business comm.

• Three ways to order a healthier bubble tea


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  • 2
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• facts and opinions presented.
• Source Details required


  • Journal/Magazine/Newspaper article
  • Book
  • Websites
• Journal/Magazine/Newspaper article


  • Author
  • Year of publication
  • Title and subtitle of article
  • Name of journal/magazine
  • Volume number/issue number
  • Page number of article
• Book


  • Author
  • Year of publication
  • Title and subtitle
  • Place of publication
  • Publisher
• Websites


  • Author
  • Date of publication or most recent update (use "n.d." if there is no date)
  • Title of section
  • Title of document
  • URL of section
• Provide proper referencing using the APA (American Psychological Association) or MLA (Modern Language Association) method.
• Purpose of a Summary

  • Inform and Interest the Reader
  • Report an Event
  • Report an Incident
• Inform and Interest the Reader

  • It informs the reader of the main points of the document without giving elaborate details
  • Readers who read the summarised version of the document may use it to decide if they should continue reading it
  • If a summary is well-written, it may interest the reader to continue reading the document
  • It also helps to enhance understanding of the topic covered
• Report an Event


  • overall success of the event
  • ascertain if event has met its objectives
  • key learning points (what went well and what did not go well)
  • recommendations for future events
• Report an Incident


  • customer creating a scene at a store
  • accidents at workplace
  • co-workers arguing
  • customers' complaints
  • significant disruptions in service delivery
• Summary Format and Key Information Required


  • Introduction
  • Content Details – Extracting Main Points
  • Conclusions
• Introduction


  • State the main topic being discussed
  • State the purpose of the report (if you are writing an executive summary)
  • Include the title & author of an article/journal/book that you are summarising
• Content Details – Extracting Main Points


  • Read the document (more than once preferably) and understand it
  • Underline the key points
  • Write down the main ideas and create an outline of the document
  • Craft your summary
  • Re-read your summary against the original source and check its accuracy
• Summarising Effectively
• 5W1H Framework


  Who, What, Why, Where, When, How
• Conclusions


  • State recommendations on improvement which are mentioned in the report
  • Follow-up on actions required
• Factors to consider when making informed judgements

  • Bias
  • Propaganda
  • Stereotyping
  • Facts
  • Opinions
  • Fallacies
• Bias


  An inclination or prejudice for or against one person or group, especially in a way considered to be unfair
• Propaganda


  A form of communication aimed at influencing the attitude of the community towards some cause or position, by presenting only one side of an argument
• Stereotyping


  A prejudice, mistaken idea or belief about what someone or something is like without proven fact(s)
• Facts


  Concrete bits of information which can be proven to be true. Facts are thus objective.
• Opinions


  Describe someone's judgment, beliefs, feelings or way of thinking about a topic. Opinions are thus subjective and relative.
• Fallacies


  Errors of reasoning
• Objectives


  • Explain the purpose of using Standard English
  • Explain the purpose of active and reflective listening
  • Describe qualities of a good listener
  • Describe ways to seek clarification
  • Describe ways to improve delivery
  • Explain the purpose of non-verbal cues in conversation
  • Describe an effective presentation
  • Describe the presentation preparations
  • Explain the purpose of using appropriate vocal techniques
  • Explain the purpose of showing sensitivity
  • Explain the purpose of non-verbal cues
  • Describe the presentation proceedings
  • Describe strategy to engage audience
  • Describe ways to handle question/s
• Purpose of Using Standard English

  • It is the official language of the entire English-speaking world, regardless of nationality
  • Speaking English well will enable you to communicate more effectively and be easily understood by others
• Purpose of Active and Reflective Listening

  • Active listening: Get ready to listen, Keep an open mind, Look at the speaker or audience, Listen for main themes, Take short notes, Provide feedback for clarification or deeper understanding
  • Reflective listening: Verbally reflect on what a person has just said to check whether he/she understood the speaker correctly
• Qualities of a Good Listener

  • Listen in Totality
  • Interrupt Minimally
  • Show Interest
  • Take Notes
• Ways to Seek Clarification


  • Open-ended Question
  • Polar Question
  • Statement and Question Tag
  • Paraphrasing
• Open-ended Question


  Cannot be answered with a "yes" or "no", Used to gain information and build rapport
• Polar Question


  Also known as a closed question, Requires a "yes" or "no" answer, Useful for establishing facts and making decisions
• Statement and Question Tag

  A statement followed by a mini-question, Used at the end of statements to ask for confirmation
• Ways to Improve Delivery

  • Clear pronunciation
  • Logical and coherent expression
  • Stress patterns
  • Pitch
  • Tone
  • Volume
• Clear Pronunciation


  Speaking and pronouncing words clearly and correctly is important for effective communication
• Logical and Coherent Expression


  Using logical and coherent expressions in the correct sequence helps to prevent misunderstandings
• Stress Patterns


  Mistakes in word stress can make the word difficult to hear and understand, and change the meaning or type of the word
• Pitch


  Varying the pitch of your voice helps listeners understand the key points and retain important information
• Tone


  Using an appropriate gentle and polite tone is critical to avoid misinterpretation of the message or intentions
• Volume


  Speaking at an appropriate volume during conversations is important
• Pitch


  Each person has a low, middle and high pitch. Varying the pitch helps listeners understand the key points and retain important information