ADVANCED ENGLISH COMMUNICATION SKILLS

LAB

LAB MANUAL (STUDENTS)

(III B.Tech ECE, CSE, ME, CIVIL, EEE & AERO)

GURU NANAK INSTITUTIONS TECHNICAL

CAMPUS
Ibrahimpatnam, Ranga Reddy District 501
506 (A.P)

GURU NANAK INSTITUTIONS TECHNICAL CAMPUS

Ibrahimpatnam, R.R. District 501 506 INDIA
List of Experiments as per the University
SYLLABUS:
The following course content
Communication Skills Lab:

is

prescribed

for

the

Advanced

1. Functional English - starting a conversation responding appropriately

and relevantly using the right body language role play in different
situations.
2. Vocabulary Building synonyms and antonyms, word roots, one-word

substitutes,

prefixes and suffixes, study of word origin, analogy, idioms

and phrases.
3. Group Discussion dynamics of group discussion, intervention,

summarizing, modulation of voice, body language, relevance, fluency and

coherence.
4. Interview Skills concept and process, pre-interview planning, opening

strategies, answering strategies, interview through tele-conferencing and

video-conferencing.
5. Resume Writing structure and presentation, planning, defining the

career objective, projecting ones strengths and skill-sets, summary,

formats and styles, letter-writing.
6. Reading Comprehension reading for facts, guessing meanings from

context, scanning, skimming, inferring meaning, critical reading.

7. Technical Report Writing Types of formats and styles, subject matter

organization, clarity, coherence and style, planning, data-collection,

tools, analysis.

Contents of Lab Manual (STUDENTS)

S. No

NAME OF THE EXPERIMENT

PAGE NOs.

Introduction

4-5

Functional English

6-11

Vocabulary Building

11-30

Group Discussion

30-34

Interview Skills

35-46

Resume Writing

46-56

Reading Comprehension

56-63

Technical Report Writing

63-71

List of Additional experiments, design experiment

SOFT SKILLS
Communication Media Etiquette
Business Memos
Professional Etiquette
Problem solving skills ( Activity based)
Thinking skills (Case studies activity based)

Objectives:

The introduction of the Advanced English Language Lab is considered

essential at 3rd year level. At this stage the students need to prepare
themselves for their careers which may require them to listen to, read,
speak and write in English both for their professional and interpersonal
communication in the globalised context. AECS Lab focuses on using
computer-aided multimedia instruction along with practical activities for
language development to meet the following targets. The proposed course
should be an integrated theory and lab course to enable students to use
good English and perform the following:

Gather ideas and information, to organize ideas relevantly and

coherently.

Engage in debates.

Participate in group discussions.

Face interviews.

Write project/research reports/technical reports.

Make oral presentations.

Write formal letters.

Transfer information from non-verbal to verbal texts and vice versa.

To take part in social and professional communication.

Books Recommended:
1. Effective Technical Communication, M. Ashraf Rizvi, Tata Mc. Graw-Hill
Publishing Company Ltd.
2. A Course in English communication by Madhavi Apte, Prentice-Hall of India, 2007.
3. Communication Skills by Leena Sen, Prentice-Hall of India, 2005.
4. Academic Writing- A Practical guide for students by Stephen Bailey, Rontledge
Falmer, London & New York, 2004.
5. English Language Communication : A Reader cum Lab Manual Dr A
Ramakrishna Rao, Dr G Natanam & Prof SA Sankaranarayanan, Anuradha
Publications, Chennai
6. Body Language- Your Success Mantra by Dr. Shalini Verma, S. Chand, 2006.
7. DELTAs key to the Next Generation TOEFL Test: Advanced Skill Practice, New
Age International (P) Ltd., Publishers, New Delhi.
8. Books on TOEFL/GRE/GMAT/CAT by Barrons/cup
5

9. IELTS series with CDs by Cambridge University Press.

10. Technical Report Writing Today by Daniel G. Riordan & Steven E. Pauley,
Biztantra Publishers, 2005.
11. Basic Communication Skills for Technology by Andra J. Rutherford, 2nd Edition,
Pearson Education, 2007.
12. Communication Skills for Engineers by Sunita Mishra & C. Muralikrishna, Pearson
Education, 2007.
13. Objective English by Edgar Thorpe & Showick Thorpe, 2nd edition, Pearson
Education, 2007.
14. Cambridge Preparation for the TOEFL Test by Jolene Gear & Robert Gear, 4th
Edition.
15. Technical Communication by Meenakshi Raman & Sangeeta Sharma, Oxford
University Press.

DISTRIBUTION AND WEIGHTAGE OF MARKS:

Advanced Communication Skills Lab Practical Examination:
1. The practical examinations for the Advanced English Language Laboratory practice shall
be conducted as per the University norms prescribed for the core Engineering practical
sessions.
2. For the English Language lab sessions, there shall be a continuous evaluation during the
year for 25 sessional marks and 50 End Examination marks. Of the 25 marks, 15 marks
shall be awarded for day-to-day work and 10 marks to be awarded by conducting Internal
Lab Test(s). The End Examination shall be conducted by the teacher concerned with the
help of another member of the staff of the same department of the same institution.

1.Functional English
Objective: To communicate effectively and confidently to convey their ideas and opinions
clearly.
What is Functional English?

The term "functional" should be considered in the broad sense of

providing learners with the skills and abilities they need to take an active
and responsible role in their communities, everyday life, the workplace
and

educational

settings.

Functional

English

requires

learners

to

communicate in ways that make them effective and involved as citizens,

to operate confidently and to convey their ideas and opinions clearly.
One of the chief reasons why people want to learn a foreign
language is this: They want to be able to do things in that language.
That is, they want to agree or disagree with someone, accept or reject
an offer, deny something, express likes/dislikes, offer food and
drink, compliment someone and do a lot of things like these. In other
words, they want to use that language and perform a number of
everyday communicative functions.
Functions like these are everyday functions, because youll have to
perform these functions whenever you deal with people. In fact, youll
have to perform each of these functions not once, but several times,
every day.

How to Start a Conversation

Starting a conversation can be one of the most stressful things in
life, but also one of the most rewarding. Being good at starting
conversations is essential in our career, romance and many other aspects
of life, so start mingling.

Conversation Starting Tips

Research interesting things to talk about.

7

Before you approach somebody to talk, relax.

Ask interesting questions.
Don't focus on seeming clever.
Be prepared to listen.

Step 1: Before You Start a Conversation

Before you start a conversation, it's a good idea to make sure

you'll have
something interesting to say.
You'll be more interesting if you keep up with interesting things

happening in popular culture and the news.

Follow the news, read good books and unusual websites, watch

stimulating movies and TV shows, etc.

Form opinions about things, and be prepared to articulate them in

an interesting way.
If there is a specific person you are planning to talk to, do a little

research into things you know they're interested in.

Even knowing a few interesting details about their favorite sports

team or TV show could give you something to talk about.

If you are very shy, you can even make a list of possible

conversational topics.
Try to think of unusual subjects and questions that should be
interesting to anyone. For example, which is a better superpower:

flight or invisibility?
Don't be ashamed of making a list. Think of it as something to fall

back on.
You might feel silly, but it can be helpful to use a mirror to practice

conversation.
This gives you a more objective idea of how you sound and helps
you practice your body language.

Step 2: Starting a Conversation

You've done your prep work. Now you're out and about, and

ready to mingle!
Before you approach anybody, relax.
If you're tense, you'll make other people tense. Calm down, try to
think of this as an enjoyable experience, and let your body language
become very casual and welcoming.
8

Remember, there's really nothing to be so afraid of. Even if the

conversation is a little dull or awkward, it's hardly the end of the

world.
If you spot a stranger you want to talk to, give them a quick but
thorough look to see if you can get any ideas about their possible
interests. A band t-shirt is an obvious sign about the kind of music

that person likes. Look for other clues in the person's clothing.
You can also check out your surroundings for possible things to talk

about.
Is there anything interesting in the area? Is there some sort of
unusual art or architecture nearby? Do you have any mutual friends

there?
Say hello and shake their hand, if the circumstances seem
appropriate. In certain situations, shaking hands could seem too

formal. In other situations, it could seem too personal.

If you know you have some common ground with the person, you
can start by focusing on that. Talk about your neighborhood, a

teacher you share, something at work, etc.

If the person has nice clothing, you can start a conversation with a
compliment and a question. When You Have Nothing to Talk About "I

like your coat! Where did you get that?"

Complimenting their clothing is one thing, but you should avoid
commenting on the person's physical appearance too soon. Telling
somebody they have nice eyes when you just met could seem

creepy.
Don't compliment the person for something unless you really mean
it. If you give them a false compliment and they see through it,

you'll look like you're trying to scam them for some reason.
Don't go into the conversation trying to sound clever. Be ready to

listen.
Focus on questions to get things going. Ask about the person, and if

a certain subject seems to bring them to life, follow up on it.

If you want to have an interesting conversation, ask interesting
questions. If the other person is just answering "yes" or "no" a lot,

your questions probably aren't open-ended enough.

If you're paying attention to the other person, you won't be focused
on yourself, so you're less likely to be nervous.
9

Step 3: Joining a Conversation

If you notice an interesting conversation already in progress,

you can try to join it.

If only two people are chatting, don't attempt to join that

conversation.
A conversation between two people is too intimate to intrude on,

and you'll seem rude. Stick to bigger groups.

Even with groups of three or more, carefully observe their behavior
to make sure they're not discussing something too personal for you
to join in. If their conversation seems to have hit a momentary lull,
you can jump in with a short comment or question to get them

talking again.
If they're discussing the weather, for instance, you could ask if

anybody has heard if it's supposed to rain soon.

Don't linger, and don't butt in.
If there never seems to be a pause in the conversation, move on
before your presence becomes awkward.

Step 4: Things to Avoid

There are many common mistakes that people make when they

are trying to start a conversation.

You don't want to have an argument, so avoid potentially
controversial subjects like politics, sex or religion with somebody

you don't know well.

Don't get too personal too soon.
Don't ask about heavy subjects like death, divorce, etc.
Don't interrupt the other person, or monopolize the conversation.

Talk about yourself, but not to an excessive degree.

Definitely don't try to make yourself sound cool by criticizing others.
This will probably just make you sound insecure. Besides, the person
you're talking to could turn out to be a close friend of the person

you're tearing down!

Avoid complaining.
Even if you're going through some bad things in your life, don't

share your problems with somebody you just met.

If you're trying to interest somebody, you don't want to seem
negative or depressing.

10

Conclusion

Perhaps the most important tip we can offer is that old cliche: be
yourself. it became a cliche for a reason. By letting your true self
show when you meet somebody, you're going to be a lot more
interesting than you would be if you tried to impress them with

some fake persona.

You've lived a lifetime full of experiences, and there is a whole Earth
around you full of fascinating things. You've got a lot to talk about!
So, don't be shy. Get out there and mingle.

Using the Right Body Language

Body language is a form of non-verbal communication involving the
use of stylized gestures, postures, and physiologic signs which act
as cues to other people. Humans,
unconsciously,

send

and

receive

non-verbal

signals

all

the

time

Understanding body language

Ways to Improve Body Language

1. Dont cross your arms or legs You have probably already
heard you shouldnt cross your arms as it might make you seem
defensive or guarded. This goes for your legs too. Keep your arms
and legs open.
2. Have eye contact, but dont stare If there are several people
you are talking to, give them all some eye contact to create a
better connection and see if they are listening. Keeping too much
eye-contact might creep people out. Giving no eye-contact might
make you seem insecure. If you are not used to keeping eyecontact it might feel a little hard or scary in the beginning but
keep working on it and youll get used to it.
3. Dont be afraid to take up some space Taking up space by
for example sitting or standing with your legs apart a bit signals
self-confidence and that you are comfortable in your own skin.

11

4. Relax your shoulders When you feel tense its easily winds up
as tension in your shoulders. They might move up and forward a
bit. Try to relax. Try to loosen up by shaking the shoulders a bit
and move them back slightly.
5. Nod when they are talking nod once in a while to signal that
you are listening. But dont overdo it and peck like Woody
Woodpecker.
6. Dont slouch; sit up straight but in a relaxed way, not in a too
tense manner.
7. Lean, but not too much If you want to show that you are
interested in what someone is saying, lean toward the person
talking. If you want to show that youre confident in yourself and
relaxed lean back a bit. But dont lean in too much or you might
seem needy and desperate for some approval. Or lean back too
much or you might seem arrogant and distant.
Smile and laugh lighten up, dont take yourself too seriously. Relax a
bit, smile and laugh when someone says something funny. People will be a
lot more inclined to listen to you if you seem to be a positive person. But
dont be the first to laugh at your own jokes, it makes you seem nervous
and needy. Smile when you are
8. Introduced to someone but dont keep a smile plastered on your
face, youll seem insincere.
9. Dont touch your face it might make you seem nervous and
can be distracting for the listeners or the people in the
conversation.
10.
Keep your head up - Dont keep your eyes on the ground, it
might make you seem insecure and a bit lost. Keep your head up
straight and your eyes towards the horizon.
11.
Slow down a bit this goes for many things. Walking slower
not only makes you seem more calm and confident, it will also
make you feel less stressed. If someone addresses you, dont snap
youre neck in their direction, turn it a bit more slowly instead.
12.
Dont fidget try to avoid, phase out or transform fidgety
movement and nervous ticks such as shaking your leg or tapping
your fingers against the table rapidly. Youll see nervous and

12

fidgeting can be a distracting when you try to get something

across. Try to relax, slow down and focus your movements.
13.
Use your hands more confidently instead of fidgeting
with

your

hands

and

scratching

your

face

use

them

to

communicate what you are trying to say. Use your hands to

describe something or to add weight to a point you are trying to
make. But dont use them to much or it might become distracting.
And dont let your hands flail around, use them with some control.
14.
Lower your drink dont hold your drink in front of your
chest. In fact, dont hold anything in front of your heart as it will
make you seem guarded and distant. Lower it and hold it beside
your leg instead.
15.
Keep a good attitude last but not least, keep a positive,
open and relaxed attitude. How you feel will come through your
body language and can make a major difference. For information
on how make yourself feel better read 10 ways to change how you
feel and for relaxation try, A very simple way to feel relaxed for 24
hours.
16.
Dont stand too close one of the things we learned from
Seinfeld is that everybody gets weirder out by a close-talker. Let
people have their personal space, dont invade it.

2. Vocabulary Building
Objective:

To Enhance vocabulary of the students.

Introduction to Vocabulary:
Words are the instruments by means of which men and women grasp the
thoughts of others and with which they do much of their own thinking.
They are the "tools of thought."

Effective Ways to Build Your Vocabulary:

Learning how to build a better vocabulary can be a pleasurable and
profitable investment of both your time and effort. At least fifteen minutes
a day of concentrated study on a regular basis can bring about a rapid
improvement in your vocabulary skills, which in turn can increase your
13

ability to communicate by writing, conversing, or making speeches.

