TOPIC 2 - COMMUNICATION

Communication is a process whereby information is transmitted from a sender to a

receiver and is understood as it was intended.

The Channel of Communication is the different ways in which information can be

sent and received.

TYPES OF COMMUNICATION CHANNELS

1. Formal Communications or formal channels - are related to the formal
organization structure and follow the official rules at the organization. Communication
will be done through meeting reports and official letters.

2. Informal Communications or informal channels - Are linked based on social

relationships that exist in the organization example a discussion near the water cooler

3. Unofficial channels - informal and often unplanned. Also called the Grapevine
it consist of gossip rumors and discussions among colleagues

COMMUNICATION CLIMATE
1. Open Climate - Where staff are consulted about most issues and are
allowed to make suggestions.

2. Close Climate - Where staff are discouraged from contributing to discussions.

DIFFERENT CHANNELS OF COMMUNICATION

1. Oral Communication - interviews, meetings and Conference, radio and
television, Telephone.

2. Electronic Communication - teleconferencing, video conferencing,

Telecommuting, telemarketing telephone and fax

3. Written Communication - letters, memoranda, agendas, notices of

meetings, minutes, report, questionnaires, itineraries, notices and
advertisements

4. Visual Communication - pictures, charts, graphs, multimedia presentations

and body language

1. ORAL COMMUNICATION - where information is exchanged face to face

or over the telephone. It can be one way or two ways.

Types of Oral Communication methods

• Interviews - a conversation between two or more persons in which the
interviewer ask questions which the interviewee responds.
Job interview where an applicant is questioned by one or more managers in an organization
Checklist for job interviews
1. Allow plenty of time to get there
2. Wear appropriate clothing
3. Research the business in advance
4. Smile and make eye contact

• MEETINGS & CONFERENCES

A meeting is a gathering of persons for a specific purpose.

Types of formal meetings in the organization includes

1. Staff meetings
2. Departmental meetings
3. General meetings
4. Annual General meetings
5. Board and Committee meetings

• CONFERENCES
A large meeting where presenters are invited to discuss, exchange and disseminate information.

• RADIO AND TELEVISION

Used by organizations to give information to the General Public through commercials.

Infomercial - a long commercial that is designed to convince the buyer to purchase

the product.

• TELEPHONE
A standard business communicating device that is used to Communicate with
suppliers, customers and the public.

2. ELECTRONIC COMMUNICATION
Is the transmission of information that has been transformed to a digital code by a computer.

Advantages of Electronic Communication

1. Communication can take place at any time and any distance.
2. Most types of documents can be transmitted such as pictures, audio and
videos . 3.Travel cost are reduced
4. Discussions can be recorded and replayed

Disadvantages of Electronic Communication

1. Reliable equipment and internet connection are needed
2. Can be costly to implement
3. Confidential discussion can not a occur
 • TELECONFERENCING
Using telephone or computer to make a group call which are the participants in
different areas to speak with each other example Skype

● VIDEO CONFERENCING
Allows users in distant locations to see each other by using the camera or video
options on a telephone or computer to conduct a meeting.

● Internet and the World Wide Web

The World Wide Web is a type of software that allows you to access information

on the internet. The internet is the physical connection of computers by cables and

satellite signals.

The business uses the internet to advertise products and services on a website which
can allow consumers to make a purchase.

• ONLINE MEETINGS AND INSTANT MESSAGING

Online meetings allow computer users to use the internet to exchange typed
messages instantaneously in a written conversation. Messages can be saved
or printed.

• ELECTRONIC MAIL
Sending messages electronically with the use of the internet.

• SCANNING
The conversion of physical documents into electronic ones.

Optical Character Recognition (OCR) The conversion of printed text to electronic

format that can be edited on a computer.

Optical Mark Recognition (OMR) The use of a special device to read the marks
made on a form. For example, correcting of multiple choice on a computer.

