topic 2 business writing

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Lecture Notes Communication English 2ENG1022

TOPIC 2

BUSINESS WRITING

LEARNING OUTCOMES

By the end of the lessons, students should be able to:

i) Differentiate types of business writing.

ii) Identify action verbs used in business writing.

iii) Identify elements of a resume.

iv) Write curriculum vitae / resume.

v) Write job application cover letter.

vi) Write letter of apology.

2.1.1 Types of Business Writing

Different situations and messages required different forms of writing(UpWrite Press).

Business writing is a critical aspect of how people can share information with each other

in an efficient, professional manner. We are often encouraged to write more simply and

succinctly in reality, most of our written communication these days involves some form

of business writing.

Formality is a critical element of how business writing is conducted today. In fact, each

document has to be considered as a legal document, and should be considered an

important facet of a company or organizations communication system. This is why

many types of business writing are considered official documents and why more and

more companies worry about what they write and how others perceive them through

printed materials.

ENG1022 Rev #:00 Date : 1 Nov 2011 Sem 2 Page 1


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The forms listed below address the primary writing needs of anyone involved in

business(Sebranek, 2009).

FORM DESCRIPTION

Correspondence Includes emails, memos, and letters essential forms of

day-to-day business communication.

Reports Share the information needed for business to proper

Proposals Lay out plans to meet a businesss needs, from

developing a new market to solving a problem

Instructions Provide the how-to documents that help a business and

its clients carry out their work.

2.1.2 The importance of Business Writing

Most business professionals understand that the ability to communicate clearly and

concisely is not an optional business skillits a critical one(Jane). Business writing is acritical aspect of how people can share information with each other in an efficient,

professional manner. Businesses work both online and offline, sharing information via

letters with each other especially since most communication is done away from the

telephone and is instead completed via email.

Think about the idea of sending a letter by post: if it is written in a very formal style and

received by a business, it gives the impression that the writer of the letter is formal,

courteous, polite, and helpful. Keep in mind that any information shared with business

writing can be read by bosses, superiors, and administration in an organization, so you

want to ensure you develop your style.


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2.1.3 The Key Form of Business Writing

Correspondence

Members of any business must regularly correspond, either in person, through phone or

through writing. It is preferred when;

your message is complicated and and detailed

you and your reader need a written record of the communication

you have a large and scattered audience

you do not need immediate feedback

Characteristics of Effective Communication(Effective Correspondence)

Characteristics Examples

Adresses a person whenever possible,

not base on their title

Dear Mr. Marzuki, or Dear Datin Zakiah,

Opens with an informative subject line or

opening sentence

Midea Promotion Price for DRB-Hicom

Staff

Stresses benefits to reader An updated shopping cart will reduce

customer frustration and increase sales

Uses you in positive situation but

avoids it in negative ones

It would be appreciated if you could

come to the event.

Assumes a team approach We offer our customer unmatched

products from others.

Includes lists, a short paragraph and

heading for easy reading

The items that were included in the

package will be;

1. Battery pack



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2. Camera body

3. Quick Charger

Avoids business jargon Please redo the web template.

Instead of

The website failure due to constrain flash

movement needs some repair because

the customers complain about difficulty to

log in to the website.

Is timely, but never sent in anger Thank you for meeting us last week at

the conference.

Reports

Report offer businesses and organizations the information they need to produce,

evaluate and carry out their works. Reports, long and short, helps a lot by;

Creating a record for a routine and sepcial activities

Documenting details related incidents, projects and studies

Checking results of works, plans and productions

Evaluating options and making decisions

Types Examples Writers Goal

Incident Accident, breakdown, error,

stoppage

Examine the situtation to determine

cuases, effects, and sollutions

Periodic Weekly, quaterly, or annualy Provide information at regular time

intervals so work can be tracked

Progress Initial, interim, completion, or Provide details about how a project


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Planning a proposal

Answer the questions to help plan a proposal. Give careful thought to each one before

writing an asnwer.

1. Who is the intended audience?

2. What is the purpose of the proposal?

3. When do I need to complete the proposal?


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4. Where will I find information to use in my proposal?

