UNIT II (CONT...)
FACE-TO-FACE CONVERSATION
Meaning of face-to-face conversation:
Conversation means the informal discussion among the people.
When one person discusses his views, opinion to another person and exchanges
their views in the presence of both then it is called face to face
conversation. It also includes the face-to-face discussion on a particular issue. In this method both the information
receiver and sender can exchange their views freely and fairly.
So, face-to-face conversation is an informal
discussion through spoken language and words on a particular issue among the
people to exchange their views freely and fairly weighs each other.
What is
Face to Face Communication
So,
“when a small group of people or only two persons involve them in informal
talking when they come to face to face, it is called face to face
Communication.”
In other word, “when two or more persons talk to each
other and see each other physically, it can be termed as face to face
Communication. It is one kind of two-way oral communication as both the parties
are involved here in conversation.” Business Communication
Hence,
all the informal talks that place when people come to face to face are
considered as face to face conversations. However, telephone conversation
cannot be termed as face to face conversation, though it is an oral
communication.
Characteristics of Face to
Face Communication
Face to face communication
is an informal oral communication technique. It has some unique characteristics
that are not found in other communication methods. The important
characteristics of face- to- face conversation are discussed below-
§ Straight Communication:
The important feature of Face to face communication is that it is very much
direct or straight. The parties involved in Face to face communication exchange
message directly without using any media. No other communication technique is
as direct as it is.
§ Informal:
Face to face communication is very informal. Under this method the sender and
the receiver exchange message freely and openly. No formalities are maintained
here.
§ Mutual Relation:
Face to face communication depends on the mutual relationship between the
sender and receiver of the message. Nobody can interfere in such type of
communication.
§ No Cost Communication:
Face to face communication is a no cost communication in nature as it does not
require any instrumental arrangements.
§ Widely Used:
In most of the cases, communication takes place in the form of face to face
conversation. Because of its inherent nature, it is widely used in every sphere
of life.
§ Word of Mouth Effect:
Another important characteristic of Face to face communication is that it produces huge word of mouth
effect. It helps to spread the negative and positive news about anything of the
message.
§ No Legal Base:
Face to face communication or communication does not have any legal
acceptability as it is not written. Face to face communication is almost like
invisible communication.
§ Spread of Rumor:
Face to face communication often helps to spread rumor that may create negative
image of the organization.
§ Effect of Facial Expression:
Another important characteristic of Face to face communication or communication
is that here the facial expression of the sender and the receiver has immense
effect of the entire communication or conversation process.
§ Instant Feedback:
An important nature of face to face communication is that it produces instant
and quick feedback.
From
the above discussion we find that Face to face communication is an important
mode of communication.
Advantages of face-to-face conversation:
In
modern society, with the rapid development of technology, people have more
choices ways to communicate each other such as face-to-face, letters, emails or
telephones. However, I believe that face-to-face communication is much better
than other types of communication, such as a letter,
email or telephone calls. The advantages of face-to-face communication are described
as below:
1. Responses immediately: When people
communicate each other in person, they can get a response immediately without
misunderstanding. During the conversation, people can not only hear a response
from others, also see how they are feeling; people can guest what will take
place next, how the conversation is about, which is very important to have a
successful talk.
2. Express of feelings: Using face-to-face
communication helps people express their feelings, ideas much better. Instead
of using words only when people choose letters, emails or phone for communication, people can use eye
contact, verbal language in order to show their opinions. Scientists show that
more than seventy percent people use body or verbal language in communicating;
thus, it’s very important for people use actions to express views.
3. Suitable for respect: Face-to-face
communication enjoys yet another distracts advantage, the message being
communicated also gets the assistance of facial expressions and gestures
.
4. Suitable for discussion: Face-to-face
communication is particularly suitable for discussion, for there is immediate
feedback from the listener. Face-to-face communication provides the speaker
with a much better opportunity for adjustment. A twist of the lips, a frown on
the forehead, a contraction of the facial muscles point out that the message is
not welcomed, then changes of tone or sympathetically looking is to be needed.
These adjustments are possible only in face-to-face communication.
5. Conversation to learn: We learn a great deal
via conversation, including conversations with ourselves. We learn highly
valuable life lessons.
6. Conversation to
coordinate: Coordinating our action in ways that are mutually beneficial.
Anytime we negotiate one favor for another, we use conversation to reach an
agreement to transact.
7. Collaborate: Coordination of action
assumes relatively clear goals, but many times social interaction involves the
negotiation of goals. Conversation is a requisite for agreeing on goals, as
well as for agreeing upon and coordinating our actions.
