BCM108_Business Communication(Draft 3)-converted-converted

If you know that list is the subject, then you will choose is for the verb. Rule 1 A subject will come before a phrase beginning with of. This is a key rule for understanding subjects. The word of is the culprit in many, perhaps most, subject-verb mistakes. Hasty writers, speakers, readers, and listeners might miss the all-too-common mistake in the following sentence: Incorrect: A bouquet of yellow roses lend color and fragrance to the room. Correct: A bouquet of yellow roses lends . . . (bouquet lends, not roses lend) Rule 2 Two singular subjects connected by or, either/or, or neither/nor require a singular verb. Examples: • My aunt or my uncle is arriving by train today. • Neither Juan nor Carmen is available. • Either Kiana or Casey is helping today with stage decorations. Rule 3 The verb in an or, either/or, or neither/nor sentence agrees with the noun or pronoun closest to it. Examples: • Neither the plates nor the serving bowl goes on that shelf. • Neither the serving bowl nor the plates go on that shelf. This rule can lead to bumps in the road. For example, if I am one of two (or more) subjects, it could lead to this odd sentence: Awkward: Neither she, my friends, nor I am going to the festival. If possible, it's best to reword such grammatically correct but awkward sentences. Better: 100 CU IDOL SELF LEARNING MATERIAL (SLM)

Neither she, I, nor my friends are going to the festival. OR She, my friends, and I are not going to the festival. Rule 4 As a general rule, use a plural verb with two or more subjects when they are connected by and. Example: A car and a bike are my means of transportation. But note these exceptions: Exceptions: • Breaking and entering is against the law. • The bed and breakfast was charming. In those sentences, breaking and entering and bed and breakfast are compound nouns. Rule 5a Sometimes the subject is separated from the verb by such words as along with, as well as, besides, not, etc. These words and phrases are not part of the subject. Ignore them and use a singular verb when the subject is singular. Examples: • The politician, along with the newsmen, is expected shortly. • Excitement, as well as nervousness, is the cause of her shaking. Rule 5b Parentheses are not part of the subject. Example: Joe (and his trusty mutt) was always welcome. If this seems awkward, try rewriting the sentence. Rule 6 In sentences beginning with here or there, the true subject follows the verb. 101 CU IDOL SELF LEARNING MATERIAL (SLM)

Examples: • There are four hurdles to jump. • There is a high hurdle to jump. • Here are the keys. NOTE: The word there's, a contraction of there is, leads to bad habits in informal sentences like There's a lot of people here today, because it's easier to say \"there's\" than \"there are.\" Take care never to use there's with a plural subject. Rule 7 Use a singular verb with distances, periods of time, sums of money, etc., when considered as a unit. Examples: • Three miles is too far to walk. • Five years is the maximum sentence for that offense. • Ten dollars is a high price to pay. BUT • Ten dollars (i.e., dollar bills) were scattered on the floor. Rule 8 With words that indicate portions—e.g., a lot, a majority, some, all—Rule 1 given earlier in this section is reversed, and we are guided by the noun after of. If the noun after of is singular, use a singular verb. If it is plural, use a plural verb. Examples: • A lot of the pie has disappeared. • A lot of the pies have disappeared. • A third of the city is unemployed. • A third of the people are unemployed. 102 CU IDOL SELF LEARNING MATERIAL (SLM)

• All of the pie is gone. • All of the pies are gone. • Some of the pie is missing. • Some of the pies are missing. NOTE In recent years, the SAT testing service has considered none to be strictly singular. However, according to Merriam-Webster's Dictionary of English Usage: \"Clearly none has been both singular and plural since Old English and still is. The notion that it is singular only is a myth of unknown origin that appears to have arisen in the 19th century. If in context it seems like a singular to you, use a singular verb; if it seems like a plural, use a plural verb. Both are acceptable beyond serious criticism.\" When none is clearly intended to mean \"not one,\" it is followed by a singular verb. Rule 9 With collective nouns such as group, jury, family, audience, population, the verb might be singular or plural, depending on the writer's intent. Examples: • All of my family has arrived OR have arrived. • Most of the jury is here OR are here. • A third of the population was opposed OR were opposed to the bill. NOTE Anyone who uses a plural verb with a collective noun must take care to be accurate—and also consistent. It must not be done carelessly. The following is the sort of flawed sentence one sees and hears a lot these days: • The staff is deciding how they want to vote. Careful speakers and writers would avoid assigning the singular is and the plural they to staff in the same sentence. Consistent: The staff are deciding how they want to vote. 103 CU IDOL SELF LEARNING MATERIAL (SLM)

Rewriting such sentences is recommended whenever possible. The preceding sentence would read even better as: The staff members are deciding how they want to vote. Rule 10 The word wasreplacing was in sentences that express a wish or are contrary to fact: Example: If Joe were here, you'd be sorry. Shouldn't Joe be followed by was, not were, given that Joe is singular? But Joe isn't actually here, so we say were, not was. The sentence demonstrates the subjunctive mood, which is used to express things that are hypothetical, wishful, imaginary, or factually contradictory. The subjunctive mood pairs singular subjects with what we usually think of as plural verbs. Examples: • I wish it were Friday. • She requested that he raise his hand. In the first example, a wishful statement, not a fact, is being expressed; therefore, were, which we usually think of as a plural verb, is used with the singular it. (Technically, it is the singular subject of the object clause in the subjunctive mood: it was Friday.) Normally, he raise would sound terrible to us. However, in the second example, where a request is being expressed, the subjunctive mood is correct. Note: The subjunctive mood is losing ground in spoken English but should still be used in formal speech and writing. The 12 Basic English Tenses The links below are to lessons for each of the 12 basic English tenses*. For each tense we look at: • Structure: How do we make the tense? • Use: When and why do we use the tense? Some lessons look at additional matters, and most of them finish with a quiz to check your understanding. 104 CU IDOL SELF LEARNING MATERIAL (SLM)

Present Simple 105 I do, I do do Present Continuous I am doing Present Perfect I have done Present Perfect Continuous I have been doing Past Simple I did, I did do Past Continuous I was doing Past Perfect I had done Past Perfect Continuous I had been doing Future Simple I will do Future Continuous I will be doing Future Perfect I will have done Future Perfect Continuous I will have been doing CU IDOL SELF LEARNING MATERIAL (SLM)

