☎️ Chapter 29A – Controlling Strategies and Out-Going Calls

📘 From: NIOS Functional English
📞 Focus: Developing control over telephone conversations, especially outgoing (initiated by you) calls — be it personal, professional, or business-related.

📖 Detailed Long Notes

When you make an outgoing call, you are responsible for starting, managing, and ending the conversation in a polite and structured manner. This is where controlling strategies come in — to make sure the conversation doesn’t go off-track and your purpose is achieved efficiently. 🎯

💼 What are Outgoing Calls?

An outgoing call is the one you initiate to someone else. These calls are often made to:

• Ask for information
  
  

• Give instructions
  
  

• Make appointments
  
  

• Clarify details
  
  

• Resolve complaints
  
  

You must stay polite, brief, and in control. ✅

🧠 What are Controlling Strategies?

Controlling strategies are communication techniques used to:

🔹 Guide the conversation
🔹 Keep it focused
🔹 Maintain politeness
🔹 Achieve the purpose without wasting time

🔑 Key Controlling Strategies in Telephoning

🎙️ Strategy

🔍 Description

💬 Example

Stating the Purpose Early

Let them know why you are calling

"I’m calling regarding your recent order."

Asking Direct Questions

Saves time, keeps focus

"May I know when it was delivered?"

Using Polite Phrases

Shows courtesy while staying firm

"I’d appreciate if you could…"

Avoiding Distractions

Ignore off-topic info kindly

"Let’s get back to the delivery issue."

Summarizing Points

To confirm understanding

"So, you’ll send the report by Friday, correct?"

Ending Formally

Close respectfully

"Thanks for your time. Goodbye."

📋 Structure of an Outgoing Call

1. Greeting & Introduction
   “Good morning, this is Priya from ABC Pvt. Ltd.”
   
   

2. Purpose of Call
   “I’m calling to follow up on the payment status.”
   
   

3. Main Discussion
   
   

   • Ask questions
     
     

   • Provide information
     
     

   • Solve issues
     
     

4. Summarize
   “So, the payment will be made by Monday?”
   
   

5. Close Politely
   “Thank you. Have a great day!”
   
   

❌ What to Avoid in Outgoing Calls

• Being too casual or aggressive
  
  

• Rambling or going off-topic
  
  

• Speaking too fast or unclearly
  
  

• Interrupting the other person
  
  

• Forgetting to confirm important info
  
  

📋 Important Questions with Answers

❓Q1: What are controlling strategies in telephoning?

✅ Answer:
Controlling strategies are polite and effective techniques used to guide a telephone conversation and keep it focused on its goal.

❓Q2: What is the first thing you should do in an outgoing call?

✅ Answer:
You should introduce yourself and clearly state the purpose of the call.

❓Q3: Mention two examples of polite controlling phrases.

✅ Answer:

• “I’d appreciate if you could…”
  
  

• “Let’s get back to the main point.”
  
  

❓Q4: Why is summarizing important before ending a call?

✅ Answer:
Summarizing confirms mutual understanding and avoids future confusion.

❓Q5: Write two things to avoid in an outgoing call.

✅ Answer:

• Going off-topic
  
  

• Interrupting the other speaker
  
  

🧠 Quick Revision Table

🎧 Skill

✅ Use

💬 Example

Introduction

Starts the call

“This is Ravi from Sales Team.”

Stating Purpose

Sets focus

“Calling about your complaint.”

Summarizing

Clarifies details

“You’ll send it by Friday, right?”

Ending

Closes politely

“Thanks for your time!”

📝 Chapter 29B – Writing Reports

📘 From: NIOS Functional English
📌 Focus: Learning to write clear, formal, and informative reports for school, office, or any organization.

📖 Detailed Long Notes

A report is a formal written document that gives information about an event, situation, or investigation. It is based on facts, observations, and analysis. 📑

Reports help communicate findings, suggest solutions, and record events for future reference. 🧠

🧱 Structure of a Report

🔢 Part

📝 Content

1. Title

Clear & specific heading (e.g., Report on Annual Sports Day)

2. Introduction

Purpose of the report and background

3. Main Body

Detailed description of the event/investigation, facts, data

4. Conclusion

Summary and final comments

5. Recommendations (if needed)

Suggestions for improvement or action

🧠 Types of Reports

1. Event Report – Describing something that happened (e.g., seminar, workshop, accident)
   
   

2. Survey Report – Based on surveys/data collection
   
   

3. Inspection Report – Based on checking/investigating something
   
   

4. Progress Report – Describing ongoing work or development
   
   

5. News Report – Journalistic style report (factual + headline-based)
   
   

📌 Key Features of a Good Report

✅ Clear and to the point
✅ Formal language (no slang)
✅ Objective and factual
✅ Organized into sections
✅ Written in past tense (mostly)
✅ Use of bullet points and headings (if needed)

🧾 Sample Report Format

Title: Report on Tree Plantation Drive 🌳
By: Ritu Sharma, Class 12
Date: 20 July 2024

Introduction:
This report presents the details of the Tree Plantation Drive organized by the Eco Club of our school on 19th July 2024.

Main Body:
Over 100 students participated enthusiastically. 250 saplings were planted. The principal encouraged students to plant more trees.

Conclusion:
The event was successful and created awareness about environmental conservation.

Recommendations:
Such events should be held regularly to promote greenery.

📋 Important Questions with Answers

❓Q1: What is a report?

✅ Answer:
A report is a formal written account of an event, investigation, or situation based on facts and observations.

❓Q2: What are the essential parts of a report?

✅ Answer:

• Title
  
  

• Introduction
  
  

• Body
  
  

• Conclusion
  
  

• Recommendations (optional)
  
  

❓Q3: What type of language should be used in a report?

✅ Answer:
Formal, clear, and objective language should be used. Avoid personal opinions and slang.

❓Q4: Write any two types of reports.

✅ Answer:

• Event Report
  
  

• Survey Report
  
  

❓Q5: Why are reports important?

✅ Answer:
Reports help in documenting events, sharing findings, analyzing problems, and recommending solutions.

📌 Pro Tip for Writing Reports

🖋️ Use passive voice where needed:
👉 “The event was attended by 200 people.”
🗂️ Avoid personal words like “I think”, “We believe” unless asked.

✅ Sample Report Titles for Practice

• Report on Blood Donation Camp
  
  

• Report on School Annual Day
  
  

• Report on a Road Accident
  
  

• Report on Library Usage Survey