businesscommunicationandreportwriting-091020090429-phpapp01.ppt

7/29/2019 businesscommunicationandreportwriting-091020090429-phpapp01.ppt

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ProjectProjectinin Internet and WebInternet and Web

page Developmentpage DevelopmentPrepared By:

Banao, Leo D.

Caquilala, Leizel C.

BOA IV-1
http://leobanao.freetzi.com/http://caquilalaleizel.freetzi.com/http://caquilalaleizel.freetzi.com/http://leobanao.freetzi.com/


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Course CodeCourse Code

EN 214EN 214


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Course Description:Course Description:

BUSINESSBUSINESS

COMMUNICATION ANDCOMMUNICATION AND

REPORT WRITINGREPORT WRITING

..


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Course OutlineCourse Outline

Chapter 1:Chapter 1:

Communication in BusinessCommunication in Business

Chapter 2:Chapter 2:Appearance and Form of theAppearance and Form of the

Business LettersBusiness Letters

Chapter 3:Chapter 3:Qualities of Effective BusinessQualities of Effective Business

LettersLetters


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Request, Reply, Order,Request, Reply, Order,Acknowledgement, and RemittanceAcknowledgement, and Remittance


Sales LettersSales Letters


Employment LettersEmployment Letters


Claim and Adjustment LettersClaim and Adjustment Letters


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Credit and Collection LettersCredit and Collection Letters


Invitation, Announcement,Invitation, Announcement,

Appreciation and Sympathy LettersAppreciation and Sympathy Letters


Introduction, Reference, andIntroduction, Reference, and

Recommendation LettersRecommendation LettersChapter 11:Chapter 11:

Business ReportsBusiness Reports


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CHAPTER 1CHAPTER 1

COMMUNICATION IN BUSINESSCOMMUNICATION IN BUSINESS


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There is one thing that distinguishes man from lower

animals, and that is mans ability to use language or tocommunicate his ideas (or thoughts, feelings, attitudes, etc.)

through some oral or written system.


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Communication ideas, therefore, involves languagewhich may be oral, written (or graphic or printed), or even

gestural (hands, head, or eyes in meaningful motion). But

what ever form of language is used, three basic elements

always make up the communication process: thecommunicator (or source or speaker or transmitter), the

message (or code or idea), and the receiver (or listener or

recipient). The language used in the communication process

may be called medium, the means to transmit the message or

idea. In simple terms communication may be defined as the

act or process of transmitting or sending a message.


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In communication, the word channel may refer to a

persons speech mechanism- mouth, tongue, teeth, diaphragm,

etc. - or to the kind of language used- oral, written, or gestural.

It may also refer to a medium used in mass

communication broadcast (television, radio, movies) or

print (newspapers, magazines, books, etc.).

Two other words related to communication are encoding

and decoding. Simply defined, encoding is the act of

transmitting a message while decoding is receiving andunderstanding a message. Aside from being known as

communicator, source, speaker, or transmitter, a person who

transmit a message is also called encoder.


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Feedback

Since communication is a two way channel, the source

and the receiver alternately transmit and receive messages.

This means that although a source initiates or starts a

communication situation, the message he transmits is not onlyreceived by the receiver but is also reacted to by the receiver.

The receivers response or answer to some information or

message from the source is known as feedback.


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Feedbackmay bepositiveornegative. Positive feedback

reinforces or encourages the source, the implications being

that he is doing fine and should continue what he was beendoing. Negative feedback signifies a need for changing,

adjusting, or reassessing the communicators message or

behavior


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Organizational CommunicationOrganizational Communication

Two structures actually make up the communication

channels of any organization: formal and informal. Formalcommunication usually follows the same line and patterns ofan organizational chart while informal communication- oftenreferred to us grapevine- is an unstructured communicationchannel, a form of communication whose lines and routes

change as fast as personal relationships among organizationmembers change. Chismis is the popular local word forinformal communication.

There are three formal communication channels: upward,downward, and horizontal. Informal communication also runsup, down, and across the organization. Clearly communicationin organizations has two basic functions: 1. to give and receivedirections and 2. to give and to receive information.


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An organization needs a considerable number or

communication channels. Higher authority, of course, needs

channels connecting with lower management, supervisors,

staff, workers, and people outside the organization.

The theory is that the more channels people have access

to, the more they likely to communicate; and the more

communication there is, the better it is likely to be.


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Upward communicationsUpward communications

Upward communications give management feedback or

information needed for planning, decision making and

controlling. On the part of the employees, communicating to

management is an opportunity to offer valuable ideas and

management, a means in showing that directives or policiesare understood or accepted by them, or a form of release form

emotional tensions and pressures. The common formal

procedures associated with the upward channels or

organizational communication as follows:


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1.1. Informal discussionInformal discussion..

This procedure involves talking with one or few

employees, the purpose being to make the employee or

employees speak out his or their minds or feelings as openly

as possible. Informal discussions are supposed to make the

participants more at ease, the exchange more spontaneous,

and the atmosphere more conducive to mutual trust and

respect.


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2.2. ReportsReports..

Whether oral and written, reports are among the most

important tools of carrying information upward because they

provide invaluable data which help management arrive at

certain decisions. If made orally, a report may be simple as a

supervisors statement. If written, it may contain only rawdata like monthly financial statement, an employees time

record, minutes of an annual meeting, or simply a listing of

the ten newly hired employees in section.


