TE2091 SEM2 1S

INFORMATION SHEET WRITTEN INSTRUCTIONAL MATERIALS

MANPOWER DEPARTMENT
TRAINING INSTITUTION

TECHNICAL ENGLISH
Semester 2

First Edition September 2014

Manpower Department Training Institute
http ://www.jtm.gov.my/kurikulum

All Rights Reserved. This document is classified as LIMITED. No part of the Written
Instructional Manual (WIM) may be reproduced in any form without the prior permission of
the Manpower Department (JTM).

This Semester Two learning material is developed for fulltime courses in Manpower
Department Training Institute’s (ILJTM) by WIM Development Committee Members and
had been revised and verified by Curriculum Steering Committee to be applied in all
ILJTM.

WIM Approval Code : WIM/TE2091/22014/S02
Syllabus Approval Code : SFB/TE XO91 /22014
WIM Approval Date : 29 September 2014

ENDORSEMENT OF CURRICULUM COMMITTEE
CLUSTER – GENERAL SUBJECT

Hereby, the Written Instructional Manual (WIM) cluster of General Subject for Technical
English 2 had been revised by curriculum review committee of Manpower Department
and had been VERIFIED in the Curriculum Steering Committee Meeting (MJPK) No. .
2/2014 dated 29 September 2014 . This Written Instructional Manual (WIM) should be
applied from July 2015 in all ILJTM.

.................................................... ....................................................

(SHAHRULNIZAM BIN SHARIP) (SYED MOHAMAD NOOR BIN SYED MAT ALI)
Cluster Chairman Chairman of the

Curriculum Steering Committee

CONTENT

LIST OF COMMITTEE MEMBERS .................................................................................... i
LIST OF ABBREVIATIONS................................................................................................ii
INFORMATION SHEET.................................................................................................... 1

1.0 SPEAKING SKILLS ................................................................................................ 2
2.0 WRITING SKILLS................................................................................................. 16
3.0 JOB APPLICATION .............................................................................................. 61

LIST OF COMMITTEE MEMBERS
TECHNICAL ENGLISH 2

Committee Members :

1. Shahrulnizam bin Sharip ADTEC Bintulu
(Cluster Chairman)
ILP Ledang
2. Waheeda binti Rahmat
(Cluster Assisstant Chairman) ILP Kuala Lumpur
ILP Ipoh
3. Gayathri a/p Sunarun ILP Pedas.
4. Mohanaa a/p Raja Silvan ILP Pasir Gudang
5. Shobaa Menon a/p Narayanan ADTEC Shah Alam
6. Anjitha a/p Kalimuthu ILP Ledang
7. Rosezan binti Abd Rahim ADTEC Batu Pahat
8 Muhammad Hafiz bin Abu Samah
9. Mimi Nora binti Mohd Nor

Secretariat :

1. Norpisah binti Jumin BKT, Ibu Pejabat
2. Ismail bin Mohd Taha BKT, Ibu Pejabat
3. Che Puteh binti Zakaria BKT, Ibu Pejabat
4. Oze Farahmeela binti Otoh BKT, Ibu Pejabat
5. Hamed bin Yacob BKT, Ibu Pejabat

1st Session : 23 - 26 Jun 2014
Date : Hotel Seri Malaysia Bagan Lalang, Sepang, Selangor
Venue
: 9 - 12 Mac 2015
2nd Session : TH Hotel, Penang
Date
Venue

i

LIST OF ABBREVIATIONS COURSE CODE
IS INFORMATION SHEET SEMESTER
WS WORK SHEET
AS ASSIGNMENT SHEET SUBJECT NO.
CREDIT
TE 2 09 1 01 IS
TOPIC NO
TYPE OF WIM

ii

INFORMATION
SHEET

TE 2091 SEMESTER 2

TE-2091-01-IS WIM/TE2091/22014/S02 1

INSTITUSI LATIHAN
JABATAN TENAGA MANUSIA
KEMENTERIAN SUMBER MANUSIA

MALAYSIA

CLUSTER NAME INFORMATION SHEET
NUMBER AND
COMMON SUBJECT– SEMESTER 2
TITLE OF MODUL
LEARNING TE 2091 – TECHNICAL ENGLISH 2

EXPERIENCE 1.0 SPEAKING SKILLS
NUMBER OF THE 1.1 GENRES IN PUBLIC SPEAKING
ASSIGNMENT 1.2 CONVERSATIONAL SKILLS

TERMINAL BY THE END OF THE LESSON, STUDENTS SHOULD BE ABLE
PERFORMANCE TO DEVELOP CONFIDENCE AND ENGLISH LANGUAGE
OBJECTIVE (TPO) FLUENCY IN 3 MAJOR AREAS. THE FIRST IS DEVELOPING
SPEAKING SKILLS BY IMPLEMENTING VARIOUS GENRES AND
ENABLING TECHNIQUES TO BE APPLIED IN REAL WORKING LIFE.
OBJECTIVE (EO) SECONDLY, ENHANCING WRITING SKILLS BY APPLYING THE
RIGHT FORMAT BASED ON THE INFORMATION TO PREPARE
FORMAL DOCUMENTS. THE THIRD IS CULTIVATING JOB
APPLICATION SKILLS BY GUIDING STUDENTS IN PREPARING
AN APPROPRIATE COVER LETTER, CURICCULUM VITAE AND
PREPARATION FOR JOB INTERVIEWS.

APPLY EXCELLENT COMMUNICATION SKILLS BY
IMPLEMENTING VARIOUS GENRES IN PUBLIC SPEAKING AND
TECHNIQUES IN CONVERSATIONAL SKILLS SO THAT GOOD
COMMUNICATION SKILLS CAN BE DEVELOPED.

TE2091-01-IS WIM/TE2091/22014/S02 2

1.0 SPEAKING

1.1 Genres in Public Speaking
1.1.1 Introduction
When we fear public speaking or are required to give a speech
you may ask yourself why is public speaking important? Believe it
or not but public speaking is one of the most important skills you will
ever develop in your life.

Public speaking is so important that it could be the deciding
factor in many things such as your career development, your business
growth and even in the relationships you have with your friends and
family. Public speaking is a skill worth learning.

Throughout history it has been public speaking that has united
people and caused great change, both positive and negative. Public
speaking is important, both in history and in your life.

1.1.2 Types of genres

A) Informative Speaking
Informative speaking generally centers on talking about people,

events, processes, places, or things. Informing an audience about one
of these subjects without being persuasive is often a difficult task to
complete. For example, a speech informing an audience about
growing peace lilies as houseplants might ultimately persuade the
audience to buy and grow peace lilies. All speech has an effect that
might enable individuals to self-persuade themselves. The line walked
during an informative speech, as opposed to a persuasive speech, is
to not make persuasion an explicit and obvious goal. An informative
speech on peace lilies might cover both the advantages and
disadvantages of these houseplants; a persuasive speech would take
a firm position on the virtues of peace lilies.

