BUSINESS ENGLISHLECTURE 30 (ENG 554)

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REVISIONLecture 1-11 Teacher’s and Course Orientation Basics of Business Communication Basics of Language Efficiency in

Business Management

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Business writing has covered basic writing skills to enable students to write

business letters, memorandums, minutes, resumes and reports. Oral presentations as well as interviewing

skills and listening for better communication are also part of the course.

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Lecture 1

Basic Communication Participants of communication process Role of IT Communication Barriers

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Business Communication5

The Medium6

The Medium

How the communication is to be made Important to select an appropriate

medium for the message: Need to consider the needs of the sender,

the nature of the receiver and the aims of the communication

Inappropriate medium can be a barrier to effective communication

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Value8

Value

Vast majority of problems in business are caused by ineffective communication in one form or another

Businesses essentially human focused organisations

Value of good communications therefore inestimable

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To Whom?10

To Whom?

Who the communication is aimed at is an important factor:

The nature of the medium and the content may depend on who it is aimed at

Necessity of being sensitive to the receiver

Should communication be formal or informal?

E.g.

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To Whom

E-mail communication: Does it need to adhere to normal rules

of spelling, punctuation and grammar? Is it appropriate to use text speak?

Is this OK 4U or is txt 1 stp 2fr? Are there different rules for different

situations? How do you know what the receiver expects? What damage can be caused by inappropriate

e-mail messages?

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Type

Type of message may be an important factor in determining the medium, content, approach, etc.

Good news? Bad news? Information? Instruction? Each of the above may require a different

approach and a different medium.

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The Message14

The Message

What is the communication designed to achieve?

This needs to be considered carefully to judge the best method of delivery and to judge the effectiveness of the feedback as to whether the message has been successful.

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Role of ICT16

Lecture 2

Nature of Barriers Communication Failure Defensiveness: Employer vs. Employee An Analysis: Communication barriers;

Effective communication

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Communication Goals

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To change behavior

To get action

To ensure understandingTo persuade

To get and giveInformation

Source: CGAP Direct

A Basic Model of the Communication Process

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Leader encodes message

Receiver decodes messageChannel

Return message encoded and sent

Feedback Loop

Potential noise and distortion

Barriers to communication

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NoiseInappropriate mediumAssumptions/MisconceptionsEmotionsLanguage differencesCultural differencesPoor listening skillsUse of jargonDistractions

The Leader as Communication Champion

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Internal and external sources

Strategic ConversationOpen climate ListeningDiscernmentDialogue

Purpose DirectedDirect attention to vision/values, desired outcomes; use persuasion

MethodsUse rich channels Stories and metaphorsInformal communication

Leader as

Communication Champion

Ten Keys to Effective Listening

Keys Poor Listener Good Listener

1. Listen actively Is passive, laid back Asks questions; paraphrases what is said

2. Find areas of interest Tunes out dry subjects Looks for opportunities, new learning

3. Resist distractions Is easily distracted Fights distractions; tolerates bad habits; knows how to concentrate

4. Capitalize on the fact that thought is faster than speech

Tends to daydream with slow speakers

Challenges, anticipates, summarizes; listens between lines to tone of voice

5. Be responsive Is minimally involved Nods; shows interest, positive feedback

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(contd.)

Keys Poor Listener Good Listener

6. Judge content, not delivery

Tunes out if delivery is poor

Judges content; skips over delivery errors

7. Hold one’s fire Has preconceptions; argues

Does not judge until comprehension is complete

8. Listen for ideas Listens for facts Listens to central themes

9. Work at listening No energy output; faked attention

Works hard; exhibits active body state, eye contact

10. Builds for long term relationship

Resists difficult material in favor of light, recreational material

Does not interrupt or try and sell ideas – uses influence

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Lecture 4

7 C’s of Communication1. Completeness2. Conciseness3. Consideration4. Concreteness5. Clarity6. Courtesy7. Correctness

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1) Completeness

Message Receiver- either listener or reader, desire complete information to their question. e.g.

suppose you are working with multinational company who is engaging with engineering goods , like A.C. Now let say one of your major customer wants some technical information regarding “thermostat” (because he wants to convey the same to the end users ). In this case you have to provide him complete information in a short span of time.