SUMMARY • \"Your grammar is a reflection of your image. Good or bad, you have made an impression. And like all impressions, you are in total control.\" - Jeffrey Gitomer (American author & business trainer) • Regardless of the type of business you own, it is likely that you still rely a great deal on the written word to put your message across. In this media driven age, written business communications can take many shapes and forms; from the humble memo, letter or fax to a tender, proposal, application or report; not forgetting emails, websites, blogging and other social media communications. Your company’s written documents may include marketing materials, responses to customer enquiries, reports to clients and other stakeholders. • The importance of good grammar in business communications is definitely something that all companies should keep in mind, regardless of their size or the industry they operate in. The first and most basic check should be the use of your computer, tablet or smart phone spellchecking facility; however, you should not rely only on spellcheckers to catch mistakes, as they will not pick up the wrong word being used (e.g., ‘there’ instead of ‘their’). • Proofreading your document is essential; either do it yourself or better still, ask a colleague to help – it is always a good idea to have a fresh pair of eyes to look at what you have written. The best way to proofread a document still is the old-fashioned pen and ruler over a printed copy; other ways include reading it backwards or reading it aloud. • Taking a break and revisiting your work after you’ve finished writing may also improve your ability to spot mistakes. This also gives you a chance to improve on it, correcting wording and punctuation as you go along. This is particularly important for emails, where you don’t get a second chance to make a good first impression. • Equally so, it makes sense that employees who are in charge of business communications are proficient in their job. They should be provided with the right training and support; in addition, there are a number of websites which offer tips on business writing and which can be referred to. • The importance of good grammar in business communications is definitely something that all companies should keep in mind, regardless of their size or the industry they operate in. The 106 CU IDOL SELF LEARNING MATERIAL (SLM)

first and most basic check should be the use of your computer, tablet or smart phone spellchecking facility; however, you should not rely only on spellcheckers to catch mistakes, as they will not pick up the wrong word being used (e.g., ‘there’ instead of ‘their’). • Proofreading your document is essential; either do it yourself or better still, ask a colleague to help – it is always a good idea to have a fresh pair of eyes to look at what you have written. The best way to proofread a document still is the old fashioned pen and ruler over a printed copy; other ways include reading it backwards or reading it aloud. • Taking a break and revisiting your work after you’ve finished writing may also improve your ability to spot mistakes. This also gives you a chance to improve on it, correcting wording and punctuation as you go along. This is particularly important for emails, where you don’t get a second chance to make a good first impression. • Equally so, it makes sense that employees who are in charge of business communications are proficient in their job. They should be provided with the right training and support; in addition, there are a number of websites which offer tips on business writing and which can be referred to. • Finally, you may wish to use the services of a copywriter or a consultant to write, check and proofread your written material (for example, if you are writing for a new website or a marketing brochure). KEYWORDS • Feedback:The receiver’s reaction or response to a message. • Filter:The mental process of perceiving stimuli based on one’sknowledge, experience, and viewpoints. • Form letter:A letter with standardized wording that is sent to different people. • Formal communication network:The transmission of prescribed information through downward, upward, horizontal, and cross-channel routes. • Free writing: Writing continuously for 5 to 10 minutes without stopping as a means of generating a large quantity of material that will be revised later. 107 CU IDOL SELF LEARNING MATERIAL (SLM)

LEARNING ACTIVITY Fill in the sentences below with the appropriate words given in the box. Remember tomake the necessary changes in the word. frequent storm sparkle question 1. a) Some business letters are in the form of a questionnaire in which you have toanswer a set of ………………………. b) When the Manager...................................... his subordinates about the missingfile, they answered quite fearlessly. c) His .................... spirit has not dimmed with advancing years. d) He looked at me …………….………………. 2. a) The ............................ weather kept people at home. b) The MD.................................out of the meeting after meeting stiff oppositionto his proposal. c) The strike was like a .............................. in a teacup because it ended withina few hours of its beginning. UNIT END QUESTIONS A. Descriptive Questions 1. Write the correct auxiliary a. Tell me, you coming to the party? b. They finished the job. c. What you do every Sunday? d. I like to watch TV. There is a good film on. e. She not want to stay at home. She wants to go out with her friends. 108 CU IDOL SELF LEARNING MATERIAL (SLM)

2. Choose the correct form of the verb that agrees with the subject. 109 1. Annie and her brothers (is, are) at school. 2. Either my mother or my father (is, are) coming to the meeting. 3. The dog or the cats (is, are) outside. 4. Either my shoes or your coat (is, are) always on the floor. 5. George and Tamara (doesn't, don't) want to see that movie B. Multiple Choice Questions Fill in the blanks with an appropriate tense form. 1. When I opened my eyes, I ..........................a strange sight. a. saw b. was seeing c. have seen 2. Every morning she ...................... up early and gets ready for work. a. is waking b. wakes c. has woken 3. If I knew what he wanted, I .......................... this. a. will not permit b. would not permit c. would not have permitted 4. I.............................. anything from her in a long time. a. didn't hear b. haven't heard c. am not hearing CU IDOL SELF LEARNING MATERIAL (SLM)

5. The headmaster......................... to talk to you. a. Want b. Wants c. is wanting Answers: 1. (a) 2. (a) 3. (d) 4. (b) 5. (b) SUGGESTED READINGS • Lesikar R.V., Petit J.D. (2016). Business Communication. New Delhi: Tata McGraw. • Chaturvedi, P.D. (2016). Business Communication. New Delhi: Pearson Education. • Raman, M., Sharma, S. Technical (2017). Communication-Principles and Practice New Delhi: Oxford University Press. • Murphy, R., (2015). Elementary Grammar.UK: Cambridge University Press. • Murphy, R., (2015). Essential Grammar in Use, 4th Edition. UK: Cambridge UniversityPress. • Hewing, M. A (2015). Advanced English Grammar.UK: Cambridge University Press. • http:// www.basic English org. • www.everyday English com. • www.edufind .com. • www. language.com. • www.dauniv.ac.in 110 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT-6VOCABULARY – I Structure Learning Objectives Introduction Synonyms, antonyms and contextual usage Synonyms Antonyms How to use synonyms & antonyms to improve vocabulary? Summary Keywords Learning Activity Unit End Questions Suggested Readings LEARNING OBJECTIVES In this unit we would • Explain the Synonyms • Discuss what are antonyms • Explain how to use synonyms & antonyms to improve vocabulary INTRODUCTION Vocabulary is a person's own knowledge of words. It may be anyone, not necessary to be a just language user and it is really very useful to have a good vocabulary because today we can't keep up without any good treasury of words in our minds. There are really many benefits that an enriched vocabulary can give to someone. The biggest benefit is the impact on others. When you use a language with good words, it makes a positive impact on others. There are many reasons why it is important to enrich your list of vocabulary words. Some of them are as follows: 111 CU IDOL SELF LEARNING MATERIAL (SLM)

