BatStateU Purposive Communication

Lesson 5: Communication for Work Purposes

Learning Outcomes

At the end of the lesson, you are expected to achieve the following:

1. Discuss the importance of oral communication skills in the workplace.

2. Describe the pressing challenges encountered by business communicators. 3.
Expound on the fundamentals of online interviews.
4. Discuss the essentials of physical and virtual meetings. 5.
Observe the etiquette of face-to-face and online meetings.
6. Show the ability to communicate through independent and group communicative learning
activities

Oral Communication in the Workplace

Your activity in the company or organization that you will be part of in the future involves a lot of oral
communication. More often than not, your daily tasks require effective communication. Hence, your good
communication skill is important because it helps you and your company meet desired goals for personal and
business productivity. The importance of oral communication skill at the workplace is evident in various researches
conducted among organization executives, managers, employees and trainees. These researches have revealed
that effective oral communication skill takes the top place among the business skills needed in the company for its
quality performance.

Oral communication skill in business is highly valued. Without exception, everybody in business
needs it to communicate details of information, discuss strategies, map out plans, close business agreements,
work in teams, and deal with managers, employees, business partners, guests or clients. To improve yourself,
you also need communication skill to help you initiate personal plans, lead project undertakings, and solve
pressing problems. Executives and managers need good communication skills to demonstrate effective leadership,
efficient transaction, quality performance, and excellent productivity.

Successful businesses have gained their good reputation because strong communication skill is fully
recognized and developed among employees. However, some companies’ need for employees with effective
communication skill is all too often unfulfilled. Some business transactions miss the mark as business people fail
to convey proper course of communication.

Pressing Challenges in Workplace Communication

Communication has always been essential in any business’ growth and development. As effective
communication is needed to be able to operate and become successful, pressing challenges do interfere and are
likely to affect your work and communication in the future.

Business communicators
have always encountered
communication problems. Some of
these problems are sometimes
hard to avoid or deal with. Andrea
Campbell, author of Top 10 Team
Communication Issues and How to
Avoid Them, believe that poor
communication skills create
business problems.

Page 41 of 98
BatStateU Purposive Communication
One of these is the team communication issues and problems among people at work. Common
cases being encountered are those with coworkers (1) losing trust with others, (2) poor cooperation among
team members, and sometimes (3) the disapproval or disrespect from colleagues or immediate superior.

The said problems are considered communication challenges. The terms refer to the problem when the
manager does not provide feedback or coaching. If there is no feedback, it means there is no communication.
Campbell echoed the idea of Leigh Branham, the author of 7 Hidden Reasons Employees Leave. She said, as
quoted, that the root problems of this issue are managers' inattention to people they supervise. They
provide irregular or nonexistent feedback. People get criticisms instead of praise. Worse is that feedback is not
valued or valuable at all.

To avoid or solve the issue, Branham suggested (1) improving coaching and feedback especially
among the new recruits; (2) setting up mentoring programs with experienced employees; and (3) requiring
managers to provide feedback.

Page 42 of 98
BatStateU Purposive Communication

Top Communication Issues

Campbell identified top ten communication issues that business communicators have to consider to be able to
avoid or solve them.

1. Failure to Listen. Ineffective listening is a big problem in communication. Good

communication fails when one doesn’t pay much attention or plan what to say before one ends his
statement. Many distractions affect effective listening. Team members are distracted by the
thoughts bothering his mind. They have short attention span. Other distractions like noise and
other physical barriers present in the environment take toll resulting to communication failure. To
avoid it, speakers have to emphasize the importance of active listening in the discussion. Also point out
that inattentiveness results to different understanding of the topic being discussed. Speakers also have
to maintain eye contact during the conversation or discussion.

2. Culture Differences. The diversity of backgrounds and cultural customs create

communication issues among team members and leaders. People would just love to stay along with
people of the same background. Hence, leaders face challenges of grouping and team communication
hurdles. To avoid it, try to promote “unity in diversity” wherein team members have to be assigned to
different groups to break the usual grouping.

3. Locale or Distance to Office. The office location or its distance to its employees or
contributors entails problem in the communication. The company usually resorts to email, phone or
video conferencing. The very low level of interaction in electronic communication poses a
communication barrier. It causes misunderstanding and failures. To solve it, meetings should be
done at the nearest venue and on a regular schedule. Important issues and solutions can be posted or sent
to all for further knowledge and verification.

4. Ego and Attitude. Self-image or ego often affects team’s effort to execute plans. One’s arrogance
causes trouble, and more often, teamwork ends due to one’s defiance. Arrogant team member could
not accept the fact that he contributes to team’s problem. The presence of conflict is evident when
someone displays inequality or bias and doesn’t want to take responsibility. To solve it, the team
leader or manager should promote better understanding as the group discusses the issue. He has to re-
direct the group to be able to meet the goals. Calmness and tactfulness help reduce tension and friction
between or among team members.

5. Authority or Hierarchy Problems. The authority that the team leader or manger demonstrates
more often creates intimidation or gap with team members. They become shy and hesitant to approach
or talk to their manager for authority being shown doesn’t create friendly atmosphere. To resolve,
managers or team leaders should promote harmoniously relation among the team members.
Communicate to the members about the intention of helping and letting them feel they are important.
And they can approach the managers for consultation or discussion on personal or work-related issues.

6. Poorly Written Communication. The confusion or misunderstanding of in interoffice business

communication is due to poor content of written documents, substandard organization, fractured
grammar, among other flaws in written interoffice materials. To avoid it, ensure that documents are
well-edited and proofread by best editor in the department. Allow other eyes to check for mistakes in
grammar, spelling, punctuations, and organizations.