5. Why is this proposal necessary?

6. How should I proceed?

(Sebranek)

Instructions

Instructions help businesses and organizations and their clients carry out their work.

Plant workers need instructions to use equiptment, lab technicians need safetyguidelines, managers need protocols for employee reviews and so on. Effective

instructions are clear, complete, chronological and current.



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2.2.1 Styles in Business Writing

The term style here refers to the shape, voice and force of sentences.

Writing using proper business style is very different than using personal or academic

styles. A business document is not a place to show off your vocabulary and grammar

skills or to highlight your creativity. Instead, you should strive to be as clear as possible

in the fewest words possible, so your readers know what action to take without wasting

time reading and re-reading complicated prose.

To develop an effective business writing style;

1. Use shorter sentences.

"U.S. Research, Inc. conducted the interviews."

2. Use simpler sentence structures.

"The product name must meet the following tests."

Not;

"If we want the product to sell well in the Sabah and Sarawak and

eventually in select, international markets as well as to compete with


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distributors of similar name brands, the name must meet the following

tests.

3. Use active voice.

"The term, Cascade conjures images of nature."

Not;

"Images of nature are associated with the term, Cascade.

4. Write from the point of view of the company.

"The company must change the name of its bottled water product."

Not;

I recommend that the company change the name of its product."

5. Write more univocally. (The voice of the company is always already a social

voice).

"The company must change the name of its bottled water product."

Not;

"Even though Othman in the Advertising Department and Sue in Public

Relations disagree, the company mustetc."

6. Identify the agents of actions unless there is a good reason for hiding

agency.

"The sales representatives adopted a new approach."

Not;



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"A new approach was adopted."

7. Avoid nominalizing verbs. (changing verbs into nouns, i.e. "decide"

into "decision.")

"The managers decided to change the name of our project."

Not;

"The managers made a decision."

8. Recommend action rather than refer to individual mental states.

"We recommend names that parallel the age-old and pure qualities of the

product."

Not;

"We believe you should use," or "We think," "We imagine,"

"We presume," etc.

9. Avoid qualifiers that weaken recommendations or express doubt. "We recommend that your company avoid earth surface words."

Not;

"We tentativelyrecommend that your company, if at all possible, avoid,

earth surface words."

10.Avoid self-reference and references to individual states of mind.


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2.2.2 Action Verbs

Action verbs should be used abundantly throughout your business writing to promote

your level and achievements. They help make a strong impression.

Use action verbs extensively in business writing. Begin benefit statements with action

verbs but in the active voice.

To help you write any business document that requires you to make recommendations,consider the following advice;

1. Select words in an appropriate register for your reader.

Register: The vocabulary and tone that fits a particular social group.

Examples:

"almost like joining a fraternity or sorority" (more effective for student

audiences)

"or whatever" (more effective in informal, personal communications)

"paradigm shift" (more effective for academic audiences)

"Your existing workforce consists of state-of-the-art robots." (harsh tone)

"Workers today are reluctant to kill themselves for money." (exaggerated

tone. )



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2. Use active rather than passive voice.

Active voice: Uses action verbs.

Passive voice: Uses forms of the verb, "to be," (is, be, am, are, was, were, been)

Examples of Passive Voice:

"What the company is missing is."

"Conclusions have been drawn and recommendations have been made."

Changed to Active Voice:

The company lacks..

The report concludes with recommendations.

3. Use the imperative voice for recommendations:

Imperative Voice: Begins with a verb, assumes the subject, "you."

Explanation: The imperative voice is concise and eliminates the moral tone of "should"

and the overly emphatic tone of "must."

Examples:

"Balance work with the lives of employees."

"Recognize the value of middle management."

"Create self-managed work-teams."

4. Use verbal rather than nominal forms of words.

Nominal forms: Verbs changed into nouns or adjectives.

Examples:

"person-organization fit issues"

"management directed policies"

Verbal forms: Change nouns back into verbs.

Examples: "Company policies fit employee expectations."

"Managers direct policy."

