Aecs Manual

Guru Nanak Institute of Technology
Department of Humani es and Sciences
ADVANCED ENGLISH COMMUNICATION SKILLS

LAB MANUAL
Master Lab Manual
For the Academic year 2014-15
III B Tech
Ibrahimpatnam, R.R. District 501 506 INDIA

Department of Humani es and Sciences
ADVANCED ENGLISH COMMUNICATION SKILLS

LAB MANUAL
Student Lab Manual
For the Academic year 2014-15
III B Tech
Ibrahimpatnam, R.R. District 501 506 INDIA
ADVANCED ENGLISH COMMUNICATION SKILLS LAB

LAB OBJECTIVE
The introduction of the Advanced English Language Lab is considered essential at 3 rd year level. At
this stage the students need to prepare themselves for their careers which may require them to listen
to, read, speak and write in English both for their professional and interpersonal communication in the
globalised context. AECS Lab focuses on using computer-aided multimedia instruction along with
practical activities for language development to meet the following targets. The proposed course
should be an integrated theory and lab course to enable students to use good English and perform the
following:
Gather ideas and information, to organize ideas relevantly and coherently.
Participate in group discussions.
Engage in debates.
Face interviews.
Write project/research reports/technical reports.

Make oral presentations.
Write formal letters.
Transfer information from non-verbal to verbal texts and vice versa.

To take part in social and professional communication.
2. Advanced English Communication Skills LAB:

LAB Outcome
Upon successful completion of this Lab the student will be able to:
Gather ideas and informa on, to organise ideas relevantly and coherently.
Engage in debates.
Par cipate in group discussions.
Face interviews.
Write project/research reports/technical reports.
Make oral presenta ons.
Transfer informa on from non-verbal to verbal texts and vice versa.
To take part in social and professional communica on.
Students will be able to draft various letters and reports for all official purposes
Corresponding Theory Subjects Outcomes:

ADVANCED ENGLISH COMMUNICATION SKILLS LAB OUTCOMES
WITH MAPPING
SNO
1
2
3
4
5
DESCRIPTION
Students will be able to speak effectively.
Students will be able to express and communicate fluently and appropriately in

social professional contexts.
The development of comprehensive ability through English Language enables
the students in understanding and assimilating other Engineering subjects.
The awareness of English Lab enriches their communication and soft skills
contributing to their overall development and success.
Students will be able to draft various letters and reports for all official
purposes.
PO
MAPPING
f
e
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h
f
3. Introduction about Advanced English Communication Skills LAB

The English Language Lab shall have two parts:
The Computer aided Language Lab for 60 students with 60 systems, one master console,
LAN facility and English language software for self- study by learners.
The Communication Skills Lab with movable chairs and audio-visual aids with a P.A System,
a T. V., a digital stereo audio & video system and camcorder etc.
System Requirement ( Hardware component):
Computer network with Lan with minimum 60 multimedia systems with the following
specifications:
P IV Processor
d) Speed 2.8 GHZ
e) RAM 512 MB Minimum
f) Hard Disk 80 GB
Headphones of High quality
5. Suggested Software:
The software consisting of the prescribed topics elaborated above should be procured and
used.
Suggested Software:
Clarity Pronunciation Power part II
Oxford Advanced Learners Compass, 7th Edition
DELTAs key to the Next Generation TOEFL Test: Advanced Skill Practice.
Lingua TOEFL CBT Insider, by Dreamtech
TOEFL & GRE( KAPLAN, AARCO & BARRONS, USA, Cracking GRE by CLIFFS)
The following software from train2success.com
Preparing for being Interviewed,
Positive Thinking,
Interviewing Skills,
Telephone Skills,
Time Management
Team Building,
Decision making
English in Mind, Herbert Puchta and Jeff Stranks with Meredith Levy, Cambridge
4. A STANDARD OPERATING PROCEDURE SOP

a) Explanation on todays experiment by the concerned faculty using PPT covering the
following aspects:
25 mins.
1) Name of the Module/Aim
2) Software required
3) Activity performed by the student
b) Writing of module by the students

25 min.
c) Activity performed by the student
100 mins.
Writing of the experiment in the Observation Book:
The students will write the todays experiment in the Observation book as per the
following format:
a) Name of the module/Aim
b) Software required
c) Writing of module by the students

d) Activity performed by the student
e) Activity observed by the faculty
f) Mistakes observed (if any) while student performing activity

g) Viva-Voce Questions and Answers
h) Signature of the Faculty
4. B GUIDE LINES TO STUDENTS IN LAB
Disciplinary to be maintained by the students in the Lab:
Students are required to carry their lab observation book and record book with
completed experiments while entering the lab.

Students must use the equipment with care. Any damage is caused student is
punishable
Students are not allowed to use their cell phones/pen drives/ CDs in labs.
Students need to be maintain proper dress code along with ID Card
Students are supposed to occupy the computers allotted to them and are not supposed
to talk or make noise in the lab.

Students, after completion of each experiment they need to be updated in observation
notes and same to be updated in the record.

Lab records need to be submitted after completion of experiment and get it corrected
with the concerned lab faculty.
If a student is absent for any lab, they need to be completed the same experiment in
the free time before attending next lab.
Steps to perform experiments in the lab by the student
Step1: Students have to write the date, aim name of the module in the observation book.
Step2: Students have to listen and understand the experiment explained by the faculty and
note down the important points in the observation book.
Step3: Students need to listen and write module from the software in the observation book.
Step4: Activity performed by the student in respective platform
Step5: Mistakes observed (if any) by the faculty while student performing activity.
Step6: Students need to attend the Viva-Voce on that experiment and write the same in the
observation book.
Step7: Update the completed module in the record and submit to the concerned faculty incharge.
Instructions to maintain the record
Before start of the first lab they have to buy the record and bring the record to the lab.
Regularly (Weekly) update the record after completion of the experiment and get it
corrected with concerned lab in-charge for continuous evaluation.

In case the record is lost inform the same day to the faculty in charge and get the new
record within 2 days the record has to be submitted and get it corrected by the faculty.
If record is not submitted in time or record is not written properly, the evaluation
marks (5M) will be deducted.
Awarding the marks for day to day evaluation:

Total marks for day to day evaluation is 15 Marks as per JNTUH.
These 15 Marks are distributed as:
Record
5 Marks
Result and Viva-Voce
5 Marks
Module setup written and performed 5 Marks
Allocation of Marks for Lab Internal
Total marks for lab internal is 25 Marks as per JNTUH.

Average of day to day evaluation marks : 15 Marks

Lab Mid exam: 10 Marks
Allocation of Marks for Lab External
Total marks for lab external is 50 Marks as per JNTUH.

Module Written: 20 Marks
Activity performed by the student: 15 Marks

Viva-Voce: 10 Marks
Record: 5 Marks
SYLLABUS:
List of Experiments as per the University
The following course content is prescribed for the Advanced Communication Skills Lab:
1. Func onal English - star ng a conversa on responding appropriately and

relevantly using the right body language role play in dierent situa ons.
2. Vocabulary Building synonyms and antonyms, word roots, one-word

subs tutes, prexes and suxes, study of word origin, analogy, idioms and
phrases.
3. Group Discussion dynamics of group discussion, interven on,
summarizing, modula on of voice, body language, relevance, uency and

coherence.
4. Interview Skills concept and process, pre-interview planning, opening
strategies, answering strategies, interview through tele-conferencing and

video-conferencing.
5. Resume Wri ng structure and presenta on, planning, dening the career
objec ve, projec ng ones strengths and skill-sets, summary, formats and
styles, le er-wri ng.
6. Reading Comprehension reading for facts, guessing meanings from

context, scanning, skimming, inferring meaning, cri cal reading.
7. Technical Report Wri ng Types of formats and styles, subject ma er

organiza on, clarity, coherence and style, planning, data-collec on, tools,
analysis.
6.Contents of Lab Manual (Teachers)

8
S. No
0
NAME OF THE EXPERIMENT
Introduction
Functional English
Vocabulary Building
Group Discussion
PAGE NOs.
0-9
10-15
16-40
Interview Skills
Resume Writing
Reading Comprehension
Technical Report Writing
List of Additional experiments, design experiment

SOFT SKILLS
Communication Media Etiquette

Business Memos
Professional Etiquette
Problem solving skills ( Activity based)
Thinking skills (Case studies activity based)
1. Functional English
Objec ve: To communicate eec vely and condently to convey their ideas and opinions clearly.
What is Functional English?

The term "functional" should be considered in the broad sense of
providing learners with the skills and abilities they need to take an active
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and responsible role in their communities, everyday life, the workplace

and educational settings. Functional English requires learners to
communicate in ways that make them effective and involved as citizens, to

operate confidently and to convey their ideas and opinions clearly.
One of the chief reasons why people want to learn a foreign
language is this: They want to be able to do things in that language. That
is, they want to agree or disagree with someone, accept or reject an

offer, deny something, express likes/dislikes, offer food and drink,
compliment someone and do a lot of things like these. In other words,
they want to use that language and perform a number of everyday

communicative functions.
Functions like these are everyday functions, because youll have to
perform these functions whenever you deal with people. In fact, youll
have to perform each of these functions not once, but several times, every
day.
How to Start a Conversation

Starting a conversation can be one of the most stressful things in life, but also one of the most
rewarding. Being good at starting conversations is essential in our career, romance and many other
aspects of life, so start mingling.
Conversation Starting Tips
Research interesting things to talk about.

Before you approach somebody to talk, relax.
Ask interesting questions.
Don't focus on seeming clever.
Be prepared to listen.
Before you start a conversation, it's a good idea to make sure you'll have
something interesting to say.
You'll be more interesting if you keep up with interesting things happening in popular culture
Step 1: Before You Start a Conversation
and the news.

Follow the news, read good books and unusual websites, watch stimulating movies and TV
shows, etc.
Form opinions about things, and be prepared to articulate them in an interesting way.
If there is a specific person you are planning to talk to, do a little research into things you
know they're interested in.
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Even knowing a few interesting details about their favorite sports team or TV show could
give you something to talk about.

If you are very shy, you can even make a list of possible conversational topics.
Try to think of unusual subjects and questions that should be interesting to anyone. For
example, which is a better superpower: flight or invisibility?

Don't be ashamed of making a list. Think of it as something to fall back on.
You might feel silly, but it can be helpful to use a mirror to practice conversation.
This gives you a more objective idea of how you sound and helps you practice your body
language.
Step 2: Starting a Conversation
You've done your prep work. Now you're out and about, and ready to mingle!
Before you approach anybody, relax.
If you're tense, you'll make other people tense. Calm down, try to think of this as an enjoyable
experience, and let your body language become very casual and welcoming.
Remember, there's really nothing to be so afraid of. Even if the conversation is a little dull or
awkward, it's hardly the end of the world.

If you spot a stranger you want to talk to, give them a quick but thorough look to see if you
kind of music that person likes. Look for other clues in the person's clothing.
You can also check out your surroundings for possible things to talk about.
Is there anything interesting in the area? Is there some sort of unusual art or architecture
can get any ideas about their possible interests. A band t-shirt is an obvious sign about the
nearby? Do you have any mutual friends there?

Say hello and shake their hand, if the circumstances seem appropriate. In certain situations,
shaking hands could seem too formal. In other situations, it could seem too personal.
If you know you have some common ground with the person, you can start by focusing on
that. Talk about your neighborhood, a teacher you share, something at work, etc.
If the person has nice clothing, you can start a conversation with a compliment and a
question. When You Have Nothing to Talk About "I like your coat! Where did you get that?"
Complimenting their clothing is one thing, but you should avoid commenting on the person's
seem creepy.
Don't compliment the person for something unless you really mean it. If you give them a false
reason.
Don't go into the conversation trying to sound clever. Be ready to listen.
Focus on questions to get things going. Ask about the person, and if a certain subject seems
physical appearance too soon. Telling somebody they have nice eyes when you just met could
compliment and they see through it, you'll look like you're trying to scam them for some
to bring them to life, follow up on it.

If you want to have an interesting conversation, ask interesting questions. If the other person
is just answering "yes" or "no" a lot, your questions probably aren't open-ended enough.
If you're paying attention to the other person, you won't be focused on yourself, so you're less
likely to be nervous.
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Step 3: Joining a Conversation
If you notice an interesting conversation already in progress, you can try to join it.
If only two people are chatting, don't attempt to join that conversation.
A conversation between two people is too intimate to intrude on, and you'll seem rude. Stick
to bigger groups.
Even with groups of three or more, carefully observe their behavior to make sure they're not
momentary lull, you can jump in with a short comment or question to get them talking again.
If they're discussing the weather, for instance, you could ask if anybody has heard if it's
discussing something too personal for you to join in. If their conversation seems to have hit a
supposed to rain soon.

Don't linger, and don't butt in.
If there never seems to be a pause in the conversation, move on before your presence becomes
awkward.
Step 4: Things to Avoid
There are many common mistakes that people make when they are trying to start a
conversation.
You don't want to have an argument, so avoid potentially controversial subjects like politics,
sex or religion with somebody you don't know well.
Don't get too personal too soon.
Don't ask about heavy subjects like death, divorce, etc.
Don't interrupt the other person, or monopolize the conversation. Talk about yourself, but not
to an excessive degree.
Definitely don't try to make yourself sound cool by criticizing others.
This will probably just make you sound insecure. Besides, the person you're talking to could
turn out to be a close friend of the person you're tearing down!

Avoid complaining.
Even if you're going through some bad things in your life, don't share your problems with
somebody you just met.

If you're trying to interest somebody, you don't want to seem negative or depressing.
Perhaps the most important tip we can offer is that old cliche: be yourself. it became a cliche
more interesting than you would be if you tried to impress them with some fake persona.
You've lived a lifetime full of experiences, and there is a whole Earth around you full of
Conclusion
for a reason. By letting your true self show when you meet somebody, you're going to be a lot
fascinating things. You've got a lot to talk about!
So, don't be shy. Get out there and mingle.
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Using the Right Body Language
Body language is a form of non-verbal communication involving the use of stylized

gestures, postures, and physiologic signs which act as cues to other people. Humans,
unconsciously, send and receive non-verbal signals all the time Understanding body
language
Ways to Improve Body Language
1. Dont cross your arms or legs You have probably already heard you shouldnt cross
your arms as it might make you seem defensive or guarded. This goes for your legs too.
Keep your arms and legs open.

2. Have eye contact, but dont stare If there are several people you are talking to, give
them all some eye contact to create a better connection and see if they are listening.
Keeping too much eye-contact might creep people out. Giving no eye-contact might make
you seem insecure. If you are not used to keeping eye-contact it might feel a little hard or
scary in the beginning but keep working on it and youll get used to it.
3. Dont be afraid to take up some space Taking up space by for example sitting or
standing with your legs apart a bit signals self-confidence and that you are comfortable in
your own skin.

4. Relax your shoulders When you feel tense its easily winds up as tension in your
shoulders. They might move up and forward a bit. Try to relax. Try to loosen up by shaking
the shoulders a bit and move them back slightly.

5. Nod when they are talking nod once in a while to signal that you are listening. But
dont overdo it and peck like Woody Woodpecker.

6. Dont slouch; sit up straight but in a relaxed way, not in a too tense manner.
7. Lean, but not too much If you want to show that you are interested in what someone is
saying, lean toward the person talking. If you want to show that youre confident in
yourself and relaxed lean back a bit. But dont lean in too much or you might seem needy
and desperate for some approval. Or lean back too much or you might seem arrogant and
distant.
Smile and laugh lighten up, dont take yourself too seriously. Relax a bit, smile and laugh when
someone says something funny. People will be a lot more inclined to listen to you if you seem to be a
positive person. But dont be the first to laugh at your own jokes, it makes you seem nervous and
needy. Smile when you are
8. Introduced to someone but dont keep a smile plastered on your face, youll seem
insincere.
9. Dont touch your face it might make you seem nervous and can be distracting for the
listeners or the people in the conversation.

10. Keep your head up - Dont keep your eyes on the ground, it might make you seem
insecure and a bit lost. Keep your head up straight and your eyes towards the horizon.
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11. Slow down a bit this goes for many things. Walking slower not only makes you seem
more calm and confident, it will also make you feel less stressed. If someone addresses
you, dont snap youre neck in their direction, turn it a bit more slowly instead.
12. Dont fidget try to avoid, phase out or transform fidgety movement and nervous ticks
such as shaking your leg or tapping your fingers against the table rapidly. Youll see
nervous and fidgeting can be a distracting when you try to get something across. Try to
relax, slow down and focus your movements.

13. Use your hands more confidently instead of fidgeting with your hands and scratching
your face use them to communicate what you are trying to say. Use your hands to describe
something or to add weight to a point you are trying to make. But dont use them to much
or it might become distracting. And dont let your hands flail around, use them with some
control.
14. Lower your drink dont hold your drink in front of your chest. In fact, dont hold
anything in front of your heart as it will make you seem guarded and distant. Lower it and
hold it beside your leg instead.

