Workplace Communications for Graduating students A Quickguide COLOR-merged

Hence, your unit might be requested to prepare a proposal for a special room
to be set up so that the company’s staff could utilise it during lunch hour.
Another example, your superior might notice that there are some staff at
your workplace who lack communication skills. You might be asked by your
superior to come up with a proposal for a specific training or programme to
address this concern. Hence, your task is to prepare a proposal which aims to
convince the top management that the programme or training needs to be
carried out. This type of proposal requires approval internally only i.e the top
mangement of your company.

• Solicited – This type of proposal is usually for external submission to potential
clients who invites your company to carry out a project for them. The client
might have identified your company as a company that has the experty or
experience in a particular area based on the successful completion of your
previous projects. Usually, the potential client will have some predetermined
requirements that you have to adhere to. For example, a client might approach
your company to supply them with office equipment or provide them with
services. So, you will prepare a proposal which provides the details of the
products or services, the method of delivery and the estimated cost. The
aim of this type of proposal is to persuade the client that your company can
complete the task and fulfil the set requirements in the most feasible and cost
effective way.

• Unsolicited – This type of proposal is more challenging than the previous
two because the proposal is not written and submitted based on the client’s
request but it is an offer by your company to offer services to the potential
client might need or provide solutions to problems that the potential client
might have. Since it is your company that is offering your service/experty, the
risk is that there is no assurance that your proposal will be accepted by the
potential client. You also have to compete with other companies that might
be bidding for the same project. Hence, to attract the potential client, you
have to ensure that your problem identification is relevant to the particular
company and your main goal is to convince the potential client that your
company is the best organisation that can complete the task in the most
feasible and cost effective way.

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a. Think of situations you need to prepare each
type of proposal discussed in this section.
Give specific example for each.

Activity

PARTS OF A PROPOSAL

Generally, a proposal has three parts – the front matter, body and back matter.
The common elements each part contains are illustrated below:

Front matter:
1. Cover letter:

• A brief, formal letter to accompany the proposal.
• It states the purpose of the proposal submission and the summary of

the content of the proposal.
2. Title page:

• The cover page which contains your unit’s/company’s name and logo,
the title of the proposal and submission date.

3. Table of contents:
• A list indicating titles/subtitles and their corresponding page number.

4. Executive summary:
• Also known as an abstract which contains the following:
i. some background information on the problem and the statement
of the problem.
ii. the purpose of the proposal.
iii. the solution to be proposed.
iv. brief explanation of how to carry out the plan.
v. the estimated budget.
vi. the expected outcomes/benefits

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Body:
1. Introduction:

• Presents related events that highlight the problem.
• Includes some facts or figures to highlight problem.
• Explains the problem in detail.
2. Proposed solution:
• Discusses the proposed solution.
• Explains the method and procedures to execute the plan in detail.
3. Table of contents:
• Provides the breakdown of estimated cost incurred.
4. Executive summary:
• Summarises the whole proposal.
• Highlights the benefits of the project.
• Convinces the audience why the proposal has to be accepted
5. Sources:
• Mentions the sources of facts and information presented in the

proposal.

Back matter:
1. References:

• A list of sources cited in the proposal.
2. Proposed solution:

• Tables/figures
• Illustrations

Activities a. Think about a situation or condition at your
workplace that needs to be improved. Come
up with the best solution to address it.

b. Write a proposal to the Director of your unit
using the information you have in (a).

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DOS AND DON’TS

1. Define the problem or need clearly.
2. Brainstorm several possible solutions.
3. Provide evidence or accurate data to support the problem

statement and solution.
4. Analyse the solutions in order to decide on the best one.
5. Know your audience and always consider the audience’s

perspective.
6. Make sure each section contains what it should contain.
7. Edit the proposal for factual and language inaccuracies

before sending it.

1. Include new information in the conclusion section.
2. Use long-winded sentences. This can easily confuse and

demotivate the reader.
3. Provide outdated information or data.