• TELEPHONES AND FASCIMILES (FAX MACHINES)

• TELECOMMUTING AND TELEMARKETING

Telecommuting - Is working from a remote area by using equipment such as
computers and telephones.
Telemarketing - is the use of telephones to reach potential customers to give
information about the goods and services offered by a business.
3. VISUAL COMMUNICATION

Visual communication is the transmission of messages in charts, graphs, signs

and body language.
• Pictures
Pictures such as drawings or photographs is used for
1. advertising products and services
2. reporting events

• Charts and Graphs

Provides information in graphic form

Pictograph - a chart that uses pictures sometimes called icons to represent

quantities.

Line graph - are constructed by joining points that are represented on the
graph.line graphs show trends.
Histogram - uses a series of adjoined rectangles to represent how frequently values
occur in a set of data. With histograms the rectangles are not separated.
Bargraphs - uses a series of separated rectangles to represent the frequency of
an event occurring
Pie Chart - a circle that is divided into segments that Vary in size according to the
quantities they represent. The pie chart represents 100%.

Disadvantages of pie charts

1. exact values are not presented
2. changes over time cannot be presented
3. only a limited amount of quantities can be represented

• MULTIMEDIA PRESENTATIONS
The use of various types of visuals including tables, graphs, pictographs, maps and
photographs as well as videos for greater impact.

• Signs
Are used to communicate with. Customers and other persons about the business its
products safety and other issues
Signs must be neat and visible.

• BODY LANGUAGE
Refers to the message we send by our gestures, facial expressions and posture.

Gestures - help you communicate from a distance by using body language, for
example waving shrug in your shoulders or tapping your fingers.

Facial Expressions - making eye contact, signaling surprise or disappointment

 Posture - displays your posture which can be positive such as sitting upward or
negative by slouching.

COMMUNICATION FLOWS AND BARRIERS

Information can flow in three major directions :

1. UPWARD COMMUNICATION - the transmission of information from subordinates to

supervisors. For example, status reports, face-to-face interactions, staff meetings,
suggestion boxes, Surveys and discussion boards.

2. DOWNWARD COMMUNICATION - is the flow of information from supervisors to

subordinates. for example employee handbooks, job descriptions, staff meetings,
face to-face interactions, performance reviews.

Upward and Downward communication is sometimes called VERTICAL

communication.

3. HORIZONTAL COMMUNICATION also called lateral communication - is the

movement of information among persons at the same level in the organization. for
example team meetings, committees, face to face interaction, coffee breaks and
social activities,

Internal communication - occurs within the organization:

1. between managers and employees
2. among employees
3. among managers

External communication - occurs between the business and

1. its customers
2. its suppliers
3. governmental or Regulatory Agencies
4. its distributors

Poor external communication, results in:

1. negative Public Image
2. decreased business activity and loss of Profits
3. loss of customers
4. legal consequences

DECISION MAKING
Strategic decisions - important decisions that affect the future of the
company such as location, number of staff, Pay rates

OPERATIONAL DECISIONS - are day to day decisions such as ordering of

stocks, dealing with customer complaint
DECISION MAKING STRUCTURES
1. Centralized decision-making structure - Most decisions are made by
management and is passed down to other staff. Decision makers are located in
one central office headquarters

2. Decentralized decision-making structure - top decision makers in every

section of the business,

BARRIERS TO COMMUNICATION
Are the conditions that interferes with effective transfer of ideas or information such as
BARRIERS SOLUTIONS TO OVERCOME
BARRIERS

Bias - Perceptual cultural and personal do not jump to conclusions

Perceptual bias - Either perceptions you
have positive or negative you hold. listen carefully do not interrupt

cultural bias - make judgments based on your query parts of the message that are
own culture or what you used to. example local not clear
cuisine to foreign dishes

personal bias - is your own beliefs and responses

Language - using wrong vocabulary, Keep message short and simple

technical jargons and local expressions will
cause the message to not be understood Avoid jargons, complex words or slangs
properly