Disadvantages of face-to-face conversation:
The limitations of face-to-face
communication are given below:
1. Difficult to practice in
large-sized organization: Face-to-face communication is extremely difficult to practice
in large-sized organizations, particularly if their various units or
departments are situated at different places.
2. Not effective in large
gatherings: It is very difficult to get a message across to large
gatherings. Even though the speaker is addressing them face-to-face, the vital
personal touch is missing. In the absence of a satisfactory feedback, his
speech lapse into a monologue.
3. Ineffective if the
listener is not attentive: A limitation which the face-to-face communication shares with
oral communication is that its effectiveness is closely linked with the
listener’s attentiveness. Since human beings can listen to grasp the message
faster than the speed at which they are delivered, they will easily get
delivered thus making communication ineffective.
MEETINGS AND GREETINGS
GREETINGS
·
something
that is said or done to show people that you are happy to meet or see them
·
a message that expresses good wishes to someone
·
a salutation at meeting
·
an expression of good wishes
General
greetings (Formal)
These
greetings can be used in any formal situation, such as a business meeting or
meeting someone’s parents, and they can also be used in informal situations as
well.
§
Hello
§
How are you? or How’re you?
§
How are you doing? or How ya doin’?
This is different than “What are you
doing.” “How are you doing?” means “How are you?” whereas “What are you doing?”
is asking what action you are currently doing.
§
How is everything?
§
How’s everything going?
Greeting
a person you haven’t seen for a long time (Formal)
§
It has been a long time.
§
It’s been too long.
§
What have you been up to all these
years?
§
It’s always a pleasure to see you.
§
How long has it been?
§
What’s new?
Greeting
a person you haven’t seen for a long time (Informal)
§
Long time no see.
This is the most common.
§
Where have you been hiding?
This is a playful way of greeting
someone.
§
It’s been ages (since I’ve seen
you).
§
How’ve you been?
Saying Goodbye!
·
Goodbye!
·
Farewell!
·
Have
a good day!
·
Take
care!
·
Bye!
·
Bye
bye!
·
See
you soon!
·
Later!
·
See
you later!
·
Talk
to you later!
·
Catch
you later!
·
Ciao!
·
See
you tonight!
·
It
was great to catch up!
·
It’s
been lovely to see you.
·
See
you!
CHARACTERISTICS
OF A GREETING.
a. First 10 seconds – Studies have shown
that the first 10 seconds once customers enter the store can be a deciding
factor if they will continue shopping at your store or step out in the next 10
seconds. Customers want to be acknowledged and greeted within the first 10
seconds. When customers are ignored, there’s a high probability that they will
take their business to a competitor where they will be attended to immediately.
b. Eye Contact – Employees who greet
customers while doing something might as well not do it. This is a very
disrespectful behavior. Unless you’re assisting another customer, drop what you
are doing, look the customer in the eye, and greet the customer.
c. Smile – A smile with a greeting may
work in some extent, but a greeting without a smile only sends a message to
your customers that it’s just a requirement. But a greeting with a smile is a
prefect pair. However, you have to be careful because, believe it or not,
customers can see through fake greetings and smiles. It’s no brainer that
greetings and smiles are fueled by our emotions. The same emotions are felt by
the recipient.
d. Use their name – People love to
hear their names mentioned in businesses establishments. This doesn’t just make
them feel special, but it also gives them a sense of “belonging”. Make an
effort to note down customer names and their usual purchases. By doing so, your
customers will feel that you care enough and value them to know something about
them. Greeting customers by name develops a more personal store-customer
relationship. If you do not know the name of the customer yet or forgot it, you
can get away from it for now, but make the customer feel that you recognize
him/her by saying something like, “Hi, it’s nice to see you again.” or “Hi,
welcome back.”
e. Personalize – Don’t use the same
canned greeting for each customer. Be observant. Use any visual, verbal, or
olfactory cues from the customer to personalize your greeting. A customer who
steps in your store who looks tired, panting, and sweaty will not appreciate a
simple, “Good day, how can I help you?” It’s quite obvious that this customer
is not having a good day and is feeling uncomfortable. A better greeting would
be, “It’s indeed hot outside. Would you want to take a seat for a moment and a
glass of water?” This skill is may be difficult to attain, but with enough
experience and proper training, it can become 2nd nature.
f. Introduce yourself – Though not a
necessity especially if employees wear name tags, it never hurts for employees
to introduce themselves especially for new customers. This further makes the
conversation more personal.
g. Give space – Never go past the
personal space of the customer. This will make them Uncomfortable. Stop when
you’re at least three feet away from the customer.
h. Be genuine and Sincere – Being
genuine and sincere when you greet customers can either positively enhance the
customer’s experience or turn them off. Being genuine and sincere is what makes
a greeting warm and heartfelt. Just like fake smiles and greetings, customers
can also feel if you are genuine and sincere with your greeting. This is a
decision. This is either a Yes or No. It is either you’re genuine and sincere
or not. There’s no in between.
