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TRANSCRIPT
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EIW UNIT 3EIW UNIT 3Writing Writing
Workplace Workplace ReportsReports
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Learning objectivesThis unit aims to help you to:
understand the nature and purposes of workplace reports and the processes involved in writing them
understand both the overall and sectional organisation of workplace reports and apply this understanding to produce reports which are structured effectively
develop and apply the language skills needed to write clear and accurate workplace reports
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Objective 1
To understand the nature and purposes
of workplace reports and the processes
involved in writing them.
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IntroductionWorkplace reports are usually, but by no means always, written documents which are produced to provide information on projects or to address particular issues of interest to an organisation. A report is the result of a process of enquiry and typically includes information on the purposes, procedures, results, conclusions and recommendations of the enquiry.There are numerous kinds of workplace reports and these include:
IncidentSalesProgressFeasibility
RecommendationSite Case study Proposal
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Introduction (2)
Many of the report types are common to most workplaces, but some are more frequently found in particular occupational areas e.g. the case study report is common in social work and related professions. Reports are produced in different formats: some as letters or memos, others as much longer, more formal documents. However, all reports have certain similar features:• Purpose: reports are written to solve problems and
to recommend action to exploit opportunities
• Audience: reports are usually written by order of senior staff and are then read by senior staff i.e. reports are normally intra-company documents for upward transmission
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Introduction (3)
• Nature and Status: reports are highly valued,
permanent records of processes of enquiry.
• Structure and language: reports are structured in
sections; each section follows certain moves or
“steps” and displays certain language features.
Longer reports often begin with an executive
summary or overview of the whole report.
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Business reports in Hong Kong
Research has shown that most reports written in Hong Kong workplaces are written in English. The table below displays the results of a recent survey of the use of both English and Chinese for writing workplace documents. Nearly 1,500 Hong Kong professionals employed full-time were surveyed. The N/A column shows the percentages of professionals not required to write particular text types. It is interesting because it shows the truly bilingual nature of written communication in the professional workplace in Hong Kong.
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Writing English and Chinese: a surveyWritten Communication in English and Chinese in Hong Kong Always
English Usually English
Both Usually Chinese
Always Chinese
N/A
E-mails 53% 18% 12% 2% 2% 13% Reports 50% 15% 18% 5% 7% 5% Legal documents 43% 16% 17% 3% 3% 18% Letters 41% 21% 25% 5% 5% 3% Memos 40% 20% 23% 7% 7% 3% Minutes 40% 15% 17% 5% 9% 14% Agendas 38% 16% 16% 4% 8% 18% Faxes 37% 21% 28% 5% 5% 3% Records 36% 19% 27% 5% 7% 6% Manuals 34% 19% 23% 5% 6% 13% Forms 31% 20% 35% 4% 5% 5% Notices 28% 16% 34% 7% 8% 8% Circulars 27% 19% 30% 6% 6% 12% Promotional materials
25% 18% 28% 7% 6% 16%
Journals/magazines 21% 17% 29% 9% 6% 18% Newsletters 20% 13% 32% 9% 9% 17% Advertisements 18% 11% 37% 8% 8% 18%
Source :Green, C. & Evans, S. (2000). A survey of language use in the professional workplace in Hong Kong. Hong Kong Journal of Applied Linguistics, 5(2), 60-82
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This unit aims to help…The predominant use of English for report writing means that you will need to develop your skills in this area to a high level. To help you do this, work on the common grammatical and vocabulary-related features of reports has been included in this unit. The unit, which is divided into three major sections, is designed to take you from understanding the basic processes involved in report writing through the organisational and language features of reports and, finally, gives you the opportunity to research and write a business-related report. The major sections are:
· the report writing process · the structure and language of reports· researching and writing a report
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The Report Writing Process
As we have already learned, a report is the product
of a process of enquiry, the purpose of which is often
to solve a business-related problem or to investigate
commercial opportunities. All processes of enquiry
consist of a number of steps.
Task 1 below offers you the opportunity to become
familiar with six basic steps.
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Task 1: The 6 steps of enquiryLook at the list below of six steps in the process of enquiry. The steps are not in the correct order. Your task is to write each step in the correct order (and in full) in the appropriate box of the flow chart below. • Write draft report • Company identifies area for investigation• Submit improved report• Personnel are identified to research the area and produce a report• Edit and proofread the draft to improve it• Researchers decide on methods or procedures for gathering data (reviewing statistics, making direct observations, conducting questionnaire surveys, holding meetings and interviews and undertaking desk research
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Task 1: The 6 steps of enquiry (answers)• A) Company identifies area for investigation• B) Personnel are identified to research the
area and produce a report• C) Researchers decide on methods or
procedures for gathering data e.g. reviewing statistics, making direct observations, conducting questionnaire surveys, holding meetings and interviews and undertaking desk research
• D) Write draft report• E) Edit and proofread the draft to improve it• F) Submit improved report
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Objective 2
To understand both the overall and sectional organisation of workplace reports and apply this understanding to produce reports which are structured effectively
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An incident report
Having established a useful set of guidelines for the report
writing process, we will now go on to examine in the next
section the structure and language of reports. We begin
with a very short incident report written in memo format.