Time constraints - sending a message at wrong choose an appropriate time to get

time when people are distracted or occupied the responders attention
which will cause non-response
use an electronic method for
Urgent information

check messages to see that it is

read and received

Sociological - difference in gender, age, learn as much as possible about

values attitude and status your audience in order to avoid
misunderstandings or giving offence

physical environment - noisy equipment Ensure that messages are sent in a

crowded space quiet area
Messages should
1. Be organized and free from errors
2. contain only relevant information

The channel used to transmit the message must

1. be appropriate for the message - for example short messages can be transmitted
orally but long messages should be transmitted in writing
2. Be free from distortions and interruptions
3. be able to use by both sender and receiver

The receiver should

1. listen attentively without criticizing the sender
2. avoid interrupting the speaker
3. not make Hasty judgments

SELECTING AN APPROPRIATE COMMUNICATION MEDIA - the following

factors must be taken into consideration Before sending a message

1. DEGREE OF URGENCY - how urgent feedback is required will depend on the

channel of communication.
2. NATURE OF THE MESSAGE - if a permanent record is necessary or
if the information is long and complicated it must be in a written form
3. LEVEL OF CONFIDENTIALITY - If the information is Highly confidential then non
public channels should be used
4. LOCATION AND THE TIME ZONE - when making calls especially
outside the organization the time zone into consideration.
5. COST EFFICIENCY AND EFFECTIVENESS - in order to achieve the desired
results although it may be costly the channel Maybe most effective
6. LEVEL OF PERSONAL FOCUS - direct communication will allow for the highest
level of personal focus.

TELEPHONE TECHNIQUES AND ETIQUETTE

Telephone etiquette when making a call:

1. BEFORE THE CALL - ensure that you have the correct number. write down the
main ideas you intend to communicate

2. MAKING A CALL -
● Choose your time wisely avoid calling at lunchtime and just before closing time
● begin by identifying yourself with a greeting examples of good morning
● Briefly state the purpose for which you are calling
● if you expect to talk longer find out if the person has time, make an appointment
to call convenient to them

3. MAKING APPOINTED CALLS

● Make sure you call at the arrange time
● identify yourself and remind the recipient of the previous conversation
● schedule an appointment if the conversation cannot take place

4. HANDLING A WRONG NUMBER

● Apologize before hanging up

5. REACHING AN ANSWERING DEVICE - if you reach voicemail or an answering

machine, leave your name, organization, telephone number on a brief message,
suggest a time when you can be reached

6. DURING THE CALL - take notes of the main ideas, listen and give feedback
let the person know you are listening not listening.

7. ENDING THE CALL -

● summarize what was discussed to ensure that you are in agreement
● State Any follow-up action
● Thank the person for making the time and Say Goodbye

TELEPHONE ETIQUETTE WHEN ANSWERING A CALL

1. Answer promptly - try to answer before the third ring to avoid

disappointment by potential customers.

2. show courtesy and tact -

● great the caller courteously
● If the called person is not available be tactful
● Make sure that there is no background noise

3. Tone of voice - must be friendly and positive

4. Always be prepared -
● know the features of the phone
● always have a message pad with pens or pencils

5. Place a caller on hold - a caller must be placed on hold when you take another
call or locate the requested person or information but do inform the person

6. Transfer calls - always inform the caller if you are going to transfer a call to
another line. do not transfer unnecessary calls which you can handle.

7. Screen calls - screening is done to see that calls that managers or supervisors
must handle
USING DIRECTORIES SWITCHBOARDS AND PAGERS

Directories - a list of names, addresses and telephone numbers arranged in alphabetical

order according to the surname or name of the organization.

