Workplace Communications for Graduating students A Quickguide COLOR-merged

AINUL AZMIN MD ZAMIN
ROSNANI KASSIM

FAIZAH ABD MAJID
RAFIDAH KAMARUDIN
MASLAWATI MOHAMAD
AZIZAH MOHD ZAHIDI

WORKPLACE COMMUNICATIONS
FOR GRADUATING STUDENTS:
A QUICKGUIDE

1

2

Table of Content

PART 1: PRIOR TO EMPLOYMENT 1
Unit 1: SELLING YOURSELF 1
5
Topic 1 : Resume Writing
Topic 2 : Writing your e-Portfolio 13
13
Unit 2: ATTENDING AN INTERVIEW 18

Topic 1 : The Interview 24
Topic 2 : The Interview Process 24
29
PART 2: DURING AND MAINTAINING EMPLOYMENT
Unit 3: PITCHING YOUR PRODUCT 33
33
Topic 1 : Presentation Skill - Oral 34
Topic 2 : Presentation Skill – Visual
45
Unit 4: WRITING AT WORK 45
51
Topic 1 : Letter and Email Writing
Topic 2 : Types of Letter and Email Writing 56
57
Unit 5: WRITING FOR WORK 59

Topic 1 : Proposals

Topic 2 : Reports

Unit 6: COMMUNICATING AT WORKPLACE

Topic 1 : Interpersonal Communication
Topic 2 : Small Group Discussion

3

FOREWORD

As the leading international university in the region and the Islamic world, the
International Islamic University Malaysia welcomes this book as a guide for our
graduates as they spread their wings into the job market. Whether they choose
to be employed or simply venture into entrepreneurship, this book will be useful
for them to be successful in their chosen endeavours. Communication at the
workplace is the process of transmitting information and common understanding
from one person to another in the industry. It is critical to establish and maintain
quality working relationships in any organisations.

This book offers guidelines to the communication process, helps diminish barriers
to communication, and provides step-by-step suggestions for aspiring employees
entering the job market. For communication to be effective, it must be understood
and responded to by both the receiver and speaker, irrespective of the mode of
communication.

An amalgamation of ideas gathered from highly experienced instructors who
have been teaching English for business and occupational purposes for more
than 20 years, this book offers a plethora of communication ideals. Hence, the
strong conviction put forward in this respective companion-from preparing for an
interview to successfully pitching a new product idea, communicating in a team
requires a broad set of soft skills. Of importance is the strong communication that
runs deep within an organization and employees who communicate effectively
with colleagues, managers and customers as valuable assets to an organisation.
It is a skill that can often set people apart from their competitors when applying
for jobs.

I am confident that this book will not only provide guidelines for graduating
students but also for those who are in need to survive in the industry. Instructors
and lecturers teaching courses related to English for Specific Purposes too may
find the book handy to keep abreast with the current trends in the job market.
May this book serve as a useful guide to those intended readers.

Professor Emeritus Tan Sri Dato’ Dzulkifli Abdul Razak

Rector, IIUM

i

PREFACE

All praise to Allah, the One and Absolute, for it was with His blessing that a
collaboration was formed between academics from renowned institutions namely
the International Islamic University Malaysia, Universiti Teknologi MARA and
Universiti Kebangsaan Malaysia. The authors do not just share the same passion
for teaching but also a common pursuit in nation-building; a quest to produce
graduates who are well-equipped to face the challenges in the work industry.

The global economy, coupled with technological and social trends, is already
changing the way people conduct business and altering the skills required to
advance into the workforce. The magnitude of the current crisis caused by the
pandemic translates into an impact on graduates who are trying to enter the labour
market for the first time. Graduates can no longer escape the fierce competition,
and one way to be ahead of their competitors is to learn the trades of possessing
good communication skills at the workplace.

This discourse delves into the various aspects that every graduate will have to
face; from the simple job application letter to the written materials required at
work. It is a combination of ideas based on a shared scholarly experience of more
than 25 years serving in Malaysian public universities. Presented in two parts;
(i) Prior to Employment, and (ii) During and Maintaining Employment, the book
offers some pertinent points on how graduates can better prepare themselves
for resume writing, product pitching, corresponding through emails and letter
writing, to report and proposal writing. Whether virtual or face to face, every
graduate needs to embrace the work industry with the right values and essence in
all aspects of job performance. The skills in workplace communication need to be
polished and practiced by all graduates if their goal is be successful professionals
of the future.

We recognize that this book may require improvements in certain areas and thus
we welcome valuable feedback from the readership. It is hoped that this mutual
collaboration among the TESL pioneers of Universiti Kebangsaan Malaysia will
consolidate further steps to producing more publications in the future.

ii

Part PRIOR TO EMPLOYMENT

1 UNIT 1: SELLING YOURSELF

TOPIC 1: RESUME WRITING

Crafting your resume is the first step to getting your dream job. The idiom “the
devil is in the details” denotes that something might seem simple at a first look
but will take more time and effort to complete than expected. Resume writing
may seem simple, but the details are complicated and likely to cause problems if
you do not carefully plan. It is a form of advertisement that helps you sell yourself
to an employer. Potential employers refer to resumes as the main document in
the hiring process to decide if you are qualified to join their organization. It is
imperative that your resume should showcase your academic background and
accomplishments, highlight relevant experience and skills, and most importantly
it must be easy to read.

CONSIDER YOUR CAREER PATH

In small groups, share with friends your
perspectives on these questions: (i) What are you
passionate about? (ii) What values are driving your
goals? (iii) What is your purpose? (iv) What vision
do you have in your career in the next 5 years?
Listen to your friends’ responses.

Activity

1

Below is a list of essential elements of your one-page resume.