If possible, provide him some extra information which he does not know,.

In this way you can maintain a good business relation with him, otherwise he may switch to an other company.

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Five W’s

One way to make your message complete is to answer the five W’s.

WHO? WHAT? WHEN? WHERE? WHY? The five question method is useful when you write

requests, announcements, or other informative messages.

For instance, to order (request) merchandise, make clear WHAT you want, WHEN u need it, WHERE it is to be sent.

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2) Conciseness

Conciseness means “convey the message by using fewest words”.

“Conciseness is the prerequisite to effective business communication.”

As you know that all businessmen have very short time .

Hence a concise message save the time and expenses for both the parties.

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How To achieve the conciseness ?

For achieving the conciseness you have to consider the following.

1.Avoid wordy expression2.Include only relevant material3.Avoid unnecessary repetition.

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3) Consideration

Consideration means – To consider the receiver’s Interest/Intention.

It is very important in effective communication while writing a message you should always keep in mind your target groupconsideration is very important “C” among all the seven C’s.

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Three specific ways to indicate consideration

i-Focus on “you” instead of “I” or “We”ii-Show audience benefit or interest of the

receiveriii-Emphasize positive, pleasant facts.Using “you” help you, but over use lead a

negative reaction.

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4) Concreteness

It means that message should be specific instead of general. Misunderstanding of words creates problems for both parties (sender and receiver).

when you talk to your client always use facts and figures instead of generic or irrelevant information.

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The following guidelines should help you to achieve the Concreteness.

i- use specific facts and figuresii-choose image building wordse.gGeneralHe is very intelligent student of class

and stood first in the class.

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Accurately is purpose of clarity

In effective business communication the message should be very much clear. So that reader can understand it easily.

You should always Choose precise words.

Always choose familiar and easy words.Construct effective sentences and

paragraphs.

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In business communication always use precise words rather longer statements.

If you have a choice between long words and shorter one, always use shorter one.

You should try your level best to use familiar/easy to understand words so that your reader will quickly under stand it

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Courtesy Knowing your audience allows you to use

statements of courtesy; be aware of your message receiver.True courtesy involves being aware not only of the perspective of others, but also their feelings. courtesy stems from a sincere you-attitude.

it is not merely politeness with mechanical insertions of “please” and “Thank you” .

Although Appling socially accepted manners is a form of courtesy .

rather, it is politeness that grow out respect and concern for others.

Courteous communication generate a special tone in their writing and speaking.

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7) Correctness

At the core of correctness is proper grammar, punctuation and spelling.

however, message must be perfect grammatically and mechanically

. The term correctness, as applied to business messages also mean three characteristics

o Use the right level of languageo Check the accuracy of figures, facts and

wordso Maintain acceptable writing mechanics

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Lecture 5

1. Business Communication (BC) What defines BC Purpose of BC Importance of BC 2. Technical Documents in Business Types of Documents 3. Business Letters (BL) Nature Purpose Parts Style and Punctuation FormatBusiness LanguageListening Exercise

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The importance of Business writing:

Is important to success in business Lets you conduct business Takes time Costs the company Reflects your interpersonal

communication skills Often involves teamwork

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Business English for Writing Skill Business writing will cover basic writing

skills to enable you to write: business letters, Emails and memorandums, minutes, resumes reports Oral presentations interviewing skills and listening for better business communication

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Business Letter

The business letter is the basic means of communication between two companies.

Most business letters have a formal tone.

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Purpose of Business Documentation

You will write business letters to inform readers of specific information.

However, you might also write a business letter to persuade others to take action.

Business letters even function as advertisements.