TE2091-01-IS WIM/TE2091/22014/S02 3

Tips for informative speaking:

i. Analyze the audience.
What can the audience be reasonably expected to know? If

talking to a field of medical professional about cloning, they likely know
the basics of DNA. An audience of lay people might not be so fluent in
the language of biomedical engineering, and so basic concepts like
this will have to be explained. Never presume that an audience has a
thorough background in the subject.

ii. Use appropriate language
What are the norms for speaking style for the audience? If

they expect lots of jargon and specialized language, the speech should
be prepared with such language or else the audience will feel like they
are being talked down to. If the audience is unfamiliar with these
technical terms, avoid using them or introduce them with an
explanation of what they mean.

iii. Explain the importance of the topic
Why should the audience listen? Will this information improve

their lives in some meaningful way? Especially with a captive
involuntary audience, a speaker must establish a connection between
their topic and the interests of the audience.

iv. Express interest in the subject material
Why should an audience listen if the speaker seems just as

bored as they do? A speaker who confesses their own interest in the
topic might activate the audience to share a similar interest.

v. Be specific
Informative speeches thrive on detail, and dive on generalities.

If speaking about basket weaving, carefully note what types of
weaving materials work and do not work for basket making. Audiences
are often impressed by detail, but be careful not to become so detail-
oriented that the big picture of the speech is lost (missing the forest for
the trees).

TE2091-01-IS WIM/TE2091/22014/S02 4

B) Persuasive Speaking
Persuasive speaking is the type of speaking that most people

engage in the most. This type of speech can involve everything from
arguing about politics to talking about what to eat for dinner.
Persuasive speaking is very connected to the audience, as the
speaker must, in a sense, meet the audience halfway. Persuasion,
obviously, is not entirely controlled by the speaker--persuasion occurs
when an audience assents to what a speaker says. Consequently,
persuasive speaking requires extra attention to audience analysis.

Traditionally, persuasion involves ethos (credibility), logos
(logic), and pathos (emotion). By performing these three elements
competently, a speaker can enhance their persuasive power.

Tips for Persuasive Speaking

i. Recognize that the audience is constantly processing what
the speaker is saying
Nonverbal reactions are common for an audience listening to a

persuasive speech--a furrowed brow, nodding head, or rolling eyes
can be signals from audience members that they either like or dislike
what the speaker is saying. Acknowledging these nonverbal reactions
can help a speaker explain more in detail certain points.

ii. Identify the target audience
In almost any persuasive speaking situation, there will be a

subset of the audience that agrees, that disagrees, and that are
undecided about the topic. Preaching to the choir--speaking to
persuade those that already believe the speaker--might consolidate
the audiences' beliefs but has little benefit beyond that. Trying to
persuade the segment of the audience that adamantly disagrees with
the perspective voiced is generally unlikely (though not unheard of).
Therefore, a speaker ought to focus on the part of the audience that is
undecided on the issue. Speaking more directly to this group of
undecided allows a speaker to tailor their speech more towards their
concerns.

TE2091-01-IS WIM/TE2091/22014/S02 5

iii. Pre-empt common objections
Many audience members might be skeptical of the viewpoint

advanced by a presenter. Consequently, an orator ought to
acknowledge and respond to these objections within the speech. This
approach might answer some of the questions that audience members
might be asking of themselves.

iv. Most persuasive speeches concern questions of fact,
value, or policy
Issues of fact are similar to informative speeches in that they

review findings. The difference is that persuasive speeches make
judgments about which findings are accurate. Issues of value tackle
the time-honored questions of what is good, right, or beautiful. Values
can be individually, communally, or nationally held, and are thus
contentious and often clashing. Issues of policy concern what actions
should be taken to resolve a particular problem. Policy questions posit
a problem and a solution.

v. Articulate the goals of the speech
Does the speaker want the audience to sign a petition, write

their legislator, boycott a product, talk to their friends, buy a certain
product, or take some other tangible action? Oftentimes, the
conclusion enables a speaker to make a call to action that is the
culmination of a persuasive speech.

C) Commemorative Speaking
Commemorative speeches are sometimes known as

"ceremonial" or "epideictic" speeches. At the most basic level,
commemorative speeches pay tribute or praise a person, an
institution, an event, idea, or place. Their focus is on VALUES. All
societies hold certain values central to human existence: beauty,
loyalty, wisdom, kindness, tradition, success, innocence, experience,
and courage, for example. The commemorative speech will celebrate
these values. Types of commemorative speeches include the eulogy,
the speech of nomination, the speech of goodwill, the wedding toast,
and the award acceptance speech.

TE2091-01-IS WIM/TE2091/22014/S02 6

Please note that the commemorative speech is not just
informative. Thus, a speaker would not just give a biography of
Ghandi, but rather would celebrate who he was, why he was worthy of
praise, and encourage the audience to celebrate those values.

Tips for Commemorative Speech

The main intent of commemorative speaking is either to commemorate
or pay tribute to a person, group, place/institution, idea, monument, or
event. Your function as a speaker is to highlight the reasons for the
occasion, express the sentiments held by everyone involved in the
celebration, commemoration, and tribute, and arouse your audience
with an inspiring speech. Use the principles of ceremonial/special
occasion and commemorative speaking outlined here to help you
write, organize, and deliver your commemorative speech.

a. Create a ceremonial speech that is short and eloquent
Except for those times when you are the primary speaker, keep

your ceremonial speech short; from one to five minutes long. Because
of this brevity, choose ideas and words that will have a dramatic effect
and practice your delivery so that you can convey the appropriate
meaning and feeling of your speech. Also, use a climactic
organizational pattern and intonation, particularly when concluding the
speech.

b. Adapt your speech to the occasion and the person, place,
or event you are celebrating.
Base the content, language, and delivery of your speech upon

the nature of the occasion, the personality of the honoree or the
character of the event commemorated, and your audience's
sentiments towards the celebrated person or event. For instance, if
you are presenting a prestigious award at a formal awards ceremony
or commemorating a solemn occasion, use a formal style of language
and a serious tone of voice. However, if you are giving an anniversary
speech to close friends at a small dinner or a testimonial on behalf of a
gregarious friend, use informal language and a more sentimental or
whimsical tone.

TE2091-01-IS WIM/TE2091/22014/S02 7

c. Consider the emotional needs of your audience and
attempt to fulfill these needs with your speech.
Determine whether your speech should create a festive mood,

convey respect for the honoree's accomplishments, allows your
audience to grieve, or humor your audience and use appeals and a
style of language and speaking that will fulfill these needs.

d. Focus more on conveying your emotions, respect, and
sincerity than providing a great deal of information about
the honoree.
In so far as the majority of your audience will already be

familiar with the honoree, your main intent is not to inform or persuade
but to inspire and celebrate. However, you will still want to reacquaint
your audience with the achievements of the celebrated so that you can
strengthen their respect and admiration for the person, place, or event
being celebrated. To achieve both the purposes of informing and
inspiring your audience, try to be creative with your explanations and
descriptions rather than simply informative.

e. Unify your audience around emotions and sentiments you
commonly share for the commemorated.
For instance, narrate a personal experience involving the

honoree, quote an expression she always uses, or describe one of her
everyday activities that depicts a value or characteristic of the honoree
with which everyone can empathize. Likewise, try to describe the
enthusiasm, disappointment, and camaraderie felt by people who have
worked together on behalf of a cause, organization, or event so that
they and others can re-experience these feelings through your speech

f. Make specific references to the particular characteristics
and contributions of the honoree.
Do not generally state that the honoree has a good character

and many achievements; rather, cite specific examples of the
honoree's virtues and accomplishments so that your audience
recognizes her unique qualities and contributions. Moreover, to bring
greater insight into the honoree, describe a relatively unknown
achievement or offer an original interpretation of one of her attributes.