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3.3. Attitude surveyAttitude survey..

This technique gives employees a chance to expressthemselves anonymously, and hence, honestly. Whenconducted by experts, surveys not only generate a lot ofinformation quickly but also provide statistically valid answersto wide range of questions..

4.4. Grievance procedure.Grievance procedure.

This form of upward communication provides unions andmanagement with formal machinery to air grievances on allpoints of view, often in areas overlooked or consideredinsignificant by supervisors. It gives employees a sense of

involvement and importance.


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5.5. Counseling.Counseling.

Counselors may serve as listening post to manyworkers problems and therefore, provide a means for

releasing the workers pressure and tensions. The result is a

quicker resolution of a grievance or problem.

6.6. Exit interview.Exit interview.

Resigning or terminated employees can offer valuable

information because they usually do not hesitate to make

known their gripes or ideas. Through exit interviews,

employees are given a forum for candor without fear of

reprisals.


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7.7. Union.Union.

Are supposed to represent workers interest and welfare,therefore union representatives are in direct contact with

workers, know what is going on, and are not hesitant about

speaking their minds.

8.8. Formal meeting.Formal meeting.

This is probably the most common communicationtechnique used by business organizations. Formal meeting

usually provide a way for a person of stature to have an impact

on a group.


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9.9. Suggestion system.Suggestion system.

This organizational communication procedure promises tobe an effective source of intelligence for executives if

manage properly. Suggestion work best when employees

know that each suggestion gets the attention of top

management

10.10. Employee publicationEmployee publication..

When featuring a gripe box and/or question and answer

column, an employee publication can be perfect for employees

who wish to remain anonymous or avoid a face to face

encounter with anyone in the company


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Downward communicationsDownward communications

Aside from the directives and orders which employees

receive from management or their supervisors, there are other

means to increase employee awareness, influence their

opinions, and stimulate their sense of belonging. The

following is a list of the top-to- bottom means of

communication


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1.1. Small group meeting.Small group meeting.

This has been found to be the most effective means of twoway communication. Once the information has beenconveyed, employee understanding and commitment can beinsured with a question and answer session and a period offree discussion.

2.2. Company publicationCompany publication..

The newsletter being the most common form, a companypublication can carry a broad range of information whileconveying the official company position on importantissues.


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3.3. Supervisory meeting.Supervisory meeting.

this is used to let the workers hear about company plans,

policies, and the like from the member of the managementwith whom they work directly.

4.4. Mass meetingMass meeting..

a gathering of employees is very effective when the topcompany management wants to make very importantannouncements.

5.5. Letters to employees homes.Letters to employees homes.

A letter mailed to an employees home can generate can

generate more feedback than any other technique.


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6.6. Bulletin boards.Bulletin boards.

These provide a simple means for supplying firsthand

information quickly. To be effective they must be attractiveand constantly changing.

7.7. Insert in pay envelopes.Insert in pay envelopes.

Notes or notices inserted in pay envelopes are certain tobe seen and likely to be read.

8.8. Public address announcement.Public address announcement.

This procedure requires almost no preparation and canreach all employees at once.


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9.9. Posters.Posters.

Posters give information a graphic impact while providinga continuing reminder to all those concerned.

10.10. Open house and plant tours.Open house and plant tours.

These are effective for mass exposure to create interest

and credibility.


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Horizontal CommunicationsHorizontal Communications

Horizontal or lateral communication is a type of intra-

company communication that takes place between sections,

division or departments of the same level. The objective is to

keep people aware of activities in a related department. The

most popular tools used in horizontal communication are the

following.


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1.1. Meeting and conferences.Meeting and conferences.

A meeting may be held to disseminate information, tosolve certain problems, to train the participants or let the

participants brainstorm. Meetings and conferences emphasizes

the philosophy of participative management.

2.2. Seminars and workshop.Seminars and workshop.

These are held to upgrade the knowledge and skills of the

personnel so that they will do their job better, increaseproduction, create greater savings or make optimum use of the

human resources in the company


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3.3. Telephones and Intercoms.Telephones and Intercoms.

Telephones and intercoms reduce, to a large degree, thephysical distance between speakers and provide immediatefeedback without the need of face to face communication.

4.4. Socials.Socials.

These may take the form of testimonial, a luncheonmeeting, a party to welcome a new employee or head. In manycompanies socials have proven to be more than fun occasions

for management and employees because they can turn out tobe excellent opportunity for solving interdepartmental orindividual human relations problem or a status-leveleramong the personnel.


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A. Letters to or from potential customer andA. Letters to or from potential customer and

suppliers:suppliers:

11. Sales letter- letters designed to persuade people either to buy

the product of a business or to utilize its service.

2. Request letter- letters addressed to a supplier of products or

services to request information about a particular product or

service.


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B. Letters to or from established customersB. Letters to or from established customers

and suppliers:and suppliers:

1. Sales inquiry, order, and acknowledgement letters- lettersplanned to communicate business information betweenbusiness institutions.

2. Goodwill lettersletters conveying such expressions ascongratulations, my sympathies, and thank you, their purposeis to strengthen customer relations.

3. Claims and adjustment lettersletters written to correct anymisunderstanding that occurs between parties in businesstransaction.