The report is the result of a complaint about rats made by
a Hong Kong householder.
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Structure of Reports
As you learned in the introduction, reports are divided into certain sections. In a very short report, sub-headings may not be given but, if the report is well written, the sections will still be clear. The incident report below has no sub-headings but its organisation into sections is quite clear.
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Task 2: Defining the purpose of report sections
Read the report and then select from these sub-headings:
• Recommendations• Procedure• Findings• Introduction• Conclusion
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Memo Report (1)• Write each sub-heading in an appropriate position
in the margin to the left of the report. Go on then to examine the verbs (in bold typeface) and comment on the tenses used in the different sections.
MEMOMemo report is for upward transmission
From: T.C. Ma To: Senior Health Officer
Rodent Inspector Date: 28 June 2001 Ref: 58/AX/213
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Memo Report (2)
Rat Complaint
1. I received a telephone complaint about rats from Mr Chan Hing-hung, householder of G/F, 29A, Wanchai Road, Hong Kong on 26 June.
2. I visited the premises on 27 June to talk to Mr Chan and to
make observations.
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Memo Report (3)3. I found:
a. four large rat holes in the back yard of the premises,b. rat droppings in the yard, but none in the house, andc. that the yard was clean and tidy and there was no edible refuse.
4. Mr Chan informed me that rats had never been seen in the house but had been seen crossing the yard late at night.
5. Since the rats cannot find food in the premises, it is likely that they find their food in the neighbourhood.
6. I suggest that:a) we visit other premises in the neighbourhood in order to find out where the rats get food, andb) we place two rat traps (model AN2) near the rat holes and ask the Mr Chan to ring this department if a rat is caught.
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Report sections: functions• the introduction explains what the report is about and who ordered it• the procedure (sometimes called the method) describes how the subject of the report was investigated• the findings presents the results of the process of investigation• the conclusion summarises the findings and explains their importance• the recommendations make suggestions for action based on the findings and conclusions.
• and explains their importance• the recommendations section makes suggestions for action based on the findings and conclusions.
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Analysing a longer report (1)
We will now examine in greater detail the moves or
steps a writer makes when writing the different
sections of a report. We will also analyse and
practise some of the language commonly used in the
different sections. We will begin by reading a report
on the declining number of visitors to Hong Kong.
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The report was requested by the Director of the Hong Kong Tourist Organisation (HKTO). The Director of the HKTO , Mrs. Y.W. Chan, has become concerned recently about the causes of the decline in overseas visitors to Hong Kong. Mrs Chan asked the writer of the report to investigate possible causes and recommend ways in which visitor numbers might be increased.
Note that this report is presented in numbered sections and is not in memo format. Also, the report writer has provided data in tables and graphs to make the findings clearer.
Analysing a longer report (2)
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A report on the decline in the number of visitors to Hong Kong: causes and possible solutions
1. Introduction This report was requested by Mrs. Y.W. Chan, the Director of the Hong Kong Tourist Organisation (HKTO), on 20 June, 2001. The report is a response to the falling numbers of visitors from overseas to Hong Kong; a phenomenon which is losing billions of dollars for the Hong Kong economy. The main aim of the report is to identify the causes of the decline in tourist numbers to Hong Kong and recommend ways to increase these numbers.
In the report, I present findings which attempt to explain the decline in the number of visitors from overseas to Hong Kong; a decline which can be traced back to the period following the handover of Hong Kong to China in 1997. Following the findings, brief conclusions are drawn and a number of recommendations are made as to how visitor numbers might be increased.
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Tourism Report (2 )
2. Procedure
Data for the report were gathered between July and August, 2001. Primary data were collected by interviewing 2,000 randomly selected overseas visitors to Hong Kong. Twenty hotels offering 3 star service or above were surveyed in order to determine their room occupancy rates. Secondary data were obtained by extensive reading of relevant newspaper and journal articles.
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Tourism Report (3.1)3. Findings
3.1 Perhaps the most important cause of declining numbers of visitors was the handover itself. Prior to 1997, visitors flooded into Hong Kong. They felt that after the handover Hong Kong would change beyond recognition, and so they wanted to see the city and what it had become famous for: crowded streets, markets, shopping, restaurants, and exciting night life. Hong Kong did not change greatly after 1997, so having seen the city, visitors have little motivation to return here. The drop in overseas visitor numbers is reflected in the room occupancy rates for Hong Kong hotels after 1997 (see Fig. 1 below).