SUMMARY

1. Proposals are persuasive documents that are written to propose a solution to
a specific problem.

2. Proposals can be written for internal and external audience.
3. Generally, proposals have three main parts which are the front matter

(cover letter, title page, table of contents and executive summary); the body
(introduction and problem statement, proposed solution, cost estimation,
conclusion and sources) and the back matter (references and appendices).
4. Proposal writers should keep in mind that the main aim of writing the proposal
is to convince the audience to accept the solution presented.

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USEFUL EXPRESSION

Below are some expessions that you might find useful in writing your proposal:

Stating the purpose
The purpose/intention/aim of this proposal is to present / suggest...
As requested, this proposal is submitted to...
This proposal is submitted to improve…
The objective of this proposal is to …

Stating the problem
The problem of ….
From our observation, we found that…
The … has posed a problem to …
The issue of … is has become a main concern…
The main problem is…
A major concern is …

Proposing a solution
To address this concern…
The most viable solution is …
The best way to address this problem is…
We should consider …
I propose that…
I would strongly propose …
The measure that should be taken is …

Emphasising benefits
This project can definitely solve the problem of …
If this project is not undertaken, …
This company will benefit ….
By carrying out this project, the company will gain …
This project will enhance …

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Concluding
I trust you will consider this proposal favourably…
I believe this proposal will receive due consideration…
It can be concluded that…

TOPIC 2: REPORTS

INTRODUCTION

At the workplace, reports are informative document written to relay information.
It could be information about work in progress, work completed, visits by outside
organisations to the company or visits to other organisations.

TYPES OF REPORTS

There are several types of reports. Some common examples are progress
report, incident report, trip report and recommendation report. Below are the
descriptions of each report:
• Progress report – A report that communicates the progress of one project only

over a specific duration. For example, a report on office renovation progress
and a report on holding a company’s annual event. It describes what has been
completed and what needs to be done next.
• Incident report –Areport that describes an incident that happens unexpectedly
such as an accident at a work site and an episode of argument or altercation
between company staff. Hence, the description must be presented precisely,
accurately and often chronologically.
• Trip report – A report that informs the top management or other staff of your
company about a visit made to another company or outside organisations and
what transpired during the visit. It also discusses the outcomes of the visit.
• Recommendation report – A report that is written to recommend a possible
solution to be carried out in order to address a problem at the workplace.
Several alternative solutions will be presented and each solution will be
weighted by comparing them based a list of criteria and recommending the
best alternative.

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PARTS OF REPORTS

Progress report

To: Receiver’s name
From: Sender’s name
Date: Date sent
Subject: Progress Report No.1: Planning xxxxxx (Name of project)

Introduction
• Details the name of project, the period reported and the purpose of the

report.
Work completed
• Describes what has been completed. Use subheadings if there are more

than one aspect to report.
Work scheduled
• Describes the tasks that are expected to be done next.
Projections
• Presents possible constraints the project might encounter.
• States expected completion date.

Incident report

To: Receiver’s name
From: Sender’s name
Date: Date sent
Subject: Report on xx (states the specific incident)

Summary
• Summarises the incident and mentions the exact date. Should be concise

and highlight key events.
Description
• Elaborates what happened chronologically. Includes accurate details of

who were involved, numbers or how things happened.
Outcomes
• Explains what happened as the consequence of the incident.
Conclusion
• Discusses the lessons learnt from the incident and the measures to be

taken to avoid it from happening again in the future.

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Trip report

To: Receiver’s name
From: Sender’s name
Date: Date sent
Subject: Report on trip to xxx (states the name of a specific company)

Introduction
• States the date of the trip, the purpose or objectives of the visit, the place/

organisation visited and the people you met there.
Body/Findings
• Presents the details of the outcomes of the visit (to report the findings for

each objective under separate subheadings).
Conclusion
• Discusses your evaluation of the visit and the lessons gained from the visit.
Recommendations
• Presents the suggestions on what can be done by your own company in

relation to the findings gathered.