4. Credit and collection lettersletters that involve paymentsfor items brought or orders or loans made.


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C. Letters from prospective employees andC. Letters from prospective employees and

employers:employers:

A. Application letters- letter written by individual to obtain

employment inquires and follow up letters.

B. Application approval or rejections- letters written by the

firm to individuals confirming or rejecting employment.


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CHAPTER 2CHAPTER 2

APPEARANCE AND FORM OF THEAPPEARANCE AND FORM OF THEBUSINESS LETTERBUSINESS LETTER


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Our appearance communicates. So does the appearance of

a letter. Our letters represent us and our business that is why

appearance should concern us. Besides, it is difficult to avoid

making an evaluation of the writer of his firm based on a firstimpression of his letter. An attractive letter also enables the

reader to focus immediately on the message.


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The Attractive Letter AppearanceThe Attractive Letter Appearance

The elements which contribute to an attractive letter appearanceare:

1. The paper. The quality and the size of the paper upon which

business letters are written vary. Good taste call for white ornearly white unruled paper with a surface not glossy butsmooth to prevent ink from running or blurring.

2. The picture-frame layout. For a business letter to have a

picture-frame layout, margins paragraph balance, and whitespaces must be considered. The picture frame layout and theparagraph balance principles both lead to the effective use ofwhite space. Spacing, which is the distance between lines,must be appropriate to contribute to contrast in a letter layout.


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Business Letter StylesBusiness Letter Styles

A firm may reflect a progressive, conventional oroutdated corporate image through its choice of a letter style.

However, there is no standard by which appropriateness

or inappropriateness of a particular style can be firmlyestablished.

The following outline includes the six commonly usedstyles of arrangement and the three punctuations patters:


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EXAMPLE OF AN INDENTEDEXAMPLE OF AN INDENTED

LETTER STYLELETTER STYLE

The ultraconservative and close punctuation

With 5 space indentations


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September 15,20_____

Mr. Rovier Padilla,

1345 Scout Rallos Street,

Quezon City, Metro Manila 3002

Dear Mr. Padilla:

This letter illustrates the indented form, as you see by a glance at the inside address and the closing lines. Ineach of these groups, the lines are tab- indented in steps of five spaces, too.

One care to be exercised when you use the indented letter form is to make sure that none of the final lines

projects into the right margin: you must start the complimentary closing far enough to the left to assure there is room forall the closing lines.

This letter also illustrates the closed form of punctuation. Each of the displayed opening and closing lines isclosed by a punctuation mark.

Neither the indented arrangement nor closed punctuation pattern is commonly used in the United States, butthey are both very popular (especially when use together) in Mexico, Canada, and Europe.

Yours very sincerely,

Robertini A. Llanes,

Training Director.

Ecr.

Enclosure (3).


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In the full-blockletter style each line of the entire

letter begins on the left margin. It saves typing time sincethe tabulator is not used in setting up the letter.

The simplified letter style is essentially the same asthe full-block style. The differences are:

1. the absence of a salutation or complimentary close,

2. the use of a subject line in a capital letters as substitutefor the salutation, and

3. the listings in the message are indented five spaces,

except when these are numbered or lettered. Thesimplified letter style is simple to prepare, save time andencourages directness.


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EXAMPLE OF SEMI-BLOCKED LETTER

STYLE

Conservative

Executive

With attention line and cc notation


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EXAMPLE OF FULL-BLOCKED

LETER STYLE

vigorous

aggressive

with subject line and open punctuation


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May 13, 19________

Mrs. Shirley Alcoriza

Delphi Development Center

C.M. Recto, Metro Manila

Dear Mrs. Alcoriza

Subject: Form of a Full-Blocked Letter

This letter is set up in the full-blocked style in which every line begins at the left margin. A few companies modify itby moving the date to the right, but most firms use it as shown here. Because this style is the fastest to type, it isconsidered very modern. It is natural, although not necessary, to use open punctuation with the style of letter.

This letter also illustrates one arrangement of the subject line, which may be used with any style of letter. Like anattention line, a subject line may be typed with underscored of capitals. In a full-blocked letter, it must be blocked inother letter styles; it may be blocked or centered. It always appears after the salutation and before the body, for it isconsidered a part of the body.

Legal firms and the legal departments of companies sometimes prefer to use the Latin terms Re or In Re instead of theEnglish word Subject.

Yours very sincerely

Mercedes Pascua

Documentation Department

ecr


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EXAMPLE OF SIMPLIFIE LETTER

STYLE

the efficiency experts

with open and full-block design


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For advertising and sales letters, the hanging style

attracts the readers attention to the beginning of each

paragraph. The style is similar to the modified block except

that the first line of each paragraph is not indented, while the

second and all other paragraph lines are indented five of ten

spaces


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EXAMPLE OF HANGING-INDENTED

LETER STYLE

for super-display salesmanship

with paragraph assigners name displayed

July 13, 2009_____


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To all the Secretaries Who

Need a Way to Display

A Special Sales Letter

so It Looks Special

Dear Ready-for-Rescue:

Yes, this is a hanging-indented letter, with a key word hanging in the margin at the start of

Each Paragraph and with other lines indented.

Yes, this letter style takes attentive production. You set a tab stop some appropriate number of

spaces in from the margin and indent all line except the first one in each paragraph.