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Tourism Report (3 fig1.)Fig. 1: Room Occupancy Rates in Hong Kong hotels in the 1990s
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999
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Tourism Report (3.2)
3.2 The trend graph shows that at the beginning of the
decade occupancy rates were strong and reached a peak of
95% around 1991. There then followed a steady decline to
a low point of about 85% at the end of 1993. Rates
increased gradually in 1994 before levelling off at around
90% until 1998, when there was a sudden decline.
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Tourism Report (3.3)
However, the handover is by no means the only reason behind
the declining numbers of visitors. A greater concern is that the
expectations of tourists have changed. Tourists demand far more
than they used to and are determined to get good value for
money. Twenty years ago, shopping in Hong Kong represented
excellent value for money. Visitors from the West could
easily get back the cost of their air tickets by taking advantage of
Hong Kong's cheap prices for cameras, stereos and garments.
However, prices in Hong Kong are now not noticeably cheaper
than in the West.
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Tourism Report (3.4)
3.4 Another important concern for Hong Kong is that people are becoming increasing aware of environmental issues and while other countries have been cleaning up their environments, Hong Kong has lagged behind in environmental initiatives. The air is more polluted than ever and the harbour is still smelly and littered with countless tonnes of rubbish. The level of noise pollution is also extremely high. Increasingly, tourists are not willing to tolerate a bad environment in the places they visit.
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Tourism Report (3.5)
3.5 As Table 1 below shows, most of the Americans
we interviewed stated that, as a direct result of the
heavily polluted environment, they would probably
not return to Hong Kong in the future. Nearly three
quarters of the Australians interviewed and more
than half the British agreed with the views
expressed by the American interviewees.
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Tourism Report (3.5 Table)
Table 1: Negative views on Hong Kong’s physical environment by nationality
Nationality % of tourists making negative comments on Hong Kong’s environment
American 82
Australian 73
British 53
German 48
French 42
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Tourism Report (3.6)
3.6A final problem is that Hong Kong has a reputation
abroad for rudeness to visitors. As Table 2 below
reveals service in shops and restaurants is generally
considered to be poor compared with other parts of the
world. We asked our interviewees to rate different
aspects of service on a five-point scale (1=very poor to
5=excellent).
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Tourism Report (3.6 Table 2)
Table 2: Tourists’ satisfaction with services in service outlets
Service Hong Kong Singapore North America
Friendliness and helpfulness of hotel staff 3.3 4.1 4.7
Friendliness and helpfulness of shop assistants 1.2 4.2 3.8
Friendliness and helpfulness of restaurant staff 1.5 3.7 3.9
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Tourism Report (3.7)
3.7 The overall mean score for Hong Kong is 2.0, which may be described as “poor”. Singapore and North America achieved significantly higher overall means. A comparison of tourists’ views on the friendliness and helpfulness of shop assistants presents a particularly unwelcome result for Hong Kong. In the interviews, some visitors made the point that sometimes the service of shop staff is more than just rude, it also involves cheating. The interviewees pointed out that people who are cheated are unlikely to return to Hong Kong, and will probably mention their experience to their friends who, in turn, will be put off visiting Hong Kong.
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Tourism Report (Conclusion)
4. Conclusion The findings clearly indicate that tourists are now looking for more than just a shopping trip; they are seeking a complete experience with plenty of attractions to visit, good service and a pleasant environment. Our market research has shown, however, that Hong Kong simply does not have enough attractions. The average visitor to Hong Kong stays here for just 3.5 days and a shopping trip to Stanley market and a visit to Ocean Park are still the main attractions for them. It can be concluded that to encourage visitors to stay longer (and hence spend more money) and to get greater numbers to come here, Hong Kong must develop a new and less polluted tourist-friendly infrastructure with new and exciting attractions.
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5. Recommendations 5.1 Since shopping is no longer such good value in Hong Kong, the
Hong Kong Tourist Organisation should increase motivation to visit Hong Kong by offering a range of new attractions. New attractions could include theme parks, resort hotels with golfing facilities, and organised country park hiking holidays.
5.2 Given that so many tourists are deeply concerned about Hong Kong’s polluted environment, we also recommend that the HKTO form a sub-committee to lobby government to take measures to reduce air pollution as a matter of urgency.
5.3 In view of the poor standard of service experienced by many tourists, we suggest that steps be taken to improve the attitude of service staff towards tourists. An advertising campaign and rewards for courteous staff would probably help to achieve improvements in this area.
Tourism Report (5 Recommendations)
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Objective 3
To develop and apply the language skills needed to write
clear and accurate workplace reports
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The Language of Reports 1 We will now examine the language of report sections in some detail. To do this, we will refer to the report you have just read on tourism in Hong Kong. We will begin by considering the Introduction section of the report.