Recommendation report

To: Receiver’s name
From: Sender’s name
Date: Date sent
Subject: Recommendation for the purchase of xxx (states item to be purchased)

Introduction
• Mentions the purpose of the report.
• Explains the problem briefly.
• States two or three recommended alternatives.
• States the specific criteria used as the basis for comparison (for examples

safety, cost, efficiency, logistics, time, etc.)
Recommendation
• Recommends the choice by giving reasons for the choice based on the

specific criteria.
Scope
• Describes the specific criteria mentioned in the introduction. This section

presents the most important criterion followed by the least important.
Discussion
• Compares the recommended alternatives based on each criterion.

Concludes by highlighting which is one is a better choice.

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DOS AND DON’TS

1. Know the type of report you need to write.
2. Plan what you want to write. Last minute report writing

will not yield satisfactory outcome.
3. Get your facts right.
4. Use past tense and reporting language.
5. Be objective and impartial while writing the report.
6. Keep your report simple and concise.

1. Use vague words.
2. Write long sentences.
3. Include irrelevant details.

SUMMARY

1. Different types of reports normally follow a particular structure and contain
different parts.

2. Reports are usually written for internal audience but sometimes can also be
prepared for external audience depending on the circumstance.

3. Reports are informative documents, therefore, it is important to ensure that
correct and accurate information and facts are presented.

USEFUL EXPRESSION

Introduction
The purpose/ aim of this report is to outline / present / discuss / suggest ...
This report contains the details concerning the incident highlighted by ...
I am submitting this report related to...
This report is submitted in response to the …

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Conclusions/Recommendations
Hence, it can be concluded that ….
The obvious conclusion to be drawn from these facts is that...
It is clear that …
It is strongly recommended that…
Clearly, A is the best alternative to address this concern…

activities a. Think about a project that you are involved
in right now. Describe the progress of your
project in a progress report.

b. Think about a recent incident that has
happened at your workplace. Talk to those
people involved and those who witnessed the
incident. Report your findings in the form of
incident report.

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Part DURING AND MAINTAINING
EMPLOYMENT
2
UNIT 6: COMMUNICATING AT
WORKPLACE

INTRODUCTION

In today’s fast-paced business environment, employees at all levels find
themselves being asked to handle more tasks, meet more deadlines, take on more
responsibilities, and adapt to more changes. In addition, the constantly shifting
diversity of the workplace, where co-workers cope with generational, gender, age
and cultural differences, make it more challenging. Communication, both verbal
and nonverbal, is at the foundation of everything we do and say and is especially
important in the 21st-century workplace. The good news is that communication
is a learned skill, and can be improved upon with the right training. The focus of
this unit is to heighten students’ awareness of workplace communication and
add new interpersonal skills, with the end result of becoming a more competent
communicator.

Effective communication in workplace is needed for good working relationships
among co-workers, managers and staff, and employees with the public. Positive
interactions enhance good feelings, increase morale, improves teamwork and
enrich work satisfaction. Negative communication leads to confusion, anxiety,
tension and uncertainty, which adversely may impinge on work efficiency and
company productivity. Everyone in the organization must develop the skills for
positive interactions to ensure effective working relationships. This topic focuses
on interpersonal communication and small group communication.

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TOPIC 1: INTERPERSONAL COMMUNICATION

Interpersonal communication is the process of face-to-face exchange of thoughts,
ideas, feelings and emotions between two or more people. This includes both
verbal and non-verbal elements of personal interaction. Interpersonal skills are
crucial when you interact and communicate with others. These skills involve the
ability to communicate and build relationships with others. Effective interpersonal
skills can help you during the job interview process and can have a positive impact
on your career advancement. Some examples of interpersonal skills include:

Active listening - Active listening means listening to others with the purpose

of gathering information and engaging with the speaker. Active listeners avoid
distracting behaviours while in conversation with others. This can mean putting
away or closing laptops or mobile devices while listening, and asking and answering
questions when prompted.

