Annamalai University

2001 to 2003: MBA from ABC Management studies, Pune

The purpose of reference is to find a peer or supervisor that you have worked with that will
talk to you the quality of your work, and your work ethic.

References:

1. 2.

Name : Zakir Ahmad Bin Ilham Name Murugen A/L Kiren

:

Address : No. 23 Jalan SS 6/21, Address No, 33, Jalan Hamzah,

: Kampung Baru,
47301 Petaling Jaya,
50300 Kuala Lumpur,
Selangor Darul Ehsan.
Wilayah Persekutuan
Kuala Lumpur.

Contact No : 014-2222222 Contact No. 016-1212121

:

Relation : Supervisor Relation : Manager

A chronological resume

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2) Functional resume

The functional resume features the skills that the candidates has got (organizer,
researcher, manager, etc.). It provides examples of the most significant experience
that demonstrates these abilities. This resume emphasizes individual fields of
competence and is hence used by applicants who are just entering the job market,
who want to redirect their careers, or who have little continuous career-related
experience. In a nutshell, it demonstrates the applicant’s ability to handle the position
they are applying for.

While drafting a functional resume, follow the Skills category immediately with
a chronological Work History and a called-down Education section that lists only
institutions, degrees, and dates. Either of the latter two categories may come first,
depending on whether most of the skills and experience were gained in college or on
the job.

Shantanu Das

Address:

237/1, O.U. Colony, Dargah, Besides Balaji Temple, Hyderabad- 500008

Mobile: 9805XXXXX

Email: [email protected]

Shantanu clearly mentions the type of

Objective: profile he is interested in.

To obtain a position of a retail store manager which

involves the skill set of managing and supervising.

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2052 - Technical English 2
uses the skills
section to his advantage to
highlight his achievements. He
Skills: mentions the skills that will
help him in his current
• A strong team leader in a retail environment. application.

• Demonstrated excellent ability to communicate effectively

with employees and customers.
• Have the ability to manage complex business scenarios in retail stores.
• Have organized promotional events for the retail stores single handedly.
• Experience in recruiting and training in staff coordinators.
• Have negotiating skills with key vendors supplying store goods up to five lakhs.
• Fluent in English, Hindu and Bengali.
Special experiences: He specifies his achievements in the last two years of his career. The
achievements are specific and pertinent.

• Handled the retail week ‘Mega Sales’ offer in February 2007involving the
handling and management of more than five thousand footfalls daily.
• Supervised the ‘best supplier’ award function involving evaluating and
designing the reward programme for the best suppliers in September 2006.
• Involved with the recruitment drive to attract the talented candidates across
West Bengal for the fifteen new retail stores coming up in April 2006.
Education: Places education near the end as it is not related to the work he currently does.

• Completed my graduation in History and Political Science from the JMU

University with specialization in global political management in 2006.
• Currently pursuing a one-year diploma course in ‘Organized retailing’ from
LBS University.
Employment: Since he has worked with one retail store, he places it at the end. He is still very new to the retail industry.

• Worked with SBU retail stores from 2006 to present, as a store manager
engaged in managing suppliers, recruiting employees (both part time and
full time).
A functional resume

3) Hybrid/ combination

A combination resume includes the best features of the chronological and

functional resumes. However, this type is not popular or not commonly used as it tends
to be very long and also it may turn out to be repetitive in nature.

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Name is written in slightly larger font,

DAVID P. BRONWIN which will stand out. Clear address, with
full contact details, makes the personal
12472 West Avenue, U17, Littlevale, CA 93543 details complete.

(661) 894-3645 --- [email protected]

EMPLOYMENT OBJECTIVE Clearly states the objectives in line with the

position applied for.

Supervisory position in the field of maintenance and operation of equipment

and/or facilities where I can apply the experience and knowledge gained over
the past two decades.

SKILLS --- ABILITIES --- KNOWLEDGE

• Over seven (7) years experience as a Materials Handler Supervisor

responsible for planning, organising, coordinating, and directing workers
engaged in the maintenance and operations of equipment and facilities.
• Over (10) ten years experience as a Maintenance Supervisor responsible for
analysing, planning, coordinating, and supervising the work of staff
engaged in the maintenance of equipment and facilities.
• Strong technical background in the fields of heavy mobile equipment
repair and maintenance, transportation operations support,
telecommunications systems installation and maintenance, and computer-
based logistical support systems.
• Excellent knowledge of the theory and principles of operation of
components, systems, sub-systems, and the ability to troubleshoot and
diagnose problems, and identify and implement appropriate remedial
action to put malfunctioning equipment and facilities back into action.
The work experience is arranged
chronologically (in the reverse
order).
EXPERIENCE --- TRAINING
Materials Management Supervisor, Fort Edwards, CA (1998 to present).
• On going planning, coordinating, training, and supervising the work of staff
engaged in Technical Supply and the Basic Issue Items Warehouse.

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• Planning, coordinating, and consulting with other supervisory staff on the

priorities, task assignments, and work schedules of the maintenance staff.
• Participating with other supervisors in the preparation of budgets, staffing
requirements, work schedules, estimates, and work plans for the efficient
deployment of the maintenance workforce.
Senior Maintenance Supervisors, 835th Supply Batallion, Van Nuys, CA (1994
to present)
• Planned, analysed, and supervised all batallion maintenance activities
including: the conduct of maintenance work, the preparation of reports
and records, training and licencing of equipment operators, and parts flow
monitoring and requisitioning.
The education is also arranged
chronologically (in the reverse
EDUCATION --- QUALIFICATION order) for the recruiters to get
information easily.
• Certified Electronic Technician (AC-19778)
• Diploma, Electronics and Computer Technology, Amtech College, San
Diego, CA.
• Passenger car (C) Driver’s Licence.
• High school graduate, West Ridge Secondary School, Van Nuys, CA.

A combination resume

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Akmal Hakim Bin

Ahmad
Objective
To apply for an internship placement where I can acquire more
knowledge in the field of Information Technology focusing on Contact
Graphics and Multimedia. I would like to be a part of company No 99, Jalan Sarina 7, Taman Tunku
where I could use and enhance my skills and gain work Sarina, 06000 Jitra, Kedah
experience for my future career development. [email protected]
011-16553267
Education www.linkedin.com/in/akmal-
hakim
2015-2018 Universiti Tenaga Nasional
Final year,Bachelor of Information Technology (Graphics and Skills
Multimedia) (Hons.) with IT and Multimedia syllabus. Adobe Illustrator
2012-2015 German-Malaysian Institute
Adobe Photoshop
Diploma in Industrial Electronics (Electronic and Information
Technology) with electronic and electrical syllabus that include
MATLAB
fundamental to electrical and electronics.

2009-2011 MARA Junior Science College Kubang Pasu Autodesk MAYA

Passed Sijil Pelajaran Malaysia (SPM) with Credits in Malay
Language, English, Mathematics, Islamic Education and C++/JAVA
History.
Languages
Work Experience German

Jun 2014 Aerospace Composite Malaysia (Internship) Malay

Facilities and Maintenance Department. (4months). English
1. Trained to perform basic installation, maintenance and repair
2. Acquired basic electrical theory, motor theory and wiring skills.
Feb 2016 Purple Print (Salesman)
Mar 2015 Owl’s Optical (Salesman) References
Jan 2014 Tadika Khaliff (Designer)
Dept. of General Studies and Pre-university
German-Malaysian Institute.
Achievements Email: [email protected]
Tel: +6019 – 389 3521

May 2016 ACA Championship Malaysia 2016

Participated in designing posters for a charity program that Dept. of Graphics and Multimedia CSIT
Universiti Tenaga Nasional
had been organized by Adobe Certified Association Malaysia.
Email: [email protected]
Tel: +6013 – 277 7039
Feb 2016 20th Anniversary UNITEN logo Design Competition
Participated in designing a logo for UNITEN’s 20th Anniversary
and managed to win top 3rd logo design.