ELEMENT DETAILS

Personal background Name, address, e-mail, contact numbers
Academic qualification Highest to lowest qualification
Experience Any past working or relevant experience
Skills Any relevant skills
Achievements Awards or recognitions
Referees People who can testify for your skills

RESUME WRITING TIPS

Consider your audience. This means taking into account your

potential employer and the organization. Each resume must be customized to
a specific company in mind. Your resume must consist of keywords from the job
description or your role in the industry which will give you a better chance of
being noticed by the recruiter. Common examples are “team members”, “project
managers”, “accounts executives”, “junior manager” etc.

Signal your strengths. Make sure you highlight your strengths.

This means you select only the relevant information that can reflect the positive

image of yourself. You may have scored excellent results during your study but

only highlight the relevant courses on the specific job.

Short and simple. Resumes are supposed to be simple and

straightforward. Readability is key as employers have a minimal amount of time

to review your resume. Your selection of a professional and clean font is also

imperative. The information about yourself needs to be summarized and straight-

to-the-point.

2

Use bullets, not boring words. Include bullets as you list down

each description of your elements. Using numbers can be a clever way to keep
the reader’s attention focused on understanding each value you may offer to the
organization. For example, one bullet point under the experience description
may read, “organized a mentoring programme for aboriginal children in Bukit
Kala, Gombak.” Keep everything as succinct as possible. After all, you only have
15 seconds to shine!

Facts must be correct. Write a resume that is authentically

you. Do not fake the facts. After all, you will be bringing your credentials and
certificates during the interview (if you get it). Every single detail like dates and
achievements must be thoroughly checked. Mention correct employment dates
and designations. List your previous experience in chronological order. Don’t
forget to proofread. Typos and spelling mistakes can occur without you realizing
them.

Grip them with graphics. Technology waits for no man, including job-

seekers. Be vibrant and use modern design and stunning visuals to capture the
eyes of the recruiters. Avoid using an unusual font that is difficult to read. Invest
in good quality papers. Avoid multiple fonts, they look busy and cluttered.

WRITE YOUR RESUME

Search for a job advertisement in the newspaper
or print one that you found online. Write a one-
page resume (taking into account all the elements)
based on the vacancy. With your partner, peer-
edit your friend’s work in class and highlight the
strengths and weaknesses of the resume.

Activity

3

SAMPLE RESUME

( Permission granted from owner of Resume with some
modifications to personal details)
4

TOPIC 2: WRITING YOUR E-PORTFOLIO

An electronic portfolio, popularly known as an e-portfolio or online portfolio is
a collection of electronic evidence that is managed by the user or the owner
of the website. There are many inputs such as text, electronic files, images,
multimedia, blog entries, and hyperlinks that can be uploaded to showcase
yourself to a potential employer. It functions in the same manner as a resume
because it demonstrates your skills, achievements and qualification in line with
digital technology.

There are many popular e-portfolio platforms that students can utilize such as
LinkedIn, JobStreet, Academia.edu or Winx. For the purpose of discussion and
justification, this book will use Google Sites as an example to build an e-portfolio.

SITES VISIT

Locate the apps for Google Sites from the
Google homepage. Search for 4 icons on the
right hand column of the page. Hint: they are
colour-coded. With a partner, explore the
function of each icon and explain to the class
how it can enhance your e-portfolio.

Activity

RESUME VERSUS E-PORTFOLIO

While resumes and e-portfolios are similar in terms of content, they differ,
however in other aspects. An e-portfolio using Google Sites is interactive with
links and videos as well as slideshow presentations. It is also automatically added
to your Drive. You can publish it for public viewing or make it accessible only to
people you want to share it with. In contrast to resumes, an e-portfolio allows you

5

to be detailed in the information that you wish to share. With pictures and links,
you can trigger the interest of the potential recruiter to read on further about
yourself. What you showcase on your e-portfolio is also a reflection of your skills
using the technology.

 CREATING YOUR OWN E-PORTFOLIO

Prior to using Google Site, compile all the necessary documents, certificates,
sample works, blogs, websites, photos or videos that will be used in your
e-portfolio. You can categorize them according to headings and subheadings.
Your initial visit to Google Sites will give you its homepage where you can start
by giving a title on the top left-hand corner of the page. Try to insert your photo,
name, quotation or even upload a video. You can edit the content using the
options given on the editing mode of the page. On the right column, click on the
blue icon to give you a new box where you can insert a welcome message to the
readers or viewers. In your case, you can write your objectives or aspirations as a
graduate. There are many options for each app. For example, the type of font for
your name has 4 options; normal text, title, heading, subheading or small. Always
remember to keep the layout consistent and simple so that everything is easy-to-
read. Go ahead and explore.

(Photo is from author’s personal collection)

6

For the job application, remember to always focus on the important credentials
that you want to share with your potential employers. Your homepage may look
like the sample above consisting of your name, a photo and a quotation of your
preference. Keep it simple yet catchy.

While you are in the editing mode, you can choose to change between Banner,
Cover or Title only for the header of your website. Pick one that you prefer. You
also have the option to change the image or the background picture of your
homepage. You can further select the various images from the gallery or you can
upload a picture from the URL or your own album or Google drive. It is imperative
that the background image looks professional and maintains a certain level of
formality.

