PowerPoint Presentation - Cahoot Learning...13/06/2013 2 Why is effective writing skills so...

13/06/2013

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Proudly sponsored by:

Proudly sponsored by:

Business Writing Essentials

12 June 2013

Presented by:

Verne Ordman

Director

Verne Ordman & Associates Pty Limited

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Why is effective writing skills so important?

Effective written communication has never been more important than

now. Customers have more power to influence your success than ever

before – and they aren’t always yielding that power with a gentle touch

or a kind word.

Why is there so much miscommunication?

Sloppy and long-winded writing = unprofessional

Irrelevant information = unclear messages

Not enough information = incomplete messages

We need to bring the message out of the fog and get the right balance.

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79% of readers only scan documents...

… they don’t read them from beginning to end. This makes scanability most important when writing. And scanability is dependent on clarity.

BIG PICTURE

Structural clarity

little THINGS

Stylistic clarity

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The goal is to save the reader time – no matter what type of document you’re writing.

The goal is specifically not to see how much time you can get readers

to spend with your document; rather it is to see how little time they

need to get the message.

What is the goal of effective writing?

• Get rid of the clutter and inconsistencies that often form a cloud over the written message you’re communicating.

• Get answers to the most frequently asked questions about business writing style.

• Increase your awareness of what to look out for.

• Practice evaluating documents for professionalism, unclear and incomplete messages.

SESSION OUTCOMES

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Use the three-step Planning Model

Write for the reader

Use the power of parallel patterns to present structure

Use descriptive headings

DOCUMENT PLANNING PROCESS

Correct common grammatical errors and sentence construction errors

Check word and sentence punctuation

Edit case for accuracy and consistency

Check for correct use of numbers, digits, time and date

Check for correct use of lists and bullet points

Choose clarity

Remove complicated vocabulary

Cut long-winded phrases and unnecessary wordiness

Use the active voice

Use specific references rather than general descriptors

BUSINESS WRITING STYLE

PLAIN ENGLISH WRITING

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Please refer to the client email in your handout.

Count the number of mistakes you can find in the message.

• Spelling and typing errors

• Word and sentence punctuation errors

• Case mistakes

• Numbers, digits and date errors

• Spacing inconsistencies (after punctuation marks, between paragraphs, and before and after headings), word choice issues, font inconsistencies and mistakes

• Common grammatical errors

NUMBER OF MISTAKES ACTIVITY

Dear Joe: As discused I have been appointed as your New Point of Contact for ABC Corporation, As a Representative of the Company, I would like to inform you of some information that will assist me prior to the installation of Swidget2000 scheduled for Tuesday March 28th 2012. Attatched is a document that was sent on the 2/2/12 that outlines the information required for a smooth implimentation. It contains the deliverables and KPI’s for the project. I would like to discuss this with you in detail as our original proposal which included the specifications have confused some people. We have received your confirmation booking for the 27/3/2012, for this day 6 hours consulting is at no charge & is part of the purchase of Swidget2000. Be advised that any additional hours is chargable. I notice that you have not signed of on the ten hour consulting package please consider this as it can only be offered prior to instalation. The installation of Swidget2000 and the server configuration should be setup prior to my arrival, our Technical Consultants will contact your I.T. department. We will arrange special login details for you. When you login, its important to note that the details are case sensative i.e. you must follow the capitalization provided. Should you require additional consulting day’s a consulting confirmation booking is required. This should be decided in advance to meet your requirements. I look forward to working with you on this project; thank you again for purchasing the Widget2000... I assure you that each employee involved in your installation will be committed to giving you their best service at all times. Wendy Jocum ABC Corporation Pty Limited