5. Use parallel structure, particularly within lists.

Parallel structure: Phrases that repeat the same grammatical structure.


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Explanation: Parallelism enables readers to read documents more efficiently.

Example of non-parallel structure:

"Currently, the company has:

a) No defined future goals.

b) Shortsighted without budget and long term mission.

c) Merit system.

d) Do not appear prepared to meet rapid changes."

Example converted to parallel structure:

"Currently the company:

a) Lacks a plan for the future.

b) Needs a mission statement.

c) Rewards merit only for individual production.

d) Adjusts too slowly to market forces."

6. Eliminate Unnecessary Words to Communicate Concisely:

Example:

"My suggestion is that we must begin to socialize our employees into the Lincoln

culture so that they internalize the core values of cost-reduction and high-quality

that Lincoln embraces."Example revised:

"Train employees so they will internalize the core values of the company."

7. Divide long sentences into shorter sentences.

Long Sentences: 25 words or more.

8. Avoid qualifiers.

Qualifiers: Words that weaken claims.

Examples:

"It may be necessary to."

"Following are recommendations which might be considered:"

"Lincolnprobablyneeds to."



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9. Avoid personalizing pronouns, and therefore personalizing problems.

Example:

Change "You need to"

To

"Lincoln Electricneeds to"

Example of Action Verbs;

Clerical or Detail Creative Communication

activated

altered

assembled

approved

arranged

catalogued

classified

collected

compiled

described

dispatched

edited

acted

applied

composed

conceived

conceptualized

created

designed

developed

directed

established

evaluated

fashioned

addressed

arbitrated

arranged

authored

communicated

corresponded

counseled

developed

defined

directed

drafted

edited


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estimated

executed

gathered

generated

implemented

inspected

listed

maintained

monitored

observed

operated

organized

overhauled

prepared

processed

proofread

published

purchased

recorded

reduced

formed

formulated

founded

illustrated

instituted

integrated

introduced

invented

loaded

molded

originated

perceived

performed

planned

presented

produced

refined

rewrote

updated

enlisted

formulated

influenced

interpreted

lectured

mediated

moderated

motivated

negotiated

persuaded

promoted

publicized

reconciled

reunited

renegotiated

reported

researched

summarized

spoke

translated



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retrieved

screened

specified

streamlined

systematized

wrote

Financial Helping Management

audited

balanced

budgeted

calculated

compared

adjusted

administered

allocated

analyzed

appraised

computed

developed

estimated

forecast

advised

aided

assessed

assisted

brought

clarified

coached

coordinated

counseled

dealt

demonstrated

diagnosed

educated

encouraged

achieved

administered

analyzed

assigned

attained

chaired

conceived

contracted

consolidated

coordinated

decided

delegated

developed

directed


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forecasted

managed

marketed

planned

projected

reevaluated

reconciled

researched

sold

enlisted

expedited

facilitated

familiarized

guided

helped

inspired

maintained

modified

performed

referred

rehabilitated

represented

supported

upheld

encouraged

evaluated

executed

handled

implemented

improved

incorporated

increased

inspired

launched

led

managed

motivated

organized

outlined

oversaw

planned

prioritized

produced

recommended



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reevaluated

rejected

reported

reviewed

scheduled

strengthened

supervised

united

Research Teaching Technical

clarified

collected

conceived

critiqued

detected

diagnosed

disproved

evaluated

examined

extracted

identified

adapted

advised

clarified

coached

communicated

coordinated

defined

developed

enabled

encouraged

evaluated

analyzed

assembled

built

calculated

computed

designed

devised

engineered

fabricated

inspected

maintained


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2.3.1 Elements of Resume

Differences between CV and Resume

CV

A CV (Curriculum Vit, which means course of life in Latin) is an in-depth document

that can be laid out over two or more pages and it contains a high level of detail about

your achievements, a great deal more than just a career biography. The CV covers your

education as well as any other accomplishments like publications, awards, honors etc.

The document tends to be organized chronologically and should make it easy to get an

overview of an individuals full working career. A CV is static and doesnt change for

different positions, the difference would be in the cover letter(Jorgen Sundberg).