Always pay attention to the column on the right. To create the pages, click on
Pages and type the titles of the pages you want to create. It is recommended
that you create at least 4 others; Education, Achievements, Societies, Contact.
If you wish to share additional information for each page, subpages can also be
added. Click on the subpage and this will create a page within a page. Adding
the appropriate content is very crucial for your e-portfolio. By choosing either
textbox or images, embedding URL or simply uploading from the drive, you can
make an impressive showcase of your credentials. Here are the buttons again;

Education This page is crucial for you as it shares the information

on your academic background, the title of your degree and also the year of

your graduation. Your higher education is the first thing that can impress your

potential employer. List your academic qualifications in reverse chronological

order. The name of the college or the university you attended must be written

clearly. Do not forget to excite the readers with your CGPA! A recommended

7

subpage for education is Affiliations where you are a participating member
to a professional body. Information on your schooling years can also be added.
Here’s an example with pictures and links:

(Photos are personal collection of the owner)

Achievements This page summarizes the recognitions you accomplished

throughout your study. It refers to any awards or certificates that you have received.
Since e-portfolios are mainly used to represent your capabilities and competence,
it is important to showcase the awards and accolades won. If you have had any
form of trainings, its best to share the certificates here too. For example, if you
were awarded to be on the dean’s list, highlight the information and upload your
certificate on this page. A recommended subpage for achievements can be skills.
Other items like posters or pictures of your medals can also be used as evidence
to make the page more interesting. If you choose any photos, make sure they are
eye-catching and clear. Here is an example of a page on achievements:

8

Societies is the next page you can create. Your involvement in the extra curricular
activities such as clubs, societies or sports can be shared here. Other activities
like Volunteerism can also be compiled under this section as a subpage. Each
picture can be accompanied by a short caption of the activities that you were
involved in. Alternatively, you can create links that readers can click to get further
information.

(Photos are personal collection of the owner taken from Google free images)
9

Contacts is the page for others to reach you. It is the page where your private
or personal information is shared so that your prospective employer or recruiter
can contact you. Sharing your links via social media is a powerful tool. You can use
the logos or icons to indicate those links. Provide the information corresponding
to each logo. A subpage that you can create under contacts is References.

(Common symbols are taken from the internet)

Referees are for potential employers to contact for verification of the information
that you have provided in your resume. This information reinforces what you
have displayed on your e-portfolio by giving someone else’s word that your claims
are accurate. Before you publish the information, make sure your information is
correct and upated. Here is an example of some of the signs you can use.

WHAT IS IN A NAME?

Look back at all your names and addresses in
all segments of social media. With a friend,
tell them to contact you. If you find that your
friend is grappling to type your pseudonym or
they find your name too fanciful, then it is time
to change your contact name and address to a
more professional one.

Activity

10

DOS AND DON’TS

Follow these important dos and don’ts to start writing your resume and e-portfolio
without error.

• Do keep a systematic format. Keep the readers
at ease while they scan through your credentials.

• Do tell the truth, nothing but the truth. Faking
your information will get you nowhere.

• Do keep your resume to one page only. Employers
only have a maximum of 15 seconds to read
through your resume.

• Do give context to each page or icon in your
e-portfolio. Do not let pictures do all the talking
for your e-portfolio.

• Don’t highlight subjects or qualifications that are
not relevant to the job you are applying for.

• Don’t worry if you have no experience, bolster
that with skills that you have picked up as a
student.

• Don’t include obvious skills. Everyone knows
how to use microsoft word document.

• Don’t send your resume in a .doc file. Always
remember to pdf to ensure every information
stays as is. Don’t forget to use the spelling
checker. You don’t want to embarrass yourself
over silly misspelt words.

11

SUMMARY

This first unit focuses on your first step to getting your dream job via resume and
e-portfolio. In addition to an application letter, you need to prepare a powerful
and attractive e-portfolio. While a resume is a document to present your
academic background and accomplishments, an e-portfolio is a digital collection
that showcases your knowledge, skills, and abilities. The activities prepared are
meant to reinforce the preparation for e-both resume and e-portfolio.

USEFUL EXPRESSION

The following is a list of useful expressions when preparing your resume or
e-portfolio:

One-word expression related to soft skills

• Communication • Conflict Resolution

• Ability to Work Under Pressure • Leadership

• Decision Making • Adaptability

• Time Management • Teamwork

• Self-motivation • Creativity

Two-word expression related to verbs

• self-motivated
• team player
• hard worker
• goal-oriented
• fast learner

12

Part PRIOR TO EMPLOYMENT

1 UNIT 2: ATTENDING AN INTERVIEW

TOPIC 1: THE INTERVIEW

A job interview occurs at a specific time and on a particular date. It is taking place
at a specific location surrounded by objects, persons and sounds. A job interview
may include two or more people but never more than two parties. A job interview
is a dyadic process as it added parties and transforms it into a distinctly different
interaction.

The definition of an interview

Generally, an interview is a conversation where questions are asked by the
interviewer/s and answers are given by the interviewee/s. It refers to a one-to-
one conversation involving one person or more in the role of the prospective
employer/s and the other party as the job candidate/s. In other words, an
interview is also a process of exchanging, sharing roles, responsibilities, feelings,
beliefs, motives and information. The process is not applicable if it only takes one
person who does all the talking and listening to a speech.

During an interview session, exchanging roles between the job candidate and
prospective employer occurs. For example, an employer may ask a teacher to
explain the possible effects of integrating online games in teaching and learning.
In this case, the prospective employer assumes the role of an interviewer for
the moment. On the other hand, you as the job interviewee may ask for further

13

information from the interviewer on the job-related information such as the
perks, job location, promotions, training and job specifications.

Despite that, an interview process is a variable degree of system and structure of a
dynamic, ongoing and ever-changing interaction. Each party from the interaction
generates energy through interviewers or interviewees’ intention to achieve
specific goals. The best part about this communication is that it is not static. The
role always varies, information exchanges and the revelations of feelings and
motives produces reactions and insights that lead to new and unexpected areas
of insight and exploration.

Both parties, the interviewer and you have the opportunity to change topics
from where it is to where it is going at any time in the interview session. The
uniqueness of every interview session involves the interaction of communication
ingredients such as perceptions, verbal and non-verbal messages, level of
disclosure, feedback, motivation, expectations and assumptions. In the end, after
all the process, it will provide the interviewer with some knowledge about you
such as knowledge, experience, expectations, pressures and personal limitations.