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Courses Taken
IT Courses
Extra-Curricular
- Database 1
- Game Design June 2016-June2017 Exco
- Basic Drawing Multimedia & Publicity in
- Web Programming WAWASAN club UNITEN.
- Local Area Network Held the position of Exco of
- Artificial Intelligence Multimedia and Publicity in
- Audio and Video Technology WAWASAN club and held various
- Multimedia System Design posts as head of program in events
- Programming in Visual Basic organized.
- Computer Modelling and Creativity
- Computer Vision and Image Processing 2013-2016 Facilitator, GMI, UNITEN
- Multimedia Application Development Served as facilitator at the
- Fundamentals of Software Engineering institution as Mass Leader and
- Data Communication and Computer Networks served as Exco Multimedia
- Introduction to Object-Oriented Programing in JAVA acquiring the title- best Exco in GMI.

May 2014 Biodiversity program,

Language and Social Science Courses GMI
- Problem Solving Biodiversity educational program
- Malaysian Studies that was held at the Department of
- Islamic and Civil Society biodiversity in which participants
- German Language (basic) were exposed to the importance of
- Mathematics and Physics protecting and preserving
- English for Specific Purposes endangered natural flora and fauna.
- Technology Entrepreneurship
Mac 2013 Nadwah
- Tamadun Islam Tamadun Asia
Islamiah(IPMa),GMI
- Ethics and IT Professional Practices
Participated in a program which
Technical Courses involved all MARA institutes.
- Microprocessor Involved in an Islamic competition
- Microcontroller where I successfully represented
- Sensor Technology GMI in a nasyid group.
- Interfacing Technology
Jan 2012 Latihan Khidmat Negara
- Fundamental of Electrical
Attended national service training
- Technical Drawing and CAD
program for 10 weeks in Kem Bukit
- Fundamental of Electronics
Besar, Kulim and managed to win
- Programmable Logic Control
the Delta kompani as best kompani
- Electrical Installation and System Application
in that session.

A semi-infographic resume

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CHAPTER 5: PREPARING A JOB PORTFOLIO

5.1 What is it?

A portfolio is typically a website that you create, or a PowerPoint (converted into a

pdf) that provides examples of your work and projects. The best portfolio effortlessly
highlights your skills, achievements and intellect.

What Is a Career Portfolio?

A portfolio is a powerful tool for engineers and computer professionals. It can be

housed online in a digital format, on a CD, in a slide show, or even in a funky
VideoMaster format. A work portfolio is whatever helps you get an interview, job
offer, wage raise or promotion.

5.2 What should I put in it?

Your sketches, engineering projects, graphics, diagrams, AV clips, a modified

resume, and/or writing samples. Think about your past courses (Communication &
Presentation Skills, Technical English I & II), internships (e.g. you innovated a pre-
existing tool), and extracurricular activities (i.e. you built a bridge in the woods).

5.3 Why should I make one?

For a few reasons:

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a) to provide visual proof of what you can offer to your potential employer;

b) to stand out from your competition;

c) to market yourself professionally.

5.4 Do I really need one?

If you are looking to secure a job or internship in product design/development,

architecture, mechanical engineering, or web development, then, yes!

5.5 Who is your audience?

A corporation? Consultancy? Boutique design firm? Keep this question in mind as

you create your portfolio. Remember: your portfolio is about which skills and
creativity you can offer an employer.

5.6 How do I make one?

You can create your portfolio in PowerPoint and convert it into a Pdf. use a
platform to host your portfolio, or create your own website. Check out the
resources below to get started.

Wix

Krop

Weebly

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Squarespace

Seelio

Wordpress

Portfoliopen

Carbonmade

Tips
• Create a visually appealing homepage introducing yourself
• Organize your work so that your best projects are first. Just like a resume,
employers don’t have all day to examine your work.
• Keep an inspiration folder and add to it often.
• Check blogs daily (e.g., Industrial Design Served, core77, Gizmodo, Engadget,
and MocoLoco)
• Tell a story of your solution, and always link your sketches back to your initial
problem
• Back up your work. Then do it again.

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Example of website E-portfolio

1. Example of E-Portfolio

2. Example of E-Portfolio

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Portfolio checklist

DIPLOMA IN ENGINEERING
(PRODUCT DESIGN & MANUFACTURING)
GERMAN-MALAYSIAN INSTITUTE

PORTFOLIO CHECKLIST
(Please (✓) and arrange your documents accordingly)

1. Resume (3 copies- Min)

2. Job Application Letter (3 copies-Min)

3. Job advertisement (1 copy)

4. Certificates (In Chronological Order)

5. Career Portfolios (Images, sketches, etc)

Explanations and samples of resume, job application letter and job advertisement has
been provided in the previous chapters. The following are some samples of
certificates and career portfolios:

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Samples of Certificates (newest to oldest)

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SAMPLE

SAMPLE

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Samples of work portfolio

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CHAPTER 6: INTERVIEWS

Picking up a call notifying you that you have been invited to attend a job interview is
probably one of the most exciting moment for a job seeker. Unfortunately, it may also
mean the beginning of a stressful time for some young applicants. Needless to say,
the job interview is a hurdle you need to pass in order to get closer to snatching the
job.

Job interviews are crucial for employers as it provides an opportunity for the
employers to meet a candidate face to face and get to know more about them.
Employers need the interview to gauge whether the candidate is qualified and
suitable for the job on offer. It is also a vital process in job search as it serves as a
platform for the job applicant to convince the employers that he or she is the best
candidate for the job.

Think of job interview as an audition. Not only you need to compete with many others,
your need to outshine them to win the prize of getting the job. It is good to remind
yourself that employers conduct interviews to know if you are willing to take the job,
have the ability to do the job or whether you could fit in to the company environment.

6.1 Types of Interview

Nowadays, employers employ various types of interviews in their search for the right
employee. Thanks to the advancement in technology, different methods and
processes of interviews are now possible through phone calls and via video
conferencing. Depending on the position that you applied for, it may also be
necessary for you to attend not only one but maybe two or three interviews just to
secure the job. Some of the interview types are describes below.

• Screening Interview
• Telephone Interview
• Video Conferencing
• One-on-One Interview
• Panel Interview
• Group Interview

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• Sequential Interview

Face-to-face Interview

The face-to-face interview is the most widely used interview type. Most organisations
conduct these interviews regularly as it allows a face-to-face encounter and is the
most convenient type to arrange and manage. During the face-to-face interview, the
interviewers will be able to make a clearer judgement of your suitability for a job.
Attending these interviews would require you to prepare yourself properly and bring
along all the relevant documents for the session. While face-to-face interviews allow
the employers to compare you with the other applicants, it also provides a chance
for you to assess your competition.

Screening Interview

As the name suggests, screening interviews are mainly conducted by more

established or larger companies in cases whereby a large number of applicants are
involved. During screening, candidates with the more suitable experience,
qualification and personalities are selected. They will then be required to attend a
subsequent interview to determine their suitability before being hired.

As such, screening interviews are usually coordinated by the personnel or human

resources department while subsequent interviews done by the relevant department
while subsequent interviews done by relevant department concerned.

Telephone Interview

As in screening interview, telephone interviews are usually used to screen candidates.

Telephone interviews are also a god way to judge an applicant’s communication
skills.

Some organisations may choose to conduct telephone interviews with a candidate

from another state or country before they meet a candidate in person. This will
prevent waste of time and money for both the interviewee and interviewer. Should

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you be called at a most inconvenient time, politely request for another session or offer
to call back at a mutually agreed time.

Video conferencing

Apart from telephone interviews, video conferencing is also conducted to help save
time and travelling expenses. The benefits of video conferencing is that the interviewer
can see the interviewee and vice versa. However, as Internet connection is crucial for
a disturbance free video conference interview, make sure you are connected to a
stable Internet connection before starting the interview. The room you use for the
video conference interview session should also be neat and quiet.

Panel Interview

In a panel interview, you will usually have two or more interviewers. With more
interviewers, the panel interview reduces biasness and increases the chance of
getting the most suitable candidate. The panel of interviewers are usually are made
up of representatives from different departments and they will usually take turns in
asking questions. Each interviewer may focus on different aspects of your personality,
qualification and expertise.

