This is very important so that a record of customer inquiries, questions, and complaints be recorded and be a reference for the next agent the customer will talk to. As previously discussed, written communication is used for formal and business transactions.
As future CCS practitioners, you must build your skills in writing by mastering spelling, organization, paragraphing, transition markers, punctuation, sentence construction, and jargon.
Spelling
Spelling is the foundation of writing. It is also an indication of your writing skills and a sign of knowledge of the English language. A business letter with spelling errors will not appear professional and may bear negative feedback from superiors and co-workers. Spelling is a challenging part of learning English communication, given the diversity of the language. This lesson will make you more aware of the importance of correct spelling and will give you tips to avoid misspellings for more professional letters and reports.
Essential Spelling Rules
i comes before e
Write i before e, except when both letters follow a, c, or when both letters are pronounced together as an “a” sound such as in “neighbor” and “weight”.
Examples: yield (i before e)
receive (ei after c)
weigh (a – sound)
height (exception)
Prefix
When joining a prefix that ends in the same letter as the word, keep both consonants.
Examples; illegible (il + legible)
disservice (dis + service)
Suffix
• When adding a suffix to a word ending in a consonant + y, change the y to i unless the prefix
begins with an i. If the word ends in a vowel + y, keep the y.
Examples: tried (try + ed; change y to i)
played (play + ed)
spraying (spray + ing)
• When a one-syllable word ends in the CVC combination, usually double the final consonant when adding a suffix that begins with a vowel.
Examples: popping (pop + ing)
transferred (transfer + ed)
forgettable (forget + able)
When adding a suffix that begins with a consonant to a word that ends in a silent e, generally keep the e. If the suffix begins with a vowel or y, generally drop the e. If the suffix begins with a or o and the word ends in ce or ge, keep the e. If the suffix begins with a vowel and the word ends in ee or oe, keep the e.
Examples: stately (state + ly; keep the e because the “e” in “state” is silent)
noisy (noise + y; drop the y because the six begins with a “y”
courageous (courage + ous; keep the e because the suffix starts with “o”)
agreeable (agree + able; keep the e because the word ends in “ee”)
Punctuation
Punctuation marks are a small part of writing that we often neglect but actually serves a big purpose. Without punctuation, we would not be able to know when to pause or stop; there would be no signs of emphasis or enumeration. In this lesson, you will be more aware of the importance of punctuation and its functions. You will also be able to discern the proper use of punctuation and use them in sentences.
Period
The period is used to signify the end of a sentence.
Example: This is a sentence.
Question mark
The question mark is used at the end of a direct question. Without it, it may be difficult for the reader to understand whether the sentence given is a statement or a question.
Example: Is this a sentence?
Exclamation point
The exclamation is also used in the end of the sentence to indicate strong feelings or high volume.
Example: Watch out!
Comma
The comma is commonly for dates, numbers, as well as cities, provinces, and countries.
Examples: August 15, 2019; 22,200; Imus City, Cavite, Philippine
It is also used to separate elements in a series.
Examples: I like swimming, soccer, and tennis.
The comma is also used between coordinate adjectives.
Example: There parked a big, red Ferrari sports car.
Finally, a comma joins two clauses.
Example: If I were you, I would grab the opportunity
Colon
The colon is commonly used to separate the hour and minute(s) in a time notation.
Example: 1:00 PM
In a sentence, it is used after an independent clause when it is followed by a list, a quotation, an appositive, or other ideas directly related to the independent clause.
Example: These are things I should buy: milk, bread, and cheese.
Semicolon
The semicolon is used to join two independent clauses when the second clause restates the first or when the two clauses are of equal emphasis.
Example: Some people are used to typing their stories; others prefer it handwritten.
join the elements of a series when individual items of the series already include commas
Example: These are things I should buy: food for cats, dogs, and birds; soap for the dishes, the laundry, and the hands; and containers for spices.
Transition Markers
When writing a paragraph, it is important that sentences are connected and coherent. The natural flow of ideas must be apparent to aid the understanding of the reader.
This lesson will teach you the different kinds of transition markers and their functions. Activities in this lesson will also enhance your writing skills using transition markers.
Hearing vs. Listening vs. Active Listening
Hearing is passive; it is the automatic brain response to sound that requires no effort. Because we are always surrounded by sounds, we are used to the sounds of birds, cars, and construction work. We hear these sounds, but we do not process them and only ignore them.
Listening, on the other hand, is purposeful and focused. It is an active process of the brain that requires effort, motivation, and patience. It also involves concentration for the purpose of understanding the meaning of the message sent by the speaker.
Active listening upgrades the listening by including feedback. Active listening is not only concerned with focusing and making meaning of the message but also with actively showing signs of listening.
Verbal Signs of Active Listening
Active listening can be shown through both verbal and non-verbal cues. Nonverbal signs include nodding, smiling, and
having a welcoming posture. However, these signs cannot be used when speaking through the telephone with a customer.
Instead, these are verbal signs of active listening that you can use as a CCS practitioner:
Positive Reinforcement
This includes the use of positive words or phrases such as “yes” or “indeed”. Be careful in using this because too much use can be annoying for the speaker.
Remembering
Remembering details and ideas previously mentioned by the speaker is a sign of active listening. Remembering a few key points, such as the customer’s name, will encourage him/her to continue and will build a sense of trust.
Questioning and Clarifying
Asking relevant questions also demonstrates that you have been paying attention. It can also clarify statements mentioned earlier.
Paragraph Organization
A paragraph is a collection of sentences within a piece of writing, connected by a single focusing idea. It can be organized in different forms, depending on its content and the purpose of the writer or speaker. There are four main type, as discussed below.
Chronological order
Items are listed in the order in which they occurred or in a specifically planned order in which they must develop. This is a great tool for narrating a story, whether that’s a story you’ve made up or a retelling of something that really happened.
Spatial Order
In this pattern, items are arranged according to their physical position or relationships. This is a really useful paragraph structure when your goal is to describe something specific to a location, such as the best tourist spots in your hometown.
Climactic Order
In this pattern, items are arranged from least important to most important. Emphatic paragraphs are a great tool when writing an argument and trying to convince your readers of something. If you’re providing a number of supporting reasons for one claim, you might start with the most convincing argument and then move through to the least convincing one.
Topical Order
It refers to an organization that emerges from the topic itself. This kind of paragraph will generally start with more general information, and then move to more specific ideas. You’ll generally have multiple examples and explanations, but only one main point announced in one topic sentence.
Paragraph Structure
A paragraph contains sentences that complement each other to form a single meaning. In writing a paragraph, it is important that the sentences support each other. Some sentences are more important than others, but all of them help each other to form a coherent meaning. In making a paragraph, consider the three types of sentences:
Topic Sentence
The topic sentence states the main idea of the entire paragraph. In writing a topic sentence, remember to include only one idea clearly to avoid the reader’s confusion. The topic sentence is usually placed at the beginning of the sentence so that readers can see the most important information first and gain an idea of what the whole paragraph is about. However, there are instances when the topic sentence is located in the middle or the end of the paragraph.
Supporting Sentences - From its name, supporting sentences elaborate and explain the idea introduced in the topic sentence. This may include evidence, arguments, examples, or anecdotes that support the main idea. It is important to check the relevance of all the sentences you put in your paragraph, or it will confuse your readers.
Concluding Sentence - The concluding sentence is placed at the end of the paragraph to serve as a reiteration or confirmation of the topic sentence or the main idea. Its purpose is to go back to the main question answered by the paragraph and link it to the succeeding paragraphs, if any. To make an effective paragraph you must take note of these three types of sentences and include all of them in your writing.
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