Lesson 4:
Summary
Exercise 1: Use no more than TWO words from the text to complete the summary.
It is important to follow the rules when communicating in writing, especially if you are
in (1)...................................environment. There are three areas which are important:
(2)................................... content andlanguage.The language needs to be formal and
there should be no (3)......................................You cannot choose to include exactly
what you like, for example financial information must be included in your
business's (4)......................................It also needs to look good on the page, with
everything written in a (5)......................................format.
In all communication, whether this is verbal or non-verbal, a sender transfers a message to a
receiver, choosing a certain medium. The receiver uses the message clues and the context,
and decodes it to understand it. This is often followed by a new message In return, and so the
communication process continues.
Although this procedure is always the same, it can take many different forms depending on
the type of communication. For example, in non-verbal communication (as opposed to
written and spoken communication, which are both verbal), the code used could be gestures,
body language, eye contact and facial expressions, such as a smile.
Communication is extremely important in the business world. It is likely that in this context
both informal and formal styles will be used. If we take the example of meetings, we might
say that they are often conducted in quite a relaxed way, with participants using first names
and informal language. However, as soon as the meeting is official, careful records, called
minutes, will be kept, following a predetermined format which is standard across many
business situations. Layout is one aspect of a formal style. Content will also be dictated to
some extent by the level of formality. Annual business reports must include certain types of
information to be legal, e.g. financial information, but even a simple letter would not
function as it should without the use of somebody's title (e.g. Mr or Ms). (Language is
another aspect which needs to be taken into account. Formal, written communication needs to
be clear and to the point, without spelling or grammar mistakes, and in a formal register (e.g.
Dear.... instead of Hi). Not following these important rules would have a negative effect in
any business context.
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Exercise 2: Complete summaries A and B with words from the corresponding passages
below. Use NO MORE THAN ONE WORD for each answer.
Summary A
There should be a small number of (1)................................at meetings and there needs
to be a (2)................................for any meeting, which will include a clear agenda. During
the meeting there needs to be good (3).....................................management and clarity
about what the meeting should hopefully (4)..................................At the end, there
should be a summary and agreement about (5)...................................action.
Passage A
Managers need a range of communication skills to carry out their jobs effectively. They need
to be able to articulate their ideas and vision and to convey enthusiasm. Good managers may,
at times, need to be able to argue points cogently and to persuade people to their point of
view. However, good managers appreciate that communication is a two-way process, and that
listening is an important element of communication. Listening to the views of others can help
to test ideas as well as to develop new products and methods of production.
The most common forum in which managers are required to communicate are meetings.
It is important for managers to plan for meetings, whether with a single person or with a
group. Managers should not invite too many participants to keep numbers to a minimum.
They should have a clear agenda for discussion and should exercise tight time controls to
prevent meetings dragging on. Managers should enter each meeting with a clear idea of what
they want it to achieve. At the end of a meeting it is good practice to summarize what has
been agreed and what needs to happen in the future.
Summary B
Working with other people is not always easy, but it is (6)..................................for the role
of managers that they have interpersonal skills that are (7)....................................Their
(8)...............................may need encouragement and help with (9)...................................and
solving problems between colleagues.
Passage B
Communication skills should not be taken for granted. Many managers require training In
written and oral communication skills and many businesses would benefit from employing
managers who speak at least one other language.
Interpersonal skills are also necessary If a manager is to work successfully with other people.
If managers lack interpersonal skills, then they are likely to be of limited effectiveness In
their role. Managers with effective interpersonal skills can motivate others and can co-
ordinate the work of their employees. To do this, managers may need to coach and encourage
employees as well as solving disputes and, perhaps more importantly, preventing conflict.
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