7. Gender Bias. The choice of which gender makes a more effective leader in the department is an issue of
gender bias. This gender discrimination creates problem in the organization. To avoid this, team leaders
or managers should ensure that the issue on gender choice is set
Page 43 of 98
BatStateU Purposive Communication
aside in tackling issues or taking course of action for the department. Speak about concerns without
engaging in demeaning oneself. Avoid gender-bias language or terms that connote gender. For example,
use chairperson for chairman or chairwoman.

8. Focus or Listening Problems. Inability of employees to focus on the issue is equivalent to listening
problems. The generation gap is often the cause of communication barrier that affects the
achievement of department goals. To help avoid it, leaders or managers have to initiate mutual
understanding regardless of age. Encourage teamwork and unity despite differences of age, sex, social
status, and family background. Understand one’s weaknesses and capitalize on one’s strength.

9. Inadequate Knowledge. Little knowledge is dangerous. Hence, team performance is affected due to
ineffective education or lack of understanding or other inadequate knowledge foundation. To
resolve it, leaders or managers encourage team members to upgrade knowledge by pursuing
higher degree programs. Include in the annual target plan the participation of members to seminar,
training or conferences. Promote reading culture in the department and productive focus group discussion.

10. Cliques, Groups and Friendships. Group membership or group affiliation or exclusive grouping of
team members can sometimes create segregation. To avoid it, promote teamwork spirit in the department.
Conduct team building activities to promote objectivity, teamwork, cooperation, and unity in diversity.

Page 45 of 98
BatStateU Purposive Communication

Preparing the Cover/ Application Letter

A few years from now, you will enter the world of professional work. Bur before you land in any job,
one of the first steps that you have to do is prepare a cover or application letter. When you are applying for a new
position, a cover letter is extremely important as your resumé or curriculum vitae (CV). The purpose of the
cover letter is to persuade your reader to consider reading your resumé. This contains little information of the
job which you are applying, as well as your strongest qualities and qualifications.

Writing a Job Application Letter or a Cover Letter

Preparing A resume’ or a CV and application letters or cover letters are essential parts of job hunting. A
job application letter or a cover letter is like a sales letter in which you sell your knowledge and
competence. It is the most essential part of the application as this is far more than just a note saying ‘Please find
enclosed my CV’. Usually, this is the part of your application that really sells you to your potential employer.
Without a good cover letter, your résumé is unlikely to be read.

Remember that your application letter is your selling factor. Your main goal is to market yourself.
Think about competition; your judges are your readers. They are professionals who select and hire you. With
hundreds or thousands of applicants, make sure that your application letter has to standout. Therefore, your
application letter and accompanying resume have to attract professionals’ attention. Your final goal is to
get an interview.

When you are writing the application letter, bear in mind to achieve the four important tasks:

 Catch the reader’s attention purposively.

 Tailor it to the company, to the employer, and to the job.
 Persuade the reader that you are a qualified applicant for the job. 
Request an interview.

After writing the application letter, use the checklist below to make sure your letter has already met
the needed information.

 The title of the job, source of your information and the statement of your objective have to be clear.
 There should be a summary of your qualification for the job. This includes work experience, educational
background, and summary of relevant skills such as leadership skills, skills, organizational skills, and
intercultural communication skills.
 Indicate that you enclosed your CV or resumé.
 Request for an interview. This includes place and time you will be available and the contact information
such as phone numbers and email addresses.
 Identify the job. Include any information that is not included in your CV or resumé.

Before submitting your application letter, proofread it carefully. Free it from grammatical mistakes and
organizational inconsistencies. Check also for correct punctuations, margins, spacing, and right letter format.

General guidelines for the overall structure of your cover letter:

 Format your cover letter for post, mail or email. It should consist of one page only. 
Include your complete address, email address, phone numbers.
 Use the tile of the person when you address him/her in the letter. If you can’t find a name, write ‘Dear
Sir/ Madamme.’

Page 46 of 98
BatStateU Purposive Communication
 Use standard, easy-to-read font. Make it readable. Times New Roman or Arial is preferred; it should be no
smaller than 11 for readability on screen.

Sample Application Letters

Two sample letters of application from JobStreet.com are presented below. The first letter (Sample #1)
follows the correct format that you should follow when sending out the application letter in print form. The
second letter (Sample #2) shows the tailored format when submitting your application letter through email.

Sample 1 (Print Copy)

22 H Venture St.,
Diliman, Quezon City
Philippines

April 17, 2015

Mr. Vincent Chua

Hiring Manager
Bank of the Philippines Islands (BPI) 12/F
Ayala Life-FGU Center, Ayala Ave. Makati
City 1226

Dear Mr. Chua,

I am writing to express my interest for the position of Recruitment Assistant in your esteemed company.

Having recently obtained my Bachelor’s Degree in Business Administration major in Human Resource
Development Management (BSBA-HRDM) in the Polytechnic University of the Philippines (PUP), I
wish to bring my knowledge, skills and commitment to excellence to your company’s innovative
environment.

As a Business Administration student, majoring in HR management, I’ve become equipped with the necessary
knowledge that come with the position including manpower recruitment, workforce organization, personnel
training and compensation as well as legal provisions and other labor concerns.

My internship at San Miguel Corporation also afforded me with the crucial skills to work with some of the best
professionals in the recruitment and human resources industry. Being a trainee has developed in me
enthusiasm and a true passion for human resources and has subsequently convinced me that human
resource management is my true calling.

For additional details regarding my qualification and expertise, please review my attached resume.

Thank you for taking the time to consider this application and I look forward to hearing from you.

Sincerely,

(signature)

Jessica Cenadoza

Page 47 of 98
BatStateU Purposive Communication

Sample 2 (Email Copy)

Email Subject: Eric Tala, Marketing Associate Position

Dear Ms. Castañeda,

I would like to express my interest in applying for the position of Marketing Associate as was recently
made available in your company.