Group Interview

Whether to save time or to pit you against the other applicants, employers may
conduct group interviews to determine which one of you is the most ideal candidate
for the job. Group interviews usually involve several candidates applying for the same
position. The group interview offers a chance for the interviewers to see how you can
interact with and fit into a group, and if you have the necessary leadership quality
required for the job.

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6.2 Preparing for Interview Questions

In order to prepare yourself and do well for an upcoming interview, it would be a good
idea for you to start off by preparing a list of anticipated questions. This can easily be
done by searching common interview questions for the position you applied for online.
Usually, there will be more than enough for you to go through. After you have
identified the possible questions, go on and craft out suitable answers for these
questions. By anticipating interview questions, you will be able to give a more
organised and relevant answer.

Interview questions can be made up of different types of questions. They include

direct questions, non-direct questions, hypothetical or situational questions and
behavioural questions.

Direct Questions

The interview usually begins with direct questions. Direct questions require you to
provide answers to questions that are straightforward. For example: If hired, what can
you offer to the company? This question requires direct answers and you should go
straight to the point and explain what can you do for the company.

Indirect Questions

Indirect questions are questions that interviewers ask to get more information about
you. For example, tell us how you spend your time wisely. When interviewers ask you
this question, they are usually not interested to know your hobbies or your favourite
weekend getaways. They ask you this in order to see what kind of person you are, and
how well you are suited for the position.

Problem-based/ situational Questions

Problem-based questions are usually hypothetical questions posted to gauge ow

good are you at solving problems. For such questions will usually be given a situation
or problem that requires you to solve. The main aim of the interviewer is to know how

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would you deal with a particular issue. For example, if a customer complains that you
are being rude to her, and that she would not want to go to your shop anymore, what
would you say or do to change her mind?

Behavioural Questions

Interviewers who are interested to in finding out or predict how you might behave or
act in future may use such question in the interview. For example, tell us about a
problem that you faced in your previous company, and how have you solved the
problem. Based on your answers, your interviewers will try to gauge your personality to
navigate difficult questions and situations.

“Tell us about yourself”

Although there are plenty of questions interviewers could ask, one of the classic
favourites is probably, “tell us about yourself”. Though this is a most basic question,
many interviewees are unprepared for it. It should come as no surprise that the
interview is arranged so that interviewers can know more about you. Therefore, pre-
empting this question is mere logical thinking on an interviewee’s part.

To tackle this question, you must first figure out what is important. Do the interviewers
want to know about your personal background, family history, school activities or
adventure trips? Not very likely. In almost all instance, this questions is posed to see
how you can sell yourself to the interviewers. Therefore, you should focus on details
that would interest the interviewers, such as your special skills, relevant experience,
greatest achievements or your ability to troubleshoot problems.

Because this is such a common question, it is highly advisable for you to prepare a
script especially for this question. One way to do this is to start by describing past roles
and successes, followed by your qualities or strengths that are vital for this job.
Conclude by telling the interviewees your aspiration for the future.

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For example,

I have studied music since I was in kindergarten. Throughout those years, I have
mastered piano, guitar, and the violin. I have also won a few competitions as listed in
my resume. My passion is music as it gives me much pleasure to be able to express
myself through music and also share my knowledge with others. My greatest strength
is my ability to patiently work with others in perfecting a musical composition. What I
am looking forward to in applying for this job is an opportunity to instil love of music in
younger children and also the public in general. I believe I will be a valuable asset to
the company if given the chance.

What if you are asked a question you could not answer?

Do not bluff you way out of the question. The best bet would be to admit that you do
not know. However, do not leave it at that. Explain that you would be willing to learn
more about the matter by doing additional research or by seeking advice from others.
This will show that you are honest and you are willing to learn.

Here are some commonly asked interview questions for you to practice:

• Tell us about yourself • How do you handle

• What do you know about stress and pressure?
our company? • What do you have to
• Why did you apply for this offer this company?
job? • What are some of your
• Why should we hire you? strengths and
• What are some of your weaknesses?
qualities that are suitable • What do you see
for this job? yourself doing in five
• How did you become years?
interested in this field of • Why do you consider
work? yourself a good
• What does success mean candidate for this job?
to you?

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6.3 Interview Stages

Before the Interview

After getting the much awaited call for interview, it is the time to focus your attention
on preparing for the interview. Depending on how much time is available to you
before your interview, you should prepare, plan and get yourself ready as best as you
can for the interview. For this reason it is always recommended for you to research on
the companies you are applying to well beforehand (curriculum vitae writing stage)
in case you’re your interview is scheduled the day after you receive the phone call.

Familiarise yourself with the field or line of business of the organisation. Search online
for information that could be useful to you during the interview. Most importantly, you
should know the most basic information of the organisation such as location, products
or services, objectives and goals.

During the Interview

On the day of interview, make sure you bring with you all the documents that you will
need for the interview. These will include,

• An extra copy of your resume and cover letter (even if you have sent them
earlier)
• Original and photocopies of your certificates
• Passport sized photo
• Letter of recommendations (if any)

It is also important that you arrive to the interview location 15 to 30 minutes before the
scheduled interview. That way, you will have more time to settle down and prepare
yourself for the interview session.

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After the Interview

The moment you walk out of the interview room is not the end of the interview process.
Usually, your interviewers will be able to provide you with a tentative date of when
you can know the result of the interview. If you do not hear from them and are still
keen about the job, consider contacting the interviewers to follow up on the interview
results. Regardless of whether you get the job, after the interview session you should
reflect on your performance and learn from your mistakes (especially if you failed the
interview).

What to wear to an Interview?

To ace the interview, you need to start off by giving them a good impression the
moment you walk into an interview room. Some applicants may not be aware that
what you wear could actually affect your chances of nailing the job.

You are What you wear

Wearing appropriate attire is important as what you wear conveys your personality
and image. Looking well-groomed and neat indicates that you respect the
interviewers and take the interview seriously. The image projected to the interviewers
should reflect who you are and your personality in general.

Be aware of how different industries expert their employers to dress. Your attire must
be job and field appropriate. Some industries are more critical than others in staff
image. This is especially so in the service industries. At the same time, some industries
value candidates who are aware of fashion trends. If you are applying for a job in the
fashion or media industry, wearing something from five years ago can be a grave
mistake.

To be safe, go for timeless and clean cuts. They are more well received and usually
compliment most body types. Unless otherwise specified, always go for formal look
regardless of how casual the staff of an organisation appear to dress.

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Interview Outfit

What Should Women Wear for an What Should Men Wear for an
Interview? Interview?

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Interview Etiquette

Greet your •By addressing them as Ms/Mr, you are basically saying, "I respect you
interviewer as and you are important."
Ms/Mr

•Make sure your phone is off, not on vibrate.

Switch off your
phone. •The last thing you need is a distraction during one of the most
important moments of your life.

Be punctual •Anticipate getting lost, retrieving your parking ticket, finding a parking spot,
getting your visitor's pass before attending the interview.
•Hence, it is best to arrive 15 minutes early.

•Making eye contact will help you to build trust and connect with your
prospective employer.
Make eye contact
and smile :) •Do not underestimate the power of a smile - it shows not only confidence
but also a pleasant nature.

•Sitting up straight and leaning slightly forward will send the following non-
Pay attention to verbal signal:
body language •"I'm listening intently. I'm interested in what you have to say. I have a lot of
and posture energy and I'm ready to go to work."

•Avoid any wardrobe malfunctions and always dress up coservatively for

Dress your interview.
appropriately •A proper dress up emits the sign of respect and readiness - which will be
very handy for you.

•This is another way to connect with your prospective employer.

•The proper, professional way to shake is using the entire hand, extending
Give a firm your arm (first if possible) for a firm, but not overbearing grip, while rolling
handshake the index finger around the bottom of the other person's hand. The "fold"
between your index finger and thumb should touch the other person’s.