Resume

A resume, or rsum, is a concise document typically not longer than one page as the

intended the reader will not dwell on your document for very long. The goal of a resume

is to make an individual stand out from the competition.

The job seeker should adapt the resume to every position they apply for. It is in the

applicants interest to change the resume from one job application to another and to

tailor it to the needs of the specific post. A resume doesnt have to be ordered

chronologically, doesnt have to cover your whole career like and is a highly

customizable document(Jorgen Sundberg).

CV Resume

Long Short


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Covers your entire career No particular format rules

Static Highly customizable

Elements

An effective resume is composed of information that employers are most interested in

knowing about a prospective job applicant. This information is conveyed by a few

essential elements.

The following is a list of elements that are found in most resumessome essential,

some optional. Later in this chapter, we will further examine the role of each of theseelements in the makeup of your resume.

Heading/Personal Information

Name

Current and Permanent address

Telephone number

E-mail address

Objective and/or Keyword Section

In one short sentence summarize your goal for your job search. The goal statement

should be related to the specific position for which you are applying. It is also effective

to highlight your skills in the goal statement.

Examples;

Seeking a position as a social worker providing service to the aged.

Seeking a position that utilizes my skills in counselling, research, and proposal writing.

Work Experience

Internships, Volunteer work (Include position title, company/organization, city/state,

dates and a brief list of the job duties)



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Education

High school name, IPTA/IPTS

City and State

Date of graduation

Course Highlights (courses directly related to the job or your career field and special

abilities)

Certificates

Honors

Academic, musical, athletic and or other recognition. (Include name of the award/honor,

who awarded it, and when it was awarded.)

Activities

Include your role in the position, the organization and dates.

Example:

Captain, Sekolah Menengah Sains Kuala Terengganu, Volley Ball Team, 2003-2005

PublicationsTitle and Type (Note, Article, etc.)

Title of Publication (Journal, Book, etc.)

Publisher

Date Published

Professional Memberships

Name of Organization

Office(s) Held

Activities

Dates

Special Skills


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Soft skills: (being responsible, loyal, hardworking, energetic, outgoing.)

Hard skills: (research and writing, Microsoft word 98, Microsoft Publisher 2000, Public

speaking.)

References

Teacher/Professor

Work supervisor (current or past)

Character reference (Headmaster, youth group leader or someone who knows you well)

Include the name, relationship to you, organization, contact phone numbers.



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Examples 1 of Resume(1 Page)

F A R I D A H

M I H A T

428 Jalan Kucai Taman Pelabuhan, 60016 JHR

[email protected] 012-555-xxx

C A R E E R G O A L

Obtain a position as an advertising copywriter

E D U C A T I O N

B.A. in English

Help University, KL

June 2000

E X P E R I E N C E

Copywriter, June 2000 to Present

H & J Book Publishers, Kuala Lumpur, MY

Create copy for ad campaigns designed to promote textbook publishers lineof books in trade magazine and newspapers.

Assist marketing and editorial departments with sell copy for book catalogs,direct mail pieces, and trade show materials.

HEADER/PERSONAL

OBJECTIVE

EDUCATION

WORK


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Excellent attention to detail and respect for deadlines; creative approachesto projects within dictated structure set by advertising management.

Worked with graphic artists to create caption copy.R E F E R E N C E S

Available on request

Examples 2 of Resume(2 Pages)

MAT LUTFI BIN

MAT

10 Taman Damai Kluang, 53309 JHR

Home: 018/555-xxx E-mail: [email protected]

JOB OBJECTIVE

Obtain an entry- level position in a multimedia production

company

ACCOMPLISHMENTS

GRAPHIC DESIGN

* Created concept and layouts

* Managed production department of publishing company

* Oversaw typography, printing, and binding

AUDIOVISUAL

* Shot still photographs for a pictorial essay

* Served as freelance photographer for various publications

* Handled portrait work and advertising photography

WRITING


REFERENCES

HEADER/PERSONAL

OBJECTIVE

ACTIVITIES
mailto:[email protected]:[email protected]


