Michigan Adult Education - ICCB

Michigan Adult

Education

Written Communication in the Workplace

Table of Contents

To the Student.................................................................................................................... iii

Unit 1: Work with Others and Serve Clients.................................................................. 1 1.1 Writing in the Workplace -- Len and KeShaun.......................................................3 1.2 Writing Workplace Notes: The Beginning and the End -- Cindi......................5 1.3 Is That What They Really Wanted? -- Edgar.................................................................. 7 1.4 It's Not Quite Complete -- Todd and Darvella.................................................................. 9 1.5 Writing Directions -- Eli............................................................................................... 11 1.6 Informal Writing Doesn't Belong in the Workplace -- Shay........................... 13 1.7 Customer Service ? Answering Complaints -- Cecil......................................... 15

Unit 2: Responsibility....................................................................................................... 17 2.1 They May Sound the Same, But They Don't Have the Same

Meaning -- Sally........................................................................................................... 19 2.2 Writing with a Purpose in Mind -- Toni (Part One)............................................. 21 2.3 What Form Do I Use? -- Toni (Part Two)................................................................. 23 2.4 Writing a Letter of Customer Appreciation -- Toni (Part Three).................... 25 2.5 I Can't Believe I Did That! -- Fay................................................................................ 27 2.6 Where Did It Go? -- Clive (Part One)...................................................................... 29 2.7 Where Did It Go? Not to the Boss -- Clive (Part Two)....................................... 31 2.8 Developing a Chart to Help with a Decision -- Jorge..................................... 33 2.9 Making Notes of Customer Requests -- Laura................................................... 35

2.10 Email Etiquette (Part One) -- Lela and Annabelle............................................. 37 2.11 Email Etiquette (Part Two) -- Lela and Annabelle.............................................. 39

Unit 3: Monitor and Correct Performance................................................................... 41 3.1 Writing Complete Ideas That Don't Go On Forever! -- Rory........................... 43 3.2 Don't Forget the Five W's -- Sharmila.................................................................... 45 3.3 Putting Your Best Foot Forward -- Mr. Dean, Sharon,

and Celia (Part One)........................................................................................................ 47

Written Communication in the Workplace

3.4

3.5

3.6

Putting Your Best Foot Forward ? Selecting the Right Person for the Job -- Mr. Dean, Sharon, and Celia (Part Two) ........................................................... 49

Picking the Right Person for the Job -- Kaycee.................................................. 51

A Note to a Supervisor -- Shona.............................................................................. 53

Unit 4: Integrity, Solve Problems, Use Technology, Use Systems............................ 55 4.1 Be Careful of What You Say and How You Say It -- Theo and Mr. James... 57 4.2 Advertising Your Product -- Sergio......................................................................... 59 4.3 Filling Out Forms -- Aji................................................................................................ 61 4.4 Writing Clearly -- James............................................................................................. 63 4.5 Keeping a Written Log -- Len..................................................................................... 65 4.6 Planning Ahead, Following Procedure -- Namatra........................................... 67

Glossary .............................................................................................................................. 69

ii Michigan Adult Education

To The Michigan Adult Education Student

Overview This is your writing workbook for Preparing Workers for 21st Century Employment. The scenarios in "Written Communication in the Workplace" were written for you. Each selection includes a quote from a Michigan employer. Each quote is a message aimed directly at you!

Read each selection with the idea that you are the person in the problem. There are many different kinds of writing issues covered in the book. Michigan employers gave the writers ideas for the scenarios. When you complete them you will be more ready to be a good employee.

Organization of the Scenarios Quote: This is a message directly from a Michigan employer to you. The quote is there to make you think about the kinds of writing skills you will need to be a good employee. Think about the quote to get an idea of what kind of writing employers expect.

Vocabulary: Words that will help you understand the scenario are listed under the quote. Be sure you can say the words and understand the meaning before you start. The Glossary in the back of the book will help. Words have many meanings. The definition in the Glossary is as close as possible to how the word was used in the scenario.

EFF Work Readiness Profile Tasks: This is a list of the kinds of tasks you might have to do at work. The scenarios in this book refer to a national list of skills workers need. There are four units in the workbook. Each unit focuses on particular work readiness skills.

Think About It!: The questions ask you to think of the best way to handle the situation. Your answers can be based on an understanding of how you might handle the problem. Often you will have to look at a writing sample to figure the situation out.

Getting Help Your teacher will have ways to help you understand the scenarios. Ask for help if you need it. There are many ways you will be expected to use writing at work. We all understand that in today's workplace writing has become more important than ever.

Written Communication in the Workplace iii

These materials were developed under a Federal grant awarded by the Michigan Department of Labor & Economic Growth. All Rights Reserved.

iv Michigan Adult Education

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