Acquiring a large vocabulary can benefit you in school, at work, and
socially. It will enable you to understand others' ideas better and to have
the satisfaction or getting your thoughts and ideas across more
effectively.
Of course, you already know thousands of words, and you will
continue to learn more whether you work at it or not. The fact is that
many of the words you know were probably learned simply by coming
across them often enough in your reading, in conversation, and even while
watching television. But increasing the pace of your learning requires a
consistent, dedicated approach. If you learned only one new word a day
for the next three years, you would have over a thousand new words in
your vocabulary. However,
if you decided right now to learn ten new words a day, in one year you
would have added over three thousand to what you already know, and
probably

have

established

lifetime

habit

of

learning

and

self-

improvement.
What are the steps?
Be Aware of Words:
Many people are surprised when they are told they have small
vocabulary. "But I read all the time!" they protest. This shows that reading
alone may not be enough to make you learn new words. When we read a
novel, for instance, there is usually a strong urge to get on with the story
and skip over unfamiliar or perhaps vaguely known words. But while it is
obvious when a word is totally unknown to you, you have to be especially
aware of words that seem familiar to you but whose precise meanings you
may not really know.
Instead of avoiding these words, you will need to take a closer look
at them. First, try to guess at a word's meaning from its context-that is,
the sense of the passage in which it appears; second, if you have a
dictionary on hand, look up the word's meaning immediately. This slows
down your reading somewhat, but your improved understanding of each
new word will eventually speed your learning of other words, making
reading easier. Make a daily practice of noting words of interest to you for
14

further study whenever you are reading, listening to the radio, talking to
friends, or watching television.
Read:
When you have become more aware of words, reading is the next
important step to increasing your knowledge of words, because that is
how you will find most of the words you should be learning. It is also the
best way to check on words you have already learned. When you come
across a word you have recently studied, and you understand it, that
proves you have learned its meaning.
What should you read? Whatever interests you--whatever makes you
want to read. If you like sports, read the sports page of the newspapers;
read magazines like Sports Illustrated; read books about your favorite
athletes. If you are interested in interior decorating, read a magazine like
House Beautiful--read it, don't just look at the photographs.
Often people with very low vocabularies don't enjoy reading at all.
It's more of a chore for them than a pleasure because they don't
understand many of the words. If this is the way you feel about reading,
try reading easier things. Newspapers are usually easier than magazines;
a magazine like Reader's Digest is easier to read than The Atlantic
Monthly. There is no point in trying to read something you simply are not
able to understand or are not interested in. The important idea is to find
things to read you can enjoy, and to read as often and as much as
possible with the idea of learning new words always in mind.
Use a Dictionary:
Most people know how to use a dictionary to look up a word's
meaning. Here are some pointers on how to do this as a part of a
vocabulary-building program:
Have your own Dictionary
Keep it where you usually do your reading at home. You are more likely to
use it if you do not have to get it from another room. At work, there may
be a good dictionary available for your use. At home, most people do not
have a big, unabridged dictionary; however, one of the smaller collegiate
dictionaries would be fine to start with.
Circle the words you look up
15

After you have done this for a while, your eye will naturally move to the
words you have circled whenever you flip through the dictionary. This will
give you a quick form of review.
Read the entire entry for the word you look up
Remember, words can have more than one meaning, and the meaning
you need for the word you are looking up may not be the first one given in
your dictionary. Even if it is, the other meanings of the word will help you
understand the different ways the word is used.
Also, the word's "history," usually given near the beginning of the entry,
can often give a fascinating picture of the way the word has developed its
current meaning. This will add to the pleasure of learning the word as well
as help you remember it.

Synonyms and Antonyms

What are synonyms?
Synonyms are diff erent words (or sometimes phrases) with
identical or very similar meanings.
Directions:
In this section, a word or a group of words are underlined in each
sentence. For each underlined part, four words/phrases are listed
below. Choose the word nearest in meaning to the underlined
part.
Example:
His style is quite transparent.
(a) verbose
(c) lucid

(b) involved
(d) witty

Explanation: the word lucid is nearest in meaning to the word

transparent. So (c) is the correct answer.

Practise Exercise
Attempt the following :
1.

Few teachers have been spared the problem of an

obstreperous pupil in
the class.
(a) sullen (b) unruly (c) lazy

(d) awkward
16

2.

His visit to foreign countries brought about a seachange in

his outlook and his attitude to people.
(a) complete change

(b) partial change

(c) favourable change

3.

He found a lucrative assignment.

(a) good

4.

(b) profi table

(c)excellent

(d)signifi cant

It took him a long time to come round after the operation.

(a) recover

5.

(d) unfavourable change

(b) walk

(c) move

(d) eat

The students attitude towards his teacher was deferential

(a) evasive

(b) rude

(c) indiff erent

(d)

respectful
6.

There was intermittent rainfall throughout the afternoon.

(a) heavy

(b)sporadic

(c) continual
7.

8.

(d)respectful

The thief skillfully eluded the police net.

(a) avoided

(b) jumped

(c) crossed

(d) jilted

He explained his precarious strategy to his followers in

unequivocal
terms.

9.

(a) unmistakable

(b)unnatural

(c) unknown

(d)forceful

This variety of pigeon has now become extinct.

(a) extant

(b) rare

(c) distinct
10.

(d)dead

Swift is known in the world of letters for his misogynism.

(a) hate for mankind
(c) love for the reasonable

(b) hate for womankind

(d) love for womankind

Write the synonyms of the following:

Retreat

Compassionate Benevolent

Zenith

Crude

Appropriate

Suffi cient

Plenty
Polyglot

Potable

Optimist

Ambidextrous

Abstain

Barbarous

Calamity
17

Debacle

What are Antonyms?

The antonym of a word is a word which means the opposite.
Directions:
In this section, each sentence consists of a word or a phrase
which is underlined, followed by four words or phrases. Select the
word or phrase which is opposite in meaning to the underlined
word or phrase.
Example:
Rani is a smart girl.
(a) lazy

(b) active

(c) indecent

(d) casual

The word which is nearest opposite in meaning to the underlined

word smart is lazy.

Practice Exercise
Attempt the following:
1.

Many people try to resist reforms in the society.

(a) fi ght

2.

(b) accept (c) welcome

His interpretation of the poem is superfi cial .

(a) mysterious

(b) diffi cult

(c) profound
3.

(d) mystical

Poets often prefer ambiguity to

(a) clarity (b) certainty

4.

(d) repel

(c) rationality

(d) perversity

The actor is well known both for his humility and courage.
(a) pride

(b) determination

(c) honesty

(d)

gentleness
5.

6.

7.

Feasibility of the project is under study.

(a)Unsuitability

(b)Cheapness

(c)Impropriety

(d)Impracticability

No one can admire a deceitful boy.

(a)

dull

(c)

mischievous

(b) sincere
(d) aggressive

He gave a shallow argument in defence of his case.

18

8.

(a)

unpretentious

(b) learned

(c)

complicated

(d) considered

His health appeared to have further deteriorated because of

his exasperating outing at college.

9.

(a)

augmented

(b) thrived

(c)

improved

(d) enhanced

The remarks made by the advocate in the court were

eff ectively concise.

10.

(a)

obscure

(b) verbose

(c)

perspicuous

(d) piquant

We have carefully read your explanation and it sounds

plausible.
(a)

incoherent

(b) unconvincing

(c)

undesirable

(d) impertinent

Write the antonyms of the following:

Accelerate

Ascent

Immigration

Arrival

Optimist

Import

Helpful

Exclude

Busy

Abundant

Better

Construct
Ability

Capable

Simple

Prefi x

Tragedy

Top

Finish

Damage
Rough
Probable

Satisfaction

Superior

Sharp

Praise

Human

Wild
Interior
Polite

Word Roots
Some common Greek and Latin roots:
Root

Meaning

English words

star

astronomy, astrology

audi (L)

to hear

audible, auditorium

bene (L)

good, well

benefit, benevolent

bio (G)

life

biology, autobiography

(source)
aster, astr
(G)

19

dic, dict (L) to speak

dictionary, dictator

fer (L)

to carry

transfer, referral

fix (L)

to fasten

fix, suffix, affix

geo (G)

earth

geography, geology

graph (G)

to write

graphic, photography

jur, just (L) law

jury, justice

log, logue

word,

monolog(ue), astrology,

(G)

thought,

biology, neologism

speech
luc (L)

light

lucid, translucent

manu (L)

hand

manual, manuscript

meter,

measure

metric, thermometer

metre (G)
op, oper (L) work

operation, operator
pathetic, sympathy,

path (G)

feeling

ped (G)

child

pediatrics, pedophile

phil (G)

love

philosophy, Anglophile

phys (G)
scrib, script
(L)
tele (G)

body,
nature

empathy

physical, physics

to write

scribble, manuscript

far off

telephone, television

ter, terr (L) earth

territory, extraterrestrial
vacant, vacuum,

vac (L)

empty

verb (L)

word

verbal, verbose

vid, vis (L)

to see

video, vision, television

evacuate

One-word Substitutes: 1.
1.A person not available at a given place
2. Act of a substance being taken
3. A paragraph with the main ideas of a document
4. short form of a word
5. A word formed from the first letters of certain words
6. List of items for discussion at a meeting
7. Money paid to ex-husband or ex-wife
8. Character and atmosphere of a place
9. Collection of poems, stories, essays
10.Selling through print or visual media

absentee
absorption
abstract
abbreviation
acronym
agenda
alimony
ambience
anthology
advertisement
20

11.Loss of relative or friend

12.Of sky or heaven
13.Disease lasting for a long time
14.Meeting where instruction or information given
15.Meal not served at table
16.The way a group of people come up with useful ideas
17.Stupid and careless mistake
18.A famous person
19.Talking to people supporting a party
20.A group of government ministers
21.One killing animals and selling meat
22.Become red in the face because of embarrassment
23.Relative who lived long ago
24.Something used as standard of comparison
25.A system of following official rules strictly
26.In complete agreement
27.An unmarried woman
28.Of same kind
29.Last but one
30.of different kind
31.Without preparation
32.That can easily catch fire
33.Commonly used and present everywhere
34.Without name
35.No longer in existence
36.A list of important words with meanings
37.One who runs own business
38.A person with negative attitude
39.Specialist in medicine
40.A list of books related to a particular topic or subject
41.Something given for remembrance
42.One with exceptional talent far beyond age
43.A name other than the real one
44.One leaving country for lack of security
45.Dictionary compilation
46.Belonging to the same period
47.One who spends time with others
48.One who eats too much
49.One running away to avoid being caught
50.Money paid illegally for work done

bereavement
celestial
chronic
briefing
buffet
brainstorming
blunder
celebrity
canvass
cabinet
butcher
blush
ancestor
benchmark
bureaucracy
unanimous
spinster
homogeneous
penultimate
heterogeneous
impromptu
inflammable
ubiquitous
anonymous
extinct
glossary
entrepreneur
cynic
physician
bibliography
momento
prodigy
pseudonym
refugee
lexicography
contemporary
extrovert
glutton
fugitive
kickback/bribe

Practise Exercise
Give one word substitutes to the following:
The practice of being married to more than one person at a
time___________
The murder of ones own mother________
A box or cage for keeping rabbits_________
A place where aeroplanes are housed

_______
21

A place where animals are kept___________

A subject in which you learn about stars and planets_________
One who looks at the bright side of things__________
A number of stars grouped together____________
The study of birds__________
One who believes in God_________
One who does not believe in God__________
A place where dogs are kept___________
One who is present everywhere__________
A place where money is coined _____________

Words often confused:

Homonyms are words that have the same pronunciation and spelling but have different
meanings.
Homophones are words that have the same pronunciation but different spellings and
meanings.
There are also some words which are pronounced somewhat similarly but have different
spellings.
1. anonymous - unanimous
anonymous without a name or with a name that is not known
unanimous - showing complete agreement
Examples:
Only cowards would like to write anonymous letters.
This resolution was passed by the board of Governors unanimously.
2. affect effect - effects
affect have an influence on, pretend, act on
effect result, outcome, bring about, impression created in the mind of a person
effects goods, property
Examples:
His affected politeness is highly irritating
It is difficult to effect a change in the attitude of stubborn people.
The landlord threw out the personal effects of his tenant for non-payment of rent.
Tolstoy had a tremendous effect on Gandhijis mind
3. apprise - appraise
apprise - inform
appraise fix a price for
Examples:
His secretary apprised the minister of the possible consequences.
This building is appraised at rupees one crore.
4. accidental occidental - incidental
accidental - happening unexpectedly
occidental relating to the west
incidental - small and comparatively unimportant, liable to happen or occur
Examples:
It was an accidental meeting with my friend after a long time.
22

 There is a gulf of difference between occidental & oriental culture.

The incidental expenses are also paid by the company besides the fares.
5.adapt adopt - adept
adapt - make suitable for new use or situation etc.
adopt - take an idea or a custom, accept, take someone into ones family
adept - skillful
Examples:
Novels are often adapted for television or radio.
One must adapt oneself to new manners & customs.
He is adept at playing cricket.
Parliament adopted the finance bill after thorough discussion
6. apposite - opposite
apposite - strikingly appropriate for a purpose or a occasion
opposite - entirely different, contrary
Examples:
He is noted for his apposite remarks for any occasion.
The Prime minister has discussed bilateral problems with his opposite member.
7. affluent - effluent
affluent - wealthy, abundant, rich
effluent - discharge of waste liquid from a factory
Examples:
America is an affluent country
The effluents of the leather industry are considered harmful .
8. artist - artiste
artist - one who practices one of the fine arts like painting, one who shows good taste
artiste - professional singer, dancer, actor etc
Examples:
M.F. Hussain is a recognized artist with a large collection of paintings to his credit
M.S. Subbalakshmi was a renowned artiste of South Indian classical music.
9. complement - compliment
complement - that which makes something complete
compliment - admiration, approval, greetings
Examples:
Verbal communication can be complemented by non-verbal communication
Please convey my compliments to your better-half.
10. commensurate - commiserate
commensurate - in the right proportion
commiserate - feel pity for someone
Examples:
Multi-national companies invariably extract work commensurate with the
compensation package.
We naturally commiserate with our friends on their misfortunes.
11. courtesy - curtsey
courtesy - good behaviour, show of politeness
curtsey - gesture of respected to a person or royalty or exalted figure
Examples:
We should inculcate courtesy in children even from a very young age.
Showing curtsey to king or queen was mandatory in monarchies.

23

12. continual - continuous

continual - going on with only short breaks
continuous- going on without a break
Examples:
The continual rain has dampened our enthusiasm.
Nothing can be really continuous except time.
13. defy - deify
defy - resist openly, challenge, refuse to obey or show disrespect
deify worship as a God
Examples:
Defying the law could land you in prison.
Deifying the godmen has become the order of the day.
14. confirm - conform
confirm - make firm or stronger, ratify, agree definitely to
conform - be in agreement, comply with, adapt oneself to
Examples:
Please confirm your telephonic message through a letter.
We should conform our lives to certain accepted standards.
15. vantage - vintage
vantage - advantage
vintage - old but of quality
Examples:
Many people sought vantage points to have a glimpse of the President.
Vintage wines are specially available in France.
16. augur - auger
augur - a sign of something especially good or bad in the future
auger - a tool used for making holes in wood or in the ground
Examples:
The recent Indo-Pak initiatives augur well for peace in this region.
Foundation engineers use a soil auger to test the foundation soil.
17. curb - kerb
curb - check or restrain
kerb - edge of a pavement
Examples:
Have a curb on your vices.
The scooterist hit the kerb and lost his balance.
18. soar - sore
soar - fly high in the air
sore - tender and painful, irritated
Examples:
Prices of oil seared when war broke out between Iraq and Iran.
He felt sore at not having been invited to the party.
19. vain - vein
vain - without use or value
vein - blood vessel in the body along which blood flows to the heart.
Examples:
All our efforts our in vain
The doctor had difficulty in finding my vein.
20. saviour - savour
saviour - a person who saves somebody from danger
24

savour - appreciate taste, flavour or character of

Examples:
We firmly believe that God is our saviour
Some people savour dishes with garlic in them.
The audience savoured the comedians joke.
21. ail - ale
ail - cause problems for, trouble something or somebody
ale - a type of beer
Examples:
Whats ailing you?
In Britain ale is a common drink and is available in bottles & cans.
22. altar - alter
altar - a raised platform used for religious purposes
alter - change or make different
Examples:
In Christian churches altar is the communion table.
I accept your apology but it doesnt alter the way I feel about your behaviour.
23. ascent - assent
ascent - climbing
assent - agreement
Examples:
The heavy truck began its gradual ascent to Tirumala
The court gave its assent to increasing the height of the Narmada Dam.
24. ante - anti
ante - before, in front of, amount put by a player in a game of cards
anti - opposed to
Examples:
The gambler wanted his rival to raise the ante.
He is indulging in anti-social activities.
25. bail - bale
bail - money paid to court to get an accused to stay out of jail until trial
bale - a lot of light material pressed tightly and tied up
Examples:
I will put up bail for my brother
The truck is carrying bales of straw.
26. canvas - canvass
canvas - strong heavy rough cloth for making tents, sails, for painting
canvass - move around asking people to support an individual or a political party
Examples:
Painters use canvas to paint pictures
During elections, candidates canvass for getting voters to vote for them
27. cede - seed
cede - give control/power to someone, unwillingly
seed - small hard part of a plant from which another plant can grow
Examples:
Recently, the Nepal king ceded power to the people
We sow the seeds just before the rains.
28. cannon - canon
cannon - hit someone with a lot of force while moving, large gun
25

canon - generally accepted standard for judgement

Examples:
The continuous sound of shelling from cannon in the war front is the characteristic of
modern wars.
Certain canons or norms guide human behaviour in society.
29. coarse - course
coarse - rough
course - lessons in a particular subject
Examples:
The hands of manual workers are coarse.
The English course is quite tough
30. cheap - cheep
cheap - costing little money
cheep - make short high sounds
Examples:
Laptops are getting cheaper by the day
Young birds cheep.