The introduction to the tourism report is reprinted below in the left hand column. As you reread the introduction, look at the notes in the right hand column, which explain the moves or steps the writer makes. Pay attention also to the words and phrases in bold typeface.
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The Introduction Section
This report was requested by Mrs. Y.W. Chan, the
Director of the Hong Kong Tourist Organisation
(HKTO), on 20 June, 2001. The report is a response to
the falling numbers of visitors from overseas to Hong
Kong; a phenomenon which is losing billions of dollars
for the Hong Kong economy. The main aim of the
report is to identify the causes of the decline in tourist
numbers to Hong Kong and recommend ways to increase
these numbers.
Terms of reference: who ordered the report,
when and why
In the report, I present findings which attempt to explain
the decline in the number of visitors from overseas to
Hong Kong; a decline which can be traced back to the
period following the handover of Hong Kong to China in
1997. Following the findings, brief conclusions are
drawn and a number of recommendations are made as to
how visitor numbers might be increased.
Overview of the sections of the report: this
gives the reader a summary of the structure of
the report
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Task 3
Having examined the moves made by the writer, we will now turn our attention to the language features of introductions. Respond to the questions below in pairs.
1.Which voice seems to used most – active or passive? Why is this?
2.Underline all the verbs in the introduction. Which tenses are used? Does a particular tense predominate? If so, why?
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Task 4In the Introduction below (to a report on employment among graduates), put the verbs in brackets in the correct form where necessary.
This report (present) the findings of a survey of graduate employment (carry out) in 1999. The main aim of the survey is to gather information on the experiences of graduates in their first year of full-time employment. The report writing task has involved (analyse) the gathered data, (draw) conclusions and (make) recommendations. It is (hope) that the recommendations will be helpful to new graduates as they (prepare) to join the labour market. The findings of this report (present) with the aid of graphics and are (follow) by conclusions and recommendations.
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Collocation
In any language, certain words seem to belong together. This is
called collocation and being aware of collocation can help you build
your vocabulary. An example of the pairing of words (a verb and a
noun in this instance) is present and findings in the introduction to
the tourism report. Task 7 below gives you the opportunity to
familiarise yourself with ten common pairings of verbs and nouns in
report writing.
(Not sure of a word? Go to http://vlc.polyu.edu.hk and look it up in the Virtual Language Centre’s dictionary)
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Task 5: Collocated verb-noun pairsWork in pairs to match each of the verbs in the table below, with an appropriate noun by writing a letter in the brackets. The first verb has been matched with its noun for you as an example.
Verbs Nouns
a. Solve b. Hold c. Reduce d. Make e. Draw f. Gather g. Suggest h. Administer i. Conduct j. Undertake
a questionnaire ( ) changes ( ) research ( ) problems (a) a meeting ( ) a survey ( ) recommendations ( ) conclusions ( ) costs ( ) data ( )
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The Procedure SectionThe Procedure section (and remember that
sometimes this section is called the Method) of the
tourism report is reprinted below. Pay attention to
the words and phrases in bold typeface and also
look at the notes in the right hand margin, which
explain the moves or steps the writer makes.
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Procedure Section (2)
Data for the report were gathered between July and August, 2001.
Primary data were collected by interviewing 2,000 randomly selected overseas visitors to Hong Kong. Twenty hotels offering 3 star service or above were surveyed in order to determine their room occupancy rates. Secondary data were obtained by extensive reading of relevant newspaper and journal articles.
Statement of the timing of the gathering of data
Description of the sources of both primary and secondary data and the procedures used to gather the data
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Task 6
We will now focus on the use of verb tense and voice.
Work in pairs to answer the questions below.
1. Which voice (active or passive) seems to predominate? Why is this?
2. Underline all the verbs in the Procedure section. Which tenses are used? Does a particular tense predominate? If so, why?
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Task 7: Passive Voice Check and if necessary correct the verb forms of the passive voice in the Procedure section below. The section is taken from the report on graduate employment introduced in Task 4.
The baseline data for this report was gathered by means of a questionnaire survey of a large sample of Hong Kong university graduates. The questionnaire was divide into three main sections: personal information, job hunting strategies, and views about current job. In addition to the survey, interviews were hold with small groups of recent graduates in their first year of full-time employment. The survey sample consisted of 680 females and 710 males who were draw proportionately from the areas Humanities, Business Studies and Engineering. Of the 1,390 questionnaires distribute, 1,130 was returned and of these 1,105 were completed accurately enough to justify analysis.
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Style in Report Writing
We learned in the introduction to this unit that a report is a
highly valued, high status document and is nearly always
written for upward transmission within an organisation. Such
documents need usually to be written in a formal style and a
formal style is partly achieved by using appropriate
vocabulary. Task 8 below gives you the opportunity to
identify and replace words and phrases which are too
informal to use in a report.