15. Keep a good attitude last but not least, keep a positive, open and relaxed attitude. How
you feel will come through your body language and can make a major difference. For
information on how make yourself feel better read 10 ways to change how you feel and for
relaxation try, A very simple way to feel relaxed for 24 hours.

16. Dont stand too close one of the things we learned from Seinfeld is that everybody gets
weirder out by a close-talker. Let people have their personal space, dont invade it.
2. Vocabulary Building
Objective:
To Enhance vocabulary of the students.
Introduction to Vocabulary:
Words are the instruments by means of which men and women grasp the thoughts of others and with
which they do much of their own thinking. They are the "tools of thought."
Effective Ways to Build Your Vocabulary:
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Learning how to build a better vocabulary can be a pleasurable and profitable investment of both your
time and effort. At least fifteen minutes a day of concentrated study on a regular basis can bring about
a rapid improvement in your vocabulary skills, which in turn can increase your ability to
communicate by writing, conversing, or making speeches. Acquiring a large vocabulary can benefit
you in school, at work, and socially. It will enable you to understand others' ideas better and to have
the satisfaction or getting your thoughts and ideas across more effectively.
Of course, you already know thousands of words, and you will continue to learn more
whether you work at it or not. The fact is that many of the words you know were probably learned
simply by coming across them often enough in your reading, in conversation, and even while
watching television. But increasing the pace of your learning requires a consistent, dedicated
approach. If you learned only one new word a day for the next three years, you would have over a
thousand new words in your vocabulary. However,
if you decided right now to learn ten new words a day, in one year you would have added over three
thousand to what you already know, and probably have established a lifetime habit of learning and
self-improvement.
What are the steps?

Be Aware of Words:
Many people are surprised when they are told they have small vocabulary. "But I read all the
time!" they protest. This shows that reading alone may not be enough to make you learn new words.
When we read a novel, for instance, there is usually a strong urge to get on with the story and skip
over unfamiliar or perhaps vaguely known words. But while it is obvious when a word is totally
unknown to you, you have to be especially aware of words that seem familiar to you but whose
precise meanings you may not really know.
Instead of avoiding these words, you will need to take a closer look at them. First, try to guess at
a word's meaning from its context-that is, the sense of the passage in which it appears; second, if you
have a dictionary on hand, look up the word's meaning immediately. This slows down your reading
somewhat, but your improved understanding of each new word will eventually speed your learning of
other words, making reading easier. Make a daily practice of noting words of interest to you for
further study whenever you are reading, listening to the radio, talking to friends, or watching
television.
Read:
When you have become more aware of words, reading is the next important step to increasing
your knowledge of words, because that is how you will find most of the words you should be
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learning. It is also the best way to check on words you have already learned. When you come across a
word you have recently studied, and you understand it, that proves you have learned its meaning.
What should you read? Whatever interests you--whatever makes you want to read. If you like
sports, read the sports page of the newspapers; read magazines like Sports Illustrated; read books
about your favorite athletes. If you are interested in interior decorating, read a magazine like House
Beautiful--read it, don't just look at the photographs.
Often people with very low vocabularies don't enjoy reading at all. It's more of a chore for them
than a pleasure because they don't understand many of the words. If this is the way you feel about
reading, try reading easier things. Newspapers are usually easier than magazines; a magazine like
Reader's Digest is easier to read than The Atlantic Monthly. There is no point in trying to read
something you simply are not able to understand or are not interested in. The important idea is to find
things to read you can enjoy, and to read as often and as much as possible with the idea of learning
new words always in mind.
Use a Dictionary:
Most people know how to use a dictionary to look up a word's meaning. Here are some pointers
on how to do this as a part of a vocabulary-building program:

Have your own Dictionary
Keep it where you usually do your reading at home. You are more likely to use it if you do not have to
get it from another room. At work, there may be a good dictionary available for your use. At home,
most people do not have a big, unabridged dictionary; however, one of the smaller collegiate
dictionaries would be fine to start with.
Circle the words you look up
After you have done this for a while, your eye will naturally move to the words you have circled
whenever you flip through the dictionary. This will give you a quick form of review.
Read the entire entry for the word you look up
Remember, words can have more than one meaning, and the meaning you need for the word you are
looking up may not be the first one given in your dictionary. Even if it is, the other meanings of the
word will help you understand the different ways the word is used.
Also, the word's "history," usually given near the beginning of the entry, can often give a fascinating
picture of the way the word has developed its current meaning. This will add to the pleasure of
learning the word as well as help you remember it.
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Synonyms and Antonyms

What are synonyms?
Synonyms are different words (or sometimes phrases) with identical or very similar
meanings.
Directions:In this section, a word or a group of words are underlined in each sentence.
For each underlined part, four words/phrases are listed below. Choose the word nearest
in meaning to the underlined part.
Example:
His style is quite transparent.
(a) verbose
(b) involved
(c) lucid
(d) witty
Explanation: the word lucid is nearest in meaning to the word transparent. So (c) is
the correct answer.
Attempt the following :

1. Few teachers have been spared the problem of an obstreperous pupil in
the class.
(a) sullen
(b) unruly
(c) lazy
(d) awkward
Ans. Unruly
2.
His visit to foreign countries brought about a seachange in his outlook and his
attitude to people.
(a) complete change
(b) partial change
(c) favourable change
(d) unfavourable change
Ans. Complete change

3.
He found a lucrative assignment.

(a) good
(b) profitable
(c)excellent
(d)significant
Ans. profitable
4.
It took him a long time to come round after the operation.
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(a) recover
(b) walk
(c) move
(d) eat
Ans. recover
5.
The students attitude towards his teacher was deferential.

(a) evasive
(b) rude
(c) indifferent
(d) respectful
Ans. respectful
6.
There was intermittent rainfall throughout the afternoon.

(a) heavy
(b)sporadic
(c) continual
(d)respectful
Ans. sporadic
7.
The thief skillfully eluded the police net.

(a) avoided
(b) jumped
(c) crossed
(d) jilted
Ans. Avoided
8.
He explained his precarious strategy to his followers in unequivocal

terms.
(a) unmistakable
(b)unnatural
(c) unknown
(d)forceful
Ans. unmistakable
9.
This variety of pigeon has now become extinct.

(a) extant
(b) rare
(c) distinct
(d)dead
Ans. dead
10.
Swift is known in the world of letters for his misogynism .

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(a) hate for mankind
(b) hate for womankind
(c) love for the reasonable (d) love for womankind

Ans. Hate for womankind
What are Antonyms?

The antonym of a word is a word which means the opposite.
Directions:
In this section, each sentence consists of a word or a phrase which is underlined,
followed by four words or phrases. Select the word or phrase which is opposite in
meaning to the underlined word or phrase.
Example:
Rani is a smart girl.
(a) lazy
(b) active
(c) indecent
(d) casual
The word which is nearest opposite in meaning to the underlined word smart is
lazy.
Attempt the following:

1.
Many people try to resist reforms in the society.

(a) fight
(b) accept
(c) welcome (d) repel
Ans. accept
2.
His interpretation of the poem is superficial .

(a) mysterious
(b) difficult
(c) profound
(d) mystical
Ans. profound
3.
Poets often prefer ambiguity to

(a) clarity
(b) certainty
(c) rationality
(d) perversity
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Ans. clarity
4.
The actor is well known both for his humility and courage.
(a) pride
(b) determination
(c) honesty
(d) gentleness
Ans. pride
5.
Feasibility of the project is under study.

(a)Unsuitability
(b)Cheapness
(c)Impropriety
(d)Impracticability
Ans. Impracticability
6.
No one can admire a deceitful boy.

(a) dull
(b) sincere
(c) mischievous
(d) aggressive
Ans. Sincere
7.
He gave a shallow argument in defence of his case.

(a) unpretentious
(b) learned
(c) complicated
(d) considered
Ans. considered
8.
His health appeared to have further deteriorated because of his exasperating

outing at college.
(a) augmented
(b) thrived
(c) improved
(d) enhanced
Ans. improved
9.
The remarks made by the advocate in the court were effectively concise.
(a) obscure
(b) verbose
(c) perspicuous
(d) piquant
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Ans. verbose
10.
We have carefully read your explanation and it sounds plausible.

(a) incoherent
(b) unconvincing
(c) undesirable
(d) impertinent
Ans. unconvincing
Word Roots
Some common Greek and La n roots:
Root (source)
Meaning
English words
aster, astr (G)
star
astronomy, astrology
audi (L)
to hear
audible, auditorium
bene (L)
good, well
benefit, benevolent
bio (G)
life
biology, autobiography
dic, dict (L)
to speak
dictionary, dictator
fer (L)
to carry
transfer, referral
fix (L)
to fasten
fix, suffix, affix
geo (G)
earth
geography, geology
graph (G)
to write
graphic, photography
jur, just (L)
law
jury, justice
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log, logue (G)
word, thought,
monolog(ue), astrology, biology,
luc (L)
light
lucid, translucent
manu (L)
hand
manual, manuscript
meter, metre
measure
metric, thermometer
op, oper (L)
work
operation, operator
path (G)
feeling
pathetic, sympathy, empathy
ped (G)
child
pediatrics, pedophile
phil (G)
love
philosophy, Anglophile
phys (G)
body, nature
physical, physics
(G)
speech
neologism
scrib, script (L) to write
scribble, manuscript
tele (G)
far off
telephone, television
ter, terr (L)
earth
territory, extraterrestrial
vac (L)
empty
vacant, vacuum, evacuate
verb (L)
word
verbal, verbose
vid, vis (L)
to see
video, vision, television
One-word Substitutes: 1.
1.A person not available at a given place
2. Act of a substance being taken
3. A paragraph with the main ideas of a document

4. short form of a word
5. A word formed from the rst le ers of certain words

6. List of items for discussion at a mee ng
7. Money paid to ex-husband or ex-wife
8. Character and atmosphere of a place
absentee
abstract
abbrevia on
absorp on
acronym
agenda
alimony
ambience
23
9. Collec on of poems, stories, essays
10.Selling through print or visual media

11.Loss of rela ve or friend
12.Of sky or heaven
13.Disease las ng for a long me
15.Meal not served at table
17.Stupid and careless mistake
16.The way a group of people come up with useful ideas

18.A famous person
19.Talking to people suppor ng a party

20.A group of government ministers
21.One killing animals and selling meat
22.Become red in the face because of embarrassment

23.Rela ve who lived long ago
24.Something used as standard of comparison
adver sement
bereavement
celes al
14.Mee ng where instruc on or informa on given
anthology
chronic
brieng
buet
brainstorming
blunder
celebrity
canvass
cabinet
butcher
blush
ancestor
-
benchmark
unanimous
homogeneous
25.A system of following ocial rules strictly
27.An unmarried woman
26.In complete agreement

28.Of same kind
29.Last but one
bureaucracy
spinster
penul mate
30.of dierent kind
32.That can easily catch re
inammable
anonymous
glossary
31.Without prepara on
33.Commonly used and present everywhere
35.No longer in existence
34.Without name
36.A list of important words with meanings

37.One who runs own business
heterogeneous
impromptu
ubiquitous
ex nct
entrepreneur
24
38.A person with nega ve a tude
cynic
40.A list of books related to a par cular topic or subject
bibliography
39.Specialist in medicine
41.Something given for remembrance
43.A name other than the real one
42.One with excep onal talent far beyond age

44.One leaving country for lack of security
45.Dic onary compila on
46.Belonging to the same period
47.One who spends me with others
48.One who eats too much
50.Money paid illegally for work done
49.One running away to avoid being caught
Words often confused:
physician
momento
prodigy
pseudonym
refugee
lexicography
contemporary
extrovert
glu on
fugi ve
kickback/bribe
Homonyms are words that have the same pronuncia on and spelling but have dierent meanings.
Homophones are words that have the same pronuncia on but dierent spellings and meanings.
There are also some words which are pronounced somewhat similarly but have dierent spellings.
1. anonymous - unanimous
anonymous without a name or with a name that is not known

unanimous - showing complete agreement
Examples:
Only cowards would like to write anonymous le ers.

This resolu on was passed by the board of Governors unanimously.
2. aect eect - eects
aect have an inuence on, pretend, act on
eect result, outcome, bring about, impression created in the mind of a person
eects goods, property
Examples:
His aected politeness is highly irrita ng

It is dicult to eect a change in the a tude of stubborn people.
25
The landlord threw out the personal eects of his tenant for non-payment of rent.
Tolstoy had a tremendous eect on Gandhijis mind
3. apprise - appraise
apprise - inform
appraise x a price for

Examples:
His secretary apprised the minister of the possible consequences.

This building is appraised at rupees one crore.
4. accidental occidental - incidental

accidental - happening unexpectedly
occidental rela ng to the west
incidental - small and compara vely unimportant, liable to happen or occur

Examples:
It was an accidental mee ng with my friend a er a long me.

There is a gulf of dierence between occidental & oriental culture.
The incidental expenses are also paid by the company besides the fares.
5.adapt adopt - adept
adapt - make suitable for new use or situa on etc.
adopt - take an idea or a custom, accept, take someone into ones family
adept - skillful
Examples:
Novels are o en adapted for television or radio.

One must adapt oneself to new manners & customs.
He is adept at playing cricket.
Parliament adopted the nance bill a er thorough discussion
6. apposite - opposite
apposite - strikingly appropriate for a purpose or a occasion

opposite - en rely dierent, contrary
Examples:
He is noted for his apposite remarks for any occasion.

The Prime minister has discussed bilateral problems with his opposite member.
26
7. auent - euent
auent - wealthy, abundant, rich
euent - discharge of waste liquid from a factory

Examples:
America is an auent country

The euents of the leather industry are considered harmful .
8. ar st - ar ste
ar st - one who prac ces one of the ne arts like pain ng, one who shows good taste
ar ste - professional singer, dancer, actor etc
Examples:
M.F. Hussain is a recognized ar st with a large collec on of pain ngs to his credit
M.S. Subbalakshmi was a renowned ar ste of South Indian classical music.
9. complement - compliment
complement - that which makes something complete
compliment - admira on, approval, gree ngs
Examples:
Verbal communica on can be complemented by non-verbal communica on

Please convey my compliments to your be er-half.
10. commensurate - commiserate
commensurate - in the right propor on
commiserate
Examples:
- feel pity for someone
Mul -na onal companies invariably extract work commensurate with the compensa on
package.
We naturally commiserate with our friends on their misfortunes.
11. courtesy - curtsey
courtesy - good behaviour, show of politeness
curtsey - gesture of respected to a person or royalty or exalted gure

Examples:
We should inculcate courtesy in children even from a very young age.

Showing curtsey to king or queen was mandatory in monarchies.
12. con nual - con nuous
27
con nual - going on with only short breaks

con nuous- going on without a break
Examples:
The con nual rain has dampened our enthusiasm.

Nothing can be really con nuous except me.
13. defy - deify
defy - resist openly, challenge, refuse to obey or show disrespect

deify worship as a God
Examples:
Defying the law could land you in prison.

Deifying the godmen has become the order of the day.
14. conrm - conform
conrm - make rm or stronger, ra fy, agree denitely to
conform - be in agreement, comply with, adapt oneself to

Examples:
Please conrm your telephonic message through a le er.

We should conform our lives to certain accepted standards.
15. vantage - vintage
vantage - advantage
vintage - old but of quality

Examples:
Many people sought vantage points to have a glimpse of the President.

Vintage wines are specially available in France.
16. augur - auger
augur - a sign of something especially good or bad in the future

auger - a tool used for making holes in wood or in the ground
Examples:
The recent Indo-Pak ini a ves augur well for peace in this region.
Founda on engineers use a soil auger to test the founda on soil.
17. curb - kerb
curb - check or restrain
28
kerb - edge of a pavement

Examples:
Have a curb on your vices.

The scooterist hit the kerb and lost his balance.
18. soar - sore
soar - y high in the air
sore - tender and painful, irritated

Examples:
Prices of oil seared when war broke out between Iraq and Iran.
He felt sore at not having been invited to the party.
19. vain - vein
vain - without use or value
vein - blood vessel in the body along which blood ows to the heart.
Examples:
All our eorts our in vain

The doctor had diculty in nding my vein.
20. saviour - savour
saviour - a person who saves somebody from danger

savour - appreciate taste, avour or character of
Examples:
We rmly believe that God is our saviour

Some people savour dishes with garlic in them.
The audience savoured the comedians joke.
21. ail - ale
ail - cause problems for, trouble something or somebody

ale - a type of beer
Examples:
Whats ailing you?

In Britain ale is a common drink and is available in bo les & cans.
22. altar - alter
altar - a raised pla orm used for religious purposes

alter - change or make dierent
29
Examples:
In Chris an churches altar is the communion table.