Learning Prefixes and Suffixes

Knowing the Greek and Latin roots of several prefixes and suffixes
(beginning and endings attached to words) can also help us
determine the meaning of words. Ante, for instance, means before,
and if we connect bellum with belligerent to figure out the connection
with war, we'll know that antebellum refers to the period before war.
(In the United States, the antebellum period is our history before the
Civil War.)
Prefixes showing quantity
Meaning

Prefixes in English Words

half

semiannual, hemisphere

one

unicycle, monarchy, monorail

two

binary, bimonthly, dilemma,

dichotomy

hundred

century, centimeter, hectoliter

thousand

millimeter, kilometer

Prefixes showing negation

without, no, asexual, anonymous, illegal,
not

immoral, invalid, irreverent,

unskilled

not,

Non - breakable, antacid, antipathy,

absence of, contradict

26

opposing,
against
opposite to, counterclockwise, counterweight
complemen
t to
do the

dehorn, devitalize, devalue

opposite of,
remove,
reduce
do the

disestablish, disarm

opposite of,
deprive of
wrongly,
bad

misjudge, misdeed

Prefixes showing time

before

antecedent, forecast, precede,

prologue

after

postwar

again

rewrite, redundant

Prefixes showing direction or position

above, over supervise, supererogatory
across,
over

transport, translate

below,

infrasonic, infrastructure,

under

subterranean, hypodermic

in front of

proceed, prefix

behind

recede

out of

erupt, explicit, ecstasy

into

injection, immerse, encourage,

empower

around

circumnavigate, perimeter

with

coexist, colloquy, communicate,

consequence, correspond,
sympathy, synchronize

1. Suffixes

27

A suffix is a group of letters at the end of a word which modify the

meaning of a word and frequently determine its function within a
sentence. Take the noun nation, for example. With suffixes, the word
becomes the adjective national, the adverb nationally, and the verb
nationalize.
See what words you can come up with that use the following
suffixes.

Typical noun suffixes are -ence, -ance, -or, -er, -ment, -list,
-ism, -ship, -ency, -sion, -tion, -ness, -hood, -dom

Typical verb suffixes are -en, -ify, -ize, -ate

Typical adjective suffixes are -able, -ible, -al, -tial, -tic, -ly, -ful,
-ous, -tive,

-less, -ish, -ulent

The adverb suffix is -ly (although not all words that end in -ly are
adverbslike friendly. Add prefixes or suffixes to the given
meanings:
i. ______________archy = without government
ii. ______________script = written afterwards
iii. construct ___________= act of constructing
iv. book _______________= a small book

Analogy:
An analogy is a comparison showing resemblance between two or more
entities; calling attention to these likenesses is to draw an analogy.
Analogies help people to relate known things to unknown things. They are
also argumentative tools used in debate that are useful in creating
perspectives by relating to similar, possibly unrelated things.
There are four kinds of analogies:
Non-Argumentative or Illustrative Analogies
The non-argumentative or illustrative analogies attempt to compare one
thing to another with intent to explain, not to argue.
Descriptive Analogies
The descriptive analogies is often used to create a lively description.
"Ants never make their way to an empty granary: no friends will visit
departed wealth"
28

Ovid
This analogy allows the reader to form a picture, it does not establish or
prove a conclusion.
Explanatory Analogies
This analogy creates understanding between something unknown by
relating it to something known. It provides insight by edifying,
understanding by relating what you don't know with what you do know.
Not to persuade, but to understand.
Argumentative Analogies
Argumentative analogies help us to form an inference by making a
comparison between things that are familiar to us and things that are not
so familiar.
Deductive Analogies
Treating like cases alike; being consistent with our comparisons. Irrelevant
reasons should be kept out. Often deductive analogies use hypothetical or
made-up comparisons in order to make a point. The idea then is whether
or not the "unknown" and the "known" are actually similar.
Ex: "We would think it wrong for creatures from outer space, vastly more
intelligent than humans, to inflict pain on us in raising humans for their
meat counters. So analogously, it is wrong for us to inflict pain on animals,
just because we are more intelligent than they are" (M. Daniel).
For this analogy, you would have to consider: is an alien from outer space
similar to us? (Treat like-as-like). If we disagree that aliens and humans are
similar than this analogy is not effective.
Inductive Analogies
These analogies are more for basis of predictions rather than
decisions/persuasion. This type of analogy draws comparison between
cases and suggests that since the analogy hold some respects, it is likely
to hold in other respects as well.
Ex: A certain type of medication was tested on a rat. The rat developed a
serious side effect and therefore a human being would.
This is a prediction based on the fact that human beings and rats have
certain similarities that may cause us to react similarly.
Ex: A certain type of medication was tested on a house fly. The house fly
29

died; therefore a human being would die.

This analogy is not a good one. We are more similar to rats than to house
flies. Rats and human beings are both mammals, whereas a housefly is an
insect. In deductive analogies the "known" and the "unknown" must both
be real things, neither are allowed to be hypothetical.
An Example :

COW: CALF :

(A) ewe : kid

(B) mare : foal

(C) hen : rooster

(D) ram : lamb (E)

sow : pig
The answer is B, because just as a cow is the mother of a calf, a mare is
the mother of a foal. None of the other choices show a mother/offspring
relationship.
Practise Exercise :
Identify the right choices which exhibits the same relationship :
1.Advance : Retreat
(a) buy : sell
(b)push : pull
(c)create : destroy
(d)forward : onward
Ans. Create : Destroy
2.Body : Hand
(a)pin : nail
(b)chair : table
(c )thorn : flower
(d)automobile : wheel

Ans. Automobile : Wheel

3.Polymer : Cell
(a)coin : money
(b)food : wheat
(c )chain : link
(d)fibre : plastic
Ans. Chain : Link

4.Property : Mortgage
(a)money : lend
(b)equity : interest
(c )inventory : merchandise
(d)security : price
Ans. Money : Lend
5.Pistol : Trigger
(a)sword : scabbard
(b)motor : switch
(c )gun : holster
(d)rifle : soldier
Ans. Motor : Switch
6.Cell : Chromosome

30

(a)drug : ailment
(b)schizophrenia : brain
(c )tree : leaves
(d)air : oxygen
Ans. Air : Oxygen

7.Radium : Curie
(a)museum : artifact
(b)U.S. : Clinton
(c )telephone : Bell
(d)drama : show
Ans. Telephone : Bell
8.Ocean : Saline
(a)honey : bee
(b)rain : fresh
(c )rose : red
(d)heaven : paradise
Ans. Rain : Fresh
9.Computer : Ram
(a)book : page
(b)cloud : rain
(c )table : tablecloth
(d)sky : blue
Ans. Book : Page
10.Bells : Jingle
(a)crow : caw
(b)anklets : tinkle
(c )pig : snuff
(d)clock : time
Ans. Anklets : Tinkle

IDIOMS & IDIOMATIC PHRASES

Every language will have its own idiom or specific characters of the use of a word or a phrase
peculiar to it. Such words and phrases in a sentence which cannot be understood from the
meanings of individual words; the meaning of such phrases are called idioms. One can gain
command of the language when idiomatic usage is mastered.
1.All and sundry - everyone
Example:
We cannot invite all and sundry to dinner.
2. A bone of contention - a cause of dispute
Example:
This piece of land is a bone contention between the municipality and the forest department.
3.Bag and Baggage - with all belongings
Example:
He migrated to Bangalore bag and baggage
4. Behind the scene - privately, secretly

31

Example:
The two parties came to an understanding behind the scene on sharing of seats.
5. By fits and starts - irregularly
Example:
The Government cannot eradicate corruption if it works by fits and starts.
6. By leaps and bounds - rapidly, fast
Example:
After world war II Japan progressed by leaps and bounds.
7. By hook or by crook - by fair or foul means
Example:
Merchants make millions by hook or by crook
8.Fair and square - just
Example:
Public servants must be fair and square with all people.
9. Few and far between - rare
Example:
The visits of the elected leaders to their constituencies are few and far between.
10.Hard and fast - strict
Example:
There are no hard and fast rules for becoming rich.
11. Heart and soul - earnestly, with dedication and commitment
Example:
One must work heart and soul to become great.
12. Hue and cry - loud noise
Example:
The comrades made hue and cry over the nuclear deal with the USA.
13. In the nick of time - just on time
Example:
I was able to get into the bus in the nick of time.
14. In black and white - in writing
Example:
Your explanation should be submitted in black and white.
15. Kith and kin - blood relations
Example:
We must consider all Indians kith and kin.
16. Next to nothing - less than zero
Example:
My knowledge of mathematics is next to nothing.
17. Null and void - no longer in practice
Example:
The Supreme court ruling rendered the High court judgement null and void.
18. Over and above - in addition to

32

Example:
His daily allowances are over and above his salary.
19. Odds and ends - bits, pieces
Example:
Cockroaches live on odds and ends of food lying on the dining table.
20. Part and parcel - integral parts
Example:
Guiding the students in all respects is part and parcel of his job.
21. Pros and cons - positive and negative points
Example:
Before we enter into a deal we must consider the pros and cons of the issue.
22. Safe and sound - quite safely
Example:
The children came back from the hill station safe and sound.
23. Scot free - without punishment
Example:
Sometimes for want of evidence, criminals are let off scot free.
24. Slow and steady - gradual
Example:
We must realize our ambitions in a slow and steady way.
25. Sum and substance - the central idea, the gist
Example:
The sum and substance of the poem is very simple.
26. Through thick and thin - in all circumstances, in misery and prosperity
Example:
Friends must be true to one another through thick and thin.
27. Tit for tat - blow for blow
Example:
I gave him a tit for tat for insulting me.
28. Time and tide - opportunities
Example:
Clever people make the best use of time and tide.
29. To be up and doing - to be prepared to act
Example:
When problems come, one must be up and doing to solve them.
30. To play ducks and drakes - to waste
Example:
Some students play ducks and drakes with their precious time and fail in the examinations.

Practice Exercise
Use the following idioms / phrases in your own sentences:
Bolt from the blue

By hook or crook

To be abreast of
33

Be all and end all

In the air

Blow ones own trumpet

A cat and dogs life

Bell the cat

A burning question

At sixes and sevens

To beat about the bush

Call a spade a spade Crocodile tears

A fi sh out of water

In the air

3.Group Discussion
Objective: A Group Discussion has three main objectives They are to test
1. The candidates knowledge of the subject.
2. His ability to communicate with others.
3. His behaviour in the group, which may reflect his personal traits,
leadership qualities,
attitudes, spirit of accommodation, tolerance, self-confidence etc.
INTRODUCTION:
In these days of intense competition, employers are not satisfied with
mere interviews for employees to assess their behaviour in a group.
Human beings are gregarious animals and they interact in several groups
in

every-day

social,

academic,

professional

and

political.

discussion has now become an indispensable criterion

Hence,

for choosing

candidates for higher positions in professional life.

What is a group discussion?
A Group Discussion is a forum where people sit together; discuss a topic
with the common objective of finding a solution for a problem or
discussing an issue that is given to them.
TYPES OF GROUP DISCUSSION:
Group Discussion can be divided into two broad categories based on the
topic/issue given for discussion. They are:
1. Topic based Group Discussion and
2. Case- based Group Discussion (also called Case Studies)
Most of the management institutes (as a part of their admission

process)

as well as most organizations (as a part of their campus recruitment

process) use Topic- based Group Discussions. There are a few institutes

34

or organizations that use Case studies in the Group Discussions in their

selection process.
TOPIC BASED GROUP DISCUSSIONS:
In topic-based GDs, the group members are given a topic to discuss. A
topic is typically in the form of a statement (some times the topic may not
be a complete statement. For eg:The biggest problem faced by our
country is could be a GD topic). By the end of the discussion, the group
should strive to arrive at consensus on the issue that is covered by the
topic. The Topic-based Group Discussions are of two types:
KNOWLEDGE-BASED:
These are such that you need to have some knowledge about the topic to
be able to speak on the topic. An example for this type of topics is
India should withdraw from WTO. Here, unless you have some
knowledge about WTO, what other countries have done, what
Indias views are on the matter, etc., you will not be able to speak
effectively on the topic. Knowledge- based topics mostly cover
current economic issues. It is mainly focused on the following
topics:
a) Economic topics
b) Social topics
c) Political topics
d) Sports/Films related topics
e) IT based, etc.
f) Legal topics
NON-KNOWLEDGE BASED:
These do not require a knowledge base in any

specific area for you to be

able to talk about them. Common, day- to- day knowledge is sufficient to
do a

good

job

of talking about such topics. Your worldly

knowledge

and common sense will help you in speaking on the topic. It is sub-divided
into two categories:
CASE-BASED GROUP DISCUSSIONS (CASE STUDIES):
In case studies, a short description of a situation (called a case) is given
to all participants. The case will be a problem situation that requires a
35

solution. The participants have to study the case, analyze the problem and
discuss their views about the problem solution to the problem with other
members of the group. IIM Ahmedabad, IIM Indore. Etc., have been
giving case-based Group Discussions as a part of their selection process.
MODERATOR:
The moderator stands in the background and observes the participants
confidence, tact, temperament, alertness ability to convince others with
their line of thinking and argument.
PROCEDURE:
There are generally five to ten people in a group discussion. The
candidates who assemble for a discussion are assigned serial
numbers such as 1, 2, 3 and so on. Clear instructions are given that
they should not disclose their names. They bear the number tags
during the course of discussion and numbers addresses each.
STRATEGIES:
Once the topic for discussion is chosen, the candidate has to decide either
to speak in favour of the topic or against the topic .The candidate
have

should

sufficient facts either to contradict or to support the issue. The

language should be simple and lucid. The candidate should be tactful

while contradicting the views of other participants. Blunt statement such
as Your arguments are baseless, or You are absolutely wrong, is not in
good taste. The candidate has to disagree without sounding rude by
saying things such as I beg to differ.
Some patterns of starting a discussion:
We have assembled here to discuss
Let us get down to business.
Shall we set the ball rolling?
Shall we make a start?

36

Some patterns for interrupting a discussion:

Sorry to interrupt

Could I say

you
Excuse me, but

something ?
Sorry to disagree

Could I make a
suggestion,

with you.
If I could make a point

please?

here

Some patterns of ending a discussion:

I think that covers everything.
It is time to wind up.
Shall we close the discussion then?
Time allotted:
Normally, each group is given 15 to 20 minutes for
discussing the topic. However there can be variations in
the time that is allowed for the discussion. In some
cases, the Group Discussion may be terminated much
earlier or it can be extended to 30 minutes or more. One
point that you should bear in mind is that the time
required for the discussion does not depend on the group
size. Whatever the size of the group, 15 to 25 minutes is
what is normally required (and is normally given) for a
Group Discussion. Sometimes the moderator may not
pre specify the duration of the GD.
How to improve your performance in Group
Discussion:
Now that we have understood what Group Discussions
are all about and what the moderator looks for in the
participants, let us understand how you can enhance
your performance in a GD. There are definite ways of
improving your participation and performance in a Group
Discussion. There are three different aspects that you
should take care of to improve your performance in GDs.
They are:
37

 Building your
knowledge base
Generating ideas
about the topic
Improving your

Displaying
Positive Body
Language
Respecting the
opinions of other
participants

participation in
GD

Being polite with

the other
participants

Here we provide you with a number of prompts for a

topic. You should use these prompts and generate points
for all the topics.
RELIGION IS THE OPIUM OF THE MASSES
1. What do we mean by religion?
2. Is religion faith in God alone, or is it a way of life?
3. What is opium?
4. How can religion act as opium?
5. What are the conditions under which people resort to
taking opium?
6. Why will religion become the opium?
7. What are the interests of the people who peddle the
religion to be the opium to the masses?
8. Under what circumstances will masses not take
religion as opium?