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Task 8: Style in Report Writing
Formality.In the procedure section below, underline the informal words and phrases and replace them with suitable (formal) ones from the box. You may need to change the form of some words. Follow the example.
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Task 8: TextTo take a look at the problem of declining numbers of visitors to Hong Kong, we decided to do a really big survey. We made a questionnaire and handed it out to 2,000 people. We did this because right now we don’t have any reliable hard data on why tourist numbers are declining. There’s not much information available either on what might bring them back to Hong Kong. The return rate for the questionnaire was really bad at only 13% but this figure should provide a firm enough basis for talking about why tourist numbers are going down.
no very disappointing decline designcurrently investigate large-scale distributelittle discuss carry out
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Task 8: Answers• To take a look at the problem of declining numbers of visitors to
Hong Kong, we decided to do a really big survey. We made a questionnaire and handed it out to 2,000 people. We did this because right now we don’t have any reliable hard data on why tourist numbers are declining. There’s not much information available either on what might bring them back to Hong Kong. The return rate for the questionnaire was really bad at only 13% but this figure should provide a firm enough basis for talking about why tourist numbers are going down.
no very disappointing decline design
currently investigate large-scale distribute
little discuss carry out
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The Findings Section
This section of the tourism report contains two tables and a
trend graph. Special language is used to describe the data in
tables and graphs. When describing the data in tables, for
example, it is common to use the language of approximation
(examples of which are given in bold typeface in the text
from the tourism report below) rather than exact figures.
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Findings (cont.)
Using the language of approximation allows you to write smooth and fluent descriptions.
The reader who requires exact figures can retrieve these from the table.
As Table 1 below shows, most of the Americans we interviewed stated that, as a direct result of the heavily polluted environment, they would probably not return to Hong Kong in the future. Nearly three quarters of the Australians interviewed and more than half the British agreed with the views expressed by the American interviewees.
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Task 9
Examine the table below, which compares by percentage the highest academic levels of employees drawn from three departments of an organisation, and then fill in the gaps in the description using the phrases from the box.
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Task 9: Tables
Highest academic level of employees
Human Resources Department
(HRD)
Customer Services Department
(CSD)
Administration and Finance Department
(AFD)
Form 5 33.8 45.2 1.3
Form 7 1.1 3.2 3.4
Diploma/Higher Diploma 31.7 34.3 20.1
Bachelor’s degree 24.3 16.1 27.4
Master’s degree 9.1 1.2 47.9
about a third fewer more than a quarter
very few nearly half
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Task 9: Gap fillOf the three departments, AFD staff have the highest academic levels:
____________________ have a Bachelor’s degree and __________________ have
a Master’s degree. ____________________ members of AFD staff are Form 5 or
Form 7 graduates. The high level of education among AFD staff is not surprising
given the demanding and specialized nature of the department’s work. By
contrast, both the HRD and CSD have a high percentage of Form 5 graduates
among their staff; ________________ and nearly half respectively. Both
departments also have roughly one third of their staff at Certificate/Diploma level,
but they have ____________ graduate employees than AFD; HRD has about a
third and CSD has around 17%. Overall, however, HRD staff have a higher
academic level than CSD staff and this probably reflects the fact that HRD work is
considered to be quite intellectually demanding, while CSD duties place greater
demand perhaps on employees’ interpersonal rather than academic skills.
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Task 9: Answers
Of the three departments, AFD staff have the highest academic levels: more than a
quarter have a Bachelor’s degree and nearly half have a Master’s degree. Very
few members of AFD staff are Form 5 or Form 7 graduates. The high level of
education among AFD staff is not surprising given the demanding and specialized
nature of the department’s work. By contrast, both the HRD and CSD have a high
percentage of Form 5 graduates among their staff; about a third and nearly half
respectively. Both departments also have roughly one third of their staff at
Certificate/Diploma level, but they have fewer graduate employees than AFD;
HRD has about a third and CSD has around 17%. Overall, however, HRD staff
have a higher academic level than CSD staff and this probably reflects the fact
that HRD work is considered to be quite intellectually demanding, while CSD
duties place greater demand perhaps on employees’ interpersonal rather than
academic skills.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Describing TrendsWhen you write reports in the workplace you will often need to report trends. Figure 1 is an example of a trend graph. This graph presents data about the sales of Smart Kids’ educational toys in its three main markets – the USA, China and Japan – during the 1990s. Study the sales trends in the three markets and then look at the reference materials below, which focus on the language you would need if you were asked to describe the data in a report.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Trends: Figure 1Figure 1 Sales trends of Smart Kids’ toys in the USA, China and Japan (1990-1999)
60
50
40
30
20
10
0
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999
JapanChina
USA
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Trend Graphs: PrepositionsTrend graphs describe changes over time (e.g. a year, a decade). When describing trends in a report you will need to pay careful attention to the use of prepositions, particularly the following:• Sales of Smart Kids’ toys in Japan increased
rapidly between 1991 and 1993.• There was a sharp decline in sales in Japan from
1995 to 1997.• In 1990, sales of Smart Kids’ toys in China stood
at HK$40 million.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Trend Graphs: TensesAs the above examples indicate, we use the simple past tense when describing trends in the past:
• Sales of Smart Kids’ toys in Japan increased rapidly between 1991 and 1993.