I accept your apology but it doesnt alter the way I feel about your behaviour.
23. ascent - assent
ascent - climbing
assent - agreement
Examples:
The heavy truck began its gradual ascent to Tirumala

The court gave its assent to increasing the height of the Narmada Dam.
24. ante - an
ante - before, in front of, amount put by a player in a game of cards

an - opposed to
Examples:
The gambler wanted his rival to raise the ante.

He is indulging in an -social ac vi es.
25. bail - bale
bail - money paid to court to get an accused to stay out of jail un l trial
bale - a lot of light material pressed ghtly and ed up
Examples:
I will put up bail for my brother

The truck is carrying bales of straw.
26. canvas - canvass
canvas - strong heavy rough cloth for making tents, sails, for pain ng
canvass - move around asking people to support an individual or a poli cal party
Examples:
Painters use canvas to paint pictures

During elec ons, candidates canvass for ge ng voters to vote for them
27. cede - seed
cede - give control/power to someone, unwillingly
seed - small hard part of a plant from which another plant can grow
Examples:
30
Recently, the Nepal king ceded power to the people

We sow the seeds just before the rains.
28. cannon - canon
cannon - hit someone with a lot of force while moving, large gun
canon - generally accepted standard for judgement
Examples:
The con nuous sound of shelling from cannon in the war front is the characteris c of
modern wars.
Certain canons or norms guide human behaviour in society.
29. coarse - course
coarse - rough
course - lessons in a par cular subject

Examples:
The hands of manual workers are coarse.

The English course is quite tough
30. cheap - cheep
cheap - cos ng li le money
cheep - make short high sounds

Examples:
Laptops are ge ng cheaper by the day

Young birds cheep.
Learning Prefixes and Suffixes

Knowing the Greek and Latin roots of several prefixes and suffixes (beginning and endings
attached to words) can also help us determine the meaning of words. Ante, for instance,
means before, and if we connect bellum with belligerent to figure out the connection
with war, we'll know that antebellum refers to the period before war. (In the United
States, the antebellum period is our history before the Civil War.)
Prefixes showing quantity
31
Meaning
Prefixes in English Words
half
semiannual, hemisphere
one
unicycle, monarchy, monorail
two
binary, bimonthly, dilemma, dichotomy
hundred
century, centimeter, hectoliter
thousand
millimeter, kilometer
Prefixes showing negation

without, no, not asexual, anonymous, illegal, immoral, invalid,
irreverent, unskilled
not, absence of, Non - breakable, antacid, antipathy, contradict

opposing,
against
opposite to,
complement to
counterclockwise, counterweight
do the opposite dehorn, devitalize, devalue

of, remove,
reduce
do the opposite disestablish, disarm

of, deprive of
wrongly, bad
misjudge, misdeed
Prefixes showing time

before
antecedent, forecast, precede, prologue
after
postwar
again
rewrite, redundant
Prefixes showing direction or position

above, over
supervise, supererogatory
across, over
transport, translate
below, under
infrasonic, infrastructure, subterranean,

hypodermic
32
in front of
proceed, prefix
behind
recede
out of
erupt, explicit, ecstasy
into
injection, immerse, encourage, empower
around
circumnavigate, perimeter
with
coexist, colloquy, communicate, consequence,

correspond, sympathy, synchronize
2. Suffixes: A suffix is a group of letters at the end of a word which modify the meaning of a word
and frequently determine its function within a sentence. Take the noun nation, for example. With
suffixes, the word becomes the adjective national, the adverb nationally, and the verb nationalize.
Analogy:
An analogy is a comparison showing resemblance between two or more entities; calling attention to
these likenesses is to draw an analogy.
Analogies help people to relate known things to unknown things. They are also argumentative tools
used in debate that are useful in creating perspectives by relating to similar, possibly unrelated things.
There are four kinds of analogies
Non-Argumentative or Illustrative Analogies
The non-argumentative or illustrative analogies attempt to compare one thing to another with intent to
explain, not to argue.
Descriptive Analogies
The descriptive analogies is often used to create a lively description.
"Ants never make their way to an empty granary: no friends will visit departed wealth"
Ovid
This analogy allows the reader to form a picture, it does not establish or prove a conclusion.
Explanatory Analogies
This analogy creates understanding between something unknown by relating it to something known. It
provides insight by edifying, understanding by relating what you don't know with what you do know.
Not to persuade, but to understand.
33
Argumentative Analogies
Argumentative analogies help us to form an inference by making a comparison between things that
are familiar to us and things that are not so familiar.
Deductive Analogies
Treating like cases alike; being consistent with our comparisons. Irrelevant reasons should be kept
out. Often deductive analogies use hypothetical or made-up comparisons in order to make a point. The
idea then is whether or not the "unknown" and the "known" are actually similar.
Ex: "We would think it wrong for creatures from outer space, vastly more intelligent than humans, to
inflict pain on us in raising humans for their meat counters. So analogously, it is wrong for us to inflict
pain on animals, just because we are more intelligent than they are" (M. Daniel).
For this analogy, you would have to consider: is an alien from outer space similar to us? (Treat likeas-like). If we disagree that aliens and humans are similar than this analogy is not effective.
Inductive Analogies
These analogies are more for basis of predictions rather than decisions/persuasion. This type of
analogy draws comparison between cases and suggests that since the analogy hold some respects, it is
likely to hold in other respects as well.
Ex: A certain type of medication was tested on a rat. The rat developed a serious side effect and
therefore a human being would.
This is a prediction based on the fact that human beings and rats have certain similarities that may
cause us to react similarly.
Ex: A certain type of medication was tested on a house fly. The house fly died; therefore a human
being would die.
This analogy is not a good one. We are more similar to rats than to house flies. Rats and human beings
are both mammals, whereas a housefly is an insect. In deductive analogies the "known" and the
"unknown" must both be real things, neither are allowed to be hypothetical.
An Example :
COW: CALF :
(A) ewe : kid
(B) mare : foal
(C) hen : rooster
(D) ram : lamb
(E) sow : pig
The answer is B, because just as a cow is the mother of a calf, a mare is the mother of a foal. None of
the other choices show a mother/offspring relationship.
Prac se Exercise :
Iden fy the right choices which exhibits the same rela onship :
1.Advance : Retreat
(a) buy : sell
(b)push : pull
(c)create : destroy
34
(d)forward : onward
Ans. Create : Destroy
2.Body : Hand
(a)pin : nail
(b)chair : table
(c )thorn : ower
(d)automobile : wheel
Ans. Automobile : Wheel
3.Polymer : Cell
(a)coin : money
(b)food : wheat
(c )chain : link
(d)bre : plas c
Ans. Chain : Link
4.Property : Mortgage
(a)money : lend
(b)equity : interest
(c )inventory : merchandise
(d)security : price
Ans. Money : Lend
5.Pistol : Trigger
(a)sword : scabbard
(b)motor : switch
(c )gun : holster
(d)rie : soldier
Ans. Motor : Switch
6.Cell : Chromosome
(a)drug : ailment
(b)schizophrenia : brain
(c )tree : leaves
(d)air : oxygen
Ans. Air : Oxygen
7.Radium : Curie
(a)museum : ar fact
(b)U.S. : Clinton
(c )telephone : Bell
(d)drama : show
Ans. Telephone : Bell
8.Ocean : Saline
(a)honey : bee
(b)rain : fresh
(c )rose : red
(d)heaven : paradise
Ans. Rain : Fresh
35
9.Computer : Ram
(a)book : page
(b)cloud : rain
(c )table : tablecloth
(d)sky : blue
Ans. Book : Page
10.Bells : Jingle
(a)crow : caw
(b)anklets : nkle
(c )pig : snu
(d)clock : me
Ans. Anklets : Tinkle
IDIOMS & IDIOMATIC PHRASES

Every language will have its own idiom or specific characters of the use of a word or a phrase
peculiar to it. Such words and phrases in a sentence which cannot be understood from the
meanings of individual words; the meaning of such phrases are called idioms. One can gain
command of the language when idiomatic usage is mastered.
1.All and sundry - everyone
Example:
We cannot invite all and sundry to dinner.
2. A bone of contention - a cause of dispute
Example:
This piece of land is a bone contention between the municipality and the forest department.
3.Bag and Baggage - with all belongings
Example:
He migrated to Bangalore bag and baggage
4. Behind the scene - privately, secretly
Example:
The two parties came to an understanding behind the scene on sharing of seats.
5. By fits and starts - irregularly
Example:
The Government cannot eradicate corruption if it works by fits and starts.
6. By leaps and bounds - rapidly, fast
Example:
After world war II Japan progressed by leaps and bounds.
7. By hook or by crook - by fair or foul means
Example:
Merchants make millions by hook or by crook
8.Fair and square - just
Example:
Public servants must be fair and square with all people.
9. Few and far between - rare
36
Example:
The visits of the elected leaders to their constituencies are few and far between.
10.Hard and fast - strict
Example:
There are no hard and fast rules for becoming rich.
11. Heart and soul - earnestly, with dedication and commitment
Example:
One must work heart and soul to become great.
12. Hue and cry - loud noise
Example:
The comrades made hue and cry over the nuclear deal with the USA.
13. In the nick of time - just on time
Example:
I was able to get into the bus in the nick of time.
14. In black and white - in writing
Example:
Your explanation should be submitted in black and white.
15. Kith and kin - blood relations
Example:
We must consider all Indians kith and kin.
16. Next to nothing - less than zero
Example:
My knowledge of mathematics is next to nothing.
17. Null and void - no longer in practice
Example:
The Supreme court ruling rendered the High court judgement null and void.
18. Over and above - in addition to
Example:
His daily allowances are over and above his salary.
19. Odds and ends - bits, pieces
Example:
Cockroaches live on odds and ends of food lying on the dining table.
20. Part and parcel - integral parts
Example:
Guiding the students in all respects is part and parcel of his job.
21. Pros and cons - positive and negative points
Example:
Before we enter into a deal we must consider the pros and cons of the issue.
22. Safe and sound - quite safely
Example:
The children came back from the hill station safe and sound.
23. Scot free - without punishment
Example:
37
Sometimes for want of evidence, criminals are let off scot free.
24. Slow and steady - gradual
Example:
We must realize our ambitions in a slow and steady way.
25. Sum and substance - the central idea, the gist
Example:
The sum and substance of the poem is very simple.
26. Through thick and thin - in all circumstances, in misery and prosperity
Example:
Friends must be true to one another through thick and thin.
27. Tit for tat - blow for blow
Example:
I gave him a tit for tat for insulting me.
28. Time and tide - opportunities
Example:
Clever people make the best use of time and tide.
29. To be up and doing - to be prepared to act
Example:
When problems come, one must be up and doing to solve them.
30. To play ducks and drakes - to waste
Example:
Some students play ducks and drakes with their precious time and fail in the examinations.
38
3. Group Discussion
Objective: A Group Discussion has three main objectives They are to test
1. The candidates knowledge of the subject.
2. His ability to communicate with others.
3. His behaviour in the group, which may reflect his personal traits, leadership qualities,
attitudes, spirit of accommodation, tolerance, self-confidence etc.
INTRODUCTION:
In these days of intense competition, employers are not satisfied with mere interviews for
employees to assess their behaviour in a group. Human beings are gregarious animals and
they interact in several groups in every-day social, academic, professional and political.
Hence, discussion has now become an indispensable criterion for choosing candidates for
higher positions in professional life.
What is a group discussion?
A Group Discussion is a forum where people sit together; discuss a topic with the common objective
of finding a solution for a problem or discussing an issue that is given to them.
TYPES OF GROUP DISCUSSION:
Group Discussion can be divided into two broad categories based on the topic/issue given for
discussion. They are:
1. Topic based Group Discussion and

2. Case- based Group Discussion (also called Case Studies)
Most of the management institutes (as a part of their admission
process) as well as most
organizations (as a part of their campus recruitment process) use Topic- based Group Discussions.
There are a few institutes or organizations that use Case studies in the Group Discussions in their
selection process.
TOPIC BASED GROUP DISCUSSIONS:

In topic-based GDs, the group members are given a topic to discuss. A topic is typically in the form of
a statement (some times the topic may not be a complete statement. For eg:The biggest problem
faced by our country is could be a GD topic). By the end of the discussion, the group should strive
39
to arrive at consensus on the issue that is covered by the topic. The Topic-based Group Discussions
are of two types:
KNOWLEDGE-BASED:
These are such that you need to have some knowledge about the topic to be able to speak on
the topic. An example for this type of topics is India should withdraw from WTO.
Here, unless you have some knowledge about WTO, what other countries have
done, what Indias views are on the
matter, etc., you will not be able to speak
effectively on the topic. Knowledge- based topics mostly cover current economic
issues. It is mainly focused on the following topics:
a) Economic topics
b) Social topics
c) Political topics
d) Sports/Films related topics

e) IT based, etc.
f) Legal topics
NON-KNOWLEDGE BASED:
These do not require a knowledge base in any specific area for you to be able to talk about
them. Common, day- to- day knowledge is sufficient to do a good job of talking about
such topics. Your worldly knowledge and common sense will help you in speaking on the
topic. It is sub-divided into two categories:
CASE-BASED GROUP DISCUSSIONS (CASE STUDIES):
In case studies, a short description of a situation (called a case) is given to all participants.
The case will be a problem situation that requires a solution. The participants have to study
the case, analyze the problem and discuss their views about the problem solution to the
problem with other members of the group. IIM Ahmedabad, IIM Indore. Etc., have been
giving case-based Group Discussions as a part of their selection process.
MODERATOR:
40
The moderator stands in the background and observes the participants confidence, tact, temperament,
alertness ability to convince others with their line of thinking and argument.
PROCEDURE:
There are generally five to ten people in a group discussion. The candidates who assemble for
a discussion are assigned serial numbers such as 1, 2, 3 and so on. Clear instructions
are given that they should not disclose their names. They bear the number tags during
the course of discussion and numbers addresses each.
STRATEGIES:
Once the topic for discussion is chosen, the candidate has to decide either to speak in favour of the
topic or against the topic .The candidate
should have sufficient facts either to contradict or to
support the issue. The language should be simple and lucid. The candidate should be tactful while
contradicting the views of other participants. Blunt statement such as Your arguments are baseless,
or You are absolutely wrong, is not in good taste. The candidate has to disagree without sounding
rude by saying things such as I beg to differ.
Some patterns of starting a discussion:
We have assembled here to discuss
Let us get down to business.
Shall we set the ball rolling?
Shall we make a start?
Some patterns for interrupting a discussion:
41
Sorry to interrupt you
Could I say something ?
Could I make a suggestion,

please?
If I could make a point here
Excuse me, but
Sorry to disagree with you.
Some patterns of ending a discussion:

I think that covers everything.
It is time to wind up.
Shall we close the discussion then?
Time allotted:
Normally, each group is given 15 to 20 minutes for discussing the topic.
However there can be variations in the time that is allowed for the discussion.
In some cases, the Group Discussion may be terminated much earlier or it can
be extended to 30 minutes or more. One point that you should bear in mind is
that the time required for the discussion does not depend on the group size.
Whatever the size of the group, 15 to 25 minutes is what is normally required
(and is normally given) for a Group Discussion. Sometimes the moderator
may not pre specify the duration of the GD.
How to improve your performance in Group Discussion:

Now that we have understood what Group Discussions are all about and what
the moderator looks for in the participants, let us understand how you can
enhance your performance in a GD. There are definite ways of improving
your participation and performance in a Group Discussion. There are three
different aspects that you should take care of to improve your performance in
GDs. They are:
Building your knowledge
Displaying Positive Body
Generating ideas about
Respecting the opinions

of other participants
base
the topic
Improving your
participation in GD
Language
Being polite with the

other participants
0
Here we provide you with a number of prompts for a topic. You should use
these prompts and generate points for all the topics.
RELIGION IS THE OPIUM OF THE MASSES