TE2091-01-IS WIM/TE2091/22014/S02 8

g. Balance your adulation of the honoree's professional
accomplishments with praise for her personal
achievements.
Although your speech should concentrate on the honoree's

professional work, you should also mention those activities related to
honoree's personal life that she, herself deems important. For
instance, describe her family life, community activities, or work with
non-profit organizations.

h. Do not understate or exaggerate your emotions or praise
for the honoree.
Avoid falling back upon overused cliches or trite statements to

reflect your sentiments. Rather, try to express your feelings in a more
innovative way. Never, however, attempt to give a speech if you will be
unable to control your emotions. This only creates an awkward
situation for both you and the audience and diverts attention away
from the commemorated. Lastly, do not exaggerate your praise for the
honoree to the point of embarrassing her or making your audience feel
uncomfortable.

Letteri, R. (1997). A handbook of public speaking. (2nd. ed.). New York: Cummings
Hathaway Publishers.

TE2091-01-IS WIM/TE2091/22014/S02 9

1.2 CONVERSATIONAL SKILLS

Conversation is the basis for social relationships. It is through
conversation that we learn about others and develop shared experiences.
However, many conversations do not develop entirely as desired. There may
be misunderstandings or an undesired ending of the conversation. Such
things cannot always be avoided. But a good preparation of a conversation
can enhance the quality of a conversation. In this topic students learn on:-

1. The various factors, which determine a conversation.
2. The basic skills which support the preparation and leading of a

conversation.
3. Uses the assertive skills in conversation.
4. Uses the active listening skills.
5. Importance during the preparation of a conversation

Communication always gets confused with conversation. In fact, the
two are distinctly different. A conversation is full of pleasantries could be
devoid of any useful information, whereas communication is meant only, for
the exchange of information. It is very important to realize that communication
is a two-party affair which aims at passing on or receiving a specific piece of
information.

1.2.1 Process in Conversational Skills

Step 1: Identifying Your Trouble Spots

Below are some questions that you may want to ask yourself to
identify the areas you want to work on:
 Do I have trouble starting conversations?
 Do I quickly run out of things to say?
 Do I tend to say “yes”, nod, and try to keep other people talking

to avoid having to talk?
 Am I reluctant to talk about myself?

TE2091-01-IS WIM/TE2091/22014/S02 10

Tips for Starting a Conversation:

Start a conversation by saying something general and not too
personal, for example talk about the weather (“Gorgeous day, isn’t
it?”), pay a compliment (“That sweater looks great on you”), make an
observation (“I noticed that you were reading a book on sailing, do you
have a boat?”), or introduce yourself (“I don’t think we have met,
I’m...”).

You don’t need to say anything extremely witty. It’s better to be
sincere and genuine. Once you have talked for a while, especially if
you have known the person for some time, it might be appropriate to
move on to more personal topics, for example, relationships, family
matters, personal feelings, spiritual beliefs etc…

Remember to pay attention to your nonverbal behaviour -make
eye contact and speak loudly enough that others can hear you!

Tips for Keeping a Conversation Going:

Remember that a conversation is a two-way street – don’t talk
too little, or too much! As much as possible, try to contribute to about
one-half of the conversation when speaking one on one.

Disclose some personal information about yourself, such as
your weekend activities, your favourite hockey team, or a hobby or
interest. Personal information does not need to be “too personal”; you
can start with giving your opinion about movies and books, or talking
about things that you like doing.

Try to show a little vulnerability: it can even be OK to admit that
you are a bit nervous (for example, “I never know what to say to break
the ice”, or “I’m always so nervous at parties where I hardly know
anyone”). However, sometimes disclosing too much too soon can put
others off.

TE2091-01-IS WIM/TE2091/22014/S02 11

Ask questions about the other person, but when you are first
getting to know someone, try not to ask questions that are too
personal. Appropriate questions might to be ask about their weekend
activities, their preferences, or their opinion about something you said.
For example, “How do you like that new restaurant?”

Try to ask open-ended questions rather than close-ended
questions. A close-ended question is one that is answered by a few
words, such as yes or no, for example, “Do you like your job?” In
contrast, an open-ended question elicits much more detail; for
example, “How did you get into your line of work?”

Do I talk too much when I’m

Remember: People generally like to talk about themselves,
especially if the other person is showing genuine interest.

Tips for Ending a Conversation:

Remember, all conversations end sometime – don’t feel
rejected or become anxious as a conversation nears its end! Running
out of things to talk about doesn’t mean you are a failure or that you
are boring.

Think of a graceful way to end the conversation. For example,
you can say that you need to refill your drink, catch up with another
person at a party, get back to work, or you can promise to continue the
conversation at a later time or date (for example, “Hope we’ll have a
chance chat again” or “Let’s have lunch together soon!”)

Step 2: Experiment with and Practise Your Conversation Skills

The next time you have an opportunity to practice starting or
ending a conversation, try breaking some of your normal patterns. For
example, if you tend not to speak about yourself, try to share your
thoughts and feelings a bit more, and see what happens. Or, if you

TE2091-01-IS WIM/TE2091/22014/S02 12

tend to wait for the other person to end the conversation, try a graceful
exit yourself first.

Below are a few suggestions for some practice situations:

 Speak to a stranger: For example, at a bus stop, in an
elevator, or waiting in line.

 Talk to your neighbours: For example, about the
weather or something going on in the neighbourhood.

 Interact with co-workers: For example, chat with co-
workers on your coffee break or in the staffroom at
lunch.

 Have friends over for a get-together: For example, invite
a co-worker or acquaintance over, meet someone for
coffee, or throw a birthday party for a relative. Make
sure you interact with your guests!

 Try giving a compliment: Resolve to give at least two
compliments each day – preferably ones that you would
not normally give. But remember to always be sincere:
only pay a compliment to someone if you truly believe
what you are saying.

5 Important Skills in Conversational Skills

 Ask open-ended questions
 Keep the conversation going with small talk
 Be aware of your internal monologue, and try to keep it

positive
 Respond thoughtfully to awkward or silent moments
 Maintain a good equilibrium of comments and questions

TE2091-01-IS WIM/TE2091/22014/S02 13

1.2.2 CommunIcative Skills

Time, Date, or Season

 I can’t believe it’s already January! Did you make any New
Year’s Resolutions?