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* Edited course catalogs for a university

* Contributed articles to campus newspaper

* Reviewed manuscripts for publisher

WORK HISTORY

Helicon Publishing, Inc., Selangor, MY

Production Manager, 1999 - present

Freelance Graphic Designer and Photographer, Selangor, MY

1997 present

Hosni Advertising, Inc., Johor, MY

Graphic Designer, 1996 1997

EDUCATION

Sekolah Sri Pekan, Pahang, MY

Science Stream, December 1992

SEGI College, Selangor, MY

Computer Graphics, Photography, May 1995

SEGI College, Selangor, MY

B.A. in Art, June 1998

FREELANCE CLIENTS

New Age Books, Selangor, MY

Trends in Design, New York, NY

Detroit Free Press, Detroit, MI

HONORS

Leadership Award

KL Publishers Conference, Spring 1997

WORK

EDUCATION

PROFESSIONAL

HONORS


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Best of Show Award

Lim Kok Weng School of Design Annual Photo Exhibit, 2000

REFERENCES AVAILABLE UPON REQUEST

2.4.1 Job Application (Resume)

An application for employment, job application, or application form (often simply called

an application) is a form or collection of forms that an individual seeking employment,

called an applicant, must fill out as part of the process of informing an employer of the

applicant's availability and desire to be employed, and persuading the employer to offer

the applicant employment. Resume always accompanies the cover letter. Both set forth

your abilities and talents in combinations.

Details of your work and educational experiences must be selected with care. Always

remember to gather up information you need about your education and work

experiences.

Make sure that you include details:-

from your education: your college major, your degree and your professional

certificates or licenses; your knowlegde of computers; your proficiency in

languages.

from your work experiences include these details: your job title, place ofemployment, and dates of previous jobs, your duties, tasks performed, and

achievements.

Use the following list of action verbs to help make your work experiences come alive:


REFERENCES
http://en.wikipedia.org/wiki/Form_(document)http://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/Form_(document)http://en.wikipedia.org/wiki/Employment


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A final word. Most companies prefer a brief but complete one or two page resume and

expects it to be expertly edited. A sloppy, untidy resume will suggest that you may have

little or motivation in the position, consequently, spend time preparing your resume so

that it serves as your professional introduction to a prospective employer.

Your resume need to consist the Elements of Resume.

2.4.2 Resume Basics for Print and Electronic Format

As a first step in creating a resume, examine what a resume is and consider what it can

and cannot do. The word resume describes a one- or two-page summary of yourskills, training, and employment history. Although resumes traditionally have been

submitted on paper, they are increasingly sent in electronic form over the Internet.

Whatever a resumes form, the idea is to highlight specific parts of your past that

demonstrate that you can do a particular job well(Mike Farr).

Length- Make Every Word Count

One or two pages usually enough

In most cases, busy employer will not read your resume at all

If you need to add a lot of information(examples more than 10 years of

experience), two pages is maximum

Administered, analyzed, approved, arranged,

conceived, conducted, contracted, controlled,

coordinated, created, designed, developed,

directed, enlarged, established, examined,

expanded, guided, implemented, improved,

invented, investigated, managed, organized,

planned, presented, recruited, researched,

reshaped, revised, scheduled, strengthened,


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Use bigger font size(for less personal information) or smaller font size(for

advance position such as managerial, professional and technical postion/more

than 10 years of experience)

Use smaller or bigger margin between information to suit your personal

information

Write a long draft and edit as much as possible. If a word or phrase does not

support your job objective, consider dropping it. Force yourself to shorten your

resume to include only those words that build a case for why you should get an

interview. You can start by putting down too much information to make sure

youre not leaving anything out or short changing yourself. But then you need to

boil it all down to the essential information(Mike Farr).

Eliminate Errors

It is essential to do proofreading

Ask your friend or someone else who is good in proofreading to look for

typographical, grammatical, or punctuation errors.

After youve read your resume, read it again to make sure you catch the errors.