In small groups, kindly discuss:

I. why an interview session is a dyadic
process?

II. which type of interview session that
you prefer? Justify your answer.

Activity

14

TYPES OF INTERVIEW

Face-to-face Job Interview

As job candidates, you have to know what types of an interview you are going to
go through. The best plan on paper may not work during real interviews. There
are many types of interviews with various forms. First, a traditional interview or
also known as a face-to-face interview. It is an interview that makes you sit down
face to face with a prospective employer and answers a series of questions asked.
Besides, as the job candidates, you have to be fully ready physically and mentally.
Most saliently is the physical appearance which is related to the first impression.
This traditional type of job interview has many advantages. This is because the
prospective employer can determine whether you are suitable for the job offered
almost instantly. In addition, the prospective employer can observe in-depth your
attitude through your facial expressions, eye contact, body posture, how you
have dressed and your voice projection.

Phone Interview

The second type of interview is a phone interview. A phone interview is the
first screening for the company to ensure if you are interested to attend a full
interview. Currently, a telephone interview is almost a must and has become a
trend among many employers. Nowadays, ear-to-ear communication is much
faster than face-to-face communication as it saves time, cost and provides instant
feedback. However, there are also disadvantages. The ‘almost invincible presence’
of the candidate could bring possible difficulties to the employer because the
job candidate’s manners, appearance, eye contact, dress, gestures and postures
cannot be determined by merely listening to his/her voice.

Prospective employer is calling the job
candidate in a phone interview session.

(Photo is a personal collection of the
author)

15

SKYPE Interview

Another type of interview is a Skype interview. It is also known as a video interview.
This method is the penchant to a ‘traditional interview’ because you have to sit
down in front of your laptop or computer and answers questions asked by your
prospective employer through Skype video. Most companies choose this type of
method since it is economical and the job candidate could be seen virtually. The
interview session could be carried out regardless of both parties’ geographical
location. In addition, you could cast a brief look on their résumé and make some
note-taking without interrupting the flow of the interview.

However, most of the prospective employers gave negative evaluations on
this Skype interview as you cannot act freely and naturally. Furthermore, the
internet and line connection are the reasons to cause these negative evaluations
as mentioned by some prospective employers. You are unable to have smooth
communication when there are pauses or disruptions due to internet connectivity.
Both parties internet connections have to be strong in order to ascertain smooth
communication.

Figure 2: Skype interview with
job candidates and prospective
employer.

(Photo is a personal collection of
the author)

GROUP Interview

A group interview occurs when a prospective employer interviews several job
candidates at the same time. In today’s world, companies tend to adopt this
method as it is efficient, saves time and energy. The interviewer could assess
your ability to handle stress and to compete with other candidates. Sometimes,

16

this method may also involve work simulation in which you have to cooperate
among the candidates to demonstrate your ability as team members. In this
method, you have to shine and stand out for you to be hired. Be prepared as the
questions asked are not only about yourself but also about other job candidates.
For example, “how would your colleagues describe you?” and “whom would you
hire from our group?”. Be confident to express your opinions. Do not cut off other
people and talk without any purpose. Being a good listener is also essential to
work as a team.

Figure 3: Job candidates are having
a group interview with a prospective
employer.

(Photo is a personal collection of the
author)

PANEL Interview

A panel interview is almost similar to a ‘group interview’. In this method, several
prospective employers observe almost every gesture you display to determine
yourchances of securing the job. One of the reasons some companies adopted
this method because they want their workers to demonstrate their ability to
make decisions. Do not forget to bring a résumé for the prospective employers.
In this method, several prospective employers observe almost every behaviour
you potray to determine your chances of securing the job. You have to give full
attention to each interviewer in the room. Therefore, your body posture, gestures

Job candidate is having an interview
with prospective employers during a
panel interview.

(Photo is a personal collection of the
author)

17

and eye contact are very essential. You should show your self-confidence but
not overconfidence. However, you should not display rude behaviour such as
interrupting others when others are talking.

In small groups, draw a mind map on the
types of interviews. Kindly include in the
mind map:

(a) features of each type of interview
(b) advantages
(c) disadvantages

Activity

TOPIC 2: THE INTERVIEW PROCESS

Interviewing skill is very crucial for the job candidates to be accepted in the job
that you applied. The interview session might be only for an hour but this one
hour will be a significant event for you in your early career. To secure a job, you
have to master a few skills - before, during and after the interview session. As a
fresh graduate, you have very limited work experiences which resulted in you
having the fear of being rejected. As a fresh graduate, you should demonstrate
that you are competent, hardworking and passionate in seeking knowledge as
much as possible.

Preparation Before Interview

First, miscommunication may lead to failure for an interview session. It is
necessary for you to know the essential skills needed to prepare yourself for an
interview. As an enthusiastic job candidate, you should not overlook or ignore
simple aspects. You should arrive thirty minutes earlier before the interview
begins. As the interview session is held at an unfamiliar location, you might get
stuck in massive traffic or face any unplanned accidents before the interview
session starts. Being present thirty minutes earlier also helps you to relax, stay
calm and composed.

18

Practice makes perfect. You should practice mock interviews beforehand and
provide relevant details to fundamental questions that will probably be asked
during the interview session. Demonstrate critical thinking in answering the
prospective employers’ questions. Watch many documentary films on mock
interviews. Various episodes of videos can be useful for you to develop insights
and prepare yourself for the appropriate answers to the possible questions.

DURING Interview

To be hired, you should have impressive job skills and traits for the job and
organization. Smile and be confident. Being able to impress the prospective
employer will give credits and act as a winning strategy for a job candidate. The
prospective employer often asks common questions such as “What makes you
choose this company?” Hence, please avoid answering the interview questions
with vague responses such as, “the reason why I choose this company is because
it has a fine environment”. Every candidate will give the same answer and being
able to elaborate using some unique and different answers are likely to impress
the prospective employer.