 I hate when we switch from daylight savings time to standard
time. It gets dark so early, and it means I can’t go running after
work. What have you been doing to stay active?

 It’s been so hot out, and my apartment doesn’t have an air
conditioner. How have you been staying cool?

 The start of the school year always creeps up on me. Have you
started back-to-school shopping yet?

Location

 This hotel has such a nice view! How’s the view from your
room?

 I’m excited to try this new restaurant. Have you ever been here
before? What did you think of it?

 I’ve just moved to the area. Any tips on fun things to do over
the weekend?

 We just got back from a trip to San Francisco to visit our
daughter. Do you travel often?

Weather

 It’s nice that we haven’t gotten much snow this year. I’ve never
been able to stand cold weather. Do you enjoy the snow?

 We’ve been going to the pool a lot lately since it’s been so hot
out. Have you been able to swim at all this week?

 I love it when the weather starts to get cooler in the fall. It’s so
nice to be able to wear sweaters and boots again!

 Spring is definitely my favorite season. What’s your favorite
time of year?

TE2091-01-IS WIM/TE2091/22014/S02 14

Pop Culture

 I went to an awesome concert yesterday! Do you like country
music? Who’s your favorite singer?

 My family and I went to the Eagles game last weekend. It was
a blast! Who’s your favorite football team?

 I couldn’t believe what happened on last week’s episode of
Mad Men! Do you watch the show? What’s your favorite TV
series?

 Are you going to the Zac Brown Band concert tomorrow? I saw
them live last year, and they were great!

Upcoming Events

 I go visit my parents on the East Coast every Christmas. Will
you be traveling over the holidays?

 What are your plans for Super Bowl Sunday? My friends and I
usually have a big barbecue and watch the game.

 Are you going to the company Holiday Party this weekend? I
hear there’s going to be a live band this year.

 My son’s birthday party is this weekend. I always forget how
much planning it takes! What do you do for your kids’ birthday
parties?

TE2091-01-IS WIM/TE2091/22014/S02 15

INSTITUSI LATIHAN
JABATAN TENAGA MANUSIA
KEMENTERIAN SUMBER MANUSIA

MALAYSIA

INFORMATION SHEET

CLUSTER NAME COMMON SUBJECT– SEMESTER 2

NUMBER AND TE 2091 – TECHNICAL ENGLISH 2
TITLE OF MODUL

LEARNING 2.0 WRITING SKILLS
EXPERIENCE

NUMBER OF THE 2.1 MEMO
ASSIGNMENT 2.2 REPORT
2.3 MINUTES OF MEETING

TERMINAL BY THE END OF THE LESSON, STUDENTS SHOULD BE ABLE TO
PERFORMANCE DEVELOP CONFIDENCE AND ENGLISH LANGUAGE FLUENCY IN 3
OBJECTIVE (TPO) MAJOR AREAS. THE FIRST IS DEVELOPING SPEAKING SKILLS BY
IMPLEMENTING VARIOUS GENRES AND TECHNIQUES TO BE
APPLIED IN REAL WORKING LIFE. SECONDLY, ENHANCING
WRITING SKILLS BY APPLYING THE RIGHT FORMAT BASED ON
THE INFORMATION TO PREPARE FORMAL DOCUMENTS. THE
THIRD IS CULTIVATING JOB APPLICATION SKILLS BY GUIDING
STUDENTS IN PREPARING AN APPROPRIATE COVER LETTER,
CURICCULUM VITAE AND PREPARATION FOR JOB INTERVIEWS.

ENABLING PREPARE REPORT,MEMO AND FORMAL LETTER BY APPLYING
OBJECTIVE (EO) THE RIGHT FORMAT BASE ON THE INFORMATION ACCORDING TO
THE SITUATION AND CONDUCT MEETING,PREPARE THE MINUTES
BY USING THE CORRECT LANGUAGE AND TERMINALOGY AS
WELL AS UTILIZED THE ROLES OF PARTICIPANTS SO THAT THE
MESSAGES CAN BE DELIVERED ACCURATELY.

TE2091-02-IS WIM/TE2091/22014/S02 16

2.0 WRITING

INSTRUCTIONAL AIMS:
The objectives are to ensure student’s ability to distinguish between types of technical
writing like memos, formal letters and reports in order to apply in the industry.

INFORMATION:
According to Wikipedia,

A memorandum or memo is a document or other communication that helps the
memory by recording events or observations on a topic, such as may be used in a
business office. A memorandum may have any format, or it may have a format
specific to an office or institution. They could be one page long or many. At its most
basic level, a memorandum can be a handwritten note to one's supervisor.

Reports are documents which present focused, salient content to a specific
audience. Reports are often used to display the result of an experiment, investigation,
or inquiry. The audience may be public or private. Reports are used in government,
business, education, science, and other fields. Reports often use persuasive
elements, such as graphics, images, or specialized vocabulary in order to persuade
that specific audience to undertake an action. One of the most common formats for
presenting reports is IMRAD: Introduction, Methods, Results and Discussion. Reports
are not required to follow this pattern, and may use alternative patterns like the
problem-solution format. Additional elements often used to persuade readers include:
headings to indicate topics, to more complex formats including charts, tables, figures,
pictures, tables of contents, abstracts, summaries, appendices, footnotes, hyperlinks,
and references. Some examples of reports are: scientific reports, auditor's reports,
workplace reports, trip reports, progress reports, investigative reports, appraisal
reports, inspection reports, etc.

TE2091-02-IS WIM/TE2091/22014/S02 17

2.1 Memo
When you write a memo in industry or for a class assignment, it is important to
have your audience and purpose clearly defined, because this will help you
determine what information to include.
Generally memos follow a particular format, although your instructor or company
may require you to use alternative formats.

2.1.1 Introduction

A) Definition of a Memo
A memo is a document typically used for communication within a

company. Memos can be as formal as a business letter and used to
present a report. However, the heading and overall tone make a memo
different from a formal letter. Because you generally send memos to co-
workers and colleagues, you do not have to include a formal salutation or
closing remark.

B) Purpose of a Memo
Usually you write memos to inform readers of specific information.

You might also write a memo to persuade others to take action, give
feedback on an issue, or react to a situation. However, most memos
communicate basic information, such as meeting times or due dates.

While memos are a convenient channel to communicate, it is
always necessary to determine if a meeting is more appropriate. For
example, pretend your team needs to make a very important financial
decision. A memo can ask for that information from team members and
request a response by a specific date.

By meeting with everyone, however, you not only get to hear final
decisions but the rationale behind them. In fact, new ideas may stem from
face-to-face discussions. By writing a memo in this scenario, you may
never invent alternative ways of solving the problem.

Before writing a memo, outline what your purpose is for doing so,
and decide if the memo is the best communication channel.

TE2091-02-IS WIM/TE2091/22014/S02 18

C) Audience Analysis

The typical audience for a memo is your co-workers and
colleagues. However, in the age of downsizing, outsourcing, and
teleconferencing, you might also write memos to employees from other
companies working on the project, or other departments within your
company.