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Parts of a Business Letter

Date Line: current date written out as month, day, and complete year

Inside Address: name and address of the business to whom you are writing

Salutation: letter’s greeting – you use the same name you used in the Inside Address – using Dear Mr./Mrs./Ms./Miss

Body: message or ‘meat’ of the letter Complimentary Closing: letter’s goodbye –

using phrases such as Yours truly and Sincerely yours

Signature: writer's handwritten signature Writer’s Identification: writer’s typed name

and address

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Business Letter Writing Checklist Keep it Short

Cut needless words and needless information.

Cut stale phrases and redundant statements.

Keep it Simple Use familiar words, short sentences and

short paragraphs. Keep your subject matter as simple as

possible Use a conversational style.

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Business Letter Writing Checklist Keep it Strong

Use concrete words and examples Keep to the subject

Keep it Sincere Be human and as friendly as possible Write as if you were talking to your reader

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Persuasive Letters

The purpose of a persuasive letter is to sell your idea to someone. You are trying to get them to do something they may not want to do.

AIDA Formula First paragraph A-Attention; Second paragraph I-Interest; Third paragraph D-Desire; Fourth paragraph A-Action.

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In a NutshellBusiness Letters in English

Business letters are formal paper communications between, to or from businesses and usually sent through the Post Office or sometimes by courier.

Business letters are sometimes called "snail-mail" (in contrast to email which is faster).

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Lecture 6

4. Direct vs. Indirect/ Good news vs. Bad news Letters (BNL)

12. Bad News Letters: Four-part Pattern 13. Example 14. Writing BNL Objectives, Approach, 15. Letters: Inquiry, Request, Sales,

Customer Relation, Claim, Adjustment, Yes and NO Adjustments Language Expansion Listening

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Two Letter Techniques: 49

Direct vs. Indirect

Best for:•Good news•Non-emotional issues•Audiences that prefer a straightforward approach

Best for:•Bad news•Less direct readers (some international)•Sensitive situations•Issues that need explaining

Introduction:•Establishes a reason for writing•Presents main idea

Introduction:•Acts as a buffer with a positive or neutral statement•Compliments the readers, agrees, appreciates, thanks, and more

Body:•Provides and explains details

Body:•Explains situation first•Leads up to the point/issue•States point/issue•If possible, links bad news with benefits•Does not place blame

Conclusion:•Reminds of any deadlines•Presents call for action•Looks to future

Conclusion:•Does not apologize•Gracious closing

Goals in Communicating Bad News

Example: Request for Donation from your company

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Acceptance Positive image Message clarity (to avoid additional

correspondence) Protection (avoid creating legal liability)

Don’t use careless language Avoid the “good-guy” syndrome

Four-Part Indirect Pattern for Bad News

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BufferOpen with a neutral but meaningful statement that

does not mention the bad news Reasons

Explain the causes of the bad news before disclosing it

Bad NewsReveal the bad news without emphasizing it. Provide

an alternative or compromise, if possible Closing

End with a personalized, forward-looking, pleasant statement. Avoid referring to the bad news

Buffering the Opening52

The intent of the buffer is to reduce shock or pain.

Examples: If there is good news and bad news, start

with the good news Begin with a compliment, if appropriate Give appreciation Agree with the reader about something Provide facts Show understanding Give an apology, if appropriate

Objective of Indirect Approach

• Ease the reader/audience into the part of the message that justifies the decision or builds goodwill

• Convey the bad-news without bruising the reader’s feelings

• Help reader know the decision is firm, fair, and still build goodwill

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Some Approaches for the Buffer

• Agreement • Appreciation• Cooperation• Good News• Understanding• Fairness

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Buffer Basics

• Avoid saying no• Don’t build up false hopes• Don’t Apologize• Do make it relevant• Do stick to the point• Do be concise