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Interview Don’ts

• Don’t use poor language, slang, and fillers (such as “um”, “okay” “like,” “uh,” etc).
• Don’t be shy and soft soft-spoken. Speak clearly and project your voice to show confidence.
• Don’t discuss about controversial topics such as religion and politics.
• Don’t ever lie. Provide truthful answer.
• Don’t provide any negative information about yourself.
• Don’t answer interview questions with just a “yes” or “no”. Elaboration on your answers by
giving relevant examples.
• Don’t discuss personal or family issues and problems.
• Don’t give up halfway in an interview. Even if the interview does not progress as well as you
hope, always do your best till the end of the interview.
• Don’t be rude or arrogant. Showing bad manners will not get you hired.
• Don’t ever argue with the interview.

Source:

Priscilla Shak & Kamsilawati Kamlun. (2015). Ready to Work: English For Employment. Cengage
Learning Asia Pte Ltd.

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CHAPTER 7: WORKPLACE DYNAMICS

7.1 What is Workplace Dynamics?

It is defined as “the behavioural relationships between members of a group that are

assigned connected tasks within a company. Dynamics are affected by roles and
responsibilities and have a direct result on productivity”.

7.2 Workplace Communication

Encourage Positive Workplace Dynamics with 5 Workplace Communication Strategies

Soft skills are attributes that allow you to interact effectively and harmoniously with
other people and add value to your role and responsibilities. You don’t often see them
listed on a job description, but they’re the skills that show leadership and help an
organization grow.

7.2.1 Five Critical Communication Skills to Develop

1. Listen: Communication isn’t all just about you doing the talking. A great deal of
communication involves you listening to other people. One mistake people make is
that when someone else is talking they tend to only be thinking about what they want
to say when it’s their turn to talk again, and therefore they are not fully listening to
what is being said to them. That’s when key information is missed.

2. Pay Attention to What You Are Saying without Saying It: Here’s another great example
as to how communication is not just about talking. A great deal of it is not done
verbally. We communicate so much just with the expression on our faces, the gestures
we make, and the way that we stand or sit. When interacting with others, always put
your best self forward. Make direct eye contact, stand tall or sit up straight, and give
firm handshakes.

3. Know Your Audience: Have you ever taken notice as to what communication method
provides you with the best response? For instance, does your boss not respond to your
emails but gives you instant feedback when you stop by her office? Or maybe you
have a colleague that takes forever to look at the drafts you email them. Have you
thought about printing the materials and giving him a hard copy to look at? Figure

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out how your co-workers like to receive information, you’ll find things move along
more smoothly.

4. Remember The Message Sent Isn’t Always The Message Received: Everyone is their
own filter, and not everything comes out how we intend it. Many negative situations
can arise from making incorrect assumptions, especially in an email or a text message.
In these situations, we often find ourselves determining a tone of voice when there is
none. Take a step back and ask for clarification face-to-face if you need to so you
don’t end up making something out of nothing.

5. Get to the Point: Just as you are probably extremely busy with your daily tasks, so are
your colleagues. Sometimes a little more background information is needed; other
times, it isn’t. Make sure you are concise and clear in what your expectations are in
your messaging and you will see a quick turn around in the results. In addition to being
direct, keep tips 3 and 4 in mind with this one. Some people might appreciate a little
more small talk or respond better with a change in tone.
By mastering these five simple communication strategies you can ensure that you are
a key communicator in your office. By listening fully, watching for non-verbal cues and
not making assumptions, you will be able to a go a long way to show that you are a
reliable, respectable, and indispensable employee.

7.2.2 Why communication practices are important in the workplace

Good communication practices are at the heart of every successful business.

Communication serves two essential functions in every organisation. It disseminates
the information needed by employees to get things done and builds relationships of
trust and commitment. Workplace communication is vital to an organisation’s ability
to be productive and operate smoothly.

Workplace communication improves worker productivity.

Research shows that effective lateral and work group communication leads to an
improvement in overall company performance. It has also been discovered that
employees who were graded as highest in work productivity had received the most
effective communication from their superiors.

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Workplace communication can increase employee job satisfaction.

Employees feel empowered if they are able to receive upward communication. This
type of communication is when information flows upward in an organisation and
usually consists of feedback. If employers or managers are able to listen to employees
and respond, this leads to an increase in employee job satisfaction. In addition,
employees are also happy if there is strong downward communication, which is
information flowing down from superiors or managers, to direct reports.

Workplace communication can also have a positive effect on absenteeism and

turnover rates.

Communication flow is very important to workers. Employees need to feel secure that
they are receiving truthful and updated information from superiors. They also want to
have the ability to share ideas, thoughts and concerns within the company. Studies
have shown that even after a period of downsizing, companies that have excellent
communication are able to retain the surviving employees.

The business impact of poor communication

Staff morale plummets when communication is ambiguous, unfocused, lacking in

important details and does not allow for genuine two-way dialogue. Critically, the
impact of poor communication hits customers and suppliers. They begin to feel
disenfranchised and take their business elsewhere.

In today’s rapidly changing business climate, good communication is important for

everyone, from top level executives to client facing employees. Organisations that fail
to convey clear strategies and do not engage employees in shared goals, are likely
to lose to companies with more effective communication practices. Some of the
effects of poor communication are:

Increased employee turnover

People voluntarily leaving is a significant cost to any employer. Employee

replacement costs can be as high as three times the person’s annual salary. A Watson
Wyatt study found that companies that communicate most effectively are at least 50
percent more likely to report turnover levels below the industry average compared

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with only 33 percent for the least effective communicators. This can have a substantial
impact on the bottom line.

Increased absenteeism

Inadequate, inefficient and insensitive communication severely impacts employee

motivation. This in turn drives the employee’s decision to come to work each day. Poor
communication is also associated with rising stress levels in workplaces leading to
absenteeism.

Poor customer service

Poor communication with employees leads to unsatisfactory communications with

customers. Employees who lack guidance from management and are locked out of
genuine dialogue about their job, struggle to know how to satisfy customers and lose
the commitment to do so. As a result the bottom line could be affected.

Greater incidence of injuries

Occupational health and safety accidents and stress related illnesses cost
organisations and taxpayers billions of dollars each year. Inadequate communication
is a major factor in many of these incidents.

Decrease in employee morale

Employees feeling the stress from poor relationships at work are a key driver to
decrease in employee morale. A study states the proportion of employees suffering
relationship stress at 16 percent4. Putting in place collaborative communication
systems and processes for resolving conflict can greatly assist in minimising the impact
to an organisation.

Other factors impacting companies include dampened innovation and lower

employee productivity.

Communicating effectively internally and externally can have positive impacts on

cash flow and revenue. It is also integral for organisations to improve their safety
record, staff engagement, productivity levels, as well as improving staff and customer
retention.

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7.3 Delegation

Delegation is one of the most important management skills. These logical rules and
techniques will help you to delegate well (and will help you to help your manager
when you are being delegated a task or new responsibility - delegation is a two-way
process!). Good delegation saves you time, develops you people, grooms a
successor, and motivates. Poor delegation will cause you frustration, demotivates and
confuses the other person, and fails to achieve the task or purpose itself. So it's a
management skill that's worth improving. Here are the simple steps to follow if you
want to get delegation right, with different levels of delegation freedom that you can
offer.

This delegation skills guide deals with general delegation principles and process,
which is applicable to individuals and teams, or to specially formed groups of people
for individual projects (including 'virtual teams').

Delegation is a very helpful aid for succession planning, personal development - and
seeking and encouraging promotion. It's how we grow in the job - delegation enables
us to gain experience to take on higher responsibilities.

Delegation is vital for effective leadership. Effective delegation is crucial for

management and leadership succession. For the successor and for the manager or
leader too: the main task of a manager in a growing thriving organization is ultimately
to develop a successor. When this happens everyone can move on to higher things.
When it fails to happen, the succession and progression becomes dependent on
bringing in new people from outside.

Delegation can be used to develop your people people and yourself - delegation is
not just a management technique for freeing up the boss's time. Of course there is a
right way to do it. These delegation tips and techniques are useful for bosses - and for
anyone seeking or being given delegated responsibilities.