I believe that my degree in Business Administration (BSBA) major in Marketing from the Philippine
School of Business Administration (PSBA) has prepared me for this position. As a student, I was equipped
with the necessary knowledge and skills to help develop and drive effective marketing strategies.

During my internship at Uniliver Philippines’ Marketing Department, I learned how companies determine
what product or service to sell, how to reach target demographics and how to respond to the demands of
competitors. More importantly, I had the opportunity to work with seasoned professionals who taught me
how to easily grasp complex marketing concepts and at certain times, how to roll with the punches in order to
achieve various objectives.

I have also acquainted myself with a wide range of skills that allow me to blend with the group or team’s culture
and to continuously strive to reach common goals amidst failures and setbacks.

My active involvement in many academic and extracurricular activities has done so well in developing
my communication and leadership skills, which are vital in finding success in the corporate world.

With this application letter, I attach herewith my resume for your full consideration. Thank you for taking time to
review my application and I am looking forward to your reply so that we can further discuss my application.

Yours sincerely,

Alvin C. Marfal
7194 Marcelo Ave
Parañaque City, Metro Manila 1700
Mobile: +63 929 XXX XXXX

NOTE: These application letter samples are for reference only. All information provided should be considered as
fictional
BatStateU Purposive Communication

The Content of the Cover Letter

The Introductory Paragraph

Your first paragraph must be very convincing. It tells your reader that you are the best person for the
job. It also emphasizes that you have the set of skills and experience that make you the ideal candidate for the
post.

Examples:

1. I learned that you are in need of the position of English faculty and I believe that I have the
necessary credentials for this role. I have considerable working experience as an English Language and
Literature Professor, and I enclose my CV to support my application.

2. Please find attached CV in application for the job of financial analyst advertised on your
company’s website. I strongly believe that my competence and experience and particularly my
experience at ABC Company, and my ability to do financial reports make me the right candidate for this
post.

3. I am seeking a position as a manager in your Data Center. In such a management position, I

can use my master’s degree in information systems and my experience as a programmer/analyst to
address business challenges in data processing.

If someone from the company refers you, include in the opening before stating your main objective.

Example:

During the recent International Research Conference in Vietnam, one of your research heads, Dr.
Rogine Madrigal, informed me of a possible opening for a research director in your institution. My
extensive background in research and my Master’s degree in management make me highly qualified for
the position.

In the succeeding paragraphs, expand on the qualifications you mentioned in your opening. Add any
appropriate details, highlighting experience listed on your resume that is especially pertinent to the job you
are seeking.

The Main Section

The main section of your cover letter should show the summary of your qualification, organized
around the job description and person specification. Describe in this section what you have accomplished, your
expertise, and your special skills needed for the job.

In this section, you also have to present how you performed your duty and demonstrated the requirement
of your previous job. Specific work of action and its effective results should also be indicated to show that
you did it successfully. In short, you have to show the clear description of the situation and more on what you did
as proof of results or outcomes.

The main section of your cover letter can be structured to show the sub-section or sub-headings.
The sub-section guides the human resource manager how each requirement is met.

You may want to structure the main section of your cover letter into sub-sections, with headings, to
make it easier for the recruiter to see how you meet each requirement.

You can make use of the following phrases:

“My ability to manage ____________ speaks for itself: I have accomplished the ____________ in my
department.”

Page 49 of 98
BatStateU Purposive Communication
“I hope it goes without saying from my list of previous jobs that I am extremely flexible and good at
__________________ .”

“I first developed my _____________(skill) in ___________(job), but have improved it since in

______________________(mention jobs).”

When you are done writing the main section, get back over it and check if you have already mentioned
every important skill and bits of experience that are considered crucial on the person specification. Edit and
polish until you have come up with the most ideal content of an application letter. Most recruiters prefer
shorter application containing only the most essential skills, experiences, and accomplishments.

Sample:

I have obtained Doctor of Philosophy (Educational Management), Master of Arts in Education

(Major in English and Administration & Supervision), and Bachelor of Education (Major in English,
Minor in History). I have ample experience in teaching in both local and international arenas. During the
fifteen fruitful years in education, I have gained valuable expertise on pedagogy and class
management, among others, along with meaningful experiences needed to pursue my mission and
dreams in life. I have been very active in academic and co-curricular endeavors in my desire to
boost my self-esteem and build a desirable character. As an active member of academic and civic
organizations, I have developed in myself the sense of integrity and responsibility towards other people
by helping and cooperating with humility. My other special skills include Research, Campus
Journalism, Book Writing, and Quality Assurance.

I am a positive and proactive person able to do the tasks posed by my superiors. With sufficient
Kaizen knowledge, I can easily execute plans and work details and expedite the job to beat deadlines.
Given a chance to work in your prestigious institution, I will humbly discharge my duties and
responsibilities for the welfare of the institution and its clienteles.

The Closing Paragraph

Your closing paragraph should be written concisely and neatly. It should make clear what action the
reader will be taking after reading your cover letter. But don’t sound arrogant.

So it might end, for example:

“I hope this convinces you that I have the necessary competence and experience to achieve as
___________________ ( job title). I look forward to hearing from you.”

Close with a request for an interview.

“If you find my application desirable to your needs, I am willing to come for a personal interview. I
can be reached via my email: eudencellevillahermosa@yahoo.com or through mobile:
+639488005694.”

For a letter, end it with “Yours sincerely” if you have addressed it to someone by name, and “Yours
faithfully” if you started it with “Dear Sir/Madam”.

Remember: Before you submit your application letter or cover letter, proofread or polish it carefully.

Page 50 of 98
BatStateU Purposive Communication

BatStateU Purposive Communication

Designing the Curriculum Vitae

What is a CV or Résumé? Basically, your CV or resumé describes your education,

competence, and experience. It defines what kind of applicant you are for the job. It determines if you are the
right person for the job.

As one of the essential requirements for job hiring, your CV should demonstrate to any prospective
employer why they should hire you above any of the other skilled candidates who have presented themselves for
employment.