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Stating the Refusal

• Make answer clear but positive• Place bad-news in middle of paragraph• Minimize space saying it; get to the

point• Use if or when to suggest conditions for

future good-news• Don’t be blunt • Offer alternative if possible

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Use of the DirectDirect Approach• For internal

memos• For routine bad-

news to other businesses

• For audience who prefer direct news

• For situations that demand firmness

• For minor negatives

• For close friends and associates

• For bad-news first, then reasons , then a courteous close

• For shorter message

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Inquiry Letters

Purpose: Ask for information State clearly what information you are requesting

and why Write specific, concise, to the point questions

that are both easy to understand and easy to answer Use bullets to highlight the questions Leave space for the readers to answer the questions Attach a questionnaire if you have more than 5

questions Specify when you need the answers by Thank the reader

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Special Request Letters

Purpose: Make a special demand State clearly who you are and why you are writing Convince the reader to help Show you are hard working Discuss your reason for the request Show you understand the situation and have done research Discuss why the person you are writing to is the best person

to help Write specific, concise, to the point questions that are both

easy to understand and easy to answer Use bullets to highlight the questions Leave space for the readers to answer the questions Attach a questionnaire if you have more than 5 questions

Specify when you need the answers by Thank the reader Offer the reader a copy of the report or results Ask for necessary permissions

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Sales Letters

Purpose: to persuade the readers to “buy” a product, service, idea, or point of view

Grab the reader’s attention Highlight the product’s appeal Show the product's use Conclude with a request for action (buy it!) Appeal to the reader with reader-centered issues

(health, convenience, service, saving money…) Use concrete words and colorful verbs Be ethical and truthful Don’t brag or go on

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Customer Relations Letters

Purpose: establish and maintain good relationships with the customers

Be diplomatic Be persuasive Write from and understand the reader’s

perspective There are several types…

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Claim Letters: A Type of Customer Relations Letter

Purpose: Express a complaint and request specific action (must have both)

Choose a direct or indirect approach Direct is best for routine claim letters: claim is backed by

guarantee, warrantee, contract, reputation, or more Indirect is best for arguable claim letters: when the claim

is debatable or unusual Use a professional, rational, if possible positive,

tone, and not a hostile, negative, and/or emotional tone

Clearly describe product or service with necessary details

Explain the problem with details Propose a fair, precise, and appropriate

request/adjustment Present an explicit deadline

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Adjustment Letters: A Type of Customer Relations Letter

Purpose: Respond to claim letter with solution

Work to reconcile the situation and restore the customer's trust in your company

“Be prompt, courteous, and decisive” Use a positive or neutral tone without

being begrudging or taking full blame Two types: “Yes” or “No”

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“Yes” Adjustment Letters

Start with an apology and admit claim is justified

Quickly present favorable news Specifically state how you are correcting

the problem Explain what happened and why Conclude with a friendly, positive note

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“No” Adjustment Letters

Use an indirect approach “Thank the customer for writing” Restate the customer’s problem Explain what happened and why without

placing blame Clearly state discussion without hedging Link “no” to benefits Conclude with concise gracious statement

to (leave) open the door to future business

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Lectures 7 & 866

Cover letter Acceptance Letter Acknowledgment Letter Complaint Letter Resignation Letter Letter of recommendation

Cover Letter67

Should provide the following information

1. Identify an employment area 2. Point out your source of

information3. Summarize your qualification4. Refer the reader to your résumé5. Ask for interview

Content of the Cover Letter

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In the first paragraph, you should state what job you are applying for and how you learned about it.

You should also state your general qualifications for the job.

Pick out the most relevant qualifications listed in your resume and discuss them in detail

Be as specific as possible, and refer the reader to your resume for additional details.

State where and when you can be reached, and express your willingness to come to an interview or supply further information.

Acceptance Letters69

This letter is written in order to accept a received job offer.

It should be written within a week of receiving the offer.

Acknowledgment Letters70

In this letter you acknowledge receiving an item (letter, box, or something).

It serves as a good public relation practice. In this letter you mention what and when items are received in a short and polite manner.

Complaint Letters71

When customers are not satisfied with goods and services that are offered by businesses, they write complaint letters asking for fixing these situations.

In order to be more effective, the tone of the letter should not be angry.

In order to obtain a positive response, you should not vent your anger in the letter.

You should state your claim supported by factual evidence and ask for adjustment.

