COMMUNI

CATI
ONLANGUAGE(
COL)LEVEL1
COMMUNI
CATI
NGVERBALLYANDI
NWRI
TING

1.
DEMONSTRATI
NGUNDERSTANDI
NGOFCOMMUNI
CATI
ON
CONCEPTS

DEFI
NITI
ONS:
I
.COMMUNI CATION
a.Thepas si
ngofi nformat i
onbet weentwopeopl e
b.Theartoft ransmi tti
ngorex changinginformati
on
c.Theimpar t
ingorex changinginformati
on
d.Thet r
ans f
erofi nformationf r
om oneper s
ont oanot herthrough
somemedi um
e.Thepr ocessofs endingorr eceivi
nginformati
onbyus ingpreviousl
y
agreedupons ymbol sinachos enmedi um inordertopr oducea
desir
edr espons e
f.Thepr ocessofes tabli
shingcommonnes softhoughtsbet weena
senderandt her eceiver
g.At wowaypr oces sofgivingandr eceivi
nginfor
mat i
ont hr
oughany
numberofchannel s

I
I.
CONCEPT- -isanideaorabst
ractpr
inci
ple
-
-isanideahows omethi
ngis
-
-isanideahows omethi
ngshouldbedone
-
-isathought

I
II
.COMPONENTS(
ELEMENTS)OFCOMMUNI
CATI
ON

Ther
ear
eser
val
cruci
alel
ement
sint
heCommuni
cat
ionCycl
eincl
udi
ng;

(a)
Inf
ormat ion-thi
si st he raw mat erial
(Unpr
oces s
ed data) of the
communi cat i
onprocess
 Thishast obechangedintoMes sagebef or
eitissentt
otheuser,
i.e.
Receiverandt osui
ttheReci
pient’sunderst
anding
I t has t o be put i nthe right For m for easy del
iver
yf or
i
nstance,Verbal;
Wri
t t
en and Nonver balthrough the pr
ocess of
Encodi ng
(b)
Message-thi
st he pr ocessed Informat i
on readyt o be us ed byt he
Recei
ver
 SenderneedsaMes saget odelivertotherightdes ti
nation
 TheMes s
age’ sf orm as si
ststheSendert ochoos et heconveni ent
Channel f
ort het ransmissi
ont ot akeplace
 TheMes sagecoul dbei nVer bal;Writt
enorNonver balform
 ClearMes sagei stheonet hatput stheaudiencei nanunder standing
posit
ion
 Themeani ngoft heMes sages houldbet hes ameasunder stoodby
it
spr ocessor(Sender )aswel lbyt heoner eceivi
ngit,f orexampl e,
thewor d‘Go’ shoul dnotmean‘ Come’ .

(
c)Sender
-isthedeli
vereroftheMes saget otheReceiver
 Senderdevelopst hedes i
ret opas st heMes sagebef oreact ual
ly
EncodestheInformati
on
I sthe body responsibl
ef ort he processing ofI nf
ormat i
on int
o
Messaget hr
ought heprocessofEncodi ng
 TheTr ansmit
terput stheMes sagei ntother ightf or
m and al s
o
choosestherightchannelbeforeforwar di
ngittot heaudience
 TheConveyormi ghtbeani ndividualoragr oupofpeopl eora
company
 SendercanbeaRecei verwhenget sFeedbacksf romRecei ver
s

(
d)Recei
ver-istheonewhogetstheMes sageanddecodesi
tfi
rst
 Mightbeoneormany
 Recipienthastherol
etouseorkeept heMes
sage
 Recipientisr
esponsi
blef
orFeedbacks
 ReceivercanbeaSenderatonepoi ntwhenmakesres
ponses

(
e)Encode-processofchangingI
nfor
mationint
oMessagebefor
edeliver
y
i
sdone
 ThisprocesshelpstheSendert
odet er
minet
herightMedi
um( f
orm)
int
owhi chtheMes sagebeputl
ikeVerbal
;Wr
it
tenorNonverbal

(
f)Medi
um-ist
heformint
owhi
cht
heMes
sagei
sput
 Thef
ormcouldbe:
  Ver
bal e.
g.speech,l
esson,conf
erence,qui
z,debate
 Wri
ttene.g.l
etter
,report
,notes
,book,memo
 Non-verbal
e.g.smil
e,handwave,dress
ing,col
our,nod
 TheMedi
umal sohelpsthedeli
verert
ochooset hecorr
ectChannel

(
g)Channel
-Isthe car
ri
eroft he Mes
sage e.
g.let
ter,speech,body
l
anguage
 SomeChannelsmightr
equir
epowersuchasTVs
,radi
oswhiles
ome
notli
kerepor
ts

(
h)Pur
pose-I
tisthereas
onorai
m whycommunicati
onhastotakepl
ace,
f
orexample,
justtoi
nfor
m;t
oinf
luence(
per
suade)ortoi
niat
eacti
on.

(
i)
Feedback-
istheresponsemadebyt heReci
pient
 Theresponsecouldbeposi
ti
veornegative
 Negati
veresponsecanbes entevenift
heRecei
verunder
stoodt
he
Message,e.
g.whent heMessageisi
gnored

(j
)Mot
ivat
ion-
Isthe des
ire orur
ge t
o achi
eve t
he Pur
pos
e ofany
communicati
oni
nvol
vedint
o.

THECOMMUNI CATI
ONCYCLE/ PROCESS
Herearet hreebasi
celementsast hefundamentalonesf oundint he
Communi cati
on Proces
s known as t he Mes sage; the Receiver’
s
under
standingoftheMessageandtheRecei
ver’
sresponse(Feedback)to
theMessage.

SENDERENCODESMESSAGE MEDI
UMCHANNELDECODE
MESSAGERECECEI
VERFEEDBACK

NOTE-i
nthi
scycle,ot
herelementsar
eal
sovi
tal
ont
opoft
hebas
icones
whi
chhavebeenhighl
i
ghtedearl
ier
.

2.
TYPESOFCOMMUNI
CATI
ON
 a)VERBAL- Thisi s a Spoken wor ds uch as debat es,quiz,
i
nter views ,
conversations, l
ectur
es,speeches,
discuss i
ons.
b)WRI TTEN - This a Wr it
t en or Printed word l i
ke letter
s,
news papers ,
reports,
not es ,
noti
ces,books,minutes.
c)NONVERBAL/ VI
SUAL-Thi si sunspokenwor d,f ori nst
ance,
facialex pr essi
on,pos tur e,gestur
e,s pace/dis
tance,t ime,
voice, colour,dres
sing.

METHODS/
MEDI
AOFCOMMUNI
CATI
ON

(a)I
NTERNET
- Thisi sofgl obalcomput ernet wor kprovi
ding facil
iti
es,cons isti
ng of
i
nt erconnect edcommuni cati
onpr otocols
-Iti ss omet i
met imescalleds i
mpl y“t heNet ”isawor l
dwi des ystem of
comput ernet wor ks–anet workofmet hodsinwhi chus ersatanyone
comput ercani ftheyhaveper mi ssi
on,(s
omet i
mest alkdirectl
ytous er
sat
theot hercomput ers)
-Int ernetus erspr acti
call
yr eplacedt hepos t
als er
vicef ors hortwr i
tt
en
transactions.
- Peopl ecommuni cateovert hei nternetinanumberofwaysi ncl
uding
I
nt ernetRelayChat( I
RC),theInternettel
ephony,Inst
antmes sagi
ng, Video
ChatorSoci almedi a
- Net worki sagr oupoft woormor ecomput ersystemsl i
nkedt ogether .

- Therear emanyt ypesofcomput

ernetworksincl
udingthefol
l
owing:
i
. Local Ar
eaNet works(LANs)
i
i. Wi deAr eaNet work(WAN)
i
ii
. Wi relessLocalAreaNetwork(WLAN)
i
v. Met r opoli
tanAreaNetwork(MAN)
v. St orageAr eaNetwork/SystemAreaNetwork/ServerAreaNetwork(
SAN)

(b)
LETTER
-I
tisoneperson’
swri
tt
enmes
saget
oanot
herper
tai
ningt
osomemat
ter
ofcommonconcern
 -I
tcanservesever
alpurposes:
i
. Maintai
nr el
ati
onshi
pwheni nt
imatesaref
arfr
omeachot
her
.
i
i
. Conductsbus i
nesscorres
pondences
i
i
i. Canbeus edasavehicl
eforself
-expr
essi
on

-I
tcomesi nt otwomaj ortypescommonl yknownas:
i
. Per s
onal Letter–Car riesfri
endlymessageinonewayort heot
her.
i
i
. Of fi
cialLetter- Conveysbus inessor
ientedmessagessuchascontr
acts
,
sal
es,tr
ainingoppor t
uniti
es
i
i
i. Pers
onalandOf f
icialLetter
smi ghtbepresent
eddiffer
entl
y,f
orinst
ance
i
n,addres s
es ,sal
utations,complementarycl
ose.

(
c)MEMORANDUM
-ItisanInternalWi t
tencommuni cati
ondifferent
lypresentedfromalett
er
- There are var i
ous uses done by t hi
s documents uch as provi
ding
i
nformation,r emindi
ng the audience,informing on decis
ions,act
ions
,
request
ingf ordecisi
ons,
actionsandmanyot herthings
.

(
d)NEWSLETTER
- Thisabul l
eti
niss ued per
iodi
call
yt o member sofas oci
etyorother
organi
z at
ion (pr
inted report
)cont ai
ning news(i nformat
ion )ofthe
acti
vit
iesofabus inessororgani
zati
ons enttoi
tsaudiencee.
g.st
aff

(e)BROCHURE
- Thi
sisaninfor
mativepaperdocumentthatcanbef
oldedi
ntoapamphlet
orleafl
etforadvert
isi
ngonvar i
ousservi
ces,s
uchasbanki
ngfaci
l
iti
es,
educati
on,commoditi
es.