• Building your vocabulary is important in reading comprehension. • Building your vocabulary will improve your communication skills- verbal and writtencommunication skills will improve and you may be able to better understand anotherindividual. • Building your vocabulary may help improve your personal life, social life and professionallife SYNONYMS, ANTONYMS AND CONTEXTUAL USAGE Synonyms A synonym is a word or expression that has the same or almost the same meaning as another. Synonym examples: • awful / terrible • big / large • smart / clever • photograph / picture Word origin: Greek, syn = same, onyma = a name Short list of synonyms in English, listed by the part of speech Nouns • belly / stomach • children / kids • disaster / catastrophe • earth / soil • father / dad • happiness / joy • instinct / intuition 112 CU IDOL SELF LEARNING MATERIAL (SLM)

• mother / mom 113 • present / gift • sunrise / dawn Verbs • answer / reply • beat / defeat • behave / act • begin / start • close / shut • leave / exit • provide / supply • select / choose • shout / yell • speak / talk • Adjectives • big / large • complete / total • correct / right • crazy / mad • foolish / silly • happy / glad • hard / difficult • ill / sick CU IDOL SELF LEARNING MATERIAL (SLM)

• last / final 114 • near / close • sad / unhappy • stable / steady Adverbs • abroad / overseas • almost / nearly • badly / poorly • fast / quickly • intentionally / on purpose • out / outside • rarely / seldom • sometimes / occasionally • surely / for sure • very / highly / extremely • Prepositions • above / over • about / regarding / concerning • against / versus • below / beneath / under • by / via • despite / in spite of • in / into CU IDOL SELF LEARNING MATERIAL (SLM)

• off / away 115 • until / till • with / including • Conjunctions • and / plus • because / since • but / yet • if / provided • once / as soon as Interjections • hello / hi • gee / gosh • goodness / goodness me / my goodness • no / nope • oh Lord / good Lord • thanks / thank you • whoopee / yahoo / hooray • yes / yeah Antonyms An antonym is a word that means the opposite of another word. Antonym examples: • old / new • black / white CU IDOL SELF LEARNING MATERIAL (SLM)

• strong / weak 116 • break / fix Word origin: Greek, anti = opposite, onym = name Short list of antonyms in English, listed by the part of speech Nouns • day / night • east / west • enemy / friend • failure / success • guest / host • health / disease • question / answer • speaker / listener • summer / winter • top / bottom Verbs • agree / disagree • arrive / leave • begin / end • fall asleep / wake up • find / lose • lend / borrow • love / hate CU IDOL SELF LEARNING MATERIAL (SLM)

• open / close 117 • remember / forget • start / stop • Adjectives • asleep / awake • beautiful / ugly • big / small • black / white • cheap / expensive • dead / alive • dry / wet • easy / difficult • full / empty • good / bad • hot / cold • intelligent / stupid • sad / happy • sick / healthy • thin / fat Adverbs • always / never • angrily / happily • fast / slowly CU IDOL SELF LEARNING MATERIAL (SLM)

• here / there 118 • inside / outside • likely / unlikely • near / far • partly / fully • seemingly / actually • yesterday / tomorrow Prepositions • above / below • against / for • before / after • in / out • like / unlike • on / off • plus / minus • to / from • towards / away • with / without Conjunctions • and / or • therefore / nevertheless Interjections • bravo / boo CU IDOL SELF LEARNING MATERIAL (SLM)

• hello / goodbye • holy cow / duh • phew / oops • thanks / no thanks • yes / no • yippee / oh my Why are synonyms and antonyms important? Knowing synonyms and antonyms can help you express yourself better – more CLEARLY. If you know different words that describe the same thing (but in a slightly different way, or from a different angle), you can choose the best word (synonym) to use. That way, you are able to deliver the exact message you intend to communicate. Knowing synonyms and antonyms can help you express yourself better – with more VARIETY and more COLORFULLY. (Here \"colorful\" means \"interesting or exciting.\") Repeating the same words tends to get monotonous. It doesn't sound good in natural speech, and even more so in artistic writing (poetry, prose). Using synonyms makes your speech or writing richer and more \"colorful.\" Using antonyms helps to emphasize your point, show contrast, or explain exactly what you mean. Antonyms too add \"colors\" to your speech or writing. For example, compare these two paragraphs: • \"The girl looked out the window. While looking out the window, the girl noticed a little kitty. The kitty she noticed was not fat. It was very much not fat.\" • \"The girl looked out the window. While glancing outside, she noticed a little kitty. The kitten she saw was not fat. It was skinny, and not chubby at all.\" In addition, you can really get full understanding of an area if you learn the different synonyms that apply to it, and their nuances. 119 CU IDOL SELF LEARNING MATERIAL (SLM)

How to use synonyms and antonyms to improve vocabulary? Synonyms and antonyms can help remember the words you are trying to learn. For example, let's say you are trying to learn the word bash. \"Bash\" is an informal word which means \"a large or exciting event, with food, drinks, dancing, etc.\" For example, \"Get ready for the biggest birthday bash ever!\" Once you've understood the meaning of the word \"bash,\" you'll find it helpful to know its synonym is \"party.\" (Note that it doesn't work the other way around. Trying to explain a \"bash\" by just saying it's a \"party\" is not very accurate.) In many cases dictionaries list the word's synonyms after certain definitions or inside usage notes. There are also special dictionaries for synonyms. They are called thesauruses. A thesaurus is a book in which words with the same or similar meanings are grouped together. How to use synonyms and antonyms to improve writing skills? Knowing many different synonyms and antonyms can help you diversify your writing. The trick is knowing to choose the right word, and you can't pick the right word unless you actually know it. So, you need to be familiar with many words, and know how and when to use each. This is best achieved by reading, reading, reading, and then some more reading. There are, however, writing exercises you can do to help. An example for a writing exercise with synonyms Let's say you would like to increase your active vocabulary of linking words that add information, such as \"moreover.\" (Active vocabulary is the words you know and actually use.) So here is an exercise to help with that. 1. First, using a dictionary or thesaurus (or several of them), make a list of synonyms to the word \"moreover.\" Here is such a list: 120 CU IDOL SELF LEARNING MATERIAL (SLM)

Moreover, additionally, in addition, further, furthermore, likewise, besides, then, yet, what is more, too, also, as well, to boot. 2. Look up each word in the dictionary. Make sure you understand the definitions. Go over the example sentences. It's important to see how each word/phrase is actually used. Also note the following points: The possible locations of each word/phrase in the sentence (beginning, middle, end). How punctuation is used next to it. At which occasions each word/phrase is used: formal, informal, slang, etc. 3. Write several sentences with each synonym. Here is an example to this: Moreover (formal) The solution offered was long and complicated. Moreover, it seemed ineffective at the time. She is a beautiful woman and, moreover, a talented actress. Additionally The factory had to fire 20% of its workers. Additionally, the management had to reduce manufacturing costs by 40%. In addition There is, in addition, one more problem. In addition to these files, I want you to look into those over there. They won the race, and in addition made a new record. Further We had no pet. We realized, further, that we can't afford any. He lost his ticket. Further, he didn't have his ID with him. 121 CU IDOL SELF LEARNING MATERIAL (SLM)