38

9. Should we bring in any measures to stop people

taking religion as

opium or is

perfectly all right for religion to be the opium of the

masses?
10. Can any instance be cited either in the present or in
the past where religion has been used as the opium of
masses?
11. Who are the people who will de-addict the masses
from this opium?

Practice Exercise
Topics for GD
1 BPO- boon or bane
2 Entrance cancellation
3 Indo China Competition
4 India in world cricket
5 Olympic medal-why not for India
6 Bribery-Cause, Effect & Remedy
7 Religion & Society
8 Indian Economy & Business
9 Nuclear Deal- Boon or Bane
10 Iraq War & Sadaam Hussain
11 Terrorism - cause & remedy
12 Product & Service oriented-Stable Economy?
13 Education System & Reforms required
14 Dowry system
15 Bhopal Tragedy-Root cause

34

4.Interview Skills
Objective: To build confidence level of the students and
prepare them to face interviews.
Interview Process:
There are many different types of interviews designed to
serve different purposes or situations. Regardless of the
type of interview, most will incorporate the following
stages: establishing rapport, exchanging information,
and closing the interview. Pay attention to the job titles

39

of the interviewer(s). This can help you decide how much

technical detail to provide in your responses.
Establishing Rapport
This is a very important part of the interview because
while establishing rapport, first impressions are made,
and the tone of the interview is set. Some people
suggest that the decision to hire is greatly influenced by
the first five minutes of the interview. A good interviewer
will introduce him/herself, and take the lead. Follow his
or her lead - if they are chatty, be chatty; if they are
formal, be formal. Some employers use what seems to
be casual conversation to get to know you on a more
personal level - this may be crucial to a hiring decision!

Smile and maintain eye contact. This is one way

of communicating confidence, even if you don't
feel it.

If the interviewer offers his or her hand, shake it

firmly. If they don't, it is appropriate to offer
yours.

Wait until the interviewer sits or offers you a seat

before sitting down.

If the interviewer is making small talk,

participate. Keep your answers short and
positive.

Exchange of Information:
This is the bulk of the interview. It is your opportunity to
let the interviewer know what you have to offer, and
your chance to learn more about the organization.

40

When you answer a question, look the interviewer in the

eye.
Be aware of the interviewer's reactions. If he or
she looks confused, ask if you can
clarify anything.
35

Be aware of what your body is saying. Avoid closed

postures. Sit upright, but not

stiffly. Try to find a comfortable position as that will
make you feel more relaxed.
Control your nervous habits. Don't swing your foot,

talk with your hands (to an

extreme), or fiddle with jewellery, buttons, pens,
etc.
Show that you are interested in the job by asking

questions.
Try not to appear bored or anxious. Don't look at

your watch.
Closing the Interview:
When the interviewer is done gathering the information
that is needed, he or she will ask if you have anything to
add, or if you have any questions. This is your
opportunity to mentally review your inventory of skills
and make sure that you have communicated everything
that you wanted to. If any of your questions have not
been addressed during the course of the interview, now
is the time to ask them.

Thank the interviewer for his/her time and

consideration.

Ask when you can expect to hear from him/her.

If it is not known when a decision will be

reached, ask if you can phone in a week's time
to inquire about the progress.

41

If the interviewer offers his/her hand, shake it

firmly. Otherwise, it is fine to offer yours first.

If not already discussed, you can offer to leave a

sample of your work, or portfolio if you have one.

Types of Interview
1. Panel/Board Interviews:
Candidates are interviewed by two or more individuals.
This process is commonly used by governments and
large organizations. It is important to maintain eye
contact with the person asking the question and give an
answer with an example to support it. Always
acknowledge the other interviewers' presence by making
eye contact while answering rotating questions. Direct
your attention at the beginning and end of your response
to the person who asked you that question. The
questions asked in the interview are often set out in
advance. The board may already have decided which
answers they will accept/prefer for the questions. Ignore
note-taking by board members. Obtain employers'
names prior to the interview and use them during the
conversation.
2. One-On-One Interviews:
Candidates are interviewed by one person. These
interviews tend to be more informal, however, it always
depends on the employer's style. The interviewer will
often have a series of prepared questions, but may have
some flexibility in their choices. It is important to
maintain eye contact with the person interviewing you.
36

3. Impromptu Interviews:
This interview commonly occurs when employers are
approached directly and tends to be very informal and
unstructured. Applicants should be prepared at all times
for on-the-spot interviews, especially in situations such
as a job fair or a cold call. It is an ideal time for
employers to ask the candidate some basic questions to
determine whether he/she may be interested in formally
interviewing the candidate.
4. Second Interviews or Follow-Up Interviews:
42

Employers invite those applicants they are seriously

considering as an employee following a screening or
initial interview. These interviews are generally
conducted by middle or senior management, together or
separately. Applicants can expect more in-depth
questions, and the employer will be expecting a greater
level of preparation on the part of the candidate.
Applicants should continue to research the employer
following the first interview, and be prepared to use any
information gained through the previous interview to
their advantage.
5. Telephone Interviews:
Have a copy of your resume and any points you want to
remember to say nearby. If you are on your home
telephone, make sure that all roommates or family
members are aware of the interview (avoids loud
stereos, etc.). Speak a bit slower than usual. It is crucial
that you convey your enthusiasm verbally, since the
interviewer cannot see your face. If there are pauses,
don't worry, the interviewer is likely just making some
notes.
6. Group Interviews:
Employers bringing several candidates together in a
group situation to solve a problem are testing your
ability to work in a team environment. They want to
know how you will present information to other people,
offer suggestions, relate to other ideas, and work to
solve a problem. In short, they are testing your
interpersonal skills. It is difficult to prepare for this type
of interview except to remember what is being testing
and to use the skills you have to be the best team player
and/or leader you can be. Some employers will take you
to meet the staff who would be your co-workers if hired.
This is a very casual type of interview, but leaving a
positive and friendly impression is no less critical.

Interview Preparation
Research is a critical part of preparing for an interview. If
you haven't done your homework, it is going to be
obvious. Spend time researching and thinking about
yourself, the occupation, the organization, and questions
you might ask at the end of the interview.
1. Know Yourself:

43

The first step in preparing for an interview is to do a

thorough self-assessment so that you will know what you
have to offer an employer. It is very important to develop
a complete inventory of skills, experience, and personal
attributes that you can use to market yourself to
employers at any time during the interview process.
37
In developing this inventory, it is easiest to start with
experience. Once you have a detailed list of activities
that

you

have

done

(past

jobs,

extra-curricular

involvements, volunteer work, school projects, etc.), it is

fairly easy to identify your skills. Simply go through the
list, and for each item ask yourself "What could I have
learned by doing this?" "What skills did I develop?"
"What issues/circumstances have I learned to deal
with?"
Keep in mind that skills fall into two categories technical and generic. Technical skills are the skills
required to do a specific job. For a laboratory assistant,
technical skills might include knowledge of sterilization
procedures,

slide

preparation,

and

scientific

report

writing. For an outreach worker, technical skills might

include counselling skills, case management skills, or
program design and evaluation skills. Generic skills are
those which are transferable to many work settings.
Following is a list of the ten most marketable skills. You
will notice that they are all generic.

Analytical/Problem Solving

Flexibility/Versatility

Interpersonal

Oral/Written Communication

Organization/Planning

Time Management
44

Motivation

Leadership

Self-Starter/Initiative

Team Players

2.Know the Occupation:

The second step in preparing for an interview is to
research the occupation. This is necessary because in
order

to present a convincing argument that you

have the experience and skills required for that

occupation,

you

must

first

know

what

those

requirements and duties are. With this information

uncovered, you can then match the skills you have
(using the complete skills/experience inventory you
have just prepared) with the skills you know people in
that occupational field need. The resulting "shortlist"
will be the one that you need to emphasize during the
interview. It is also in your best interest to identify the
approximate starting salary for that position, or those
similar. There are several ways to find out about an
occupation:

38

Acquire a copy of the job description from the

employer (Human Resources/Personnel) or check with
Student Employment Services. If you are responding
to an advertisement, this may also supply some
details.

If you belong to a professional association related to

the occupation, use its resources. These associations
often publish informative newsletters and sponsor

45

seminars. It is also a good way to meet people

working in the field.

Conduct information interviews with people working

in the field.

Read articles about people in the occupation, and

articles written by people in the occupation. Sources
include newspapers, magazines and the internet.

Find out what the future trends are in the area. Is

technology changing the job?
3.Know the Organization:

The more you know about an organization, the better

prepared you will be to discuss how you can meet its
needs. Some of the characteristics that you should know
about an organization are:

Where is it located?

How big is it?

What are its products and who does it serve?

How is the organization structured?

What is its history?

Have there been any recent changes, new

developments?

There are a number of ways in which you can access this

information. Most medium- to large-sized organizations
publish information about themselves. You can access
this a number of ways:

On campus at the Student Employment Services

(company literature and business directories) or at
the Drake Centre Library

The Winnipeg Centennial Library has a business

microfiche with information on over 5000 Canadian
companies and business directories

46

Many companies have internet home pages which

you can locate by searching by industry and company
name

Finally, you can visit or phone the organization and

request some information on their products, services
or areas of research
39
If the organization is fairly small, or fairly new, there

may not be much information published. In this case, it

will be necessary to do an information interview. Contact
someone within the organization, introduce yourself,
explain that you are considering moving into the field,
and ask if it would be possible to meet with him/her to
inquire about the company/organization and about what
exactly the position would involve.
4. Prepare Questions:
If the organization is fairly small, or fairly new, there may
not be much information published. In this case, it will be
necessary to do an information interview. Contact
someone within the organization, introduce yourself,
explain that you are considering moving into the field,
and ask if it would be possible to meet with him/her to
inquire about the company/organization and about what
exactly the position would involve.
Having completed your background research, you are
now ready to prepare questions to ask the interviewer(s).
Try to think of questions for which the answer was not
readily available in company literature. Intelligent well
thought-out questions will demonstrate your genuine
interest in the position. Be careful how many questions
you ask, however, as too many can imply you feel the
interview was not successfully run. Pick your questions
47

with care - this is your chance to gather information, so

ask about what you really want to know. Avoid sounding
critical by mentioning negative information you may
have discovered. This is one of the most effective ways
to

compare

different

employers,

so

for

issues

of

particular importance to you (for example, whether they

support staff upgrading), you should ask the same
questions of each employer.
Some sample questions are:
1.

What are the most significant factors affecting

your business today?

2.

How have changes in technology most affected

your business today?

3.

How has your business/industry been affected by

the recession?

4.

How has your company grown or changed in the

last couple of years?

5.

What future direction do you see the company

taking?

6.

Where is the greatest demand for your services

or product?

7.

Where is most of the pressure from increased

business felt in this company?

8.

Which department feels it the most?

9.

How do you differ from your competitors?

40

10.

How much responsibility will I be given in this

position?

11.

What do you like about working with this

organization?
48

12.

Can you tell me more about the training

program?

13.

Have any new product lines been introduced

recently?

14.

How much travel is normally expected?

15.

What criteria will be used to evaluate my

performance?

16.

Will I work independently or as part of a team?

17.

How did you advance to your position?

18.

What are the career paths available in this

organization?

19.

When can I expect to hear from you regarding

this position?

It is very important to ask the last question because

employers want to hire individuals who are interested in
the position - and asking this question definitely helps to
demonstrate interest on your part. Exercise judgment
when asking questions to an employer. When being
interviewed by a large company that has a high profile,
one would not ask the question "What is the history of
your company and how was your company started?" You
can find the answer to this question in the company's
annual report or articles in magazines/newspapers.
However, small- and medium-sized companies do not
always produce publicly available annual reports and it
may be difficult to access information on the company
and its role in the industry. This question is appropriate if
you have exercised all other ways to find out the answer.
Sample Question and answers:
Q.

Was there ever a time that you were

challenged or put under pressure?

A.

Yes. I recently had to meet a very tight project

deadline for an important customer.

49

Would you like for me to go on?

Q.

Yes, please do. What were the

circumstances?
A.

One of our top customers wanted complex product

modifications in only a week,

including matching changes to the standard user
manual. It was my job to customize the user
manual, by working with the engineer who was to
make the modifications. During our first project
meeting, I recommended that I write an addendum
to the user manual, which would be quicker than
editing the entire manual. The project team and
our customer thought it was a good idea, so that's
what I did.
41
Q.

Good recommendation. When did you feel

challenged or under pressure?

A.

Well, I felt pressured right away, because I knew

that the deadline was tight even for an addendum, and

this particular customer was so very important to our
business.
Q.

How did you cope with the pressure?

A.

I turned the pressure into challenge. A good

challenge makes me determined, and

determination gives me the energy to meet the
challenge.
Q.

Can you give me an example to help me

better understand what you mean?

A.

Sure. It's like when I challenge myself to jog a little

further than I have before. I'm

determined to do it, which in turn, gives me the
energy to do it. The same thing happened on the
project.

50

Q.

Good analogy. How did you go about

accomplishing the project?

A.

To save time, I started with the same template I

initially created for the standard

manual. It took only a few tweaks to modify it for
an addendum. Then I worked extra hours in my
office or took my laptop home with me after hours
and worked on it there.
Q.

What was the outcome?

A.

I made the deadline on time. Our customer was so

pleased with the addendum, that

my manager gave me an out-of-cycle promotion.
Our CEO took the project team out to dinner at a
nice restaurant, where he presented Gold
Achievement Awards to all of us.
Q.

Tell me about yourself?

A.

This is the dreaded, classic, open-ended interview

question and likely to be among the

first. It's your chance to introduce your
qualifications, good work habits, etc. Keep it
mostly work and career related.
Q.

Why do you want to leave your current job?

A.

Be careful with this. Avoid trashing other

employers and making statements like, "I need
more money." Instead, make generic statements
such as, "It's a career move."

Q.

What are your strengths?

A.

Point out your positive attributes related to the job.

Q.

What are your weaknesses?

A.

Everybody has weaknesses, but don't spend too

much time on this one and keep it

work related. Along with a minor weakness or two,
try to point out a couple of weaknesses that the
interviewer might see as strengths, such as
sometimes being a
51

42
little too meticulous about the quality of your
work. (Avoid saying "I work too
hard." It's a predictable, common answer.) For
every weakness, offer a strength that compensates
for it.
Q.

Which adjectives would you use to describe

yourself?
A.

Answer with positive, work-oriented adjectives,

such as conscientious, hard-working, honest and
courteous, plus a brief description or example of
why each fits you well.

Q.

What do you know about our company?

A.

To answer this one, research the company before

you interview.
Q.

Why do you want to work for us?

A.

Same as above. Research the company before you

interview. Avoid the predictable,

such as, "Because it's a great company." Say why
you think it's a great company.
Q.

Why should I hire you?

A.

Point out your positive attributes related to the job,

and the good job you've done in

the past. Include any compliments you've received
from management.
Q.

What past accomplishments gave you

satisfaction?
A.

Focus more on achievement than reward.

Q.

What makes you want to work hard?

A.

Naturally, material rewards such as perks, salary

and benefits come into play. But

52

again, focus more on achievement and the

satisfaction you derive from it.
Q.

What type of work environment do you like

best?
A.

Tailor your answer to the job. For example, if in

doing your job you're required to

lock the lab doors and work alone, then indicate
that you enjoy being a team player when needed,
but also enjoy working independently. If you're
required to attend regular project planning and
status meetings, then indicate that you're a strong
team player and like being part of a team.
Q.

Why do you want this job?

A.

To help you answer this and related questions,

study the job ad in advance. But a job ad alone
may not be enough, so it's okay to ask questions
about the job while you're answering. Say what
attracts you to the job. Avoid the obvious and
meaningless, such as, "I need a job."

43
Q.

How do you handle pressure and stress?

A.

This is sort of a double whammy, because you're

likely already stressed from the

interview and the interviewer can see if you're
handling it well or not. Everybody feels stress, but
the degree varies. Saying that you whine to your
shrink, kick your dog or slam down a fifth of Jack
Daniels are not good answers. Exercising, relaxing
with a good book, socializing with friends or
turning stress into productive energy are more
along the lines of the "correct" answers.
Q.

