Lecture Notes

Communication English 2 ENG1022

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.

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The forms listed below address the primary writing needs of anyone involved in business(Sebranek, 2009). FORM Correspondence DESCRIPTION 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 a critical 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, Dear Mr. Marzuki, or Dear Datin Zakiah, not base on their title Opens with an informative subject line or Midea Promotion Price for DRB-Hicom opening sentence Stresses benefits to reader Staff An updated shopping cart will reduce customer frustration and increase sales Uses you in positive situation but It would be appreciated if you could avoids it in negative ones Assumes a team approach come to the event. We offer our customer unmatched

products from others. Includes lists, a short paragraph and The items that were included in the heading for easy reading 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 Examples Accident, stoppage breakdown, Writers Goal error, Examine the situtation to determine cuases, effects, and sollutions Provide information at regular time intervals so work can be tracked

Types Incident

Periodic

Weekly, quaterly, or annualy

Progress

Initial,

interim,

completion,

or Provide details about how a project

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follow-up Trip Conference, customer

or job is progressing convention, Share results of activities that service, field, happened away from workplace

inspection, business trip

Proposals The noun of proposal means plan. Whenever an individual in business or organization putts forth a written plan, he or she is developing a proposal. Proposals are critical to a businesss success because they suggest action, innovation and problem solving. To write a strong proposal, make sure you;

Know your audience Make clear the benefits of your plans Sound reliable and credible Provide examples of past success stories Present an eye-apealing, easy reading final draft

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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 safety guidelines, 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 "We presume," etc. should use," or "We think," "We imagine,"

9. Avoid qualifiers that weaken recommendations or express doubt.

"We recommend that your company avoid earth surface words." Not; "We tentatively recommend 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." The company lacks.. The report concludes with recommendations.

Changed to Active Voice:

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:" "Lincoln probably needs to."
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9. Avoid personalizing pronouns, and therefore personalizing problems.

Example:

Change "You need to" To "Lincoln Electric needs 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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inspected interpreted interviewed investigated organized researched reported reviewed searched studied summarized surveyed systematized wrote

explained facilitated guided informed initiated instructed lectured persuaded presented set goals stimulated taught trained updated

operated overhauled programmed remodelled repaired solved trained upgraded

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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 Long Short Resume

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Covers your entire career Static

No particular format rules 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 these elements 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 Publications Title 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)

FARIDAH MIHAT
428 Jalan

HEADER/PERSONAL INFORMATION

OBJECTIVE

Kucai Taman Pelabuhan, 60016 JHR FIDAA@xxx.com 012-555-xxx

CAREERGOAL
Obtain a position as an advertising copywriter

EDUCATIO
B.A. in English Help University, KL June 2000

EDUCATION

EXPERIEN

WORK EXPERIENCE

CE

Copywriter, June 2000 to Present H & J Book Publishers, Kuala Lumpur, MY Create copy for ad campaigns designed to promote textbook publishers line of books in trade magazine and newspapers. Assist marketing and editorial departments with sell copy for book catalogs, direct mail pieces, and trade show materials.

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Excellent attention to detail and respect for deadlines; creative approaches to projects within dictated structure set by advertising management. Worked with graphic artists to create caption copy.

REFERENC
Available on request

REFERENCES E S

Examples 2 of Resume(2 Pages)

MAT LUTFI BIN MAT

10 Taman Damai Kluang, 53309 JHR

HEADER/PERSONAL INFORMATION

Home: 018/555-xxx E-mail: matlutfi@xxx.com

JOB
Obtain an entrycompany

OBJECTIVE OBJECTIVE
level position in a multimedia production

ACTIVITIES 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
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* Edited course catalogs for a university * Contributed articles to campus newspaper * Reviewed manuscripts for publisher

WORK HISTORY
Helicon Publishing,

WORK EXPERIENCE

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

EDUCATION
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
New Age Books,

PROFESSIONAL MEMBERSHIPS

CLIENTS
Selangor, MY

Trends in Design, New York, NY Detroit Free Press, Detroit, MI

HONORS
Leadership

HONORS
Award

KL Publishers Conference, Spring 1997

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Best of Show Award Lim Kok Weng School of Design Annual Photo Exhibit, 2000 REFERENCES AVAILABLE UPON

REFERENCES 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 of employment, 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:

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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, supervised, trained, wrote.

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 your skills, 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

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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 of record

(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 pressure well under

designed innovated prioritized scheduled practiced initiated organized synthesized completed economized interpreted coordinated computed analysed directed compared installed managed invented negotiated

problem solver

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worked harmony

in

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
1.
WHAT Service to your Community, school, WHO for ?

Activities
Volunteer 1. In
Sports, clubs, organizations etc.

School
Youth group/choir, 5S, sports etc.

2. Out of school

2. Work

Paid jobs that you have done in a business, for a project,

What can you do? What can you offer an employer? (computer, communications, bilingual, use of tools, punctual, organized?

Skills
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: Email address: Postal address: 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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full number full address, case sensitive Street number City STATE Postcode

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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. The date. The name and address of the person and company to whom you are sending your resume. 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). 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.

2. 3.

4.

5.

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 for any inconvenience caused...

Sample Letter of Apology A Letter of Complaint

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

The Reply

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Dear Ms, We thank you for your order dated 12th 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

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

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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