I would need further information on this. Furthermore She lied about her occupation. Furthermore, she lied about her true age. The baby brought joy into their life. Taking care of him, furthermore, has made them stronger. Likewise (formal) The first week was very hard. The second week was likewise difficult. The people wanted to stop the fighting. Likewise, the government needed to put an end to it. Besides We had many problems besides the mortgage. Besides selling pastries, this bakery also offers a wide selection of drinks. Then I've been very tired lately and then there was the wedding to arrange. Judy and Tracy want to come, and then there is Lisa and her boys, so we need another car. Yet You came late yet another time. I think we need to talk. My boss fired yet another worker. That's the fourth one this month! What is more She lost the case, and what's more she tried to hide it! The show was simply wonderful and what's more, he organized it herself. Too (common in spoken English) Can I see it too? Clean your room, and you should open the windows, too. Also (more formal than \"as well\" and \"too\") Jim is a great singer. He also plays the piano. 122 CU IDOL SELF LEARNING MATERIAL (SLM)

I hated that movie. Also, it was too crowded inside. There weren't a lot of students today. It was also very hot. As well (in American English sounds formal) Will he be there as well? We make boots as well as belts. To boot (humorous or old-fashioned) She wore a red dress and red high heel shoes to boot. Their son can't have grains, and he can't drink milk to boot. That dish looks bad, and it tastes awful, to boot. SUMMARY • English language follows a set of rules like all other languages. Broadly speaking, the part of Grammar concerned with changes in the form of words by internal modification or by affixation is known as accidence and the manner in which these words are arranged in the form of a sentence is called syntax. For example, the root word‘contradiction’ is a noun. It can be changed into different parts of speech. If you say ‘contradict, it becomes a verb and if you say ‘contradictory’ it becomes an adjective. • Successful communication in the business world hinges on ensuring that both parties involved understand the same information in the same way. Vocabulary is a valuable tool that facilitates understanding by reducing larger principles into smaller, more concise words and phrases. Business vocabulary allows two individuals or groups to hold a simpler, clearer conversation without the need to explain complicated ideas or constantly check that information is understood. • While many terms are universal throughout the business world, some vocabulary is restricted to specific fields of business. As you narrow your focus during your education and throughout your business career, building your field-specific vocabulary remains a vital skill that will help you communicate more clearly to further your personal and your business goals. The best way to build your vocabulary is to stay up to date on relevant business documents and 123 CU IDOL SELF LEARNING MATERIAL (SLM)

news—continually refreshing and updating your knowledge will help you more easily incorporate the necessary words and concepts into your everyday speech and written communications. • One of the best ways to build your business English vocabulary is to take a business writing course if you haven’t already done so. No time for school? You can increase your word power by reading more. Spend a little time each day reviewing business writing tips and re-reading correspondence that includes the type of language you would like to use. KEYWORDS • Indirect organizational plan: A plan in which the reasons or rationales are presented first, followed by the major idea. • Informal communication network:the transmission of information through nonofficial channels within the organization; also called the grapevine. • Jargon: The technical terminology used within specialized groups LEARNING ACTIVITY Choose the word which is most similar to the farmers to increase the supply of food. 1. Public policy in regard to food in main economies around the world has not provided adequate incentive, the response to emergencies like accidents is equally sad. a. Acceleration b. Surplus c. Baiting d. Encouragement 2. The National Disaster Management agency, set up a short time ago being a central government agency, has limitations relating to infringing the jurisdiction of the states. a. Breaking b. Violating c. Provoking d. Hampering 124 CU IDOL SELF LEARNING MATERIAL (SLM)

3. Camerata revived the style of musical history that had been used in Greek tragedy taking most of the plots for their operas from Greek and Roman history and mythology, writing librettos or dramas for music. a. Location b. Instrument c. Stories d. Inspiration UNIT END QUESTIONS A. Descriptive Questions 1. Give some examples for synonyms & antonyms from a newspaper 2. Give examples of synonyms & antonyms you use in your daily lives. 3. Give synonyms of a. Ocean b. Inevitable 4. Give antonyms of a. Deep b. Prime B. Multiple Choice Questions 1. Give Synonym for the following word: Pensive a) Sad b) Thoughtful c) Tormenting d) Affectionate 2. Give Antonyms for the following word: Startled 125 a) Amused b) Relaxed c) Endless CU IDOL SELF LEARNING MATERIAL (SLM)

d) Astonished 3. Give Synonym for the following word: Enervate a) Enclose b) Weaken c) Liberate d) Pledge 4. Give Antonyms for the following word: Morbid a) Healthy b) Liberal c) Progressive d) Stale 5. Give Synonym for the following word: Annihilate a) Devastate b) Investigate c) Delay d) Retaliate Answers: 2. (b) 3. (b) 4. (a) 5. (a) 1. (b) SUGGESTED READINGS • Lesikar R.V., Petit J.D. (2016). Business Communication. New Delhi: Tata McGraw. • Chaturvedi, P.D. (2016). Business Communication. New Delhi: Pearson Education. • Raman, M., Sharma, S. Technical (2017). Communication-Principles and Practice NewDelhi: Oxford University Press. • Murphy, R., (2015). Elementary Grammar.UK: Cambridge University Press. • Murphy, R., (2015). Essential Grammar in Use, 4th Edition. UK: Cambridge University Press. 126 CU IDOL SELF LEARNING MATERIAL (SLM)

• Hewing, M. A (2015). Advanced English Grammar.UK: Cambridge University Press. • http:// www.basic English org. • www.everyday English com. • www.edufind .com. • www. language.com. • www.dauniv.ac.in 127 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT-7 READING SKILLS – II Structure Learning Objectives Introduction How to live a life without science Summary Keywords Unit End Questions Suggested Readings LEARNING OBJECTIVES In this unit we would • To explain the importance of technology in today`s times • State the relationship between technology & business communication • Discuss the role of technology in business communication INTRODUCTION Reading is a vital skill, without reading it is difficult to gain knowledge almost every person can benefit from some type of reading. As reading is a skill that is important to nearly every job, whether it is a desk job or a marketing job, for an engineer, a researcher, a pilot or a doctor. It is an area which every professional should examine closely as by reading newspaper, journals, magazines they get to know about the recent procedures, styles, trends and even the customer ‘s requirements. Therefore, employees spend an average of half their work time reading some or other things and if they could improve their reading efficiency, they could greatly improve productivity. ―We used to pick up the telephone. Now we e-mail. Reading and writing are more important than ever. - Gloria Pincu, president of Basic Learning Systems, a training firm in Plantation. 128 CU IDOL SELF LEARNING MATERIAL (SLM)