Display enthusiasm and let your personality shines to differentiate you from other
job candidates. Even though you are feeling nervous, do not let the nervousness
over-shadow your true potential and personality. Therefore, if you are interested
in that particular job, your interest should be visible by showing enthusiasm during
the interview session by avoiding asking these question “How many sick days that
the workers will get per year?” Also, you should always maintain eye contact and
smile with the interviewer/s. If the interviewer cracks jokes, just laugh to respond
to his jokes. Avoid playing with your hair, teeth or a pen when being interviewed.

AFTER Interview

The importance of thanking prospective employers should not be underestimated,
and it is widely acknowledged. You should send a personal note or email of thanks
after the interview session. However, the role of the sincerity of saying ‘thank

19

you’ towards prospective employers should be recognized. Make it sincere and
do not let the message be seen as being prepared beforehand. In truth, skills can
be taught, but attitudes are challenging to alter. Once every two weeks, you may
call the human resource office to know the updates or results.

DOS AND DON’TS

Other than knowing about the company’s background, the most important
information that you should know is, the ‘do’s and don’ts’ of attending a job
interview. By knowing these, you will move one step closer to the job you desire.

In order for the candidates to excel and get noticed by the
prospective employers during their interview session, you
need to know a few interviewing strategies:

BEFORE DURING

switch off or silent your phone clarify the interview questions

apply deodorant and bring breath smile and engage with the

mints interviewer/s

look at the mirror before develop eye contact with the
stepping in the interview interviewers

formally dressed use positive words

bring a file/files which contain sit up straight and lean slightly forward
your photocopied identity
card, exam transcripts and co-
curricular certificates

bring stationery such as pen/s, do not comment negatively towards
correction fluid, and a ruler your previous employer

research about the company and show that you have prepared for the

the job you are applying interview session

bring up past successes display enthusiasm for the job

20

The aspects that you must not do during the interview session
are:

1. text and answer any phone calls during the interview
2. lost temper
3. call the human resource officers asking for the interview results every

day
4. knock the door many times
5. avoid eye contact with the interviewers
6. slouch and cross arms
7. show signs of panic
8. rush with your answers

SUMMARY

In conclusion, a job interview is essential because it helps prospective employers
to value the worthiness of the job candidates. After the interview session,
prospective employers can know your other traits besides the given information
in the résumé. Thus, helping the employers making a better judgment on selecting
the right candidate. As candidates, you could evaluate if the job or company suits
your interests and needs.

USEFUL EXPRESSION

1 How to introduce yourself?

• Let me introduce myself, my name is … . Currently,
I’m working with ….

• My name is … . Currently, I am working as …. at …

21

2 To explain about your past achievements or experiences

• During internship, I have worked as a …. in … at … . My
job specifications are …

• I participated in … Competition at district/ state/national
level. I won …

• My working experience as a … enables me to gain many
beneficial experiences such as ….

• I have been awarded as the … by … in 2013
• My previous achievements are …

3 To give one’s opinion

• In my opinion, ….
• Personally, I think that …
• As far as I’m concerned,
• I’m convinced that …
• In my point of view…
• Well, I believe that…

4 To ask for opinion

• What do you think of … ?
• How do you feel about?
• What’s your opinion of…?
• What are your views on …?
• What is your reaction to ….?
• Have you got any comments on …?

22

5 To agree

• That’s right
• I also have the same opinion
• I completely agree with you
• I concur with you

6 To disagee

• I’m afraid I don’t agree with you because …
• I’m afraid I could not agree with you because…
• I’m afraid I have a different opinion
• I beg to differ

7 To express your interest to be employed

• I am interested to be employed by this company because …
• I believe that by being employed by this company I could …

8 To ask questions from the interviewer/s?

• Could you explain about the perks the company will
provide?

• How could I grow professionally with this company?
• Does the company provide medical benefits/allowances

besides the basic salary?
• May I know the basic salary that could be offered to a fresh

graduate?

23

Part DURING AND MAINTAINING
EMPLOYMENT
2
UNIT 3: PITCHING YOUR PRODUCT

TOPIC 1: PRESENTATION - ORAL

INTRODUCTION

This topic focuses on the power of effective oral presentations in pitching your
products. Many a time in the 21st-century industry, you will be tasked to represent
your organization in presenting the company’s products to potential investors or
clients. The trick is not just about presenting the products but in the ability to
influence the audience in believing your facts about the products. This task is
further challenged by the fact that you will have to succeed in attracting your
audience’s attention and focus within the first 2 minutes of your presentation.
Failing which, your potential investors or clients would have decided not to
give you their attention and most importantly, their interests. Unlike other oral
presentations, pitching your product is normally done in ten minutes.

Activity THINK-PAIR-SHARE
Imagine you are one of the audience to an
oral presentation on a product. List down your
expectations from the presenter. Later, take 2
minutes to share your list with your neighbour.
Identify the similarities in your lists.

24

EXPECTATIONS OF THE AUDIENCE

The following is a list of some common audience’s expectations from you as the
presenter in pitching your product.

a) Pleasantly dressed/well-groomed

You MUST dress professionally though smart casual is acceptable in certain
contexts. However you plan to dress, ensure you are comfortable in the outfit.
Be natural in your dressing. Besides what you put on, you MUST also ensure your
appearance is pleasant to look at by the general standard. Keep your hair tidy,
moustache/stubble well-groomed and for the ladies to ensure your make-up is
kept to the minimal necessity. Too much colours on your face do not bring any
benefit. The same rule goes to your attire. Choose earth colours, black, dark blue
or grey. You could mix and match the colours but keep them in the same tones
or shades.

b) Clear voice with good articulation, enunciation and pronunciation

Audience will already have their first impression of you the moment they look at
how you are dressed and how well you are groomed. Quite immediately after that
is your voice. Maintaining their first impression on you then immediately depends
on the quality of your oral the moment you open your mouth to speak up. It is
extremely important that you are relaxed and calm yet focused on what you need
to say in the next few minutes. Your voice needs to be loud but not too loud to
irritate the audience. The key is to ensure that your voice is audible.