1. TELEPHONE DIRECTORIES OR PHONE BOOKS - is printed by the telephone

service providers which are also published on the internet. The listings maybe color
coded

● White Pages - alphabetical listing of customers names and telephone number

● blue or green pages - governmental agencies

● Yellow Pages - businesses classified according to the products and services

Additional information may also be provided

● Information on Services provided by the telephone company
● listings of important numbers for emergency services utilities
hospitals
● Advertisement
● map showing area codes

2. Company Directories - show us the names, numbers and email addresses of

their personnel. can be distributed in print form

3. Personal Directories - office workers compile a personal directory with frequently

used numbers. numbers can be kept in index cards, stored in index boxes or
rotating index (Rolodex)
SWITCHBOARDS

Switchboards are large telephone systems that are used by businesses to accommodate
a number of telephone lines and extensions.

Calls to the organization may be answered by a receptionist or operator who then connects
the caller to the appropriate extension.

1. Automated switchboards -
● a computer is used to detect input from both Voice and telephone keypad
● The caller is greeted by a pre-recorded message and is guided
step-by-step through the desired transaction
● automated systems usually ask callers to press the appropriate keys on
the telephone
● the banking sector widely uses automated switchboards
● save time and money because fewer staff are needed to handle the
telephone
● Callers prefer to talk to a Human Instead of a machine
Paging devices
Pagers are small handheld devices on which people can be reached quickly and
easily. Pagers beep Flash and vibrate and give the user a message.

TYPES OF TELEPHONE CALLS

1. local, long-distance and overseas
● Local calls are made with numbers within the same service area
● Long distance calls are made in another service area but within the
same country
● International or overseas calls - are made from one country to another

2. Direct calling and operator assisted calls –

3. Collect calls - is one that is paid for by the receiving phone number. the operator and
shows that the receiving person is willing to pay for the call

4. Toll-free calling - calls paid for by the organization the number usually begins with
800. the call is free to attract customers to call

5. conference calls - where two or more persons participate in a call

TELEPHONE SERVICES
1. Speed Dialing - allows the user to access stored telephone numbers by pressing
fewer keys
2. Call Waiting - lets the user know that another person is trying to reach your
number while the call is in progress
3. Call Return - is used to access the number of the last person who called
4. Call Forwarding - a service that allows incoming calls to be diverted to another
number
5. Caller ID - enables the subscriber to find out who is calling before the telephone is
answered
6. Voice Over Internet Protocol (VOIP) - also called internet telephony, is the use of
the internet for making telephone calls.

SOURCES OF INFORMATION
1. DICTIONARIES AND THESAURUSES - dictionaries provide accurate spelling of
words while a thesaurus provides the synonyms and antonyms of words

2. OFFICIAL GAZETTE - is the official newspaper of the government. The Gazette

contains notifications of new or amended regulations that have been passed by the
government. It gives appointment information in the Judiciary, Executive and
Legislative arm of government
3. TELEPHONE DIRECTORIES

4. MAPS - an essential guide for Business Travelers who are not familiar with a place

5. SCHEDULES - a list of events that are arranged according to the order in which
they are expected to occur.

6. POST OFFICE GUIDE - contains information on all aspects of the Postal Service of a
given country such as rules and regulations for foreign post, opening and closing
times, list of post office in the country, description and cost of services

7. TRADE JOURNALS - a magazine that is published periodically that focuses on

the interests, needs and concerns of a particular industry.

8. HANSARD - published reports of the proceedings of the parliament of a country, as a

verbatim report the Hansard states the exact words that were said by the members
of parliament.

9. THE INTERNET
● Browser - the program that allows users to locate and view peaches example
Internet Explorer Google
● search engines programs that help you locate information example Google
● internet service provider ISP - company that provides access to the internet
● Worldwide web consists of a vast number of websites that give Vital
Information
POSTAL AND COURIER SERVICES

Postal and Courier Services facilitate the transmission of physical communication such
as letters and parcels.

Courier Services
uses sea land and Air transport to get items to their destination. Courier services are
very costly.

Advantages of using Courier Services

1. Fast delivery times - same - day, overnight, 24 hours delivery, depending on the
location.
2. Reliability - items are safely delivered within a specified time.
3. Secure deliveries - items are insured so customers are compensated if lost or
damages occur.
4. tracking off items - a code is assigned to each item so there is a record off
where the item is at any time.
5. Specialization - carrying bulky items, perishables and live animals.