Teamwork - The ability to work together as a team is extremely valuable in

every workplace. Teamwork involves many other interpersonal skills like
communication, active listening, flexibility and responsibility. Those who are good
“team players” are often given important tasks in the workplace and may be seen
as good candidates for promotions.

Dependability - Dependable people can be relied on in any given situation. This

can include anything from being punctual to keeping promises. Employers highly
value dependable workers and trust them with important tasks and duties.

Leadership - Leadership is an important interpersonal skill that involves

effective decision making. Effective leaders incorporate many other interpersonal
skills, like empathy and patience, to make decisions. Leadership skills can be used
by both managers and individual contributors. In any role, employers value people
who take ownership to reach common goals.

Empathy - A worker’s “emotional intelligence” is how well they understand the

needs and feelings of others. Employers may hire empathetic or compassionate
employees to create a positive, high-functioning workplace.

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In a work environment, strong interpersonal skills are an asset that can help you
navigate complexity, change and day-to-day tasks.

INTERPERSONAL COMMUNICATION STYLES

There are three types of interpersonal communication approach: Aggressive
style, submissive style and assertive style. Workers who use an aggressive style
of communication deliver their messages in loud, hostile voices that convey the
impression that they believe their opinions and feelings are more important than
anyone else’s. They tend to embarrass, insult, or intimidate their listeners to get
their way.

On the other hand, staff who use a submissive style of communication tend to
put themselves last and seem to consider themselves inferior to others. This
encourages others to disregard their needs and to take advantage of them.
Submissive communicators often do not get what they want as they do not stand
up for themselves.

Lastly, workers who practise an assertive style express their wishes in a clear and
direct way that conveys that they expect their rights to be respected and that
they, in turn, respect the rights of others. Assertive speakers are positive, fair, and
self-confident.

Activity THINK-PAIR-SHARE
For each response to the following situations, circle the letter
of the style of communication used;
A= aggressive B= submissive C= assertive

1. While waiting in line to buy lunch at the office cafeteria,
another colleague cuts the queue.

a. You say nothing, hoping someone behind you will say
something or complain. A B C

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b. You admonish the person for being rude
and loudly tell him to wait for his turn like

everyone else. A B C

c. You say that you had arrived first and point
out the end of the line in case the person
hadn’t realized his mistake. A B C

activities

TOPIC 2: SMALL GROUP DISCUSSION

An important example of small group communication at workplace is the
workplace meeting. It should be an active and dynamic experience in which
everyone interacts, listen to each other and try to contribute to the meeting.
Nielsen (2009) defines meetings as one of the main arenas where organizational
knowledge and culture are shaped, negotiated and disseminated. There are
several keys for successful workplace team meetings:

• Prepare to participate
• Participate appropriately
• Listen actively
• Take thorough notes
• Be courteous

The chairperson of a meeting must take responsibility for providing all attendees
with an equal opportunity to participate. Here are some strategies that a
chairperson may use to achieve full participation of the group.

When members speak too much:

• Remind the group that everyone has a voice and it is important that
everyone must be given an equal opportunity to comment on topics

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during the meeting.
• Limit discussions on a specific topic to reduce repetitiveness and

redundancy.
• Thank the speaker, summarize the views presented, and then invite

another member to speak.

When members speak too little:

• Ask direct questions; draw on the individual’s expertise relative to the
topic.

• Ask for the member’s viewpoint on safe topics before seeking input on
controversial or complex issues.