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Dear Joe: As discused I have been appointed as your New Point of Contact for ABC Corporation, As a Representative of the Company, I would like to inform you of some information that will assist me prior to the installation of Swidget2000 scheduled for Tuesday March 28th 2012. Attatched is a document that was sent on the 2/2/12 that outlines the information required for a smooth implimentation. It contains the deliverables and KPI’s for the project. I would like to discuss this with you in detail as our original proposal which included the specifications have confused some people. We have received your confirmation booking for the 27/3/2012, for this day 6 hours consulting is at no charge & is part of the purchase of Swidget2000. Be advised that any additional hours is chargable. I notice that you have not signed of on the ten hour consulting package please consider this as it can only be offered prior to instalation. The installation of Swidget2000 and the server configuration should be setup prior to my arrival, our Technical Consultants will contact your I.T. department. We will arrange special login details for you. When you login, its important to note that the details are case sensative i.e. you must follow the capitalization provided. Should you require additional consulting day’s a consulting confirmation booking is required. This should be decided in advance to meet your requirements. I look forward to working with you on this project; thank you again for purchasing the Widget2000... I assure you that each employee involved in your installation will be committed to giving you their best service at all times. Wendy Jocum ABC Corporation Pty Limited

SPELLING AND TYPING ERRORS

Dear Joe: As discused I have been appointed as your New Point of Contact for ABC Corporation, As a Representative of the Company, I would like to inform you of some information that will assist me prior to the installation of Swidget2000 scheduled for Tuesday March 28th 2012. Attatched is a document that was sent on the 2/2/12 that outlines the information required for a smooth implimentation. It contains the deliverables and KPI’s for the project. I would like to discuss this with you in detail as our original proposal which included the specifications have confused some people. We have received your confirmation booking for the 27/3/2012, for this day 6 hours consulting is at no charge & is part of the purchase of Swidget2000. Be advised that any additional hours is chargable. I notice that you have not signed off on the ten hour consulting package please consider this as it can only be offered prior to instalation. The installation of Swidget2000 and the server configuration should be setup prior to my arrival, our Technical Consultants will contact your I.T. department. We will arrange special login details for you. When you login, its important to note that the details are case sensative i.e. you must follow the capitalization provided. Should you require additional consulting day’s a consulting confirmation booking is required. This should be decided in advance to meet your requirements. I look forward to working with you on this project; thank you again for purchasing the Widget2000... I assure you that each employee involved in your installation will be committed to giving you their best service at all times. Wendy Jocum ABC Corporation Pty Limited

WORD AND SENTENCE PUNCTUATION ERRORS

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Dear Joe: As discused, I have been appointed as your New Point of Contact for ABC Corporation, As a Representative of the Company, I would like to inform you of some information that will assist me prior to the installation of Swidget2000 scheduled for Tuesday, March 28th 2012. Attatched is a document that was sent on the 2/2/12 that outlines the information required for a smooth implimentation. It contains the deliverables and KPI’s for the project. I would like to discuss this with you in detail as our original proposal, which included the specifications, have confused some people. We have received your confirmation booking for the 27/3/2012, for this day, 6 hours consulting is at no charge & is part of the purchase of Swidget2000. Be advised that any additional hours is chargable. I notice that you have not signed off on the ten hour consulting package. please consider this as it can only be offered prior to instalation. The installation of Swidget2000 and the server configuration should be setup prior to my arrival, our Technical Consultants will contact your I.T. department. We will arrange special login details for you. When you login, it’s important to note that the details are case sensative i.e., you must follow the capitalization provided. Should you require additional consulting day’s, a consulting confirmation booking is required. This should be decided in advance to meet your requirements. I look forward to working with you on this project; thank you again for purchasing the Widget2000... I assure you that each employee involved in your installation will be committed to giving you their best service at all times. Wendy Jocum ABC Corporation Pty Limited