Local Couriers - quickly delivers correspondence within a city or country, such as

sensitive documents.

International Couriers - makes deliveries within the Caribbean region or

internationally.

Skybox - service that allows persons outside the USA to have purchases delivered to
an address in that country. The item is then sent by courier to the purchaser’s address.

POSTAL SERVICES
CLASSIFICATION OF MAIL

1. Express Mail - the fastest and most Costly way of sending mail. All items are
tracked such as sending money and valuables.
2. Priority Mail - registered and recorded delivery Takes priority over ordinary mail.
3. First class mail - mail usually arrive the next day and is used for
correspondence, invoices and small packages
4. Standard mail - the cheapest Method but mail takes two to three days to arrive.
DELIVERY OPTIONS
1. Registered mail -
● Registered mail is secured and monitored from point of meaning to
delivery.
● The item is given a routing number and each person who
handles the item must sign before it is handed over.
● The item is insured against loss or damage
2. Express delivery - Ensures that the item is handled before all other
classes of mail.
3. Recorded delivery - where the recipient signs when the mail is collected
and the sender is given a receipt.
4. Poste Restante - a system where the mail is collected at a named Post
Office until collected by the addressee. Mails not collected will return to
the sender.

● Sending money and valuables

Regulations for sending and receiving money and other valuables.

● Valuables include important documents, precious metals,

jewelry and works of art.
● All valuables should be insured and be sent by registered mail.
● A signature confirmation of delivery is required.

Procedures for sending money

1. verify that you are allowed to post money
2. package cash securely so that It does not show through the
envelope.
3. do not mail coins
4. do not write on the outside of the envelope that money is inside the envelope

PARCEL POST SERVICES

● Parcel post is a service provided by a postal agency for sending
packages by mail.
● The cost of the parcel is calculated according to the size weight and
destination the package
● Additional cost is charged for items with irregular shapes tubes and Rolls.
ADDITIONAL SERVICES PROVIDED BY POSTAL AGENCIES
1. Certificate of mailing - a document that provides proof that the item was mailed.
2. Collect on delivery - the recipient pays for the item and the mailing cost.
3. Restricted delivery - item is delivered to a specific person
4. pick up service - the item is collected by a Postal Agent so that the sender
does not have to go to the Post Office.

PROCEDURES FOR SENDING PARCELS

1. Ensure that the item is allowed to be sent by mail.
2. use the correct package to prevent damages
3. Fragile item should be stated Handle With Care
4. packages must be labeled with the sender's address as well as the
recipient address.

PROCEDURES FOR RECEIVING PARCELS

1. Record the date and time the package was received as well as the
sender's name and address
2. Inspect package for signs of damage and tampering
3. If damage is noticed, report to your supervisor and if that package was
insured fill out the necessary paperwork to be sent to the insurance
company.
4. do not open suspicious packages.

DESPATCHING MAIL

1. Preparing a Letter - outgoing mail must be checked to ensure that

● The name and address on the envelope are the same as the letter

● the letter has be signed

● All indicated closures have been included

2. Choosing a method of delivery - based on the following factors:

● Cost
● Degree of urgency
● nature of the item eg; perishable or oddly shaped
● quantity of the items to be delivered
● Whether proof of posting and delivery are required
● location of the delivery point
 3. Sorting Mail -
● Sort the mail according to the importance.Correspondence marked
urgent or ASAP should be handled first.
● bulk mail is usually handled last
● sort mail according to whether it will be sent by priority or courier
● Weigh the letters and calculate appropriate postage rates
● Stick on the correct value of the stamp
● Fill out forms if necessary for registered mail
● Deliver the mail to the post office

4. Mailing list - when a company has to send the same correspondence to

different individuals, the document is prepared by the computer and the
addresses of the individuals are taken from the mailing list.