Useful Expressions for effective workplace meeting

Opening the meeting. • Good morning/afternoon,
everyone

• If we are all here, let’s get started/
start the meeting/start

Welcoming and introducing • Please join me in welcoming
participants (Name of participant)

*If you have a meeting with new • It’s a pleasure to welcome ...
participants, make sure to introduce • I’d like to introduce ...
them before you start the meeting. • I don’t think you’ve met ...

• We’re here today to

• Our aim is to ...

Stating the principal objectives of a • I’ve called this meeting to ...

meeting • By the end of this meeting, I’d like

to have ...

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Reading the minutes (notes) of the last • First, let’s go over the minutes from

meeting the last meeting which was held on

(Date).

• If you have a meeting that repeats • Here are the minutes from our last

regularly, make sure to read the meeting, which was on (Date).

minutes from the last meeting to

make sure that everyone is on the

same page.

• Have all of you received a copy of
the agenda?

Introducing the agenda • There are three items on the

• Before you launch into the main agenda. First, ...

points of the meeting, double- • Shall we take the points in this
order?
check that everyone has a copy of

the agenda for the meeting. • If you don’t mind, I’d like to ... go in
order (or) skip item 1 and move on

to item 3.

• So, let’s start with ...

• Shall we start with ...

Introducing the first item on the • So, the first item on the agenda is
...
agenda

• Mr Ahmad, would you like to kick

off

Closing an item • I think that covers the first item.

• As you move from item to item, • Shall we leave that item?

quickly state that you have finished • If nobody has anything else to add,

with the previous discussion.

• Let’s move onto the next item

Transitioning to the next item on the • The next item on the agenda is

agenda • Now we come to the question of ...

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Summarizing • Before we close, let me just
summarize the main points.

• To sum up, ...
• In brief, ...
• Shall I go over the main points?

• Can we fix the next meeting,
please?

Suggesting and agreeing on time, date • So, the next meeting will be on ...

(Day), the ... (Date) of ... (Month) at

and place for the next meeting. ...

• What about the following Friday?
How is that?

Thanking participants for attending • I’d like to thank ... and ... for coming
over from Kuching.

• Thank you for attending.
• Thanks for your participation.

Closing the meeting • The meeting is closed.
• I declare the meeting closed.

For both interpersonal and small group communication, two aspects that should
be paid attention to, in order to improve workplace communication skills are
content and method:

Content. The content of the messages you are trying to get across is the

starting point of effective communication. It is imperative to ensure that what
you are communicating is clear and that the information is accurate. For informal
conversations, avoid controversial topics and matters that are too personal, as
discussion of emotion-invoking matters or gossip can sometimes lead to loss of
professional credibility.

Methods. Beyond the content of the information you present, it is essential to

focus on what methods you are using to communicate. In some cases, you will
need to focus on your body language and means of interaction when you are the

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communicator. Other times, it is more vital to focus your attention on how you
respond when co-workers communicate with you.

Below are tips for effective workplace communication that will help increase
productivity and improve relationships with co-workers.

1.1. Communicate face-to-face whenever possible. Companies have been

relying on email as a primary method of communication for the past
several years. Electronic communication can have a detrimental effect
on any type of relationship, especially relationships with co-workers.
Even if you had good intentions, electronic communication is often
misinterpreted. Since the majority of meaning during a conversation
comes from nonverbal gestures and facial expressions, it is easier to
decipher the meaning behind what a person says when communicating
face-to-face. To improve workplace communication, pick up the phone
every once in a while, or pay a visit to your co-worker when you have
something important to say.

2.2. Provide clear information. Workplace communication involves passing

information from one person to the other. If you do not communicate
clearly and accurately, it can cause confusion instead of clarity. Plan
your communication to ensure that you are passing along the correct
information and the right amount so those you are communicating with
understand what you are saying. Avoid emails written in haste and always
plan what you want to say before speaking to avoid miscommunication.