Explain how you overcame a major obstacle.

53

A.

The interviewer is likely looking for a particular

example of your problem-solving

skills and the pride you show for solving it.
Q.

Where do you see yourself five (ten or

fifteen) years from now?

A.

Explain your career-advancement goals that are in

line with the job for which you

are interviewing. Your interviewer is likely more
interested in how he, she or the
company will benefit from you achieving your
goals than what you'll get from it, but
it goes hand in hand to a large degree. It's not a
good idea to tell your potential new
boss that you'll be going after his or her job, but
it's okay to mention that you'd like
to earn a senior or management position.
Q.

What qualifies you for this job?

A.

Tout your skills, experience, education and other

qualifications, especially those that

match the job description well. Avoid just
regurgitating your resume. Explain why.
Q.

Why did you choose your college major?

A.

The interviewer is likely fishing to see if you are

interested in your field of work or

just doing a job to get paid. Explain why you like it.
Besides your personal interests, include some rocksolid business reasons that show you have vision
and business sense.

Interview Purpose
The interview is an opportunity for both the employer
and the applicant to gather information. The employer
wants to know if you, the applicant, have the skills,
knowledge, self-confidence, and motivation necessary
for the job. At this point you can be confident that the
54

employer saw something of interest in your resume. He

or she also wants to determine whether or not you will fit
in

with

the

organization's

current

employees

and

philosophy. Similarly, you will want to evaluate the

position and the organization, and determine if they
44

will fit into your career plans. The interview is a twoway exchange of information. It is an opportunity for
both parties to market themselves. The employer is
selling the organization to you, and you are marketing
your skills, knowledge, and personality to the employer.
Mistakes
Oversell

Trying too hard to impress;

bragging; acting aggressively.

Undersell

Failing to emphasize the fact that

you have related skills;
discussing experience using
negative qualifiers (i.e. "I have a
little experience...").

Body Language
It is easy to create a
negative impression without even realizing that you are
doing it. Are you staring at your feet, or talking to
the interviewer's shoulder? Be aware of what your
actions say about you.
Lack of Honesty

The slightest stretching of the

truth may result in you being
screened out.

Negative Attitude

The interview is not an

opportunity for you to complain
about your current supervisor or
55

co-workers (or even about 'little'

things, such as the weather).
Lack of Preparation

You have to know about the

organization and the occupation.
If you don't, it will appear as
though you are not interested in
the position.

Lack of Enthusiasm

If you are not excited about the

work at the interview, the
employer will not assume that
your attitude will improve when
hired.

Rejection
Keep in mind that rejection is a normal part of every job
search. For every position, if 100 people apply, 99 will be
rejected. If you are rejected, it does not mean that you
are not a good applicant. It simply means that you were
not the best applicant for that particular job
45

at that particular time. Don't get discouraged. Rejection

happens to everyone and is not a reflection of you.
Consider each new application a new opportunity.

Walt Disney's idea for Disneyland was rejected

by six major banks before being accepted. They
said no one would come.

A record company which had the opportunity to

sign the Beatles rejected them. They felt that
electric guitar music was only a phase.

56

5. Resume Writing
Objective: To train the students to create an effective
resume.

What is a Resume?
Resumes are what people use to get jobs, right?
Wrong! A resume is a one or two page summary of your
education, skills, accomplishments, and experience. Your
rsums purpose is to get your foot in the door. A
resume does its job successfully if it does not exclude
you from consideration. To prepare a successful resume,
you need to know how to review, summarize, and
present your experiences and achievements on one
page. Unless you have considerable experience, you
don't need two pages. Outline your achievements briefly
and concisely. Your resume is your ticket to an interview
where you can sell yourself!

How to Prepare an Effective Resume!

1. Resume Essentials :
Before you write, take time to do a self-assessment on
paper. Outline your skills and abilities as well as your
work experience and extracurricular activities. This will
make it easier to prepare a thorough resume.
2. The Content of Your Resume :
Name, address, telephone, e-mail address, web
site address
All your contact information should go at
the top of your resume.
Avoid nicknames.
Use a permanent address. Use your
parents' address, a friend's address, or
the address you plan to use after
graduation.
Use a permanent telephone number and
include the area code. If you have an
57

answering machine, record a neutral

greeting.
46
Add your e-mail address. Many employers
will find it useful. (Note: Choose an e-mail
address that sounds professional.)
Include your web site address only if the
web page reflects your professional
ambitions.
3. Objective or Summary:
An objective tells potential employers the sort of work
you're hoping to do.
Be specific about the job you want. For example: To
obtain an entry-level position within a financial
institution requiring strong analytical and organizational
skills. Tailor your objective to each employer you
target/every job you seek.
4. Education:
New graduates without a lot of work experience should
list their educational information first. Alumni can list it
after the work experience section.
Your most recent educational information is listed
first.
Include your degree (A.S., B.S., B.A., etc.), major,
institution attended, minor/concentration.
Add your grade point average (GPA) if it is higher
than 3.0.
Mention academic honors.
5. Work Experience:
Briefly give the employer an overview of work that has
taught you skills. Use action words to describe your job
duties. Include your work experience in reverse
chronological order - that is, put your last job first and
work backward to your first, relevant job. Include:
58

Title of position,
Name of organization
Location of work (town, state)
Dates of employment
Describe your work responsibilities with emphasis
on specific skills and achievements.
6. Other information:
A staff member at your career services office can advise
you on other information to add to your resume. You may
want to add:
Key or special skills or competencies,
Leadership experience in volunteer organizations,
Participation in sports.

47

7. References:
Ask people if they are willing to serve as references
before you give their names to a potential employer. Do
not include your reference information on your resume.
You may note at the bottom of your resume: "References
furnished on request."

Resume Checkup
You've written your resume. It's time to have it reviewed
and critiqued by a career counselor. You can also take
the following steps to ensure quality:
Content:
Run a spell check on your computer before anyone
sees your resume.

59

Get a friend (an English major would do nicely) to

do a grammar review.
Ask another friend to proofread. The more people
who see your resume, the more likely that
misspelled
words and awkward phrases will be seen (and
corrected).
Design:
These tips will make your resume easier to read and/or
scan into an employer's data base.
Use white or off-white paper.
Use 8-1/2- x 11-inch paper.
Print on one side of the paper.
Use a font size of 10 to 14 points.
Use non-decorative typefaces.
Choose one typeface and stick to it.
Avoid italics, script, and underlined words.
Do not use horizontal or vertical lines, graphics, or
shading.
Do not fold or staple your resume.
If you must mail your resume, put it in a large
implemented
achievedenvelope.
created
improved
acquired
cultivated
informed
adapted
demonstrated
insured
addressed
designed
interpreted
administered
developed
interviewed
analyzed
devised
launched
anticipated
discovered
maintained
assembled
doubled
managed
assisted
drafted
48
marketed
audited
edited
minimized
budgeted
eliminated
motivated
calculated
enforced
negotiated
centralized
established
obtained
changed
evaluated
Action
Words
operated
collaborated
expanded
organized
composed
Use action words to describeexplained
your experience and
oversaw
condensed
forecasted
accomplishments. Here are some
conducted
formed actions words to use: performed
planned
constructed
founded
prevented
60

programmed
promoted
provided
publicized
published
recruited
reorganized
reported
researched
resolved
reviewed
selected
separated
set up
simplified
solved

surveyed
staffed
supervise
taught
tested
trained
used

49

61

What Employers Want

Employers say they are impressed by job candidates who have excellent
communication skills, good grooming habits, and relevant work experience.
Employers say they want trustworthy new hires who can move right in, get
along with their co-workers, and get the job done without having to be
babied at each step.
Top 10 Qualities Employers Seek
Communication skills (verbal and written)
Honesty/integrity
Teamwork skills (works well with others)
Interpersonal skills (relates well to others)
Motivation/initiative
Strong work ethic
Analytical skills
Flexibility/adaptability
Computer skills
Organizational skills
Sample Resume:
Denise F. Moore
2657 Uphill Ave.
Somewhere, CT 06677
800/555-1212
denisefmoore@jobweb.com
Objective
To obtain an entry-level position requiring strong analytical and
organizational skills in the engineering department.
Education
University of North Carolina at Charlotte
School of Engineering
B.S., Mechanical Engineering with focus in automotive engineering, May
2003
Honors: Daniel M. Joseph Prize in Mechanical Engineering, 2003

Phi Beta Kappa

50
Experience
Co-op engineer, Ford Motor Corp., Detroit, MI, Spring 2002
Worked on advanced test project that involved mechanical design, CAD/CAM
composites technology, automobile structures, and coordination among
project groups.
Mini-Baja Team Participant, University of North Carolina at Charlotte, Fall
2002.
Worked on six-member team of students to design and build a miniature
stock car for competition in National Society of Automotive Engineers
competition. Our car won.
Intern, General Motors Corp., Detroit, MI, Summer 2001
Assisted in experimental and literature research, prepared figures and data
for technical papers, and computed engineering calculations.
Assistant Mechanic, Dewey's Garage, Trumbull, CT, Summer 1999 and 2000.
Performed oil changes, tire rotations, radiator flushes, troubleshooting
problems with customers' cars.
Related Course Work
Thermodynamics, deformable solids, statics, materials science, basic circuits,
fluids mechanics, controls, heat transfer, vibrations, statistics, design,
turbomachinery, automotive structural design.
Computer Skills
CAD, AutoCAD, MathCAD, C++, Word, Access, Excel.
Activities

President, Society of Automotive Engineers, campus chapter, Fall 2000present

Peer tutor ,Intramural baseball, 1998-2001

51

LETTER WRITING
Letters remain hugely important in our everyday lives. People still feel the
need to have something confirmed in writing and a letter can add the all
important personal touch. But there are pitfalls to letter writing. Below are
our top tips for getting your letter right.
1. Define your purpose:
Before you begin writing a business letter, ask yourself:
Why am I writing this letter what has led up to it?
What do I hope to get out of it (my maximum aims)?
What do you expect to get out of it (my realistic aims)?
What is the best way to achieve this?
What information do I need to provide? For example, dates of previous
letters, dates you saw advertisement, dates of appointments,
addresses of shops and people, names of people involved, reference or
account numbers.
What arguments do I need to use?
2. The first paragraph:
The first paragraph of the letter should introduce the subject matter and
either state or imply your purpose in writing.
3. The body of the letter:
The body of the letter should consist of one or more paragraphs. It should
develop clearly and logically the argument and facts of the case. If there is
more than one paragraph, each paragraph should focus on a separate

aspect of the subject matter and there should be clear links between
paragraphs.
4. The final paragraph:
The final paragraph should leave the reader in no doubt about your attitude
towards the subject of the letter. It may, for example, spell out what you
would like to see happen. It should be positive and unambiguous.
5. Achieve the right tone:
Although the reader of your letter may be unknown to you, it is important to
achieve a suitable tone in your writing and not to be too casual or too
formal. So, as far as possible:

Avoid Jargon whenever possible.

Use shorter sentences rather than longer ones.

52

Avoid using the passive. For example write, We sent you that letter by
mistake, rather than the more pompous, Our letter was sent in error.

Dont let your feelings get the better of you.

Dont try to be too clever.

Be clear and to the point, but dont be too blunt.

6. Adopt a clear layout:

Adopt a letter layout that is clear and consistent. For example, if you put a
comma after the persons name in the greeting, include one after Yours
faithfully/Yours sincerely; either indent the paragraphs or leave a space
between them, without indentation.
7. Sincerely or Faithfully?
If you are writing to someone whose name and title you do not know, use
the greeting Dear Sir or Madam, and the ending Yours faithfully, signing
yourself with your initials and surname.

If you are writing to a named person, address them as Dear Mr/Mrs/Miss/Ms,

and end Yours sincerely, followed by your first name and surname.
If you have met them or spoken to them by phone, or otherwise feel that
you have some acquaintance with them, address them by their first name
and sign yourself Yours sincerely, using your first name.
If you need some extra inspiration then we have sample letters for almost
every occasion from letters of resignation to letters of condolence, letters of
complaint to letters booking a holiday.
We also have plenty of useful phrases to get your letter started, finished,
and on the right track.
The Format The Main Parts:
A business letter is more formal than a personal letter. It should have a
margin of at least one inch on all four edges. It is always written on 8"x11"
(or metric equivalent) unlined stationery. There are six parts to a business
letter.

53

1. The Heading:
This contains the return address (usually two or three lines) with the date on
the last line. Sometimes it may be necessary to include a line after the
address and before the date for a phone number, fax number, E-mail
address, or something similar. Often a line is skipped between the address
and date. That should always be done if the heading is next to the left
margin. It is not necessary to type the return address if you are using
stationery with the return address already imprinted. Always include the
date.
2. The Inside Address.
This is the address you are sending your letter to. Make it as complete as
possible. Include titles and names if you know them. This is always on the
left margin. If an 8" x 11" paper is folded in thirds to fit in a standard 9"

business envelope, the inside address can appear through the window in the
envelope. An inside address also helps the recipient route the letter properly
and can help should the envelope be damaged and the address become
unreadable. Skip a line after the heading before the inside address. Skip
another line after the inside address before the greeting.
3.The Greeting:
It is also called the as salutation. The greeting in a business letter is
always formal. It normally begins with the word "Dear" and always includes
the person's last name. It normally has a title. Use a first name only if the
title is unclear--for example, you are writing to someone named "Leslie," but
do not know whether the person is male or female. For more on the form of
titles, see Titles with Names. The greeting in a business letter always ends in
a colon. (You know you are in trouble if you get a letter from a boyfriend or
girlfriend and the greeting ends in a colon--it is not going to be friendly.)
4.The Body:
The body is written as text. A business letter is never hand written.
Depending on the letter style you choose, paragraphs may be indented.
Regardless of format, skip a line between paragraphs. Skip a line between
the greeting and the body. Skip a line between the body and the close.
5. The Complimentary Close:
This short, polite closing ends with a comma. It is either at the left margin or
its left edge is in the center, depending on the Business Letter Style that you
use. It begins at the same column the heading does. The block style is
becoming more widely used because there is no indenting to bother with in
the whole letter.
6. The Signature Line:
Skip two lines (unless you have unusually wide or narrow lines) and type out
the name to be signed. This customarily includes a middle initial, but does
not have to. Women may indicate how they wish to be addressed by placing
Miss, Mrs., Ms. or similar title in parentheses before their name. The
signature line may include a second line for a title, if appropriate.
54
The term "By direction" in the second line means that a superior is
authorizing the signer. The signature should start directly above the first
letter of the signature line in the space between the close and the signature
line. Use blue or black ink.

Ten Tips for Writing Effective Cover Letters

1. A creative, well-written cover letter is often the best way to make your
rsum stand out from the endless sea of applicants and find its way
into the must read pile of the person making the hiring decisions.
Here are 10 simple tips to help your cover letter wow: Make yourself
stand out. Get the competitive edge by writing a cover letter that
focuses on your unique and exceptional qualities. What makes you an
ideal candidate? Be strategic, persuasive, and concise.
2. Target the right person. Sending your letter to the proper person
can make all the difference. Avoid generic addresses such as To
Whom It May Concern or Dear Sir or Madam. Instead, call the
company and find out the name and title of the person who does the
hiring for the job that youre interested in. Remember to ask for the
correct spelling of his or her name.
3. Stay simple. Keep your cover letter brief. Never send a letter that is
more than a page in length; half a page is ideal. Be sure to use clear,
professional language while steering away from buzzwords, acronyms,
jargon, or anything overly personal.
4. Make it shine. The overall visual impression of your cover letter can
be just as important as whats written upon it. Make sure to use crisp,
quality stationery. Match the style of copy on your cover letter with the
style of your rsum. Stick with one font and avoid solid walls of text
that make the readers eyes bounce right off the page. Break your text
into digestible morsels with lots of white space.
5. Be an attention getter. Dont waste your first paragraph by writing a
dull introduction. Grab the employer's attention from the start by
pointing out how you can make a difference in a way no other
candidate can. Keep in mind that you have only about one to two
seconds to get your initial point across before the reader moves on to
the next letter.