1. What do we mean by religion?
2. Is religion faith in God alone, or is it a way of life?

3. What is opium?
4. How can religion act as opium?
5. What are the conditions under which people resort to taking opium?
6. Why will religion become the opium?
7. What are the interests of the people who peddle the religion to be the
opium to the masses?
8. Under what circumstances will masses not take religion as opium?
9. Should we bring in any measures to stop people taking religion as
opium or is perfectly all right for religion to be the opium of the masses?
10. Can any instance be cited either in the present or in the past where religion
has been used as the opium of masses?
11. Who are the people who will de-addict the masses from this opium?
4. Interview Skills
Objective: To build confidence level of the students and prepare them to face
interviews.
Interview Process:
There are many different types of interviews designed to serve different
purposes or situations. Regardless of the type of interview, most will
incorporate the following stages: establishing rapport, exchanging
information, and closing the interview. Pay attention to the job titles of the
interviewer(s). This can help you decide how much technical detail to provide
in your responses.
Establishing Rapport
This is a very important part of the interview because while establishing
rapport, first impressions are made, and the tone of the interview is set. Some
people suggest that the decision to hire is greatly influenced by the first five
minutes of the interview. A good interviewer will introduce him/herself, and

take the lead. Follow his or her lead - if they are chatty, be chatty; if they are
formal, be formal. Some employers use what seems to be casual conversation

to get to know you on a more personal level - this may be crucial to a hiring
decision!
Smile and maintain eye contact. This is one way of communicating
If the interviewer offers his or her hand, shake it firmly. If they
Wait until the interviewer sits or offers you a seat before sitting
If the interviewer is making small talk, participate. Keep your
confidence, even if you don't feel it.
don't, it is appropriate to offer yours.
down.
answers short and positive.
Exchange of Information:
This is the bulk of the interview. It is your opportunity to let the interviewer
know what you have to offer, and your chance to learn more about the
organization.
When you answer a question, look the interviewer in the eye.
Be aware of the interviewer's reactions. If he or she looks confused,
ask if you can
clarify anything.
Be aware of what your body is saying. Avoid closed postures. Sit
upright, but not
stiffly. Try to find a comfortable position as that will make you feel
more relaxed.
Control your nervous habits. Don't swing your foot, talk with your
hands (to an
extreme), or fiddle with jewellery, buttons, pens, etc.
Show that you are interested in the job by asking questions.
Try not to appear bored or anxious. Don't look at your watch.
Closing the Interview:

When the interviewer is done gathering the information that is needed, he or
she will ask if you have anything to add, or if you have any questions. This is
your opportunity to mentally review your inventory of skills and make sure
that you have communicated everything that you wanted to. If any of your
questions have not been addressed during the course of the interview, now is
the time to ask them.
Thank the interviewer for his/her time and consideration.
If it is not known when a decision will be reached, ask if you can
If the interviewer offers his/her hand, shake it firmly. Otherwise, it
If not already discussed, you can offer to leave a sample of your
Ask when you can expect to hear from him/her.
phone in a week's time to inquire about the progress.

is fine to offer yours first.
work, or portfolio if you have one.
Types of Interview
1. Panel/Board Interviews:
Candidates are interviewed by two or more individuals. This process is
commonly used by governments and large organizations. It is important to
maintain eye contact with the person asking the question and give an answer
with an example to support it. Always acknowledge the other interviewers'
presence by making eye contact while answering rotating questions. Direct
your attention at the beginning and end of your response to the person who
asked you that question. The questions asked in the interview are often set out
in advance. The board may already have decided which answers they will
accept/prefer for the questions. Ignore note-taking by board members. Obtain
employers' names prior to the interview and use them during the conversation.
2. One-On-One Interviews:
Candidates are interviewed by one person. These interviews tend to be more
informal, however, it always depends on the employer's style. The interviewer

will often have a series of prepared questions, but may have some flexibility
in their choices. It is important to maintain eye contact with the person

interviewing you.
3. Impromptu Interviews:
This interview commonly occurs when employers are approached directly and
tends to be very informal and unstructured. Applicants should be prepared at
all times for on-the-spot interviews, especially in situations such as a job fair
or a cold call. It is an ideal time for employers to ask the candidate some basic
questions to determine whether he/she may be interested in formally
interviewing the candidate.
4. Second Interviews or Follow-Up Interviews:

Employers invite those applicants they are seriously considering as an
employee following a screening or initial interview. These interviews are

generally conducted by middle or senior management, together or separately.
Applicants can expect more in-depth questions, and the employer will be
expecting a greater level of preparation on the part of the candidate.
Applicants should continue to research the employer following the first

interview, and be prepared to use any information gained through the previous
interview to their advantage.
5. Telephone Interviews:
Have a copy of your resume and any points you want to remember to say
nearby. If you are on your home telephone, make sure that all roommates or
family members are aware of the interview (avoids loud stereos, etc.). Speak a
bit slower than usual. It is crucial that you convey your enthusiasm verbally,
since the interviewer cannot see your face. If there are pauses, don't worry, the
interviewer is likely just making some notes.
6. Group Interviews:
Employers bringing several candidates together in a group situation to solve a
problem are testing your ability to work in a team environment. They want to
know how you will present information to other people, offer suggestions,
relate to other ideas, and work to
solve a problem. In short, they are testing your interpersonal skills. It is

difficult to prepare for this type of interview except to remember what is being
testing and to use the skills you have to be the best team player and/or leader
you can be. Some employers will take you to meet the staff who would be
your co-workers if hired. This is a very casual type of interview, but leaving a
positive and friendly impression is no less critical.
Interview Preparation
Research is a critical part of preparing for an interview. If you haven't done

your homework, it is going to be obvious. Spend time researching and
thinking about yourself, the occupation, the organization, and questions you
might ask at the end of the interview.
1. Know Yourself:
The first step in preparing for an interview is to do a thorough self-assessment
so that you will know what you have to offer an employer. It is very important
to develop a complete inventory of skills, experience, and personal attributes
that you can use to market yourself to employers at any time during the
interview process.
In developing this inventory, it is easiest to start with experience. Once you
have a detailed list of activities that you have done (past jobs, extra-curricular
involvements, volunteer work, school projects, etc.), it is fairly easy to

identify your skills. Simply go through the list, and for each item ask yourself
"What could I have learned by doing this?" "What skills did I develop?"
"What issues/circumstances have I learned to deal with?"
Keep in mind that skills fall into two categories - technical and generic.
Technical skills are the skills required to do a specific job. For a laboratory
assistant, technical skills might include knowledge of sterilization procedures,

slide preparation, and scientific report writing. For an outreach worker,
technical skills might include counselling skills, case management skills, or
program design and evaluation skills. Generic skills are those which are
transferable to many work settings. Following is a list of the ten most

marketable skills. You will notice that they are all generic.
Analytical/Problem
Flexibility/Versatility
Solving
Interpersonal
Oral/Written
Organization/Planning
Time Management
Motivation
Leadership
Self-Starter/Initiative
Team Player
Communication
Often when people think of skills, they tend to think of those they have developed in the workplace.
However, skills are developed in a variety of settings. If you have ever researched and written a
paper for a course, you probably have written communication skills. Team sports or group projects
are a good way to develop the skills required of a team player and leader. Don't overlook any
abilities you may have. When doing the research on yourself, identifying your experience and skills
is important, but it is not all that you need to know. Consider the answers to other questions such as:
How have I demonstrated the skills required in this position?
What are my short term and long term goals?
What can I offer this particular employer?
What kind of environment do I like? (i.e. How do I like to be supervised? Do I like a fast
What do I like doing?
Apart from my skills and experience, what can I bring to this job?
What are the trends are in the area. Is technology changing the job?
What are my strong points and weak points?
pace?)
2. Know the Occupation:

The second step in preparing for an interview is to research the occupation. This is necessary
because in order
to present a convincing argument that you have the experience and skills
required for that occupation, you must first know what those requirements and duties are. With
this information uncovered, you can then match the skills you have (using the complete
skills/experience inventory you have just prepared) with the skills you know people in that
occupational field need. The resulting "shortlist" will be the one that you need to emphasize
during the interview. It is also in your best interest to identify the approximate starting salary for
that position, or those similar. There are several ways to find out about an occupation:
Acquire a copy of the job description from the employer (Human Resources/Personnel)
or check with Student Employment Services. If you are responding to an advertisement,

this may also supply some details.
GNIT/III B TECH LAB MANUALS/AECS LAB MASTER MANUAL
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If you belong to a professional association related to the occupation, use its resources.
These associations often publish informative newsletters and sponsor seminars. It is also
a good way to meet people working in the field.
Conduct information interviews with people working in the field.
Read articles about people in the occupation, and articles written by people in the
occupation. Sources include newspapers, magazines and the internet.
Find out what the future trends are in the area. Is technology changing the job?
3.Know the Organization:
The more you know about an organization, the better prepared you will be to discuss how
you can meet its needs. Some of the characteristics that you should know about an
organization are:
Where is it located?
What are its products and who does it serve?
How is the organization structured?
What is its history?
Have there been any recent changes, new developments?
How big is it?
There are a number of ways in which you can access this information. Most medium- to large-sized
organizations publish information about themselves. You can access this a number of ways:
On campus at the Student Employment Services (company literature and business
The Winnipeg Centennial Library has a business microfiche with information on over
directories) or at the Drake Centre Library
5000 Canadian companies and business directories
Many companies have internet home pages which you can locate by searching by
industry and company name
Finally, you can visit or phone the organization and request some information on their
products, services or areas of research
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If the organization is fairly small, or fairly new, there may not be much information published. In this
case, it will be necessary to do an information interview. Contact someone within the organization,
introduce yourself, explain that you are considering moving into the field, and ask if it would be
possible to meet with him/her to inquire about the company/organization and about what exactly the
position would involve.
4. Prepare Questions:
If the organization is fairly small, or fairly new, there may not be much information published. In this
case, it will be necessary to do an information interview. Contact someone within the organization,
introduce yourself, explain that you are considering moving into the field, and ask if it would be
possible to meet with him/her to inquire about the company/organization and about what exactly the
position would involve.
Having completed your background research, you are now ready to prepare questions to ask the
interviewer(s). Try to think of questions for which the answer was not readily available in company
literature. Intelligent well thought-out questions will demonstrate your genuine interest in the
position. Be careful how many questions you ask, however, as too many can imply you feel the
interview was not successfully run. Pick your questions with care - this is your chance to gather
information, so ask about what you really want to know. Avoid sounding critical by mentioning
negative information you may have discovered. This is one of the most effective ways to compare
different employers, so for issues of particular importance to you (for example, whether they support
staff upgrading), you should ask the same questions of each employer.
Some sample questions are:
1.
What are the most significant factors affecting your business today?
3.
How has your business/industry been affected by the recession?
4.
How has your company grown or changed in the last couple of years?
5.
What future direction do you see the company taking?
6.
Where is the greatest demand for your services or product?
7.
Where is most of the pressure from increased business felt in this company?
2.
How have changes in technology most affected your business today?
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8.
Which department feels it the most?
9.
How do you differ from your competitors?
10. How much responsibility will I be given in this position?

11. What do you like about working with this organization?
12. Can you tell me more about the training program?
13. Have any new product lines been introduced recently?
14. How much travel is normally expected?
15. What criteria will be used to evaluate my performance?
16. Will I work independently or as part of a team?
17. How did you advance to your position?
18. What are the career paths available in this organization?
19. When can I expect to hear from you regarding this position?
It is very important to ask the last question because employers want to hire individuals who are
interested in the position - and asking this question definitely helps to demonstrate interest on your
part. Exercise judgment when asking questions to an employer. When being interviewed by a large
company that has a high profile, one would not ask the question "What is the history of your
company and how was your company started?" You can find the answer to this question in the
company's annual report or articles in magazines/newspapers. However, small- and medium-sized
companies do not always produce publicly available annual reports and it may be difficult to access
information on the company and its role in the industry. This question is appropriate if you have
exercised all other ways to find out the answer.
Sample Question and answers:
Q.
A.
Was there ever a time that you were challenged or put under pressure?
Yes. I recently had to meet a very tight project deadline for an important customer.
Would you like for me to go on?
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Q.
A.
Yes, please do. What were the circumstances?
One of our top customers wanted complex product modifications in only a week,
including matching changes to the standard user manual. It was my job to customize the user
manual, by working with the engineer who was to make the modifications. During our first
project meeting, I recommended that I write an addendum to the user manual, which would
be quicker than editing the entire manual. The project team and our customer thought it was
a good idea, so that's what I did.
Q.
A.
Good recommendation. When did you feel challenged or under pressure?
Well, I felt pressured right away, because I knew that the deadline was tight even for
an addendum, and this particular customer was so very important to our business.
Q.
A.
How did you cope with the pressure?
I turned the pressure into challenge. A good challenge makes me determined, and
determination gives me the energy to meet the challenge.
Q.
A.
Can you give me an example to help me better understand what you mean?
Sure. It's like when I challenge myself to jog a little further than I have before. I'm
determined to do it, which in turn, gives me the energy to do it. The same thing happened on
the project.
Q.
A.
Good analogy. How did you go about accomplishing the project?
To save time, I started with the same template I initially created for the standard
manual. It took only a few tweaks to modify it for an addendum. Then I worked extra hours
in my office or took my laptop home with me after hours and worked on it there.
Q.
A.
What was the outcome?
I made the deadline on time. Our customer was so pleased with the addendum, that
my manager gave me an out-of-cycle promotion. Our CEO took the project team out to
dinner at a nice restaurant, where he presented Gold Achievement Awards to all of us.
Q.
Tell me about yourself?
A.
This is the dreaded, classic, open-ended interview question and likely to be among the
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first. It's your chance to introduce your qualifications, good work habits, etc. Keep it mostly
work and career related.
Q.
Why do you want to leave your current job?
A.
Be careful with this. Avoid trashing other employers and making statements like, "I need
Q.
What are your strengths?
A.
Point out your positive attributes related to the job.
Q.
What are your weaknesses?
A.
Everybody has weaknesses, but don't spend too much time on this one and keep it
more money." Instead, make generic statements such as, "It's a career move."
work related. Along with a minor weakness or two, try to point out a couple of weaknesses
that the interviewer might see as strengths, such as sometimes being a little too meticulous
about the quality of
your work. (Avoid saying "I work too hard." It's a predictable, common answer.) For every
weakness, offer a strength that compensates for it.
Q.
Which adjectives would you use to describe yourself?
A.
Answer with positive, work-oriented adjectives, such as conscientious, hard-working, honest
Q.
What do you know about our company?
A.
To answer this one, research the company before you interview.
Q.
Why do you want to work for us?
A.
Same as above. Research the company before you interview. Avoid the predictable,
and courteous, plus a brief description or example of why each fits you well.
such as, "Because it's a great company." Say why you think it's a great company.
Q.
Why should I hire you?
A.
Point out your positive attributes related to the job, and the good job you've done in
the past. Include any compliments you've received from management.
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Q.
What past accomplishments gave you satisfaction?
A.
Focus more on achievement than reward.
Q.
What makes you want to work hard?
A.
Naturally, material rewards such as perks, salary and benefits come into play. But
again, focus more on achievement and the satisfaction you derive from it.
Q.
What type of work environment do you like best?
A.
Tailor your answer to the job. For example, if in doing your job you're required to
lock the lab doors and work alone, then indicate that you enjoy being a team player when
needed, but also enjoy working independently. If you're required to attend regular project
planning and status meetings, then indicate that you're a strong team player and like being
part of a team.
Q.
Why do you want this job?
A.
To help you answer this and related questions, study the job ad in advance. But a job ad
alone may not be enough, so it's okay to ask questions about the job while you're answering.
Say what attracts you to the job. Avoid the obvious and meaningless, such as, "I need a job."
Q.
How do you handle pressure and stress?
A.
This is sort of a double whammy, because you're likely already stressed from the
interview and the interviewer can see if you're handling it well or not. Everybody feels
stress, but the degree varies. Saying that you whine to your shrink, kick your dog or slam
down a fifth of Jack Daniels are not good answers. Exercising, relaxing with a good book,
socializing with friends or turning stress into productive energy are more along the lines of
the "correct" answers.
Q.
Explain how you overcame a major obstacle.
A.
The interviewer is likely looking for a particular example of your problem-solving

skills and the pride you show for solving it.
Q.
Where do you see yourself five (ten or fifteen) years from now?
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A.
Explain your career-advancement goals that are in line with the job for which you are
interviewing. Your interviewer is likely more interested in how he, she or the company will
benefit from you achieving your goals than what you'll get from it, but it goes hand in hand
to a large degree. It's not a good idea to tell your potential new boss that you'll be going after
his or her job, but it's okay to mention that you'd like to earn a senior or management
position.
Q.
What qualifies you for this job?
A.
Tout your skills, experience, education and other qualifications, especially those that
match the job description well. Avoid just regurgitating your resume. Explain why.
Q.
Why did you choose your college major?
A.
The interviewer is likely fishing to see if you are interested in your field of work or
just doing a job to get paid. Explain why you like it. Besides your personal interests, include
some rock-solid business reasons that show you have vision and business sense.
Interview Purpose
The interview is an opportunity for both the employer and the applicant to gather information. The
employer wants to know if you, the applicant, have the skills, knowledge, self-confidence, and
motivation necessary for the job. At this point you can be confident that the employer saw something
of interest in your resume. He or she also wants to determine whether or not you will fit in with the
organization's current employees and philosophy. Similarly, you will want to evaluate the position
and the organization, and determine if they will fit into your career plans. The interview is a twoway exchange of information. It is an opportunity for both parties to market themselves. The
employer is selling the organization to you, and you are marketing your skills, knowledge, and
personality to the employer.
Mistakes
Oversell
Trying too hard to impress; bragging; acting aggressively.
Undersell
Failing to emphasize the fact that you have related
skills; discussing experience using negative qualifiers

(i.e. "I have a little experience...").
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Body Language
It is easy to create a negative impression without even realizing that
you are doing it. Are you staring at your feet, or talking to the
interviewer's shoulder? Be aware of what your actions say about

you.
Lack of Honesty
Negative Attitude
The slightest stretching of the truth may result in you being
screened out.
The interview is not an opportunity for you to complain about your

current supervisor or co-workers (or even about 'little' things, such
as the weather).
Lack of Preparation
You have to know about the organization and the occupation. If you
Lack of Enthusiasm
If you are not excited about the work at the interview, the employer
don't, it will appear as though you are not interested in the position.
will not assume that your attitude will improve when hired.
Rejection
Keep in mind that rejection is a normal part of every job search. For every position, if 100 people
apply, 99 will be rejected. If you are rejected, it does not mean that you are not a good applicant. It
simply means that you were not the best applicant for that particular job at that particular time. Don't
get discouraged. Rejection happens to everyone and is not a reflection of you. Consider each new
application a new opportunity.
Walt Disney's idea for Disneyland was rejected by six major banks before being accepted.
They said no one would come.
A record company which had the opportunity to sign the Beatles rejected them. They felt
that electric guitar music was only a phase
5. Resume Writing
Objective: To train the students to create an effective resume.
What is a Resume?
Resumes are what people use to get jobs, right?
Wrong! A resume is a one or two page summary of your education, skills, accomplishments, and
experience. Your rsums purpose is to get your foot in the door. A resume does its job successfully
if it does not exclude you from consideration. To prepare a successful resume, you need to know
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how to review, summarize, and present your experiences and achievements on one page. Unless you
have considerable experience, you don't need two pages. Outline your achievements briefly and
concisely. Your resume is your ticket to an interview where you can sell yourself!
How to Prepare an Effective Resume!