As a giver of delegated tasks you must ensure delegation happens properly. Just as
significantly, as the recipient of delegated tasks you have the opportunity to 'manage
upwards' and suggest improvements to the delegation process and understanding -
especially if your boss could use the help.

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Managing the way you receive and agree to do delegated tasks is one of the central
skills of 'managing upwards'. Therefore while this page is essentially written from the
manager's standpoint, the principles are just as useful for people being managed.

7.3.1 Delegation and SMART, or SMARTER

A simple rule is the SMART acronym, or better still, SMARTER. It’s a quick checklist for
proper delegation. Delegated tasks must be:

• Specific

• Measurable

• Agreed

• Realistic

• Timebound

• Ethical

• Recorded

The Steps of Successful Delegation

1. Define the task

Confirm in your own mind that the task is suitable to be delegated. Does it
meet the criteria for delegating?

2. Select the individual or team

What are your reasons for delegating to this person or team? What are they
going to get out of it? What are you going to get out of it?

3. Assess ability and training needs

Is the other person or team of people capable of doing the task? Do they
understand what needs to be done? If not, you can’t delegate.

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4. Explain the reasons

You must explain why the job or responsibility is being delegated. And why to
that person or people. What is its importance and relevance? Where does it
fit in the overall scheme of things?

5. State required results

What must be achieved? Clarify understanding by getting feedback from the

other person. How will the task be measured? Make sure they know how you
intend to decide that the job is being successfully done.

6. Consider resources required

Discuss and agree what is required to get the job done. Consider people,
location, premises, equipment, money, materials, other related activities and
services.

7. Agree deadlines

When must the job be finished? Or if an ongoing duty, when are the review
dates? When are the reports due? And if the task is complex and has some
parts or stages, what are the priorities?

At this point, you may need to confirm understanding with the other person of
the previous points, getting ideas and interpretation. As well as showing you
that the job can be done, this helps to reinforce commitment.

Methods of checking and controlling must be agreed with the other person.
Failing to agree on this in advance will cause this monitoring to seem like
interference or lack of trust.

8. Support and communicate

Think about who else needs to know what’s going on, and inform them. Involve
the other person in considering this so they can see beyond the issue at hand.

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Do not leave the person to inform your peers of their new responsibility. Warn
the person about any awkward matters of politics or protocol. Inform your own
boss if the task is important, and of sufficient profile.

9. Feedback of results

It is essential to let the person know how they are doing, and whether they have
achieved their aims. If not, you must review with them why things did not go to
plan, and deal with the problems. You must absorb the consequences of
failure, and pass on the credit for success.

7.4 Organization Skills and Competencies

Organizational skills can be termed as a set of skills that help you achieve your higher
goals in life. These skill sets help you plan, implement the procedures, monitor growth
and ultimately achieve your set goals.

To put it the other way, organizational skills are kind of self-discipline measures that
differentiate a leader (and good administrators) from the rest. These skills help an
individual to acknowledge a reason/purpose for each day. These skills make an
individual focus towards a higher goal in life.

In a nutshell, setting up a goal is easy but to achieve the said goal is tough.
Organizational skills help individuals plan and prioritize their actions and activities in a
way that makes them achieve the goal.

7.4.1 List of Organizational Skills

There may be many organizational skills like planning abilities and prioritization as
described above, but the top twelve skills that are related to organization abilities are:

1. Attention to details skills help you pay attention to any project detail you responsible
for (detail-oriented personality).

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2. Multitasking skills make you work and deliver results on various projects at the same
time.

3. Analytical skills help you analyzing a situation and coming forward with a logical
solution.

4. Communications skills help you understand and put forward your point to the other.

5. Problem solving skills enable you to not get overwhelmed and solve the problem
systematically.

6. Decision making skills enable you to make tough decisions at the need of the hour.

7. People skills help you in interacting with clients, higher authorities, peers and your
subordinates.

8. Team skills enable you to adopt and function in diverse teams.

9. Focus oriented helps an individual focus on a certain goal that he wishes to

achieve. He alienates himself from any distractions in between.

10. Prioritization skills enable an individual to prioritize activities in a way that

synergizes the effect in a fruitful manner. He/she puts forward smaller milestones and
prioritizes efforts accordingly.

11. Timeline-driven ensures that an individual marks time-lines to achieve/ complete

certain tasks. He tries his best to achieve it on time.

12. Keeping records helps an individual documents the results/achievements and

learning through the entire process.

7.4.2 Important Organizational Skills in the Workplace

Being disorganized can make you feel scattered, ineffective and edgy. You feel like
you run out of work hours before you run out of work, and the effect is stressful and
frustrating. Getting and staying organized can work wonders on your psyche and your
performance, making you more effective at your job and can create a healthier and
more relaxed work environment.

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Time Management
Getting a grip on your time use through organization can make a world of difference
in how you view your job. Good time management skills help you prioritize your work
tasks and ensure you’re taking a strategic approach to handling everyday
responsibilities. Time management helps you stay focused, which makes you a more
productive and contributing team member and employee. The better organized you
are, the better you are able to handle multiple tasks and take on additional
responsibilities.

Project Planning
The more organized you are, the better equipped you are to create detailed,
effective project plans. Project plans can help you outline an approach to an
undertaking, estimate budgets, plan human resources needs and develop deadlines
to keep projects on-track. This can be especially helpful in developing long-term
projects as well as implementing key aspects of corporate strategic planning.

Goal-Setting
When you’re organized at work, you’re better positioned to set goals for yourself that
reach above and beyond the typical parameters of your everyday job duties. While
workplace organization helps you devise strategies for serving your employer,
colleagues and customers, it also gives you a better perspective on your personal
long-term career objectives and helps you establish attainable goals. This is a benefit
in terms of career planning and development, and simultaneously makes you a vital
asset to your employer.

Stress Reduction
If you spend a significant amount of your work day looking for lost files, rushing from
one meeting to another or trying to cross tasks off your daily “to-do” list, it can increase
your stress level. Having good organizational skills helps reduce the amount of time
you spend on nonessential tasks and allows you to focus more effort on performing
your job duties. Being able to track your work projects effectively helps you maintain
control over your professional performance, which can be beneficial to your career
in the long run.

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CHAPTER 8: WORKPLACE ETHICS AND ETIQUETTE

Each workplace has its own written and unwritten code of conduct that outlines the
mission and values of the business or organization, how professionals are supposed to
approach problems, the ethical principles based on the organization’s core values,
and the standards to which the professional will be held.

It is always helpful to be aware of your workplace ethics, etiquettes and norms to

avoid unnecessary misunderstanding and unintended social or professional offences
in your workplace. This includes an awareness in the fundamentals of work ethics, the
understanding of the differences between ethics and etiquettes as well as practicing
good samples of workplace communication.

8.1 What is work ethics?

8.1.1 What does work ethic mean?

Work ethic is a value based on hard work and diligence. It is also a belief in the moral
benefit of work and its ability to enhance character. A work ethic may include being
reliable, having initiative, or pursuing new skills.

Workers exhibiting a good work ethic in theory should be selected for better positions,
more responsibility and ultimately promotion. Workers who fail to exhibit a good work
ethic may be regarded as failing to provide fair value for the wage the employer is
paying them and should not be promoted or placed in positions of greater
responsibility.

Work ethic is basically the belief that work is a good moral. It also refers to a sets of
values that are defined and characterized by diligence and hard work. Work ethic
can as well be defined as the inherent ability of work to strengthen character.

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8.1.2 Positive Work Ethics

Work ethics include not only how you feel about your place of employment or
position, but also how you perform the duties of your job. This takes into account your
attitude, communication abilities, behavior toward co-workers, honesty and
accountability. Positive work ethic focuses on confidence and encouraging
interactions with co-workers. Your attitude toward your job and position in a positive
work ethic is just that – positive. You arrive at work with a smile on your face, focused
on the task at hand and committed to performing your duties to the best of your
ability.