When customers perceive your store
have a friendly environment that makes them feel special, important, valued,
and gives them a sense of belonging, expect these customers always wanting to
come back to your store.
3. Successful Meeting and Greeting -
Ten Strategies for Getting Off to a Good Start
A day in the life of every businessperson
is made up of a series of meetings and greetings. Whether you are making the
initial contact with a client or a colleague, you want to get off on the right
foot. Doing so will make the first encounter and subsequent ones go smoothly
and easily. Getting off on the wrong foot can make for a " difficult
recovery. Save your -energy for later and use these simple strategies for a
successful start
1.
Stand up when you meet someone.
This allows you to engage the person on an
equal level -eye to eye. By remaining seated, you send a message that you don't
think the other person is import warrant the effort it takes to stand. If you
find yourself in a position where stand up (such as being trapped behind a
potted plant) offer an apology and an explanation. You might say something
like, "Please excuse me for not getting up. I can't seem to get around the
foliage."
2.
Smile.
Your facial expression says more than your
words. Look as if you are pleased to meet the other person regardless of what
is on your mind. Put a-smile on. your face for the person standing before you.
3.
Make eye contact.
Looking at the people you meet says you are
focused and interested in them. If you are, staring off somewhere else, you may
appear to be looking for someone more to your liking to come along.
4.
Introduce yourself immediately.
As soon as you approach people you don't
know or are approached by them, say who you are. Don't stand around as if
someone else is in charge of introductions.
5. Include a statement about who you are when necessary.
It is not always
enough to say, "Hello, I'm Mary Jones." Give more information.
"Hello, I'm Mary Jones. I work for XYZ Corporation."
6.
Offer a firm
handshake.
Extend your hand as you give your greeting.
The person who puts a hand out first comes across as confident and at ease.
Make sure that-this physical part of your greeting is professional: Don't offer
bone-crushing grips or wimpy limp-wristed shakes. If you are confuted about men
and women shaking hands, don't. be. There once was. a time when women didn't shake hands with men. We
are past that. Everyone in business shakes hands with everyone else.
7. Learn how to make smooth introductions.
In business you always introduce less
important people to more important people. The way to do this is to say the
name of the more important person first, followed by the words "I'd like
to introduce..." and then give the other person's name. Be sure to add
something about each person so they will know why they are being introduced and
will have some information with which to start a conversation.
8. Know who the more important person is.
The client or the business prospect is more
important than your boss. Just hope your boss agrees.
9. Pay attention to
names when you meet people.
It
is all too common to be thinking about. what you are going to say next and not
focus on the other person: If you concentrate-and repeat the name as soon as
you hear it, you stand a better chance of remembering it later.
10. Use first names of
people whom you have just met only after they give you permission.
Not
everyone wants to be addressed informally on the initial encounter. It is
better to errside of formality than to offend the other person right off the
bat.
Your goal within the first few minutes of meeting other
people is to make them feel comfortable and to put them ease so they will want
to do business with you. When you are confident of the rules for those critical
initial encounters, you will have a solid start for
long-term
profitable relationships.
INTRODUCTION
Make
eye contact. Eye contact shows that you're engaged
in the interaction. Eye contact is one way to connect with another human and
show that the other person has your attention. When you make eye contact, it
shows that you are open and engaged.[1]
- If
you're not comfortable looking straight into someone's eyes, stare at the
point between the eyebrows; she won't notice the difference.
- If
you’re in a group setting, make periodic eye contact with those around
you.
Smile. It is important to keep a genuine,
bright smile when you meet a new person. Be genuinely happy to meet someone new
and to share a positive experience and it will help create a genuine smile.
Including the upper part of your face in your smile creates a more genuine and
less fabricated smile.
Use appropriate body language. Your body language should communicate that you
are confident and at ease. Stand with your head high and your back straight,
being careful not to slouch. Mirror the body language of people around you.
Also mirror the pace of speech and tone of speech of those near you to built
rapport.
Method2
Introducing Yourself to an Individual
Exchange
names. If
the introduction is formal, say "Hello, I'm [first name][last name]."