HOW TO LIVE A LIFE WITHOUT SCIENCE? “The day we stop exploring is the day we commit ourselves to live in a stagnant world, devoid of curiosity, empty of dreams” – Neil deGrasse Tyson. I came across this quote and it made me ponder for a little while. I wanted to relate this to last week’s seminar (16 Aug 2012) by Dr. Maurice Toscano. For those of you who were there, you will recall that he began his discussion with quite a controversial question. Might I add that as soon as he asked the question, a few gasps could be heard around the room, accompanied by looks of disbelief and shock. “What if the communication of science was made illegal … would it matter to anyone?” Time and time again, we hear scientists tell us that it is curiosity that underpins science. Indeed, it does! Imagine a world “devoid of curiosity”, as Dr. Tyson puts it. How much of today’s knowledge and wisdom would remain undiscovered? A scientist is above all curious. A scientist asks questions and looks for an explanation, whether it has been discovered yet or not. A scientist looks to enrich the knowledge of others with his or her discoveries. In a sense, a scientist is much like any other person, be they a philosopher, an artist, an economist or a writer. All have a quality that defines us humans … curiosity. Why else would NASA have given this name to their Martian rover? Curiosity pushes us to discovery beyond the borders of our current knowledge. Banning the communication of science would hence be banning what defines us. It would be neglecting what has allowed humanity to reach its current heights, and abandoning the prospects of reaching new heights. It would create a “stagnant world […] empty of dreams”. SUMMARY • Only reading out the things is not sufficient; it also matters a lot that which type of reading is adopted by the reader. There are various types of reading like: Sampling, Labelling, Skimming, Studying, Summarizing, Scanning, Comprehension etc. All these do help in reading but in a different way, sampling assist in deciding what the relevant material is to 129 CU IDOL SELF LEARNING MATERIAL (SLM)

read, labelling provides an overall idea, and Skimming is to read quickly taking minimum pauses. Studying is more serious of all types of reading, it is used When reading a technical, business or scientific document of greater importance which the reader has to refer in future. Scanning is a type of reading that gives the reader sufficient time to look into the central idea and the subsidiary ideas associated with it. • In today`s competitive era, reading slowly doesn‘t work, so it is required to increase the speed of reading. It is a misconception that when reading speed increases, comprehension suffers ‘, rather if reading with concentrate and analyzing all the points proper understanding will be there even if reading with a good speed. To improve speed, one must try to cultivate the habit of looking at larger group of words. • The e-reading is also very popular now days, many free software ‘s like Kindle, Blio, Caliber, Stanza etc. facilitate in reading through electronic mode by saving papers, and by savingtime. • Reading is a fun in all; it is of a great assistance in acquiring knowledge of everything, from east towest and from north to south, it’s about gaining awareness of the cosmos and then sharing the knowledge back with the cosmos. KEYWORDS • Medium: The form of a message—for example, a memo or telephone call. • Memorandum: A written message sent to someone within the organization. • Message: The information (either verbal or nonverbal) that is communicated. • Mind mapping: Generating ideas for message content by first writing the purpose of the message in the center of a page and circling it and then writing possible points to include, linking each one to either the purpose or to another point; also called clustering. • Minutes: An official record of the proceedings of a meeting that summarizes what was discussed and what decisions were made. LEARNING ACTIVITY 1. Explain in simple language how are your daily routine dependent of technology & the use of e- books in your lives. 130 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT END QUESTIONS 1. State the importance of technology in reading? 2. Using the technology explain the following concept “AIR POLLUTION” 3. Using the technology explain the following concept “NO Smoking” 4. Using the technology explain the following concept “Cancer – a slow killer” SUGGESTED READINGS • Lesikar R.V., Petit J.D. (2016). Business Communication. New Delhi: Tata McGraw. • Chaturvedi, P.D. (2016). Business Communication. New Delhi: Pearson Education. • Raman, M., Sharma, S. Technical (2017). Communication-Principles and Practice New Delhi: Oxford University Press. • Murphy, R., (2015). Elementary Grammar.UK: Cambridge University Press. • Murphy, R., (2015). Essential Grammar in Use, 4th Edition. UK: Cambridge University Press. • Hewing, M. A (2015). Advanced English Grammar.UK: Cambridge University Press. • http:// www.basic English org. • www.everyday English com. • www.edufind .com. • www. language.com. • www.dauniv.ac.in 131 CU IDOL SELF LEARNING MATERIAL (SLM)

UNIT-8WRITING – II 132 Structure Learning Objectives Introduction Note making and note taking Note making Sample Note Making Note taking Business letters Essentials of effective correspondence Elements of good letter Layout of a business letter Type of business letters Sample Business Letter The Seven Cs of business letter writing Agenda and minutes of meeting Agenda Sample of an Agenda Minutes of meeting Sample of Minutes of Meeting Memorandum Sample of Memorandum Modern forms of communication: e-mails, Summarizing E-mails Summarizing CU IDOL SELF LEARNING MATERIAL (SLM)

Summary Keywords Learning Activity Unit End Questions Suggested Readings LEARNING OBJECTIVES In this unit we would • To list the ways how does one make & take notes • To explain how business letters are written, • Discuss how are agendas, notes & minutes of the meeting recorded INTRODUCTION Now-a-days business operations are not restricted to any locality, state or nation. Today production takes place in one area but consumption takes place everywhere. Since the businessmen as well as customers live-in far-offplaces, they don’t have sufficient time to contact each other personally. Thus, there arises the need for writing letters. In the past the situation was not so. Business letters were not essential in olden days. But now the importance of letters has increased because of vast expansion of business, increase in demand as well as supply of goods. NOTE MAKING AND NOTE TAKING Note Making Note-making is a useful learning aid. Good notes highlight and condense relevant information, helping you to pick out the key points on a particular subject. They can also help you translate other people’s ideas into your own words, providing a sound platform for better understanding and recall. With such obvious benefits, it’s important that you find a note-making technique that works for you. Some of the things notes can help with: o Notes can help you to understand and remember material you have read, seen or heard. 133 CU IDOL SELF LEARNING MATERIAL (SLM)

o Notes can help you shape your own ideas, giving you somewhere to refine materialfor later development o You can use notes to plan and organize your content when preparing to write (e.g. draft, presentation, reports etc.). o You can use notes to condense, refine and organize material to help your recall Note Writing Technique Note making can be defined as a systematic method of writing down quickly, briefly and clearly the important points of reading a text. It is a productive skill which integrates both reading and writing skills. Note making is used to o Keep a record of the main points of a reading text for future use and reference o Revise for an exam o Update information o To analyze a text Reading strategy A careful reading plan is to identify the central idea, important points and supporting details. It would enable you to understand the text quickly and make appropriate notes. o Read the text quickly in order to identify its purpose, scope, central idea, logical organization and different writing techniques like narration, description, explanation and so on. o Recognize the key lexical items related to the topic o Identify the relationships among the units within the text o Read the key points and signal words o Ignore irrelevant matter and concentrate on the main parts o Deduce meanings of words and phrases from their context and infer relationships o Interpret graphic aids used in the text 134 CU IDOL SELF LEARNING MATERIAL (SLM)

