Man Com N4 Module 8

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Communication & Management Communication N4

WELCOME TO

Communication & Management

Communication N4

Module 8

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Communication & Management Communication N4

Concise business
communication

Module 8

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Communication & Management Communication N4

Overview

Concise business
communication

Telephone messages
Formal invitations and replies

Forms and
questionnaires

Emails

Memoranda

Cover pages for faxes

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Communication & Management Communication N4

PIECES OF CONCISE COMMUNICATION

➢TELEPHONE MESSAGE
➢MEMORANDUM
➢FAX
➢FORM
➢THIRD PERSON INVITATION / FORMAL
INVITATION

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Phone messages and faxes

Unit 8.1

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Telephone messages
When taking a call for someone:

• Answer the phone professionally.
• If necessary, ask questions for clarity.
• Don’t mention personal things about the

recipient.

• Don’t take sides on your colleague’s

behalf.

• Never give the recipient’s private number.
• Ask for the caller’s contact details.
• Refer to the caller by name.

Have a pen close to hand
for taking messages

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TELEPHONE MESSAGE

SENDER

RECEIVER

ACTUAL

TIME CALL
WAS MADE

Content
Language

Layout

NEGATIVE
MARKING

LAYOUT

CONTENT

LAYOUT

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Hints for taking telephone messages

When answering a call,
greet the caller and say
your name (or the name
of the company) clearly.

Sometimes the caller
will give you his or her
name, but if they do
not, ask for it. Jot it
down on a piece of

paper so that you can
use it during the call.

Always have pen and paper
near the telephone so that
you can jot down important
details from the telephone
call. Ask the caller to spell
words you are unsure of, or
to repeat any information
that you may have missed.

Be sure that you have the
caller’s contact details so

that he or she can be

contacted again in future.

Pay attention to the
register that you use,
and to the tone of the
caller, and to your tone

as you respond. Stay
polite and pleasant.

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Cover pages for faxes
Things to bear in mind when you send a fax

Confidentiality

Long faxes

Follow-up

If the message is short and isn’t
confidential, it may be written
on the cover page and faxed as
a single page.

However, material that is
private or sensitive should
rather be sealed in an envelope
and sent by courier.

Don’t send long documents
(more than about seven pages)
by fax if you have an alternative.

Rather scan a longer document
as an electronic image, attach it
as a pdf file to an email, and
send it electronically.

Follow up with a call or email to
confirm that your fax has been
received.

Also, if you receive a fax
intended for someone else,
don’t read the contents but
phone the sender and explain
that they will have to resend
the fax. They may have dialled
your number by mistake.

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FAX COVER PAGE

SENDER

PERSON

RECEIVING THE

FAX AND JT

NAME OF
ORG/CO.

Content
Language

Layout

LAYOUT

SIGNATURE OF

SENDER

CONTENT

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Memoranda and formal
invitations

Unit 8.2

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Memoranda
A memo can be used to:

• Make an announcement

• Inform staff of a decision made by management

• Share something newsworthy with staff

• Make a request

• Offer a suggestion

• Remind staff of a forthcoming event

Multiple Choice

A memo can't be used to:

• •Make an announcement

• •Make a request

• •Give a suggestion

• •Remind staff of a forthcoming event

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The memorandum (memo)

Definition

A memo is used to convey information, or make suggestions
or proposals.

• Memos are used for internal communication in the workplace.
• The length of a memo varies. Some companies have memo

templates that the writer fills in.

• Memos are written objectively, to communicate with employees or

colleagues in the workplace.

• They can be signed or display the name of the person writing it.
• They should not be informal, but the writer can use a personal

tone.

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MEMORANDUM (MEMO)

RECEIVER

SENDER

TITLE IN

CAPS

CONTENT

LAYOUT

SIGNATURE OF

SENDER

Content
Language

Layout

LAYOUT

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Formal invitations and replies
The contents of a formal invitation usually have the:

• Name of the company
• Name and designation of the host
• Invitation in the third person
• Type of function
• Venue, date and time
• Guest speaker, if any
• Dress code for the event
• Date by which person must reply
• Contact person and their details

Poll

The contents of a formal invitation usually have the:

• •Contact person and their details

• Menu for the evening

• •Invitation in the third person

• •Date by which person must reply

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Formal invitations and replies

• The recipient must reply before or by the given date by fax or calling.

• Sometimes the invitation will include a reply card or envelope.

• The reply should be brief, but must refer to the event and date.

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THIRD PERSON INVITATION/ FORMAL INVITATION

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Forms and questionnaires

Unit 8.3

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Completing forms

• Make sure you have the correct form.

• Establish the aim of the sender.

• Go through the form again.

• Thereafter, complete the form.

• Note any responsibilities.

• Reread the form.

• Submit the form in a neat condition.

Read contracts carefully before you
fill them in

Multiple Choice

When completing forms ...

• Make sure you have the correct form

• Complete it in pencil

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Difference between a form and a questionnaire
Distinguishing between forms and questionnaires

Forms

Questionnaires

The information required from respondents is
compulsory.

Filling in a questionnaire is voluntary.

The information will be used to process an
official business agreement.

The data will be used unofficially to learn more
about the respondents.

Examples of agreements like these:

• Opening a clothes account; leasing a car;

applying for a licence, etc.

Such sets of questions could be about their:

• Trends, needs, opinions, etc.

The person filling in the form is usually central to
the event.

The person with the greatest interest in the
questionnaire is the sender.

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FORM

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Completing questionnaires

• Answer patiently and accurately.

• Read each question carefully.

• Be truthful.

• Don’t skip answers.

• Use good language and full

sentences.

Some questionnaires require that you put a
cross through your choice

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Format of an email
The components of an email
include:

• From (sender)
• To (receiver)
• CC (carbon copy)
• Subject
• Body
• Closing
• Attachment

An example of the four components of a typical
email header

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Email etiquette
Here are some rules of etiquette that will help avoid confusion:

• The message should be in full sentences.

• Use a formal tone.

• Don’t use abbreviations.

• Don’t type any words in capital letters only.

• Read your email at least twice before sending.

• Make sure that attachments are there.

• Respond to any incoming email promptly.