If it's informal, say "Hi, I'm [first name]. Immediately after you've
stated your name, ask for the other person's name by saying "What’s your
name?" in a pleasant tone. When you learn the other person's name, repeat
it by saying "It's a pleasure to meet you, Pedro" or "Nice to
meet you, Caroline."
- Repeating
the person’s name will help you remember it, and give the introduction a
more personal touch.
1.
Offer a handshake or other culturally
appropriate greeting. Most
cultures have a form of physical contact to accompany a greeting. In the United
States, it is often a handshake. Be sure to keep the handshake brief and not to
loose (floppy) or firm (bone-breaking).
o
Be
aware of cultural differences. For instance, it is considered rude to firmly
shake hands in China.
o
It
is often appropriate to greet with a hug, especially if you’re meeting a friend
of a friend or an in-law. Hugs show more openness than a handshake. Women more
often than men may prefer a hug to a handshake.
o
In
many cultures, it is culturally appropriate to greet with a kiss. In South
America, for instance, all women are greeted with one kiss, and in France, women
are greeted with one kiss on each cheek. If you are unsure of the appropriate
greeting, follow the other person’s lead or watch how other people greet around
you.
1.
Ask
questions. It’s
important to show interest in the other person. Ask where she is from, what she
does for a living, or ask about any common bonds you may have. Ask about what
she loves to do and the passions she has in life. Show that you are engaged and
interested in what she has to say.
- You may
tell a little bit of your background in order to engage conversation and
share about yourself. Telling someone where you work or that you love
rock climbing is appropriate and may lead to more conversation topics.
- Don’t
take the opportunity to talk only about yourself. You will come across
as selfish or uninteresting .
1.
Close
the conversation. After you've met someone for the first
time, you should end the conversation by restating that you enjoyed meeting. If
the interaction was formal, say something like "Mrs. Castro, I'm delighted
to have met you. I hope we can talk again soon." If your conversation was
informal, you can say "It was great meeting you, Harold. Hope to see you
around."
Method3
Introducing Yourself Before Giving a Speech
1.
Say,
"Good morning, I’m Chelle Arnold" or "How is everyone doing
today? My name is Lisa Carroll".
Share some relevant information about yourself. After you provide your name, share why you and the speech are
relevant, making sure you provide your credibility. The sort of information you
share will depend on the audience and the subject you'll be talking about. If
you're giving a speech about the importance of eating organic foods, tell
people that you're a scientist, chef, or environmental professional. If you’re
giving a speech about child development, be sure to include that you are a
child psychologist.
- Provide any other relevant information. For instance, you can provide a brief background of your credible experience. “My name is Erica Lafaurie and I am a professor of environmental science at Berkeley. After I conducted my research in the Amazon rainforest, I realized how important it is to share ways to protect this land.”
Communicate effectively. From the very start, make sure your voice is loud enough for
everyone to hear you. Avoid mumbling by enunciating your consonants crisply.
You can even ask the audience if you are speaking loudly enough for all to
hear. People will not be able to understand you or respect what you are sharing
if they cannot hear you.
Method4
Introducing Yourself at a Professional Event
1. Say your full name. Make sure you provide your full name so that the person can
remember your name. You can say, "Hi, my name is Mark Salazar," or
"Hello, I'm Angela Grace," and they'll be more likely to remember
you.
1. Give a one-sentence
description of what you do. If you're at a
networking event, then it's likely that you'll be talking about what you do to
a variety of people. So, what do you say when a new connection asks, "What
is it that you do?" Do you launch into a ten-minute story about your
career path? Do you reel off a list of your accomplishments in your field?
Absolutely not. Unless you're having a more lengthy conversation, you should be
prepared to give a one-sentence description of what you do that gives the
following information:[5]
·
Who are you, professionally? Are you a teacher, a project
manager, or a health care professional?
·
Who do you work with? Do you work with children, cross-cultural
project teams, or micro-finance organizations?
·
What do you do? Do you help second-grade children develop their
writing skills, do you help cross-cultural teams meet complete their goals
while keeping their budgets, or do you help microfinance organizations expand
their market base in developing countries?
·
Now, put your sentence together. State who you are, who you work
with, and what you do.
Respect people’s space. If you have items, don’t place them on recruiter’s or presenter’s
tables. Respect their space and don’t overwhelm them. You can also disrupt
their materials, such as knocking over a poster or messing up pamphlets. Wait
to be asked to exchange business cards, resumes, etc.