Lecture 9

Memos and E-mail writing 1. Two important elements of Technical

Communication: Audience, Purpose 2. Difference of conventions: Letters,

Memos, Emails 3. Writing strategies: Tone; YOU

approach; 7 C’s 4. Context study – Good-news-first

strategy, Reader center strategy 5. Logical organization: Headings,

subheadings, lists – tables

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6. Active conclusion 7. Writing Memos 8. Types: Procedure; information; request; reply; 9. Bread and butter – Body parts and persuasive

strategies 10. Writing process: Plan – Draft – Write /

Prewriting-writing-postwriting 11. Formats 12. Writing: Intro-body-closing 13. Effective/ineffective memos 14. Memo Writing Workshop

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Memos and Emails

Three genres you will encounter most often in the workplace

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Reflect and Act

Reflects image of you and your company

Often act as the “wrapper” to larger technical documents

Résumés Proposals Reports

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When you encounter a new genre, remember the two most important elements to technical communication:

1. Audience

2. Purpose

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Memo Conventions

Less formal and shorter than letters

Used most often for communication within one organization

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E-mail Conventions

Least formal of the three genres

Replacing memos because of its technological advantages

Always professional and free of errors

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6: Organize your paragraphs logically State the subject and purpose. Explain the problem in detail. Describe how the problem

inconvenienced you. State what you would like the reader to

do. Thank the reader for his or her response. Provide contact information.

Claim Letters and Memos: from Johnson-Sheehan, Technical communication Today, 2nd ed., p. 482

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7: Keep your paragraphs short!

No more information than necessary!

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8: Use headings, lists, and tables

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Review Basics

Pay attention to tone Have a brief “state-your-purpose” introduction Review the context

If writing a response to some other communication, repeat the details of the context

Follow a good-news-first, bad-news-last strategy Use a reader-centered strategy

Reader and writer usually have a mutual goal – they both want something!! Both parties needs to feel they have gained something.

Organize paragraphs logically Intro, Narration, Petition and Justification

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Points to Remember

Memos are a form of internalcorrespondence for employees

The format of memos differ extensively from letters

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Procedure and Information Memos

These routine messages usually flow downward; they deliver company information and describe procedures.

Tone is important; managers seek employee participation and cooperation.

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Request and Reply Memos

Memo requests for information and action follow the direct pattern.

Memo replies are also organized directly with the most important information first.

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Characteristics of Successful Memos and E-Mail Messages

Headings: To, From, Date, Subject Single topic Conversational tone-Informal Conciseness Visual signalling

HighlightingNumbersBullets

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The Writing Process Analyze and anticipate

Research and compose

Revise, proofread, and evaluate

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Organization of Memos

Memo headings

Subject line

Opening

Body

Closing

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Lecture 1089

E-Mail Writing 1. The writing Process 2. Structure and Format 3. Opening-body-closing 4. Critical thinking 5. 10 mistakes – sabotage your career

Email Writing

1. What is the purpose of the routine request?

2. How effective is the subject line?

3. Is the opening direct or indirect?

4. What does the writer want the reader to do?

5. How should the memo begin? What should be in the body?

6. What highlighting techniques could be used?

7. What should be included in the closing?

8. Should a reason be given along with an end date?

Ch. 7, Slide 90

Lecture 1191

Business Meetings, Planning- Execution and Minute Writing

1. Meeting: Essential Meeting elements 2. Questions for planning a meeting 3. The need for agendas/ Sample 4. Pre-meeting tasks 5. During meeting tasks 6. Post-meeting tasks 7. Common Disruptive task 8. Dealing with Loudmouths 9. Preparing the minutes

What is a Meeting?

Meeting

A scheduled gathering of group members for a structured

discussion guided by a designated chairperson

Essential Meeting Elements

Questions for Planning a Meeting

Why are we meeting?Who should attend the meeting?

When should we meet?Where should we meet?What materials do we need?