Yes, the hanging indented style is designed solely for sales promotion this form is too

cumber-some for ordinary correspondence. Since the whole point of the display is to

feature those paragraph starters, the letter has to be prepared especially to fit this arrangement.

Yes, indicating the signers name in the reference position, as below, instead of below the space where he signsthe letter is a procedure that may be used with any form of letter.

It is a good device to use when a singer has a signature he likes but which is illegible.

Yours very truly,

LETTER STYLES, INC.

Vice-President, Sales

LS Llanes/ecr


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Th Pl t f L tt P tTh Pl t f L tt P t


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The Placement of Letter PartsThe Placement of Letter Parts

In addition to the over-all letter appearance and layout,

the individual parts of a letter, through effective, proper, up-to-date placement and usage, contribute to the lettersattractiveness. The following business letter parts, thoughnot found in every letter, are in common use today:

1. Heading or letterhead 7. Body or message

2. Date or dateline 8. Complimentary close

3. Inside address 9. Signature block

4. Attention line 10. Reference initials

5. Salutation 11. Enclosure notation

6. Subject line 12. cc notation

13. Postscript


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1 Heading or Letterhead In most businesses the heading is


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1. Heading or Letterhead. In most businesses, the heading isthe letterhead printed on the stationery. When letterhead paperis not used, however, street address, city and country and zipcode are typed on the top lines immediately above the date.

The heading parts thus contain the information that the readerneeds to answer the letter and to file the letter for officereference.

2. Date or Dateline. The date maybe type left, right, orcentered depending on the letter style used. On letterheadpaper, only the date is entered at least two spaces below thelast line of the printed heading. The dateline styles accepted in

business not abbreviate or use a number to indicate the month.

3. Inside address. The inside address consist of the name andthe title of the addressee, the company name, the streetaddress, and the city and country.


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Any of the following forms of inside address are appropriate:

Dr. Rodolfo T. De Lara

President, IDEAS, Inc.

927 M. Street, Makati 713

Prof. Sonia Aborro

Los Baos, Laguna

Katha Publishing Co., Inc.

388 Quezon Blvd.Quezon City 2725


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44. Attention line. The use of the attention line is diminishing as allmail except that marked personal, is opened before distribution. It is partof the address and should be typed two spaces below the inside address. Itdirects the message to a specific person in the company. On the envelope,

the attention line should be typed in the lower left corner. Any of thefollowing styles is acceptable:

Llanes Realty Company

Guiguinto, Bulacan

Philippines 2725

Attention of Mr. R.A. Llanes

Llanes Realty Company

Guiguinto, Bulacan

Philippines 2725

Attention: Mr. R.A. Llanes


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5. Salutation. The salutation, a form of common courtesy

extended in business, is typed double space below the inside

address, or the attention line may be used. The degree of

formality used in salutation depends on how well the writer

knows the reader.

6. Attention line. The subject line, though not appropriate in

all letters, tells the reader what the letter is all about. It is type

double space below the salutation. It may type in full capitals

or underlined for emphasis. It is part of the body of the letter.

7. Body. The body is the message. The body of the letter is

single- spaced with double spacing between paragraphs except

in very short letters when the body is double spaced.


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11. Enclosure notations.

The enclosure notation indicates that something

accompanies the letter in the same envelope or container.Some writers abbreviate the word enclosure to encl or enc.,but the preferred method is to use the complete word. Theinformation confirms to the writer and his secretary the

presence of enclosures when the letter is received. Someaccepted enclosure notation styles are:

Enclosure Enclosures: Book

Check

Enclosure: Contact Enclosures: 1. Memo

2. Check3. Contract


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13. Blind Carbon Copy (bcc) Notation.

A bcc notation appears only on the original copy of the

letter, not on carbon copies as the writer wishes to send a copy

to a person other than the addressee, but does not want the

addressee to know that he is doing so. The writer should retain

the copy with a cc or bcc notation for his files.

14. Confidential and Mailing Notation.

The fact that the letter is confidential or similar nature

must be indicated on all copies of the letter. Such notations

may be type below the date or below the reference initials. A

note indicating the special postal service such as registered or

certified mail should be indicated on all copies of the letter.


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Two-Page lettersTwo-Page letters

Special attention must be given to the heading of thesecond and succeeding pages, which must be typed aboutone inch from the top of each page. It identifies the letter forfiling purposes of both the writer and the reader. A two-

page letter must include the firms name in capital letters in

the signature block, even though letter head paper is used tothe first page.

The heading of the second pages contains the followinginformation.

1. addressees name,

2. page number and

3. date.


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The envelope.The envelope.

The envelope address should be exactly the same as theletters. The address should be well centered. It takes the same

form-blocked or indented as the inside address. The inside

address, though, is always single spaced but on the envelope, a

four line address is single spaced and a three line address is

double spaced.


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Qualities of Effective Business LetterQualities of Effective Business Letter


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QQ

A business letter which effectively communicates is not

only physically attractive but also well written. A writersstyle or the way he expresses his ideas depends upon his total

personality, consisting of his verbal intelligence, hisrelationship with people, and his social, emotional, andintellectual maturity.

Good writing is the product of:

1. sound mind which enables a person to think clearly andlogically:

2. knowledge of human behavior;

3. humility, sincerity, and an altruistic attitude..


