Formal mail Dear Head of Ward Associates, In response to the final consultation given by the Ward of Associates.

We, the board of directors, have discussed the following recommendations; 1. Internal communications a. Heads of department should send weekly reports to the board of directors. The main problem lies with the bad communications between the directors and heads of department. Though this requires some extra work, we find weekly reports a good solution to keep directors up to speed with key developments in the company. b. Appoint a new manager who is in charge of key accounts. As William Hooper said, hiring a new manager will cost the company too much money. But to appoint one of the existing managers can be a good option. This way there will be less loss in trust and saves us the trouble of hiring new people. 2. Sales reps / Head office Issue all sales reps with BlackBerry devices and instruct reps to send daily reports to the sales department. Though information travels too slow between the sales reps and the sales department, we agree with William Hooper that daily reports will be too much paperwork. We have also noticed that the sales reps likes the personal contact and we feel that the daily reports will take that away. 3. Customer services department Any complaint about a product which has health and safety implications should be forwarded immediately to the following departments: marketing, research and development, public relations. The incident with the hot multifunctional cell phone was not reported and as a result the model was taken off the market. To prevent this from happening again, it is imperative to report such incidents to these departments as fast as possible. Board of director recommendations To improve the communications within the departments, weekly meetings are in our opinion the best way to shorten the bridges. This way employees can directly inform the directors and heads of department and vice versa.

Yours faithfully, Board of directors

10 difficult words Recipient: the receiver Impetuous: sudden or rash action Invariable: not changing or constant Reprimanded: punish State of the art: the cutting edge technology Impact on: has a negative effect on Remedied: solved the problem R&D: research and development Executive toy: a novelty item that is usually placed on the desk of a corporate executive Vowed: an earnest promise

Small summary Communication is an important part of business. Good communicators can be; fluency in the language, awareness of body language and not being afraid of making mistakes. When a conversation is started it is important to be; articulate, focused, responsive, coherent, eloquent, sensitive, persuasive and fluent. To use mobile phones a lot at work can distract employees from their work. This also applies for e-mailing, when employees check their e-mail every hour. Like texting with a mobile phone, e-mailing is a good communicator as well. It has become easier to contact somebody in a faraway place without having to travel there and is faster than a letter. Unlike a text from a mobile phone, an e-mail can be more formal and is used more in the business world. The following idioms can come in handy: a) to put it in a nutshell. b) to get straight to the point. thing. c) to hear it on the grapevine. from one to another. d) to put you in the picture. e) to get the wrong end of the stick. correctly. f) to be on the same wavelength. ideas. g) cant make head or tail of it. h) to talk at cross purposes. To summarise briefly . To talk about the most important To hear something passed on To be kept informed. to not understand a situation To share similar opinions and To fail to understand anything. To both mean something

different. i) to beat about the bush. j) to get our wires crossed. k) to talk to a brick wall. listening. l) to hear it from the horses mouth. source. m) to be kept in the loop.

To delay talking about something. To misunderstand. To talk to someone who is not To hear it from the original To get the latest information.