Indenting Do not write full sentences. Use abbreviations wherever necessary. Help with abbreviations. 1. Use standard abbreviations and symbols Capitalized first letters of words Ex: U.P., USA, USSR, UK Common abbreviations Ex: Sc (Science), Geog. (Geography), Mr., Mrs., Dr, Govt 2. Write the first few and last few letters of a word with an apostrophe in between . can’t(cannot) w’out(without), Use the first letters of the phrases • Kilogram - Kg • Cubic Centimetre - cc • Atomic Mass Unit - AMU • Per annum - P A • Curriculum Vitae - CV 3. Use the first few letters of words orphrases • Approximately - Approx. • Difference–Diff. • Different–Diffrt. • Edition/edited - Ed • Professor - Prof • Assistant - Asst • Month - Mnth • Subject - Sub 135 CU IDOL SELF LEARNING MATERIAL (SLM)

• Reference - Ref • Minute - Min • Temperature - Temp • Hour - Hr. 4.Generally used abbreviations e.g.Example • viz - Namely • et al - and others • N.B. - Take note that • i.e. - That is • cf - compare with, refer to Do not get over enthusiastic with abbreviations. You should not abbreviate every word. As a general rule the heading should not be abbreviated. You may use abbreviations in subheadings. Your notes should look like this: Heading 1. Sub heading A. Point 1 B. Sub Sub heading a) Sub point 1 b) Sub point 2 C. Point 3 2. 2.Sub heading 2 A. Point 1 B. Sub – sub heading a) Sub point 1 Topicalizing 136 CU IDOL SELF LEARNING MATERIAL (SLM)

After reading the passage carefully and identifying the central idea, the main points or supporting details, these should be rephrased. The topic, the main point or the main supporting details should be written as they appear in the text. In the text, these ideas appear in full sentences but while making notes a word or phrase is used to represent an entire section of the text. While rephrasing a section of the text or a sentence, unnecessary or redundant words/phrases should be removed. Schematizing Scientific and technical texts may contain in information in the form of figures, classifications, contrasts, processes and so on. Hence, it is sometimes more convenient to schematize notes, organize notes in the form of tables and diagrams for accurate and easy read back. Organizing Technique The nature and organization of notes depends largely on the type and length of a text. When a text is small the notes may contain just a few phrases. However, when the text contains a lot of information the notes have to be organized in the terms of heading and subordinate points. As the notes have to be read and understood at a large stage, it is very important to organize them in such a manner that the essence of the text can be recalled whenever required. Sample Note Making About 2500 million years ago the earth on which we live was a ball of gas which on cooling, grew smaller and became liquid. The liquid continued to cool, giving of some of its heat by radiation and when liquid grew colder, they solidified. The crust of the earth is the solid matter resulting from this cooling, but probably inside the earth there is still a mass of molten material which has not cooled as much as the outer crust. The crust on which we live and from which we obtain almost everything that we have is not quite rigid. Volcanoes such as Etna and Stromboli in the Italian island remind us from time to time of the force and heat below the ground. Various places on the earth are subject to earthquakes, the country that has suffered most all these is Japan. The study of the earthquakes, the science of seismology, has shown that the origin of many of them is under the bottom of the sea and near the coast of a continent or large island. In an earthquake, the surface of the land may move suddenly in any direction, bringing houses down, changingstraight railway track into a useless zigzag, altering the courses of rivers, changing the shapesof hills and sometimes causing an immense sea wave to rush on the nearest sea shore and add to the destruction. This tidal wave, as it is called, is wrongly named 137 CU IDOL SELF LEARNING MATERIAL (SLM)

because it has nothing to do with the tide. Notes 1. Formation of the Earth a. About 2500 million yrs. Ago — Earth – a ball of gas b. gas cooled – became liquid c. Liquid cooled — turned solid — that is earth’s crust 2. Volcanoes and Earthquakes a. Volcanoes proves heat and force below the crust b. Earthquakes origin — under the bottom of the sea and near the coast of a continent 3. Effect of Earthquake a. Destruction — houses and hills b. Alteration — path of river and railway tracks c. Cause tidal wave Note Taking Notes from Readings “I would advise you to read with a pen in your hand, and enter in a little book short hints of what you find…for this will be the best method of imprinting such particulars in your memory, where they will be ready, on some future occasion…”Benjamin Franklin I have to agree with old Ben Franklin on this one, reading and note-taking really do go hand in hand. If you’re able to write directly on your text, make notes in the margins - this is an excellent way to synthesize what you’re reading. One excellent tip is to write questions in the margins opposite where you find the answers. In this way you’ll be able to review by reading your questions, answering them from memory, and then confirming the answer. When you are taking notes on a separate piece of paper, what you want to do is to create an outline 138 CU IDOL SELF LEARNING MATERIAL (SLM)

for the content of the reading. Be sure to title the outline and date it. Then start by writing the headings from the text, next, IN YOUR OWN WORDS, write the main idea the author is putting forward for each heading. In point form include brief notes on the supporting details and facts. Again, as with reading for comprehension, the idea is to make the material your own. The more you think about, rewrite, reword, and consider what you’ve read, the better you’ll be able to remember what you’ve read. Notes from Lectures Lectures tell you what your teacher thinks is most important – this information is worth noting down. As with notes from readings, when you are taking notes during a lecture, what you want to do is create an outline for what is being discussed. You’ve got two goals in a lecture: one is to understand what is being said, and the other is to take notes of key points IN YOUR OWN WORDS so that you can easily review. Begin with a title, the date, the class name, and the teacher’s name. As main topics and ideas are stated, note them down. Use key words and point form to record details and examples. It can help to create your own set of symbols and abbreviations to draw attention to important facts, dates, etc. During the lecture, try to relate the new information you are hearing to what you’ve read or heard before. Remember that creating links in your brain makes it easier to recall information in the future. BUSINESS LETTERS Business letter will illustrate your commitment to the objective at hand, as you demonstrate the proper techniques of writing a skillful business letter. A letter must be in the desired format, showing a dedication to the requirements, and an understanding that words and letters can make a difference in the lives of others. Your words have meaning, and you need to choose them wisely. Business letters can be informational, persuasive, motivational, or promotional. Essentials of effective correspondence a. Help in maintaining proper relationship 139 CU IDOL SELF LEARNING MATERIAL (SLM)