6. Sell yourself. Dont expect to wow a prospective employer with a

lengthy checklist of what youve done in the past. Instead, position
your accomplishments in terms of how you could bring the same
benefits to their company. Your cover letter needs to answer the
question Whats in it for my company? Clarify how your expertise will
benefit

them

directly.

55
7. Hire a proofreader. Never underestimate the negative effect of bad
writing, which can greatly hurt your chances of landing a new position.
Invest in your career by hiring a professional writer or editor to check
your cover letter for spelling, grammar, and overall readability.
8. Avoid exaggeration. Theres nowhere to hide when you finally land
in an interview and the prospective employer wants to know what you
meant by best in the world. Avoid saying anything that sounds like
hyperbole, which can project the wrong image and damage your
credibility. And remember never to speak poorly of former employers
or coworkers.
9. Close encounters. Dont depend on the employer to take action.
Request an interview and tell the employer when you will follow up to
arrange it.
10.

Dont forget the follow-up. After sending in your cover letter and rsum, its

imperative that you follow up. Youll greatly increase your chances of getting an
interview if you call the employer directly after writing, rather than just sitting back and
waiting for a call.

6. Reading Comprehension
Objective: To develop fast way of reading and to answer the questions in a
span of time.

Reading comprehension is intended to test the readers ability to

understand, interpret and analyze texts on different topics and his/her own
range of vocabulary. The questions in this section are based on the passage
containing difficult constructions and words. Knowledge of the roots,
prefixes, suffixes will help in grasping the meanings of words.

Approach to be adopted:
The following guidelines will help in answering the question.
All the questions are based on the given text, and the answers also must be
based on the text.
Skim the questions first and note the key items in them. Read the first and
last sentences of each paragraph for a possible clue to the theme of the
text.Read the whole passage making a note of the main points, important
conclusions, names, definitions, places and numbers.In case, you cannot
make out the meanings of given words, read the nearest sentences and try
to grasp the contextual meanings of the words.
Learn prefixes, suffixes and roots of words so that it will be easy to
understand the meanings of words.
56
Knowledge of grammatical functions of words helps in identifying
the synonyms and antonyms of words.
Do not read the answer choices before reading the questions.
Use an elimination strategy to arrive at the correct answers.
Try to read between the lines for implied meanings and views of the
author.
Dont get stuck over any one question or part of the passage.
Keep the answer brief and to the point.

Guessing Meaning of Vocabulary from Context:

In order to understand what you are reading from an English text, you need
to guess the meaning of unfamiliar words (words you do not know) from the
context. This will help you read faster and easier.

Practice Exercise

Find the meaning of the underlined word in each sentence. Choose

the best answer for each question.
1. She had often come into conflict with her mother-in-law.
a) announcementb) attainment

c) argument

2. The old womans blunt questions embarrassed her, making her

momentarily tongue-tied.
a) emit

b) ashamed

c) loathe

3. We just need a couple more chairs so everyone can sit down.

a) one

b) two

c) three

4. Please, Uncle Jack, give me a piggyback!

a) a ride on someone back or shoulder
b) a small bag
c) people who arrived to settle in Bangkok 2000
5. Ladda does not like to eat papaya or carrots, which is high in vitamin A,
so she lacks it. Her mother keeps telling her that an inadequate supply of
vitamin A can lead to blindness.
a) too big

b) not enough

c) full

Types of reading
Reading for facts, guessing meanings from context, scanning, skimming,
inferring meaning, critical reading.

57
RAPID SURVEY
This is also known as previewing. You begin by checking what you are
reading - a rapid glance is all that it entails. You give yourself quick answers
to the following questions:
* Is it what I need?
* Is it up to date?
* Is it right for the task?
* Are all the contents relevant - or only some?

SAMPLING:
Sampling requires you to examine the contents of what you are
reading in slightly more depth than rapid survey. So typically, you would look
at the introduction and headings of the material, skim over the content of
each and establish in your mind the:
* Relevance of the content
* Usefulness of the content
* Suitability of the content
SKIMMING:
Skimming is used to quickly identify the main ideas of a text. When
you read the newspaper, you're probably not reading it word-by-word,
instead you're scanning the text. Skimming is done at a speed three to four
times faster than normal reading. People often skim when they have lots of
material to read in a limited amount of time. Use skimming when you want
to see if an article may be of interest in your research.
There are many strategies that can be used when skimming. Some
people read the first and last paragraphs using headings, summarizes and
other organizers as they move down the page or screen. You might read the
title, subtitles, subheading, and illustrations. Consider reading the first
sentence of each paragraph. This technique is useful when you're seeking
specific information rather than reading for comprehension. Skimming works
well to find dates, names, and places. It might be used to review graphs,
tables, and charts.
SCANNING:
Scanning is a technique you often use when looking up a word in the
telephone book or
58
dictionary. You search for key words or ideas. In most cases, you know what
you're looking for, so you're concentrating on finding a particular answer.
Scanning involves moving your eyes quickly down the page seeking specific

words and phrases. Scanning is also used when you first find a resource to
determine whether it will answer your questions. Once you've scanned the
document, you might go back and skim it.
When scanning, look for the author's use of organizers such as numbers,
letters, steps, or the words, first, second, or next. Look for words that are
bold faced, italics, or in a different font size, style, or color. Sometimes the
author will put key ideas in the margin.
Reading off a computer screen has become a growing concern. Research
shows that people have more difficulty reading off a computer screen than
off paper. Although they can read and comprehend at the same rate as
paper, skimming on the computer is much slower than on paper.

Word by word reading:

This type of reading is time consuming and demands a high level of
concentration. Some material is not readily understood and so requires a
slow and careful analytical read. People use this type of reading for
unfamiliar words and concepts, scientific formulae. It can take up to an hour
just to read a few lines of text.

Critical Reading:
A method of reading for study is called critical reading the aim is to
understand the material in some depth. The method involves five simple
steps; Survey, Question, Read, Recall and Review.

Survey: skim through to gain an overview and not key points.

Question: devise questions you hope the text will answer.

Read: slowly and carefully.

Recall: from memory, write down the main points made by the
chapter.

Review: revisit your questions - compare these to your recall and

establish how well the text has answered them; fill in any gaps by
further reading and note-taking.

59
Critical reading is the ability to evaluate the credibility of a piece of writing. All writers have a
purpose when they write, and usually, a writer will choose or emphasize facts and details which
support his or her purpose, and ignore facts which don't. As a good reader, you need to be aware
of that.

Practice Exercise
In this exercise, you will see a number of quotations from different "interest groups" or
"lobbies". A lobby or interest group is a group of people who have a common interest and who
work together to publicize and promote their point of view. In the exercise, you will read
quotations from five lobbies:
The forestry industry: The forestry industry makes money from cutting down
trees. Therefore, they want to be able to continue to cut trees, and they want to
discourage any alternative ways of producing pulp and paper.
The environmentalists: The environmental lobby want to protect the forests
against logging companies, so they would like to show how destructive logging
is, and how valuable the forests are.
The hemp farming lobby: The hemp farmers would like the fibre hemp plant
to be legal so that they can grow it. They want to show how useful it is for
making paper and other products, and they would like people to understand the
difference between the marijuana plant and the fibre hemp plant.
The marijuana legalization lobby: These people would like marijuana to be
legal. They are interested in linking the fibre hemp plant with marijuana, because
they think it may be possible to legalize BOTH kinds of plant. They want to show
how useful industrial hemp is, and at the same time, they want to convince
people that marijuana is harmless.
The Canadian government: The Canadian government has just legalized
industrial hemp, but they want to keep marijuana illegal, so they want to show
that it is dangerous. They also get lots of taxes from the forestry industry, so
they do not want to restrict logging too much.
Now choose the answer you think is correct.
1. "The rainforests are quite simply the richest, oldest, most
productive and most complex ecosystems on Earth."

60
a)

the forestry industry

b)
the environmentalists
c)
the hemp farming lobby
d)
the marijuana legalization lobby
2. "Some have calculated that if Canada converted the entire
pulp and paper production in Canada to hemp, it would be
necessary to plant hemp over 18% of the country."
a)
the forestry industry
b)
the marijuana lobby
c)
the environmentalists
d)
the hemp farming lobby
3. "Farmers... can grow hemp without pesticide or herbicide
application because it grows quickly and is not likely to fall to
disease."
a)
the Canadian government
b)
the hemp farming lobby
c)
the forestry industry
d)
the marijuana legalization lobby
4. "Each year, forest fires destroy more forests than are used for
making pulp and paper."
a)
the environmentalists
b)
the Canadian government
c)
the hemp farming lobby
d)
the forestry industry
5. "Decriminalizing cannabis could well result in a greater use of
the drug by Canadians, thereby increasing the health and safety
hazards associated with it."
a)
the marijuana legalization lobby
b)
the hemp farming lobby
c)
the Canadian government
d)
the environmentalists
61
6. "The government added marijuana in 1923 to The Opium Act of
1908 without any health concerns inherent in the law
whatsoever. The Opium Act was introduced as a purely racist
measure to deport and jail Chinese-Canadians."
a)
the hemp farming lobby
b)
the Canadian government

c)
the forestry industry
d)
the marijuana legalization lobby
7. "67% of the fibre used to make Canadian pulp and paper
comes from sawmill residue and recovered paper that used to be
disposed of in landfills."
a)
the environmentalists
b)
the hemp farming lobby
c)
the forestry industry
d)
the marijuana legalization lobby
8. "Hemp is about business and the environment. Marijuana is a
moral question about the government's control of what drugs
people consume. These two questions have nothing in common
but the shape of the leaf, and we have to separate the issues."
a)
the hemp farming lobby
b)
the marijuana legalization lobby
c)
the forestry industry
d)
the Canadian government
9. "In the Vancouver Grass town Riot, of 1971, police attacked
and injured hundreds of peaceful marijuana smokers in one day."
a)
the marijuana legalization lobby
b)
the forestry industry
c)
the Canadian government
d)
the hemp farming lobby
62
10. "Logging is still the biggest employer and the single biggest
contributor to tax revenue in BC."
a)
b)
c)
d)

the
the
the
the

hemp farming lobby

forestry industry
Canadian government
hemp farming lobby

7. Technical Report writing

Objective: To improve writing skills of the students.
A report is an important part of the genre of transactional writing - that is
writing that is intended to convey factual information.
In higher education and work, formal reports communicate information to
others without the need for meetings. If you are required to explain your

work to others in this way, effective reports are vital. Effective reports will
give you a professional image and get others to take your work seriously.
Report writing in Higher Education: You may be required to produce
written reports as part of your course, so you will have opportunities to
enhance your report writing skills. Reports can form a regular part of
assessed work and can be needed if you're involved in extra-curricular
activities with societies or external groups.
Report writing at work: Reports are a way of informing and persuading
people as well as initiating change. You might prepare or contribute to
annual, project or progress reports. A well-structured report that has clear
objectives will get more attention and is more likely to produce the intended
results.
Types of Report:
Incident Report

a report describing something that has

happened
63
Accident Report

a report describing how someone was hurt or

something was damaged

Sales Report

a report describing how many goods or

services were sold, and the reasons for any
differences from the plan

Progress Report

a report describing how close you are to

completing something you planned

Feasibility Study / Report

a report on how practical a proposal is

Recommendation Report

a report on what your organisation

should do

Site

a report on what has happened in a

place, and how close

your organization is to finishing
construction
Case Study

an academic report on how and why

something has changed over time

Reports have their own structure and this is distinct from the form of an
essay. Essays are mainly used to allow you to demonstrate your ideas and
arguments to others. Written reports provide specific research-based
information which results in a course of action being decided and acted on.
Reports are designed to give information concisely and accurately. A formal
report has an impersonal and objective "tone of voice". The main argument
is clear and uses a minimum of words. Accurately presented facts are in the
main body of the report - your evaluation of these is in the "conclusions" and
"recommendations" sections.
A report differs from an essay in that a report:

presents information, not an argument

is meant to be scanned quickly by the reader

uses numbered headings and sub-headings

uses short, concise paragraphs and dot-points where applicable

uses graphics wherever possible (tables, graphs, illustrations)

may need an abstract (sometimes called an executive summary)

does not always need references and bibliography

is often followed by recommendations and/or appendices

64

Reports tend to follow a standard structure but much depends on the

circumstances in which they are being written. It helps to ask your lecturers,
employers or mentors what they expect - there may be an accepted way of

writing a report appropriate to your course, employment or professional

body.
A report should generally include the following sections.
(Sections marked with an asterisk (*) are essential: others are optional
depending on the type, length and purpose of the report.)

Letter of transmittal

Title page*

Table of contents

List of abbreviations and/or glossary

Executive summary/abstract

Introduction*

Body*

Conclusion*

Recommendations

Bibliography

Appendices

Letter of transmittal
This is a letter to the person who commissioned the report, in which you
effectively hand over your work to that person. Include:

the purpose of the letter (eg. Here is the final version of the report on
Underwater Welding which was commissioned by your organisation.)

the main finding of the report

any important considerations

an acknowledgement of any significant help

an expression of pleasure or gratitude (eg. Thank you for giving us the

opportunity to work on this report.)
65

Title page

This must contain:

the report title which clearly states the purpose of the report

full details of the person(s) for whom the report was prepared

full details of the person(s) who prepared the report

the date of the presentation of the report

Table of Contents
(Usually only if the report is longer than, say, ten pages)
This is a list of the headings and appendices of the report. Depending on the
complexity and length of the report, you could list tables, figures and
appendices separately. Make sure the correct page numbers are shown
opposite the contents. Up-to-date word processing packages can generate a
table of contents for you.
Abbreviations and/or glossary
If necessary, you should provide an alphabetical list of the abbreviations you
have used in the report, especially if they may not be familiar to all readers
of the report.
If you have used a lot of technical terms, you should also provide a glossary
(an alphabetical list of the terms, with brief explanations of their meanings).
Acknowledgements (if appropriate)
This is a short paragraph thanking any person or organization which gave
you help in collecting data or preparing the report.
Abstract (Summary or Executive Summary)
An abstract is quite different from an introduction. It is a summary of the
report, in which you include one sentence (or so) for every main section of
your report. For example, you can include:

66

the context of the research

the purpose of the report

the major findings (you may need several sentences here)

the conclusions

the main recommendations

Write the abstract after you have written the report.

Introduction

Give enough background information to provide a context for the

report.

State the purpose of the report.

Clarify key terms and indicate the scope of the report (ie what the
report will cover).

Body
The content of the body depends on the purpose of the report, and whether
it is a report of primary or secondary research.
A report of primary research (based on your own observations and
experiments) would include:

Literature review (what other people have written about this topic).
The literature review should lead towards your research question.

Method (summarizes what you did and why). Use the past tense.

Findings or results (describes what you discovered, observed, etc, in

your observations and experiments). Use the past tense.

Discussion (discusses and explains your findings and relates them to

previous research). Use the present tense to make generalizations.

A report of secondary research (based on reading only) would include:

Information organised under appropriate topics with sub-headings. It is

unlikely that your report will discuss each source separately. You need
to synthesise material from different sources under topic headings.

Analysis/discussion of the sources you are reporting.

67

Conclusion
Sum up the main points of the report. The conclusion should clearly relate to
the objectives of your report. No surprises please! (that is, dont include new
information here.)
Recommendations (if appropriate)
These are suggestions for future action. They must be logically derived from
the body of your report.
Bibliography
(See our page on Using References for more information).
Appendices
An appendix contains material which is too detailed, technical, or complex to
include in the body of the report (for example, specifications, a
questionnaire, or a long complex table of figures), but which is referred to in
the report. Appendices are put at the very end of the report, after everything
else. Each appendix should contain different material. Number each
appendix clearly.
Sample of Reports
1.Imagine that you are the Chief engineer of Vijayabharati constructions. Due to an accident a
bridge collapsed killing five people. Draft a report to the chairman about the accident.