A clear voice is not just about being heard as it also requires clear enunciation
and good pronunciation. Clear enunciation is an ability to stress on certain words
(normally the keywords) with appropriate pitch. You need to also know when to
pause. The most effective time to pause is when you have just emphasized on an
important fact or when you wanted to highlight certain expressions (this could be
a phrase you just said or you are signalling an important gesture to the audience).
On top of all, it is of paramount importance that you know how to pronounce
accurately.

25

c) Well organized ideas

In pitching your product, time is the essence. Investors or clients do not have
much time to offer to you in making your presentation. Generally, you would
have 10 minutes to pitch your product. The audience needs to be kept in
increasing interests level as they follow your presentation. This calls for ideas
to be organized in the most effective sequence. The following are some rules of
thumb in explaining clear, well–organized ideas. You need to explain the following
elements;

1. what the product is – show a picture or a prototype or better still the
actual product

2. what is unique about your product – share what is different and better
in your product (focus on the selling factors about the product and
what types of profits the audience could gain)

3. who your exact target market audience is – use demographic or
psychographic features to highlight your target customers

4. how you plan to acquire the market audience as potential customers
– this is your marketing plan; important to include digital strategies to
stay ahead of other competitors

5. your proposed revenue model – this is when you persuade your
audience by telling them how your product could make them gain
better profit or better still richer; identify a revenue model to show to
your audience

6. exit strategy – this is the punch line in your overall presentation; a
statement you give that tells the audience what they will get or what
they will profit in a specific given time; answer that question hanging
at the back of their mind throughout your presentation – “How will
this product make me a lot of money in 1/2/3 years’ time?”

26

d) Simple and straight-forward language

Now that you know what to present in that 10 minutes, you need to speak your
mind in a simple and straightforward language. Avoid technical jargons or terms
which could confuse your audience. Imagine you are presenting the whole idea
to a layman. In doing this, do not mock your audience’s intelligence. The idea
behind pitching your product is to sell your product. Selling your product will
require clarity in your presentation. Remember that it is of upmost important for
the audience to understand you first before you could persuade them.

e) Keep eye-contact to maintain rapport with the audience

Everyone in the audience needs to feel that you have acknowledged them during
your presentation. Though it is not it is not an easy task, a simple act of keeping
an eye-contact with the audience could do the trick. Identify three angles in the
room; the far right, the middle and the far left. Ensure you glance through this
angle by keeping an eye-contact between 4-5 seconds before you look at another
angle. From time to time, fix your eye to look at specific individuals among
the audience. Rotate this eye fixture and angle glancing. This action gives the
audience an impression that you are looking at them, every single one of them.
Additionally, in so doing, do not forget to smile. Smiling while keeping an eye-
contact extends the proximity in your relationship with the audience during that
10 minutes of your presentation.

f) Use appropriate body language and avoiding distractions

To this end, we have focused on your appearance, content and language. Next,
it is equally important to maintain professionalism throughout your presentation
via effective body language. Some body language could be habitual and
unfortunately, they could distract or worst irritate your audience. Normally, you
would present by standing. In so doing, you could move to the sides (left, right,
back, front). However, it is necessary that the movement is not done rapidly. Pace
your movements by staying put for a while before you start walking again. Also,
do not move too far away from the centre stage. Besides walking on the stage,

27

you need to be mindful of your hand movements. While it is necessary to point
or raise your hand to emphasize what you are saying, keep your hand movements
minimal and only when necessary. Most importantly, relax and be calm. Be natural
in your use of body language.

g) Be enthusiastic and smile

Finally, an impressive presentation on pitching your product requires an
enthusiastic presenter. Keep the energy and spirit high up. In persuading your
audience to be interested in your product, you must first show them that you are
interested in them and in sharing the product with them. Keeping effective eye-
contact, using appropriate body language and most importantly keeping a smile
on your face during the presentation are indicators of your enthusiasm.

Activity Refer to the rules of thumb when organizing
your ideas (Well-organized ideas). When
pitching your product, you need to explain
the basic 6 elements. Think of a product
and outline the ideas you could have in
explaining the 6 elements. Draft your
outline in written form. Share with your
group. Keep it for further activities.

28

TOPIC 2: PRESENTATION SKILL - VISUALS

INTRODUCTION

This topic focuses on the effective visual aids that you could have in enhancing
the effectiveness of your oral presentation in pitching your product. Unlike other
oral presentations, the presentations you make in pitching your products will
require visual aids with exact purposes. While visual aids in other presentations
are there to make the presentations more lively, the visual aids in pitching your
product are necessary to boost the selling factors of the product making your
presentation more convincing.

THINK-PAIR-SHARE

Recall the product you had in mind for the
previous activity. Identify what types of visual
aids will you bring to your presentation? List
them down and share with your neighbour.

Activity

TYPES OF VISUAL AIDS

In pitching your product, the intention is to convince and persuade your audience
to agree with you and be impressed with your product. The 6 basic elements
in your product explanation is a good start to decide what visual aids will be
necessary. As your audience are your potential investors or clients, they need to
be wowed with facts and figures. However, numbers, percentages and statistics
without colours and graphic designs may result in poor presentation no matter
how good your contents are and how good your presentation skills are. The

29

following are some types of visual aids you could have in your presentation on
pitching your product according to the purposes.

TYPES PURPOSES
Actual product/prototype
Show a finished product or what the
product will be in its finished form

Single chart (bar or line graph) Visualize data on a given subject/topic

Mixed charts (a variety of different Show similar or related data in different
charts such as pictorial, pie chart, charts
histogram, scatter plot)

List infographics (texts that list info) Provide information about the given
Timeline subject/topic

Show how a given subject/topic has
changed over time

Flowchart Describe the flow of the process from
the starting point to the end with
important decision-making in between

Comparison table Compare and contrast two given
Location-based infographic subjects/topics

Use of a map to visualize gepographical
data

Hierachical infographics Stack items/subjects based on
predefined levels

Visualized number infographics Images added to statistics

30

DOS AND DON’TS

There are several rules to follow in ensuring the visual aids are effectively used.
The following are the lists.