CASE MISTAKES


NUMBERS, DIGITS AND DATE MISTAKES

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SPACING AND FONT INCONSISTENCIES AND ERRORS

Dear Joe: As discused, I have been appointed as your New Point of Contact for ABC Corporation, xx As a Representative of the Company, I would like to inform you of some information that will assist me prior to the installation of Swidget2000 scheduled for Tuesday, March 28th 2012. xx Attatched is a document that was sent on the 2/2/12 that outlines the information required for a smooth implimentation. It contains the deliverables and KPI’s for the project. I would like to discuss this with you in detail as our original proposal, which included the specifications, have confused some people. xx We have received your confirmation booking for the 27/3/2012, for this day, 6 hours consulting is at no charge & is part of the purchase of Swidget2000. Be advised that any x additional hours is chargable. x I notice that you have not signed off on the ten hour consulting package. please consider this as it can only be offered prior to instalation. The installation of Swidget2000 and the server configuration should be setup prior to my arrival, our Technical Consultants will contact your I.T. department. xx We will arrange special login details for you. When you login, it’s important to note that the details are case sensative i.e., you must follow the capitalization provided. xx Should you require additional consulting day’s, a consulting confirmation booking is required. xx This should be decided in advance to meet your requirements. xx I look forward to working with you on this project; thank you again for purchasing the Widget2000... I assure you that each employee involved in your installation will be committed to giving you their best service at all times. Wendy Jocum ABC Corporation Pty Limited

COMMON GRAMMATICAL ERRORS

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Dear Joe: As discused, I have been appointed as your New Point of Contact for ABC Corporation, xx As a Representative of the Company, I would like to inform you of some information that will assist me prior to the installation of Swidget2000 scheduled for Tuesday, March 28th 2012. xx Attatched is a document that was sent on the 2/2/12 that outlines the information required for a smooth implimentation. It contains the deliverables and KPI’s for the project. I would like to discuss this with you in detail as our original proposal, which included the specifications, have confused some people. xx We have received your confirmation booking for the 27/3/2012, for this day, 6 hours consulting is at no charge & is part of the purchase of Swidget2000. Be advised that any x additional hours is chargable. x I notice that you have not signed off on the ten hour consulting package. please consider this as it can only be offered prior to instalation. The installation of Swidget2000 and the server configuration should be setup prior to my arrival, our Technical Consultants will contact your I.T. department. xx We will arrange special login details for you. When you login, it’s important to note that the details are case sensative i.e., you must follow the capitalization provided. xx Should you require additional consulting day’s, a consulting confirmation booking is required. xx This should be decided in advance to meet your requirements. xx I look forward to working with you on this project; thank you again for purchasing the Widget2000... I assure you that each employee involved in your installation will be committed to giving you their best service at all times. Wendy Jocum ABC Corporation Pty Limited

FIND THE MISTAKE ACTIVITY

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Exchanges excepted within two weeks of purchase subject to condition of

garment & with the swing tags attached & presentation of this receipt

whereby a credit note will be issued valid for six months.

Strictly no refunds on cash, card or lay-bys purchases.

FIND THE MISTAKE ACTIVITY

THE FOUR DOCUMENT THEMES

Direct (or instruct)

Request

Persuade (or justify, propose, evaluate, dispute or recommend)

Inform (or document, detail, update, report, present, explain, communicate, respond, complain, apologise or advise)

DOCUMENT THEMES

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The reason for writing the document is to ______________.

The communication purpose must be accurate and complete. So, what you say the document is going to cover must be covered.

COMMUNICATION PURPOSE

Read the message and evaluate the accuracy and completeness of

the communication purpose statement by answering the questions.

REVIEW ACTIVITY

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On the basis of its context (what precedes or follows it, what we already know and assumptions about the topic) On the basis of the logical flow

HOW READERS ABSORB INFORMATION

The way readers focus when reading/scanning.

High interest at the beginning

Lowering interest in the middle

Rising again towards the end

Attention spans are brief when searching for information that is expected to be easy to find.

ATTENTION SPANS

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Profile = persona + scenario

The idea is to make the reader come alive.

Scenarios are plausible situations involving each persona.