Report Submitted to the Chairman

From
XYZ
MS (U.K)
Chief Engineer
Madhya Pradesh
Dated:

68
To
The Chairman
Vijayabharati Constructions
Andheri, Bombay
Maharashtra
Dear Sir
Sub: Collapse of bridge on river Narmada-death of five persons-Reg
You are aware that a bridge is being constructed by our Vijayabharati
Constructions on the river Narmada in Madhya Pradesh. The construction
was in progress when there was a sudden heavy rainfall in the upper regions
of the river. Thereby the water gushed from upstream in a flood. The bridge
under construction could not bear the sudden force of the flood waters and
gave in at the fifth pillar. The workers who were near the pillar tried to
escape but five of them came under the collapsing column. Their bodies
were fished out of the river with the help of a crane. As we have to pay
compensation to the nearest kin of the deceased I am contacting the
insurance company for the same.
This for your information.
Sincerely
( sign )
XYZ
2.Write a technical report on the need to construct a low cost housing colony
in your native place.
Report submitted to the Principal Secretary
From
XYZ
Hyderabad
Dated:
To
The Principal Secretary
Weaker Sections Welfare Department

Govt of Andhra Pradesh

Hyderabad
Dear Sir
Sub: Report regarding the need to construct a low cost housing
colony
House is essential for every person. The minimum
requirements of a person are food, clothing and shelter. During winter and
rainy seasons it is absolutely necessary to have a shelter where one can
protect ones self from the bitterness of winter and from the drenching of
rains respectively. When the rich live in palacious buildings the poor should
have at least a small dwelling place. In my village there are nearly 500
people who do not have even a proper hut to live in. They are unable to
bear the bitter cold and rainy weather.
69
Therefore I request the government and philanthropists to come forward to
construct a low cost housing colony for the poor in my native place with
Shramdaan of the beneficiaries in the construction work. Each house can be
constructed at a cost of Rs 20,000/- with an attached toilet and bath.
For information and necessary action
Sincerely
(
)
XYZ
3.Prepare a report on the feasibility and desirability of introducing cooking
gas in place of petrol and diesel in automobiles.
Introduction
Due to growing need or demand of the growing population, petrol and diesel
are getting exhausted. If we continue to use petrol and diesel at the same
consumption rate, the day is not far away when all the reserves of these oils
get exhausted and the world faces severe fuel crisis. Therefore, it is
advisable to slowly shift to the use of cooking gas in place of petrol and
diesel.
Market Study
It is found that cooking gas is more economical than diesel or petrol. It is
also observed that cooking gas is a less pollutant than petrol or diesel.
Therefore, many people prefer to use cooking gas in place of petrol or diesel.
Availability of Men and Material
To supply cooking gas in place of diesel and petrol, special gas filling stations
have to be started. Gas dealers and suppliers have to be appointed. Gas
cylinders have to be manufactured or the present fuel tanks in the vehicles
have to be suitably altered and strengthened to store cooking gas. A
conversion kit has to be provided in the vehicles.
Conclusion & Recommendations

To reduce pressure on diesel and petrol and also to reduce environmental

pollution, it is desirable to use cooking gas in vehicles. It is also feasible to
use it as a substitute for diesel and petrol.
4.You are an Electrical Engineer in Asian Constructions, Your company has
undertaken the job of rewiring a shopping complex in Hyderabad. Write a
report on the progress of your work.
From
Asian Constructions
Koti
Hyderabad
Dated:
70
To
The Secretary
Twin Cities Shopping Complex
Hyderabad
Dear Sir
Sub: Rewiring of shopping complex Reg
The rewiring program of twin cities shopping complex is in
progress. The cost of some articles is higher. We expect to complete the
work within the estimated cost. As the work is progressing speedily, we
hope that the labour charges will be reduced. We have paid 5 lakh towards
equipment so far. The cost of the labour will be around 1.25 lakhs . It is
hoped that the remaining expenditure will not be more than 75,000.
The rewiring of three floors has been completed. The
replacement of lighting fixtures started two days ago. We shall complete the
rewiring of the remaining two floors within 25 days. We would be able to
complete the whole work within 35 days from today.
Sincerely
(
)
XYZ

DESIGN OFADDITIONAL EXPERIMENTS

Communication Media Etiquette

The Telephone
Always return calls. Even if you dont yet have an answer to the
callers question, call and explain what youre doing to get the
requested information, or direct them to the appropriate place to get
it.
If youre going to be out, have someone pick up your calls or at a
minimum, have your answering system tell the caller when you will be
back in the office and when they can expect a call back.

When you initiate a call and get a receptionist or secretary, identify

yourself and tell them the basic nature of your call. That way, youll
be sure youre getting the right person or department and the person
youre trying to reach will be able to get the appropriate information
and help you more efficiently.
When we receive a phone call, identify yourself and your department,
if it is an in-house call, and your name and the company if it is an
outside call. Answer the phone with some enthusiasm or at least
warmth, even if you are being interrupted, the person on other end
doesnt know that!
Make sure your voice mail system is working properly and doesnt tell
the caller that the mailbox is full, transfer them to nowhere, or ring
indefinitely. Address technical and system problems-a rude machine
or system is as unacceptable as a rude person.
You dont have to reply to tele-advertisements. If someone is calling to
sell you something, you can indicate that you are not interested ad
hang up without losing too much time on it.

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However, you need to be careful. You may be receiving a call from an
insurance or long distance company that wants to hire you as a consultant!
Be sure you know the nature of the call before you excuse yourself.
Personalize the conversation. Many people act in electronic media the
way they act in their cars. They feel since they are not face-to-face
with a person, it is perfectly acceptable to be abrupt, crass, or rude.
We need to ensure that we make the best use of the advantages of
these media without falling headfirst into the disadvantages.
Dont put a person on hold without asking him if he would mind
holding.
When you take a message for someone, do so on a large sheet of
paper in some detail. Do not edit the message. Add the date and time,
and your signature before leaving it on the absentees table.
Dont make funny noises on the phone.
Drinking water while
answering the phone, or eating chips, or blowing your nose, is
unacceptable.
Interruptions
Avoid interruptions of single or group work sessions, meetings, phone calls,
or even discussions if at all possible. Most management folks feel free to
interrupt informal working sessions of subordinates, but need to realize that
they may be interrupting a brainstorming session that will produce the
companys next big success.
Always apologize if you must interrupt a conversation, meeting, or
someones concentration on a task. Quickly state the nature of what you
need, and show consideration for the fact that you are interrupting valuable
work or progress.
E-mail

While addressing the mail, in the To column put the i.d.s of the
persons who are to take action in the matter; in the CC column, the
ids of those who are in the loop only; the BCC column should better
be left unused as many companies consider it unethical to use that
column.
Make the subject line specific and short. Dont leave the subject
blank, and dont use a genetic subject line, Hi or Just for you. Dont
also have a long subject line.
Use different mails for different subjects; do not club three or more
different subjects under a general subject. Only one subject, and its
connected data, should be in one mail.
Follow correspondence rules. Do not type everything in caps or in
lower case; follow grammar rules, and dont commit mistakes.
Punctuation marks should be correctly used, and not overused,
showing intense excitement etc.
Use soft and neutral words, and cut out harsh or emotional content. A
business letter should be business-like, not a drama script.
Your mails should normally fit into one page without the reader having
to scroll down.
Dont forward messages with three pages of mail-to information before
they get to the content. In the message you forward, delete the
extraneous information such as all the memo to subject, addresses,
and date lines.
When replying to a mail, dont automatically hit the Reply All button.
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Sometimes very embarrassing internal mail goes to an external
customer, with disastrous results.
When replying to a question, copy only the question into your e-mail,
then provide your response.
Address and sign your e-mails. Although this is included in the To and
From sections, remember that you are communicating with a person,
not a computer.
Use your company id only for business mail, and your personal id for
your friends etc.
All mails sent through the company computer are scanned by the
company. Be careful regarding what you send. If you have visited an
x site, then you are in deep hot water.
Be careful what you write in your mails. They are a record, and can be
used against you in the future, when you least expect it.

Business Ethics Principles/Practice

When we are developing our ethics policy, we must decide what it is we
want our company to stand for, put it in writing, and enforce it. We can base
our policy on five fundamental principles:

Purpose: a purpose combines both your vision as well as the values

you would like to see upheld in your business. It comes from the top
and outlines specifically what is considered acceptable as well as
unacceptable in terms of conduct in your business.
Pride: Pride builds dignity and self-respect. If employees are proud of
where they work and what they are doing, they are much more apt to
act in an ethical manner.
Patience: Since you must focus on long-term versus short-term
results, you must develop a certain degree of patience. Without it, you
will become too frustrated and will be more tempted to choose
unethical alternatives.
Persistence: Persistence means standing by your word. It means
being committed. If you are not committed to the ethics you have
outlined, then they become worthless. Stand by your word.
Perspective: In a world where there is never enough time to do
everything we need or want to do, it is often difficult to maintain
perspective. However, stopping and reflecting on where your business
is headed, why you are headed that way, and how you are going to get
there allows you to make the best decisions both in the short-term as
well as long-term.
A company policy is a reflection of the values deemed important to the
business. As you develop your ethics, focus on what you would like the
world to be like, not on what others tell you it is.
How to say no with tact
You may be faced with a situation in which a partner or co-worker proposes
an action that you believe is not ethical or outright wrong.
Perhaps an employee comes to you with this situation. What do you do?
What do you tell your employee?
You may be tempted to do what is asked because you know the person or
you feel obligated for some other reason. Fight the temptation. Take a stand.
Say no with tact. Dont accuse the other person of being unethical. Instead,
use I statements to describe your feelings.
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State your objection and concern without Indictment
I have serious concerns about that, and I need your understanding
I honestly believe it is wrong because
I cant do what I feel is wrong
Purpose an alternative action that you feel is Ethical
I think I know what you want to accomplish, and I feel theres a better
way to do it. How about
Ask for the persons help and agreement
I really need your help.
I want to make sure we both do the right thing
Will you go with me on this one?

Whos responsible for acting ethically? You are! It is every person. Ultimately,
each of us is responsible for our own actions, including being ethical. The
three Rs will point you and your employees in the right ethical direction.
The first R of business ethics is Respect.
Treating everyone with dignity and courtesy.
Using company supplies, equipment, time, and money, and abiding by
laws, rules and regulations that exist to protect our world and our way
of life.
Protecting and improving your work environment, and abiding by laws,
rules and regulations that exist to protect our world and our way of
life.
The second R of Business ethics is Responsibility.
Providing timely, high-quality goods and services.
Working collaboratively and carrying your share of the load.
Meeting all performance expectations and adding value.
The third R of business ethics is Results.
Essential in attaining results is an understanding that the way results
are attained. Using the phrase The ends justify the means is an
excuse that is too often used to explain an emotional response, action
that was not well planned or carefully considered.
Obviously, you are expected to get results for your organization and
for your customers. However, you are also expected to get those
results legally and morally, by being ethical. If you lose sight of the
distinction, you jeopardize your job, your business and your career.
Watch out For The Big Four
Greed the drive to acquire or possess more and more in ones selfinterest.
Speed the motivation to cut corners in response to the speed the
pace of business
Laziness taking the easy path of least effort and resistance
Haziness acting and reacting without thinking
These are primary factors leading to unethical behavior. And theyre all
temptations that must be fought.

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Professional Etiquette
Adapting To The Corporate World
In the corporate world it is important to present ourselves with the kind of polish that shows we
can be taken seriously, and also about being comfortable around people and making them
comfortable around you. Again, in the corporate world, we are supposed to know what is right
and what is wrong, and then do the right thing. Values are beliefs that are important to us. These
values affect the choices that you make. So, the corporate world is a place where we should

know how to dress, how to behave, and how to take decisions so as to do the right thing. We all
live in different communities and are born into different cultures, which are often reflected in the
clothing that we wear. When we go outside our community or culture group, others may
identify us as being different. During the interview session, one thing that the potential employer
is concerned about is whether or not we will fit in with the culture of their company. A potential
employer seeks individuals who have qualified skills, are dependable and enthusiastic. He also
seeks someone who will represent the values of their organization. One of the determinants for
this is based on our appearance. If our appearance is very different from the other employees,
we may not fit the image that the company is seeking. Therefore, we may need to alter our
appearance to match the values of the company where we are.
Getting Ready For An Interview
Whenever we are looking for a job, a planned outfit is a must and it is equally important to have
one well fitting and coordinated interview outfit because we never know when an opportunity
to interview for a job will come our way. Call the Personnel Department of the Company you
are interviewing with and find out the requirements and dress appropriately. Ask about the dress
code and recommended clothing to wear. It will be easier and quicker to get the items one needs
if planned ahead. Looking good does not have to cost a fortune.
Grooming Checklist for the Interview Day
Bathe or shower on the morning of the interview.
Brush and floss your teeth. Use mouth wash.
Your outfit should be clean and pressed.
Shoes should be polished. Check to make certain the heels are not run-over.
Does jewelry match? Is it conservative and tasteful?
Hair done and neat. Bring a comb with you just in case.
For women: Apply makeup lightly. Bring powder and lipstick to freshen up before the
interview.
For men: Be freshly shaven.
Take a wristwatch with you to keep track of the time, even if it is an inexpensive one.
Being on time for the interview is of utmost importance.
Clothing Dos and Donts
The following are general guidelines for successful interview dressing:
Do wear clean, ironed clothes.
Do empty pockets beware of bulging keys and tinkling change.
Do not wear loud, bright colors such as greens, reds, or purples.
Dont wear jeans or t-shirts.
Dont wear ripped jeans.

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Do wear buttoned shirts, leaving only one or two buttons open.
Dont wear sports clothes with emblems. Avoid clothing with large designer labels.
Do wear a tie if possible. Make certain that it is knotted firmly, not loosely around shirt
collar.
Do wear traditional daytime fabrics. Avoid wearing satins or leather.
Accessories Dos and Donts

Do wear clean, conservative, and polished shoes.

Dont wear more than two rings.
Dont wear any body piercing paraphernalia (earrings, nose rings, or eyebrow rings)
Dont wear baseball caps or sunglasses.
Dont wear chains or necklaces.
Do shine your shoes.
Dont wear sandals.
Dont wear athletic shoes, no matter how clean and new. They are considered
inappropriate for an interview.
Dont wear earrings. If you normally wear one, take it out.
First Impressions
You only have one chance to make a good first impression. A person will size you up in
a matter of 15 seconds as you walk into the room! What you wear says a whole lot about
who you are, or at least who you are presenting yourself to be.
Whether you like it or not, the first impression that you make is visual. This means
paying attention to every little detail from head to toe is important.
Appearance can make the difference in getting or not getting a job. Correct appearance
can be your competitive advantage over someone else.
With first impressions, there is no erase button so make certain that the first impression is
a positive one.
Potential employers size you up based on how you look and how you carry yourself. So
pick the package that says what you want the employer to think: This person cares
about how they look. This person is serious about finding a job.
Do you Know how a person evaluates you ?
55% body language and appearance
38% verbal tone
7% verbal content
Corporate Grooming Dos and Donts For Men
Do wear your hair clean and styled neatly.
Do use deodorant.
Do not use a lot of cologne.
Do not have dirty fingernails no matter what. Trim nails and scrub hands necessary.
Do cover tattoos wherever possible.
Do not smoke, chew gum or spit tobacco.
Do shave your facial hair. If you wear beard, it should be neatly trimmed. Mustaches
should also be trimmed.
Maintain good oral hygiene. Brush twice a day, and use a good mouth wash.
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Keep at least 4 pairs of socks to use throughout the week. Change your socks every
day, and wash the used one, especially in summer.
Keep at least two pairs of shoes, and air them out daily before wearing them. Use
powder on the feet to avoid smells.
For Women
Rinse or wash your face at least two times a day.

Brush and floss daily. Use mouthwash or rinse with diluted baking soda if mouthwash is
not available.
Drink plenty of water which helps to keep your skin fresh on the outside.
Wear a little or no perfume. Mild deodorants or cologne is ok if you tend to perspire.
Cover your tattoos.
Keep your nails clean trimmed, especially long nails.
If hands tend to sweat, keep hanky or tissue handy especially if you have to shake hands.
Wear comfortable well-fitting shoes. Otherwise the shoes will pinch not only your feet
but also your face.
With western formals, wear closed shoes or sandals.
With Indian wear, wear good slippers or strapped sandals.
Avoid very large ear-rings and bangles that make a lot of noise.
Avoid wearing glass bangles and bindis with western formals.
Use very little hair oil, if at all. Perfumed oil is a no-no.
Avoid keeping flowers.
Avoid very large printed dresses or gaudy colors.
Wear colors that suit your complexion.
Transparent and figure hugging kameezes are better avoided; use dupattas in any case.
Lighted colors are more suited for the summer. For summer, cotton is the best.
Silk and synthetic fabrics are better suited for winter.