This is why knowing your audience is very important when writing
a memo. For example, if your audience is generally familiar with you
professionally and/or your role in the project, it is not necessary to provide
a detailed background about your purpose. If they are new to the project,
provide detailed background information so that they understand the
situation and can provide constructive feedback if desired.

It is helpful, however, to inform readers about the context. In other
words, do not only write that a meeting will take place by listing the date
and time. Inform why the meeting is occurring in the first place. Also, do
not assume that your readers have contact information. Always include
some way for them to get in touch with you and other members of the
team working on the project.

As a student, you may have to write memos to your instructor or
classmates. When composing academic memos, consider what this
audience already knows about the subject. For example, if you are writing
a memo for a paper, does your audience already know what the paper is
about? What further information do they require to provide understanding?

When writing a memo, consider the audience's knowledge of the
topic and previous experience, and draft your memo to take care of those
needs.

TE2091-02-IS WIM/TE2091/22014/S02 19

2.1.2 Format of Memo

A) General Format
When you write a memo, you will follow a general format.

Your instructor or company may have specific requirements that
you must use. For instance, a company might have a particular
way of presenting a heading or may even use a specific type of
letterhead or logo.

However, usually a memo has a "to," "from," "subject," and
"date" entry.

B) Heading
A memo's heading provides information about who will receive the
memo, who is sending the memo, the date, and the memo's
subject. This information may be bolded or highlighted in some
way. For example:

TO:
FROM:
DATE:
SUBJECT:

Additionally, you might also initial your name in the "FROM" line to
indicate that you gave the memo a final approval. Sometimes
organizations specify how to fill out the headings. If you are
unsure, it may be a good idea to include your job title and your
readers. The memo will then be informative to someone new to the
situation, or someone who received the memo after it was passed
on from the original reader.

C) Message
Memos are reproduced and exchanged rather freely, and it is
common for a reader to receive a memo that is only marginally
relevant to him or her. This is why it is important that the first
sentence of the memo should answer that question with a purpose
statement. The best purpose statements are concise and direct.

TE2091-02-IS WIM/TE2091/22014/S02 20

Your memo's message should also provide a context for readers.
In other words, always tell your readers why you are writing.
Consider the following questions:

Is your memo a result of a situation? For instance, "As a result of
yesterday's meeting..." Is your memo a reminder? For example,
"The Proposal is due July 2."

By providing context for your readers, you avoid being asked to
provide that information later. Also, you should always include your
contact information at the bottom of your message. This can be
your phone number or e-mail address.

D) Tone
Since you typically send memos to those working within your
company, you can use a more informal tone than you would if you
were writing a formal letter. For example, you might refer to your
colleagues by their first names or use humor. However, always
keep in mind that you still need to be professional. Ask yourself
how the company's president would react to your memo. If you
would be embarrassed to have the president read your memo,
consider changing or eliminating information.

E) Length
Memos are generally short, concise documents. However, you
may have to write longer memos, depending on your topic. For
example, a memo might present the new guidelines for a specific
office task. Obviously, if you have over forty guidelines, the memo
will be more than a page. Some memos might even introduce a
short report. In this case, you might include the report in the
memo, or the memo might be a separate document, introducing
the report.

TE2091-02-IS WIM/TE2091/22014/S02 21

F) Format Guidelines
Regardless of the style, memos generally have similar format
characteristics, unless otherwise specified by your professor or
company. Listed below are some basic guidelines that can help
you create a memo:

Memos have one-inch margins around the page and are on plain
paper. All lines of the memo begin at the left margin The text begins
two spaces after the subject line The body of the memo is single-
spaced, with two spaces between paragraphs Second-page
headings are used, as in formal letters The second page includes
who the Memo is to, the page number and the date. The sender
usually signs the Memo using initials, first name, or complete name.

2.1.3 Types of Memo
Each memo is written for a specific purpose to a specific audience.
The purpose and audience for your memo will help to guide what
type of memo you will write.

A) Directive Memo
A directive memo states a policy or procedure you want the reader
or co-worker to follow. The length of the memo depends on how
much space is required to properly explain the procedure. The
body of the memo should begin with a clear, concise sentence that
states the purpose of the memo. For example:
"The purpose of this memo is to let all members of the ABC
department know that doughnuts will be provided every Friday
morning at 8 a.m."

You then provide statements that explain the rationale for such a
decision or procedure.

TE2091-02-IS WIM/TE2091/22014/S02 22

A. Example Directive Memo

MEMORANDUM

TO: Design Team #362
FROM: W.B. Working
DATE: May 27, 2013
SUBJECT: Project Schedule

As a result of yesterday's meeting, I suggest we follow the project schedule listed below.
Remember, we must submit a Proposal by noon on July 2.

Schedule

Task Completion Date

Divide research into groups and compile information June 6

Review designs from Kate and Bill. June11

Write Proposal June 23

Review Proposal June 26

Submit Proposal for printing June 27

B) Response Memo

The purpose of this memo is to provide the audience with desired
information. It usually has five parts:

 Subject

 Purpose
 Summary

 Discussion

 Action

Begin this memo with a short paragraph stating the purpose, which
is always to respond to a request for information. Next, summarize
the information requested.

Third, in a discussion section, point out to the reader any important
information that you feel should be highlighted or stressed.

Finally, in the action section, state any additional action you are
going to take or feel should be taken to properly address the
original request for information.

TE2091-02-IS WIM/TE2091/22014/S02 23

B. Example Response Memo

MEMORANDUM

TO: Design Team #362
FROM: W.B. Working
DATE: May 27, 2013
SUBJECT: Project Schedule

Purpose: This memo responds to your request that the weekly meeting be moved from 9am
to 10am.

Summary: 1. This request is satisfactory as long as it is approved by management.

Discussion: 1. Management usually has no problem with the individual time changes in
meetings, as long as meeting minutes are turned in by noon to Cathy.

Action: I have asked Cathy if she thinks this would be a problem and she said no, so all
we need to do now is get approval from Steve.

C) Trip Report Memo

A trip report memo is usually sent to a supervisor after an
employee returns from a business venture. The structure is
listed below:

 Subject

 Purpose
 Summary

 Discussion

 Recommendation

Begin this memo with a short paragraph stating the purpose, which
is always to provide information on your trip.

Next, summarize the trip. Remember, the reader is usually not
interested in a detailed minute. Instead, take the time to write
a clear and concise outline of your trip.

Third, in a discussion section, point out to the reader any important
information that you feel should be highlighted or stressed.

Finally, in the action section, state any additional relevant
information you have come across since returning from the
trip or any recommendations you might have for the reader.

TE2091-02-IS WIM/TE2091/22014/S02 24

C. Example Trip Report Memo

MEMORANDUM

TO: Design Team #362
FROM: W.B. Working
DATE: June 27, 2013
SUBJECT: Weekly Meeting

Purpose: This memo presents my impressions of the meeting last week.