The Need for AgendasAgenda

The outline of items to be discussed and tasks to be accomplished

during a meeting

An agenda . . . is an organizational tool. helps members prepare for a meeting. is a time management tool. provides a measure of success.

A Business Meeting Agenda Purpose of

Meeting Names of Group

Members—present or absent

Date, Time, and Place

Call to Order Approval of the

Agenda

Approval of Previous Meeting’s Minutes

Individual and Committee Reports

Unfinished Business

New Business Announcements Adjournment

What to Include in the Minutes Name of the

group Date and place of

meeting Names of

attending members

Name of the chair Names of absent

members

Time the meeting was called to order

Time the meeting adjourned

Name of person preparing the minutes

Summary of discussion and decisions including action items

Taking Minutes Write clear statements that summarize

the meeting’s main ideas and actions. Word decisions, motions, action items,

and deadlines exactly as the group makes them.

If in doubt, ask the group for clarification.

Attach the agenda and any reports to the final copy of the minutes.

Conducting Interactive Conducting Interactive Meetings and Writing MinutesMeetings and Writing Minutes

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I. Steps in Planning a Meeting

II. Setting the Agenda Elements Order of agenda items Example

III. Participating in Meetings The Chairperson The Secretary The Participants

Conducting Interactive Conducting Interactive Meetings and Writing Minutes Meetings and Writing Minutes (cont’d)(cont’d)

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IV. Resolving conflict Possible outcome Win-win assumptions

V. Writing Minutes of Meeting Elements Producing minutes Example

VI. Strategies to Improve Your Listening Effectiveness

Steps in Planning a Steps in Planning a MeetingMeeting101

1. Determining the purpose Information sharing Decision making

– Identifying issue / brainstorming– Persuasion and negotiation / discussion– Decision

Problem solving– Identifying solution(s) / brainstorming– Evaluating solution(s) / discussion– Choosing best solution(s) / decision

Steps in Planning a Meeting Steps in Planning a Meeting (cont’d)(cont’d)102

2. Selecting the participants Key contributors Decision makers

3. Setting the agenda Frames the structure of the meeting. Consists of a list of items to be discussed. Distributes meeting content in advance for

better contribution. Allows chairperson to keep the meeting

focused and achieve its purpose. Presents items in order they appear and the

limit allocated by the chairman.

Steps in Planning a Meeting Steps in Planning a Meeting (cont’d)(cont’d)103

4. Picking the convenient time and the location Time of day

– Morning versus afternoon Venue

– Comfort and convenience– Seating

5. Preparing notice of meeting

6. Sending out documents

7. Copying minutes of last meeting

Setting the AgendaSetting the Agenda104

Elements of the Agenda1. To : Involved personnel2. From : Chairperson3. Date : Date of the meeting4. Subject: Brief description of the meeting5. Issues to be discussed6. Person responsible for any designated

issues7. Designated time line8. See Samples

Participating in MeetingsParticipating in Meetings105

The Chairperson Before the meeting During the meeting

The Secretary Before the meeting During the meeting After the meeting

The Participants Before the meeting During the meeting After the meeting

Participating in Meetings Participating in Meetings (cont’d)(cont’d)106

Each participant has a role to play in a meeting as follows:

THE CHAIRPERSON Beforehand:

Establishing purpose Deciding if a meeting is necessary Choosing participants Preparing agenda Circulating agenda etc. Checking arrangements

Participating in Meetings Participating in Meetings (cont’d)(cont’d)107

THE SECRETARY Beforehand:

Helping distribute the agenda to participants Checking physical arrangements Preparing stationery and necessary

documents etc Booking venue

Participating in Meetings Participating in Meetings (cont’d)(cont’d)

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During the meeting: Taking notes for the minutes Providing information to chairperson and

participants if needed

After the meeting: Writing up the minutes Checking accuracy of the minutes with the

chairperson Circulating the minutes to participants

before the next meeting

Participating in Meetings Participating in Meetings (cont’d)(cont’d)109

THE PARTICIPANTS Beforehand:

Reading the agenda and any other pre-meeting documentation

Preparing for the meeting Confirming availability Being punctual to the meeting

Participating in Meetings Participating in Meetings (cont’d)(cont’d)

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During the meeting: Making relevant and productive contributions Asking for clarification if necessary Being prepared to justify opinions Being attentive and listening Being aware of your and others’ body

language

After the meeting: Following up with any action agreed during

the meeting

Writing Minutes of Writing Minutes of MeetingsMeetings

111 About minutes

1. Can be defined as a written record of the business transacted at a meeting.

2. May well have some legal and authoritative force.

3. Must summarize the major contributions to the discussion in such a way that each speaker’s interactions are recorded

4. Must be clear about what the speaker “meant”, not just what the individual “said”

5. The process of minutes writing is a process of interpretation, not just repetition

Writing Minutes of Writing Minutes of Meetings (cont’d)Meetings (cont’d)

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Check that the minutes

1. Provide a true, impartial and balance account of the proceedings;

2. Are written in clear, concise and unambiguous language;

3. Are concise and accurate;

4. Follow a method of presentation which helps the reader assimilated the content.

Writing Minutes of Writing Minutes of Meetings (cont’d)Meetings (cont’d)

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Elements to be included in a minutes:

1. Heading (including where and when the meeting was held)

2. Present (who was there)3. Apologies of Absence4. Minutes of the previous meeting (note any

corrections and state the minutes were accepted as a true record of the meeting [with the above corrections, where applicable])

5. Statements of what actually occurred at the meeting

6. Any Other Business (AOB)7. Who was the chairperson and who the secretary8. The time the meeting adjourned and when the

next meeting is to take place

Writing Minutes of Writing Minutes of Meetings (cont’d)Meetings (cont’d)114

Types of minutes writing:

1. Narrative minutes A summary of the discussion leading up to a decision. Useful for meetings that a more detailed record of the

discussion is preferable.2. Resolution minutes Actual resolutions are emphasized,

but only give brief details of the discussion itself. Opinions stated, conflicts among members and

disagreements are treated off-record.3. Action minutes Record the decision made on the issue and

the action (what) to be taken (by whom) and (when).

Strategies to Improve Your Strategies to Improve Your Listening EffectivenessListening Effectiveness

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Second language listening problems Native speaker accents and pronunciation Speed: Perceived pace of native speaker delivery

Inability to predict because of unfamiliarity with Concept / subject matter Terminology Cultural references

Sustaining concentration

Strategies to Improve Your Strategies to Improve Your Listening Effectiveness Listening Effectiveness (cont’d)(cont’d)

Before the Meeting

1. Prepare yourself

mentally:

- Write down one thing you already know

about the topic

- Listen to confirm

2. Prepare the subject area - Reading in advance to establish a context

3. Predict what you

will hear (outline

format)

- Write down 2 or 3 questions related to

the topic: 2-3 things:

1. You expect to find out

2. You would like to know

3. You didn’t understand from the reading

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Strategies to strengthen your academic/Professional listening skills

Strategies to Improve Your Strategies to Improve Your Listening Effectiveness Listening Effectiveness (cont’d)(cont’d)

During the Meeting

1. Listen for key words - Don’t write down everything

- Leave lots of white space on the page

- Use a numbering system

2. Listen for

organizational

signposts

- First of all / next / a further point / finally

- One… Two…

- First… Second…

3. Listen for summaries

and for repeats

- To sum up

- In summary then

4. Wake - Mind drifting?

5. Link to what you

know

- Write notes to yourself:

1. Examples

2. Comparisons

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Strategies to Improve Your Strategies to Improve Your Listening Effectiveness Listening Effectiveness (cont’d)(cont’d)

After the Meeting

1. Review - Read over your notes as SOON as you

can after the lecture

- Use hours between classes!

2. Transform - Manipulate the information in some way:

1. Chart

2. Diagram

3. Mind map

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REVISIONLecture 1-11 Basics of Communication skill Business Communication Business documents 7 C’s Writing stages Basics of Language Efficiency in

Business Management

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