Follow up with a question. If the person has asked you what you do first, don't just walk
away and praise yourself for a job well done. Instead, ask the person what he
or she does in return. This is not only polite, but shows that you have a real
interest in this person's career path and want to build a meaningful
connection.
Say goodbye like a professional. Don't just wave and say, "Nice meeting you" and walk
away from the person. Anyone you meet at a networking event can
have the potential to help you in the future, so make sure that you make eye contact,
repeat the person's name, and exchange business cards or any other pieces of
relevant information before you walk away.
some polite expressions-
remarks/apologies/agreements/disagreements
Agreement, partial agreement and
disagreement
The way people agree or
disagree in an argument or discussion varies in different languages.
Agreement:
It is worthwhile saying
that silence is not understood as agreement. If you agree with an opinion or an
idea, you are expected to say so.
Expressions
There is no doubt about it
that...
I completely / absolutely agree with you.
I agree with you entirely.
I totally agree with you.
I simply must agree with that.
I am of the same opinion.
I am of the same opinion.
That’s exactly what I think.
I completely / absolutely agree with you.
I agree with you entirely.
I totally agree with you.
I simply must agree with that.
I am of the same opinion.
I am of the same opinion.
That’s exactly what I think.
Disagreement:
Expressing disagreement is
always respected as honest, and sometimes as courageous.
Expressions
I don't agree with you.
I’m sorry, but I disagree.
I'm afraid, I can't agree with you.
The problem is that...
I (very much) doubt whether...
This is in complete contradiction to...
With all due respect,…
I am of a different opinion because ...
I cannot share this / that / the view.
I cannot agree with this idea.
What I object to is...
I have my own thoughts about that.
I’m sorry, but I disagree.
I'm afraid, I can't agree with you.
The problem is that...
I (very much) doubt whether...
This is in complete contradiction to...
With all due respect,…
I am of a different opinion because ...
I cannot share this / that / the view.
I cannot agree with this idea.
What I object to is...
I have my own thoughts about that.
Partial agreement:
Expressions
It is only partly true
that...
That’s true, but…
I can agree with that only with reservations.
That seems obvious, but...
That is not necessarily so.
It is not as simple as it seems.
I agree with you in principle, but…
I agree with you in part, but…
Well, you could be right.
That’s true, but…
I can agree with that only with reservations.
That seems obvious, but...
That is not necessarily so.
It is not as simple as it seems.
I agree with you in principle, but…
I agree with you in part, but…
Well, you could be right.
POLITE AND DIPLOMATIC IN YOUR
SPEAKING.
If you're too direct when you
speak you can come across as aggressive and this might put people off. This is
true in business meetings and negotiations, but also in many other day to day
situations. Here are 5 ways you can make your English more polite,
indirect and diplomatic. Follow these tips and you should make the right
impression when you talk to people.
1.
Listen and be understanding
If you
show other people that you are listening to them, and that you understand them,
they will be more willing to listen to you and accept your opinion. Don't just
say "I disagree", show them that you are listening and
that you understand them before you explain your opinion.
You can do this by using
statements like:
Yes,
but...
I see
what you mean, but...
I
agree up to a point, but
For example:
I think we should wait until a better opportunity comes along.
For example:
I think we should wait until a better opportunity comes along.
Yes,
but we might not get another opportunity like this for a while.
I
think we should ask for a 20% discount because it will show them that we are
serious.
I see
what you mean, but I think 20% might be a bit too much. It might put them off.
2. Avoid negative words - instead use positive words in a negative form
People react to positive
sounding words, even if they are used with a negative auxiliary.
Don't
say: I think that's a bad idea.
Say: I
don't think that's such a good idea.
Let's go for a good cop, bad cop approach in this negotiation!
I
don't think that's such a good idea. They might see through it.
3. Say the magic word: Sorry
This word can be used in many
ways: to interrupt, to apologise, to show you don't understand, to disagree. It
diffuses tension and it allows you to start a statement more comfortably.
Sorry,
but can I just say something here
Sorry,
but I don't really agree
Sorry,
but I think that's out of the question
4. Use little words to soften your statements
Break down negative sentences
with some softeners.
Don't
say: I don't like it
Say: I
don't really like it I'm afraid
Don't
say: Can I say something?
Say: Can
I just say something here?
Don't
say: I didn't catch that
Say: Sorry,
I didn't quite catch that
5. Avoid 'finger pointing' statements with the word 'you'
This is aggressive and too
direct. Try to avoid saying 'you' and put the focus on 'I' or 'we'.
Don't
say: You don't understand me.
Say: Perhaps
I'm not making myself clear.
Don't
say:You didn't explain this point.