1. Resume Essentials :
Before you write, take time to do a self-assessment on paper. Outline your skills and abilities as well
as your work experience and extracurricular activities. This will make it easier to prepare a thorough
resume.
2. The Content of Your Resume :

Name, address, telephone, e-mail address, web site address
All your contact information should go at the top of your resume.
Avoid nicknames.
Use a permanent address. Use your parents' address, a friend's address, or the
address you plan to use after graduation.
Use a permanent telephone number and include the area code. If you have an
answering machine, record a neutral greeting.
Add your e-mail address. Many employers will find it useful. (Note: Choose an
e-mail address that sounds professional.)
Include your web site address only if the web page reflects your professional
ambitions.
3. Objective or Summary:
An objective tells potential employers the sort of work you're hoping to do.
Be specific about the job you want. For example: To obtain an entry-level position within a financial
institution requiring strong analytical and organizational skills. Tailor your objective to each
employer you target/every job you seek.
4. Education:
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New graduates without a lot of work experience should list their educational information first.
Alumni can list it after the work experience section.
Your most recent educational information is listed first.

Include your degree (A.S., B.S., B.A., etc.), major, institution attended, minor/concentration.
Add your grade point average (GPA) if it is higher than 3.0.
Mention academic honors.
5. Work Experience:
Briefly give the employer an overview of work that has taught you skills. Use action words to
describe your job duties. Include your work experience in reverse chronological order - that is, put
your last job first and work backward to your first, relevant job. Include:
Title of position,
Name of organization
Location of work (town, state)
Dates of employment
Describe your work responsibilities with emphasis on specific skills and achievements.
6. Other information:
A staff member at your career services office can advise you on other information to add to your
resume. You may want to add:
Key or special skills or competencies,

Leadership experience in volunteer organizations,
Participation in sports.
7. References:
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Ask people if they are willing to serve as references before you give their names to a potential
employer. Do not include your reference information on your resume. You may note at the bottom of
your resume: "References furnished on request."
Resume Checkup
You've written your resume. It's time to have it reviewed and critiqued by a career counselor. You
can also take the following steps to ensure quality:
Content:
Run a spell check on your computer before anyone sees your resume.
Get a friend (an English major would do nicely) to do a grammar review.
Ask another friend to proofread. The more people who see your resume, the more likely that
misspelled
words and awkward phrases will be seen (and corrected).

Design:
These tips will make your resume easier to read and/or scan into an employer's data base.
Use white or off-white paper.
Use 8-1/2- x 11-inch paper.
Print on one side of the paper.
Use a font size of 10 to 14 points.
Use non-decorative typefaces.
Choose one typeface and stick to it.
Avoid italics, script, and underlined words.
Do not use horizontal or vertical lines, graphics, or shading.
Do not fold or staple your resume.
If you must mail your resume, put it in a large envelope.
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Action Words
Use action words to describe your experience and accomplishments. Here are some actions words to
use:
achieved
created
implemented
adapted
demonstrated
informed
developed
interpreted
discovered
launched
dra ed
managed
eliminated
minimized
established
nego ated
acquired
addressed
administered
analyzed
an cipated
assembled
assisted
audited
budgeted
calculated
centralized
cul vated
improved
designed
insured
devised
interviewed
doubled
maintained
edited
marketed
enforced
mo vated
programmed
surveyed
provided
supervise
published
tested
reorganized
used
promoted
staed
publicized
taught
recruited
trained

reported
researched
resolved
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What Employers Want

Employers say they are impressed by job candidates who have excellent communication skills, good
grooming habits, and relevant work experience. Employers say they want trustworthy new hires who
can move right in, get along with their co-workers, and get the job done without having to be babied
at each step.
Top 10 Qualities Employers Seek

Communication skills (verbal and written)
Honesty/integrity
Teamwork skills (works well with others)
Interpersonal skills (relates well to others)
Motivation/initiative
Strong work ethic
Analytical skills
Flexibility/adaptability
Computer skills
Organizational skills
Sample Resume:
Denise F. Moore
2657 Uphill Ave.
Somewhere, CT 06677
800/555-1212
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denisefmoore@jobweb.com
Objective
To obtain an entry-level position requiring strong analytical and organizational skills in the
engineering department.
Education
University of North Carolina at Charlotte
School of Engineering
B.S., Mechanical Engineering with focus in automotive engineering, May 2003

Honors: Daniel M. Joseph Prize in Mechanical Engineering, 2003
Phi Beta Kappa
Experience
Co-op engineer, Ford Motor Corp., Detroit, MI, Spring 2002
Worked on advanced test project that involved mechanical design, CAD/CAM composites
technology, automobile structures, and coordination among project groups.
Mini-Baja Team Participant, University of North Carolina at Charlotte, Fall 2002.
Worked on six-member team of students to design and build a miniature stock car for competition in
National Society of Automotive Engineers competition. Our car won.
Intern, General Motors Corp., Detroit, MI, Summer 2001

Assisted in experimental and literature research, prepared figures and data for technical papers, and
computed engineering calculations.
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Assistant Mechanic, Dewey's Garage, Trumbull, CT, Summer 1999 and 2000.
Performed oil changes, tire rotations, radiator flushes, troubleshooting problems with customers' cars.
Related Course Work

Thermodynamics, deformable solids, statics, materials science, basic circuits, fluids mechanics,
controls, heat transfer, vibrations, statistics, design, turbomachinery, automotive structural design.
Computer Skills
CAD, AutoCAD, MathCAD, C++, Word, Access, Excel.
Activities
President, Society of Automotive Engineers, campus chapter, Fall 2000present
Peer tutor ,Intramural baseball, 1998-2001
LETTER WRITING
Letters remain hugely important in our everyday lives. People still feel
the need to have something confirmed in writing and a letter can add the
all important personal touch. But there are pitfalls to letter writing. Below
are our top tips for getting your letter right.
1. Define your purpose:
Before you begin writing a business letter, ask yourself:

Why am I writing this letter what has led up to it?
What do I hope to get out of it (my maximum aims)?
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What do you expect to get out of it (my realistic aims)?

What is the best way to achieve this?
What information do I need to provide? For example, dates of previous letters, dates you
saw advertisement, dates of appointments, addresses of shops and people, names of people
involved, reference or account numbers.
What arguments do I need to use?
2. The first paragraph:

The first paragraph of the letter should introduce the subject matter and either state or imply your
purpose in writing.
3. The body of the letter:

The body of the letter should consist of one or more paragraphs. It should develop clearly and
logically the argument and facts of the case. If there is more than one paragraph, each paragraph
should focus on a separate aspect of the subject matter and there should be clear links between
paragraphs.
4. The final paragraph:

The final paragraph should leave the reader in no doubt about your attitude towards the subject of the
letter. It may, for example, spell out what you would like to see happen. It should be positive and
unambiguous.
5. Achieve the right tone:

Although the reader of your letter may be unknown to you, it is important to achieve a suitable tone
in your writing and not to be too casual or too formal. So, as far as possible:
Avoid Jargon whenever possible.
Use shorter sentences rather than longer ones.
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Avoid using the passive. For example write, We sent you that letter by mistake,
Dont let your feelings get the better of you.
Dont try to be too clever.
Be clear and to the point, but dont be too blunt.
rather than the more pompous, Our letter was sent in error.
6. Adopt a clear layout:
Adopt a letter layout that is clear and consistent. For example, if you put a
comma after the persons name in the greeting, include one after Yours
faithfully/Yours sincerely; either indent the paragraphs or leave a space

between them, without indentation.
7. Sincerely or Faithfully?
If you are writing to someone whose name and title you do not know, use the greeting Dear Sir or
Madam, and the ending Yours faithfully, signing yourself with your initials and surname.
If you are writing to a named person, address them as Dear
Mr/Mrs/Miss/Ms, and end Yours sincerely, followed by your first name

and surname.
If you have met them or spoken to them by phone, or otherwise feel that
you have some acquaintance with them, address them by their first name
and sign yourself Yours sincerely, using your first name.
If you need some extra inspiration then we have sample letters for almost
every occasion from letters of resignation to letters of condolence, letters

of complaint to letters booking a holiday.
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We also have plenty of useful phrases to get your letter started, finished,
and on the right track.
The Format The Main Parts:
A business letter is more formal than a personal letter. It should have a margin of at least one inch on
all four edges. It is always written on 8"x11" (or metric equivalent) unlined stationery. There are
six parts to a business letter.
1. The Heading:
This contains the return address (usually two or three lines) with the date on the last line.
Sometimes it may be necessary to include a line after the address and before the date for a phone
number, fax number, E-mail address, or something similar.
Often a line is skipped between the address and date. That should always be done if the heading is
next to the left margin. (See Business Letter Styles.)
It is not necessary to type the return address if you are using stationery with the return address
already imprinted. Always include the date.
2. The Inside Address.
This is the address you are sending your letter to. Make it as complete as possible. Include titles and
names if you know them.
This is always on the left margin. If an 8" x 11" paper is folded in thirds to fit in a standard 9"
business envelope, the inside address can appear through the window in the envelope.
An inside address also helps the recipient route the letter properly and can help should the envelope
be damaged and the address become unreadable.
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Skip a line after the heading before the inside address. Skip another line after the inside address
before the greeting.
3.The Greeting:
It is also called the as salutation. The greeting in a business letter is always formal. It normally
begins with the word "Dear" and always includes the person's last name.
It normally has a title. Use a first name only if the title is unclear--for example, you are writing to
someone named "Leslie," but do not know whether the person is male or female. For more on the
form of titles, see Titles with Names.
The greeting in a business letter always ends in a colon. (You know you are in trouble if you get a
letter from a boyfriend or girlfriend and the greeting ends in a colon--it is not going to be friendly.)
4.The Body:
The body is written as text. A business letter is never hand written. Depending on the letter style you
choose, paragraphs may be indented. Regardless of format, skip a line between paragraphs.
Skip a line between the greeting and the body. Skip a line between the body and the close.
5. The Complimentary Close:
This short, polite closing ends with a comma. It is either at the left margin or its left edge is in the
center, depending on the Business Letter Style that you use. It begins at the same column the heading
does.
The block style is becoming more widely used because there is no indenting to bother with in the
whole letter.
6. The Signature Line:

Skip two lines (unless you have unusually wide or narrow lines) and type out the name to be signed.
This customarily includes a middle initial, but does not have to. Women may indicate how they wish
to be addressed by placing Miss, Mrs., Ms. or similar title in parentheses before their name.
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The signature line may include a second line for a title, if appropriate. The term "By direction" in the
second line means that a superior is authorizing the signer.
The signature should start directly above the first letter of the signature line in the space between the
close and the signature line. Use blue or black ink.
Ten Tips for Writing Effective Cover Letters

1. A creative, well-written cover letter is often the best way to make your rsum stand
out from the endless sea of applicants and find its way into the must read pile of
the person making the hiring decisions. Here are 10 simple tips to help your cover
letter wow: Make yourself stand out. Get the competitive edge by writing a cover
letter that focuses on your unique and exceptional qualities. What makes you an ideal
candidate? Be strategic, persuasive, and concise.
2. Target the right person. Sending your letter to the proper person can make all the
difference. Avoid generic addresses such as To Whom It May Concern or Dear
Sir or Madam. Instead, call the company and find out the name and title of the
person who does the hiring for the job that youre interested in. Remember to ask for
the correct spelling of his or her name.
3. Stay simple. Keep your cover letter brief. Never send a letter that is more than a
page in length; half a page is ideal. Be sure to use clear, professional language while
steering away from buzzwords, acronyms, jargon, or anything overly personal.
4. Make it shine. The overall visual impression of your cover letter can be just as
important as whats written upon it. Make sure to use crisp, quality stationery. Match
the style of copy on your cover letter with the style of your rsum. Stick with one
font and avoid solid walls of text that make the readers eyes bounce right off the
page. Break your text into digestible morsels with lots of white space.
5. Be an attention getter. Dont waste your first paragraph by writing a dull

introduction. Grab the employer's attention from the start by pointing out how you
can make a difference in a way no other candidate can. Keep in mind that you have
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only about one to two seconds to get your initial point across before the reader
moves on to the next letter.
6. Sell yourself. Dont expect to wow a prospective employer with a lengthy checklist
of what youve done in the past. Instead, position your accomplishments in terms of
how you could bring the same benefits to their company. Your cover letter needs to
answer the question Whats in it for my company? Clarify how your expertise will
benefit them directly.
7. Hire a proofreader. Never underestimate the negative effect of bad writing, which
can greatly hurt your chances of landing a new position. Invest in your career by
hiring a professional writer or editor to check your cover letter for spelling, grammar,
and overall readability.
8. Avoid exaggeration. Theres nowhere to hide when you finally land in an interview
and the prospective employer wants to know what you meant by best in the world.
Avoid saying anything that sounds like hyperbole, which can project the wrong
image and damage your credibility. And remember never to speak poorly of former
employers or coworkers.
9. Close encounters. Dont depend on the employer to take action. Request an

interview and tell the employer when you will follow up to arrange it.
10. Dont forget the follow-up. After sending in your cover letter and rsum,
its imperative that you follow up. Youll greatly increase your chances of
getting an interview if you call the employer directly after writing, rather than
just sitting back and waiting for a call.
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6. Reading Comprehension
Objective: To develop fast way of reading and to answer the questions in a span of time.
Reading comprehension is intended to test the readers ability to understand, interpret and analyze
texts on different topics and his/her own range of vocabulary. The questions in this section are based
on the passage containing difficult constructions and words. Knowledge of the roots, prefixes,
suffixes will help in grasping the meanings of words.
Approach to be adopted:
The following guidelines will help in answering the question.
All the questions are based on the given text, and the answers also must be based on the text.
Skim the questions first and note the key items in them.Read the first and last sentences of each
paragraph for a possible clue to the theme of the text.Read the whole passage making a note of the
main points, important conclusions, names, definitions, places and numbers.In case, you cannot
make out the meanings of given words, read the nearest sentences and try to grasp the contextual
meanings of the words.
Learn prefixes, suffixes and roots of words so that it will be easy to understand the
meanings of words.
Knowledge of grammatical functions of words helps in identifying the synonyms and

antonyms of words.
Do not read the answer choices before reading the questions.

Use an elimination strategy to arrive at the correct answers.
Try to read between the lines for implied meanings and views of the author.
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Dont get stuck over any one question or part of the passage.
Keep the answer brief and to the point.
Guessing Meaning of Vocabulary from Context:

Input
In order to understand what you are reading from an English text, you need to guess the meaning of
unfamiliar words (words you do not know) from the context. This will help you read faster and
easier.
Types of reading
Reading for facts, guessing meanings from context, scanning, skimming, inferring meaning, critical
RAPID SURVEY
This is also known as previewing. You begin by checking what you are
reading - a rapid glance is all that it entails. You give yourself quick
answers to the following questions:
* Is it what I need?
* Is it up to date?
* Is it right for the task?
* Are all the contents relevant - or only some?