Now-a-days business activities are not confined to any one area or locality. The businessmenas well as customers are scattered throughout the country. Thus, there is a need to maintainproper relationship among them by using appropriate means of communication. Her businessletters play an important role. The customers can write letters to the businessman seekinginformation about products and businessmen also supply various information to customers.This helps them to carry on business on national and international basis. b. Create and maintain goodwill Sometimes business letters are written to create and enhance goodwill. Businessmen attimes send letters to enquire about complaints and suggestions of their customers. Theyalso send letters to inform the customers about the availability of a new product, clearancesale etc. All this results in cordial relations with the customers, which enhances the goodwill of the business. c. Help in expansion of business Business requires information regarding competing products, prevailing prices, promotion,market activities, etc. If the trader has to run from place to place to get information, he willend up doing nothing. It will simply result in loss of time. But through business letters, he canmake all enquiries about the products and the markets. He can also receive orders fromdifferent countries and, thus enhance sales. Elements of good letter The most important element of writing a good letter is your ability to identify and write to your audience. If you are addressing your letter to the department of human resources, avoid using highly technical terms that only engineers would understand. Even if your letter is addressed to an engineering company, chances are that the personnel in human resources does not have an engineering background. The next element is to make sure you present your objective in a clear and concise manner. Don't be vague about your objective; most people will not have the patience to sit there and guess at the meaning of your letter. Most don’t have the time to read a long-winded letter either, so stick to one page and just get to the point without going into unnecessary details. Another important element to remember is to remain professional. Even if you are writing a letter of complaint, remain polite and courteous. Simply state the problem(s) along with any other relevant 140 CU IDOL SELF LEARNING MATERIAL (SLM)

information and be sure to avoid threats and slander. Remember to introduce yourself if your audience is unaware of who you are. In most cases, the business letter will be the first impression that you make on someone. Though business writing has become less formal over time, you should still take great care that your letter's content is clear and that you have proofread it carefully. Business writing should be clear and concise. Take care, however, that your document does not turn out as an endless series of short, choppy sentences. Keep in mind also that \"concise\" does not have to mean \"blunt\"—you still need to think about your tone and the audience for whom you are writing. Strive to be exact and specific, avoiding vagueness, ambiguity, and platitudes. If there are industry- or field-specific concepts or terminology that are relevant to the task at hand, use them in a manner that will convey your competence and experience. Avoid any language that your audience may not understand. Your finished piece of writing should indicate how you meet the requirements you've listed and answer any questions raised in the description or prompt. Layout of a business letter The essential parts of a business letter are as follows: 1. Heading -The heading of a business letter usually contains the name and postal addressof the business, E-mail address, Web-site address, Telephone Number, Fax Number,Trade Mark or logo of the business (if any) 2. Date - The date is normally written on the right-hand side corner after the heading asthe day, month and years. Some examples are 28thFeb., 2003 or Feb. 28, 2003. 3. Reference- It indicates letter number and the department from where the letter is beingsent and the year. It helps in future reference. This reference number is given on the left- handcorner after the heading. For example, we can write reference number asAB/FADept. /2003/27. 4. Inside address - This includes the name and full address of the person or the firm towhom the letter is to be sent. This is written on the left-hand side of the sheet below thereference number. Letters should be addressed to the responsible head e.g., theSecretary, the Principal, the Chairman, the Manager etc. Example: M/S Bharat FansBharat ComplexHyderabad 141 CU IDOL SELF LEARNING MATERIAL (SLM)

Industrial Complex HyderabadAndhra Pradesh - 500032 The Chief Manager, State Bank of India Utkal University Campus Bhubaneswar, Orissa- 751007 5. Subject - It is a statement in brief, that indicates the matter to which the letter relates.It attracts the attention of the receiver immediately and helps him to know quicklywhat the letter is about. For example, Subject: Your order No. C317/8 dated 12thMarch 2003. Subject: Enquiry about Samsung television Subject: Fire Insurance policy 6. Salutation - This is placed below the inside address. It is usually followed by a comma (,). Various forms of salutation are: Sir/Madam: For official and formal correspondence Dear Sir/Madam: For addressing an individual Dear Sirs/Dear Madam: For addressing a firm or company. 7. Body of the letter- This comes after salutation. This is the main part of the letter and itcontains the actual message of the sender. It is divided into three parts. (a) Opening part - It is the introductory part of the letter. In this part, attention of the reader should be drawn to the previous correspondence, if any. For example-with reference to your letter no. 326 dated. 12thMarch 2003, I would like todraw your attention towards the new brand of television. (b) Main part - This part usually contains the subject matter of the letter. It shouldbe precise and written in clear words. 142 CU IDOL SELF LEARNING MATERIAL (SLM)

(c) Concluding Part - It contains a statement of the sender’s intentions, hopes orexpectations concerning the next step to be taken. Further, the sender shouldalways look forward to getting a positive response. At the end, terms like Thankingyou, with regards, with warm regards may be used. 8. Complimentary close - It is merely a polite way of ending a letter. It must be in accordance with the salutation. For example: Salutation /Complementary close i. Dear Sir/Dear Madam Y ii. Dear Mr. Raj Y iii. My Dear Akbar Y • ours faithfully • ours sincerely • ours very sincerely (express very informal relations.) 9. Signature - It is written in ink, immediately below the complimentary close. As far aspossible, the signature should be legible. The name of the writer should be typedimmediately below the signature. The designation is given below the typed name. Whereno letterhead is in use, the name of the company too could be included below thedesignation of the writer. For example: Yours faithfully For M/S Acron Electricals (Signature) SUNIL KUMAR Partner Type of Business Letters Business letters are written for the fulfillment of several purposes. The purpose may be toenquire about a product to know its price and quality, availability, etc. This purpose isserved if you write a letter of enquiry to the supplier. After receiving your letter, the suppliermay send you details about the product as per your query. If satisfied, you may give orderfor supply of goods as per your requirement. After receiving the items, if you find that theproduct is defective or damaged, you may 143 CU IDOL SELF LEARNING MATERIAL (SLM)

lodge a complaint. These are the few instances inwhich business correspondence takes place. Let us learn the details about some importantbusiness letters. i. Business Enquiry Letter Sometimes prospective buyers want to know the details of the goods which they want tobuy, like quality, quantity, price, mode of delivery and payment, etc. They mayalso ask fora sample. The letter written to sellers with one or more of the above purposes is known asenquiry letter. Points to be kept in mind while writing letters of enquiry- • Letters of enquiry should clearly state the information required, which may be asking for a price list or a sample. • Write specifically about the design, size, quantity, quality, etc. about the product or service in which the buyer is interested. • The period or the date, till which information is required, may also be mentioned. ii. Quotation Letter After receiving the letter of enquiry from a prospective buyer, the sellers supply the relevantinformation by writing a letter that is called quotation letter. These letters are written keepingin view the information asked for like price list, mode of payment, discount to be allowedetc. Businessman should reply to the inquiries carefully and promptly. iii. Order Letter We have studied about letters of enquiry and reply to enquiry i.e.,quotation letter. The prospective buyer after receiving the reply to his enquiry letter maydecide to place on order with that business house which offers goods at minimum price andat favorable terms and conditions. Letters written by a buyer to the seller giving the orderto purchase the goods is called order letter. iv. Complaint Letter A complaint letter is written when the purchaser does not find the goods up to his satisfaction. It is normally written by the purchaser when he receives wrong, defective or damagedgoods or receives incorrect quantity of goods. It can also be written directly to the transitauthority when the goods are damaged in transit. Thus, we may define a letter of complaintas the letter that draws the attention of the supplier or any other party on account of supplyof defective or damaged goods. 144 CU IDOL SELF LEARNING MATERIAL (SLM)