Basic Rules of CV Writing

In writing a curriculum vitae (CV) or resumé, like other forms of business writing, you should always
consider its reader (part of audience analysis, as discussed in Lesson 1). In this case, your readers are the
recruiters. They are usually the human resource managers or any other staff in the recruitment department assigned
to screen applicants through their CVs. Avoid being eliminated by following these basic rules in writing a CV or
resumé.

 Write with the recruiter or human resource manager in mind. Assume that you are the recruiter.
Think about what he needs to know about you. Consider the job description.

 Present your CV or resumé to inform them well about what they need to know. Show it in a way that it
reveals very professional and credible information.

 A well-written CV or resumé limits the chance of not selecting you. It easily puts you in the shortlist.

 CV or resumés are the most important documents needed in job screening. They provide the highlights of
your qualifications, work experiences, competence, professional and educational history.

 In some academic institutions, the CV or resumé is the standard for job applications. The objective of
both CV and resumé remain. However, the appearance of the document is noticeably different.

Resumé vs. Curriculum Vitae

There are three major differences between CVs and resumés: the length, the purpose, and the layout.

A resumé is a brief summary of skills and skills over one or two pages. It is short with no particular
format rule and highly customizable. The goal of a resumé is to make an individual stand out from the competition.
A resumé does not have to be ordered chronologically; it does not have to cover the whole career. The resume
contains three simple sections: name and contact information, education, and work experience. A CV, on the
other hand, is more detailed and can be more than two pages. It covers your entire career history. It has a clear
chronological order listing the whole career of the individual.

In writing your CV, you have to consider the following information:

 Areas of interest. 
Education.
 Grants, honors and awards.
Page 52 of 98
BatStateU Purposive Communication
 Publications and presentations. 
Employment and experience.
 Academic memberships. 
Character references.

Guidelines for Writing Effective CV

 Include your contact details at the top.
 Decide whether you want to start with a personal statement or career objective.
 Include sections on Key Skills, Knowledge and Achievements, Work Experience, and Education.
 When discussing achievements, focus on what you have actually done and the end result achieved.
 Include everything relevant in the ‘Work Experience’ and ‘Education’ sections. 
Make sure that your spelling and grammar are all correct.
 Work on your presentation.

CV Mistakes and Pitfalls to Avoid

 Do not be tempted to lie just to ‘look good’. 
Avoid leaving gaps in your career history.  Do
not start your CV with the dull bits.
 Do not include your hobbies and interests. 
Don't make your CV too long.
 Do not use an unprofessional email address.

Your professor can show you samples of curriculum vitae. These are not presented in this module for
pragmatic purposes.

Online Interviews

Many companies conduct online job

interviews, since these interviews are more cost-
effective. In addition, applicants do not have to spend
money for travel to the interview site.

Online interviews require technology

which has become mainstream in business. The use of
computers and other gadgets makes communication
between the interviewer and candidates simple and
effective.

Job hunters find online interview easy at the comfort of their home. It is time-saving and less stressful.
Online job interviews may vary depending on the company where one is applying. Familiarity of these
types of line job interviews may help job seekers achieve their goal of landing a desired job.

One of the most typical online interviews is the webcam job interview. In this interview, the interviewer
will simply arrange the interview through video. Webcam interview requires a camera, which is very convenient
nowadays, as most of the laptops have built-in webcams.

The interviewer usually conducts interviews using popular video conferencing applications like Skype,
Zoom Cloud or Google Meet. Familiarizing with these application is an advantage to meet the requirements of
the employer. Practicing the use of webcam can help ensure better focus and face angle. This ensures that you
appear pleasing in the frame of the camera.
Page 53 of 98
BatStateU Purposive Communication

Keep in mind that online interviews are as important as in-person interviews. Your online interview
could get you to the next stage of selection or even a job contract if the company conducts the selection process
online.

Here are some preparation tips that Alison Doyle has suggested for a successful online
interviews.

 Download the software required by the company ahead of time so that you’ll have the opportunity
to get used to it.
 Create a professional username, such as a variation on your real name, as it appears on your resume, if it’s
available.
 Dress professionally even if you are sitting down. Wear nice pants and shoes, as you never know when
you will have to stand up. Plus, dressing the part will help you get your head in the game.
 Clear your workspace and any clutter that is behind you so that it doesn't show up on the screen. You
don’t want your interviewer to be distracted by visual noise in the room or to assume that your
disorganized space is a sign of how you’d perform as a worker.
 Make sure that you are in a quiet room where you will not be disturbed by people, pets, etc. Turn off your
ringer, any alarms, and electronics that are likely to interrupt.
 Have a piece of paper and a pen ready so that you are not scrambling to find them later.
 Have a copy of your resume in your sightline in case you have to refer to dates, job titles, or numbers.
 Smile and focus as much as possible and try to behave as if you’re in a regular, in-person interview.
Look into the camera, listen attentively, and engage with your interviewer. Don’t just wait for your turn to
speak.
 Practice using your webcam equipment before the interview, so you are sure everything is in working order
and that you’re comfortable interviewing on video.

Communicative Learning Activity: Webcam Job Interviews

Form a group of four or five persons and discuss among yourselves the plan of conducting an online job
interview. Assign a task for each member (applicant, HR manager, panelists, etc.).

Present a mock online job interview. You may use Skype, Google Meet, or Zoom application, whichever
is convenient and available for all members. Record your online job interview and submit it to the professor for
evaluation and feedback. Observe time limit for this activity as determined by your professor.

Physical and virtual meetings

The outset of technology and the

advancement of internet connectivity give
favors to many businesses. Business
meetings and contract deals have been eased
by the use of computers and smart phones.