A. use the visual aids to enhance your points (e.g in showing
statistics or data with the sources acknowledged)

B. show the sources of data shown to add credibility to your
points and presentation

C. spend relevant time describing your visuals

A. use too many visual aids to highlight a point
B. rush through your visual aids
C. use too many colours on the visual aids
D. stand in front of your visual aids

Activity Based on the activities you have done,
choose a relevant visual aid to facilitate
your explanation on elements no 2, 3 and
4. You could use a maximum of three types
of visuals. Practice explaining the chosen
elements using the visual aids. Later, present
it to your classmates in 4 minutes.

31

SUMMARY

This unit has specifically focused on a speaking skill – oral presentation skill.
Particularly, in meeting the demand of the 21st-century industry, this unit
emphasizes on pitching your product. There are two parts in this unit namely;
oral presentation and the use of visual aids. The activities provided are meant to
highlight hands-on nature of the unit as the unit is based on practical aspects.

USEFUL EXPRESSION

The following is a list of useful expressions in making a presentation on pitching
your product. The general idea is that the presentation is limited to 10 minutes.

Introduction Development Closure
(2 minutes) (6 minutes) (2 minutes)

Have you ever Please follow me in With the identified push
wondered what life is exploring the full and pull factors, you can
like without.... potential of this expect a huge return.
product.

Allow me to present to You may think that you This product does not only
you a promising idea have heard enough profit you as an individual/
that could change how but not until you hear entrepreneur, it changes
we view life/how we the uniqueness of this how we live and improve
live. product. the quality of our lifestyle.

I promise the next few The credibility of this The dollars and cents
minutes will give you product lies on the are pretty obvious as
a new perspective on following factors. you can see the return
problem solving. as stimulated in the next
1/2/3 years to come.

32

Part DURING AND MAINTAINING
EMPLOYMENT
2
UNIT 4: WRITING AT WORK

TOPIC 1: LETTER AND EMAIL WRITING

INTRODUCTION

Regardless of what your job is, you will need to correspond professionally with
your superiors, colleagues, and/or your employees throughout your career. This
section will discuss the two most common correspondences at the workplace -
letter and email writing. In the 21st-century workplace communication, the use
of digital and online correspondence such as email is becoming more popular
than the physical letter. However, there are times when you may need to send a
physical letter, while at other times a quick email is sufficient.

TIPS FOR WRITING LETTER AND EMAIL

Below are some basic rules for sending polite and professional letters and emails
at workplace:

Decide the right method Think carefully about the situation. For instance,

if you are in an emergency and need to take a day off, email is likely the best
choice. However, if time is not as important, and you want to be official, you
might send a formal letter.

33

Send it to the right people Think about who needs to receive your

message. For example, if you are responding to a customer’s complaint, you have
to send the message not only to the specific customer, but you may also need to
send a copy to your superior.

Be professional Make sure your tone is always polite and professional.

Avoid using slang, abbreviations, emojis, or distracting fonts and formats. When
the content of the message is work-related, use a professional tone.

Include an appropriate greeting and closing Whether sending an

email or letter, include a professional greeting that includes the person’s name.
Also include a closing and a polite signature. Include an email signature if it is an
email, and a handwritten signature if it is a letter.

Keep it brief Keep your message as short as possible. A brief introduction,

like “I hope you are well” is enough. Then, quickly inform your reason for writing.
The message should be no longer than a brief paragraph or two (especially an
email). If you keep it short, the recipient will be more likely to read it.

Edit and proofread Always thoroughly proofread your message for spelling

and grammar errors before sending it. Professional emails should always be clear
and easy to read.

TOPIC 2: TYPES OF LETTER AND EMAIL WRITING AT WORKPLACE

There are various types of letters and emails that you may encounter at your
workplace. Below are some of the common ones that you may have to deal with
during your employment.

34

1. To Congratulate

You may want to congratulate your colleagues on their success such
as getting a promotion. Instead of saying that in person, you have
the choice of sending your well wishes via email or letter which your
colleague can save and look at it later.

TIPS FOR WRITING LETTER / EMAIL TO CONGRATULATE

Think about the recipient Your relationship with the recipient will

shape the tone of the letter. You can be a bit more informal with a close
friend or family member. But, to be strictly professional with some others.

State the specific occasion Explain right away the purpose of

writing the letter/email. As for an email, you might state the specific
occasion clearly in the subject line.

Explain how you know Share how you found out the news. Perhaps

you saw the promotion on the company’s official website, or from a
colleague.

Express praise and approval Emphasize your approval of this

promotion. But don’t overdo it. Keep your congratulations and praise
short and to the point.

Edit and proofread the email/letter before sending Typos

and grammatical errors diminish the impact of having professional
communication.

35

Below are a few examples of congratulations letter and email. Use these as
templates for starting your messages.

a.) Letter

b.) Email

36

2. To Thank

There are situations at your workplace that may require you to send
a thank you message to different people including your co-workers,
superiors, customers or business contacts. When you need to say thank
you, it is important to use both the right words and the right format.
Sometimes a handwritten note is best; other times, a quick email is ideal.

TIPS FOR WRITING LETTER / EMAIL TO THANK

Use the correct greeting If the letter/email is formal, address the

recipient as “Mr.” or “Ms.,” followed by their last name. If the letter is
informal, refer to the recipient by their first name.

Express thanks and appreciation Thank the recipient and state

how much you appreciate what they gave you, and how it will help you.
As for an email, you might also state this clearly in the subject line.