(
f)FAX
- Thisdevicei sals
oknownasFacs i
mil
eorTel ecopyingorTelefax
-Itist het elephonict r
ansmiss
ionofs cannedpr intedmat eri
al(botht ext
andi mages ),normallytoatelephonenumberconnect edtoapr i
nteror
outputdevi ce.
- Theor i
ginaldocumenti sscannedwithaf axmachi ne(tel
ecopier)whi ch
processest hecont ents(t
extorimages )asa s i
nglefixedgraphicimage,
converti
ngi ti
ntoaBi tmapandt hent r
ansmi t
ti
ngt hr
oughthet elephone
systemint hef orm ofaudi
o-fr
equencyt ones.
- The r
eceivi
ng faxmachinei nt
erpretsthe tonesand reconst
ruct
sthe
i
mage, pri
nti
ngapapercopy.
- Thi
sisafasterwayofsendingdocument sandimagesandischeaper
.
- Thi
smet hodreli
esonunfault
ydevicesaswellaspowersupply
- Ther
eisneedf orai
rt
imes i
ncetel
ephones yst
emi sus
ed.

(g)MINUTES
- Theyarewr i
ttenaccountofwhatt rans
pir
edatameet i
ng.
- Theyaretheact ualr
ecordofpr oceedingsandr esoluti
onsofameet ing
- Theyarebriefandpos i
ti
ve–notbi ased
(h)NOTICE
- AWr it
tenorpr i
ntedinf
ormationf ortheaudiencecons umption.
-Itpr esentsmes sagesonvar iousact ivi
ti
esofl i
fe,s uchasacademi cs
,
entert
ainment,rel
igi
ous,bus
ines sdealsandhealths ervices
.
- Anot i
ceboar disusedtocarrynot iceswhichar edisplayedatconveni
ent
pl
aces .

(i)REPORTS
- Thesear ewellstudi
edandanalyzeddataf ortheri
ghtdeci si
onmaki ng
andt heri
ghtact
iontaki
ng
- Theyar epres
entedindi
ffer
entfor
mslike,or
al(
verbal
),vi
sualandwri
tten
- Theymi ghtbeinaf orm ofaForm des i
gne.g.schoolreport,orl
etter,
essayormemor andum andschemati
cf ormats

(
j)TELEPHONE
 Toconductaconver sat i
onwhent heyar efaraparttobehear ddir
ectl
y
 I
saTel ecommuni cationsdevi cet hatper mitstwoormor eus ers
 I
tconver tss oundt ypicall
yandmos tef fici
entl
yt hehumanvoi ceinto
el
ectronic s ignalss uit
able f or t ransmi ss
ion via cabl es or ot her
tr
ans missi
on medi a over l ong di stances and r eplays s uch si
gnals
si
mul t
aneous lyinanaudi bl
ef ormt oitsus ers(dupl
excommuni cat
ion)
.
 Thewor dTel ephoneor igi
nat esf rom Gr eekasTELEmeani ngfarwhile
PHONEi svoi ce,theref oretoget hermeani ngDI STANTVOI CE
 I
thases sentialelement swhi char eMi crophone( Transmitt
er)
 Hereones peaksi nt
oandEar phone( Receiver)
 Thi
soner eproducest hevoicei nadi stantlocati
on
 Mos tTelephonescont ai
nRi ngerwhi chpr oducess oundtoannouncean
 i
ncomi ngcal landaDi alusedtoenteratelephonenumberwheni niti
ating
acal l
t oanot hertelephone
 ATr ans mi t
terconver t sthesoundwavest oelect
ronicsi
gnal
swhi char e
sentt hrought het elephonenet worktothereceivi
ngphone
 Ar eceivingphoneconver t
sthesignal
sintoaudiblesoundinther eceiver
ors omet imesknownast heLOUDSPEAKER
 Landlinet elephonesar econnect edbyapai rofwi restothetelephone
networ kwhi lemobi l
eoness uchascel l
ul
arphonesar epor tableand
communi catewitht het el
ephonenetwor kbyradiotr
ansmissi
on

(k)
PRESENTATIONSandSPEECHES
- Awayofconveyingmes sagest
otheaudi
enceoral
ly
- Coversmanypeopleatonce
- Needs effi
cient planni
ng, pur
pose ident
if
icati
on and per
sonal
communicat
ionski
ll
s

(i
)MEETI NGS
- Theyar es ocialorbus inessgat heringsoft wo ormor e peopl ef or
reachingadeci siont hroughdi scuss i
on
- Meet i
ngsar ebr okendowni nmanyt ypess uchasAD- HOC Meet i
ng,
FORMALMeet ing,I nfor malMeet i
ng,Pr i
vateMeet ing,AnnualGener al
Meet i
ng, Ful
l StaffMeet ing,TeamMeet ing,Commi t
teeMeet ing
- Are ver yus efulf orex change ofvi ewsoropi ni
onsand gener ating
soluti
ons ,t
omakepol i
ci es,t
omakepl ans ,tos tartanewgr oup, t
onot i
fy
thevisionandmi s
s i
onorobj ectiveofacompany,t oallow par t
icipant s
toknoweachot herbet ter
- There ar et hree mai n par ti
cipantsi n meet i
ng commonl y known as
Chairper s
on ( set sobj ect i
vesoft he meet ing,pr ovidesagendasf or
discussion,cont rolst hewhol emeet i
ng) ,
Secr etary(prepar esthevenue,
respons i
blef orcor r
es pondencesofmeet ingsandt akemi nutesoft he
meet i
ng)andI nvitees (
s uggestings omei t
emsf ordi scussion,participate
i
nt hemeet i
ng, attendi ngt hemeet ing)

(
m) CONFERENCE
I
tisameet ing oran eventoftwo ormore pers
onsfordis
cussing
mat
ters
(topi
cs)ofcommonconcer
noftenl
ast
ingafewdaysandther
ean
 i
nter
changeofvi
ews
.

SOMEEXAMPLESOFCONFERENCES

(
i) AnnualGener alMeet ing-t hi sas har ehol der s’meet ingwher et heyar e
given an oppor tuni tyt o addr esst he boar d ofdi rectorst o on an
organization’ sannual pr ogres sandnewboar dofdi rect orscanel ect ed
(
ii
) Conclave- mos t l
yas soci atedwi ththeel ect ionofanewpope,however ,
aConcl avei sal so a‘ Clos ed Door ’meet ing bet weeni ndi vidual sof
powerandi nf luence
(
ii
i)Congr es s-isnotj us tar eferencet ot hel egi s l
ati
vebr anchofAmer i
can
Gover nmentbutr atherr egul arlys chedul ed meet ings t hati nvol ve
debate, deci s i
onmaki ngandvot i
ng
(i
v) Boar dMeet ings -ar egener al
lyhel daf ewt i
mesayearandi nvol ve
the gat her i
ng ofacompany’ sboar d ofdi r
ect orsordeci si
on
maker s,t odi scus spr ogr essoft heor gani zationandupcomi ng
plansorpr oject s
(v) Wor ks hop- this par ti
cul ar meet ing i s educat ionali n nat ur e,
provi di ngas mal lgr oupofpeopl ewi thani ntens ivedi scus sionon
techni quesands kill
st hatar epar ticulart oani ndus tr
y
Thi si sgener all
yameet i
ngofs peci ali
s t
si napar ticularf ield
whoar e
t hengi venachancet oint er actanddi s cus slearning’ s
(vi
) Cons umer s hows -ther e ar e var ious names f or thiss or t of
Conf er ences i ncl uding a ‘ Tr ades how’ ,’ Gat eshow’ ,’ Expo’ ,
Ex hibition’
 Thes es howsar eopent ot hepubl i
catacos tandf eat urea
rangeofpr oduct sands er vicesofapar ti
cul arf i
eldori ndus try
suchasar tsandcr afts,indus t
rial oragr i
cultur alproduct sand
canr angei ns i
z eandqual ity
(vi
i) Convent i
on- of tenhel dar oundt hes amet i
meeachyearandal so
tendt o
feat urepr oduct sandkeynot es peaker swi thinapar t
icul arfieldof
i
nt eres t
, usual l
ypr ofes sional orf airrel ated
 Theycanr unf oraf ewdaysandal sot endt ohaveanent rance
fee
(vi
ii
)Conf er ence- i
squi teanover ar chi ngt er mt hati sus edt or efert oa
 meet i
nghel df oradi scus si
onpur pos es
 At radi ti
onalConf erencewi l
lus uall
yi nvolvet hegat heringof
member s oft he s ame bus ines s orf iel
d ofex perti
se wi t
ha
present ati
on or pr es entations ,f oll
owed by ques ti
ons and
discus sion
 Theycant akepl aceoveradayoraf ewdaysandt endt ohave
anobj ect i
veout comeoncompl etion
(i
x ) Pr essconf er ence- can be cal led byanynews maker ,gener all
y
poli
ticians ,
Spor tsor gani zers,bus iness menandl aw enf orcer sasawayt o
provide t he medi a wi th clear ,conci sei nformat i
on aswel las
providi nganoppor tuni t
yf ort hemedi at othef i
eldwi thr elevant
ques tions
(x) Br eakSes sion- f
ormi ngapar tofaConf erenceandt hes es essions
canbe meet ings ,wor kshops ,s emi narsorpr es entati
ons ,thatar e
designedf ors mal l
ergr oupsatt hel argerConf erence
-Thi ss er vest o engage wi t
h onl yt hos ei nterested i n quite
specifictopi cs
(xi
) Gal as -areus uallyver ygl amor ousaf fair
st hatincludeal ar ge-scale
dinner
partywi t
hent ertainmentandawar ds
-Thedr es scodei sf or mal andt heyar eof tenhel dint heeveni ng
ata
fancyvenue
(
x i
i
)Semi nar s-ar es i
milart oWor kshopsbutwi thles sinteract i
onand
i
ndi vi
dual
parti
ci pation
-Her eagr oupofpeopl ewi l
lbei nvitedt ol i
stent oex per t
st o
discuss
quitedef initivetopi csasawayt oeducat etheat tendees