Summary: In general, I felt that the meeting went well and much progress was made.

Discussion: Barb and Jeff were able to make progress on the graphics and should have
them finished next week.

Kyle and Sandy are on Chapter 2 of the user manual.

Recommendation: Kyle will meet Jeff to see how they want the graphics integrated into the text.

D) Field Report Memo

Memos are often used to report on inspection and
procedures. These memos, known as field or lab reports,
include the problem, methods, results, and conclusions,
but spend less time on the methods section. A field or lab
report memo has the following structure:

 Purpose
 Summary
 Problem leading to the decision to perform the

procedure
 Methods
 Results
 Conclusions
 Recommendations

TE2091-02-IS WIM/TE2091/22014/S02 25

D. Example Field/Lab Reports Memo

MEMORANDUM

TO: Dean of Journalism
FROM: Steve Tan
DATE: June 27, 2013
SUBJECT: Computer Lab

Purpose: This memo presents the findings of my visit to the computer lab at Clark
C252.

Summary: In general, I felt that the lab needs much new equipment and renovation.

Problem: The inspection was designed to determine if the present equipment was
Methods: adequate to provide graduate students with the technology needed to
perform the tasks expected of them by their professors and thesis
research.

I ran a series of tasks on SPSS and WordPerfect and recorded memory
capacity and processing time for each task.

Results: The inspection found that the hardware used to run the computers is
outdated and that the computers itself are very slow.

Conclusions: This lab is inadequate for the everyday needs of graduate students in this
department.

Recommendations: Four new computers running on Windows98 and a processing speed of at
least 233mhz should be purchased immediately.

TE2091-02-IS WIM/TE2091/22014/S02 26

2.2 Reports

2.2.1 Introduction
Reports may vary from a few sentences in a memorandum or on
a preprinted form to several volumes in bound folders, but all
share common elements of organization, format and
presentation. The word report denotes a function (to convey
information) as well as a format (formal report, short report,
memo report, oral report and etc). Like any form of
communication, reports should not cover too much information or
include material unrelated to the main topic. Reports have three
main purposes : (1) to convey information, (2) to summarize
activities and (3) to make recommendations. Interim or status
reports record activities to date without need for conclusion.
These reports are helpful in gauging progress and future needs.
Final reports include analysis and conclusions, summarizing all
activities and making recommendations when relevant

A) Audience

The primary audience of reports (Figure 1) may be superiors
who will use the information to make a decision, peers who
need to see a description of current activities or stockholders
who need a financial review and summary of activities and
subordinates who need to follow the recommendations
approved by superiors. Before you write, determine your
audience. Are you writing upward to superiors, downward to
subordinates, or laterally to peers or to the general public? For
any audience, the tone of reports should remain factual and
reportial to remove personal bias.

TE2091-02-IS WIM/TE2091/22014/S02 27

Report Upward Peers
writer Superior Public

Subordinate

Downward
Figure 2.1 : Audience of a report

2.2.2 Types of report
Table 2.1 : Types of Report

NO TYPES OF REPORT DESCRIPTION
1 Incident Report
2 Accident Report A report describing something that has happened

3 Sales Report A report describing how someone was hurt or
something was
4 Progress Report damaged
A report describing how many goods or services
5 Feasibility Study / were sold
Report and the reasons for any differences from the plan
A report describing how close you are to
6 Recommendation completing
Report something you planned

7 Site A report on how practical a proposal is

8 Case Study A report on what your organisation should do

A report on what has happened in a place and
how close
your organisation is to finishing construction
An academic report on how and why something
has changed
over time

TE2091-02-IS WIM/TE2091/22014/S02 28

When To Write A Report?

When you need to - convey essential information
- put forward ideas or suggestions
- influence decisions or determine changes
- provide solutions to existing problems
- report certain findings

2.2.3 Elements Of A Good Report

 is short, precise, concise 
 contains relevant factors and information 
 presents information distinctively and systematically 
 uses language that is

 clear
 concise
 cohesive
 objective
 readable
 appropriate

A) Collecting Information

TE2091-02-IS WIM/TE2091/22014/S02 29

 reading
 listening
 experimenting
 talking
 observing
 surveying
 evaluating

2.2.4 Format of a Report

The word report describes a variety of documents. An informal
report can be list of current activities, a discussion of procedures,
a review of future courses of action, or any subject requiring
detailed information. This type of report is informal because it has
no prescribed format. A formal report must include specific
elements prescribed by convention or by established guidelines.

Since many companies and government agencies publish report
guidelines, it is always wise to ask for samples or style guides
before writing. Audience also helps to determine format,
especially when a massive amount of material must be
summarized in a readable fashion.

TE2091-02-IS WIM/TE2091/22014/S02 30

EXAMPLE OF THE OUTLINE OF AN ANALYTICAL REPORT
Report on the Inquiry into the Collapse of the Global Hotel
1.0 Introduction

1.1. Background
1.2. Terms of Reference
1.3. Scope
2.0 Findings According to Each Party Involved
2.1. Structural Engineers’ Reports

a. Shun Huat Building Contractors
b. AWS Structural Engineers
2.2. Architects’ Reports
a. IOB Architects
b. Li & Li Architects
2.3. Report from Building Control Division
2.4. Report from Public Utilities Board
a. Water Tanks
b. Electricity Loading
2.5. Report from Underground Metro Corporation
2.6. Eye Witnesses’ Reports
a. Hotel Employees
b. Hotel Occupants
c. Passers-by
3.0 Conclusions
3.1 Structural Engineers
3.2 Architects
3.3 Building Control Division
3.4 Public Utilities Board
3.5 Underground Metro Corporation
3.6 Summary
4. Recommendations
4.1 Role of Structural Engineers & Architects
4.2 Role of Public Utilities Board & Building Control Division

TE2091-02-IS WIM/TE2091/22014/S02 31

4.3 Liaison with Underground Metro Corporation

EXTENDED REPORT – FORMAT AND SAMPLE

A. INTRODUCTION
Here is an example of an Introduction of a report.

Report on the Quality of Food and Service Provided by the Staff Restaurant

1. Introduction
In response to the increasing number of complaints from members of stuff
concerning to service provided by the Staff Restaurant, a working Committee
was set up by the Manager of the Personnel Department on 12 December 1986
to investigate the nature and quality of the service currently provided. This report
is based on the finding of a survey conducted between 12 December 1986 and
15 January 1987. Opinions from patrons and employees have been gathered
and compiled. Recommendations have also been given on how to improve the
quality of service of the Staff Restaurant.

B. FINDINGS

The Findings / Discussion section of a report is usually the
longest. It usually presents, interprets and analyses information.
Numbering in a report is very important because it helps to
distinguish main ideas from supporting points. It also makes for
easy reference.

Table 2.2: The table below shows the opinions of 200 patrons of the Staff
Restaurant.