AUDIENCE FOCUS

What questions do I believe the reader would like answered? You will need to make educated guesses. You do need to write the questions in question form.

AUDIENCE FOCUS

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For longer documents, after batching information:

1. decide on a heading for each batch or small block, and

2. prioritise the batches.

A structure will appear.

While batching, evaluate if the question is relevant to the purpose

of the document or section.

BATCHING AND STRUCTURE

Planning to write an email message to request agenda items for the weekly staff meeting.

What are the objectives of the meeting?

What topics will be covered?

Who will attend the meeting?

When is the meeting to be held?

Where is it being held?

When do you need the agenda items by?

Why do you need them by then?

PLANNING ACTIVITY

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What are the objectives of the meeting?

What topics will be covered?

Who will attend the meeting?

When is the meeting to be held?

Where is it being held?

When do you need the agenda items by?

Why do you need them by then?

PLANNING ACTIVITY

Planning to write an email message to request agenda items for the weekly staff meeting.

Meeting Agenda

Request for agenda items

SUBJECT HEADING

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Request for agenda items Hi Amy Could you please send the agenda items you would like included for Wednesday’s team meeting. This will help me prepare the agenda and ensure the meeting runs smoothly. All team members will be attending the 45 minute meeting. Our main objectives are to: • confirm the department’s budget, • review the marketing plan and • decide on the premises and activities for the annual convention. Please reply to me by close of business today so I can send the agenda to the team by 9 am tomorrow. If you anticipate any difficulty with the timeline or if you have any questions, I can be reached on 0414 306 856. Warm regards Verne

Imagine that you have hired an external consultant to conduct seminars on your organisation’s behalf in Newcastle and Canberra. The training has already been prepared. All you need to do is confirm the final details in a brief email message to the consultant.

What are the questions you believe the reader would like answered?

PLANNING ACTIVITY

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Canberra

INTRODUCTION: RATING

On a scale of 1 to 5, how would you rate the introduction?

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CONTENT: RATING

On a scale of 1 to 5, how would you rate the accuracy and completeness of the

content?

STRUCTURE: RATING

On a scale of 1 to 5, how would you rate the readability and scanability of the

document?

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BODY: ACTIVITY

Let's turn our attention to the TANGIBLE BENEFITS section.

Rank the three options from 1: most convincing to 3: least convincing.

When writing and structuring your documents, start looking for patterns (or opportunities to create patterns).

Parallel patterns is a vital writing technique to help with:

1. structuring documents and outlines,

2. bullet points and lists, and

3. general text and paragraphs.

We have already discussed using patterns to structure documents. Next, we will discuss patterns in text and paragraphs, and later we’ll look at parallel form in lists and bullet points.

PARALLEL CONSTRUCT

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TECHNIQUES FOR STRUCTURAL CLARITY

1. Follow the Planning Model to ensure a logical, coherent and

accurate ‘story’

2. Use parallel patterns to present a clear structure and substructure

3. Use talking headings

4. Use linking sentences

5. Use the Persuasive Model to help with technical accuracy and

conciseness

Each committee will do the following.

1. Establish accountability by nominating a committee manager.

2. Establish performance goals by periodically setting and updating the set goals.

3. Monitor performance by regularly recording, analysing and monitoring all facts and figures.

4. Publish performance by reporting on outcomes against goals.

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Read the text regarding Swidget and comment on how to make it parallel

and how to present the text more effectively.

PARALLEL PATTERN EXAMPLE

Issues relating to the Swidget software system have been identified as

follows.

It appears that the Swidget software system has little or no support from

our internal Help Desk or the IT Department in general. The support for this

application has diminished even more with the resignation of both Andrew

Green and Brian Hunt. As a result, there is a need to upskill Help Desk

officers on the application.

There is a need for additional data to be extracted from the system in the

first three days after month end. Managers are finding that there is an

unusually lengthy lead time to receive the month end report that is

generated from Swidget, making it useless. Without a shorter time frame, it

is impossible for managers to produce their budgets for the month.