CHALLENGESTOORGANI SECONFERENCES
 Fi
ndi
ngt her i
ghtvenue
 Deci
dingonat heme
 Pl
anni
ngwhatt echnologytouse
 Choosingt her i
ghts peaker
s
 Del
egat es( audience)engagement
(ens
uri
ngt
hatdel
egat
ess
tay
 focus
edt hr oughoutt heeventandcontinuetopayattent
ioncan
bediffi
cultes peciall
yoverit’
smulti
pledaysandincl
udess ever
al
l
ongs essionsoft alksorworkshops)
 Food-gloriousone
 Understandingwhatyourdel egat
eswant

(
n)BARRI
ERSTOCOMMUNI
CATI
ON

Thesearet hi
ngsthatpreventsomeonef r
om receivi
ngandunder s t
anding
themes sagesothersusetoconveyt hei
rinfor
mat i
on,i
deasandt hought s
.
Barri
ersmightalsobes tat
edasthingsthatpreventorhindersorcont rol
s
progressormovementofs omet hi
ng e.g.wall,rai
l
,f ence,language,
envir
onment .Barr
iercanbevi ewedasanobs t
acleorinterfer
enceora
blockthatdoesnotall
owf reepass
ageofi nfor
mat i
onincommuni cati
on.

NOTE-these barr
ier
s mightbe rel
ated tothe Message orI nt
ernal
obst
aclessuch ast hought
sand feel
ingsorExter
nalhindrancesli
ke
phys
icalobj
ectsandpoorli
ghti
ng.

I
nternalbar
riersi
ncl
ude:fat
igue,dis
int
eres
t,poorli
steni
ng s
kil
l
s,pas
t
experi
encewithcl
i
ents
,homepr obl
emsorwor kpr
obl
ems

Externalbar
riersincl
ude:noi
se and other di
str
act
ions
,unpl
eas
ant
envir
onment,probl
emswitht
echnol
ogyorequi
pment

Message rel
ated bar
riersincl
ude:lengthyordisorgani
zed mes
sages
,
complexorambiguouslanguage,di
sregar
dforspeci
fi
cneeds

 Sincebar r
ierskeepthemes sagefr om gett
ingthrough,acommuni cat
or
should:
(i
)Moni tortheacti
onsofther eci
pientsbyobs er
vingtheirbodylanguage
andr esponse
(i
i)Checkthatthemes sagehasbeenr ecei
vedasitwasi ntendedthrough
ques t
ionsandr es
ponses

COMMONTYPESOFBARRI
ERS—t
hes
eincl
ude:
 us
eofj
argon
 emot ional (difficulttoex pres sone’ semot ions)barri
ersandt aboos
lackofat t ent i
onandi nt erest,distractions ,i
rr
elevancet ot hereceiver
 differ encesi nper cept ionandvi ewpoi nt
 phys i
cal dis abi l
iti
ess uchashear ingpr obl emsors peechdi ffi
culti
es
 wrongdel i
ver edmes sages
lackoff eedback
lackofi nt erper sonal skill
s(i
nadequat ecommuni cations kil
ls
)e.g.list
ening,
writing, readi ngands peaki ng
lackofcl ar i
f i
cat ion
 distor tion
 phys i
cal bar rierst ononver balcommuni cat i
on-notbei ngabl etos eethe( i
)
nonver bal cues ,(i
i)ges tures ,
(ii
i
)pos t
ur eandgener albodyl anguage
 noise- phys ical andbi ological
f aultyequi pment
 wrongt i
me, placeandaudi ence
ins uf ficientadj us tmentper i
od—r eceivernotgi venenought imet othink
aboutt hemes s age
r el
at ions hip
lackofpr opercommuni cations ytems
 pre- judgment
 atti
t udes
 differ encesofgender ,culture, s
tatus, age, educationalbackgr ound
lackofpr epar ation(bot hs enderandr ecei ver
)
t i
mez ones
s ervicei nt er rupt ion(techni cal)
WAYSOFOVERCOMI NGBARI ERSTOCOMMUNI CATI ON
inanoi seenvi ronment --moveawayt oaqui etpl ace,clos edoor s(s
eek
quiet nes s)
 definet hepur pos eofcommuni cation
 know whenandhow t ocommuni catei .
e.r i
ghtper son,r i
ghtpl ace,right
ti
me, rightway( wr i
tten, nonver balorver bal)
 under s tandi ngt her ecei ver(audience)
 knowl edge ofper sonalcommuni cat i
on s kil
l
s – wr i
ting,r eading and
speaki ng

(
o)TYPESOFAUDI
ENCE
 Anaudiencei
sali
stenerei
theronepersonoragroupofpeoplegather
ed
dur
ingameet i
ng,l
esson,present
ati
on,conver
sat
ion,pr
eachi
ng,speech,
di
scuss
ion.

Anaudienceisal
soanindi
vi
dualorgroupsofpeopl
epar t
ici
pat
ingi
nan
encount
er(i
nvol
vement
)indif
fer
entwaysandvar
iousevents

Examplesofaudienceincl
udeli
teratesandill
it
erates
,vi
ll
agers
,poorand
ri
ch,pri
vi
legedandunprivi
l
eged,yout handelderl
y,phys
ical
l
ychal
lenged,
malesandfemales,
executi
vesands ubject
s.

FACTORSTOCONSI DEROVERTHEAUDI ENCE

s tatus -
ri
ch,poor ,educat ed,uneducat ed,pr
ivil
eged,l
essprivi
leged,execut
ives and
ordinar yones
 creed( rel
igion)-Chr i
sti
anit
y, i
slam,pagans ,t
radit
ional r
eli
gion
 nat i
onality-Malawian, I
ndian
 culturalbackgr ound-Tonga, Chewa, Lomwe, Tumbuka, Ngoni
 per sonalpr esentabili
ty
 age-youngorol d
f requency-aquant ance
 alti
tudes /emot ions-f ri
endly,unf r
iendly,cal
mnes s
,violence,aggress
ive,
simpl e
r elati
ons hips-closeordi stant,exis
tingorunavailable,str
ongorweak
 phys icalappear ance-phys icall
ychallengedornot
 occupat i
on- empl oyed,s el
fempl oyed orunempl oyed,per manentor
tempor ary

KNOWI NGTHEAUDI ENCE

t hosetoformt heaudiencee.g.vi
ll
agers,
yout h,executi
ves
t hesizeoftheaudiencee.g.smallorl
arge
 knowledgeandawar enessaboutthesubject(
mes sage)tobedeli
ver
ed
r esponseorfeedbackt othemes sage
 expectati
onsfrom thepresenter
 considerthetone,styl
e,speedandvocabul ar
yt obef ol
l
owed
 putyour s
elfi
nt hes hoesoftheaudiencei .
e.feelthewayt heywould(
be
theaudienceyourself)
 WHYKNOWI NG THEAUDI ENCE—i nordertoachievet
hepurpos
eofthe
communicati
on
NOTE-i
nor dert
oachievethis,thesenderhastoknowthePURPOSEand
NEEDSoftheaudiencethoroughlyandearl
yenough

OUTCOME2.
PERFORMI
NGSPOKENCOMMUNI
CATI
ON

COMMUNICATI
ONMEDIA
ORALCOMMUNICATI
ON

FACE- TO-FACECOMMUNI CATION

Face –to-Face Communi cat
ion –iti sthe communi cat i
on when t he
communi catortr
ansmitsthemes sagei npersont other ecei ververball
y
andevennonver bal
l
y(whent hes enderisablet ofacetheaudi encejust
astheaudiencedoeswi ththes enderinanOr alandNonver balways).
-I
nt hi
scommuni cati
onpr ocess,thereisanex changeofr olesasf oll
ows :
i
. SenderbecomesRecei ver–whenf eedbacki sgivenandr eceived
i
i
. Recei verbecomesSender–t hemes sagereceivedcausest hereceiverto
makeaf eedbackhences endsbackames sage

Face–to-Facecanei t
herbeinaver balf
orm andanonver
bal
mannere.
g.
whenoneus esahandwavet odismissaclas
sandaneyecontactt
ocal
m
achil
d;student
sarrangingbooksonades kinanupwardanddownwar
d
wayinordertoinf
ormt heteacherthatt
heyar et
ir
ed

Mor e exampl es on t
ypes of Face To Face
Communi cat i
onlesons,
speech/tal
k,conversati
on/discuss i
ons,bri
efings,
co
nfer ences,wor kshops,st
age-act
ing,clas
sroom l ectures,publ i
cl ectures,
team meet i
ngs ,sal
esmeet i
ngswithpr ospectsandcus tomer s,industr
y
trade s hows wi th coll
eagues and compet i
tors,s ocialact i
viti
es wi t
h
colleaguess uchasl unchesorteam- buil
dingactivi
tiesandi nanonver bal
mannere. g.whenoneus esahand wavet o dismi s
sacl as sand eye
cont acttocal m achi l
d;studentsarrangingbooksonades kinanupwar d
anddownwar dwayi nordertoinf
or mthet eacherthattheyar etir
ed.