More often, these meeting are now

conducted virtually. Workmates can meet over
telephone conference using cellphone features
and state-of-the-art software
applications, which are commonly known now as Apps.
Page 54 of 98
BatStateU Purposive Communication
Businessmen, investors, entrepreneurs, sales agents and clients can do more business transactions
over video conferencing. However, there are some business enterprises that still use face to face meetings
because they believe they are still effective.

Virtual Meeting and its Benefits

Virtual meetings can be done using technological innovations like computers and software applications.
Doyle (2019) explains that people attending virtual meetings do not need to leave their home or work station. The
meeting can be held over the phone or computer using virtual meeting software like Google Meet, Zoom Cloud,
and Skype.

With these applications, virtual meetings can be done any time, hence the distance is no longer a
problem. Doyle further shares that people can take part in the meeting regardless of where they are. In other words,
they can hold meetings and discuss business concerns without having to travel all the way.

Virtual meetings save time and energy. For

example, when working on a project, the team leader and
his members do not need to travel all the way to the
office to discuss the details during a meeting. This is just
but one of the many other scenarios when virtual
meetings will come easy.

Virtual meetings are also inexpensive.

Everybody only needs a computer, laptop, or smart
phone, a good internet connection, and a professional
virtual meeting software. A good environment adds
favor to effective meeting. This does not need much
money on arranging a meeting place, the facilities
and equipment to be used and organizing transportation
for attendees.

The tenets in online interviews as discussed in previous topics are applicable to virtual meetings.

Face to Face Meeting and its Benefits

Face to face meetings are the usual meetings that are conducted by people in the same venue and in person.
The place can be in the office, at a restaurant, a conference room, or at the coffee shop. Like the virtual
meetings, face to face meeting has it benefits.

Meeting people face to face is freer than it is held online. People can express their thoughts and feelings
using their body language, hand gestures, and facial expressions. Hence, they can communicate better and
misunderstandings are less likely to happen.

When meeting face to face, people have to be at the particular venue at the given time. They will be
attending the meeting and nobody should waste their time. All should observe professionalism and
should not be distracted by other things like phone calls, messages, or other personal or family concerns. They
must observe discipline and keep a serious environment to be able to give the best for the meeting.

Feedback is an important aspect of face to face meeting. Getting feedback from the attendees provides input in the
development of something that requires cooperation and teamwork. Face to

Page 55 of 98
BatStateU Purposive Communication
face is the best for brainstorming and planning. It can establish stronger relationship and create better
teamwork; people can understand each other very well.

Face-to-Face Communication By
Ronel M. Sapungan

As many researches have revealed that effective communication skill takes the top place of the business
skills needed in the company, face-to-face communication and online meetings have been identified as
significant key factors that contribute to their realization. Effective face-to-face communication skills and online
meetings can help you build solid relationships and achieve success in the workplace and in your social life.

Face-to-Face Communication Defined

In in its instructional manual, IT & Business Process Association Philippines (IBAP) presents two definitions of
face-to-face communication:
 Face-to-face communication is the exchanging of information, thoughts, and feelings between the sender
and the recipient.
 Face-to-face communication takes place during one-on-one discussions, informal groups, meetings,
and more.

IBPAP quoted Thill and Bovee’s definition stating that "face to face communication is the richest medium
because it is personal, it provides immediate feedback, it transmits information from both verbal and non-verbal
case, and it conveys the emotion behind the message."

Face-to-face experience
Because face-to-face communication is the richest medium, it offers better understanding of the meaning
of information. It also develops the confidence you need to convey the message during one-on-one discussions,
informal meetings, and many more. You can easily provide feedback because face-to-face communication involves
the elements of effective communication such as the spoken words, tone of voice, and body language.

When you speak, you immediately relate the message easily using facial, expression, hand gestures,
body language, and other non-verbal language. It means that you can easily understand what people say when
you see and hear them. The idea has been validated by the research conducted by Emeritus Albert
Mehrabian, a UCLA psychology Professor who revealed the following findings: That when we converse, …

 Seven (7) percent of meaning is conveyed through the spoken words;

 Thirty-eight (38) percent of communication is credited to how one speaks like tone of voice; and
 Fifty-five (55) percent of communication occurs through facial expression.

Thus, face-to-face communication is highly recommended as vital medium of communication in business

because oral communication is enriched by non-verbal communication. Effective communicators in the
organization or department have to know the elements of good face-to-face communication. They also have to
consider the face-to-face communication in the digital age.

Face-to-Face Communication in the Digital Age

The way communicate at work has changed dramatically in this modern-day digital era.

Distance communication between employer and employee communication is no longer a problem. Teams can
work collaboratively through time and distance, managers or team leaders can work away from home or the
company, and employees can do important office jobs at the comfort of their homes or school library.

Though digital communication and telecommuting have limitations, it still offers rich advantages for the
company and its people. Like many other soft skills, digital communication and telecommuting can’t
be underestimated in organizations. Large or multinational companies have now invested on communication
facilities for more efficient business outcomes. Yet they don’t
Page 56 of 98
BatStateU Purposive Communication
undervalue the power of face-to-face communication that can improve the people, the business product, and
profit.

Megan Baker and Jelena Milutinovic of the Australian Institute of Business suggest the top benefits of face-to-face
communication, and scenarios where digital should be the last choice.

 Stronger working relationships. Your presence at the workplace signifies your interest and cooperation
with your fellow employees. The more familiarity and exposure you have with your co-workers ensure
better interaction. It establishes trust among yourselves and better working relationship. You also
promote a sense community or belongingness. However, in your absence, you can choose email or
teleconferencing to communicate. Phone calls or video calls will keep the connection stronger.

 Perception of thoughts and feelings. Through face-to-face communication you will be able to express
exactly your personal thoughts and feelings. Non-verbal cues or body language are equally important
as the words you say. Effectiveness of hand gestures and facial expressions can easily reinforce
the message you wish to convey. Everything from non-verbal communication contributes to your
attentiveness, engagement, and understanding of your perceptions through face-to-face communication.

