I.

INTRODUCTION Importance of having a working knowledge of business English and correspondence The current global need is to have a working knowledge of business English and correspondence because we keep interacting with people in the business or modern world. There are demands to be able to perform with competence, we should feel confident and comfortable at what we are doing. Some tasks that we might be exposed to regardless of our major are: * Preparing rough drafts of responses to communications * Composing speeches, memoranda or reports * Editing/Proofreading your own work * Abstracting information from various sources * Setting up meetings and conferences * Participating actively in meetings and chairing them * Supervising and training one or more employees Today's modern professional necessitates some knowledge and skills to be able to perform the tasks of a real professional. Without leaving the workstation for example, you may retrieve information from a computer. You are also able to handle paperwork with comfort and would not have to depend on anyone else to do the work for you. Relationship between the need to attain a higher level of competence and marketability In today's competitive world, there is a need to attain a higher level of competence in order to be more marketable. Advantages of having broad based skills as contrasted to having just one specialized skill There is also a need for broad-based skills so that when retrenchment (economize, reorganize, costcutting) comes with automation (replacement of human workers by technology) support, there will be an immediate fallback position. The presence of machines in business can at times have a dehumanizing effect on people, but we have to face reality. Our coping mechanism must be in place if we have to live and not just survive in the highly competitive business world. Self-evaluation If you are one of those who aspire for a real business career, you have to assess your professional strengths and weaknesses. You need to decide how strengths can be further improved and how weaknesses can be lessened or eliminated. A person for example, who is weak in grammar should give serious thought to taking a course in that subject. Once a person is employed, he must continuously improve his professional status and increase his worth or value to the company by learning some crucial skills related to his work. In this fast-paced business world, one needs to devote one day or an hour of your time to evaluate yourself. This evaluation is absolutely essential because the real world competition is very keen and we cannot show signs of slackening (relax). A professional who is ambitious must have specific career goals and the courage and the competence to attain them. II. GENERAL ABILITIES AND ESSENTIAL KNOWLEDGE THAT A PERSON SHOULD POSSESS 1. Linguistic Competence/Performance Any person who wants to improve his or her status in life and be successful must have the facility in the use of the language so that he can write memos, business letters, conduct meetings, face people with confidence, and many more. Knowledge and use of grammar rules wil help establish credibility 2. Setting up Priorities It needs good judgment to be able to set up priorities and organize your workload from day to day. You must be keen and sensible enough to organize and arrange tasks that are important to least important to ensure productive time.

3. Information Processing and Retrieval As a professional, you must be able to handle voluminous data that comes your way. Letters and other correspondence/reports serve as conduits of information which is crucial in business communication IMPORTANCE OF SELF IMPROVEMENT

(Explain why colleges and universities should offer a strong liberal arts program and good technical skills)

There is a need to create linkages with the industry to be able to match our academic preparation with the demands of the job. Too often, the academe has not prepared college students at all to the demands of the post academic world. Consequently, most graduates end up with no jobs at all or content themselves with low-paying jobs, which unfortunately have no relation with the courses they took.

(How can the academe (colleges and universities) prepare the students with the demands of the job? ) (What strong liberal arts program and good technical skils should be offered to the students)

It is expected therefore, that colleges and universities should provide strong liberal arts programs and good technical skills such as: * Strong knowledge of psychology; * A thorough competence in the use of the English language for editing and composing written communications; * An ability to get along with people with broad knowledge of business etiquette; and * Maintenance of sensible work habits. IMPROVEMENT OF TECHNICAL SKILLS 1. Proofreading and Editing It is integral in anything you write to reread it before it takes its final form. It is advisable to read aloud what is written so that you can see and listen to your work. The more senses you use, the more effective your proofreading and editing will be. It is essential though to have some journalistic background on how editing is done including the symbols used for correcting 2. Listening Skills Of the skills, listening is the most taken for granted. This is the reason why so many professionals fail in giving good outputs. They simply did not listen to the instructions of their managers well. Listening requires accurate interpretation of messages. This skill also requires comprehension which when combined with accuracy spells out a strong listening skill. For example, you need to listen well during conferences and meetings, telephone conversations, oral introductions purposefully in order to cull or pick out important matters that must be remembered or recorded and to screen out extraneous or unnecessary information. 3. Creativity People with a high degree of imaginative ability can put it to work in many ways, such as developing interesting and attractive layouts for the office, drafting more efficient forms for work simplification, and devising innovative ways of working with other members of the office staff. HUMAN RELATIONS Establishing harmonious relations in business basically center on the ability to react positively to coworkers and superiors or managers. If you are the manager, you will be exposed to different pressures brought about by the demands of your job. In any case, you have to keep cool even under extreme pressure. You have to show an ability to get along with all co-workers regardless of their professional levels. You should display loyalty, dependability, and good judgment. An effective person tries to forsee unusual situations before they arise. They also should be able to be a temporary substitute for an employee who may be unexpectedly absent. Most often, people get paralyzed doing their job especially when their secretary or assistant is absent.