• Sales remained stable in China between 1992 and 1995.
You can use the present perfect tense if the trend continues up to the present:• Sales in Hong Kong have increased steadily in the past
five years.• There has been a sharp decline in sales in Hong Kong
since 1997.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Trends: Expressions to describe dataYou will find the following expressions useful when you have to describe data in trend graphs:There was a slight rise in…
small increasegradual decreasesteady declinesignificant falldramatic dropsharprapidsteepsudden
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Trends: Expressions for movementThese verbs and adverbs can be used to describe upward and downward movement:
Toy sales rose slightly in…
increased gradually
decreased steadily
declined significantly
fell dramatically
dropped sharply
rapidly
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Describing TrendsTrend graphs are often comparative i.e. two or more results are shown and are then compared and contrasted in the written description. Task 12 below gives you the opportunity to complete a brief description of the sales trends for Mikey sports shoes in the USA and South-east Asia.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 10: ComparisonsExamine the graph below and then fill in the gaps in the description using the phrases in the box.
USA
South-east Asia
0
100,000
200,000
300,000
400,000
500,000
600,000
700,000
800,000
1990 1991 1992 1993 1994 1995 1996 1997 1998 1999
Sales trends of Mikey sports shoes in the USA and SE Asia, 1990-1999
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 10: Gap fillIn the first half of the 1990s, sales of Mikey sports shoes in
South-east Asia ______________ and _________________
in 1995 when nearly 7000,000 pairs of shoes were sold.
However, this was followed by a ________________ and in
1998 sales fell to their ______________ of just 2000,000
pairs. However, sales then began to increase steadily towards
the end of the decade. In the USA, sales increased steadily to
1993 before __________________ at about 370,000 pairs to
1997. Sales then ________________ towards the end of the
decade.sharp decline reached a peak increased quite sharplyshowed a strong upward trend levelling off lowest point
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 10: Answers
In the first half of the 1990s, sales of Mikey sports shoes in
South-east Asia showed a strong upward trend and
reached a peak in 1995 when nearly 7000,000 pairs of
shoes were sold. However, this was followed by a sharp
decline and in 1998 sales fell to their lowest point of just
2000,000 pairs. However, sales then began to increase
steadily towards the end of the decade. In the USA, sales
increased steadily to 1993 before levelling off at about
370,000 pairs to 1997. Sales then increased quite sharply
towards the end of the decade.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 11: InstructionsThe graph below gives information about the profits made by Mojo (a garment manufacturing company) in Hong Kong and Singapore between 1994 and 2001. Study the graph carefully and then write a paragraph (which is part of a report) describing the trends). There is no need to explain these trends – you do not have the background information to do this.When you write your paragraph you should bear in mind that your reader can see the graph. Start your paragraph by referring to the graph (which you can call Figure 1). These expressions are often used to refer to graphics in workplace reports:
It can be seen from Table 6 that …As is shown in Figure 4,…According to Table 3, …As the findings in Figure 2 reveal / show / indicate
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
70
60
50
40
30
20
10
0
1994 1995 1996 1997 1998 1999 2000 2001
Task 11: Table
Hong Kong
Singapore
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Comparing and Contrasting DataWhen we present findings in a workplace report we often need to compare and contrast the numerical data in tables and charts. Table 1 presents the findings of a survey of job satisfaction among employees at a major bank in Hong Kong. As you can see, the table lists nine aspects of job satisfaction and the responses of staff at senior and junior levels. Look closely at the results of the survey and then read the reference materials below on the language of comparison and contrast.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Table 1: Job Satisfaction among senior and junior staff
Aspects of Job Satisfaction % of senior level % of junior level
staff satisfied staff satisfied
Salary 77% 46%
Benefits 73% 36%
Working Conditions 85% 50%
Training Opportunities 70% 39%
Opportunities for promotion 29% 77%
Recognition of Work 85% 32%
Opportunities for interesting 68% 60%
work
Chances to have a say in 62% 36% decision making
Working relationships 72% 71%
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Language for Similar Data
You will note from Table 1 that the responses of senior and junior staff to the question about working relationships are more or less the same. The two sentences below are examples of how you could express this in a report:• Both senior and junior staff members are fairly satisfied with working relationships.• The views of senior and junior members of staff on the question of working relationships are almost the same.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Language for Identical DataNote the use of similar and identical in the following sentences:• The responses of senior and junior staff to the question on working relationships were very similar.• The responses of the male and female respondents are identical.You can use the following expressions when you want to show similarities: exactly the same as, virtually, practically, approximately, almost, nearly, & about.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Language for Contrasting DataYou will note from Table 1 that in a number of cases the responses of the senior and junior members of staff are different (in varying degrees). The sentences below are examples of how you could express this in a report:
• The findings indicate that senior members of staff are far more satisfied with their benefits than their junior colleagues.