Use Action Words and Stress Accomplishments

Write positive, factual statements, which show a pattern in your skills, interests,

education, and experience making you a fit for the opportunities you are seeking.

Organize information so that the reader can easily see the pattern in your

background that makes you a good candidate.

The experience section of the rsum will be the largest including both paid and

unpaid experiences.

Be concise, use past tense verbs, avoid first person pronouns (I, me, my).

All resumes can start to sound alike. But, if you highlight accomplishments, you

will set yourself apart from your competition by showing employers how you can

add value(Mike Farr).

Resume Action Words and Phrases



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Personal Qualities Skills and Abilities Describing Experience

enthusiastic

competent

organized

motivated

effective

responsible

assertive

risk-taker

fast learner

trustworthy

talented

cooperative

dedicated

efficient

achiever

resourceful

willing worker

dynamic

reliable

planned

conceived

supervised

led

solved problems

wrote

composed

developed

created

delegated

understood

implemented

trained

taught

instructed

assisted

communicated

recruited

modified

comprehensive

successful

broad

intensive

solid

general

specific

extensive

complete

consistent

diversified

effective

in-depth

scope

varied

consistent record

of .

(growth, promotion

achievement, etc.)


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punctual

capable

poised

courageous

endurance

curious

creative

enterprising

skilled

team member

self-starter

able

progressive

challenge-oriented

work well with others

work well under

pressure

problem solver

designed

innovated

prioritized

scheduled

practiced

initiated

organized

synthesized

completed

economized

interpreted

coordinated

computed

analysed

directed

compared

installed

managed

invented

negotiated



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worked in

harmony

diverted

persuaded

operated

precision work

researched

evaluated

appraised

public speaking

budgeted

administered

bilingual

conducted

expanded

demonstrated

spelled

Describing Success or Accomplisment

sold

purchased

raised funds


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made policy

strategized

designed

produced

planned

motivated

developed

supervised

hired/fired

accomplished

achieved

reorganized

exceeded goals

saved

served

helped

coordinated

restored

profits

influenced



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promoted

contributed

crisis intervention

administered

motivated

reduced(expenses, losses)

introduced new concepts increased(production, profits)

improved

established

(Gustavus Adolphus)

Make It Look Good

Appearance will effect first impression of your working effort-Is your resume well

laid out? Is it crisp and professional looking? Is it easy to read?(Mike Farr).

Photocopy and print with precise and high quality printer and photocopy machine

such as Laser Printer, Laser Colour Printer and Laser Photocopy Machine.

Use typing software such as Microsoft Word, Open Office, Typing Master Pro,

Typing Instructor Platinum etc.

Make sure to have numbers of copies of your resume with same quality as the

originals.

Papers come in variety of qualities so make sure do not print your resume on the

thinnest paper because it will affect the impression of how your professionalism.

Write It Yourself


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It is most important that your resume represent you and not someone else. Present

your own skills and experience, and support them with your own accomplishments. If

you do not have good written communication skills, get help from someone who does,

such as a professional resume writer. Just make sure that you are familiar with whats in

your resume and that it sounds like you wrote it(Mike Farr).

Example 1



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Example 2


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Example 3


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Exercise 1

Complete the table below.

Experiences Activities

1. Volunteer

1. In

School

2. Out of

school

2. Work

Skills


Service to your

Community, school,Sports, clubs, organizations

WHO for ?WHAT

Youth group/choir, 5S, sports

etc.

What can you do? What can you offer an

employer? (computer, communications,

bilingual, use of tools, punctual, organized?

Paid jobs that you have done in

a business, for a project,

WHAT WHO for ?


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Exercise 2

From the activity at Exercise 1, prioritize your Experiences and Activities which

demonstrate leadership, and fill in the Resume form below.

After you have finish completing the form, give your activities resume to your lecturer, or

guidance counselor, or the College & Career Center to look over.