SAMPLING:
Sampling requires you to examine the contents of what you are
reading in slightly more depth than rapid survey. So typically, you would
look at the introduction and headings of the material, skim over the
content of each and establish in your mind the:
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* Relevance of the content
* Usefulness of the content

* Suitability of the content
SKIMMING:
Skimming is used to quickly identify the main ideas of a text.
When you read the newspaper, you're probably not reading it word-by-
word, instead you're scanning the text. Skimming is done at a speed three
to four times faster than normal reading. People often skim when they
have lots of material to read in a limited amount of time. Use skimming
when you want to see if an article may be of interest in your research.
There are many strategies that can be used when skimming. Some
people read the first and last paragraphs using headings, summarizes and
other organizers as they move down the page or screen. You might read
the title, subtitles, subheading, and illustrations. Consider reading the first
sentence of each paragraph. This technique is useful when you're seeking

specific information rather than reading for comprehension. Skimming
works well to find dates, names, and places. It might be used to review
graphs, tables, and charts.
SCANNING:
Scanning is a technique you often use when looking up a word in the telephone book or
dictionary. You search for key words or ideas. In most cases, you know what you're looking for, so
you're concentrating on finding a particular answer. Scanning involves moving your eyes quickly
down the page seeking specific words and phrases. Scanning is also used when you first find a
resource to determine whether it will answer your questions. Once you've scanned the document,
you might go back and skim it.
When scanning, look for the author's use of organizers such as numbers, letters, steps, or the words,
first, second, or next. Look for words that are bold faced, italics, or in a different font size, style, or
color. Sometimes the author will put key ideas in the margin.
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Reading off a computer screen has become a growing concern. Research shows that people have
more difficulty reading off a computer screen than off paper. Although they can read and
comprehend at the same rate as paper, skimming on the computer is much slower than on paper.
Word by word reading:

This type of reading is time consuming and demands a high level of
concentration. Some material is not readily understood and so requires a
slow and careful analytical read. People use this type of reading for
unfamiliar words and concepts, scientific formulae. It can take up to an

hour just to read a few lines of text.
Critical Reading:
A method of reading for study is called critical reading the aim is to
understand the material in some depth. The method involves five simple
steps; Survey, Question, Read, Recall and Review.
Survey: skim through to gain an overview and not key points.
Read: slowly and carefully.
Recall: from memory, write down the main points made by the chapter.
Review: revisit your questions - compare these to your recall and establish how well the text
Question: devise questions you hope the text will answer.
has answered them; fill in any gaps by further reading and note-taking.
Cri cal reading is the ability to evaluate the credibility of a piece of wri ng. All writers have a
purpose when they write, and usually, a writer will choose or emphasize facts and details which
support his or her purpose, and ignore facts which don't. As a good reader, you need to be aware of
that.
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7. Technical Report writing

Objective: To improve writing skills of the students.
A report is an important part of the genre of transactional writing - that is writing that is intended
to convey factual information.
In higher education and work, formal reports communicate information to others without the need
for meetings. If you are required to explain your work to others in this way, effective reports are
vital. Effective reports will give you a professional image and get others to take your work seriously.
Report writing in Higher Education: You may be required to produce written reports as part of
your course, so you will have opportunities to enhance your report writing skills. Reports can form a
regular part of assessed work and can be needed if you're involved in extra-curricular activities with
societies or external groups.
Report writing at work: Reports are a way of informing and persuading people as well as initiating
change. You might prepare or contribute to annual, project or progress reports. A well-structured
report that has clear objectives will get more attention and is more likely to produce the intended
results.
Types of Report:
Incident Report
happened
a report describing something that has
Accident Report
a report describing how someone was hurt or
Sales Report
a report describing how many goods or services
something was damaged
were sold, and the reasons for any differences

from the plan
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Progress Report
a report describing how close you are to

completing something you planned
Feasibility Study / Report
a report on how practical a
Recommendation Report
a report on what your
Site
a report on what has happened in
proposal is
organisation should do
a place, and how close
your organization is to finishing
construction
Case Study
an academic report on how and why something

has changed over time
Reports have their own structure and this is distinct from the form of an essay. Essays are mainly
used to allow you to demonstrate your ideas and arguments to others. Written reports provide
specific research-based information which results in a course of action being decided and acted on.
Reports are designed to give information concisely and accurately. A formal report has an impersonal
and objective "tone of voice". The main argument is clear and uses a minimum of words. Accurately
presented facts are in the main body of the report - your evaluation of these is in the "conclusions"
and "recommendations" sections.
A report differs from an essay in that a report:
presents information, not an argument
uses numbered headings and sub-headings
uses short, concise paragraphs and dot-points where applicable
uses graphics wherever possible (tables, graphs, illustrations)
may need an abstract (sometimes called an executive summary)
is meant to be scanned quickly by the reader
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does not always need references and bibliography
is often followed by recommendations and/or appendices
Reports tend to follow a standard structure but much depends on the circumstances in which they are
being written. It helps to ask your lecturers, employers or mentors what they expect - there may be
an accepted way of writing a report appropriate to your course, employment or professional body.
A report should generally include the following sections.
(Sections marked with an asterisk (*) are essential: others are optional depending on the type, length
and purpose of the report.)
Letter of transmittal
Table of contents
List of abbreviations and/or glossary
Executive summary/abstract
Introduction*
Body*
Conclusion*
Recommendations
Bibliography
Appendices
Title page*
Letter of transmittal
This is a letter to the person who commissioned the report, in which you effectively hand over your
work to that person. Include:
the purpose of the letter (eg. Here is the final version of the report on Underwater Welding
which was commissioned by your organisation.)
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the main finding of the report
any important considerations
an acknowledgement of any significant help
an expression of pleasure or gratitude (eg. Thank you for giving us the opportunity to work
on this report.)
Title page
This must contain:
the report title which clearly states the purpose of the report
full details of the person(s) who prepared the report
the date of the presentation of the report
full details of the person(s) for whom the report was prepared
Table of Contents
(Usually only if the report is longer than, say, ten pages)
This is a list of the headings and appendices of the report. Depending on the complexity and length
of the report, you could list tables, figures and appendices separately. Make sure the correct page
numbers are shown opposite the contents. Up-to-date word processing packages can generate a table
of contents for you.
Abbreviations and/or glossary

If necessary, you should provide an alphabetical list of the abbreviations you have used in the report,
especially if they may not be familiar to all readers of the report.
If you have used a lot of technical terms, you should also provide a glossary (an alphabetical list of
the terms, with brief explanations of their meanings).
Acknowledgements (if appropriate)
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This is a short paragraph thanking any person or organization which gave you help in collecting data
or preparing the report.
Abstract (Summary or Executive Summary)

An abstract is quite different from an introduction. It is a summary of the report, in which you
include one sentence (or so) for every main section of your report. For example, you can include:
the context of the research
the major findings (you may need several sentences here)
the conclusions
the main recommendations
the purpose of the report
Write the abstract after you have written the report.

Introduction
Give enough background information to provide a context for the report.
Clarify key terms and indicate the scope of the report (ie what the report will cover).
State the purpose of the report.
Body
The content of the body depends on the purpose of the report, and whether it is a report of primary or
secondary research.
A report of primary research (based on your own observations and experiments) would include:
Literature review (what other people have written about this topic). The literature review
Method (summarizes what you did and why). Use the past tense.
should lead towards your research question.
Findings or results (describes what you discovered, observed, etc, in your observations and
experiments). Use the past tense.
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Discussion (discusses and explains your findings and relates them to previous research). Use
the present tense to make generalizations.
A report of secondary research (based on reading only) would include:
Information organised under appropriate topics with sub-headings. It is unlikely that your
report will discuss each source separately. You need to synthesise material from different
sources under topic headings.
Analysis/discussion of the sources you are reporting.
Conclusion
Sum up the main points of the report. The conclusion should clearly relate to the objectives of your
report. No surprises please! (that is, dont include new information here.)
Recommendations (if appropriate)
These are suggestions for future action. They must be logically derived from the body of your report.
Bibliography
(See our page on Using References for more information).
Appendices
An appendix contains material which is too detailed, technical, or complex to include in the body of
the report (for example, specifications, a questionnaire, or a long complex table of figures), but
which is referred to in the report. Appendices are put at the very end of the report, after everything
else. Each appendix should contain different material. Number each appendix clearly.
Sample of Reports
1.Imagine that you are the Chief engineer of Vijayabhara construc ons. Due to an accident a
bridge collapsed killing ve people. Dra a report to the chairman about the accident.
From
Report Submi ed to the Chairman
Page
XYZ
MS (U.K)
Chief Engineer
Madhya Pradesh
Dated:
To
The Chairman
Vijayabhara Construc ons
Andheri, Bombay
Maharashtra
Dear Sir
Sub: Collapse of bridge on river Narmada-death of ve persons-Reg
You are aware that a bridge is being constructed by our Vijayabhara Construc ons on
the river Narmada in Madhya Pradesh. The construc on was in progress when there was a
sudden heavy rainfall in the upper regions of the river. Thereby the water gushed from
upstream in a ood. The bridge under construc on could not bear the sudden force of the
ood waters and gave in at the h pillar. The workers who were near the pillar tried to
escape but ve of them came under the collapsing column. Their bodies were shed out of
the river with the help of a crane. As we have to pay compensa on to the nearest kin of
the deceased I am contac ng the insurance company for the same.
This for your informa on.
Sincerely
( sign )
XYZ
2.Write a technical report on the need to construct a low cost housing colony in your na ve
place.
Report submi ed to the Principal Secretary
From
XYZ
Hyderabad
Dated:
To
The Principal Secretary
Weaker Sec ons Welfare Department
Govt of Andhra Pradesh
Hyderabad
Dear Sir
Sub: Report regarding the need to construct a low cost housing colony
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House is essen al for every person. The minimum requirements of a person

are food, clothing and shelter. During winter and rainy seasons it is absolutely necessary to
have a shelter where one can protect ones self from the bi erness of winter and from the
drenching of rains respec vely. When the rich live in palacious buildings the poor should
have at least a small dwelling place. In my village there are nearly 500 people who do not
have even a proper hut to live in. They are unable to bear the bi er cold and rainy weather.
Therefore I request the government and philanthropists to come forward to
construct a low cost housing colony for the poor in my na ve place with Shramdaan of the
beneciaries in the construc on work. Each house can be constructed at a cost of Rs
20,000/- with an a ached toilet and bath.
For informa on and necessary ac on
Sincerely
(
)
XYZ
3.Prepare a report on the feasibility and desirability of introducing cooking gas in place of
petrol and diesel in automobiles.
Introduc on
Due to growing need or demand of the growing popula on, petrol and diesel are ge ng
exhausted. If we con nue to use petrol and diesel at the same consump on rate, the day is
not far away when all the reserves of these oils get exhausted and the world faces severe
fuel crisis. Therefore, it is advisable to slowly shi to the use of cooking gas in place of
petrol and diesel.
Market Study
It is found that cooking gas is more economical than diesel or petrol. It is also observed
that cooking gas is a less pollutant than petrol or diesel. Therefore, many people prefer to
use cooking gas in place of petrol or diesel.
Availability of Men and Material

To supply cooking gas in place of diesel and petrol, special gas lling sta ons have to be
started. Gas dealers and suppliers have to be appointed. Gas cylinders have to be
manufactured or the present fuel tanks in the vehicles have to be suitably altered and
strengthened to store cooking gas. A conversion kit has to be provided in the vehicles.
Conclusion & Recommenda ons
To reduce pressure on diesel and petrol and also to reduce environmental pollu on, it is
desirable to use cooking gas in vehicles. It is also feasible to use it as a subs tute for diesel
and petrol.
4.You are an Electrical Engineer in Asian Construc ons, Your company has undertaken the
job of rewiring a shopping complex in Hyderabad. Write a report on the progress of your
work.
Page
From
Asian Construc ons
Ko
Hyderabad
Dated:
To
The Secretary
Twin Ci es Shopping Complex
Hyderabad
Dear Sir
Sub: Rewiring of shopping complex Reg
The rewiring program of twin ci es shopping complex is in progress. The cost of
some ar cles is higher. We expect to complete the work within the es mated cost. As the
work is progressing speedily, we hope that the labour charges will be reduced. We have
paid 5 lakh towards equipment so far. The cost of the labour will be around 1.25 lakhs . It is
hoped that the remaining expenditure will not be more than 75,000.
The rewiring of three oors has been completed. The replacement of ligh ng
xtures started two days ago. We shall complete the rewiring of the remaining two oors
within 25 days. We would be able to complete the whole work within 35 days from today.
Sincerely
(
)
XYZ
DESIGN OFADDITIONAL EXPERIMENTS
Communica on Media E que e
The Telephone
Always return calls. Even if you dont yet have an answer to the callers ques on,
call and explain what youre doing to get the requested informa on, or direct them
to the appropriate place to get it.
If youre going to be out, have someone pick up your calls or at a minimum, have
your answering system tell the caller when you will be back in the oce and when
they can expect a call back.
When you ini ate a call and get a recep onist or secretary, iden fy yourself and tell
them the basic nature of your call. That way, youll be sure youre ge ng the right
person or department and the person youre trying to reach will be able to get the
appropriate informa on and help you more eciently.
When we receive a phone call, iden fy yourself and your department, if it is an inhouse call, and your name and the company if it is an outside call. Answer the
phone with some enthusiasm or at least warmth, even if you are being interrupted,
the person on other end doesnt know that!
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Make sure your voice mail system is working properly and doesnt tell the caller that
the mailbox is full, transfer them to nowhere, or ring indenitely. Address technical
and system problems-a rude machine or system is as unacceptable as a rude
person.
You dont have to reply to tele-adver sements. If someone is calling to sell you
something, you can indicate that you are not interested ad hang up without losing
too much me on it.
However, you need to be careful. You may be receiving a call from an insurance or long
distance company that wants to hire you as a consultant! Be sure you know the nature of
the call before you excuse yourself.
Personalize the conversa on. Many people act in electronic media the way they act
in their cars. They feel since they are not face-to-face with a person, it is perfectly
acceptable to be abrupt, crass, or rude. We need to ensure that we make the best
use of the advantages of these media without falling headrst into the
disadvantages.
Dont put a person on hold without asking him if he would mind holding.
When you take a message for someone, do so on a large sheet of paper in some
detail. Do not edit the message. Add the date and me, and your signature before
leaving it on the absentees table.
Dont make funny noises on the phone. Drinking water while answering the phone,
or ea ng chips, or blowing your nose, is unacceptable.
Interrup ons
Avoid interrup ons of single or group work sessions, mee ngs, phone calls, or even
discussions if at all possible. Most management folks feel free to interrupt informal working
sessions of subordinates, but need to realize that they may be interrup ng a brainstorming
session that will produce the companys next big success.
Always apologize if you must interrupt a conversa on, mee ng, or someones
concentra on on a task. Quickly state the nature of what you need, and show
considera on for the fact that you are interrup ng valuable work or progress.
E-mail
While addressing the mail, in the To column put the i.d.s of the persons who are
to take ac on in the ma er; in the CC column, the ids of those who are in the loop
only; the BCC column should be er be le unused as many companies consider it
unethical to use that column.
Make the subject line specic and short. Dont leave the subject blank, and dont
use a gene c subject line, Hi or Just for you. Dont also have a long subject line.
Use dierent mails for dierent subjects; do not club three or more dierent
subjects under a general subject. Only one subject, and its connected data, should
be in one mail.
Follow correspondence rules. Do not type everything in caps or in lower case; follow
grammar rules, and dont commit mistakes.
Punctua on marks should be correctly used, and not overused, showing intense
excitement etc.
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Use so and neutral words, and cut out harsh or emo onal content. A business
le er should be business-like, not a drama script.
Your mails should normally t into one page without the reader having to scroll
down.
Dont forward messages with three pages of mail-to informa on before they get to
the content. In the message you forward, delete the extraneous informa on such
as all the memo to subject, addresses, and date lines.
When replying to a mail, dont automa cally hit the Reply All bu on.
Some mes very embarrassing internal mail goes to an external customer, with
disastrous results.
When replying to a ques on, copy only the ques on into your e-mail, then provide
your response.
Address and sign your e-mails. Although this is included in the To and From
sec ons, remember that you are communica ng with a person, not a computer.
Use your company id only for business mail, and your personal id for your friends
etc.
All mails sent through the company computer are scanned by the company. Be
careful regarding what you send. If you have visited an x site, then you are in deep
hot water.
Be careful what you write in your mails. They are a record, and can be used against
you in the future, when you least expect it.
Business Ethics Principles/Prac ce

