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Activities

Print these pages then complete these activities before you look up the Answers

1. What type of written communication would be the most appropriate to use in the following situations?
    

   Situation	Type of Communication
   a. Sending an up-to-date brochure to a client as requested
   b. Informing colleagues of the details of the upcoming Christmas party
   c. Informing someone of a missed telephone call
   d. Keeping your supervisor up-to-date on a project you are working on
   e. Sending a new price list to a client so that it gets there quickly
   f. Sending a message to a branch office in another country
   g. Letting a client know that you have received their enquiry, that you will look into the situation immediately and get back to them as soon as possible
   h. Letting a company know that you are not happy with their after sales service

    

2. Identify and describe the features of the following letter

a	Sandy Beach 1 Sydneyside Road SYDNEYSIDE NSW 2999
b	11 November 20XX
c	The Events Management Manager The Spit Yacht Club Spit Road MOSMAN NSW 2088
d	Dear Sir/Madam
e	I am enclosing a cheque for $500.00 as the deposit for the function booked for 1 December 20XX.
f	I understand that the remaining amount will be paid two days before the function and the final numbers provided at least four days before the function. I look forward to this night.
g	Yours faithfully
h	Sandy Beach
i	Enc: 1

3. You arrive at work and find the following messages on the answering machine. Fill in the message slips provided.
   1. "This is Elizabeth Bayer 91324698. Could Fred Newling please give me a call as soon as possible."
       
   2. "This is Matthew Findley from ACB Industries. We have just received an invoice from you for something we have already paid for. Please get your accounts person to ring me as soon as possible to sort this out. My phone number is 90197272."
       
   3. "This is Wendy from Quick Couriers. Your package for Zac Bears could not be delivered, as the address was wrong. Please supply us the correct address by 10am if you want it delivered tomorrow or we will bring it back to you. We will still charge you for the delivery. Phone me on 93049999."
       
   4. "A message for Mary Contrary. Your appointment with the dentist has been put back until 3pm today instead of 2pm. Please let us know if this is not all right."

       

      Message Slips
      Message for .................................. Date .................... Time ................   WHILE YOU WERE OUT   Mr/Mrs/Ms ......................................... Of ................................................... Phone ................................................ Telephoned Will call again Please call back Wants to see you Called to see you Message ............................................ ......................................................... .........................................................	Message for .................................. Date .................... Time ................   WHILE YOU WERE OUT   Mr/Mrs/Ms ......................................... Of ................................................... Phone ................................................ Telephoned Will call again Please call back Wants to see you Called to see you Message ............................................ ......................................................... .........................................................
      Message for .................................. Date .................... Time ................   WHILE YOU WERE OUT   Mr/Mrs/Ms ......................................... Of ................................................... Phone ................................................ Telephoned Will call again Please call back Wants to see you Called to see you Message ............................................ ......................................................... .........................................................	Message for .................................. Date .................... Time ................   WHILE YOU WERE OUT   Mr/Mrs/Ms ......................................... Of ................................................... Phone ................................................ Telephoned Will call again Please call back Wants to see you Called to see you Message ............................................ ......................................................... .........................................................

       

4. The following message on the machine is not directed at any particular person.

    

   "This is Lynne Jolly and I would like to thank everyone for the great service I received from your company the other day. I will certainly recommend your company to all my friends. Thanks again and I hope you all have a nice day."

   1. To whom would you pass this message? State your reasons.
       

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   2. It is decided to share this good message with everyone. Complete the memo below.

      Memo

      To:

      From:

      CC:

      Date:

      Re:

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5. You are at a job interview for an office junior in a large recruitment agency. Explain the communication skills you would use in this situation.

    

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6. You are successful in getting the job. In the office, who are the most likely people you would have oral communication with?

    

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7. What forms of oral communication are you most likely to have with these people?

    

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8. When relieving on the receptionist desk, your main tasks are to greet visitors and to answer the telephone. What is the most appropriate thing to say in the following situations?

    

   Situation	Response
   a. Answering an outside telephone call (My Recruitment Agency)
   b. Answering an internal telephone call
   c. Greeting a client who has an appointment
   d. Greeting a client who does not have an appointment
   e. When transferring a telephone call
   f. When the telephone extension is engaged
   g. When the person required is out of the office
   h. When introducing an incoming call to a colleague
   i. When a client arrives and the person they need to see is still with another client
   j. A client is running late for an appointment

Answers

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