• It appears that senior members of staff are slightly more satisfied with the opportunities the company provides for interesting work than junior members of staff.
• Unlike their junior colleagues, senior members of staff are satisfied with their benefits.
• Senior staff are quite satisfied with the training opportunities provided by the company whereas junior-level staff appear to be somewhat dissatisfied.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Expressions for Contrasting Data
You can use the following expressions when you want to show differences:
much cheaper / higher / lower etc. than…
considerably
significantly
somewhat
slightly
marginally
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 12: Instructions
Table 1 presents the findings of a survey carried out by an insurance company into working conditions at its head office in Central. As you can see, the table lists seven aspects relating to working conditions and the degree of satisfaction of senior and junior staff with these aspects. Look closely at the data in the table and then write a paragraph (which is part of a report) comparing and contrasting the findings derived from the two groups.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Table 1: Satisfaction with working conditions among senior and junior staff
Aspects of Working Conditions % of senior level % of junior level staff satisfied staff satisfied
Lighting 66% 53%
Thermal comfort 67% 66%
Air Quality 62% 51%
Office Furniture 75% 45%
Décor 88% 67%
Equipment 71% 26%
Pantry 51% 51%
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
The Conclusion Section
The Conclusion section of the tourism report is
reprinted below.
Look at the notes in the right hand margin, which
explain the writer’s intention. Look also at the
expressions in bold typeface which are used to
review findings and draw conclusions.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Conclusion of the Tourist ReportThe findings clearly indicate that tourists are now looking for more than just a shopping trip; they are seeking a complete experience with plenty of attractions to visit, good service and a pleasant environment. Our market research has shown, however, that Hong Kong simply does not have enough attractions. The average visitor to Hong Kong stays here for just 3.5 days and a shopping trip to Stanley market and a visit to Ocean Park are still the main attractions for them. It can be concluded that to encourage visitors to stay longer (and hence spend more money) and to get greater numbers to come here, Hong Kong must develop a new and less polluted tourist-friendly infrastructure with new and exciting attractions.
Reviewing main findings and expressing them in general terms
Drawing the main conclusion from the findings as a link to the Recommendations section
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 13: Instructions
Fill the gaps in the Conclusion below with suitable words or phrases from the box. The Conclusion has been taken from the report on graduate employment in Hong Kong.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 13: Gap fill exerciseThe relatively favourable employment figures for 1999 __________ that the worst
effects of the recession are over and that Hong Kong’s job market for university
graduates is beginning to improve. ___________ this year’s results it appears that
starting salaries for graduates are returning to pre-recession levels. However,
__________ with employers and graduates ____________ that the former are
increasingly offering short-term employment contacts to graduates, and among the
latter the majority fear that they may lose their jobs and feel that their starting
salaries are still inadequate. ______________ that to do well in the job market,
graduates need to “add value”; that is they need to develop extra skills which
employers will find attractive, such as high levels of proficiency in both
Putonghua and English, interpersonal skills, and a high degree of competence in
using computers. show quite clearly on the evidence of it can be concluded
may indicate the results of our interviews
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 13: AnswersThe relatively favourable employment figures for 1999 may indicate that the
worst effects of the recession are over and that Hong Kong’s job market for
university graduates is beginning to improve. On the evidence of this year’s
results it appears that starting salaries for graduates are returning to pre-
recession levels. However, the results of our interviews with employers
and graduates show quite clearly that the former are increasingly offering
short-term employment contacts to graduates, and among the latter the
majority fear that they may lose their jobs and feel that their starting salaries
are still inadequate. It can be concluded that to do well in the job market,
graduates need to “add value”; that is they need to develop extra skills which
employers will find attractive, such as high levels of proficiency in both
Putonghua and English, interpersonal skills, and a high degree of competence
in using computers.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 14: Instructions (1)The table below presents the findings of a survey carried out by Horizon Tours, a major Hong Kong-based travel agency. They survey aimed to find out the views of holiday makers in three age groups (20s-30s, 40s-50s, 60s-70s) on various aspects of its tours (e.g. the quality of the hotels used, the attitude of the tour guides). The respondents were asked to rate the different aspects on a five-point scale from 1 = poor to 5 = excellent.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 14 : Instructions (2)Look closely at the data in the table and then write the conclusion section of the report on the survey. When you write your conclusion you should bear in mind that you have already fully described and discussed the data in the findings section of your report. There is therefore no need to repeat this material in the conclusion. Nor should you refer to the table – you can assume that this was done in the findings section. Your task is to sum up the main findings in general terms and then draw an overall conclusion which serves as a link to the recommendations section.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 14: TableAspects