Opinions / Complaints Excellent Good Satisfactory Poor
Price 20 64 84 32
Variety of Food 88 63 37 12
Quality of Food 5 20 25 150
Service 14 55 65 66
Standards of Hygiene 17 65 90 28

TE2091-02-IS WIM/TE2091/22014/S02 32

C) CONCLUSIONS AND RECOMMENDATIONS

The following extracts show how the last two sections of the
’Report on the Quality and Services Provided by the Staff
Restaurant’ may be written.

3. Conclusions

The following conclusions were drawn by the working Committee:
3.1 Quality of Food
3.2 Services
3.2.1 The single common lunch-hour has placed impossible
demands upon the Staff Restaurant personnel
3.2.2 The waiting time for food to be served is too long.
3.2.3 The service is not satisfactory because of the
inadequate number of waiters available.

Conclusions and Recommendations are both itemized in
descending order of importance. The order of ideas in the
Recommendations should follow the order of ideas given in the
conclusions.

4. Recommendations

Based on the above conclusions, the following recommendations are made:
4.1 Quality of food
4.2 Services
4.2.1 A flexi lunch hour system should be introduced so that
staff from all departments need not go to Staff
Restaurant during the same hour. For example, the
production staff can have lunch from 12.30 to 1.30 pm
while other staff can have theirs from 1.00 pm to 2.00
pm.
4.2.2 The waiting time could also be shortened by having
microwave ovens in the kitchen.
4.2.3 The number of waiters should be increased to five.

TE2091-02-IS WIM/TE2091/22014/S02 33

PROGRESS REPORTS

Purpose

A periodic or progress report provides a record of the status of a
project over a specific period of time. This Report is issued at
regular intervals throughout the life of a project to allow
management and workers to keep projects running smoothly. A
periodic or progress report states what has been done, what is
being done and what remains to be done. The report usually
reviews the expenditures of time, money and materials; therefore
decisions can be made to adjust schedules, allocate budget, or
schedule supplies and equipment. Often a company employs
preprinted forms to report routine progress. Employees simply fill
in the blanks at the completion of tasks. Similar periodic reports
may be required daily, weekly, quarterly, semiannually or annually.
They insure uniformity and completeness of data.

Organization

All narrative reports in a series of progress reports should be
uniform in organization and format. A progress report covers

 A review of the aims of the project highlighting 

accomplishments or problems 

 A summary or explanation of the work completed 

 A summary or explanation of the work in progress 

 A summary or explanation of future work 

 An assessment of the progress 

TE2091-02-IS WIM/TE2091/22014/S02 34

Headings for the sections, however brief, are usually used.
Consider these topical headings:

Introduction or Overall Goal
Work Completed Work Completed
Work in Progress Expenses Incurred
Work Remaining Present Work
Appraisal Future Work
 Conclusions

The major factor of a progress report is time. Other features, such
as costs, materials and personnel, may be incorporated into the
appropriate sections or attached as support materials. If the
reports are being prepared frequently during the course of a
project, they are characterized by brevity ---phrases rather than
sentences and paragraphs.

VISIT REPORTS

You may be required to write reports on visits you make, for
example to construction sites, manufacturing plants, processing
installations, exhibitions or museums.

Planning the report will involve sorting out the information you
have acquired into a clear structure. You should provide
introductory information which assumes that your reader knows
nothing about the arrangements for your visit. It may be clearest if
you begin with a series of titles similar to those below.

TE2091-02-IS WIM/TE2091/22014/S02 35

VISIT REPORT

Location :
Purpose of visit :
Date of visit :
Those involved :

The introduction should go on to describe what was being
constructed / processed / exhibited, with a summary of what you
saw. Some of the report can be in a narrative style.

We were shown round by Mr. Graham Brown, who is the
Project Engineer for the consultants, D G Gammerson and
Partners. He showed us a number of interesting construction
details within the Control Building ....................

We were shown round by Mr Graham Brown, who is the
Project Engineer for the consultants, D G Gammerson and
Partners. He showed us a number of interesting construction
details within the Control Building ....................

However, most of the report should describe what you saw, rather
than how you saw it. So rather than use a narrative style
throughout:

*Then we were shown the air-conditioning ducts which were
........... Mr. Brown explained
that during installation there had been a problem with ..........*
SIMPLY WRITE:

The air-conditioning ducts were ...... During installation there
had been a problem with
..............

We were shown round by Mr Graham Brown, who is the
Project Engineer for the consultants, D G Gammerson and
Partners. He showed us a number of interesting construction
details within the Control Building ....................

However, most of the report should describe what you saw, rather
than how you saw it. So rather than use a narrative style
throughout:

*Then we were shown the air-conditioning ducts which were
........... Mr Brown explained that during installation there had been
a problem with ..........* SIMPLY WRITE:

The air-conditioning ducts were ...... During installation there
had been a problem with..............

TE2091-02-IS WIM/TE2091/22014/S02 36

INCIDENT REPORT

The incident report is a written investigation of accidents, machine
breakdowns, delivery delays, cost overruns, and production
slowdowns or personnel problems. It is a written record to
supervisors or managers to prevent the incident from recurring.
The report may comprise the basis of a longer proposal to improve
the company’s procedures and management.

The incident reports adhere to fairly conventional organization. The
report normally covers:

 What happened (factual, not opinionated) – Analysis of causes 
 What caused it (detailed and chronological) 
 What were the results (injuries, losses, delays, costs) 
 What can be done to prevent recurrence (recommendation) 

In a lengthy incident report it is a good idea to include topical
headings, such as

Incident or Accident Description
Cause or Analysis of Causes
 Results or Corrective Action
Recommendations or Recommendations

Incident Description

In your introductory material, write a concrete statement detailing
what happened. Include the exact date, time and location.
Personnel details, such as employees’ names, titles and
departments should be included. If personal injuries occured,
include the name (s) of victim (s), titles and departments or in the
case of victims who are not employees, include home addresses,
phone numbers and places of employment. Describe the actual
injury. If equipment is involved, identify it by including brand
names, serial numbers, inventory numbers, or other pertinent
descriptive detail.

TE2091-02-IS WIM/TE2091/22014/S02 37

Analysis of Causes
In this section write a chronological review of what caused the
incident. Include what was happening prior to the incident and
each step which caused the incident.

Results
In this section, explain what happened due to the incident, such as
the action which was taken immediately. If anyone was injured,
describe the extent of the injury and how, when and where the
person was treated. Explain who was immediately involved. This
may include paramedics, police, repair experts or extra workers. In
the case of equipment failure, explain how it was repaired or
replaced, how late deliveries were speeded, or how high costs
were curtailed. Detail what was done to settle a personnel problem
or to satisfy a customer demand.
The results section may require an actual or estimated expense
review. Include a precise breakdown of medical expenses,
equipment replacement, repair costs, profit loss or other applicable
costs.

Recommendations

This section should include concrete suggestions to prevent the
incident from recurring. Consider what should be done, who should
do it, and when it should be done. Include as much detail as your
position authorizes.