3.3. Combine verbal and nonverbal communication. If you want to become
a more effective communicator, you need to understand the importance
of nonverbal communication. Be mindful that your verbal and nonverbal
messages are in agreement. If you are trying to convey an approval
of something your co-worker has said, for example, ensure that your
nonverbal gestures complement your words. Positive nonverbal feedback,
such as head-nodding when the other person is talking accompanied by
open body posture help the conversation flow more smoothly.

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4.4. Don’t just hear – listen. Listening is an important communication skill
that many people do not possess. Most conflict is a result of poor
listening. In order to share information with another person, you have to
hear what is being communicated. To learn how to listen well, paraphrase
what was said to show that you are listening and to verify accuracy. This
will reduce the likelihood of conflict and will help you become a more
effective communicator.

5.5. Ask questions. Asking questions not only shows you were listening but
also confirms that you understood the other person. You can also use
questions to gather additional information and help you understand
the conversation. Make sure your questions relate specifically to what
is being said. Don’t change the subject by asking questions about a
different topic.

6.6. Handle conflicts with diplomacy. If you feel someone misunderstood
something you communicated, talk to him or her about it as soon as
possible. Doing so can prevent unnecessary resentment and loss of
productivity. To prevent a small misunderstanding from turning into
a major crisis, handle it right away. When handling a conflict, respond
with an open mind and refrain from personal attacks. Ask questions and
listen carefully to the responses so you can understand where the other
person is coming from. Doing so will help you reach a resolution that is
acceptable to everyone.

7.7. Offer positive feedback. If your co-worker performs a task well, tell him
or her. Providing positive feedback is a great way to improve workplace
communication. It also helps people view you more favourably and
encourages open communication. Having a positive attitude in general at
work will open the door for effective communication prompting people
to respond more favorably to you.

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Effective communication is important to workers and the organization that
employ them. Effective interpersonal communication helps workers to interact
successfully with others. Being aware of the three interpersonal communication
styles will help staff to recognize their usual style and that of other colleagues.
With practice, everyone can become more skilful at using an assertive style. This
chapter has also covered how to lead and participate in a workplace meeting.
Content and method of the communication must be given attention to by
communicators in achieving effective workplace communication.

How Good a Communicator Am I ?

(For both face-to-face communication and non face-to-face communication)

LISTENING Always Often Occasionally Never
4 3 2 1

1. When someone tells me

something I don’t understand,

I ask that person to clarify the

meaning.

2. I let others know that I

understand the emotions they

are feeling when they are

speaking or communicating

with me.

3. I don’t simply hear what people

say; I also think about what they

say to me/inform me.

4. When people speak to me/

communicate with me, I notice

their facial expressions, their

gestures, and their tone of

voice.

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5. I look at people when they
speak to me/ communicate
with me so that they know I am
listening.

6. When someone explains
something to me, I remember
most of the details.

7. Even when I disagree with what
someone is saying, I listen to all
that person has to say.

SPEAKING AND WRITING Always Often Occasionally Never
43 2 1

1. When I write or speak, I
think about why I am writing
or speaking and about my
audience.

2. Before I write or speak, I plan.

3. Before I leave a message on an
answering machine, voice mail,
or email, I plan what I am going
to say.

4. I am careful not to use words
that might offend or hurt
people.

5. When I speak/ communicate
with someone from another
culture, I remember that body
language varies from culture to
culture.

66

6. After I write something, I
carefully read it back to myself
to make sure I said what I
meant to say and that the
writing is clear.

7. After I write something, I ask
someone else to read it and to
suggest ways to improve it.

8. After I write and get feedback, I
rewrite.

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Ainul Azmin Md Zamin is an Asst. Professor at Department of English Language and Literature
at the International Islamic University Malaysia. She holds a Phd in Education. Her Master in
Management and B. Ed. (TESL) prepared her as an interdisciplinary researcher in the areas of

English for Specific Purposes, language pedagogy and teacher training. She has published
articles on second language acquisition and teaching of English at tertiary level. Ainul is an
active trainer and has delivered talks on ESP to both public and private sectors. She is

currently the Head for Internationalization and Global Network for Kulliyah
of Islamic Revealed Knowledge and Human Sciences. Ainul can be reached at
ainul_azmin@iium.edu.my.