Thought
hes
etypesar
ecommonl
yus
eds
til
ltheyhavebot
hpos
iti
veand
negat
ives
idess
uchas
:

(a)Conver sati
on–canoccurbet weenoramongpeopl emos tl
ymet
bychanceons ocialorbus inesspurposes
Herear es omeoft headvant agesofaConver sati
on-theyar eusuall
y
unpl
annedencount ers,thereforetheyarecheapt ohold;t heyaregood
si
nce s peed i sobs erved,s i
nce notmany i temsar e discussed;time
wastagei sr educeds incef ormalprocedur
esarenotf oll
owedasoppos ed
toFull
St affMeet ings
Thebads ideofs uchmeet ingsmi ghtbe-l
ackoft i
mef ordiscussi
ons;l
ack
ofprepar ati
ons ;lackofpr i
vacy;lackofcontrolanditmayoccuratwr ong
ti
mesf orins tanceatTeaBr eak;Lunch;ChurchSermons ;
Funer al
s.

(b)Br
iefi
ngs–thes
ear eshor
tmeet
ingshel
dons
peci
fi
ctopi
cst
othe
s
elected/chosenaudi
ence.

Advantages -takeplaceats tartofas hi

ftorworkingday;instr
ucti
onsto
workforceont asksort ar
get saregiven;
ordi
nall
yinf or
mat i
oncanal sobepas s
edt oaudiencee.g.i
llnesset
c;can
occurbet weens taf
fofs amer ankordi ff
erentrank;audiencehasan
opportuni
t ytoaskques ti
ons
Badside-cancons umemor et i
meifissuesarenotclear
;tempersmayr i
se
upifami sunderstandinggooutofcont r
ol

(c)I
ntervi
ews-an int
ervi
ew is meet ing ordi s
cus s
ion between or
amongpeopl eandi tisusedtos electthebestcandi dateforas peci
fi
c
posi
tionorpurpose;isusedtosourceinformati
on
Stagesandt ypesofques t
ions-hasthreestages:Before,Duri
ng and
Endi
ngwi thtwomai ntypesofquestions
: Cl
osedandOpen

(d)Meet ings-t hi
sisaSocialorBus i
nessgatheri
ngwhi char
eus eful
for:ex change of vi ews or opini
ons ;gener ati
ng s oluti
ons
/ s
olving
problems ;par t
icipantshave agr eatopportuni
tyt o know each ot her
better;announcenew pr oj
ects;bi
df arewel
ltoformerbos sesStagesof
meet i
ngsar e:Befor e,
Duri
ngandAf t
er
(e)PresentationsandSpeeches–t heconveyi
ngofs pecifi
cmes sages
toan
 audienceoral
l
yandaccompani
edbyunspokenword.
- meetingscovermanypeopl easagr oupatonceBUTneedplanni
ng,
purposei dent
if
icat
ionandper
sonalcommunicat
ions
kil
lsi
nor
dertobe
successful

PRI
NCI PLESOFEFFECTI VEFACETOFACECOMMUNI CATION
(a)atl eastt woi ndivi
duals(
senderandr eceiver
)s houl
dbephys i
call
y
andment all
ypr esentatapl aceofcommuni cation
(b)t heres houl
d be pr operEncoding wi t
h mos tappr opri
ate and
pl
easingwor dsbys ender
(c)thereshoul dbepr operDecodingbyther ecei
veraf t
errecei
vingthe
message
(d)thereshoul dbes ome(parti
al/
ful
l
)res
pons eorfeedback
-si
nceiti sdir
ect ,greatcareshouldbet akenint hesel
ecti
onoft he
wordswhi chs houldbeappr opri
ateandpoli
te

CHARACTERI
STI
CSOFFACETOFACECOMMUNI
CATI
ON

Remembert hatt hisisani nf or mal or alcommuni cationt echniqueandhas

someuni quechar act eristicst hatar enotf oundi not hercommuni cation
met hodswhi chi ncl udet hef ollowing:
(a)Informal -undert hi
smet hodt hes enderandt herecei verex change
mes s
agef reelyandopenl y–nof or mal iti
esaremai ntai
nedher e
(b) Mut ualRel at i
on- the communi cati
on depends on t he mut ual
rel
at i
onshi p bet ween t he s enderand t he r eceiveroft he mes s age-
nobodycani nterf ereins ucht ypeofcommuni cati
on
(c)No cos tofcommuni cation- does notr equi r
e any i nstrument al
arrangement
(d)Wi delyus ed- mos t
lycommuni cat i
ont akespl acei nt hefor m off ace
tof aceconver sation
- Duet oit
si ncoher entnat ur e,itiswi del yusedi never ys pher eofl i
fe
(e)Wor dofmout hef f
ect -i
tpr oduceshugewor dofmout h
-ithelpst os pr eadt henegat iveandpos itivenewsaboutanyt hingof
themes sage
(f)Nol egalbas e-hasnoanyl egalaccept abil
ityasi tnotwr i
tten-i s
almos tli
kei nvisi
bl ecommuni cati
on
(g)Spr eadofr umour -hel pst os pr eadr umourt hatmaycr eat enegat i
ve
 i
mageoft heorganisat
ion
(
h) Effect of f aci
alex pression-
boths ender and receiver f
acial
express
ion has i mmens e ef fect of the enti
re communi cat
ion or
conversati
onpr ocess
(
i)I
nstantfeedback-itproducesinst
antandquickfeedback
(
j)Str
aightcommuni cati
on-itisverymuchdi rectorstrai
ght–parti
es
i
nvolvedex changemes sagedirectwithoutus
inganymedia

NONVERBALCOMMUNI CATION
Nonver
bal communicati
on isthe unspoken word and can wor
k
i
ndependent
lyori
nconjunct
ionwi
thVer
balMessagest
oclar
if
ymeani
ng.

ASPECTSOFNONVERBALCOMMUNI CATION
1.BodyLanguage( Kinesi
cs)
2.Clothi
ngandar tifacts
3.Voice(paral
anguage)
4.Spaceanddi st
ance( pr
oxemicsandenvir
onment
alf
act
ors
)
5.Colours(meaningsandas sociat
ions)
6.Ti
me( Communi cativeVal
ueofchr onemi
cs)
7.Touch(hapti
cs)

Thetypesofmes sagesthatf
allwi
thi
nthes
ecategor
iesdonotoccuri
n
i
solat
ion; they inter
act,sometimes suppor
ti
ng and s ometi
mes
contr
adict
ingoneanother.

BODYLANGUAGE:
KINESI
CS

KINESICS
–Bodymot i
onorbodyl anguage
-Iti ncludes(i)faci
alexpres si
on (f
acialexpres
sion i
ncl
udeseyebr
ows,
foreheads,eyeandmout h)iipost
ureandiii
.gest
ures
- Exampl es of Ki
nesics i
nclude hand movement s
,a s ur
pri
sed s
tar
e,
droopingshoulders
,aknowi ngsmileandatil
tofthehead.

(i
).FACIALEXPRESSIONS-Mai nchannelforcommuni cat
ing ourown
emotionsandforanal
ysi
ngthef
eel
ingsands
enti
ment sofother
s.
- The face i
sr eli
ed on torei
nfor
ce orcontradictwhati s bei
ng
 communi cat
edt hroughdial
ogue
-Thefacesbr oadcasti
nnerfeel
i
ngsandemot ions.
-Theabili
tytoreads omeone’sf
aceincreas
eswhenyouknowthepers
on,
underst
andt hecont extoftheint
eracti
onandar eabl
etocompar
eand
contr
asttheper son’sf
acial
express
ionswithother
syouhaves
eenorher
make.

(
a)Eyebr
ows -i ndicat
es ur
prise,fear(
rais
edeyebrows),tens
ion,worry,
deepthought(f
urrowedbrow)
(
b)FOREHEAD–i ndicat
esnervousnes
sorgreatef
for
t(sweati
ngforehead)

(
c)EYES–( i)downwar dgl
ances ugges tmodesty
(
ii
)Stari
ngs ugges t
scoldness
(
iv)Excess
iveblinkingsuggest
snervous
nessandins
ecurit
y
(v)Dil
atedeyess howbeingi nterest
edwhilecontr
acti
onofeyesindi
cates
disl
i
ke.

(
d)Mouth
- Lackofsmileindicatesunfri
endl
iness,uni
nter
estedorbor
edom.
- Smil
epresentsfriendli
ness,i
nter
est
- Smil
esuggestss eekingapprovalfr
oms omeone
- Womens milefrequent l
ythanmen
- Woment endtos mil
eevenwhengi vennegati
vemessages
.

(
i) POSTURE
- Thewaywehol dour s
elveswhens it
ti
ngors t
andi ng-var i
ouspos i
ti
ons
bodiesar eheld.
- Variouspos it
ionsourbodi esar ehel dcommuni catevar i
edmes sagesto
othersaround.
-( i
)Lower ingofheadss ugges tinferi
orr ol
eswhi ler ai
si
ngoft heheads
showss uper i
orrol
es.
- Stooped s houlder
scani ndicatet hats omeonei sheavi l
yburdened or
submi s
sivewhi l
eraiseds houlderss howt hatonei sunderagr eatdealof
str
es s.
- Leaningf orwardsugges tspos i
ti
veat tit
udesandl ikingofaneventwhi ch
i
st aki
ngpl acee.g.gossi
pdi scussion
(
ii
) GESTURES
- Themovement sofonesar ms,legshandsandfeetforinst
ancecros
sing
armsinfr
ontofoneself,putt
inghandsonone’shi
ps,dangli
ngofhandsin
rel
axedmanner
- Cult
ureaffect
smeani ngsofges tur
essincedif
fer
entgr oupsofpeople
i
nterpr
etthemdiff
erently.