Mailing list - a list of names and addresses of a number of persons to

whom correspondence is sent.

Mail Merge - the process of automatically preparing personalized letters.

5. Postage Books
When postage stamps are used for mailing correspondence, a postage
book is used to record the purchase and use of stamps.
DATE STAMPS ADDRESSEE STAMPS DETAILS
PURCHASE USED
D

27/06/2012 375.50 Balance b/f

27/06/2012 Jamie Sam 5.75 Express

28/06/2012 150 letters 300.00 Bulk

6. Recording Outgoing Mail

Mail sent by a business should be recorded in an Outgoing Mail Register.
DATE ADDRESSE ADDRESS ITEM METHOD COST
E DESCRIPTIO OF ($)
N DELIVERY

27/06/2 Sheldon King Letter and Register 22.50

01 2 Banks Street, Contract ed Mail
Princes
Town
 RECEIVING MAIL

● In Small Businesses - the mail is usually handled by a General Office Worker.

● Larger Organizations - often have a Centralized Mailroom, with staff trained

specially for the Receipt and Dispatch of mail.

PROCEDURES FOR RECEIVING MAIL

1. RECEIVING
● Some Organizations pay for a Private Box or Bag at the Post Office. An
employee goes to the Post Office to collect mails daily.
● Mail may be delivered to the Organization by Post Office Workers

PROCEDURES TO BE FOLLOWED WHEN MAIL REACHES THE OFFICE

● All Mail must be checked to ensure that the mail bears the organization”s address.
Any Mail that does not belong to the organization must be returned to the Post
Office.

● Mail marked “Private”, “Personal “, “confidential” or specifically addressed to a person

is not opened by Office Staff. They are delivered unopened to the addressee.

● Envelopes are opened either manually or automatically by a letter opening machine.

If the letter is damaged while being opened, write the words, “ACCIDENTALLY
DAMAGED” on the letter with your initials and date.

● The contents are removed, ensuring that enclosed items are not stuck in the
envelope. Multi - paged letters are stapled together to prevent from being separated. If
the mail has an enclosure notification but contains no enclosure, contact the sender
immediately.

2. TREATMENT OF REGISTERED MAIL

● The person collecting registered mail must sign the delivery form
● Registered mail is kept separate from other mail
● The mail is recorded in a Special Register, stating the date and time the
mail is delivered, type of mail, addressee, the control number assigned by
the postal agency.
● Any employee receiving registered mail must sign before it is handed over.
3. RECORDING
● Opened envelopes must be kept for a few days in case there
are any queries
● An Incoming Mail Register is maintained to which all mail is recorded.
NAME OF ADDRESS DATE RECIPIENT'S SUBJECT DATE
SENDER OF SENT NAME AND OF LETTER
SENDER DEPARTMEN T LETTER WAS
RECEIVED

4. STAMPING - a date stamp is used to mark the date the letter was received. The stamp
is placed on a blank space on the opened document.

5. SORTING AND ROUTING OF INCOMING MAIL

● Mail can be sorted using various criteria: seniority, department or individual,
depending on the size and policy of the organization.

● Mail market ‘Urgent” is sorted and delivered first

● correspondence for top executives such as the managing director or chief

executive officer is separated and delivered.

● In large organizations mail may be sorted according to Departments. Each

department is responsible for opening ,recording ,stamping and routing its mail.

● in smaller organizations or where there are large mailroom staff, correspondence

may be sorted for each individual.

● “Pigeon Holes'' - a shelving unit with a number of small labeled sections used to
store mail for collection for the various officers of departments

● Desk Mail Organizers - used to place mail for officers on their desk.

● Documents for circulation - trade journals or letters of general interest which

must be seen by several persons or departments, should include a circulation slip
which contains the names of persons who should see the document. when a
person on the list views the document it must be signed and be sent to the next
person. The document is returned to the office for filing after all the persons have
viewed the document.
 6. TREATMENT OF REMITTANCE -
● Remittances are payments received by mail, usually in the form of a cheque or money
order.
● Remittances must be recorded in the Remittance Register
● Ensure the amount on the cheque is the same as the amount on the
letter. If there is any difference, bring it to the attention of the
manager.
● After all remittances are recorded, they are to be promptly delivered
together with the remittance book, to the Accounts Department.