The manner in which a person performs as a supervisor and the relationship maintained with those being supervised have a great deal to do with building and preserving a smooth-working office organization. Everyone in the company must maintain a high level of goodwill within the organization and if you work to maintain a positive corporate image to outsiders.

Why effective business communication is important Guidelines in using the telephone Lingistic and sociolingistic competence when responding to situations How to conduct and terminate personal interviews Factors to consider in evaluating wit people Concepts on telephoning, interviewing, and communicating

One-to-one communication in business abound - in using the telephone, in setting up appointments, in greeting visitors, in making introductions, in conversing withothers, and in working closely with an executive. Communication with groups of people is also part of your job - in conference situations, in hosting business social events, in giving directions, in committee work, and many more. Then theer are situations in which communication may involve several people or just one person -- instructing someone on the details of a job, working with the team of staff, or chatting with colleagues. Success or failure at work depends to a large extent upon the way you communicate. Numerous studies have shown that it is less often a lack of skill that causes people to lose their jobs or to stagnate than it is their ability to communicate and get along with people TELEPHONE USAGE The ability to handle telephone calls properly is a quality most professionals should have. The correct use of the telephone can speed business, build goodwill, project the best possible image of your company, elevate your office in the eyes of your superiors, and thus be important to your own success. Here are some tips: * Train your ear to recognize at once frequent callers' voices so that you can address them by name. you will gain the reputation of being exceptionally keen * Put a smile into your voice that will make just the right impressions on the caller * Have an alert, pleasant, well modulated, cheerful voice * Be corteous, tactful, sincere in attempting to help the callers' voices so that you can address them by name. * Put a smile into your voice which will make just the right impression on the caller * Be courteous (considerate), tactful (polite) and sincere in attempting to help the caller INCOMING CALLS * Try to answer at the end of the first ring * Not only is it discourteous to the caller to let the phone ring and ring, but it also will irritate both him and any executive who happens to be near enough to hear your phone ringing several times without being answered

* Under no circumstances should you continue to talk to someone in the office after you picked up the receiver. * Speak directly into the instrument, keeping the mouth from about one-half inch to one inch away, and do not speak until the mouthpiece is in this position. * Identify your office and/or yourself (depending upon office preferences). * Avoid saying illogical things like "Mr. Cruz' desk." * If you give your name, it isn't necessary to add, "Speaking." * Asking "May I help you?" after your initial greeting suggests a personal interest in the caller's problem. * Never address a woman as "Madam," as it is often taken to be uncomplimentary. * If it is the practice in your office to screen calls in order to find out who's calling, the best words to use are, "May I ask who's calling, please?" * You should come o an understanding with your boss as to what you should say when he or she is not in the office. Examples: a) I'm sorry, but Mrs. _______ is not in the office today. b) I'm sorry but Mr. ________ is speaking on another line c) Do you wish to wait, or shall I ask him to call you back?" d) "Mr. Aquino of the ABC Corporation is calling." (Identify the caller when transferring the call to your boss.) * If you must leave the phone to obtain authorized information, get back to the call before thirty seconds have elapsed. To the caller thirty seconds seem interminable or __________. * If it becomes clear that your task will take more than 30 seconds, return to the phone and ask the caller if he or she cares to wait longer or if you may return the call later. * The same courtesy should be extended to the caller who is put on hold for more than half a minute. Let him know that he hasn't been forgotten by repeatedly checking with him. Don't forget to thank him for waiting! * When you take a message, avoid saying, "I'll have him or her call you." The proper words are something like, "I'll ask him to call" or "I'll give him the message the moment he comes in." * Write down the message, don't attempt to remember it. The form should contain the following essential information: date, time of day, name and number of caller, message, name or initials of person taking the message and whether the call is to be returned. * If the caller dials you by mistake, be courteous and never say, "Wrong Number" and abruptly hung up. Instead you can say, "You've reached the wrong number, I believe." The caller might be a customer who has confused your number with the above or below it in his own listing. * If the caller persists in talking, you might have to say, "I'm sorry, but I have a call on another line," or "I'd like to talk longer, but I'm due at a meeting now. Or "We must continue this at another time for I have an important letter I must finish before _______. CONDUCTING PERSONAL INTERVIEWS