2.CLOTHI NGANDARTI FACTS

-Itconcer nspeopl e’
sages ,social andeconomi cs tat us ,educat i
onal l
evel
,
group member ship,at hleti
c abi lity,per s onalit
y,r elations hips t hrough
dres si
ngandar tfactualcommuni cat ion–( us eofcl ot hes ,jewel r
y,make
up, hairs t
yles, bear ds)
-Dif f
er entor gani sati
onshavedi ff
er entdes ignsincl ot hings /dres si
ng
-React i
ont opeopl edependsont hedr ess
ingandappear ance.
3.VOI CE( PARALANGUAGE) -element sofs peechwhi char enots tandard
wor ds ,e.g.mmh, sh,huh.
-vocal cuesaccompanyi ngs pokenl anguagear ecal ledpar alanguages uch
aspi tch,volume, rateandpaus es .
-(i
)pitch=t hehi ghnes sorl ownes soft hevoice.
=higherpi tchesar eforf emal evoicesandl oweronesar eformal e
voices .
=lower -pitchedvoi cesar eas sociatedwi ths trengt h,s exinessand
mat urity whi le high- pitched voi ceswi th hel pl
es snes s,t ens enes sand
nervous nes s.
=pi t
chi svar iedaccor dingt ot hemoodofs omeone.
-(i
i
)vol ume=degr eeofl oudnes s
=itfrequent lyref l
ectsemot ionali
nt ens i
ty.
=loudpeopl ear eper ceivedbei ngaggr es sivewhi l
es oft-
s poken
onesar eunder stoodast imidorpol i
te.
-(i
i
i)rate=s peaki ngs peed.

4.SPACEandDI STANCE(PROXEMI CandENVIRONMENTALFACTORS

=proxemi
csist
heus eofspace.
=proxemi
csrefer
st othes pacethatexi
stsbetweenpeopl
easthey
talkand
rel
atetoeachotheraswel l
astheyorgani
sethespacear
oundt
hem
i
nt heir
 homes ,
officesandcommuni t
ies
.
=distance between people depends on t
he t
ype
ofencount er(
interact i
on)and
natureoft her elat
ionshi
p,suchas:
(i
)I
ntimateDi stance=0t o18inches
(i
i
)Per s
onal Distance=18inchesto4f eet
(i
i
i)Social
Di stance =4f eetto12feet
(i
v)PublicDist
ance=1 2feettoli
mitofsight.

5.
COLOURS( MEANI NGS and ASSOCI ATIONS) =colour affects people
emot i
onallyandphys iol
ogicall
y.
=redt endtoex ci
tet hener vouss ystem andcaus e bl ood
pressure,r
espir
at i
onrateandhear tbeati ncrease.
=blood pressure,res
pirati
on r ate and heartbeatdecr ease
andpeopl etendt obecal merduet ot odar kbluecolour.
=col
ourdoesper suade,suchasLaw Enf orcersinter
rogat esuspects
undergr eenl
ightbecaus etheyt al
kf r
eel
y.
=gr
eenhel pspeopl etoconf ess.

6.TIME( COMMUNI CATIVEVALUEOFCHRONEMI CS)

=chr onemi csisthes tudyoft i
meus e( how t imei sus edi norderto
communi cate).
=punct uali
tyi
sani mpor tantf actori nt imecommuni cat i
on.
=communi cati
on and r elat ions hip pr obl ems ar e cr eated due to
misunder standings,miscal
culat i
onsordi sagr eement sinvolvingtime.
=timeas si
sti
nt heall
ocat ionofact i
vi tiest oappr opriateus e.
7.TOUCH( HAPTICS)=hapt icsist hes t udyoft heus eoftouch.
=touchi sal
sodet er minedbycul tur e,e. g.amountorpar tofthe
bodyt ot ouch.
=womenar emor eacces siblet ot oucht hanar emen( mendot ouch
womenmos tthanwomendo) .
=touchcor r
espondswel l wi thopennes sofs omeone,comf or
twith
rel
ationshipsandt heabi l
i
tyt oex pr essf eel ings .
=touchcanal soreflects tat us,e.g.Hi ghPos i
ti
onedper soninit
iat
es
touchf i
rstthanofLowerOne.
=touchcont rolsi
nteract i
on
=holding ofhandsmi ghtbe as s umed t hats uch peopl e have
r
omant
icinter
es ti
noneanother.
=dif
ferentcul
tur
esvaluetouchdi
ff
erent
ly.

SYMBOLS
-i
ti ssomet hi
ng vi
si
blet hatbyas s
oci
ati
on orconventi
on represents
somethingelsethatisi
nvisibleegcross
edbonesonas urf
aceindicates
danger
-theyar
es hort
cutsofactual wordsi
nuse(t
heycanst
andf orreal
wor ds)

I
mportanceofs
ymbol s
-
theypassmessagesregardl
essoflanguageinuse
-
il
li
tr
atesal
sodoreceivemes sagestrans
mitt
edwit houtdi
ff
icul
ti
es
-
symbolsareaUniver
salLanguagesincecanbeinterpret
edbyall

THETELEPHONE
-bothFor maland I nformali eOf f
ici
alorBus inessaswel lasPer s onal
conversati
onsdot akeplacet hroughthephone
-usersofthi
sf aci l
i
tyar eencour agedt ofoll
owt het elephoneetiquette
-ETIQUETTE( prot ocol,goodmanner sordecor um) -thisisthecus t
omar y
codeofpol i
tebehavi ouri ns ociet
yoramongmember sofapar ticular
professi
onorgr oup
-somet el
ephoneet iquetteinclude:speakcl early;us eofnormalt oneof
voicewhenans wer i
ngacal l
;donotdr i
nkoreatwhi leyouar eat el
ephone
duty;donotus es l
angwor dsorpoorl anguage; addr essthecall
erproper ly
byhi sorhert it
leegGoodmor ni
ngMrChi l
olaorGoodaf ternoonMs
Chigumukire;li
s tent othecallerandwhatt heyhavet os ay;
bepat i
entand
helpful
;al
waysas kifyoucanputt hecal l
eronhol d;alwaysfocusont he
call
er

MAKI NG CALLS-(a)al
waysident
if
yyour s
elfproperl
yiewhencal l
inga
cl
ientorcust
omerwhet heri
npersonorwhenl eavi
ngames sage,pr
ovi
de
yourname,companyname and cont acttelephone number.
(b)avoi
d
l
eavinglongwindedmes s
age—keepitbr
iefandtothepoint

SKI
LLSFORTELEPHONEOPERATORS–t heseinclude:
a)effi
ciency-
telephonecal
lsneedtoatt
endedt oquicklyaspos
sibl
e
b)fr
iendlyatt
itude-cal
l
ersexpectt
obeas s
istedinafriendl
ymanner
 c)l
anguagecompet ency-operatorsbecompet entenoughinlanguage
usedbyt heor ganisati
on
d)notet aking and wr i
ti
ng mes sages-operatorsmus thaves ui
table
ski
ll
sinnot etakingandbeabl et ocompos egoodmes sages
e)far
mili
ar i
tywi t
ht elephone-oper atorsbeabl etounderst
andhow
thegadgetwor ksandal s
ot ooperatethef acil
it
ywitheasy
f)maturi
t y-operatorsshouldknow t hatsomei nformati
oniss ensi
tive
and conf i
denti
aland t herefore mus tr elay i
tt o the owner
confi
dent ial
l
y.

DIFFERENTTYPESOFAUDI ENCE-examplesofaudienceincl
udel i
ter
ates
andi l
l
iter
ates
,vil
l
ager
s,poorandr i
ch,pri
vi
legedandunpr i
vil
eged,youth
and elderl
y,physi
cal
l
ychallenged,malesand females
,ex ecuti
vesand
subjects

OUTCOME3.
PRODUCI
NGWRI
TTENDOCUMENTS

(
i)
LETTER-
thi
sisawr i
tt
enmessage,pr
int
edorhandwri
tt
enthati
ssentto
s
omeonebyot hert
hroughpos
tormailorins
omeotherwayli
kebyhand.

TYPESOFLETTERS
(a)For mal/Official/Bus i
nessletter-
itiswr itt
enaccor dingt of ormalr ul
es
and r egulati
ons ofan or ganisati
on ( no s hor t
cuts butmai ntains the
standardsandt radi t
ionsi eadherestot hef ormal i
tiesoft heof fi
ce)
Some ex amplesoff or
mall ettersinclude:s alesl ett
er ;circularl et
ter;
i
nqui r
yl etter
;coverl etter;coll
ecti
onl et t
er;of ferlet t
er ;j
obappl icati
on
l
et t
er;compl aintl etter;confirmati
onlet ter;orderl etter;paymentr eques t
l
et t
er;r ecommendat i
on/r eferencel etter;st andar dl ett
er;r esi
gnat i
on
l
et t
er;apologyl et ter;appreciati
onletter,acknowl edgementl etter

(b)I
nformal/Pers
onal /Fri
endlyletter-
itisal et
tert hatdoesnotf ol
low
formalr ul
esandr egulationsatal lti
mesBUTt akesons hor
tcutsand
containspersonalinformat i
on
-
itiswr i
ttent orelati
vesandf ri
endsf orex changeofnewsor
feel
ingsortos eekf avours
-
thebas i
sofwr i
ti
ngper sonall
etterispersonalrel
ati
onshi
ps
DIFFERENCES BETWEEN OFFI CIAL AND PERSONAL LETTERS- t hese
diff
erencesappeari naddr esses
;ref
erences;addedcont actdetail
ss uch
as emai laddres ses ,phone number s,compl imentary close – Your s
fai
thful
lyf oran Of fi
ciallet
terbutYour sf r
iend foraPer sonall etter;
cir
culati
on copies (carbon copies)tor eci
pients;s al
utati
ons(nature of
addressi
ngr eci
pient s);
tit
leandmes s
ages ;l
etter
head–onl yf oranof fi
cial
l
etter;onlyoffi
ciallettersmightuseeitherful
lyblockedors emi-blocked
addresss.