Say: I
didn't understand this point.
Don't
say: You need to give us a better price.
Say: We're
looking for a better price.
So, those are my 5 pieces of
advice for being polite and diplomatic. Try to use them when you speaking and
you will become a more effective communicator in English.
Apology words and
phrases for letters
Apologizing
To apologize is to tell
someone that you are sorry for having done something that has caused him
inconvenience or unhappiness:
Examples:
I must apologize to
Isabel for my late arrival.
I'd like to
apologize for my trouble making.
Trains may be subject to
delay on the northern line. We apologize for any inconvenience caused.
Here are some expressions
you can use to make and respond to apologies
Making apologies:
- I
do apologize for...
- I
must apologize for...
- I
apologize for...
- I'd
like to apologize for...
- I
am so sorry for...
- I
shouldn't have...
- It's
all my fault.
- I'm
ashamed of...
- Please,
forgive me for...
- Excuse
me for ...
- I'm
terribly sorry for...
- Pardon
me for this...
- Please,
forgive me for my....
- Please,
accept my apologies for...
Accepting apologies:
- That's
all right.
- Never
mind.
- Don't
apologize.
- It
doesn't matter.
- Don't
worry about it.
- Don't
mention it.
- That's
OK.
- I
quite understand.
- You
couldn't help it.
- Forget
about it.
- Don't
worry about it.
- No
harm done.
Remember:
"I'd like to
apologize" is the short form of "I would like to apologize"
How to break
the bad news
The first
step is normally to show that something bad has happened. The two key words and
phrases help you explain something bad has happened for which you need to
apologise are
Unfortunately,
I’m
afraid that
Another nice
phrase for more informal letters is
I’ve
got some bad news to break/tell you
A simple
apology
If it is a
small problem you may just need to say sorry. You should see though that you
need to think about whether you want to use but/that/for
I’m sorry but – “I’m sorry but I won’t be able to come to the party”
I’m sorry that – “I’m sorry that I broke you mug“
I’m sorry for – “I’m sorry for not having
replied sooner“
A stronger
apology
These are
phrases that work when there is a bigger mistake
I do apologise for – “I do apologise for failing to meet you at the station”
I must apologise for – “I really must apologise for
I sincerely apologise for – “I sincerely apologise for the trouble this
has caused you”
Being
more informal
If you are
writing to a friend you may choose to use a more informal phrase:
I’m ever so sorry – “I’m ever so sorry that we won’t see each
other next week
I’m really sorry – “I’m really sorry that I’ve lost that book you lent me”
Being more
formal
Again, if
you’re writing to someone you don’t know that well you want a more formal
phrase. Typically, we use either the verb apologise or the noun apology.
I would like to apologise – “I would like to apologise for
missing my appointment with you“
Please accept my apologies for
– “Please accept my apologies for the disturbance caused”
Thinking
about the consequences
Something else you may
need to do is to apologise for any difficulty. These phrases should help:
I’m sorry if this puts you out – an idiom appropriate for informal letters
I do apologise for any
inconvenience caused – a more formal variation
I hope that this does not cause
you any problems – a more neutral variation
Guidelines for writing-apologies:
Þ Write as
soon as possible after the incident. Apologize, but do not go overboard by
saying, "I am very, very, very sorry." Keep it simple and to the poi,
it. Summarize what you are apologizing for, and apologize only for the
particular situation or problem: Be brief. Apologize cheerfully and sincerely.
Do not express feelings of guilt.
Þ Explain what
you will do to correct the mistake or situation. Assure the person that this
will not happen again. '
Þ Do not put
blame on another person and do not blame problems on computer errors or
carelessness.
Þ Thank the person for bringing the problem to
your attention if you were unaware of the situation.
Þ Reread the-letter to check your grammar,
spelling and tone.
A gift can be many things: a physical item, a good
job someone has done for you at work or at home, and an invitation to a party or
meal. In business it's the perfect time--before the end-of-the-year rush--to
send clients, customers, vendors, and suppliers your note of appreciation for
their business and service.
A personal, handwritten thank-you note, is the
finest form of expressing gratitude. It takes the effort and time and is the
most tangible evidence of our genuine appreciation of the person to whom it is
addressed.
Thanks giving, . A Perfect time for Thank - you notes
Here is a simple guide for thank-you notes for
both business and personal use:
1.
Ideally, send thank-you notes within 24 to 48
hours of receiving the gift. The sooner you send it, the greater the impact it
will have. However, it is never too late to send a note. Use this month of
"thanks" to catch up on your "thank-yous, U no matter how much
time has gone by.