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ConcisenessConciseness

Concise writing involves the expression of an idea in thefewest possible word without sacrificing completeness or

clearness of the meaning. It is being brief but understandable

and forceful. It knows when to stop writing when the job is

done. Many people use words extravagantly, not knowing that

their verbal extravagance often makes their expression less

forceful and meaningful. In fact, a number of professional

writers and speakers still need to convince that one carefully

chosen word is usually more effective than four or five words

taken at random. A conciseness achieved by omittingunnecessary details, or by condensing unimportant ideas to

their essentials, or by eliminating unnecessary words.


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CoherenceCoherence


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CoherenceCoherence

Coherence, which means the process of sticking together,is one of three levels coherence within paragraphs, coherence

with sentence in a paragraph, and coherence within the wordin a sentence. Coherence within paragraphs in the letter isachieved by means of planning and outlining. Planninginvolves listing down the things you want say and making surethey are in the right order.

Generally, the writer of a well planned business letteruses the three paragraph approach which includes thefollowing:

1. an introductory paragraph explaining the topic of the letterand possibly referring to a previous correspondence;

2. a middle paragraph which contains the body of the letter;

3. a final paragraph which sums up and explains what courseof action to take.


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To avoid this kind of error, you should consider the following

suggestions:

1. Avoid dangling modifiers. A dangling modifier refers to the

wrong word or to no word in a sentence.

2. Make a certain that a modifier refers clearly to the word or

words modified.

3. Place words like only and phrases like at least where they

convey exactly what you mean.

CC t


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CourtesyCourtesy

Courtesy is a mental attitude, a way of life among people

living in a polite society. It means recognizing and having

respect for the value and worth of other people. It further

means consideration, friendliness, and willingness to serve

others.

The ingredients of courtesy are the following:

1. a positive attitude;

2. an other centered attitude;

3. a sincere and personal relationship with people;4. a willingness to serve.


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Among the various methods of paragraph development are theAmong the various methods of paragraph development are thef ll i


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following:following:

11. Series of question. The writer can arouse the readers

interest by asking a series of questions.

2. Statement. The writer gives a strong suggestion and givesdetails to arouse the readers interest and desire.

3. Definitions. The subject of the paragraph is defined andparticulars are given.

4. Cause-effect. The paragraph begins by stating the problem,

and then explains the circumstances which brought it about.

5. Origin. One way of giving the reader a clearerunderstanding of the subject is by showing the origin of thesubject of the letter and then by tracing its development.


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6. Deductive. This paragraph begins with a general statement,

then proceeds to giving supportive details

7. Narration. The incident which led to the situation or

problems is narrated. The writer must see to it that the facts

are accurate. Objective, factual reporting is necessary.

8. Analogy. The likeness of two things is shown in terms of

their attitudes, circumstances or effects


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An inquiry letter may contain the followingAn inquiry letter may contain the following::


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An inquiry letter may contain the followingAn inquiry letter may contain the following::

First paragraph - state your request and the purpose of theinformation

Second paragraph - explain the details of the specific

information needed and its possible uses.This is optional- you may explain the

advantage of the request to the reader if

granted. Also, you may explain, without

resorting flattery, why you have to

addressed your inquiry to the reader


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Third paragraph - state the specific course of an action you

may expect from the reader. Close

felicitously. Facilitate action by enclosinga stamped, self addressed enveloped or by

giving your telephone number. Suggest

that you are willing to return the favor if an

opportunity arises.

For quick, positive response, an inquiry letter must be

straightforward, compact, and courteous inquiry uses please

and thank you.


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Reply lettersReply letters

Any reputable organization should adopt the policy ofsending replies to inquiries to maintain its publics goodwill.

Replies should be handled promptly, cheerfully, and

competently.

A reply to an inquiry may contain the followinginformation:

First paragraph - express appreciation for

the writers interest in yourcompany, its products, or its

services.


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i f l lk d i d k h d i b i


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4. Brief sales talk designed to make the customer and in being

of further service

5. Expression of pleasure and interest in serving the customer

and in being of further service.


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CHAPTER 6CHAPTER 6

EMPLOYMENT LETTERSEMPLOYMENT LETTERS


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The Application Letter as a Sales LetterThe Application Letter as a Sales Letter


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The Application Letter as a Sales LetterThe Application Letter as a Sales Letter

There is actually not much difference between an

application letter and a sales letter because both are sellingpropositions: the application letter attempts to sell you to aprospective employer.

Purpose: To present as attractively as possible your peculiar

fitness for a particular job and the benefit of benefits theprospective employer will get if he employs someone whopossess special qualities, a positive personality, and a capacityto grow. If your letter is convincing, your qualifications beingattractively presented, you may be granted an interview afterwhich you may go through a series pf recruitment procedures

and eventually fill the hob you have applied for.

An application letter is not an autobiography. It is notexpected to include information that has no relevance to the

position you are applying for.

Selling Principles for an Effective ApplicationSelling Principles for an Effective Application


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LetterLetter

1. Convince the prospective employer by showing you meetthe requirements of the position present your desirable

qualifications and d express your desire to contribute

something for the food of the company.

2. Catch the employers attention or interest by giving thepurpose of the letter make known the job you want to fill,

indicated how you came to know about the job opening, and

give the requirements of the position.