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our internal Help Desk or the IT Department in general.

The support for this application has diminished even more with the

resignation of both Andrew Green and Brian Hunt.

As a result, there is a need to upskill Help Desk officers on the application.


our internal Help Desk or the IT Department in general. [PROBLEM

STATEMENT]

The support for this application has diminished even more with the

resignation of both Andrew Green and Brian Hunt. [DETAILS]

As a result, there is a need to upskill Help Desk officers on the application.

[NEED STATEMENT OR RECOMMENDATION]

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first three days after month end.

Managers are finding that there is an unusually lengthy lead time to

receive the month end report that is generated from Swidget, making it

useless.

Without a shorter time frame, it is impossible for managers to produce

their budgets for the month.


first three days after month end. [NEED STATEMENT]



useless. [PROBLEM STATEMENT]

Without a shorter time frame, it is impossible for managers to produce

their budgets for the month. [DETAILS]

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Issues relating to the Swidget software system have been identified as

follows.


our internal Help Desk or the IT Department in general. The support for

this application has diminished even more with the resignation of both

Andrew Green and Brian Hunt. As a result, there is a need to upskill Help

Desk officers on the application.



useless. Without a shorter time frame, it is impossible for managers to

produce their budgets for the month. There is a need for additional data

to be extracted from the system in the first three days after month end.

Two issues relating to the Swidget software system have been identified.

1. It appears that the Swidget software system has little or no support from our

internal Help Desk or the IT Department in general. The support for this application

has diminished even more with the resignation of both Andrew Green and Brian Hunt. As a

result, there is a need to upskill Help Desk officers on the application.

2. Managers are finding that there is an unusually lengthy lead time to receive

the month end report that is generated from Swidget, making it useless.

Without a shorter time frame, it is impossible for managers to produce their budgets for

the month. There is a need for additional data to be extracted from the system in the first

three days after month end.

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INTRODUCTION

WHAT WERE THE INVESTIGATION CRITERIA?

RESULTS

DISCUSSION OF IMPORTANT POINTS

WHAT THE CONCLUSIONS ARE

What is wrong with this series of headings?

HEADINGS

Why the X-Alpha doesn’t work

Process control

The procedure

Measuring results

The right people

Low understanding of process control

Lack of procedure to follow

Inability to measure results

Failure to involve the right people

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ACT AND REGULATION UPDATE

Top executive

Financial reporting

Register

Pecuniary interests

Clarification of top executive definition

Changes to financial reporting requirements

Introduction of a new register

Definition of pecuniary interests

What is wrong with the text that is in italics?

In the current financial period …

Turn it on.

Please return the completed information to me at your earliest convenience.

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PLAIN ENGLISH WRITING OBJECTIVES

Ensure your reader has the same picture in his/her head that you have in

yours. And do so with the least amount of words possible. However, NEVER

choose brevity over clarity.

And always be aware that there is a fine line between short and to the point … and abrupt or offensive. Test your tone in every message.

• Be friendly without being over familiar

• Be short and to the point without being rude

• Be professional without being too formal or stuffy

BECOME AN ACCURATE WORD MISER

1. Clarity

When writing is clear, your words can have only one meaning, and they

cannot be misunderstood.

Using familiar words or words you would say helps ensure clarity.

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READ/REVIEW vs PERUSE

BECAUSE vs IN VIEW OF THE FACT THAT

WAITING vs AWAITING

WHILE vs WHILST

BY APPROXIMATELY vs IN THE ORDER OF

BETWEEN vs DURING THE HOURS OF

ACCORDING TO vs PURSUANT TO

FIRST vs FIRSTLY

The more complex words you use, the more work your readers

have to do.

The more work your readers must do to work out what you are saying, the less interested they’ll be.

The less interested they become, the less likely they’ll be to read

your work.