 Engagement and innovation. Face-to-face communication enriches the sense of

belongingness and collaboration. It creates a healthy environment that inspires and motivates
employees to be more innovative and productive. Innovations and productivity are important for
employee’s promotion and self-actualization. The environment that promotes engagement and innovation
contributes to company growth and culture.

 Addressing sensitive issues. Face-to-face communication is necessary when discussing pressing

issues or addressing sensitive concerns in the company. When it occurs, you should keep your phone,
stop working on your computer, and make effort to engage with the persons. While communicating
through technology is effective, face-to-face communication is much preferred more importantly when
you are dealing with pressing problems that need urgent solutions.

 Clear and concise communication. Miscommunication or misunderstanding is often minimized

when you do face-to-face communication. You may be giving incorrect information, but you
can immediately correct it for better understanding. In face-to-face interactions, you can easily
persuade your thoughts and perceptions than writing emails.

Face-to-Face and Online Meetings Etiquette

Many companies remain intact and hold both

physical and virtual meetings as essential parts of the
operation to maintain productivity and continuity. As
many may have known the rules in physical
meetings, rules on online meetings may not be as
popular.

Virtual meeting etiquette is a whole new idea

that many people have to learn, compared to face.
To help you keep your meetings productive and
professional, follow these seven
simple virtual meeting etiquette rules that every professional should know.

Page 58 of 98
BatStateU Purposive Communication
1. Know your surroundings

Virtual meetings or online class sessions require a quiet and conducive place where learnings and mutual
understanding can be achieved. Organize the place, free it from distractions, and provide good lighting. Do
not appear that you are inside the cave or less-lighted museum. You want to avoid looking like you are at the
town fiesta because of the pile of clothes and accessories in the corner behind you.

Adjust your place setup so your face favors the light. Make sure that you have a professional background.
It must be work appropriate. This means that no beds are in the background, no messy rooms or open closets, and
no nonsense arts or frameworks.

Free the place from unhealthful noise like screaming child, barking dogs, or honking cars.

2. Dress appropriately

Your attire should be work or school appropriate. Your appearance online is as important as your look
during a face-to-face meeting. Hence, take a few minutes to dress up on a clean cloth and well-brushed hair.
Women may consider putting on a light make-up to look fresh on the screen.

Think that the best part of actually getting ready while working remotely is that you want to be effective
and productive.

3. Listen carefully.

Be an active listener. While attending a virtual meeting, devote your full attention to the meeting.

Leave the computer keyboard alone. Remember that your typing may distract your focus. It prevents you
from devoting your full attention to the details of the meeting. Pick a good headset, your notebook and pen to
take essential notes.

4. Unmute your microphone when you wish to talk.

When you are not going to talk, keep your microphone on the mute mode. The sound you create from
your audio annoys other people attending the virtual meeting. It is really frustrating to hear echo noise or
unnecessary sounds from the surrounding. Other attendees will appreciate you because you want to save them
from ear-splitting noise and help them productive.

Muting your audio when you are not speaking allows other attendees the chance to fit in and share their
views and feelings.

5. Speak clearly

When you join any virtual meeting, introduce yourself and say hello or hi. Make sure that the people in
the meeting hear and notice your presence. Hence, make your voice clear. Modulate it well if necessary to make
you sound pleasant to the ears.

If you come late in the meeting, you may use the chat box to greet the people and to let them know of your
presence.

6. No food, please.

No eating is a strict rule that participants have to observe during the virtual meeting. Chewing
some food or sipping some drinks may show disinterest and may be perceived as unprofessional.

To avoid graving for food during virtual meeting, eat few minutes before the actual time of meeting.

Page 59 of 98
BatStateU Purposive Communication
7. Remain seated and stay present

Stay focused. Be patient staying seated while attending the meeting. Don’t ever try to open your email
inbox or chat with friends on social media messenger.

Doing other things while attending a virtual meeting might distract other participants. You had better turn
off your webcam if there is an emergency or a very important personal needs to attend to.

Writing Correspondence via Print or Email

Business transactions and negotiations are communicated effectively using different channels. In
the advent of computer technology, most business organizations communicate through the internet and platforms
of social media. Despite the efficiency brought by the internet, some companies still utilize the typical
business letters to communicate with other businesses, their clients, and other stakeholders.

Business letters are formal letters used for business-to-business, business-to-client, or client-to-business
correspondence. There are a number of elements to a business letter. These are date and sender’s address,
recipient’s address, salutation, body of the letter, and closing paragraph (Gamble, 2017).

A business letter uses a formal language. The style of the letter depends on the relationship between the
parties concerned. A business letter is written for many reasons. It is used to…
 request direct information or action from another party  order
supplies from a supplier
 identify a mistake that was committed 
reply directly to a request
 apologize for a wrong or simply to convey goodwill.

A business letter is also very useful because it…

 produces a permanent record  is

confidential and formal
 delivers persuasive and well-considered messages

In writing a business letter, the most important element that you need is to ensure its accuracy. You should
know the type of business letter you are writing to be able to determine the accuracy of its details.

Writing Center of the University of North Carolina explained that business writing should be clear and
concise. Hence, in writing you take care that the documents would not turn out to be an endless series of short,
choppy sentences. Keep in mind that your purpose is to communicate the information and be understood by
your reader.

Always consider your audience or the ones who will read your letter. Don’t confuse your reader. Stress specificity
and accuracy. Observe formality and sincere. But don’t be too formal that you Page 60 of 98
BatStateU Purposive Communication
alienate readers, nor too casual that your readers may feel you are insincere or unprofessional. In giving
information that might harm the reader’s feeling, be diplomatic and respectful. The letter should reflect the
unique purpose and considerations involved, like the reader’s feeling and character, when writing in a
business context.