3. Prompt the prospective employer to act by offeringreferences and by asking for an interview.

Kinds of Application LettersKinds of Application Letters


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Kinds of Application LettersKinds of Application Letters

1. Solicited is written to answer an advertisement about ajob opening (a Want-ad). When writing a solicited letter,

you should keep in mind that there are probably many other

letters written to answer the same advertisement. You

should, therefore, make sure that the letter you write appearsbetter than the other letters if you wish it to read closely or

considered favorably.

The following want-ad may have attracted a number ofreplies after it came out in the papers. The replies to this

advertisement are, of course, properly celled solicited

application letters.

WANTED

ACCOUNTANT


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ACCOUNTANT

SECRETARY

COLLECTORBusiness Management Major

2 yrs. Exp.

Marketing Major

Mechanical Engineer

Electrician

Building Administrator

with exp.CONTACT

Tel.nos. 35-65-51 to 54

Or 673-6336 to 39

2. Unsolicited is written to a prospective employer who


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has not placed a want-ad in any publication. An applicant

sends an unsolicited because he believes some opening

exists or is expected to exist or because someone has toldhim am opening does exist.

The unsolicited letter is sometimes called a prospecting or

cold application. Its chief advantage is the likelihood that

there are fewer applicants or no other applicant with whomone competes. The advantages are, of course, that there is

no assurance of an opening and that the written must

determine for him the qualification is which the employer

will be very interested.

When the applicant hears of an opening indirectly, or

when some friend or agency tells him of a vacancy, it is

advisable to refer to this person or agency in the

introductory paragraph.


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Middle paragraph(s) or body mention that data sheet is


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enclosed in the letter

mention, if you wish, your

reason for changing jobs

or indicate that references

are given on the data sheet

say when you can be hired

ask for an interview at

readers convenient time

Final paragraph or conclusion indicate how you can be

reached (give postal address


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reached (give postal address

or telephone number)

Remember:

Both the appearance and content of the letter will give away

your personality and work attitudes. If your applicationletter has many erasures or smudges, or if it is poorly

arranged, you create the impression of sloppiness or

carelessness. It is important, therefore, that your letter appear

as impressive as possible.

The Introductory paragraphThe Introductory paragraph


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it should easily attract attention and maintain the readersinterest. A challenging introduction may inspire the employer to

finish reading your letter and to grant you a personal interview.

Examples;

Is there a place in your company for a young man who has beenthoroughly trained in salesmanship and who has experience in the

operation of a bookstore? If so, I believe I can be a valuable assetto your company should I fill the position of branch storemanager advertised in yesterdays issue of Bulletin Today.

Are you looking for someone who has had successful

management experience and who is willing to work hard to serveyour company? If your answer is yes, then I believe I can proveto you that I can fill the position of marketing manager which youadvertised in todays issue of Daily Express.

A summary statement of your special qualifications can be


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A summary statement of your special qualifications can be

another effective introduction for your application letter:

A two-year course in advanced computer programming

at the Institute of Advanced Computer Technology has

prepared me for the position of systems programmer you

advertised in todays issue of Bulletin Today.

My five years experience as mechanical engineer in a

multinational company has prepared me for the position of

senior mechanical engineer of your company. Will you pleaseconsider me for the position?


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The BodyThe Body..


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The body of your application letter or its middleparagraph must be supported in the next paragraph orparagraphs should, therefore, present the most important factsabout your education and business experience and shouldmake reference to the enclosed data sheet. You may also

mention your reason for wanting to be employed in thecompany to which you are applying and give tow or threenames as references. If there is not enough space foereferences, you may include them in the personal data sheet

but you must indicate this in the letter. In listing the

references, you must also secure their permission beforeincluding themon the list.

The Conclusion.The Conclusion.


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A good sales letter must end with the statement that tells

the reader what the writer wishes him to do. This is true of the

application letter: because its purpose is to ask for an

interview, the writer should say so at the end of the letter. As

in introductory paragraph, you must avoid any weak,

unoriginal, or anxious expression in the concluding paragraph.


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Observe how the following application letters,

the first one solicited and the other one

unsolicited, apply the principles of effective

letter writing:

3477 Magsaysay Boulevard

Sta. Mesa, Metro Manila

August 29 2009


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August 29, 2009

The Personnel Officer

P.O. Box 381

Manila

Dear Sir;

May I apply for the position of junior marketing analyst which you advertised intodays issue of Bulletin Today?

Just last year, I received the bachelors degree in Marketing from the University ofSanto Tomas. Right after graduation, I was hired as sales counselor by V.V.Soliven and Company where I received some training in real estate brokerage.

While working for V.V. Soliven, I took special courses in computer programmingand business communication at the Executive Development Academy.

In college, I was president of the Marketing Club, vice-president of the StudentCatholic Action, Press Relations Officer of the junior Public elations Society, andAssociate Editor of the Varsitarian I was also a recipient of three gold medals and two


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Associate Editor of the Varsitarian. I was also a recipient of three gold medals and twosilver medals for winning oratorical, debate, extemporaneous speaking and writingcontests. In my last year of college, I received a plaque foe academic excellence and a

medallion for student leadership.

In as much as the position you advertise, involves data-gathering and processingthrough computers, I am interested in working for your company.