REMITTANCE REGISTER
date from dated Amount Payment Handled Cashier
($) By By

10/05/2 L.J Peters 12/04/2 452.00 cheque A.Ross M. Ali

02 0 02 0

7. ARCHIVING - sorting documents for further reference or use, such as

advertisements from suppliers

AUTOMATION OF MAILING ACTIVITIES

Automation is the use of machinery instead of human labour which will ensure
efficiency and it is cost effective for the organization.Types of machinery used
are:

1. MAIL MERGE - performed by a computer when the same letter has to be

sent out to any different persons. The mailing list which is the names and
addresses of the recipients is placed on each letter automatically.

2. ADDRESSING MACHINES - an addressing machine is a device that

automatically prints addresses on letters for mailing.

3. FRANKING MACHINES - is used to print postage on items to be mailed.

Franking machines eliminates the need to stick on postage stamps.

The franking machine is obtained from the Post Office, credited with the postage value
for which the organization has paid.The machine can include date of posting, postage
value of item and its size and weight.
ADVANTAGES OF FRANKING
1. It is cheaper to frank mail than to use postage books
2. It eliminates the need to use postage books
3. Franking speeds up the handling process
4. The franking may use the organization’s logo or name

DISADVANTAGES OF FRANKING
1. A permit must be received from the postage agency and it can be taken
back at any time if there is suspicion of tampering.
2. Postage units must be paid for in advance
3. Franked mail cannot be deposited into deposit boxes but must be sent at
a post office
 4. LETTER OPENERS - speeds up the process of opening a bulk of mail by cutting tiny
strips on the envelopes.

5. FOLDING MACHINE - folds documents neatly and evenly,enhancing their

appearance.

6. COLLATING MACHINES - used in photocopiers, sorts pages when making

copies.

7. SEALING MACHINES - used for large numbers of envelopes, used to seal envelopes.

8. INTEGRATED MAILING SYSTEMS - automatically perform the complete range of mail

- handling tasks, from printing the document to attaching postage units. Used in Utility
Companies and banks.

STATIONERY
TYPES OF PAPER
1. BOND
● Type of paper most suitable for printing bonds and stock certificates
● A thick, high quality paper that is used for letterheads
● The right side is identified by a gloss or watermark
● Bond paper are in different colours

2. PARCHMENT
● A heavy, expensive high quality paper that is grease proof and water
resistant
● This type of paper is made from the skins of goat and other animals

3. No Carbon Required Paper (NCR)

● Sheets of paper that are chemically treated so that a copy is made on it
without the need for carbon.

4. COPIER PAPER OR LASER PAPER

● Used for copying correspondence
● Available in two sides letter size (216x279mm = 8.5 x 11 inches) or
Legal Size (216 x 356mm + 8.5 x 14inches)
SIZES OF PAPER
The most commonly used system for paper sizes is the International
Organization for Standardization (ISO) A series.
ISO NAME MEASUREME MEASUREME USES
NT mm NT Inches

A4 210 x 297 8.3 x 11.7 Business Letters, reports,

forms, programmes, legal
documents, invoices,
advertisements,
memorandum,

A5 148 x 210 5.8 x 8.3 Short letters, short

memorandum, invitations,
forms, advertisements,
vouchers, notices

A6 105 x 148 4.1 x 5.8 Postcards, indexcards,

telephone message pads,
receipts,
invitations

ENVELOPE SIZES
NAME MEASUREME MEASUREME PAPER USED WITH
NT mm NT Inches

C4 229 x 324 9 x 12.75 A 4 OR A3 Paper

folded once

C5 162 x 229 6.38 x 9 A5 or A4 paper

folded once

DL 110 x 220 4.32 x 8.69 A4 sheet folded in

thirds, A5 sheet folded
in half
 ENVELOPES AND LABELS

Guidelines for addressing an Envelope or a Label

1. The name and address must be typed parallel to the longer side of the
envelope
2. Use a full block type format (no punctuation)
3. The town should always be typed in closed CAPITAL LETTERS
4. Each part of the address must be type in a Separate line
5. If the letter is to be identified as “confidential “, “urgent” or “ personal”, this
should be typed above the name in Capitals. Then skip one line before typing the
name.