Uychoco and Santos (2018) of Communication for Society Purposive Communication, explained that
business letters should be clear, concise, and organized. Its introductory paragraph should be brief establishing
the content and purpose of the letter. Its middle section should contain the details of the message in logical
order. Its concluding paragraph is short, politely requesting action, thanking the reader, or providing
additional important information.

For beginners, it is a good idea to read or review business letters and emails examples from your office or from
the internet before writing your own. Sample letters of different types are available in many sites in the internet.
Business communication books and manuals also provide good samples for you to review. Examples can help
you see what kind of content or how it is organized in the letter. Examples can also help you learn about the
layout and format of the letter.

Preparing Endorsement and Follow-up Letters

Preparing an endorsement and follow-up letter may be easy to some but, to others this writing tasks
is challenging because these letters are rarely written or seldom required at work.

However, more often, still many people do not know how to write endorsement and follow-up letters. If,
in case, you are tasked to write endorsement or follow-up letter, follow the useful ways below. Online source
WriteExpress provides useful tips that you may consider in writing request and give endorsement letters.

Request an Endorsement

1. State who you are, the name of your company or organization, and your position or role. Remind the
reader of your relationship to him/her, if necessary.
2. Use clear, specific language to request the endorsement (clearly describe what it is that you would like
endorsed).
3. Explain why you are requesting the endorsement, what it will be used for, why you feel that the
endorsement is necessary or why you merit receiving the endorsement, and so forth.
4. Include guidelines for the format, length, or content of the endorsement letter. Also, indicate anything else
that the reader needs to do to provide the endorsement, such as filling out attached forms and the like.
5. Indicate by when you need the letter of endorsement.
6. Consider providing a preaddressed, stamped envelope with your request letter if the endorsement
letter is to be mailed.
7. If you plan to make a follow-up call to the reader, indicate in your letter when you intend to do so.
8. Thank the reader for considering the endorsement.

Give an Endorsement

1. Indicate what or who it is that you are endorsing.

2. Substantiate (or give reasons for) your endorsement.
3. If you are endorsing a person for a particular position, role, job, etc., include how long you
have known the person, in what capacity, the positive qualities of the person that make him/her a suitable
candidate for endorsement (including accomplishments and abilities), etc. Be as specific as possible.

Page 61 of 98
BatStateU Purposive Communication
4. If necessary, indicate the next step that should be taken or what will happen next. Include a time frame, if
appropriate.
5. You may want to include your contact information and offer to give further information upon request.
6. Conclude your letter by summarizing the reasons for the endorsement and by restating your endorsement
of the person or project, etc.

Writing a Follow-up Letter

A follow-up letter is as important as other forms of communication. It is an effective means of establishing

a good relationship between you and the recipient.

A follow-up letter is best written after a business meeting, or a job interview, or after making a great
business contract. It provides an avenue for continued communication and connects the points discussed and
agreed during the previous meeting.

When writing a follow-up letter, make sure to observe grammar flaws and spelling errors. A well-written
follow-up letter can make a great impact on your future career and expected success.

A s you write the follow-up letter, bear in mind that it needs to be fairly formal. Use more appropriate
words and phrases. Write your thoughts straight to the point. Do not go around the bush. Read and proofread
it thoroughly. Use grammar checking tool and a comprehensive spell checker. Keep a good dictionary as your
essential reference for words.

Let's consider some tips from LearnEnglish to help you write a better follow-up letter:

Here are what you need to include:

 Start with your name, address, city and zip code, telephone number. Include next the recipient’s
details. Note that in a follow-up letter you are going to write to the same person you had originally
written to or contacted with.
 Add the salutation.
 In the first line, mention that you had written earlier and haven’t received a response yet. You can
mention here if you had called. Actually, you’ll let him know that you’re re-writing in this line.
 State your request or interest. If you are writing inquiring about a job vacancy for which you had sent a
job application, reiterate your key skills experiences and state why you think you are a great potential.
 Invite for contact and thank for their attention.  Close
with signature.

Here are more things that you’ll need to remember than the actual steps to write the letter:

 Add fresh insights to your old appeal. Don’t write a photocopy of your old letter.
 Take at best 2 days after a meeting or a job interview to write a follow-up letter. Work while the memories
are still fresh in the recipient’s mind.
 If you’ve sent a CV, wait 7 days before sending the follow-up letter. The employer is likely very busy,
hence the late response, so keep your letter short. Do not bring up your whole CV in the letter. Hold the
interest and attention with nice wording, not boring.
 Do not convey negative sentiments in your letter, even if you are frustrated by their speed and sincerity.
 Indicate how you want to proceed next in your letter if you think it is needed.
 Be extremely polite even if you feel like they’ve been ignoring you by ignoring your past letters.

Page 62 of 98
BatStateU Purposive Communication

 To look polished and professional, edit and proofread a couple of times before sending the actual letter.
 If you want, you can attach copies to document proof that you had sent letters earlier.  Follow
up again if required.

Sample Follow-up Letters

Sample A

Hello David,

Thanks for a great meeting yesterday. I feel the presentation was a success, and the feedback from you and
your team was encouraging. Based on some of the points raised by you in the meeting, I had some further
ideas, particularly related to the print media campaign. I hope I can raise them next time we meet.

Speaking of which, how about we schedule another presentation in around a week's time? I can then prepare
the projection reports your team asked for.

I will call you by the end of the week to confirm a meeting time.

Yours Sincerely,

Gareth Ewing

Sample B

Dear Dr. Greg,

It was great speaking with you and the team last time. We are all excited about this new partnership
between your university and ours.

I would like to gently follow up on the memorandum of agreement which we discussed last meeting. Once I
receive the agreement, I will endorse it to our legal department for review, and will return it to you the
soonest so our universities can commence with our activities.

I am looking forward to a productive partnership with you. Cheers!