When we are developing our ethics policy, we must decide what it is we want our company
to stand for, put it in wri ng, and enforce it. We can base our policy on ve fundamental
principles:
Purpose: a purpose combines both your vision as well as the values you would like
to see upheld in your business. It comes from the top and outlines specically what
is considered acceptable as well as unacceptable in terms of conduct in your
business.
Pride: Pride builds dignity and self-respect. If employees are proud of where they
work and what they are doing, they are much more apt to act in an ethical manner.
Pa ence: Since you must focus on long-term versus short-term results, you must
develop a certain degree of pa ence. Without it, you will become too frustrated
and will be more tempted to choose unethical alterna ves.
Persistence: Persistence means standing by your word. It means being commi ed.
If you are not commi ed to the ethics you have outlined, then they become
worthless. Stand by your word.
Perspec ve: In a world where there is never enough me to do everything we need
or want to do, it is o en dicult to maintain perspec ve. However, stopping and
reec ng on where your business is headed, why you are headed that way, and how
you are going to get there allows you to make the best decisions both in the shortterm as well as long-term.
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A company policy is a reec on of the values deemed important to the business. As you
develop your ethics, focus on what you would like the world to be like, not on what others
tell you it is.
How to say no with tact
You may be faced with a situa on in which a partner or co-worker proposes an ac on that
you believe is not ethical or outright wrong.
Perhaps an employee comes to you with this situa on. What do you do? What do you tell
your employee?
You may be tempted to do what is asked because you know the person or you feel
obligated for some other reason. Fight the tempta on. Take a stand. Say no with tact. Dont
accuse the other person of being unethical. Instead, use I statements to describe your
feelings.
State your objec on and concern without Indictment
I have serious concerns about that, and I need your understanding
I honestly believe it is wrong because
I cant do what I feel is wrong
Purpose an alterna ve ac on that you feel is Ethical
I think I know what you want to accomplish, and I feel theres a be er way to do it.
How about
Ask for the persons help and agreement
I really need your help.
I want to make sure we both do the right thing
Will you go with me on this one?
Whos responsible for ac ng ethically? You are! It is every person. Ul mately, each of us is
responsible for our own ac ons, including being ethical. The three Rs will point you and
your employees in the right ethical direc on.
The rst R of business ethics is Respect.
Trea ng everyone with dignity and courtesy.
Using company supplies, equipment, me, and money, and abiding by laws, rules
and regula ons that exist to protect our world and our way of life.
Protec ng and improving your work environment, and abiding by laws, rules and
regula ons that exist to protect our world and our way of life.
The second R of Business ethics is Responsibility.
Providing mely, high-quality goods and services.
Working collabora vely and carrying your share of the load.
Mee ng all performance expecta ons and adding value.
The third R of business ethics is Results.
Essen al in a aining results is an understanding that the way results are a ained.
Using the phrase The ends jus fy the means is an excuse that is too o en used to
explain an emo onal response, ac on that was not well planned or carefully
considered.
Obviously, you are expected to get results for your organiza on and for your
customers. However, you are also expected to get those results legally and morally,
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by being ethical. If you lose sight of the dis nc on, you jeopardize your job, your
business and your career.
Watch out For The Big Four
Greed the drive to acquire or possess more and more in ones self-interest.
Speed the mo va on to cut corners in response to the speed the pace of business
Laziness taking the easy path of least eort and resistance
Haziness ac ng and reac ng without thinking
These are primary factors leading to unethical behavior. And theyre all tempta ons that
must be fought.
Professional Etiquette
Adapting To The Corporate World

In the corporate world it is important to present ourselves with the kind of polish that shows
we can be taken seriously, and also about being comfortable around people and making
them comfortable around you. Again, in the corporate world, we are supposed to know what
is right and what is wrong, and then do the right thing. Values are beliefs that are important
to us. These values affect the choices that you make. So, the corporate world is a place
where we should know how to dress, how to behave, and how to take decisions so as to do
the right thing. We all live in different communities and are born into different cultures,
which are often reflected in the clothing that we wear. When we go outside our community
or culture group, others may identify us as being different. During the interview session, one
thing that the potential employer is concerned about is whether or not we will fit in with the
culture of their company. A potential employer seeks individuals who have qualified skills,
are dependable and enthusiastic. He also seeks someone who will represent the values of
their organization. One of the determinants for this is based on our appearance. If our
appearance is very different from the other employees, we may not fit the image that the
company is seeking. Therefore, we may need to alter our appearance to match the values of
the company where we are.
Getting Ready For An Interview
Whenever we are looking for a job, a planned outfit is a must and it is equally important to
have one well fitting and coordinated interview outfit because we never know when an
opportunity to interview for a job will come our way. Call the Personnel Department of the
Company you are interviewing with and find out the requirements and dress appropriately.
Ask about the dress code and recommended clothing to wear. It will be easier and quicker to
get the items one needs if planned ahead. Looking good does not have to cost a fortune.
Grooming Checklist for the Interview Day
Bathe or shower on the morning of the interview.
Brush and floss your teeth. Use mouth wash.
Your outfit should be clean and pressed.
Shoes should be polished. Check to make certain the heels are not run-over.
Does jewelry match? Is it conservative and tasteful?
Hair done and neat. Bring a comb with you just in case.
For women: Apply makeup lightly. Bring powder and lipstick to freshen up before
the interview.
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For men: Be freshly shaven.

Take a wristwatch with you to keep track of the time, even if it is an inexpensive
one.
Being on time for the interview is of utmost importance.
Clothing Dos and Donts

The following are general guidelines for successful interview dressing:
Do wear clean, ironed clothes.
Do empty pockets beware of bulging keys and tinkling change.
Do not wear loud, bright colors such as greens, reds, or purples.
Dont wear jeans or t-shirts.
Dont wear ripped jeans.
Do wear buttoned shirts, leaving only one or two buttons open.
Dont wear sports clothes with emblems. Avoid clothing with large designer labels.
Do wear a tie if possible. Make certain that it is knotted firmly, not loosely around
shirt collar.
Do wear traditional daytime fabrics. Avoid wearing satins or leather.
Accessories Dos and Donts
Do wear clean, conservative, and polished shoes.
Dont wear more than two rings.
Dont wear any body piercing paraphernalia (earrings, nose rings, or eyebrow rings)
Dont wear baseball caps or sunglasses.
Dont wear chains or necklaces.
Do shine your shoes.
Dont wear sandals.
Dont wear athletic shoes, no matter how clean and new. They are considered
inappropriate for an interview.
Dont wear earrings. If you normally wear one, take it out.
First Impressions
You only have one chance to make a good first impression. A person will size you
up in a matter of 15 seconds as you walk into the room! What you wear says a whole
lot about who you are, or at least who you are presenting yourself to be.
Whether you like it or not, the first impression that you make is visual. This means
paying attention to every little detail from head to toe is important.
Appearance can make the difference in getting or not getting a job. Correct
appearance can be your competitive advantage over someone else.
With first impressions, there is no erase button so make certain that the first
impression is a positive one.
Potential employers size you up based on how you look and how you carry yourself.
So pick the package that says what you want the employer to think: This person
cares about how they look. This person is serious about finding a job.
Do you Know how a person evaluates you ?
55% body language and appearance
38% verbal tone
7% verbal content
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Corporate Grooming Dos and Donts For Men

Do wear your hair clean and styled neatly.
Do use deodorant.
Do not use a lot of cologne.
Do not have dirty fingernails no matter what. Trim nails and scrub hands
necessary.
Do cover tattoos wherever possible.
Do not smoke, chew gum or spit tobacco.
Do shave your facial hair. If you wear beard, it should be neatly trimmed.
Mustaches should also be trimmed.
Maintain good oral hygiene. Brush twice a day, and use a good mouth wash.
Keep at least 4 pairs of socks to use throughout the week. Change your socks
every day, and wash the used one, especially in summer.
Keep at least two pairs of shoes, and air them out daily before wearing them. Use
powder on the feet to avoid smells.
For Women
Rinse or wash your face at least two times a day.
Brush and floss daily. Use mouthwash or rinse with diluted baking soda if
mouthwash is not available.
Drink plenty of water which helps to keep your skin fresh on the outside.
Wear a little or no perfume. Mild deodorants or cologne is ok if you tend to perspire.
Cover your tattoos.
Keep your nails clean trimmed, especially long nails.
If hands tend to sweat, keep hanky or tissue handy especially if you have to shake
hands.
Wear comfortable well-fitting shoes. Otherwise the shoes will pinch not only your
feet but also your face.
With western formals, wear closed shoes or sandals.
With Indian wear, wear good slippers or strapped sandals.
Avoid very large ear-rings and bangles that make a lot of noise.
Avoid wearing glass bangles and bindis with western formals.
Use very little hair oil, if at all. Perfumed oil is a no-no.
Avoid keeping flowers.
Avoid very large printed dresses or gaudy colors.
Wear colors that suit your complexion.
Transparent and figure hugging kameezes are better avoided; use dupattas in any
case.
Lighted colors are more suited for the summer. For summer, cotton is the best.
Silk and synthetic fabrics are better suited for winter.
Business Etiquette
Basic Table Manners
Table manners play an important part in making a favourable impression. They are visible
signals of the state of our manners and therefore are essential to professional success.
Regardless of whether we are having lunch with a prospective employer or dinner with a
business associate, our manners can speak volumes about us as professionals.
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Dining Etiquette
Employers may want to see you in a more social situation to see how you conduct yourself.
You could be critically scrutinized on your table manners and conduct. The meal is a time to
visit and interact, and this is always more important than the function of eating.
You should wait for your host to ask you to sit down before taking your seat. If he
/she doesnt ask you to sit, wait for him/her to be seated, then sit.
You should not push your chair back and cross your legs until the meal is completely
finished. During the meal, sit up straight and keep your feet flat on the floor or cross
your legs at the ankle. Crossing your legs during the meal can cause you to slouch,
and looks too casual.
As soon as everyone is seated, unfold your napkin and place it across your lap,
folded, with the fold toward you. If you need to leave the table, place the napkin on
your chair, folded loosely. Only after the meal is over should you place your napkin
on the table to the left side of your plate.
Solids should be on the left side and the liquids on the right side.
Be polite and appreciative. Never criticize or state a dislike for a food that is served
to you. This is insulting to your host. Simply eat foods you do like, and make an
attempt to taste unfamiliar foods. If you are asked point blank if you like something,
and it would be an obvious untruth to say you do, say something gracious like, Its
different, or Im not accustomed to this flavor, but Im glad for the opportunity to
try this.
It is considered poor etiquette not to use the napkin. The purpose of napkin is to
keep food off your face. Use it frequently to discreetly dab or wipe your mouth.
If water is on the table as you are seated, it is appropriate to sip your water after
everyone is seated after you have placed your napkin on the lap.
You do not have to clean your plate. It is polite to leave some food on your plate.
Do not push the remaining food around on the plate.
Never speak with food in your mouth. Dont eat too quickly, and dont attempt to
hurriedly bolt down all your food.
Problem Solving Skills
Problems are to mind what exercise is to the muscles they toughen and make strong,
Norman Vincent Peale. Everyone wants to have a smooth ride in his life but everyone
encounters problems from birth to death. World Health Organization declared problem
solving as the 8th life skill. It indicates that every person must be equipped with tools and
techniques to overcome problems in daily life. Problem is nothing but an unexpected,
unforeseen and unfavourable issue that may crop up either because of internal forces. In the
case of internal forces, it could be due to negligence or lack of knowledge of the individual
that the problem is going to come up. In such a scenario it can be manageable and can be
tackled with care and caution. Whereas in the case of external problems which are beyond
the reach of the individual to manage. It is in this context, individuals get stuck and upset
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and if the problems are recurrent and they get dejected and demotivated. For instance,
Richard Branson the boss of Virgin Group of UK spends 33 percent of his time in existing
business, 33 percent in new ventures and 33 percent in problem solving and 1 percent in
parting as his is a party animal. It is obvious that he expects problems in his business and he
is mentally prepared to face and battle the problems.
Causes
After having known what is problem, it is relevant to find out the root causes of the
problems. When there is inconsistency in perception and thinking amongst people the
problem crops up. If the expectations and aspirations are not met there will be
dissatisfaction resulting into frustration and problems. When people fail to understand one
another the end result is the problem. Ego clashes amongst the people may give rise to
conflicts. Misunderstandings will lead to communication gap and resulting into conflicts.
All these can be ascribed to internal forces and factors responsible for problems. In order to
tackle the problem we need to apply the tool of SWOT analysis. The SWOT is the acronym
for Strengths, Weakness, Opportunities and Threats. At times the problems do surface due to
none of our mistakes. In fact, facing problems is essential for developing character and
internal growth. Problems either make a person bigger or smaller.
Effects
There is a wastage of time in tackling the problems. This time can be utilized for other
constructive and productive activities. Problems deviate and sidetrack the main activities. It
will have overall ill impact at the social level, personal level and professional level. At
times recurrent problems create self-doubt thereby losing confidence in oneself resulting
into frustrations. By constantly worrying about the problems, people make mistakes due to
lack of concentration. If this negative fallout is one side of the coin, the other side of the
coin is the ability to take up problems as challenges and fighting it out. In this context, John
Johnson aptly said, There is advantage in every disadvantage and a gift in every problem.
The inner talents and traits would surface when an individual is forced to a corner. It is like
when a piece of log subjected to severe pressure becomes charcoal. And if it is subjected to
extreme pressure results in a diamond. Great personalities are made from men like that.
Tools and Techniques to Tame
Look at the root of the problem and find out what led to the eruption of the problem
as it paves the way for right remedy.
Apply back end method i.e., glance at the problem and then go backwards step by
step in order to find out the links. When you know the right links then it is easy to
break the links to get disentangled.
If the problem looks big enough then break it into tiny pieces and then solve it step
by step. It is known as cluster problem which is cluster of many tiny problems.
Mentally map it with in your mind looking at all aspects both tangible and intangible
factors and forces.
Always try to see the big picture.
Apply SWOT analysis tool in letter and spirit and weigh pros and cons and then
decide the right solution.
Take inspiration from people who underwent through such problems and overcame
successfully.
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Consult various well wishers about the problem and then take the solution that suits
the best.
Always look at both extremities such as what are the best and the worst options and
then play safe.
Check your biological clock and work on the problem wholeheartedly with fresh
mind.
Apply tools like brainstorming, reverse brainstorming, morphological method, hill
climbing strategy, analogy, six thinking hats, synectics, mind mapping etc.
Address the problem earnestly and promptly or else it would become a conflict and
finally a crises.
If required, sleep over the problem. And also stay with the problem for more time as
Albert Einstein said, It is not that I am smart it is just that I stay with problems
longer.
Apply trial and error method. If succeeded it is good or else failure teaches many
lessons in life.
Do not flight but fight to the finish.
Tips for Effective problem Solving

Step 1 : identify and clarify the problem
Your first task is recognizing that a problem exists. Some problems are big and
unmistakable, such as failure of an air-freight delivery service to get packages to
customers on time. Other problems may be continuing annoyances, such as
regularly running out of toner for an office copy machine. The first step in reaching
a solution is pinpointing the problem area.
Step 2 : Gather Information
Learn more about the problem situation. Look for possible causes and solutions.
This step may mean checking files, calling suppliers, or brainstorming with fellow
workers. For example, the air-freight delivery service would investigate the
tracking systems of the commercial airlines carrying its packages to determine
what went wrong.
Step 3 : Evaluate the evidence
Where did the information come from? Does it represent various points of view?
What biases could be expected from each source? How accurate is the information
gathered? Is it fact or opinion? For example, it is a fact that packages are missing;
it is an opinion that they are merely lost and will turn up eventually.
Step 4 : Consider alternative perspectives
Draw conclusions from the gathered evidence and pose solutions. Then, weigh the
advantages and disadvantages of each alternative. What are the costs, benefits, and
consequences? What are the obstacles, and how can they be handled? Most
important, what solution best serves your goals and those of your organization?
Heres where your creativity is especially important.
Step 5 : Choose and implement best options
Select an alternative and put it into action. Then, follow through on your decision
by monitoring the results of implementing your plan. The freight company decided
to give its unhappy customers free delivery service to make up for the lost
packages and downtime. On the job you would want to continue observing and
adjusting the solution to ensure its effectiveness overtime.
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Conclusion and Recommendations

Face the problems squarely with courage and confidence. Learn to live with problems in
life. As long as head is there, there will be headache. And similarly as long as people are
there, there will be problems. Every problem will open up an opportunity. Many inventions
resulted from problems and necessities. This is the silver lining on the dark cloud of
problems. Never brood over the problems. Difficulties in your life do not come to destroy
you but to help you realize your hidden potential. Let the difficulties know that you are
difficult. If problem is the end then the solutions are the means. Means are many where as
the end is only one. Hence it is very easy to tackle the problem with the support of multiple
solutions.
Get involved early in the problem solving process. It is easier to solve minor
problems than major ones!
Distinguish between problems that cause discomfort and those that may cause
damage.
Potentially damaging problems need immediate intervention and response.
Be sure you have the facts correct! Try not to react to opinions. Get all sides of the
story.
Think about constructive solutions you can suggest to resolve the situation.
Thinking Skills
Thinking is the manipula on of beliefs, coming up with an idea, being crea ve and so forth.
Conceptual Thinking
It is the ability to iden fy pa erns or connec ons between situa ons that are not obviously
related and to iden fy key or underlying issues in complex situa ons. It includes using
crea ve, conceptual or induc ve reasoning.
Cause & Eect Scenario