Business Etiquette
Basic Table Manners
Table manners play an important part in making a favourable impression. They are visible
signals of the state of our manners and therefore are essential to professional success. Regardless
of whether we are having lunch with a prospective employer or dinner with a business associate,
our manners can speak volumes about us as professionals.
Dining Etiquette
Employers may want to see you in a more social situation to see how you conduct yourself. You
could be critically scrutinized on your table manners and conduct. The meal is a time to visit
and interact, and this is always more important than the function of eating.
You should wait for your host to ask you to sit down before taking your seat. If he /she
doesnt ask you to sit, wait for him/her to be seated, then sit.
You should not push your chair back and cross your legs until the meal is completely
finished. During the meal, sit up straight and keep your feet flat on the floor or cross your
legs at the ankle. Crossing your legs during the meal can cause you to slouch, and looks
too casual.
As soon as everyone is seated, unfold your napkin and place it across your lap, folded,
with the fold toward you. If you need to leave the table, place the napkin on your chair,
folded loosely. Only after the meal is over should you place your napkin on the table to
the left side of your plate.

77
Solids should be on the left side and the liquids on the right side.
Be polite and appreciative. Never criticize or state a dislike for a food that is served to
you. This is insulting to your host. Simply eat foods you do like, and make an attempt
to taste unfamiliar foods. If you are asked point blank if you like something, and it

would be an obvious untruth to say you do, say something gracious like, Its different,
or Im not accustomed to this flavor, but Im glad for the opportunity to try this.
It is considered poor etiquette not to use the napkin. The purpose of napkin is to keep
food off your face. Use it frequently to discreetly dab or wipe your mouth.
If water is on the table as you are seated, it is appropriate to sip your water after everyone
is seated after you have placed your napkin on the lap.
You do not have to clean your plate. It is polite to leave some food on your plate. Do
not push the remaining food around on the plate.
Never speak with food in your mouth. Dont eat too quickly, and dont attempt to
hurriedly bolt down all your food.

Problem Solving Skills

Problems are to mind what exercise is to the muscles they toughen and make strong, Norman
Vincent Peale. Everyone wants to have a smooth ride in his life but everyone encounters
problems from birth to death. World Health Organization declared problem solving as the 8 th
life skill. It indicates that every person must be equipped with tools and techniques to overcome
problems in daily life. Problem is nothing but an unexpected, unforeseen and unfavourable
issue that may crop up either because of internal forces. In the case of internal forces, it could
be due to negligence or lack of knowledge of the individual that the problem is going to come
up. In such a scenario it can be manageable and can be tackled with care and caution. Whereas
in the case of external problems which are beyond the reach of the individual to manage. It is in
this context, individuals get stuck and upset and if the problems are recurrent and they get
dejected and demotivated. For instance, Richard Branson the boss of Virgin Group of UK spends
33 percent of his time in existing business, 33 percent in new ventures and 33 percent in
problem solving and 1 percent in parting as his is a party animal. It is obvious that he expects
problems in his business and he is mentally prepared to face and battle the problems.
Causes
After having known what is problem, it is relevant to find out the root causes of the problems.
When there is inconsistency in perception and thinking amongst people the problem crops up. If
the expectations and aspirations are not met there will be dissatisfaction resulting into frustration
and problems. When people fail to understand one another the end result is the problem. Ego
clashes amongst the people may give rise to conflicts. Misunderstandings will lead to
communication gap and resulting into conflicts. All these can be ascribed to internal forces and
factors responsible for problems. In order to tackle the problem we need to apply the tool of
SWOT analysis. The SWOT is the acronym for Strengths, Weakness, Opportunities and Threats.
At times the problems do surface due to none of our mistakes. In fact, facing problems is
essential for developing character and internal growth. Problems either make a person bigger or
smaller.

78
Effects
There is a wastage of time in tackling the problems. This time can be utilized for other
constructive and productive activities. Problems deviate and sidetrack the main activities. It will
have overall ill impact at the social level, personal level and professional level. At times

recurrent problems create self-doubt thereby losing confidence in oneself resulting into
frustrations. By constantly worrying about the problems, people make mistakes due to lack of
concentration. If this negative fallout is one side of the coin, the other side of the coin is the
ability to take up problems as challenges and fighting it out. In this context, John Johnson aptly
said, There is advantage in every disadvantage and a gift in every problem. The inner talents
and traits would surface when an individual is forced to a corner. It is like when a piece of log
subjected to severe pressure becomes charcoal. And if it is subjected to extreme pressure results
in a diamond. Great personalities are made from men like that.
Tools and Techniques to Tame
Look at the root of the problem and find out what led to the eruption of the problem as it
paves the way for right remedy.
Apply back end method i.e., glance at the problem and then go backwards step by step in
order to find out the links. When you know the right links then it is easy to break the
links to get disentangled.
If the problem looks big enough then break it into tiny pieces and then solve it step by
step. It is known as cluster problem which is cluster of many tiny problems.
Mentally map it with in your mind looking at all aspects both tangible and intangible
factors and forces.
Always try to see the big picture.
Apply SWOT analysis tool in letter and spirit and weigh pros and cons and then decide
the right solution.
Take inspiration from people who underwent through such problems and overcame
successfully.
Consult various well wishers about the problem and then take the solution that suits the
best.
Always look at both extremities such as what are the best and the worst options and then
play safe.
Check your biological clock and work on the problem wholeheartedly with fresh mind.
Apply tools like brainstorming, reverse brainstorming, morphological method, hill
climbing strategy, analogy, six thinking hats, synectics, mind mapping etc.
Address the problem earnestly and promptly or else it would become a conflict and
finally a crises.
If required, sleep over the problem. And also stay with the problem for more time as
Albert Einstein said, It is not that I am smart it is just that I stay with problems longer.
Apply trial and error method. If succeeded it is good or else failure teaches many lessons
in life.
Do not flight but fight to the finish.

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Tips for Effective problem Solving
Step 1 : identify and clarify the problem

Your first task is recognizing that a problem exists. Some problems are big and
unmistakable, such as failure of an air-freight delivery service to get packages to
customers on time. Other problems may be continuing annoyances, such as regularly
running out of toner for an office copy machine. The first step in reaching a solution is
pinpointing the problem area.
Step 2 : Gather Information
Learn more about the problem situation. Look for possible causes and solutions. This
step may mean checking files, calling suppliers, or brainstorming with fellow workers.
For example, the air-freight delivery service would investigate the tracking systems of
the commercial airlines carrying its packages to determine what went wrong.
Step 3 : Evaluate the evidence
Where did the information come from? Does it represent various points of view? What
biases could be expected from each source? How accurate is the information gathered?
Is it fact or opinion? For example, it is a fact that packages are missing; it is an opinion
that they are merely lost and will turn up eventually.
Step 4 : Consider alternative perspectives
Draw conclusions from the gathered evidence and pose solutions. Then, weigh the
advantages and disadvantages of each alternative. What are the costs, benefits, and
consequences? What are the obstacles, and how can they be handled? Most important,
what solution best serves your goals and those of your organization? Heres where your
creativity is especially important.
Step 5 : Choose and implement best options
Select an alternative and put it into action. Then, follow through on your decision by
monitoring the results of implementing your plan. The freight company decided to give
its unhappy customers free delivery service to make up for the lost packages and
downtime. On the job you would want to continue observing and adjusting the solution
to ensure its effectiveness overtime.
Conclusion and Recommendations
Face the problems squarely with courage and confidence. Learn to live with problems in life.
As long as head is there, there will be headache. And similarly as long as people are there, there
will be problems. Every problem will open up an opportunity. Many inventions resulted from
problems and necessities. This is the silver lining on the dark cloud of problems. Never brood
over the problems. Difficulties in your life do not come to destroy you but to help you realize
your hidden potential. Let the difficulties know that you are difficult. If problem is the end then
the solutions are the means. Means are many where as the end is only one. Hence it is very easy
to tackle the problem with the support of multiple solutions.
Get involved early in the problem solving process. It is easier to solve minor problems
than major ones!
Distinguish between problems that cause discomfort and those that may cause
damage.
Potentially damaging problems need immediate intervention and response.
Be sure you have the facts correct! Try not to react to opinions. Get all sides of the
story.
Think about constructive solutions you can suggest to resolve the situation.
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Activities:
1.Problem Solving : Surviving the Ship
Imagine that you are a passenger on the ship. The ship is slowly sinking in the Bay of Bengal
in water. You and your group have found a place on a life boat. There is not much space on the
lifeboat and the group can only take five things. What will you take to help you survive? Please
choose five things and rate them from 1 (most important) to 5 (least important). Be prepared to
explain why your group chose these things.
Rs 5000
A compass
Two liters of water
A blanket
Candles
Chocolate bars
Your passports
An interesting book
Matches
A diamond ring
2.Problem Solving : A Choice
Imagine that you are a passenger in a ship. You have found a place on the lifeboat, but a woman
carrying a baby has asked you to give your place to her. The woman tells you the following
information:
She is travelling back home after 10 years in exile.
She is twenty two years old.
She has tuberculosis and cant be cured.
Her husband is dead.
Her baby is six months old.
She intends leaving her child with a relative.
She never went to school and she cant read or write.
With your partner discuss the following question:
Will you give the woman your place? Why or why not/

Thinking Skills
Thinking is the manipulation of beliefs, coming up with an idea, being
creative and so forth.
Conceptual Thinking
It is the ability to identify patterns or connections between situations that
are not obviously related and to identify key or underlying issues in complex
situations. It includes using creative, conceptual or inductive reasoning.

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Cause & Effect Scenario

A cause and effect argument uses if-then and because statements to
show how certain past and present problems or incidents have resulted or
will result in specific consequences.
A cause is something that makes something else happen. Out of two
events, it is the event that happens first. To determine the cause, ask
the question why did it happen?
An effect is what happens as a result of the cause. Of two related
events, its the one that happens second or last. To determine the
effect, ask the question What happened?
Critical Thinking
Critical thinking is purposeful and purposed thinking
It is means to an ends thinking
It is getting from point A to point B thinking
It is problem solving thinking
Critical Thinking Skills Set
Obeying the rules of logic
Building coherent arguments
Analyze arguments according to standard criteria
Assume and defend a position on a given topic
Use systematic processes, including the collection and analysis of
evidence, to form and support conclusions.
Read and analyze complex texts, including the analysis of inference
Avoiding informal fallacies.
Validity and Evidence
Critical thinking deals with validity and evidence
Validity has to do with the FORM of arguments
Evidence has to do with the TRUTH of the individual premises.
Critical thinking in the strong sense means that one can challenge her own
assumptions and arguments. Critical thinking constitutes identifying of
identical past experience or observations to enhance evaluations.
ACTIVITIES:

Case Study 1 Barry and Communication Barriers

Answer the critical thinking questions at the end of the case study:
Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is responsible
for supervising and managing all employees in the back of the house. Employees working in the back of
the house range in age from 16 years old to 55 years old. In addition, the employees come from diverse
cultural and ethnic backgrounds. For many, English is not their primary language.
Barry is ServSafe certified and tries his best to keep up with food safety issues in the kitchen but he
admits its not easy. Employees receive on the job training about food safety basics (for example,
appropriate hygiene and hand washing, time/temperature, and cleaning and sanitizing). But with high
turnover of employees, training is often rushed and some new employees are put right into the job
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without training if it is a busy day. Eventually, most employees get some kind of food safety training.
The owners of the restaurant are supportive of Barry in his food safety efforts because they know if a
food safety outbreak were ever linked to their restaurant; it would likely put them out of business. Still,
the owners note there are additional costs for training and making sure food is handled safely.
One day Barry comes to work and is rather upset even before he steps into the restaurant. Things
havent been going well at home and he was lucky to rummage through some of the dirty laundry and
find a relatively clean outfit to wear for work. He admits he needs a haircut and a good hand scrubbing,
especially after working on his car last evening. When he walks into the kitchen he notices several trays
of uncooked meat sitting out in the kitchen area. It appears these have been sitting at room
temperature for quite some time. Barry is frustrated and doesnt know what to do. He feels like he is
beating his head against a brick wall when it comes to getting employees to practice food safety.
Barry has taken many efforts to get employees to be safe in how they handle food. He has huge signs
posted all over the kitchen with these words: KEEP HOT FOOD HOT AND COLD FOOD COLD and
WASH YOUR HANDS ALWAYS AND OFTEN. All employees are given a thermometer when they start
so that they can temp food. Hand sinks, soap, and paper towels are available for employees so that they
are encouraged to wash their hands frequently.

Given the scenario above, consider the following critical thinking questions
Questions:

1. What are the communication challenges and barriers Barry faces?

2. What solutions might Barry consider in addressing each of these challenges and barriers?
3. What Standard Operating Procedures (SOPs) would be helpful for Barry to implement and
enforce?
4. What are some ways Barry might use effective communication as a motivator for employees
to
follow safe food handling practices?
Case Study 2 Inconsistent Messages from Irma and Garland
Consistent Communication as a Motivator
Irma is the assistant manager for a family owned restaurant and her counterpart in the evenings
or on weekends she has off is Garland. Garland and Irma have distinct management styles but
each seems to get the job done, but in a different way. Irma tends to be a by the book kind of
gal and will strictly enforce all policies and procedures with all employees, no exceptions. On
the other hand, Garland is more laid back and doesnt mind flying by the seat of his pants.
The restaurant has a big event coming up for the weekend. It is an 80th birthday party for
Grandma Smith and the Smith family has reserved the large party room to accommodate the 150
guests they are expecting. Irma will be working the event on Saturday but has the day off on the
Friday before and Garland will be working. On Friday, the day before the event, Leroy Smith
calls into the restaurant to make sure everything is set and talks with Cora, the hostess for the
day. Leroy reminds Cora that they will be bringing in their own birthday cake so they will need
plates and forks for serving it. He explains a good friend of the family will be making the cake
and bringing it over.
Cora remembers something Irma told her about not bringing in outside food so she relays the
message and her concern to Garland. Garland pats Cora on the shoulder and tells her not to
worry, its only a birthday cake and we wouldnt want to ruin Grandma Smiths birthday
followed by, you know how uptight Irma can get at times. Cora is confused and doesnt know
what to do; shes worried about what might happen when Irma comes in tomorrow. So, she
persists and asks Garland if he wants her to call Leroy back and tell him he cannot bring the
cake.
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Given the closeness of the event and what Garland believe is a silly rule anyway (no outside
food allowed in the restaurant), Garland brushes off Coras concern and again tells her not to
worry.
The next day, Cora comes to work, although she would rather have called in sick knowing that
Irma will likely be upset with the cake situation. Cora and Irma are scrambling to get set up for
the 80thCommunication Case Study #2.docx 2birthday party when a woman arrives with a large
cake and proceeds to march through the dining room
into the kitchen. Cora follows her and puts it into the walk-in cooler noting the delicious
looking custard frosting. Irma sees Cora and asks what shes doing. Cora indicates its the cake
for the birthday party and that the friend of the family who made it, just delivered it. Irma
blows up, What do you mean she just dropped off the cake for the party?
You know we dont let people bring in any food from the outside. Cora is mortified, and states,
Garland told me yesterday they could bring the cake in since it was so close to the event and we
couldnt get a cake made in time for them.
A follow-up to the story: A few days after the event, Garland gets a call from Leroy Smith.
Leroy states over half of the party goers have come down with food poisoning and he is sure it
was the food they ate. Garland tries to respond intelligently and states he will look into it.
A week later Garland learns the cake was the culprit. Some left over cake had been served to
friends not attending the party and they became ill also. The cake contained a custard frosting
and had not been properly refrigerated prior to delivery to the restaurant.
Given the scenario above, consider the following critical thinking questions.
Questions:
1. What effects do inconsistent messages by supervisors have on employees?
2. What solutions might be considered in addressing the problem described in the case?
3. What Standard Operating Procedures would be helpful for the operation to implement and
Enforce Communication ?

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