I am Filipino twenty-two years old, single, and in excellent health. On the enclosed

data sheet, you will find references as well as further data about me.

May I call on you for a personal interview? You can reach me by telephone, 793-2461;12:30 1:30 p.m., Monday to Friday, or 642-1386,6-9 p.m., every day.

Yours very truly,


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Filli t A li ti FFilli t A li ti F


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Filling out an Application FormFilling out an Application Form

Besides writing an application letter and a data sheet, you

may still have to fill out an application form prepared by the

company to which you are applying. An application form also

provides information about you which your application letterand data sheet may mot be able to give your penmanship,

your accuracy, and carefulness in answering questions, your

neatness, and your ability to follow written instructions.


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What you should never forget when you apply for a job is

that you accomplish or fill out an application form as


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accurately, as completely, and as legibly as possibly. Here are

some suggestions to follow:

1. Refrain from asking many or unnecessary questions. Youshould be familiar with the type of questions usually asked onan application form.

2. Write clearly. Your handwriting does not have to be artistic,but it must be readable. If the interviewer has difficultyreading your writing, you only prove you are not worthinterviewing at all.

3. Make sure all information youve written down is correct.

4. Fill each blank as much as possible. If the information askedfor does not apply to you, write not applicable pr draw aline through that space.

5. Follow instructions correctly.


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f fTh L f R f l


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The Letter of RefusalThe Letter of Refusal

If you have to turn down a job offer for one reason or

another, it is usually advisable to write a letter of refusal

tactfully stating your reason or reasons for declining the offer.


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Types of ClaimsTypes of Claims


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1. Merchandise Claims This type involves orders incorrectlyfilled, merchandise whose quality is unsatisfactory, andgoods damaged or delayed in shipment.

2. Amounts of Money Claims This type involves errors in

statements and invoices and misunderstandings with regardto price or terms of payment.

3. Service Claims This type concerns delays in filling ordersfor service, discourteous treatment by employees, and failure

to make a follow-up of an earlier incomplete service.


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Example of Amount of Money ClaimExample of Amount of Money Claim


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Gentlemen:

Just this morning, I received your receipt no. 03689 of May 8,amounting to P300 and representing the purchase of anEverlast collapsible tray cart.

As advertised by Daily Express (April 2), this item was on salefor the whole month of April, and since I mailed my letter

before the end of the sale period.

Very truly yours,


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Rules for Writing Adjustment letterRules for Writing Adjustment letter

1. Regardless of who is at fault, the deal adjustment letter shouldh i ht t th t t th t th h bj ti t


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show right at the start that the company has no objections toreceiving complaints,

2. Reply promptly. A pronto reply to a complaint makes thecustomer feel that he s treated fairly, that his problem isimportant enough to call for immediate attention.

3. Show the customer that you understand his problem. Asympathetic attitude certainly has the effect of pacifying an

aggrieved person. Those with any grievance want someone tounderstand why they feel as they do.

4. Tell the customer exactly what you are gong to do about theproblem. A customer who has a claim against a companywants to know what is being done about his claim. If the

claim is to be granted, this fact should be made knownimmediately, and an explanation of how it is to be doneshould also be made.

5. Avoid negative words and accusations.


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Explanation of factsExplanation of facts

Although Foreign Affairs Digest comes out only once a


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Although Foreign Affairs Digest comes out only once amonth, it is published on a carefully schedule which must be

followed strictly if copies are to reach you promptly. N recentweeks, however, production and transportation problems,which are not ordinarily experienced by the publicationsSingapore-based publisher, have caused a few shipments toreach Metro Manila late, thus affecting delivery by the CentralPost Office.

Statement of ActionStatement of Action

We have given this matter serious attention, and we are

exerting top make the dispatch schedule in the coming monthsfollowed with greater regularity. We have also reviewedtransportation facilities to make sure that deliveries willalways be as prompt as possible.

Expression of goodwill and assuranceExpression of goodwill and assurance


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We appreciate your writing us, and we assure you that every

effort will be made to give you the kind of service you havethe right to expect.

Cordially yours,


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In todays business, the role of the collection man s

related to the roles played by the sales and credit man. The

three must coordinate with one another of the result s a

problem n business operation. The salesman seeks sales,

mostly on credit, while the credit man who more often than

not is also the collection man aims to increase the volume of

business through credit.

Six types of Credit LetterSix types of Credit Letter

1. Letters Requesting Credit Information


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q g

The credit man may write either to the customer or to a third party or both to

secure the credit information he needs.Example:

Dear Ms. Duque:

We are pleased to receive your initial order for our new cosmetic lines.

To help us fill your order on open account as promptly as possible, please fill

and return the enclosed Credit Application blank form together with a recent

financial statement and the names and addresses of three firms which now

extend credit to you.

Thank you for your cooperation in this matter. We look forward to the

opportunity of serving you.

Very truly yours,

L tt Gi i I f ti


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2.2. Letters Giving Information

The credit man may be asked to furnish information abouthis own firm or about a company with which his firm does

business.

Gentlemen:

We are glad to submit the information you requested with the


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g y qregard to the establishing of an open account with your

company.

Attached is our most recent profit and loss statement andbalance sheet. Listed below are companies with which wehave done business on credit for at least five years:

Baliwag Touch, Inc.