Best regards,

Dr. Kristoffer

Communicative Learning Activity Writing a Follow-up Letter

Study the example follow-up letter with a poorly written text. Improve it by following steps for writing a
follow-up letter. Write the improved version on the space provided below.

Hey Dave !

I liked giving you my business presentation a couple of weeks back. As I said, we can easily increase your profits
two-fold in the next couple years using my marketing techniques. I guarantee that it. I think we can go ahead and
sign a deal, although I did have some concerns about your partner's resistance to the print media campaign I
outline. Anyway, let's close the deal. Soon! This is Gary.

Page 63 of 98
BatStateU Purposive Communication

WRITING NETIQUETTE

Whether you are writing text messages, emails, memos, letters and posts on social media in a professional
context, you should be familiar with proper etiquette for using the internet. It is called “netiquette.”

What is netiquette? The term refers to THE right

manner or protocol for communication on the Internet.
What we create, post and do via online technologies can
leave a lasting image. The text messages, emails,
photographs or blogs we post on a web page or social
media accounts can create an impression of your
personality. The nasty remarks or reactions you post on your
Facebook page or Tweeter newsfeed may come back to haunt
you later.

In writing in an online environment, you do not only need tact and skill but also an impression
that will boost you character. Awareness that what you are write or post online, which may be there for a long
time, should be considered before writing or posting. The text messages, letters, business proposals, press
releases, or any written communication will represent yourself and your company. Hence, you should observe
the etiquette or protocol of writings that are clear, concise, constructive, and professional.

Listed on the next page are the several guidelines that you may consider before writing and posting
online.

Page 64 of 98
BatStateU Purposive Communication
Texting

Always consider your audience and your company, and choose

words, terms, or abbreviations that will deliver your message
appropriately and effectively.

 Know your recipient.

 Use appropriate symbols and codes. 
Never abuse text messaging.
 Don’t text while driving.

Email

Email is very useful for messages for personal or business purposes. It contains slightly more content than a
text message. In more established companies, they prefer to use with fairly brief messages for efficient and
effective communication.

 Start with proper salutation.

 Use clear, short and specific subject line.
 End with your name, company information and
signature.
 Avoid abbreviations.
 Observe conciseness and good format.
 Reread, revise and review before sending to intended
recipients.
 Reply promptly and use “Reply All” sparingly. 
Avoid using all caps.
 Give feedback or follow up. 
Test provided links.
 Avoid sending emails with large files.

The sample email below demonstrates the principles listed above.

From: Steve Jobs <sjobs@apple.com>

To: Human Resources Division <hr@apple.com> Date:
September 12, 2015
Subject: Safe Zone Training

Dear Colleagues:

Please consider signing up for the next available Safe Zone workshop offered by the College. As you
know, our department is working toward increasing the number of Safe Zone volunteers in our area, and I
hope several of you may be available for the next workshop scheduled for Friday, October 9.

For more information on the Safe Zone program, please visit

http://www.cocc.edu/multicultural/safe-zone-training/

Please let me know if you will attend.

Steve Jobs
CEO Apple Computing
sjobs@apple.com

Page 65 of 98
BatStateU Purposive Communication

Memos

As “in house” or company’s documents, memoranda, or memos, are one of the most adaptable document
forms used in professional settings. They are usually used for asking and giving information, company policy,
business reports and proposals. They are often used to inform but they are sometimes to persuade. Most companies
nowadays use template for their memos and letters.

Memos are “in house” documents (sent within an organization) to pass along or request information, outline
policies, present short reports, and propose ideas. While they are often used to inform, they can also be persuasive
documents. A company or institution typically has its own “in house” style or template that is used for documents
such as letters and memos.

Page 66 of 98
BatStateU Purposive Communication

 Follow strictly the institutional memo format.

 Complete the memo header block. It appears at the top left side of the memo, immediately under the
word Memo or Memorandum. It is always in large, bold and capitalized letters. Place a horizontal line
under your header block, and place your message below.

TO: (Provide the recipient’s full name, and position or title within the organization)

FROM: (Include the sender’s full name and position or title

DATE: (Indicate the full date on which the memo is sent)

SUBJECT or RE: (A brief phrase that concisely describes the main content of your memo)

 Organize the memo message very well. Regardless of the length, memo message should follow an
organization principle. In writing the memo, you should consider the following questions: Do I have to
read this? Why do I have to read this? What do I need to know? What am I expected to do now or later?

The length of a memo can range from a few short sentences to a multi-page report that includes figures, tables,
and appendices. Whatever the length, there is a straightforward organizational principal you should follow.
Organize the content of your memo so that it answers the following questions for the reader:

1. Opening: Do I have to read this? Why do I have to read this? 2.

Details: What do I need to know?
3. Closing: What am I expected to do now?

Letters

Letters are written communications usually sent to intended recipients that are outside the organization.
They are usually printed on letterhead paper bearing the business name, address and contact numbers.

Along with emails and memos, the company still uses letters to communicate formally with a potential
employer (application/cover letter) or introduce a product or service or other purposes (Transmittal letters,
Recommendation letters, Complaint letters, Petition letters etc.)

There are many types of letters and carry different forms and contents. In this lesson, the fifteen
elements of a traditional block-style letter are considered.

Below is the sample letter of transmittal from Technical Writing Essentials by Suzan Last meant to
introduce a technical report to its recipient.

Page 67 of 98
BatStateU Purposive Communication

In writing letters, observe the seven (7) main parts:

1. Letterhead/logo: Sender’s name and return address

2. The heading: names the recipient, often including address and date 3.
Salutation: “Dear ______ ” use the recipient’s name, if known.
4. The introduction: establishes the overall purpose of the letter 5. The
body: provdies the details of the message
6. The conclusion: restates the main point and may include a call to action 7. The
signature line: often includes the contact information

Page 68 of 98