Hotels
Airlines
Food
Itinerary
Transportation
Tour Guides
Excursions
20s-30s age group
2.3
3.5
2.5
2.3
3.3
2.7
2.2
40s-50s age group
4.1
3.8
4.1
4.2
4.2
3.1
2.5
60s-70s age group
3.9
3.9
4.0
3.8
4.0
3.2
2.6
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
The Recommendations Section
The Recommendations section of the tourism
report is reprinted below. Look at the notes in
the right hand margin, which explain the
writer’s intention. Look also at the words and
phrases in bold typeface which are used to
make the recommendations.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Recommendations (Paragraph 1)Since shopping is no longer such good value in Hong Kong, the Hong Kong Tourist Organisation should increase motivation to visit Hong Kong by offering a range of new attractions,. New attractions could include theme parks, resort hotels with golfing facilities, and organised country park hiking holidays.
Recommendations for new attractions for tourists; this recommendation is directly related to a particular finding
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Recommendations (Paragraphs 2 & 3)Given that so many tourists are deeply concerned about Hong Kong’s polluted environment, we also recommend that the HKTO form a sub-committee to lobby government to take measures to reduce air pollution as a matter of urgency. In view of the poor standard of service experienced by many tourists, we suggest that steps be taken to improve the attitude of service staff towards tourists. An advertising campaign and rewards for courteous staff would probably help to achieve improvements in this area.
Recommendation is related to tourists’ reactions to Hong Kong’s poor environment
Final recommendation – to deal with tourists’ complaints about poor service in shops and restaurants
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Recommendations LanguageWhen you write recommendations, you will need to demonstrate how your recommendation is derived from a specific conclusion. Look at the following recommendations section of a report about customer satisfaction in a book store. Notice the words and phrases in bold type used to link the conclusions with the recommendations. Look also at the words used to make recommendations.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Recommendations: Example Sentences
Given that some customers perceive a language barrier between themselves and our staff we recommend that the company provide an in-house training programme in office hours.In view of the fact that customers are dissatisfied with the current opening hours and tend to take their custom elsewhere when the shop is closed, we believe that the company urgently needs to offer extended opening hours.Since sales staff are often unable to answer customers’ enquiries about books and authors, we should encourage staff to stay longer so that they can build up their product knowledge.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Relating Conclusions to RecommendationsHere is a breakdown of the above sentences in terms of conclusion and related recommendation:
ConclusionCustomers perceive a language barrier between themselves and staff.Customers are dissatisfied with the current opening hours and tend to take their custom elsewhere when the shop is closed.Staff are often unable to answer customers’ queries about books and authors.
RecommendationThe company provides an in-house training programme in office hours.
The company extends its opening hours.
Staff stay longer to build up their product knowledge.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Expressions to link Conclusions and Recommendations
Given the drop in the value of the dollar…
In the light of the present economic situation…
Given that the value of the dollar has dropped…
Since the situation has become unacceptable…
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Expressions for Suggestions, Proposals and Recommendations
• We recommend / propose / suggest that the company forms a working party to investigate the problem.
• I recommend an improvement in the security measures.
• I think / believe that the fees should be maintained at the same rate.
• The company should employ a new clerical assistant.
• It is recommended that a working party be formed to investigate the problem.
Please note that when the passive voice is used, the tone becomes more formal. This form is often found in business reports.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 15: Instructions
Fill the gaps in the Recommendations section below with suitable words or phrases from the box. This section has been taken from the report on graduate employment in Hong Kong.
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
Task 15: Answers__________ that employers are seeking value-added qualities in graduate
job applicants, we __________ that all graduating students be issued by
their university with a certificate stating their special skills and the highest
level achieved in each skill area. Another important recommendation,
_________ the difficulties which many graduates experienced with
interview technique and with writing resumes and letters of application, is
that the all students undertake an accredited course in job seeking skills.
The components of such a course _________ to be carefully researched
and validated, but on the basis of this research, study materials such as
videos and booklets ___________ be developed. _____________
graduating students will probably be too busy to attend extra classes, the
videos and booklets should be designed for self-study use.
suggest since in view of
given would have could
Tasks 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15
This is the end of Unit 3.Congratulations!