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2. Brevity

Brevity means editing to cut repetitious and unnecessary information and words. Using as few words as possible to convey your meaning helps ensure brevity.

Examples

At your earliest convenience…

Please do not hesitate to call…


3. Simplicity

Simplicity means using short sentences and short paragraphs.

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Refer to paragraph 1 of the complaint document in your handout.

Step 1: Highlight unnecessary wordiness and repetitious text in the

paragraph.

Step 2: Tidy the sentence construction.

PLAIN ENGLISH ACTIVITY

I would like to bring to your attention to the following. One exact week ago, there

was an urgent requirement for a product from your company by us. An order was

called in and it was our specific instruction and request that it be sent

immediately by yourself as a matter of great urgency for next day delivery as it

contained urgently required Widgets by our esteemed client. Even though the

urgency of this order was made clear to you by us, at this present time – as of

today – the arrival has not yet occurred. I am extremely disappointed at this delay

as it has severely and negatively inconvenienced us and has also caused us

immense embarrassment with an important and lucrative client.

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I would like to bring to your attention to the following. One exact week ago, there

was an urgent requirement for a product from your company by us. An order was

called in and it was our specific instruction and request that it be sent

immediately by yourself as a matter of great urgency for next day delivery as it

contained urgently required Widgets by our esteemed client. Even though the

urgency of this order was made clear to you by us, at this present time – as of

today – the arrival has not yet occurred. I am extremely disappointed at this delay

as it has severely and negatively inconvenienced us and has also caused us

immense embarrassment with an important and lucrative client.

One week ago, An order was called in and it was our

request that it be sent immediately for next day delivery

– as of today – the arrival has not yet occurred. I am

disappointed at this delay as it has caused us

embarrassment with an important client.

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A week ago, we called in an order and requested it be

sent immediately for next day delivery. As of today, the

order has not yet arrived. I am disappointed at this

delay as it has caused us embarrassment with an

important client.

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ACTIVE AND PASSIVE VOICE

In active voice, the subject performs the action of the verb.

In passive voice, the subject receives the action of the verb. The

target of the action gets promoted to the subject position. Use the

passive voice in the following situations.

1. When the doer is unknown

Example: The files were accidentally deleted

2. When you need to be diplomatic and not place blame

Example: It appears an error has been made.

3. When the doer is unimportant

Example: The company picnic was postponed due to bad weather

Rewrite the following text to be written consistently in the active voice and

remove any unnecessary repetition. Use a heading titled, SUPERVISORS and

a numbered list.

SUPERVISORS

Timesheets are authorised and signed by the supervisor on

shift before being given to the payroll officer for processing.

Any leave requests (annual/sick) are checked by the supervisor

against employee records to confirm the availability of

entitlements before being sent to the payroll officer. The

Sick/Annual Leave Forms are approved by the supervisor. Then

all the documents are sent to Payroll.

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SUPERVISORS

1. Authorise and sign the timesheets.

2.

3.

4.

SUPERVISORS

1. Authorise and sign the timesheets.

2. Check annual and sick leave requests against employee records to confirm the availability of entitlements.

3. Approve annual and sick leave requests.

4. Send the documentation to the payroll officer for processing.

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Webcasts broadcast audio or video information (or media files) on the internet (for example on websites or YouTube) that is either live or has been recorded. It can be seen by millions in all over the world by clicking on the URL of the site.

We can take plain English one step further.

Better...

•Audio or video media broadcasts on the internet

•Live or pre-recorded

•Seen by millions

•Accessed by clicking on URL (eg website, YouTube etc)

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Even better...

Audio or video media broadcasts on the internet

Live or pre-recorded and seen by millions

Accessed by clicking on URL (eg website or YouTube

Best ...

Audio or video media broadcasts on the internet

Live or pre-recorded and seen by millions

Accessed by clicking on URL (eg website or YouTube)

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