8.1.3 Why are Ethics Important?

Work ethics, especially positive work ethics, are important from a business perspective
for the confidence it breeds in clients and consumers. Your positive attitude and
dedication to a client's needs or creation of a product can boost your business'
reputation as a company that deals with utmost honesty and fairness. Ethics also work
to build a moral compass within a business and helps discourage attitudes and
business models that seek to cut corners in the name of making a profit.

8.1.4 The Importance of Good Work Ethics: Work Ethics for Successful Careers

Today’s working environment is not only fast-paced, but also highly competitive. In
order to keep pace and stay ahead, possession of several key work ethics is a plus
point to achieve a successful career. Holding key
traits such as attendance, timeliness, character,
teamwork, appearance, and attitude add value
to both you as a person and your company.
Successful careers come in many flavors, but
work ethics are a main ingredient in most recipes
for success.

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ATTENDANCE is mandatory to ensure success in your personal life. As one enters the
workplace, attendance is necessary to meet the timely obligations of this fast-paced
environment. Understanding your role in the workplace and your schedule is very
important. Absences from work should be reported as soon as possible to give
authorities time to find another person to help perform your duties while you are away.
You should plan to return to the workplace as quickly as possible to avoid your work
commitment from being questioned by your employer.

TIMELINESS is important to build a reputation as a timely person. This is important to

show that you are willing to put in the time to get the job done. To build this reputation,
plan to:

• Arrive to the office on time and do not make a habit of leaving early — make
sure you talk to your boss about work hour expectations.
• Arrive to all meetings on time — if you are hosting the meeting, plan to arrive
early to make sure it can be kicked off on time.
• Complete your work on time — if you cannot complete your work on time,
make sure you give your boss adequate notice of the issue and work through
the resolution.
• Plan for vacation in advance — give your boss advanced notice before you
plan vacation.

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• Notify supervisors of unexpected absences as soon as possible — for example,

attempt to quickly contact your supervisor about sickness and personal
emergencies.

CHARACTER is how others perceive someone. Much like an actor who plays a role,
the character traits that one possesses portray an image in others’ minds. Being aware
of your actions and habits plus improving on faults strengthens one’s character.
Maintaining a positive and pleasant character in your workplace keeps your
reputation high, thus allowing you opportunities to be recognized and respected by
your colleagues and employer.

TEAMWORK is what gives strength to a working force. Prejudices and stereotyping

have no home in teamwork. Respect evicted them. Learning to cooperate with your
teammates (your colleagues) as well as being assertive is important in keeping track
of things. Team members should constantly stay up to date with new learning
opportunities, but at the same time, keep confidential information private. Your trust
is assumed and expected when working in a team.

APPEARANCE is one work ethic that really shows. Take pride in how people perceive
you. One’s appearance is directly related to the career field in which they work. True
or false? Let’s see – would you expect your female automobile mechanic to have
grease under her nails and smell of gasoline or diesel fuel? Of course. Would you
expect the female teller at the bank you use to
have grease under her nails and smell of gasoline or
diesel fuel? Probably not. Would you expect your
female automobile mechanic to work in high heels
and a dress? Not likely. In an automobile service
department, the smell of gasoline, diesel fuel, and
oil are accepted odors that most of us expect and
would not find offensive in that setting. You would
expect the mechanic to be dressed safely for work
which would not include heels that she could trip in or a dress which could expose her

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skin to harsh and/or hot chemicals. However, in a bank you would not expect the
person that is greeting the public and handling money to have a strong odor or dirty
nails; you very well might find her offensive.

What’s the difference? Depending

on the career field, acceptable
appearances may vary, as in the example
above. However, regardless of your job,
there is no excuse for not being groomed,
being neat, practicing good personal
hygiene, or using correct and polite
behavior. A lack of attention on your part in
any of these areas can affect your job
and/or your business.

Here are some basic guidelines to ensure you are dressed for success:

Guidelines for men:

• Beards and moustaches as well as protruding nose and ear hair should always
be neat and trimmed.
• Avoid brightly coloured, white or patterned socks and ensure your socks are
long enough to cover your ankles.
• Wear leather belts that match your shoes and overweight men should wear
braces rather than belts.
• Ensure that the length of your trousers is acceptable; they should touch the
front of your shoe and be about two centimetres above the shoe heel.
• Avoid filling your pockets until they bulge.
• When wearing a long-sleeved shirt without a tie at an informal occasion, you
could roll up your sleeves, preferably no further than mid-forearm.
• Wear a plain tie with a striped or patterned shirt, and vice versa. Neatly knot
your tie, leaving no more than half a centimetre of space between your top
button and the knot.
• Make sure your tie is the correct length when knotted; the broad end of your
tie should just touch your belt.

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• Remember your tie is your signature; it reflects your personality and should
harmonise with the rest of your clothing.

Guidelines for women:

• Monochromatic dressing—makes us all look taller and thinner, a richer look.

• Vertical lines--made with clothing, accessories, and colour contrasts make us
look taller and thinner.
• Blazers and jackets —are a must for a professional environment.
• Ask a friend whose appearance you admire for feedback or to help you go
shopping.
• Buy your clothing to fit the size you are now! No one sees the tags. Too tight
and they add pounds, too loose and you look untidy.
• Shoe colour should match or be darker than the hemline.
• A sleeve should always be worn in the office. Sleeveless tops and spaghetti
straps must be covered by a jacket.
• Avoid showing the midriff, see-thru blouses, and short skirt lengths.

Guidelines for men and women:

Clothing and accessories

• Ensure that your clothes are neat and pressed, with no marks, holes, dandruff, loose
hair or animal fur, missing buttons, fallen hems or frayed cuffs visible.

• Wear polished shoes that fit well and that show no sign of wear and tear such as
worn heels or scuff marks.

• Keep jewelry tasteful and remember - less is more.

• Ensure that your clothing is always comfortable. If you are comfortable, you will
automatically be calm and self-assured.

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• Wear black shoes with dark (black, charcoal and navy) or grey-coloured trousers,
slacks or skirts. Shoes that are lighter than your hem-line is a professional no-no.

Hair

• Keep your hair at a length and style which you can properly maintain, in a
clean and neat manner at all times.
• Wash your hair at least twice a week, using a mild shampoo, and always ensure
that you rinse your hair thoroughly.

Nails

• Clip and file your nails to the length you want them, but do not trim them too
close to the skin.

Makeup

• Use make-up sparingly and maintain a natural-looking complexion.

• Ensure that your foundation is the right tone for your skin, there should never be
a line around your jaw line.
• Use blusher sparingly, just enough to give you a natural glow.
• Lipstick should be natural-looking. Use colours that complement your clothing
and complexion.
• Eye make-up must enhance your eyes and not overpower

Perfume / colognes / after-shaves

• Use scents that are mild and pleasant.

• Your scent should not linger for too long after you leave a room.
• Do not cause sneezing fits around you because you have used too much
perfume or cologne.

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A professional attitude towards yourself and your chosen career is critical. Learn to
adapt to the many, multifaceted wonders of life. Be open and accept the changes
that will surely come. No one likes anyone who brags or whines constantly. Let your
language show positive ideas. Your customers also deserve the same professionalism
that is expected by all. Be happy. Let others know that you are there to help.

8.2 What is the difference between ethics and etiquettes?

Ethics are the standards or codes of behaviour considered to be correct and

expected by the group to which an individual belongs. Examples of ethics as
elaborated in the previous section focuses on the generally-acceptable manners and
behaviours within a working setting which one participates. Unfortunately, sometimes
a person's personal morals clash with the ethics he is expected to practice at work.
For example, a criminal defense lawyer may find murder immoral but the ethics of his
job demand that he defends a murderer to the best of his ability. Such conflicts have
to be resolved by individuals professionally and wisely to maintain balance between
personal and working principles.