URGENT

Mr Jason Poon Chow

Human Resource Officer IV
Ministry of Labour
375 - 7 Riverside Plaza
BRIGHTSTOWN

BUSINESS LETTERS

A business letter:
1. Conveys information from the writer to the intended reader
2. Provides a permanent record of business communication
3. A substitute for oral communication
4. Allows people to collect and send information convenient to them
 LETTER LAYOUTS

1 - SENDER’S ADDRESS

2 - REFERENCES

3 - DATE

4 - RECEIVER’S ADDRESS (INSIDE NAME AND ADDRESS)

5 - SALUTATION (OPENING GREETING)

6 - SUBJECT HEADING

7 - BODY OF LETTER (IN WHICH SUBJECT IS DISCUSSED)

8 - COMPLIMENTARY CLOSE

9 - SIGNATURE (BLOCK)

10 - DESIGNATION

11 -ENCLOSURES, COPY NOTATION , POSTSCRIPT

 ● OPEN PUNCTUATION - is used with the FULL - BLOCK layout. This style
omits all unnecessary punctuation. Full stops and commas are not used.
TYPES OF PURPOSE GUIDELINES
LETTERS

APPLICATION To introduce yourself ● Emphasises what the

to the prospective Applicant has to offer to the
employer employer
● Give information on
experience, skills and
qualities
● Request an Interviews

ENQUIRY To obtain ● State your purpose

information from ● List your questions or
the recipient requested actions
● Encourage a prompt
response

RESPONSE TO To supply information ● Answers the questions

ENQUIRY in response to an as clearly
Inquiry ● Close by willingness to assist

ORDER Written to a ● State if the order is placed in

manufacturer, response to an advertisement
wholesaler or retailer ● Include all the information
to request products the recipient will need to
or services identify the product

SALES To sell a product ● Attract the reader’s

or service attention
● Describe the product or
service you are trying to sell
● Give your reader the
opportunity to learn more
about the product

COMPLAINT To convince the ● State the issues briefly

reader that you have but clear
a valid complaint and ● Explain the problem
to obtain a desired ● End the letter respectfully
response
 RESPONSE TO To tell the customer ● Show that your company
A COMPLAINT how you plan to is fair
handle the complaint ● Express your regret about
the situation
● State the correction that
you will make
● Express regret

● STATEMENTS USED TO START THE INTRODUCTORY

PARAGRAPH 1. I have received your letter dated …..
2. Referring to your letter dated…..
3. Thank you for your enquiry …..
4. I'm seeking information on ……
5. I regret that….

● SUGGESTED CONCLUSIONS:
1. If you have further enquiries, please feel free to contact
2. We do look forward to hearing from you
3. I look forward to a quick resolution
4. We remained committed to helping in whatever way possible

SUMMARY OF TYPES OF WRITTEN COMMUNICATION IN THE

BUSINESS

1. Memorandum
2. Business Letters
3. Written Reports - a document that communicates the findings of some individual or group
accurately
4. Newsletter - a regularly published document that may be used to communicate
information about organisational developments, achievements, events and profiles about
staff.
5. Questionnaires - an instrument used in research to gather information
6. Notices - an announcement that contains information about an even such as date, time
and place
7. Press Releases - a document that is sent to the media to stimulate the interest of a
Journalist or Reporter.
8. Advertisements - an announcement in Print, broadcast or Electronic Media to attract the
interest of individuals.