A cause and eect argument uses if-then and because statements to show how certain
past and present problems or incidents have resulted or will result in specic
consequences.
A cause is something that makes something else happen. Out of two events, it is the
event that happens rst. To determine the cause, ask the ques on why did it
happen?
An eect is what happens as a result of the cause. Of two related events, its the
one that happens second or last. To determine the eect, ask the ques on What
happened?
Cri cal Thinking
Cri cal thinking is purposeful and purposed thinking
It is means to an ends thinking
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It is ge ng from point A to point B thinking

It is problem solving thinking
Cri cal Thinking Skills Set

Obeying the rules of logic
Building coherent arguments
Analyze arguments according to standard criteria
Assume and defend a posi on on a given topic
Use systema c processes, including the collec on and analysis of evidence, to form
and support conclusions.
Read and analyze complex texts, including the analysis of inference
Avoiding informal fallacies.
Validity and Evidence

Cri cal thinking deals with validity and evidence
Validity has to do with the FORM of arguments
Evidence has to do with the TRUTH of the individual premises.
Cri cal thinking in the strong sense means that one can challenge her own assump ons
and arguments. Cri cal thinking cons tutes iden fying of iden cal past experience or
observa ons to enhance evalua ons.
ACTIVITIES:
Case Study 1 Barry and Communica on Barriers
Answer the critical thinking questions at the end of the case study:
Barry is a 27-year old who is a foodservice manager at a casual dining restaurant. Barry is
responsible for supervising and managing all employees in the back of the house.
Employees working in the back of the house range in age from 16 years old to 55 years old.
In addition, the employees come from diverse cultural and ethnic backgrounds. For many,
English is not their primary language.Barry is ServSafe certified and tries his best to keep
up with food safety issues in the kitchen but he admits its not easy. Employees receive on
the job training about food safety basics (for example, appropriate hygiene and
handwashing, time/temperature, and cleaning and sanitizing). But with high turnover of
employees, training is often rushed and some new employees are put right into the job
without training if it is a busy day. Eventually, most employees get some kind of food safety
training.
The owners of the restaurant are supportive of Barry in his food safety efforts because they
know if a food safety outbreak were ever linked to their restaurant; it would likely put them
out of business. Still, the owners note there are additional costs for training and making sure
food is handled safely.One day Barry comes to work and is rather upset even before he steps
into the restaurant. Things havent been going well at home and he was lucky to rummage
through some of the dirty laundry and find a relatively clean outfit to wear for work. He
admits he needs ahaircut and a good hand scrubbing, especially after working on his car last
evening. When he walks into the kitchen he notices several trays of uncooked meat sitting
out in the kitchen area. It appears these have been sitting at room temperature for quite some
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time. Barry is frustrated and doesnt know what to do. He feels like he is beating his head
against a brick wall when it comes to getting employees to practice food safety.
Barry has taken many efforts to get employees to be safe in how they handle food. He has
huge signs posted all over the kitchen with these words: KEEP HOT FOOD HOT AND
COLD FOOD COLD and WASH YOUR HANDS ALWAYS AND OFTEN. All employees
are given a thermometer when they start so that they can temp food. Hand sinks, soap, and
paper towels are available for employees so that they are encouraged to wash their hands
frequently.
Ques ons:
1. What are the communication challenges and barriers Barry faces?

2. What solutions might Barry consider in addressing each of these challenges and barriers?
3. What Standard Operating Procedures (SOPs) would be helpful for Barry to implement
and
enforce?
4. What are some ways Barry might use effective communication as a motivator for
employees to follow safe food handling practices?
Notes to Supplement Answers:
1. Communication challenges abound at any workplace. Barry has some common challenges
in his
operation.
a. Language barriers: not all employees speak English as their first language making verbal
communication a challenge at times.
b. Generational (age) barriers: having employees in various age categories can pose a
unique set of challenges. While the younger generation is used to texting and using
shortened messaging, their vocabulary may not be consistent with that of older
employees. Work values and attitudes may also affect communication between
younger and older employees.
c. Cultural and ethnic barriers: Cultural differences in food safety practices may be a
challenge for Barry to overcome.
d. Non verbal challenges: Barrys body language (appearance) is telling others he does not
care about personal appearance and cleanliness.
e. Emotional barriers: Emotional barriers can interfere with effective communication.
Barry comes into work after a rough start at home. These negative emotions are
affecting how he communicates with the employees.
2. Barry might consider the following solutions to the identified challenges and barriers:
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a. Language barriers: Several potential solutions might be addressed here including

posting signs in employees primary language. Putting signage with visuals, not just
words. Barry might learn some simple words in the employees primary language to
help show interest in the employees.
b. Generational (age) barriers: Currently there are 4 generations in the workforce and
each potentially has a different preferred method of communication. While the younger
generation might prefer to receive text messages as their preferred way of
communication, older employees may not find this method of communication
acceptable. Consider your employees preferences and be willing to communicate a
message in a few different ways.
c. Cultural and ethnic barriers: Barry may need to identify cultural beliefs and work to
understand the ethnic barriers related to food safety. For instance, two employees
come from the same country and they have made comments that controlling
temperature in their country is not a priority; food can be at room temperature for long
periods of time and nothing ever happened. Communication Case
d. Non verbal challenges: Barrys appearance is a nonverbal cue to employees. Barrys
appearance is important as he is a role-model to the employees. His actions and
behaviors should be consistent with what he is expecting of them. For example, because
he is expecting the employees to follow proper hand washing procedure, he should also
use proper hand washing procedures.
e. Emotional barriers: Emotional barriers can interfere with effective communication. It
will be important for Barry to get his emotions in check prior to starting work. Having
self-awareness and potentially seeking outside assistance (ie. Employee Assistance
Programs) may be possible solutions here.
3. Standard Operating Procedures (SOPs) serve as the written documentation of best
practices
and serves as the framework for organizational policy and structure. SOPs identify the who,
what, why, when, and how of foodservice practices for employees. Part of the supervisors
role
is to assure SOPs are in place, communicated to employees, and followed. For this case, two
helpful SOPs would be:
a. New Employee Orientation SOP: Due to time constraints of busy days and high
turnover, Barry currently finds orienting new employees to be a challenge. Although it
may take time at the beginning, the pay off may be great and save time in the long run.
b. Employee Health and Personal Hygiene SOP: Although SOPs are generally intended for
employees, it is important to note that as role models, supervisors/managers should
generally adhere to operational SOPs. Barrys own lack of adherence to personal
hygiene standards indirectly tells employees that appearance and hygiene are not
important. Barrys own personal hygiene and appearance should serve as an example
to employees clean, unwrinkled clothing, clean hands, free from grease and dirt with
neatly trimmed hair are a must for Barry to be a motivator for his employees to have
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good appearance and hygiene. At present, his non verbal communication is telling
them personal hygiene and appearance is not important.
4. All supervisors, including Barry, have many ways to use effective communication in
motivating employees. A few suggestions are listed below:
a. Provide sincere and encouraging words when employees follow safe food handling
behaviors. Use a communication method appropriate for an employee, so supervisor
must know a bit about the employee. For a high schooler, maybe its a quick thank
you text message or an older employee it might be a hand written thank you note.
b. Serve as a role model through verbal and non verbal communication.
Its said that actions speak louder than words, so Barry can, through his actions,
convey a message to employees. For example: wear a clean uniform.
Case Study 2 Inconsistent Messages from Irma and Garland
Consistent Communication as a Motivator
Irma is the assistant manager for a family owned restaurant and her counterpart in the
evenings or on weekends she has off is Garland. Garland and Irma have distinct
management styles but each seems to get the job done, but in a different way. Irma tends to
be a by the book kind of gal and will strictly enforce all policies and procedures with all
employees, no exceptions. On the other hand, Garland is more laid back and doesnt mind
flying by the seat of his pants.
The restaurant has a big event coming up for the weekend. It is an 80th birthday party for
Grandma Smith and the Smith family has reserved the large party room to accommodate the
150 guests they are expecting. Irma will be working the event on Saturday but has the day
off on the Friday before and Garland will be working. On Friday, the day before the event,
Leroy Smith calls into the restaurant to make sure everything is set and talks with Cora, the
hostess for the day. Leroy reminds Cora that they will be bringing in their own birthday cake
so they will need plates and forks for serving it. He explains a good friend of the family
will be making the cake and bringing it over.
Cora remembers something Irma told her about not bringing in outside food so she relays
the
message and her concern to Garland. Garland pats Cora on the shoulder and tells her not to
worry, its only a birthday cake and we wouldnt want to ruin Grandma Smiths birthday
followed by, you know how uptight Irma can get at times. Cora is confused and doesnt
know what to do; shes worried about what might happen when Irma comes in tomorrow.
So, she persists and asks Garland if he wants her to call Leroy back and tell him he cannot
bring the cake. Given the closeness of the event and what Garland believe is a silly rule
anyway (no outside food allowed in the restaurant), Garland brushes off Coras concern
and again tells her not to worry.
The next day, Cora comes to work, although she would rather have called in sick knowing
that Irma will likely be upset with the cake situation. Cora and Irma are scrambling to get set
up for the 80thCommunication Case Study #2.docx 2birthday party when a woman arrives
with a large cake and proceeds to march through the dining room
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into the kitchen. Cora follows her and puts it into the walk-in cooler noting the delicious
looking custard frosting. Irma sees Cora and asks what shes doing. Cora indicates its the
cake for the birthday party and that the friend of the family who made it, just delivered it.
Irma blows up, What do you mean she just dropped off the cake for the party?
You know we dont let people bring in any food from the outside. Cora is mortified, and
states,
Garland told me yesterday they could bring the cake in since it was so close to the event
and we
couldnt get a cake made in time for them.
A follow-up to the story: A few days after the event, Garland gets a call from Leroy Smith.
Leroy states over half of the party goers have come down with food poisoning and he is
sure it was the food they ate. Garland tries to respond intelligently and states he will look
into it.
A week later Garland learns the cake was the culprit. Some left over cake had been served to
friends not attending the party and they became ill also. The cake contained a custard
frosting and had not been properly refrigerated prior to delivery to the restaurant.
Given the scenario above, consider the following critical thinking questions.
Questions:
1. What effects do inconsistent messages by supervisors have on employees?
2. What solutions might be considered in addressing the problem described in the case?
3. What Standard Operating Procedures would be helpful for the operation to implement and
Enforce Communication ?
Notes to Supplement Answers:
1. Inconsistent messages by supervisors can affect employee job performance, morale, and
motivation.
Employees are uncertain of the expectations when they receive mixed messages from
supervisors. In
Coras case, she did not know how to proceed or what to do. She was concerned and did not
want to
show up for work the next day.
2. Potential solutions to the problems presented in the case:
a. Provide orientation and training to supervisors and managers regarding the importance of
consistent communication to employees and between managers.
b. Help employees understand why communication might be different among
supervisors/managers, for example distinct management styles.
c. Strive for consistent communication with employees by implementing communication
tools
including brief manager/supervisor meetings, communication notebooks, and use of
technology
(ie. computers, texting, cell phones).
Page
3. Standard Operating Procedures (SOPs) serve as the written documentation of best

practices and
serves as the framework for organizational policy and structure. SOPs identify the who,
what, why,
when, and how of foodservice practices for employees. Part of the supervisors role is to
assure SOPs
are in place, communicated to employees, and followed. For this case, three helpful SOPs
would:
a. Visitors in the Kitchen: When the women arrived with the cake, she could have been
welcomed and relieved of the cake so that Cora could take it back into the kitchen.
b. Outside Food. The birthday cake came from an outside source; it was not purchased by or
prepared at the restaurant. Ingredients and storage requirements are not known. Therefore,
having an SOP Outside Food is helpful.
c. Responding to a Food borne Illness Complaint: Garland did not know how to respond
when
Leroy called about the potential food borne illness outbreak. Having a policy and procedures
on handling these complaints and informing employees and supervisors/managers are
important.
Books Recommended:
1. Eec ve Technical Communica on, M. Ashraf Rizvi, Tata Mc. Graw-Hill Publishing Company
Ltd.
2. A Course in English communica on by Madhavi Apte, Pren ce-Hall of India, 2007.

3. Communica on Skills by Leena Sen, Pren ce-Hall of India, 2005.
4. Academic Wri ng- A Prac cal guide for students by Stephen Bailey, Rontledge Falmer,
London & New York, 2004.
5. English Language Communica on : A Reader cum Lab Manual Dr A Ramakrishna Rao, Dr G

Natanam & Prof SA Sankaranarayanan, Anuradha Publica ons, Chennai
6. Body Language- Your Success Mantra by Dr. Shalini Verma, S. Chand, 2006.
7. DELTAs key to the Next Genera on TOEFL Test: Advanced Skill Prac ce, New Age
Interna onal (P) Ltd., Publishers, New Delhi.
8. Books on TOEFL/GRE/GMAT/CAT by Barrons/cup
9. IELTS series with CDs by Cambridge University Press.
10. Technical Report Wri ng Today by Daniel G. Riordan & Steven E. Pauley, Biztantra
Publishers, 2005.
Page
11. Basic Communica on Skills for Technology by Andra J. Rutherford, 2nd Edi on, Pearson
Educa on, 2007.
12. Communica on Skills for Engineers by Sunita Mishra & C. Muralikrishna, Pearson
Educa on, 2007.
13. Objec ve English by Edgar Thorpe & Showick Thorpe, 2nd edi on, Pearson Educa on, 2007.
14. Cambridge Prepara on for the TOEFL Test by Jolene Gear & Robert Gear, 4th Edi on.
15. Technical Communica on by Meenakshi Raman & Sangeeta Sharma, Oxford University Press.
Page

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Guru Nanak Institute of Technology

Department of Humani es and Sciences

ADVANCED ENGLISH COMMUNICATION SKILLS

For the Academic year 2014-15

Guru Nanak Institute of Technology

Ibrahimpatnam, R.R. District 501 506 INDIA

Guru Nanak Institute of Technology

ADVANCED ENGLISH COMMUNICATION SKILLS

For the Academic year 2014-15

Guru Nanak Institute of Technology

Ibrahimpatnam, R.R. District 501 506 INDIA

ADVANCED ENGLISH COMMUNICATION SKILLS LAB

Gather ideas and information, to organize ideas relevantly and coherently.

Participate in group discussions.

Write project/research reports/technical reports.

Transfer information from non-verbal to verbal texts and vice versa.

2. Advanced English Communication Skills LAB:

Corresponding Theory Subjects Outcomes:

Students will be able to express and communicate fluently and appropriately in

3. Introduction about Advanced English Communication Skills LAB

4. A STANDARD OPERATING PROCEDURE SOP

3) Activity performed by the student

b) Writing of module by the students

Writing of the experiment in the Observation Book:

c) Writing of module by the students

f) Mistakes observed (if any) while student performing activity

4. B GUIDE LINES TO STUDENTS IN LAB

Disciplinary to be maintained by the students in the Lab:

completed experiments while entering the lab.

to talk or make noise in the lab.

notes and same to be updated in the record.

Steps to perform experiments in the lab by the student

Instructions to maintain the record

corrected with concerned lab in-charge for continuous evaluation.

Awarding the marks for day to day evaluation:

Result and Viva-Voce

Module setup written and performed 5 Marks

Allocation of Marks for Lab Internal

Total marks for lab internal is 25 Marks as per JNTUH.

Average of day to day evaluation marks : 15 Marks

Allocation of Marks for Lab External

Total marks for lab external is 50 Marks as per JNTUH.

Activity performed by the student: 15 Marks

List of Experiments as per the University

1. Func onal English - star ng a conversa on responding appropriately and

2. Vocabulary Building synonyms and antonyms, word roots, one-word

3. Group Discussion dynamics of group discussion, interven on,

summarizing, modula on of voice, body language, relevance, uency and

4. Interview Skills concept and process, pre-interview planning, opening

strategies, answering strategies, interview through tele-conferencing and

6. Reading Comprehension reading for facts, guessing meanings from

7. Technical Report Wri ng Types of formats and styles, subject ma er

6.Contents of Lab Manual (Teachers)

NAME OF THE EXPERIMENT

Technical Report Writing

List of Additional experiments, design experiment

Communication Media Etiquette

Problem solving skills ( Activity based)

Thinking skills (Case studies activity based)

What is Functional English?

and responsible role in their communities, everyday life, the workplace

communicate in ways that make them effective and involved as citizens, to

One of the chief reasons why people want to learn a foreign

language is this: They want to be able to do things in that language. That