Etiquette is a code of behaviour that outlines expectations for social behaviour within
a society, social class or group. Rules of etiquette include all aspects of social
interaction including manners. But Etiquette is not just about saying 'please' and 'thank
you'. One important function of etiquette is that it shows respect and deference to
others. For example, in many countries not jumping the queue is considered normal
etiquette. Etiquette can vary a lot from country to country especially in business and
social interaction. For example, the etiquette governing gift giving is different in
different countries. Another example is how much a person is permitted to touch
another person across nations and cultures. In America it may be okay to slap a man
on the back but in China it is a serious breach of etiquette and in Malaysia, body or
skin contact between men and women may seem offensive among the Muslims.

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8.2.1 Workplace etiquette

As etiquette is closely-related to cultural and social norms, it is not easy to find a

standardized workplace etiquette that suits all. The best way to meet the behavioural
expectations that is in line with your working culture is to learn and familiarize yourself
with the norms practiced by your colleagues. This would involve active and friendly
interaction with other staff and some research on cultural practices that are
acceptable and not acceptable by the locals in the area or place that you are
working at. This is especially important if you are working abroad or in places you are
not familiar with.

There are however some common themes for workplace etiquette that can be used
as guidelines to pave your way through when you enter a new workplace:

Common themes for workplace etiquette

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8.3 Sample Workplace Communication

What is workplace communication?

Communication is the process of exchanging information and ideas. There are many
means of communication. To be an effective and valuable member of your
workplace it is important that you become skilled in all of the different methods of
communication that are appropriate.

Addressing Colleagues

How the person introduces themselves to you the first time you meet them is how you
should address them i.e. if they are formal, you remain formal, if they are more informal
introducing themselves by their first name then you need to mirror that. If, after a
period of time, they change that, respect the change and adapt to the new request
e.g. “We will be working together for while please call me Susan.” Where previously
Susan introduced herself as “Dr. Doe”

• Call colleagues by their names - nicknames might be appropriate in a sports

team but not in the workplace.

• If a term of address offends you, politely tell the person and give the name
you prefer.

• To maintain professionalism, family members who work together should avoid

using pet names and nicknames and avoid discussing family issues at the office

• Never address anyone with words such as ‘honey, darling, love, dear or
sweetheart’

Conversations at Work

You spend most of your life at work and therefore you will socially interact with your
colleagues.

Take note of the following:

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• Excessive social chit-chat, office gossip, politics and anything very personal
should be avoided. “Say nothing, then there is nothing!”
• Criticising or reprimanding someone in front of others is hurtful and shows
insensitivity - rather call the person aside and address any issues in private.
• Give praise where praise is due.
• Don’t discuss your personal affairs at work, if your need help go to an
appropriate professional like a counsellor, doctor etc.
• Avoid sexist or racist jokes, especially in a large organisation with a diverse
workforce.
• Avoid asking personal questions and do not feel obliged to answer personal
questions.
• Don’t shout to get someone’s attention - it reflects laziness and disrespect for
the person you are calling and other around you.
• Don’t converse in front of others in a language they don’t understand
• Make sure that anything shared with you in confidence whether work-related
of personal stays that way.

Etiquette for Personal Contact

We have all had experiences where the people around us do not observe the
etiquette of respecting our private space and you will agree that this can make you
feel very uncomfortable. Classic examples would be somebody invading your
personal space in a queue in the supermarket, a stranger on the street standing too
close to you. In business there are also protocols that you need to be aware of and
observe in terms of other people’s personal space:

Introductions

Knowing the rules is critical because it will help you feel more relaxed and confident
and make the subsequent interaction with the other person or people much easier.
When meeting someone for the first time, expect three things: eye contact, a smile
and a handshake.

Who is first?

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• When making an introduction, remember, that in working settings, age and

gender play no role; rank and authority do. If the two people being introduced
are of similar seniority or importance, first introduce the guest or visitor to the
other person, and use their correct titles.
• The rule is that people of lesser authority are introduced to people with greater
authority.
• No matter the seniority, status or gender, a person seated should always stand
up when being introduced.
• Although the person to whom one is being introduced usually extends their
hand first, often both parties will extend hands at the same time.
• When introducing someone to a group of male and female peers at work with
no distinct seniority or importance, make the introduction more general and
informal, for example, “Hi team, I’ll like you to meet...”
• After the introduction, say a few words about the person / people whom you
have just introduced.

Romantic Interaction

Office romance is fairly common these days as the office is where we spend so much
of our time. Handled well it can lead to a relationship. Handled badly it can lead to a
lawsuit for harassment.

• Be Discreet

With social networking sites and TV reality shows encouraging us to let the world into
our most private moments, discretion may be a dying art. When it comes to a
workplace romance, it is much better to keep your relationship private than it is to
flaunt it. This doesn’t mean you should lie about it. Just don’t put it out there for
everyone to watch unfold.

• Set Rules and Have an Exit Plan

Make sure you and your partner are on the same page. Decide how you will proceed
with your relationship as far as the office is concerned. Also figure out how you will
handle it if your relationship doesn’t succeed.

• Be Honest with Each Other

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Honesty is, of course, important in any relationship, but dishonesty can add to the
bitterness that often accompanies the end of a romance. You don’t want to end on
bad terms, particularly because you will have to see each other regularly.

• Don’t Let Your Feelings Get in the Way of Your Job

This may take quite a bit of effort, but if your feelings for your partner influence how
you do your job, you may find yourself looking for a new one (job and partner).

• Stay within the Law

Sexual harassment suits are unpleasant for everyone involved. Be aware of what
constitutes sexual harassment and avoid doing anything that can invite those
accusations.

Work ethics and etiquette have been the backbone of success for centuries.
By taking the time to develop great work ethics and etiquette in the workplace, you
will be accepted as professional and success will be there for you. Combining work
ethics with professional skills invites success to a celebration, and that celebration is all
about you. Understanding what characterizes a professional and subsequently, the
knowledge of the benefits of being professional can act as strong a motivation for
better work performance.

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CHAPTER 9: FORUM

Definition

What is a forum? According to Vocabulary.com, forum is a public discussion. It can

refer to a meeting, a meeting house or any conversation that is available publicly.
Communities however, still hold their own forums, or meetings, usually to discuss local
issues. When you see the word forum, think public conversation. The difference
between a discussion and a forum is, basically a discussion is a conversation or a
debate concerning a particular topic. But on the other hand, a forum is a place for
discussion, a gathering for the purpose of discussion or even a form of a discussion
involving a panel of presenters and often it is also open the participation to the
members of the audience.

Asking questions and joining in discussions and forums are important skills for university
study. Why do we have such activities?

• To understand a subject or a topic area more deeply.

• To explore ideas and exchange information.
• To expand and clarify your knowledge.
• To improve your ability to think critically.
• To come up with particular decision or come to a conclusion.
• To give a chance to hear the thoughts and ideas of other students.

Forum Format

Forum can be structured around a set format or can borrow components from
different formats. Forum presentations can take place in different formats. These
formats will give the group an idea on how to structure their presentation, though
different components can be taken from several formats and combined according
to the group’s particular needs and goals.

1. Panel Presentation

A panel is a format in which the presenters talk to each other in addition to the
audience. Typically, the panel will consist of several group members to whom a
moderator poses questions. The panel members then present their views on the
question and discuss their different answers. The audience has the benefit of viewing
this dynamic discussion play out before them. Often questions will also be taken from
the audience, so audience members can become involved in the discussion as well.
However, with such loose organization, the moderator must maintain control over the
presentation and keep the group on topic.

2. Symposium

A symposium presentation is a group presentation that is essentially a collection of

individual presentations covering a broad topic. The topic is broken up into subtopics,
and each group member, one after another, makes a presentation on his or her
subtopic. Altogether, the group covers the topic in its entirety. This format is very easy
to organize and coordinate as long as each group member remains aware of not

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addressing a different member’s subtopic. Since this method can make for a long
presentation, the group members must concentrate on engaging the audience and
keeping their attention.

3. Public Forum

Public forum debate can be compared to a nationally-televised debate, in which the

debaters argue a topic. The debate in a public forum is conducted by teams of two
people alternating speeches for their side, either affirming or negating their topic.
Successful public forum debaters must make persuasive and logical arguments in a
manner that is accessible to a wide variety of audiences. Public forum debate also
focuses on not only logical, but research based arguments.