SIMI
LARITIESBETWEENOFFI CIALANDPERSONALLETTERS- mainl
yappear
i
n dat es
;cont ent( t
hrough par
agr
aphs);
sal
utati
on (bot
hl ett
ercarry
thi
s);
compl i
mentary cl
ose(i
n bot
hlettersthisis done butdi f
ferin
wording);
signat
uresandnamesareusedinbothlet
ter
s

MAIN FEATURES FOUND ON LETTERS – forexample address;date;

sal
utati
on;ti
tl
e–i nf
ormall
ett
ers;compli
mentaryclose;encl
osures
-in
f
ormall et
ter
s;car
boncopi
es–i nformall
etter
s;ref
erences–inf ormal
l
etters

LAYOUTOFADDRESSES–t her earet wowayshow addr essesmi ghtbe

l
aiddownbutinabus ines
slet teronlyandt hesear e:(a)Full
yBl ocked–
wheretheaddr
es softhesenderandr eceiverappearatt hel
ef thands i
de,
oneont opoftheot heri.
e.s ender’sf i
rstandr eceiver
’sbelow (b)Semi -
Bl
ocked–addressesarebot hs catteredins uchawayt hatthes ender ’
sis
ontoptotherighthands i
debutt her eceiver’sbelowt hesender ’
satt he
l
efthandsi
de

(
a)-
FULLYBLOCKEDADDRESSFORMAT

LusolathukutaWorkshop
Walemer aStreet
P.OBox 1
Li
wal adzi
Nkhot akota
Malawi
Cell
:+2659991 1
1321
Email address:
l
uso@gmail.
com
25Augus
t2020

TheChiefExecuti
veOf f
icer
NgongolesaonankhopeCompany
Kaphat
engaAvenue
P.OBox711
Sal
ima
Malawi

(
b)-
SEMI
-BLOCKEDADDRESSFORMAT

LusolathukutaWorkshop
P.OBox1
Waler meraStreet
Li
wal adzi
Nkhot akota
Malawi
Cell
:+2659991 1
1321
Email address:
l
uso@gmail.
com

25Augus
t2020

TheChiefExecuti
veOf f
icer
NgongolesaonankhopeCompany
P.OBox711
Kaphat
engaAvenue
Sal
ima
Malawi

CATEGORI
ESOFBUSI
NESSLETTER

(a)Acknowledgementlett
er-i
tissenttoacknowl edgerecei
ptofit
emsor
i
nquiri
esfroms omeoneorgr ouporor ganis
ati
on
-t his communicati
on is addressed to a per s
on orgr oup or
organis
ationforrecogni
ti
onofaut hori
ty,exi
stence,ri
ghtorval
idi
tyandis
donebypos ti
nanenvelope
 (b)Apol ogyl etter -isgener allywr i
tt ent os ays orryors impl yawayofof
expr es sing r egr ett owar dsa pas tact i
on oroccur rence wi ths incere
object ivet or ect i
fyt hem
-i tr eflect sourhones tyands i
ncer it yast heyar eus edt oconvey
thatyouacceptt her es pons ibi l
it
yf ort hemi stakes
(c)Appr eciat ionl et ter–i swr itt
enbys eni orl evel stafft olowerl evel staff
toconveygr at itudef ors omeappr eci abl et hingt heyhavedoneandt o
mot ivat ej uni ors taff
-t hes ear ewar m andpos itivel et ter sofgoodwi llthankings omeone
forhi sorher f avour s,kindnes soract ivitiest hatdes erveappr eci ati
on
(d)Ci rcul arl et ter- i
ss entacl osedgr oupofpeopl ewi tht hei nt entionof
beingwi del yci rcul at ed
- compani esgener all
y us e ci rcul arl et t
er st o of ferpr oduct sand
servicesf ors ale,conveyi nf or mat ionaboutnewf aci l
iti
esornot ifyabout
somedevel opmentwi thint heor gani s ationwhi chr eacht ot hepot ent i
al
cus t
omerasass ervesasi mpor t
antt ool ofadver ti
sement s
(e)Compl aintl et ter -isaver ys peci f i
candobj ectivet ypeofl et terwhi ch
i
s gener all
y wr i
tten t o dealwi t
h a pr oblem s ituation when ot her
attempt s (phonecont act s,emai ls)havef ailedt or ect ifyt hes i
t uat i
on- and
requi r
espr omptr es pons e
(
f)Conf irmat ion l etter -i sa f or mall ett ert hatf ollowst ot he ver bal
agreementmadebet weent wopar t i
est oens ur et hatt hepar ti
esi nt he
conver sat ionhaveawr it
tens tatementofwhatwasagr eed
-ithel pst oavoi dt hemi sunder s tandi ngst hatmayar i
sel at er
-emai lsar epopul arl
yus edt ot r ans mi tconf i
rmat ionlet ter s
(
g)Coverl et ter-i ss ubmi tted wi thaj ob appl i
cat ion ex pl aining t he
applicant ’scr edent ialsandi nt eres tint heopenpos ition
-theyar ebr iefmes s agesex plai ningwhathasbeenat tachedor
enclos edwi tht hemai l
(
h)Inqui ryl etter -i swr itten t oi ndi vidual sorcompani est or eques t
i
nfor mat ionandoras cer tai
ni tsaut hent icityr egar dings uchast hes upply
ofpar t i
cul argoodsors ervices
-t heybr ieflyandcl ear lys tatet hedet ailsf r
om as ervices eeker ’sor
buyer ’sper spect ive
(
i)Or derl et er-wr ittenwhent hecompanyor dersgoodsors ervicest o
buyf romanot hercompany
-indi vidual smayal sowr i
teor derl et teri ftheyar epl aci nganor der
tobuys omet hi ngf romt hef i
rm
(j
)Paymentr eques tl et ter-wr i
t t
enbyanor ganis ati
ont othecus tomer s
whohavepaymentpas tduedat et or emi ndt hem t hattheyshoul dpayt he
duesbycer t
ains peci ficdat e
(k)Recommendat ionl et ter-wr it
tent orecommends omeonef oraj obor
pos iti
onoranoppor tuni t y
-thisl et teri sal so cal l
ed Ref erence Let teri n which the wr i
ter
asses sest hequal it
ies ,char act eristi
csandcapabi l
iti
esoft heper sonbei ng
recommendedi nt er msoft hati ndi vi
dual ’
sabi li
tyt operform apar ti
cular
task
(l
)Salesl etter -i sadi rector derl etterwhi chi sgener all
ywr i
t t
ent o
per suadet her eadert opur chas eapar t
icularpr oductors ervicei nthe
abs enceofas ales man
-itcanbel ongert hanapagebecaus eiti ncl
udesdet ail
sabout
certainpr oduct sors er vices
-toi nfluenceandwi ncus tomer s,as alesletteriswr i
ttenf rom the
audi enceper spect ive
(m) Standar dl et t
er -wr it
tenbyanor ganis ati
onorcompanyt omany
cor respondent s
-manybus i
nes sl ettersi nvolves imil
arf ormat sands ubjectmat ters
cover ingvar iousr out ineofbus ines sact i
viti
es
-foref f i
ci encyandt os avet imemanycompani eshavedevel oped
standar dl etterwhi chcanbedevel opedf rompr e-exist
ingformat
(n)Res i
gnat ion l et ter -s hor testf ormalt ype of l ett
er gener all
yi f
someonei squi ttingaj obori ntendt oleaveapos i
tioncurrentlyhelds uch
asanof fice,empl oymentorcommi s s
ion
-i
tiss i
mpl e, clearandi ncl udest hedat ewhenonei sleaving

SAMPLEOFALETTER

LusolathukutaWorkshop
Walemer aStreet
P.OBox1
Li
wal adzi
Nkhot akota
Malawi
Cell
:+2659991 1
1321
Emai
laddr
ess
:l
uso@gmai
l
.com

25Augus
t2020

TheChiefExecuti
veOf f
icer
NgongolesaonankhopeCompany
P.OBox711
Kaphat
enga
Sal
ima
Malawi

DearSi
r

APPLI
CATI
ONFORALOAN

Iwritetoreques
tyouror gani
sati
ontogi vemealoanofMK30mi ll
i
onin
ordert oopenaFabricationandWel dingWorkshopatChiawher ethe
catchmentareaiswi
det oprovidetherequir
edser
vicesi
nfabr
icat
ionand
welding.

The marketsurveyhasbeen done and completed succes

sfull
y.
Once
ass
ist
ed withthisloan,
equipmentpurchar
se and al
sor ecr
uitmentof
workshopass
ist
antswouldtakepl
acesoonest.

I
promi
set
orepayt
hel
oanbas
ingont
hecompany’
slai
ddowncondi
ti
ons
.

Thankyou.

