eng - eya cram.pdf

COMPREHENSION semiotic modes 1. visual what are the images showing what do they represent is there one or many size of font (bold) highlights words / catches attention 2. linguistic diction literary devices...

COMPREHENSION semiotic modes 1. visual what are the images showing what do they represent is there one or many size of font (bold) highlights words / catches attention 2. linguistic diction literary devices emphasised words literal meaning x metaphorical meaning 3. spacial how is the information arranged/size of words and visual elements which points are emphasised / highlighted / catches your attention 4. gestural what is the person doing what emotion / mood are they showing what emotions are invoked in the reader 5. audio sounds and speech tone and register loud or soft words that are emphasised persuasive strategies 1. ethos using a well-known figure (person or event) to persuade audience influences using other figures’ influence 2. logos using statistics or data to persuade audience shows reliability and allows audience to trust 3. pathos using words that evoke emotional reactions from audience to persuade them uses feeling words to depict what should be felt to cause you to want to do something summary writing 1. find topic sentences - central idea 2. paraphrase - change order/tenses of words/use synonyms (must be accurate and still the authors point) 3. superordination - use umbrella terms 4. delete trivia or redundancy - omit unnecessary words or ideas SITUATIONAL WRITING take note tone: mood / feelings register: formality components: para 1 - intro + situation + apologies + explanations para 2 - offer solution + reassurance + provide opportunity to provide feedback para 3 - how are you fixing the issue + how does it help para 4 - bribery + further questions (give contact details for more feedback) para 5 - conclu (thank + apologise again + hope to regain trust + thank again) sample structure company context To: [email protected] Cc: [email protected] Bcc: [email protected] Subject: RE: Apology regarding situation at company Dear Mrs/Ms/Madam/Mr, I am full name + relation to company. I am writing to formally apologise on behalf of company for the unsatisfactory service that you have experienced recently. I understand that you had a/an unpleasant/frustrating experience regarding our service. I would like to assure you that the service you received is not a reflection of the standards we uphold here at (company). We appreciate the opportunity you give to make amends. After receiving your email/being alerted to (problem). We investigated the matter and discovered that (explain situation). We are aware that it was unprofessional of us to have (issue). We are profoundly sorry for our mistake and any inconvenience/the unhappiness that it caused you. We promise to do better by implementing extra measures to ensure that such incidences of lapses in service will not reoccur. (if asked/required, write the measures + how it addresses the issue) In spite of this unfortunate experience, we hope that you will continue to support the company.We would like to offer a coupon code, (coupon code), that allows you to enjoy 50% off any future purchase. You can respond directly to this email with any further questions or concerns. Additionally, here is the number of our customer service centre, (number). My extension is (extension number). In conclusion, we are truly grateful to you for providing our company with an opportunity to improve the ways in which we engage our customers. We are working hard to ensure your experience does not happen again. Once again, please accept our sincerest apologies and we hope you will allow us the chance to regain your trust. Thank you for your kind understanding. Best regards, (signature) (full name) (relation to company) (company name) possible types 1. data-base attack 2. product recall 3. employee misconduct 4. social media backlash 5. supply chain disruptions