4. Oral Report by Group Leader

In this format, the designated leader of a group makes an individual presentation of

the group’s thoughts and findings on a topic. The leader may summarize views from
several different group members and present points of agreement and disagreement.

Roles of Group and Individual Presenters.

Each individual in a group presentation should know their role and stay consistent and
cooperative with the other members. There are several important considerations for
an individual to keep in mind to help a forum succeed.

Role of a Moderator.

The moderator’s job is to help the audience get their needs met through a panel
format. The moderator sets the tone, the pace and control of the content, staying
ever-vigilant in keeping it relevant for the audience. It is the moderator’s responsibility
to make sure the panel is lively, engaging and worthwhile.

Depending on the panel objectives, the panel moderator, has several roles and
responsibilities:

1. Champion for the Audience

• Ensures the panel is talking about timely issues the audience cares about.
• Continually assesses and reacts to the audience.
• Elicits differing opinions and meaningful information.

2. Facilitator

• Sets the agenda and creates an interesting format.

• Keeps the conversation lively and on track.
• Balances panellist participation and intervenes as needed.

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3. Instigator

• Asks tough provocative questions.

• Probes beneath the surface.
• Pushes the panellist to talk about specifics rather than generalities.
4. Timekeeper

• Makes sure the panel starts and ends on time.

• Follows the time frames on the agenda.
• Does not spend too much or too little on any single element.

5. Logistician

• Ensures the panellist show up on time.

• Finalizes the room set.
• Makes sure the Audio Visual is working.

6. Energizer

• Models energy and enthusiasm.

• Works the room and engages the audience.
• Injects a little humour where appropriate.

7. Content Coordinator

• Works with the panellists so presentations do not overlap.

• Identifies the areas of debate and controversy.
• Coordinates slideshows where appropriate.

8. Neutral & Objective

• Does not show bias or favouritism toward any particular side.

• Knows enough about the topic, terms, key issues and acronyms to guide the
conversation.
• Withholds own personal opinions and judgement.

Roles of the Panellists.

The panellist is responsible for presenting his/her perspective on the provided session
topic through conversation, engagement, and debate with fellow panellists. Panellists
are expected to establish their own remarks and talking points.

1. Panellists during Preparation.

• Coordinate with moderator, fellow panellists, and other members involved to

confirm parameters around the content, format and timing for the session.
• Ensure all topics identified for discussion reflect the session title, description and
learning outcomes.

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• Ensure enough knowledgeability on the topic to support Q&A from session

attendees.
• Prepare presentation or any materials needed in accordance to established
deadlines.
• Introduce opportunities to engage attendees in the session content, through
poll questions, Q&A, gamification, reflection exercises.
• Set time to meet with moderator and fellow panellists on-site in advance of the
session, for final preparation (if needed).

2. Panellists during On-site meeting prior to the session.

• Review the session format and agenda. Establish any need for individual
timekeeping or other staff support.
• Review the seating order and make sure it is consistent with prepared slides.
• Review any introductions for accuracy and relevance.
• Confirm on-site presentation needs.

3. Panellists during the session.

• Mingle with attendees as they enter the session room.

• Work with staff to ensure mics are working and stage/audience set is as
expected for the session.
• Maintain awareness of attendees and ensure content is engaging to them.
• Engage attendees.
• Be respectful of the opinions and comments of fellow panellists, leaving
appropriate time for all to share.
• Be responsive to attendees’ questions and comments.

Strategies for improving discussion skills for forum.

If you find it difficult to speak or ask questions in forum, try the following strategies.

1. Observe

Attend as many seminars and tutorials as possible and notice what other students
do. Ask yourself:

• How do other students enter into the discussion?

• How do they ask questions?
• How do they disagree with or support the topic?
• How do other students make critical comments?
• What special phrases do they use to show politeness even when they are
voicing disagreement?
• How do they signal to ask a question or make a point?

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2. Learn to listen

Listening is an essential skill and an important element of any forum. Effective

listeners don't just hear what is being said, they think about it and actively process it.

• Be an active listener and don't let your attention drift. Stay attentive and
focus on what is being said.
• Identify the main ideas being discussed.
• Listen with an open mind and be receptive to new ideas and points of view.
Think about how they fit in with what you have already learnt.
• Test your understanding. Mentally paraphrase what other speakers say.
• Ask yourself questions as you listen. Take notes during class about things to
which you could respond.

3. Prepare

You can't contribute to a forum discussion unless you are well-prepared. Attend
lectures and make sure you complete any assigned readings or tutorial assignments.
If you don't understand the material or don't feel confident about your ideas, speak
to your tutor or lecturer outside of class.

4. Practise

Practise discussing general topics and materials outside class. Start in an informal
setting with another student or with a small group.

Begin by asking questions to fellow students. Ask them about general and everyday
basic topics.

Practice listening and responding to what they say. Try out any discipline-specific
vocabulary or concepts.

Becoming accustomed to expressing your views outside class will help you develop
skills you can take into the more formal environment of a group.

5. Participate

If you find it difficult to participate in big group discussion, set yourself goals and aim
to increase your contribution each week.

An easy way to participate is to add to the existing discussion. Start by making small
contributions:

• agree with what someone has said or;

• ask them to expand on their point (ask for an example or for more
information)
• prepare a question to ask beforehand.

You can then work up to:

• answering a question put to the group

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• providing an example for a point under discussion

• disagreeing with a point.

Voicing an Opinion and Arguing a Point Effectively.

What is an argument? To 'argue' in an academic context is to put forward an opinion

through the process of reasoning, supported by evidence. An argument attempts to
persuade through rational and critical judgement. In academic writing an argument
is sometimes called a claim or a thesis statement, which is also supported with
evidence.

How do we argue?

The aim of academic argument is to explore a question, a proposition or an area of

knowledge and achieve reasoned mutual understanding. It is not important who
'wins'—what matters most is the quality of the argument itself. When you engage in
academic argument in your forum, you are developing your ideas, advancing and
clarifying your knowledge and learning to think critically.

Three Steps on Voicing an Opinion in a forum.

Voicing your opinion and using effective arguing techniques are valuable skills.
Participating in a tutorial discussion can be a bit intimidating, especially when you
want to disagree with a point of view and are not sure how to, or of which language
structures to use.

You may have a great idea, but you need to communicate it effectively and support
it. The three essential parts to a point of view are:

1. A valid opinion (a believable point of view)

• I believe that ...

• I think that ...
• From what I understand ...
• As I understand it ...

2. A reason why

• This is due to ...

• Because ...
• What I mean by this is ...

3. Evidence

(Relevant and up-to-date examples, statistics, explanations and/ or expert

opinions). If you have actual data, examples or expert opinions on hand, refer to
the source.

• This can be seen by ...

• For instance ...
• For example ...

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• An example can be seen ...

• (Author's name) states that ...
• (Author's name) suggests...
• Statistics from (give a source) indicate ...

How to Argue Effectively.

You may be trying to disprove another speaker's point, but it is also important to
disagree politely, and to keep the discussion moving in the right direction. Try the
following three steps to use when disagreeing with another speaker:

1. Acknowledge their thoughts/ ideas

• I can see your point - however ...

• That's a good point, but ...
• I see what you're getting at/ where you're coming from, but ...
• I see what you mean - however...

2. Then explain why you disagree

• That's not always the case because ...

• That's not necessarily true because ...
• This idea isn't supported by statistics/ evidence ...
• I thought the author meant that ...

3. Offer your opinion complete with reason and support

• From what I've read ...

• The statistics seem to indicate that ...
• I think what (author's name) may actually be suggesting is ...
• Other studies by (author's name) show that ...

The Forum Flow.

The forum flow consists of 7 elements basically and they are:

1. Welcoming Address by Moderator

2. Panellists Introduction.

3. Panellists Presentations/Initial Comments

4. Moderator-curated questions directed to the panellists.

5. Questions from the audience directed to the panellists.

6. Summary and Conclusion

7. Closing Remarks/Thank you

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