Your
sfai
thf
ull
y

Facemas
kQuar
ant
ineSani
ti
serTi
nal
i
kunyumba

(
ii
)MEMORANDUM –t hi
sisthemos tcommonl yused for
m ofInter
nal
Writt
enCommunicati
onf r
om onepersont
oanot her
,fr
om agrouptoan
i
ndivi
dual
,ani
ndi
vidualt
oanorgani
sati
onwithi
nthesameorgani
sat
ion
 -amemorandum i
sles
sformal anditi
sthegroupofI
nformal
Documents
-
memor andum or i
ginates fr
om Latin,Memor ar
e,meaning t
o
r
emember(athi
ngtober emember ed)
-
iti
scommonl yknownasMemo( i
nshort
)
-
whent heyar
emany, i
tisMemorandabutoneisMemorandum

PURPOSESOFMEMORANDUM
a)toinformpeopleofnewdecisions
b)tor equestthatdecis
ionsbemadeorthatacour
seofact
ionbe
adopt ed
c)tor emindpeopl eofaneventordeci
sionoranact
ionwhichi
s
requiredbesuppli
ed
d)topr ovi
deinfor
mationofanykind

MAINFEATURESOFAMEMORANDUM
(
i) TO-her etherecipient’
s(recei
ver)name(personal
namesorof fi
cepos i
tion
orpersonalnamespl usof fi
cepos i
ti
on)areshown
(
ii
) FROM- sender’
snames (personaloroffi
cepos i
ti
onorpersonalnamespl us
offi
cepos i
ti
on)areindicated
(
ii
i) REFERENCE- heretwot hingsarecons i
deredbutoneatat imeasf oll
ows :
(a)author’
ss i
gnat ureand t ypist
’s i
gnatur
eoronl yaut hor’
ss ignature
appearshere
(b)detai
lsonaf i
lear ecapt uredaccordingt oevent
s(acti
vi
ties
)oft hat
organi
sati
on
(
iv) DATE-day,mont handyear
(
v) SUBJECT- i
tisaboutt het i
tl
eort opicorheading(
bri
efsummar yphr aseof
thereasonofwr i
ting)

LAYOUTS-
memoranda mi
ght f
oll
ow a Ful
l
-Bl
ocked orSemi
-Bl
ocked
for
mat:
(
a)FULL-
BLOCKEDFORMAT

To: Al lAcademi
cStaff
From:TheHeadofAcademi cs
Ref: PV/ sa
Date: 2Sept ember2020
Subject
:REOPENINGOFCOLLEGES-
7SEPTEMBER2020
(
b)SEMI
-BLOCKEDFORMAT

To:AllAcademicSt
aff Ref:PV/sa
From: TheHeadofAcademi
cs Date:
2Sept
ember2020
Subject:REOPENI
NGOFCOLLEGES-
7SEPTEMBER2020

- Memoranda mi ght be wr itt

en on Pr epri
nted (
Lett
er headed
paper
)st
ati
onar
yorOr di
nar
ystati
onar
y
- Whereamemor andum ispri
ntedonanOr dinar
ypaper
,thentheword
MEMORANDUMbepr int
edfi
rstorwri
tt
enf
ir
s tontopwordsbef
oreot
her
thi
ngsar
edone—s eebel
ow

(
a)ORDI
NARYSTATI
ONARY(
PAPER)

MEMORANDUM

To:MrTons eprogr
es s
ivef
rontBomalathu,
TheDi
rect
or
From:MsFres hj
udi
ciaryFr
eefai
rzi
sankho
Ref:
MF/ nk
Date:2September2020
Subject:
CONFERENCEHOSTI NG

(
b)LETTERHEADEDPAPER(
PREPRI
NTEDSTATI
ONARY)

To:
TheChairpers
on,Soci
alwelf
areCommi
tt
ee
From:TheSecret
ary,
Social
welfar
eCommi
ttee
Ref:
KM/ sa
Date:2September2020
Subject:
MEMBERSHI PREGISTRATION

SAMPLEOFAMEMORANDUM
 MEMORANDUM
To:MrPr i
nceGeor geChil
ola,
TheDi
rect
or
From: MsHel l
enYezani
pamphumi
Ref:
VST/ 002/SATECO/2020
Date:12Oct ober2020
Subject:
VISITBYMALAWI MANGOES

Be reminded t
hatMalawiMangoesManagementteam wi
llbe her
e,
tomorrow,the1
3thOct
ober2020at2.
00pmforast
akehol
der
s’vi
si
t.

Hel
l
en

NOTE
1.Whenus i
nganor di
narypaperi.
e.notal et
terheadedone,printthe
word‘MEMORANDUM’ ontopofthepaper
2.Memor andum canf ol
low an‘OPEN PUNCTUATI ON’r ul
ei.
e.wi t
hout
punctuat
ionmar ksfortheheadi
ngsarea
3.Thefol
lowingARENOTDONE: sal
utat
ion;complimentar
yclos
e;
4.Onecanj us
ts i
gnorwr it
ethefir
stnameorwr i
teini
ti
al
sonlyorj us
t
l
eavedoinganyt hement ionedabovei.
e.justbl
ankaftert
hemes s
agehas
beenwr i
ttenal
ready

(ii
i
)NOTICE-itisawr ittencommuni
cati
onwhichcanbepos tedona
noti
ceboardaroundofficesori
nnewspaper
sandanyotherappropr
iat
e
pl
acestobri
ngs peci
ali
temstotheat
tent
ionofal
lst
aff

I
MPORTANCEOFNOTI CE
(
a)announcessocial
events
(
b)reportsonmattersofi
nteresttostaff
(
c)i
nformss t
affofnewpr ocedures
(
d)adverti
sespostsfori
nternal
appointment
s
(
e)remindsstaf
fofcompanypr ocedur es

NOTICEBOARD-pl
acewherenoti
cesar
epos ted ordi
spl
ayed whi
chis
pl
acedinanaccessabl
ear
eafort
heaudienceandcanins
ideoroutsi
de
bui
ldi
ngs
 -t
heboar d need tos ectioned according t
o di
ff
erenttopi
cseg
Academics,Soci
alwefare,Entertainment
-someonebeappoi ntedt obei nchargeoft henoti
ceboar
dand
shal
lberesponsi
bleto:
(a)
secti
onthenot i
ceboar dappr opri
atel
y
(b)
removeobs ol
utenot ices
(c)
remove‘dead’not ices-butr et
aini
ngt hem forawhileincaseof
queri
es
(d)
keepingthenoticeboar dt i
dyandclean

DESIGNI NGNOTI CES

(a)
givecl earheading
(b)
us edi f
ferentsiz
epr intforemphas i
s
(c)
uses ubheadingst obreakmaininformationl
ogi
call
y
(d)
us ebul l
etpoints/asteri
skstodis
playpointss
eparatel
y
(e)
includenameofwr i
ter(
author
),
referenceanddateatthebot
tom

(i
v)REPORT- t hisisacommuni cation ofi nformati
on oradvi ce fr
om a
personwhohadcol l
ectedands t
udi edt hef actsandpresentedt hem t
oa
personwhor eques tedf ori
tf oras pecificpur pose
-ar epor ti salsos aidtobeas tatementoranaccountei therbi
gor
smallons omehappeni ngs,f i
ndings ,obs ervati
onsorr ecommendat i
ons
preparedei therbyani ndividualorbyagr oup
-theultimat efunctionofar epor tist opr ovideabas i
sf orDeci s
ion
MakingandAct i
onTaki ng
-report
s mi ght be pr es ented i n var i
ous forms s uch as Or al
(Verbal)
,Wr i
tten or Nonver baldependi ng on occas i
ons like Cas ual
conver s
ationst oBus i
nes sgatherings
-report
scanbeLongorShor tdependi ngoni ssuesbeingcapt ured
suchasPr ogr ess/Academi c,Acci dent ,Conf erenceanddistri
but i
onmight
bemont hl
y, quar t
erlyorannual l
y
-report
smus tbepl annedandcommuni catedinawaywhi chs ui
tsthe
receiverandi t spurpose

IMPORTANTPARTSOFAREPORT
(
a)HEADI
NGS:-
i
. name of an or gani
zat
ion f
or ex
ampl
e, Covi
d as
ower
etu
mwachi khul upiriroLandmot or s
i
i.name( titl
e)oft hei ssuebei ngr epor t
edabout ,f ori nstance,Repor tOn
Mi ss i
ngPl ugsandCoi l
s
(b)TERMSOFREFERENCE: -t hiss tatest heact ualpur pos eoft her epor t
andal s
ot heaut hour it
y( aut hor i
z i
ngof fice)grantedanddat et opr oduce
ther epor te. g.Tor eportont hemi s si
ngpl ugsandcoi lsasr eques tedby
Covi d as ower etu mwachi k hul upir i
ro Landmot ors Admi nistration on 7
Sept ember2020
(c)PROCEDURES: -thisisamet hodorwayus edwhencol lectingdat af or
compi l
ingar epor t
Met hodsar emanyonecanus ei nor dert ogetdes ireddat a,f orex ampl e,
Vis i
t, Li
br ary,Interview, Inter netandRes earch
(d)FI NDI NGS: -itist hel onges ts ect ionwhi chhi ghlight swhatex actlygot
discover edaf ters tudyingandanal yzi
ngdat acol lectedbyt heonet o
compi l
et her epor t( t
hehear toft her eportbecaus er ecor di
ngsofal l
discover iesar eent er edher e)
Dis cover iesmi ghtbedi spl ayed us ing headi ngsand s ubheadi ngswi th
ex plainat i
onss uchas :
i.
Circums tanceSur oundi ngTheMi s
singPl ugsandCoi ls
ii
.Ti
meandDat ewhent hei t emsgotmi ssed
ii
i.
Act iont obet aken
(e)CONCLUSI ONS: -t hisi sas ummar yofwhathasbeeni ndicat edi nt he
Ter msOfRef er ence, Procedur esandFi ndings
(f)RECOMMENDATI ONS: -thes ear egener al
lys ugges tionsorgui delines
(piecesofadvi ce)hi ghli
ght edi nt her epor t
.
- t
hes e ar e NOT Deci s i
onsand Act i
onst o be t aken,s ot he
reci pientoft her epor tisatl iber tyt of ol
lowt hemordumpt hem
(g)CLOSI NGSECTI ON: -i
ns omecas es ,names ,s i
gnat ures,titl
espl usdat es
aref eatur edatt hever yendoft her epor twhileinot her ,not hingi sdonei n
thiss ect ion, f
orex ampl e, Memor andumf ormat