Points to be considered while writing a complaint letter- • Complaint letters should be written immediately after receiving the defective goods. • Mistakes as well as difficulty due to mistake should be mentioned clearly • Proposal to correct the mistakes should be mad • Suggestions on how the complaint should be dealt with, i.e., mention of compensation,replacement, discount, cancellation etc., should be made. • Mention period in which the corrective action should be taken • Request to be careful in future. v. Recovery Letter The letter written by the seller for collection of money for the goods supplied to the buyer is called recovery letter. The aim of recovery letter is to collect money without annoying the customers. The letter should include information regarding the amount of arrears argument for payment, and last date for payment. The language of recovery letter should be polite, so that the customer is not offended and future transactions with him are not adversely affected. Sample business letter Mrs. Sabitha Gouri 22/72 Golden Tower Gandgi Road Hyderabad 5300264 May 26, 2014 The Tiny Tots Toy Company 156 Pyramid Way College Park, Mumbai7420115 Dear Customer Service Representative: 145 CU IDOL SELF LEARNING MATERIAL (SLM)

I recently purchased one of your Tiny Tents (Model # 47485) for my three-year old. Unfortunately, afterviewing the components that came with the product, I discovered that four of the parts were missing. Also, the instructions that came with the tent are incomplete. Both of these situations have resulted in the tent remaining unassembled and unacceptable as a toy for my daughter. I am writing to request replacements for the missing parts, and a copy of the full set of assembly directions for the model I purchased. If reasonable arrangements are not made within ten business days, I will return the tent tothe store I purchased it from and expect a full refund. To assist you in processing my request, I am including a copy of my sales receipt and a list of the missing parts. I have purchased other toys manufactured by your company in the past, and have always been impressed with the quality and selection Tiny Tots has made available to its customers. I sincerely hope this is a one-time incident, and that any future purchases I makewill live up to the standard my family has come to expect from your company. Yours Sincerely Signature Mrs. Sabitha Gouri The Seven Cs of Business Letter writing 1. Correctness At the time of encoding, if the encoder has comprehensive knowledge about the decoder of message, it makes the communication an ease. The encoder should know the status, knowledge and educational background of the decoder. Correctness means: • Use the right level of language • Correct use of grammar, spelling and punctuation • Accuracy in stating facts and figures 2. Clarity Clarity demands the use of simple language and easy sentence structure in composing the message. When there is clarity in presenting ideas, it’s easy for the receiver/decoder to grasp the meaning 146 CU IDOL SELF LEARNING MATERIAL (SLM)

being conveyed by the sender/encoder. 3. Conciseness A concise message saves time of both the sender and the receiver. Conciseness, in a business message, can be achieved by avoiding wordy expressions and repetition. Using brief and to the point sentences, including relevant material makes the message concise. Achieving conciseness does not mean to lose completeness of message. 4. Completeness By completeness means the message must bear all the necessary information to bring the response you desire. The sender should answer all the questions and with facts and figures. and when desirable, go for extra details. 5. Consideration Consideration demands to put oneself in the place of receiver while composing a message. It refers to the use of You attitude, emphases positive pleasant facts, visualizing reader’s problems, desires, emotions and his response. 6. Concreteness Being definite, vivid and specific rather than vague, obscure and general leads to concreteness of the message. Facts and figures being presented in the message should be specif. 7. Courtesy In business, almost everything starts and ends in courtesy. Courtesy means not only thinking about receiver but also valuing his feelings. Much can be achieved by using polite words and gestures, being appreciative, thoughtful, tactful, and showing respect to the receiver. Courtesy builds goodwill. AGENDA AND MINUTES OF MEETING Agenda Before the meeting starts (sometimes given at the same time as the Notice of Meeting), you need to let all those invited to attend the meeting what it is that's to be discussed and the order that these items will be mentioned in. Known as an Agenda, this lets everyone prepare for the meeting in advance so that they can bring up any important points at the relevant time. 147 CU IDOL SELF LEARNING MATERIAL (SLM)

A formal agenda should always contain the following information: 1. The word Agenda 2. The name of the organisation, group or person calling the meeting 3. The date and time of the meeting 4. The meeting venue 5. Apologies 6. Minutes of the Last Meeting 7. Matters Arising 8. Your meeting's topics listed one after the other 9. Any Other Business 10. Date and Time of Next Meeting The first 4 points here make up the header section for the Agenda, so the order of the information may vary - as in the example agenda shown above, where the word 'Agenda' appears after the rest of the header information. A numbered list should then be given, with 5 of the points fixed as shown in the list above, and any points specific to this particular meeting listed in the middle of them. That is, start with Apologies (who can't attend the meeting), Minutes of the Last Meeting (even for a first meeting - this just becomes 'not relevant') and Matters Arising (points still to be addressed from the previous meeting's minutes). Next come specific points for this meeting, and then round off with Any Other Business (sometimes abbreviated to AOCB - for Any Other Current Business) where any relevant items not already discussed in the meeting can be mentioned. Finally, the last point on the Agenda should be a note of when the next meeting will be. Sample of an Agenda 148 CU IDOL SELF LEARNING MATERIAL (SLM)

Minutes of Meeting During the meeting itself, it is important that all points raised are noted so that a summary of the full meeting is recorded. These are the Minutes and they should show what was discussed, more especially what was agreed (or ruled out), and any action points - a note of something that has to be carried out, by whom, and usually with a deadline. Like the Notice of Meeting and Agenda, the Minutes should contain some fixed information and follow a standard layout. The headings in the Minutes should follow those in the Agenda for this meeting, after stating: 1. The name of the meeting 2. Its venue, date and time 3. Who was in attendance? 4. Who sent apologies (this one sometimes appears as heading 1)? The Minutes of the Last Meeting and Matters Arising are then used as headings with relevant information recorded against each. All topics listed in the Agenda then follow, before the Minutes round off with Any Other Business and close with the Date of Next Meeting. Sample of Minutes of Meeting 149 CU IDOL SELF LEARNING MATERIAL(SLM)