Look forwards to the future Wrap up your thank you letter/

email by looking toward the future with the recipient.

Say thank you again Close your letter/email with a simple, final line

of thank you.

Use an appropriate closing For work-related correspondence, the

most common closing are “Best regards”, “Kind regards” or “Sincerely”.

Below are a few examples of thank you letter and email. Use these as
templates for starting your own messages.

37

a.) Letter

b.) Email

38

3. To Respond To Customer Complaint

Regardless of who you are and at any workplace, asking an apology to the
customer for any bad experience is essential. It is always better to write
an apology letter than asking for an apology via calls or text messages.
So, if you ever receive a complaint from your customer do not hesitate
to write back an apology letter.

TIPS FOR WRITING LETTER / EMAILTO RESPOND TO COMPLAINTS

Summarise Briefly summarise the complaint, including any dates (if

applicable).

Respond Respond specifically to the issues brought up by the customer.
Apologise Provide a specific apology that acknowledges any mistakes

on your part.

Explain Elaborate exactly what you intend to do (or have already done)

to make it right.

Maintain Propose how you will improve the customer’s experience in

the future.

Close Finish the letter with your contact information should the

customer want to discuss the matter further.

Below are a few examples to respond to complaints in letter and email.
Use these as templates for starting your own messages.

39

a.) Letter

b.) Email

40

4. To Apologize (Coming Late To Work, Taking Uninformed Leave)

Writing an apology letter to an employer is not something uncommon
at any workplace. It is normal that you may make mistakes at any point
of your employment such as coming late to work, showing up late for
important meetings, or taking leave without informing your employer.
As an employee, you will be required to provide a written letter of excuse
/apology or send an email message to your employer explaining the
situations. Writing an apology letter is an effective way to show that you
are sincerely sorry for missing work.

TIPS FOR WRITING AN APOLOGY LETTER / EMAIL

Apologise Apologise and provide detailed explanations to your

employer of the situation including time and place.

Acknowledge Acknowledge the implications/consequences on the

company as a result of your mistake/action.

Take responsibility Acknowledge you were at fault.
Explain Explain the reasons that caused the inconveniences without

giving too many excuses.

Pledge Promise that it will not happen again in the future.
Express regret Include a simple statement of regret.
Express goodwill State willingness to do whatever necessary to

correct the situation.

Below are a few examples to write an apology in letter and email. Use
these as templates for starting your own messages.

41

a.) Letter
b.) Email

42

SUMMARY

To summarise, the samples of correspondence discussed above are some of the
common and frequent ones that you may have to deal with at the workplace. In
preparing and writing one, it is important to bear in mind some of the do’s and
don’ts to help you produce better workplace writing

DOS AND DON’TS

Know who the receiver is as this will determine the tone of
your letter/email, keep it simple but professionally written,
and make sure it is well stuctured and organised, and don’t
forget to edit/proofread your writing before sending.

Please avoid making obvious errors (e.g. recipient’s name,
gender, or professional title) and being too reliant on the
computer for spelling/grammar checking. Don’t use sarcasm
jokingly in your written communication. Remember, in order to
maintain your career, you have to be professional in handling
your correspondence effectively.

a. BwtDpWyhahooiessryruecikmstrdupeicoslfaoassaalcntailleleluesiatksrtitletteiletuelurytrathaatomotieniofdoemnsntaaahiepsnnmoeoiendwtplomlwhtegthahisyhcaielhinactaobhsrdaeeoenwynvpaoeredodium,itslnirisdnnagisigebislua.lcaepmouepafserhnsissoydseusraaxibcgpcamaeopmlnirvtlpoetciialpetentrrbsgeinaoriotntaieshfgn.

b.
c.

activities d. iWimn prciootermtaapnqletutdiicnokgceuymmouaeirnl cttoo. myopuarncyo’swporrokjeercto.n his/her success

43

USEFUL EXPRESSION

Here are some sample sentences that you can draw on to craft a letter of
congratulations:

TO CONGRATULATE

Opening Closing

• Congratulations on ….. • I'm so proud to have worked with
• I'm so thrilled to hear… you.
• Congratulations on your ……
• We will miss you…..
• Kudos to you for …... • I wish you…...

• It was a pleasure and an honor…..

TO RESPOND TO CUSTOMER COMPLAINT

Opening Closing

• We refer to your complaint letter • Please accept our sincere apology

dated… • We have taken the necessary

• We would like to extend our steps to….

apologies for… • We promise that this problem will

• We have investigated your never happen again…

complaint and would like to inform • We highly appreciate your
you that …

feedback

TO APOLOGIZE

Opening Closing

• Please accept my deepest • I promise this will never happen
apology… again…

• I am extremely sorry…. • I can assure you that….
• I am truly sorry that….. • I’ll take immediate action / rectify
• I’m aware that I’ve let down the ...
….
• I’ll be sure to ….

44

Part DURING AND MAINTAINING
EMPLOYMENT
2
UNIT 5: WRITING FOR WORK

TOPIC 1: PROPOSALS

INTRODUCTION

Proposals are persuasive written documents which can be produced for audience
within an organisation or outside. A proposal contains a detailed plan which
mainly aims to provide a solution to a problem or offer the best approach to
complete a task often by elaborating the need to carry out the plan as well as
detailing the financial implications. A proposal is written for various purposes.
For instance, a proposal can be written to seek approval or to elicit funding for
renovating office space, purchasing new furniture, replacing and installing new
features in buildings, organising an event such as in-house training, a workshop,
an annual dinner or even a company trip.

TYPES OF PROPOSALS

Basically, there are three types of proposals, internal, solicited and unsolicited.
Each type is elaborated below:

• Internal proposals – The intended audience for this type of proposal will be
the top management of your own company or organisation. For example, your
top management might identify a problem such as the lack of space for staff
to relax and socialise with each other during lunch break at your company.

45