LAYOUTS/ FORMATSOFREPORT
-reportscanbepr es
ent edi
nvar
iousf
ormat
sincl
udi
ng:
(a)Lett
er
(b)Memor andum
(c)Schemat i
c
(d)Forme.g. s
choolreport
 -i nal ett
erf ormat,address,salutat
ionandcompl imentar
yclosear e
shownbutheadi ngsli
keTermsofRef erencear enotdi
spl
ayed
- i
naMemor andum,layoutofamemoi sfoll
owedands omeheadingsofa
reportareshownegRecommendat ions
- i
n a Schemat i
cf ormat,al lheadings includi
ng Clos
ing sect
ion are
displ
ayed
- i
n s ome ways , l ayouts mi ght not neces sar
il
y s how t he
headings—headingscans l
ightl
ybedi ffer
ent ,f
orexample,inaSchool
Report

SAMPLESOFREPORTS
(a)
SCHEMATI
CREPORT

COVI DASOWERETUMWACHI KHULUPI RI ROLANDMOTORS

REPORTONMI SSINGPLUGSANDCOI LS
i
.TERMSOFREFERENCE
I
n accor dance wi th t he i ns t
ruct ions of t he Covi d as ower etu
mwachi khulupi
riro Landmot or sManagementt or eportont hemi ssing
plugsandcoi l
sandmaker ecommendat i
onsappr opr i
atel
y.
i
i.PROCEDURES
Thisr eportwascompi ledf ollowinganor alinterview conduct edatt he
company’ spremi seswi t
hmember sofs taf
f.
i
ii.FI
NDI NGS
 MI SSINGPLUGSANDCOI LS
-Circums t
anceSur roundi ngTheMi ssingPl ugsandCoi l
s
Thei temswer eleftinthewor kshopl yingont hef l
oorandnoti nt heus ual
storer oom whi chpr ompt edunknownmember stopi ckthem.Dur ingt he
knockof ftimet hewat chmens aws omef i
guresatadi st
antplacepi cking
paper swhi chwer es catteredal lovert hegr ound.I twass uspect edt hat
thos eunknownper sonscoul dhavehadanoppor tunitytotaket heitems .
-Ti
meandDat ewhent hei t
emsmi ssed
Thepl ugsandcoi l
smi sseddur ingt hel unchbr eakon4Sept ember2020
whi l
et hewor kshopwasl ef tunlockedl ockedandgavewayt ouni dent i
fied
per sons to ent er.Wat chmen wer e pat roll
ing t he others ide oft he
pr emises.
-Actiontaken
Managementi ncreas eds ecur ityguar dsanddepl oyedt othewor kshop.
Guardswer eassi
gned t
o wor
kons hi
ft
ssot hatt
heareanevergot
desert
edandt hatnoroom wasgi
ventounknownper
sonnelt
or oam
aroundthepl
ace.

i
v.CONCLUSI ONS
Author
itywasgiventocomeupwi ththereportwhos
einfor
mat ionwas
gat
hered thr
oughinter
viewsi nor derto unvei
ltheci
rcumstancehow
pl
ugsandcoi lswentmissingint hewor kshop.Duetothedi s
coveri
es
made,theadmini
str
ati
onincreaseds ecur
it
y.

v.RECOMMENDATI ONS
Managements houldappoi
ntonememberofs t
afftobeinchargeoft he
wor kshop.Alltoolsorequipmentr equestedt obeus edmus tbewel l
recordedi ntheappropri
ater ecordbookanddul ys i
gnedbyus ers.The
reques t
ed mat er
ial
s mustbe handed back t ot he st
ores cl
erk and
signaturestoappearint
heret urnedtool
scolumn.
vi.CLOSI NGSECTION
Si
gned: ………………………………. .
………………………………( nameofof fi
cer)
………………………………. (
s t
atus/
posit
ion/desi
gnati
on)
Date: ……………………………….

(
b)MEMOREPORT

To:Covidasoweretumwachikhul
upir
ir
oLandmot or
s
From:MrPandemi csambani
mmanj aMlir
iugonj
a
Ref:P/hs
Date:23September2020
Subject:REPORTONMI SSINGPLUGSANDCOI LS

Furt
hert oourmeet i
ngon7Sept ember2020, Ihavest
udi
edthefacts
surr
ounding miss
ing plugs and coil
s at the works
hop.
A thor
ough
i
nvest i
gat
ion was carr
ied outthrough i
ntervi
ews wit
h members of
staf
f.Thefi
ndi
ngswer ecompil
edasfoll
ows:
 CIRCUMSTANCESURROUNDI NGTHEMI SSINGPLUGSANDCOI LS
Theitemswer elef
tinthewor ks
hopl yi
ngont hefl
oorandnoti ntheus ual
stor
er oom whichprompt edunknownmember stopickthem.Dur ingt he
knockof fti
mewat chmens aw somef igur
esatadi stantplacepi cking
paperswhichwer es cat
teredallovertheground.Itwass uspectedt hat
thoseunknownper sonscouldhavehadanoppor tuni
tytotaketheitems .

 TIMEANDWHENTHEI TEMSMI SSED

Theplugsandcoil
sgotmisseddur i
ngtheknockof
fti
meon4Sept ember
2020whi l
etheworks
hopwasl eftunlockedl
ockedandgavewayforthe
unident
if
iedper
sonstoent
er.Wat chmenwerepatrol
l
ingt
heothersi
deof
thepremises
.

 ACTIONTAKEN
Managementi ncreased securi
ty guar
ds and depl
oyed them tot he
workshop.Guardswer eas
s i
gnedtowor konshi
ftssothatt
heareanever
gotdesertedandt hatnoroom wasgi ventotheunknownpersonnelto
roamaroundtheplace.

 CONCLUSIONS
Author
itywasgivent ocomeupwi thar eportwhoseinformat
ionwas
gat
heredthroughintervi
ewsi nordertounvei
ltheci
rcumstancehowt he
pl
ugsandcoi lswentmi ssingint heworkshop.Duet othediscover
ies
made,theadmini
strati
onincreasedsecur
it
y.

 RECOMMENDATI ONS
Managements houldappointonememberofs t
afft
obei nchar
geofthe
wor ks
hop.Alltoolsorequi pmentrequestedt obeus edmustbewell
recordedintheappr opri
aterecor
dbookanddul ysignedbyusers
.The
requisi
ti
oned materi
alsmus tbehanded backt othes t
orescl
erkand
signatur
estoappearintheretur
nedtoolscolumn.

(
c)LETTERREPORT
Coronawandi chedwetsaSoci
al
dis
tanceCons
ult
ancy
Hands ani
ti
sersStreet
P.
OBox1 1
Msikawanjal
a
Sal
ima
Malawi
Cell
:+26599213100
Email:
corosoco@gmai l
.com

23Sept
ember
2020

TheGeneralManager
Covidasoweret
umwachi
khul
upi
ri
roLandmot
ors
FacemaskAvenue
P.OBox4444
Soli
j
eni
Nsanje
Malawi

DearSi
r

MI
SSI
NGPLUGSANDCOI
LS

Fur
thertoourmeetingon7Sept ember2020,Ihaves t
udi
edt hef act
s
sur
roundi
ng miss
ing plugs and coi
l
s att he works
hop.A t horough
i
nvesti
gat
ionwascar
riedoutthroughi
nter
viewswit
hmember sofstaff.

Thefindi
ngswer eclearlycompi l
ed.Thecir
cums tancethatsur
roundedthe
missi
ngpl ugsandcoi l
swast hattheit
emswer elefti
nt heworkshoplyi
ng
onthef l
oorandnoti ntheus ual s
toreroom whi
chpr ompt edt
heunk nown
member st opickt hem.Dur ingtheknockof ft
ime,wat chmens aw some
fi
guresatadi st
antpl acepi ckingpaperswhichwer escatt
eredallovert
he
ground.Itwass uspect edthatt hoseunknownper sonscouldhavehadan
opportunityt
ot aket heitems .

Pl
ugsandcoi
l
sgotmis
sedduri
ngtheknockof
fti
meon4Sept
ember2020
whi
letheworks
hopwasl
eftunl
ockedandgavewayfort
heuni
denti
fi
ed
persons to enter.Watchmen wer e patrol
l
ing t
he others i
de ofthe
premises.Managementi ncreas
eds ecurit
yguardsanddepl oyedthem t
o
thewor kshop.Guardswer eassignedt owor kons hi
ft
ssot hatt
hearea
nevergotdes er
tedandt hatnoroomwasgi ventotheunknownper s
onnel
toroamar oundtheplace.

I
nt heconclus
ions,authorit
ywasgi vent ocomeupwi t
har eportwhose
i
nformati
on wasgat hered thr
ough i nt
ervi
ewsi n or
derto unveilthe
ci
rcumstancehowt hepl ugsandcoilswentmi s
singintheworkshop.Due
tothedi
scoveriesmade, theadmini
strati
onincr
easedsecur
it
y.

However ,r
ecommendat ionswereputf or
war dthatmanagements houl
d
appointonememberof fs t
afftobeinchar geoftheworkshop. All
tool
sor
equipmentrequest
edtobeus edmus tbewel lr
ecordedi
nt heappr opr
iat
e
recordbookanddulysi
gnedbyus ers
. Therequisi
ti
onedmat er
ialsmustbe
handedbackt othest
or esclerkands i
gnaturestoappearinther etur
ned
tool
scolumn.

Your
sfai
thf
ull
y

LOCKDOWNPROCEDURESZI TSATI
DWE
(Consul
tant)
NOTE–ever yorgani
zati
onmi ghtcomeupwi
thi
tsowndesi
gnastohowa
reportshoul
dbepr esented,ther
efor
eempl
oyeeshavet
oabidebythat
procedureorcondit
ion.

‘
ENJOYTHEWORLDOFCOMMUNI
CATI
ON’
©MSAKA-
2020