TE2091-02-IS WIM/TE2091/22014/S02 38

AN EXAMPLE OF INCIDENT REPORT

JENN SDN BHD
INCIDENT REPORT

A. EMPLOYEE (S) DETAILS:

Name : Elaine Chang

Sex: Female
Race: Chinese
Age: 23 years old
Department Attached: Production
Length of time on present job: 2 weeks

B. DESCRIPTION OF INCIDENT:

Date : 24 July 2001

Time: 10.30 a.m

Location: Production Line No.9

Equipment involved: Punch machine
Injury: Left hand

Details:

Elaine Chang was asked to stand in for one of the operators who was sick. She was operating

the punch machine after the morning break when she encountered some problem with the

machine. It seems that the punch gets stuck in the hole, at times. When she heard voice, she

turned round to ask for my help. But, at that moment, she still had her hand on machine and the

punch came down on her hand. I rushed forward and switched the machine off. Her hand was
seriously injured. It was covered in blood. Christopher offered to drive to the hospital but I asked

him to call for the ambulance as I thought that the ambulance would be faster.

The ambulance arrived 20 minutes later and Elaine was sent to the General Hospital. She has

fractured the bones on her left hand and it is now in a cast. She is, at present, in Ward 9.

C. CAUSES:

After interviewing her, I found out that she was on sick leave the day the orientation course was
held. That is why she did not know what she had to do when she encountered the problem with
the machine.

D. RECOMMENDATIONS:

To prevent the accident from recurring, I suggest that the following actions be taken:

1. All the workers should attend a refresher course on safety procedure.
2. Appoint a driver to drive any of the workers to the hospital immediately when an

accident occurs.

Reported by:

Cathy Tan
Supervisor of Production

TE2091-02-IS WIM/TE2091/22014/S02 39

AN EXAMPLE OF EMPLOYEE ACCIDENT FORM

EMPLOYEE ACCIDENT / FORM A

TO BE COMPLETED BY EMPLOYEE

Name ____________________________ Home address_______________________________________
Social security no.___________________________ Date of birth ________________________________
Sex _____________ Department in which you work __________________________________________
Accident date ________________ Day of week _______________ Time _______a.m _________p.m
Date accident was reported ___________________________ To whom ____________________________
Location of accident ____________________________ Witness _________________________________
Description of accident (what was employee doing, what equipment was being used, etc).
______________________________________________________________________________________
______________________________________________________________________________________
Description of injury (include nature of injury and body part)
_______________________________________________________________________________________
_______________________________________________________________________________________
Did you receive medical care on premises ? ____________ Describe _______________________________
________________________________________________________________________________________
________________________________________________________________________________________
If employee is being treated :
Name and address of physician : _____________________________________________________________
Name and address of hospital : ______________________________________________________________
Do you have a second job ? ___________________________________
EMPLOYEE SIGNATURE ____________________________ Date : ________________________________

TO BE COMPLETED BY COMPANY NURSE

Above employee came to me on __________________________________ regarding the
above injury. Comments:
__________________________________________________________________________________________
__________________________________________________________________________________________
NURSE’S SIGNATURE ___________________________________ Date : _____________________________

TE2091-02-IS WIM/TE2091/22014/S02 40

AN EXAMPLE OF A REPORT PREPARED ON A PRE-PRINTED FORM

UNITY MACHINES PTE LTD

Accident Report Form

Name of injured person Miss Jenny

Yee_________________________________________

Designation Purchasing Officer Department

Purchasing________________________

Place Warehouse Time and Date 11.40 a.m and 10/3/2007

Description of Accident
Upon the request of the Manager, a stock-taking exercise was conducted in the
Company’s Warehouse this morning. While checking the supplies, a bale of
cotton fell off a forklift and landed on the nape of Miss Yee’s neck causing her to
hit her head on the floor and lose consciousness.
Miss Yee was immediately transferred to the company’s sick bay while an

ambulance was called.

Treatment
As this was considered a serious accident (concussion), no immediate treatment
was given except to provide her with fresh air and privacy while waiting for
medical attention.

Witnesses: Mr Wong Say Tong and Mrs Ahmad Assan Date: 10/3/32007
Reported by: Clarence Soo
Signature: CSOO

TE2091-02-IS WIM/TE2091/22014/S02 41

2.3 Meeting

INFORMATION:

A meeting is gathering of two or more people where purposive
discourse occurs. Meeting such as the ones that are
conducted in workplaces, are formal occasions where
especially professionals meet to exchange ideas and to reach
a consensus on the topics discussed. The language
expressions used in such situations are most of the time
formal. However the degrees of the formality may differ and
appropriate language expressions need to be used
accordingly.

Many meetings take place in business, and an effective
meeting is an efficient tool in the communication process.
Meetings provide a useful opportunity for sharing information,
making suggestions and proposals, taking decisions and
obtaining instant feedback.

TE2091-02-IS WIM/TE2091/22014/S02 42

2.3.1 Conduct Meeting
A Memo
Before a meeting can take place, the chairperson must
ensure that the members attending the meeting have
already obtained a copy of the agenda. An agenda lists
the items that need to be discussed in the meeting.
Therefore, it has to be detailed and comprehensive. In
any agenda, the following information should be
included : date, time, venue, items to be discussed in
the meeting (the number of items varies according to the
objective of the meeting) and other matters.

It is important to send out the notice and agenda prior to
a meeting so that all members have notice of what is to
be discussed. They can then make the necessary
preparations for each discussion point. An example of a
comprehensive agenda is shown below.

TE2091-02-IS WIM/TE2091/22014/S02 43

MEMO
SUCCESS MARKETING SDN. BHD.

7th Meeting of the Marketing Department.

Date : 9 August 2008
Time : 9 a.m

Venue : Meeting Room

Agenda:
1. Minutes of the 6th meeting
2. Half – yearly financial statement
3. Purchasing a new fax machine
4. Increasing the sales volume of Beedex Pollen
5. Other Matters.

START THE MEETING

a) Communicate the purpose and desired outcomes to all participants.
b) Clarify the type of participation and interaction desired.
c) Set the ground rules: when the meeting will end, how each member will be

heard, what is expected.
d) Show that you value their ideas, opinions and questions

CONDUCT THE MEETING

a) Take time to tell and hear stories.
b) Clarify and paraphrase key ideas.
c) Ask for different points of view; protect new ideas.
d) Use brainstorming techniques.
e) Record ideas and notes on a flip chart.
f) Stay focused on the agenda topics. Do not wander off topic or become distracted.
g) Assign next steps throughout the meeting. Make all next steps specific assignments.

KEEP THE MEETING FOCUSED AND MOVING

a) Get information and data from the meeting. Ensure all people are heard.
b) Let the people carry the content; you guide the process.
c) Acknowledge and reinforce constructive contributions.
d) Use the agenda to stay on track.
e) Vary the pace: speed up, slow down, take breaks.
f) Keep the group aware of where they are in the process.
g) Periodically summarize key points and ask for agreement.
h) Help the group reach consensus and reach conclusions.

TE2091-02-IS WIM/TE2091/22014/S02 44