2.
To save time and stress, keep a supply of note
cards and stationery, plus postage stamps to have ready at all times.
3.
Write all your notes by hand. Take your time,
regardless of how impaired you think your handwriting looks.
4.
Pay attention to how the card faces when opened. I
can't tell you how many times I receive cards written on the wrong side or in
the wrong direction.
Þ
For vertical, left-creased cards: Begin writing on
the inner, right side of the folded card.
Þ
For horizontal, top-creased cards: Begin writing
on the inner, lower side of the folded card.
Þ
Some cards are difficult to tell which way it is
intended to face. Be sure to look at the back side of the card for guidance in
this area.
5.
Begin the,-note-based on-your -relationship with-the
receiver.
Þ
For personal correspondence where you are
accustomed to calling the person by their first name: Dear John and Mary,
(first name followed by a"comma.") is correct.
Þ For business
notes, stick to formal salutations until you are invited to address the person
by the first name: Dear Ms Smith: (an honorific and last name, followed by a
"colon.") is proper.
Þ For informal
business notes, addressed to someone with whom you want to address by their
first name: Dear John: (first name and a colon) is also appropriate.
6. Be specific in your thanks. When thanking
someone for inviting you to a meal or event, mention how happy you were to
share in the experience, mention a person you enjoyed meeting, or a food item
you particularly liked. When thanking someone for performing a favor for you,
explain how important their gift of time for you. For physical gifts, name the
item, along with something nice and complimentary about it. .
Þ Rather than
say: "Dear Aunt Sarah, Thank you for the lovely gift. I really like
it. Love, Syndi."
Þ Do say:
"Dear Aunt Sarah, Thank you very much for the beautiful black sweater for
my birthday. It's Just the perfect item to wear at an evening occasion, where I
want to stay warm, yet still look dressy. Your loving niece,: Syndi Seid".
7. Sign
your first-and last name clearly at the end of your note. An exception may be
to an immediate family member who knows who you are by your handwriting.
8. Addressthe envelope using the person's full name
and appropriate honorific. Include your name and return address. Use a regular
postage stamp rather than metered postage to send your note.
6. Etiquette and manners.
Good manners and proper etiquette are at the very
core of how we communicate with on
another. We need to develop and reinforce those
essential courtesies that make our relationships strong, valuable and
long-lasting. the following etiquette tips, which are easy to incorporate into
everyday life
1. Turn the
cell phone off completely -- during a luncheon meeting, social function, or on
public transportation.
2. Hold the
door -- whether male or female; hold open a door you .have just passed through
for the person behind you.
3. Bring a
gift for the. hostess -- preferably one that doesn't require her to drop every
thing she is doing.
4. Keep to the right -- on the sidewalk, in
stairwells.
5. Say please and thank- you -- to- waiters;
flight attendants, store clerks, cab drivers -- the little things go a long
way.
6. Circulate at a party or social gathering --
whether hostess. or guest, the people, nott the food or drink, should be your
main focus.
7. Keep food or drink, briefcases or files in your
left hand -- keep your right hand free for handshakes.
8. Stamp and address thank you notes in advance --
when you know they will be needed,' then fill them out and drop them in the
mail after attending an event or receiving a gift or favor and you'll be done.
9. Make eye contact and offer a warm smile -- in
every situation, this sets people at ease.
10. Be perceptive -- survey a situation and always
use your best judgment.
"Now, more than ever, people need to live
graciously," says Dinyon. "Having good manners is always in
style:."
Ettiquette
Etiquette - proper behavior in various situations
- has concerned humans through the ages. A search on- Goggle turns up
references to early telephone manners, proper Medieval-era knightly behavior,
and how shells and, sharp stones became today's knives and forks and, of
course, which hand to hold them in Just as civilization accommodated the new
technologies of the automobile and telephone with widespread common usages such
as stopping for red lights and answering telephones with "Hello," new
online technologies have created the need for corresponding innovations in
manners. Called Netiquette (Net + etiquette), these new manners are really just
the application of old manners in a new setting. Since going online may seem
like traveling to a foreign country, pointing out a few guidelines may be
useful.
Suggestions
are:
Þ DON'T USE
ALL CAPITAL LETTERS (it's hard to read and is considered shouting);
Þ Be brief;
Þ Use
meaningful subject lines;
Þ Quote just
enough from what you're answering to provide useful context; Don't forward to
everyone you know jokes, rumors, hoaxes, chain letters, charity appeals, and
such, even if the arriving note tells you to do so;
Þ Don't. send
"Me too" notes to discussion lists;
Þ Don't send
attachments without getting the recipient's permission;
Þ Send plain
text e-mail unless all your addressees prefer HTML format; and,
Þ Accept and
cheerfully answer questions asked by people newly online - remember that
we all
started with the basics.
