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Unit 4.1. Written communications with reported speech
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- 2. Prof. Zelideth Aponte Reportedspeech or "reported discourse" is when an individual verbally recalls information from something they heard or read. It can be either directly quoted or indirectly conveyed and is an important aspect of communication. Using reported speech in conversations or writing shows listening and reading skills and allows an individual to relate to others.
- 3. Prof. Zelideth Aponte Writtencommunication skills are necessary to get your point across in writing. While they share many of the same features as verbal communication skills, there are some important differences. Where verbal communication uses body language and tone of voice to express meaning and tone, written communication relies on grammar, punctuation and word choice. Developing written communication skills requires practice and fine attention to detail.
- 4. Prof. Zelideth Aponte Inprofessional settings, great written communication skills are made up of five key elements. 1. Clarity Clarity helps your reader understand what you are saying or, at least, understand enough to know what questions they need to ask for further clarification. Clarity comes from writing in simple language and sticking to concrete, specific information: "We are implementing a new late policy to ensure that all employees can confidently rely on our agreed-upon schedule. See the details of the new policy below. If you have any questions, you may direct them to the head of human resources.” 2. Conciseness It’s important to get to your point quickly and efficiently. Include only the details that are necessary to communicate your point: “After reviewing the articles you’ve written for us, I’ve concluded that you are one of the most talented writers on our team.”
- 5. Prof. Zelideth Aponte 3.Active voice Active voice is typically more accessible and easier to follow for readers than passive voice. Active voice helps a sentence flow better and allows the reader to move through your writing at a quicker pace. “All department heads have reviewed the proposal.” 4. Grammar and punctuation How much you pay attention to precise grammar and punctuation will depend on how formal the writing needs to be. However, even in informal writing, grammar and punctuation are important for ensuring that your point is getting across. “The initial guide identifies the scope and framework of the project, breaks it down into milestones, and provides criteria for tracking progress and measuring outcomes.”
- 6. Prof. Zelideth Aponte Communicationis the most important and the most used of all skills in the hospitality and tourism industry. Managers spend the largest portion of their time in verbal or written communications with their employees or outside parties. Other staff member communicate among themselves , as well as their managers, frontline employees suppliers, and so on, to give and receive the information they need to perform their jobs. In the tourism and hospitality industry, the success or failure of our businesses and destinations depends on service
- 7. Prof. Zelideth Aponte Communicationis the key to every successful client relationship. From the very first contact it is important to build a relationship and trust. Types of e-mail in the tourims sector: 1. Welcome email A welcome email is for when anyone subscribes to your website for a newsletter, rewards program or offer. You'll introduce yourself and your company, you share what they need to know and what they can expect from their tour, and to finish you will thank them for their business.
- 8. Prof. Zelideth Aponte 2.Booking confirmation The confirmation email should always thank the customer for their business. A simple "thank you" will do just fine. Then, the highlight of the email should be the details of the trip. 3. Thank you' email You'll want to thank your customers in their booking confirmation email, but for an added layer of authenticity, send your thanks in a post-trip email. In the email, you can write up a summary of the tour they took, including images or videos taken during their experience
- 9. Prof. Zelideth Aponte 4.Response to a Client/Customer Complaint When responding to a customer complaint, it’s important to do three specific things: Respond specifically to the issues brought up by the customer. Provide a specific apology that acknowledges any mistakes on your end. State exactly what you intend to do (or have already done) to make it right. Propose how you will improve the customer’s experience in the future.
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