There are some guidelines in conducting personal interviews: * Put the applicant at ease. * Treat the applicant politely and in a relaxed manner. Use the person's name when you say hello, and call the person * by name during the interview * Offer coffee or any refreshments you may have at hand * See that the person is comfortably seated in a private area before you begin the interview. * Outline the nature of the business, the nature of the job, and the salary, and tehn give the applicant a copy of the job description to look over. * Ask the applicant the necessary questions. * Verify any unclear data, and ask for a lit of references. * Keep the conversation unhurried EVALUATION Evaluate the applicant according to the following: 1. Punctuality for the interview 2. Neatness of personal appearance 3. Degree of expressed interest in the job 4. Personality: the ability of this person to relate well to the employers, supervisiors, and other staff members; 5. Formal education 6. Past job experience 7. Any special additional skils held by the applicant 8. A discerned willingness to work 9. Honesty in responses 10. The ability to communicate clearly and accurately by telephone, in person, and on paper; 11. Organizational ability and efficiency; and 12. Enough knowledge of the field so that he or she can ask intelligent questions about the job INTERVIEW TERMINATION * after you have concluded the interview, you should tell the individual approximately when the office will get in touch regarding the stats of the job. * It's up to you to end the conversation by standing up and saying something like "Thanks so much for coming by Ms. _____. It's been nice to talk with you. Mr. ____ will evaluate your material and then we'll get back to you on (date." Then mention that you enjoyed talking to the person, and escort the person to the door. In your dealings with all applicants, you should remember to treat them as you yourself would expect to be treated, were you applying for the job. This requires politeness, good organization and forthright honesty on your part. ESSENTIALS OF HUMAN RELATIONS IN THE OFFICE ENVIRONMENT The importance of working with people and thinking how you can affect them is needed for success. You must have congenial relationships with practically all people you encounter. Nothing can take the place of a professional/person who keeps everyone happy, while getting her work done cheerfully, correctly, and on time. To be effective in your dealings with people, you must be:

1. Alert - Listen to instructions. Don't let your mind wander when someone is speaking. Show by your attention and responses that you understood exactly what is expected of you. 2. Pleasant - Always wear a genuine smile. Separate your business and personal life. A cheerful greeting is expected. 3. Polite - Politeness is remembering to praise in public and to reprimand or criticize constructively in public. 4. Friendly - Be friendly to everyone in the office. Do not have favorites and do not join cliques (a close group of friends or coworkers with similar interests and goals, whom outsiders regard as excluding them) 5. Fair - Give credit to others for their ideas and their help with your work. 6. Thoughtful - Thoughtfulness is closely linked with courtesy. Carefully consider your word choice because whatever you say will refelect your thinking and direction 7. Cooperative - you must work together with others comfortably and happily. When people get angry and say hurting words, do not take them personally. Instead look at this as an opportunity to improve yourself. 8. Humble - accept justified criticism and try to look at it objectively. Humility also means the ability to accept praise and compliments gracefully with a genuine "thank you" as the response. 9. Tolerant and Considerate - Since peole have different intelligence, interests, goals, personality and character, behavior and many more, you must be tolerant and considerate. 10. Loyal - you must be dedicated to your superior and to your organization. If you cannt be loyal to either, you need to consider finding another position. 11. Sensitive - you must be constantly aware, alert, and observant. Learn from your mistakes. Know what pleases and displeases people especially your boss. 12. Courageous - Do not be afraid to express your ideas and make sure they are backed up by experience and with facts and figures, if necessary. Do not be afraid to accept responsibility and additional duties. 13. Honest - Never lie specifically to the detriment of others. Also admit your mistakes and never make excuses for them or blame others. 14. Show Self-control - People who have self-control are mature. They think first before talking and acting. They must keep their temper in check all the times 15. Flexible and Adaptable - Accpet change willingly. Give innovations a try. 16. Punctual - Observe office hours carefully. By being punctual, you get to finish your work on time, too. 17. Enthusiastic - Be enthusiastic about what you do, about where you work and about the possibilities for the future. 18. Responsible - Be responsible for getting things done and on time. Performing your job well is expected of you

REFERENCE: Business English & Correspondence by Fe O. Aquino, Consuello C. Callang, Hermina S. Bas, Crisologa B. Capili., Mandaluyong, 2007