Rosnani binti Kassim is a lecturer at the Centre for Languages and Pre-University Academic
Development (CELPAD), International Islamic University Malaysia (IIUM) and currently
serves as the Director of CELPAD. She graduated from the International Islamic University
Malaysia (IIUM) with a PhD degree in Education. She obtained her M.Ed TESL degree from
University of Malaya (UM) and her B.Ed TESL Hons from Universiti Kebangsaan Malaysia
(UKM). Her areas of expertise are TESL, Academic Writing and English for Occupational
Purposes. Rosnani can be contacted at marsya@iium.edu.my.

Faizah Abd Majid is a Professor in Adult & Higher Education at the Faculty of Education,
Universiti Teknologi MARA. Currently, she serves as the Director of Academic Development
and Management at the Institute of Continuing Education and Professional Studies (iCEPS).

She has received both international and national research grants and published in various
indexed journals, books and book chapters all within the areas of Adult & Higher Education,
TESL and professional development. Besides presenting as keynote speakers in

international and local conferences, she is also an active trainer serving various Ministries
and organizations. Her email is faiza404@uitm.edu.my.

Rafidah Kamarudin holds a PhD degree in English Language and Applied Linguistics from the
University of Birmingham, UK. She is a Senior Lecturer at the Academy of Language Studies,
Universiti Teknologi MARA, Kuala Pilah, Negeri Sembilan. Her research interests are in the
areas of English Language and Applied Linguistics particularly in topics related to Corpus
Linguistics and language teaching. She has published in both local and international journals
on the issues related to corpus linguistics. Rafidah can be reached at fid@uitm.edu.my.

Maslawati Mohamad is a senior lecturer at Faculty of Education, Universiti Kebangsaan
Malaysia. Her main research interests are innovations in teaching and learning in ESL context,
teaching reading in ESL context and English for Specific Purposes. Currently she has

published 99 journal articles including 25 Scopus articles, 55 proceedings, six book chapters
and a book. She is also a reviewer for a few international journals. Maslawati is currently the
Coordinator for TESL online distance learning programme. She can be contacted at

maslawati@ukm.edu.my.

Azizah Mohd Zahidi is a senior lecturer at Pusat GENIUS@pintar Negara, Universiti
Kebangsaan Malaysia. She obtained her PhD from Victoria University of Wellington in 2012
and obtained her Masters and B.Ed (TESL) Honours from Universiti Kebangsaan Malaysia.
She completed her Graduate Certificate in Education (Gifted Education) at UNSW, Sydney,
Australia. Her expertise is in TESL and gifted education and her research interests include
self and social regulation among language learners, self-regulated learning and academic
achievement, conception of giftedness in different cultures and issues related to
achievement among gifted students. She can be reached at deqya@ukm.edu.my.

WORKPLACE COMMUNICATIONS
FOR GRADUATING STUDENTS:
A QUICKGUIDE

This book is designed to equip students with English
communication skills that are required for their
future careers. Whether they are active job seekers
or aspiring job creators, great communication skills
would pave way for success in any career or
industry. Effective communication is crucial in the
21st century professional world as good
communication helps to build positive working
relationship. Workers need to be able to effectively
communicate their ideas and listen to co-workers’
ideas. The topics in this book provide the essential
communication skills needed before as well as
during employment. From writing online resumes
that will impress potential employers, to carrying
meaningful conversations at work, students are
guided through comprehensive, step-by-step
explanations. Each explanation is enhanced with
elaborations and activities that are practical and
easy for students to comprehend. This book is ideal
for graduating students and their instructors.

Kulliyah of Islamic Revealed Knowledge and Human Sciences
International Islamic University Malaysia