[Title: Resume]

Full name

Contact details

Contact telephone number: (area code) number

Mobile telephone number: full number

Email address: full address, case sensitive

Postal address: Street number

City STATE Postcode

Career objective

[Give a short summary of the kind of work that you would like do and the skills you would like

to develop. Try to think of this job as part of a career you would like to do for the next five to

ten years]

Employment history

[You might list all the jobs or voluntary work you have done. Or you might just put down the

jobs that will be most relevant to the places you are applying for. List each job by the year you

started and the year you ended work there. Start with the most recent job you have held]

[month year-month year]

[Name of the store]

[Indicate if it was work experience]

[skill]

[skill]

[month year-month year]

[Name of the store]

[Indicate if it was work experience]

[skill]



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[skill]

Education

[Start a list of the highest and most recent qualifications you have and end with the last year

of high school that you completed. If you graduated from high school, write down the last two

years of your high school certificate]

[Year gained degree]

[Name of course or degree]

[Name of TAFE or University]

[Year gained degree]

[Name of course or degree]

[Name of TAFE or University]

[First year-last year]

[Full name of secondary school]

[State]

[Name of Certificate]

Short courses

[Name of educational institution]

[Title of the course, and the date you were awarded it]

Relevant skills

[List the most important skills that you have gained from your paid or volunteer work, or

education that may be needed in your new job. e.g. customer service]

[skill]

[skill]

Special achievements

[Give the title and date for any work or skills related awards you may have achieved]



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Hobbies and interests

[Pick activities that might bring skills to your new job. For example, mentioning any sporting

clubs you belong to might show that you have team skills. Just provide the name of the club

or the name of the hobbies that are relevant]

Referees

[Try to supply contact details for three people that you have recently worked for either in a

paid or volunteer work or teachers you have studied with at school, TAFE or university]

Full name

Position title, Business or educational institution

(area code) phone number

mobile phone number

Full name

Position title, Business or educational institution

(area code) phone number

mobile phone number



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2.5.1 Job Application (Cover Letter)

The final step before distribution of your resume is to write your cover letter. Though

there may be instances where you deliver your resume in person, you will usually send

it through the mail or online(VGM, 2003).

Application letters are business letter that you write to prospective employers giving

such information as educational qualification and relevant working experience to get an

interview. This in turn would result in a job offer if it is in your favour.

A good application letter will create a favourable impression on your future employer

because your future depends on your convincing your prospective employer that you

are just the person he is looking for. It is beetr that you respond to the advertisement

only if you have the required skills. Demonstrate that you have carefully considered the

job requiremenbts in the advertisement. Your application is assessed mainly by weather

you have the desired qualifications, experience, skills or technical competence:

In the letter of application (cover letter) you have to include;

1. Your name and address (unless it already appears on your personal letterhead)

and your phone number(s); see item 7.

2. The date.

3. The name and address of the person and company to whom you are sending

your resume.

4. The salutation (Dear Mr. or Dear Ms. followed by the persons last name, or

To Whom It May Concern if you are answering a blind ad).

5. An opening paragraph explaining why you are writing (for example, in response

to an ad, as a follow-up to a previous meeting, at the suggestion of someone you

both know) and indicating that you are interested in whatever job is being offered.

6. One or more paragraphs that tell why you want to work for the company and

what qualifications and experiences you can bring to the position. This is a good



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place to mention some detail about that particular company that makes you want

to work for them; this shows that you have done some research before applying.

7. A final paragraph that closes the letter and invites the reviewer to contact you for

an interview. This can be a good place to tell the potential employer which

method would be best to use when contacting you. Be sure to give the correct

phone number and a good time to reach you, if that is important. You may

mention here that your references are available upon request.

8. The closing (Sincerely or Yours truly) followed by your signature in a dark ink,

with your name typed under it.

You should add in this details;

Introduce yourself to the employer and give the reason for your interest in the job

or organization

Highlight your background and qualification for the job briefly. Invite the reader to

consider the information in the resume for details.

Ask for an interview for the job at the respondents convenience.