Sample letters:
Sample letter A
Dear Prime Minister,
I write to appeal to you, on
humanitarian grounds, to release……….
Yours truly,
Sample letter B
Your Excellency,
I write to appeal to you, on humanitarian grounds,
to spare the life of……. presently under
sentence of death.
Yours sincerely,
Back to Top^^
Sample letter C
Dear Sir or Madam,
I am writing
to you, in the spirit of friendship that has always existed between your
country and
mine, about
the plight of………who I understand has been detained for nearly three years under
the '1 Internal Security Act without any reason being given. If this
information is correct, this would appear to violate Article 9 of the Universal
Declaration of Human Rights, which says "No one shall be subject to
arbitrary arrest, detention or exile". I therefore appeal to you to look
into this case urgently, with a view to releasing
Yours respectfully,
Sample letter D
Dear Minister,
I write this
letter as a Board Member of the Moravian Friendship Association to appeal to
you to ensure that Professor………, a prisoner held in……..State Prison, is given
the medical treatment she requires and an adequate diet. In view of the
seriousness of this case, I would ask you to make inquiries to satisfy yourself
personally that the conditions under which she is kept in prison are in keeping
with the basic standards expected today by all members of the international
community. I would like to add that our Association, whose function it is to
promote friendship and goodwill between the peoples of our two countries, has
every confidence that the human rights enshrined in your Constitution are fully
observed in your country.
Yours sincerely,
Sample letter E
Your Excellency,
I am a clerk
in government service in Sri Lanka, and I also work in a voluntary Buddhist
social service organization. I am deeply concerned at the news that………has been
sentenced to 10 years' imprisonment in your country for publishing an article
critical of the government. If this is true, it w,:-.Pears to be a harsh and unjust
punishment. I appeal to you on humanitarian grounds, and in furtherance of the
principle of freedom of expression enshrined in the Universal Declaration of
Human Rights, to review this case with a view to releasing
Yours sincerely,
Back to Top
^^
Sample letter F
Your Excellency,
In my
capacity as President of the Women's Institute of Toronto, I am writing to you
on the subject of the recent arrest of who
is, I understand, in detention under the regulations for the Suppression of
Rebellion.
In view of
the information available to me concerning this case, is deprived of her freedom in violation of the Universal
Declaration of Human Rights. May I take the liberty of drawing to your
attention the specific violations of the Declaration apparently involved in her
case. Her arrest under the regulations for the Suppression of Rebellion
constitutes a violation of Article 9 of the Declaration. She has been held
since her arrest without charge (at least as far as is publicly known) and
without trial, which constitutes a violation of Articles 9 and 10 of the
Declaration.
The only
reason which has been given for the arrest of…… is
her role in the legal and legitimate opposition in the public life of your
country, not only as a parliamentarian, but as a political worker conducting
actions guaranteed the full protection of your Constitution. It therefore
appears that the rights proclaimed in Articles 18 and 19 of the Declaration
have also been violated.
Motivated
solely by respect for human rights, I appeal to you to intervene personally in
this case to secure the immediate release of……..from detention or to grant her
the right to an early, fair and open trial.
Please
accept, Your Excellency, the assurance of my highest consideration,
Yours
sincerely,
Back to Top
^^
Sample
letter G
Your Honour,
I am an engineer, and I worked on an irrigation
project at where the dam was constructed
with the expert assistance of technicians from
your country. This was truly a memorable experience. The dedication of your
engineers, both to the irrigation project and to the development of your country, was really inspiring. Many
misconceptions about your country were dispelled, and we became good friends
too. It was therefore with special concern that I came to hear of the case
of………
I understand that he was
arrested in November for publishing a book critical of some aspects of the
government, and has been held since then without charge or trial in
contravention of the Universal Declaration of Human Rights. This matter has
been the subject of discussion among my colleagues. If the facts are incorrect,
please let me know and I will see that the true version is explained. If,
however, they are true, I appeal to you to look into this case with a view to
releasing
Yours sincerely,
Back to Top
^^
Sample letter H
Your Excellency,
Some time ago I wrote to you about the case of
prisoner of conscience………………..
I was delighted to learn that has been released and is now happily reunited
with her four young children. I do
appreciate very much this act of compassion and humanity on your part.
Yours sincerely,
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