2.5.2 Characteristics of Good Cover Letter

There are many different styles of cover letters in terms of layout, level of formality, and

presentation of information(VGM, 2003). There are certain characteristics that differ a

good cover letter to one another. These characteristics include;

First paragraph that sparks readers attention

Paragraph that focuses on company needs and demonstrate problem solving

Paragraph that highlights relevant education and experience

A statement of appreciation



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Sample:


26- A Jalan Pelangi iii,

26700 Bandar Muadzam Shah

Pahang

14 May 2011.

The Personnel manager

INFO Computer Syatems Sdn Bhd

67 Jalan Tuanku Abdul Rahman

50700 Kuala Lumpur

Dear Sir,

Vacancy for Computer programmer

I would like to be considered as a candidate for the Computer Programmers position

advertised in the New Straits Daily of 12 May 2011.

I am currently finishing my degree in Computer science at the Universiti Tenaga Nasiaonal,

Malaysia. I have taken every computer course offered at the university and have a solid

background in the following computer languages: FORTRAN, BASIC, RPG and COBOL. In

addition to my computer background, I have supplemented my education with business and

mathematics courses.

My knowledge in computers and business management goes beyond]d my formal classroom

education. In the past few months I have worked part time with RAMGATE Computers of

Selangor, where I have gained experience in sales and inventory control. Also, on my own

initiative, I designed a demonstration program for RAMGATE TRS 80 micro computer

and developed promotional material for the program.

In short, I believe that I have up to date computer background and the professional drive

needed to contribute to your organizational. I enclose a copy of my resume to give you

further details of my experience. I would be pleased to attend a personal interview at your

convenience when I can explain my qualification more fully.

I look forward to a reply from you.

Yours faithfully,

..

(Azel Azam Nair)

Enc (1)


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2.6.1 Letter of Apology

In businesses, errors in transactions are unavoidable. Sometimes it may be caused by

your employees. But sometimes, you may have committed the mistake. Instead of

focusing on the error that was done, better concentrate on measures that you can do to

remedy the issue.

You can't please everyone. At some point on your professional path, you'll do

something silly: offend a client, annoy a customer, give shoddy service or even be in the

wrong place at the wrong time. And you'll have to apologise(Tiffany Markman, 2009).

There are points that you have to consider when you explain an error you have made.

Write as you talk but be considerate and sincere with your tone.

The letter should not be lengthy yet brief and concise.

Make sure you include all the needed information. Explain why the error

occurred.

Accept your mistake and take responsibility for it.

Assure your customers that the incident will never happen again.

And lastly, proofread your letter before you hand them to the customers.

Sample expressions:

1. The introduction takes an apologetic tone:

We deeply regret ......

We regret to inform you....

We apologize for the mistake...

2. Giving explanation/ Justification:- The expressions with the result that....

Our supplies had low stocks, with the result that we were obliged to

suspend work



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3. Rectify/ Solving Problem:

....delivery will be made towards the end of this month.

4. Conclusion: close the letter by apologizing again.

We are deeply sorry for any inconvenience caused....

Once again we apologize for any inconvenience caused......

We apologize once again forany inconvenience caused...

Sample Letter of Apology

A Letter of Complaint

The Reply


Dear Madam,

Delay in Receiving Order (Ref: Item 2 A453 Seedings)

In it is just unfortunate that we have not heard about the matter from your company since we

placed an order for the obeve item on 12 July 2011.

Please note that the supply should continue until the end of this year, as per our contract and we

need to be informed if there is any alteration to it.

Thank you.

Yours faithfully


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Exercise

Write a reply letter of apology based on the letter below.


Dear Ms,

We thank you for your order dated 12 th July, which is receiving our attention.

With respect to Item 2 A453 Seedings, we regret that owing to a series of adverse factors we

have been obliged, temporarily, to reduce production, which will mean delay in delivery of between

two and three weeks.

We trust that this will not unduly inconvenience you.

Yours faithfully

Dear Sir,

Out Order No 992 Car Parts

It is now over two months since we sent in the above order, and we are still awaiting delivery.

We regret that unless you are able to give us an assurance of delivery within the next two weeks

at the outside, we shall be obliged to cancel the order.

Please treat this matter as urgent.

Yours faithfully,


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topic 2 business writing

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