Baliwag, Bulacan

Crownwood Furnitures, Inc.

Baliwag, BulacanRovirey Industries, Inc.

Guiguinto, Bilacan

Very truly yours,

3.3. Letters Granting CreditLetters Grantin

g Credit


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Contents:

1. the credit grant

2. a statement of terms

3. a sales talk on products quality, type of service, etc.

4.

an expression of appreciation

The letter granting credit offers good opportunities to create

favorable impressions about the company, pleasure in

opening an account, and anticipation of a pleasant,profitable relationship.


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4.4. Letter Refusing CreditLetter Refusin

g Credit


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The Letter refusing credit must be properly handled so

that, while it refuses, credit is still able to retain thecustomers goodwill.

The tome of the letter must be sympathetic and tactful, itsaim being to turn the customer into a cash customer by

presenting the advantages of cash buying or the desirability

of merchandise.

5.5. Inviting new Credit AccountsInviting new Credit Accounts

Letters inviting new credit accounts are generallypracticed by retail stores. The letters may be written toinvite new accounts either from customers, or from potentialcustomers. It has been proven that individuals with creditaccounts tend to buy more often and to buy more at a timethan cash customers.

Example:Example:

Dear Ms. Austero:


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Have you visited our new Cubao branch at FarmersMarket? All roads, as they say, have led to our branch sinceopening.

If you have visited the sore, you will surely agree with methat this should be your store for your apparel needs and thata charge account cam be a real shopping convenience

Very truly yours,

6.6. Reactivating Old Credit AccountsReactivating Old Credit Accounts

The credit man must take constructive action when a reliablecredit customer stops using his account.

The Collection LettersThe Collection Letters

When credit customers fail to pay their accounts promptly, collection lettersbecome necessary.


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Characteristics:

Promptness. Attempts to collect after an account becomes de must not beprocrastinated.

Regularity. Debtors are impressed with collection practices that are efficient and

systematic.

Understanding. Understanding involves adaptability to the types of debtorinvolved, flexibility to meet unforeseen circumstances and human relationsskills

Increasing forcefulness. The collection process involves a series of letters thatprogress from reminders to ultimatums.

Good tone. Collection letters involve the debtors most cherished possession hisown personality an d reputation,

CHAPTER 9CHAPTER 9


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INVITATION, ANNOUNCEMENT,INVITATION, ANNOUNCEMENT,

APPRECIATION, ANDAPPRECIATION, ANDSYMPATHY LETTERSSYMPATHY LETTERS

Pointers:Pointers:


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1. Call the person by his correct name. Use correct titles suchasDr., Eng., Atty., and the like

2. Make the letter personal in the salutation by using theexpression Dear Mr. Inocencio instead of the impersonal

Dear Sir, Dear Madam, and the like.

3. In closing the letter, use terms that harmonize with a warmpersonal such as Sincerely yours, Cordially yours, and the

like.

4. Make the letter radiate warmth, friendship, and sincerity.

InvitationInvitation

Letters that in ite req est the readers presence The


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Letters that invite request the readers presence. They

should contain all the information which the reader shouldknow. Hence, they should answer what, where, when, who,

and why.

An invitation letter should give the reader the impression

of or sincerity in inviting him, without necessarily resorting to

flattery.

Letter of Thanks/AppreciationLetter of Thanks/Appreciation

One letter that is certain to create a lot of goodwill is the

letter of thanks or appreciation.

Letter of Sympathy or CondolenceLetter of S

ympathy or Condolence


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One of the most difficult letters to write is the letter of

sympathy or condolence. Just like the letter of appreciation, aletter of sympathy should come from the heart it should

completely sincere.

CHAPTER 10


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INTRODUCTION, REFERENCE, ANDINTRODUCTION, REFERENCE, AND

RECOMMENDATION LETTERSRECOMMENDATION LETTERS

IntroductionIntroduction

In a letter of introduction, the writer gives information about the bearers (theperson being introduced) character, reputation and record. The letter is unsealed.It normally accompanies the bearer and acts as an introduction to another person or

V f h i hi d i h b


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company. Very often the writer requests his correspondent to assist the bearer nsome way.

RecommendationRecommendation

It is an endorsement of someones ability or personal qualities. It may be written torecommend someone for another job, for a scholarship, or for membership n an

organization.Contents:

1. Purpose of the Letter

2. Qualifications of the work of the person

3. recommendation to the reader

ReferencesReferences

A letter of reference gives information about a persons ability and/or personalqualities. It is placed in a sealed envelope because it conrains confidentialinformation.


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The Importance of ReportThe Importance of Report


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1. To provide efficient dissemination of current

information

2. To provide a permanent record of

information recently obtained.

The Definition of ReportThe Definition of Report

A business report is a systematic and objective communication offactual information to achieve a specific purpose or purposes This


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factual information to achieve a specific purpose or purposes. Thisdefinition of report makes the report writer see the distinction

between report writing and their types of writing. The definitiondiscloses the qualities of report writing, systematic, objective,factual, informative, and functional.

1. Systematic A report involves careful planning and preparation

2. Objective Objectivity can be achieved when the writer presentsand analyzes facts without regard to his personal beliefs andattitudes.

3. Factual The writer presents documented facts and ideas researchedfrom various sources.

4. Informative The writer gives all the facts necessary to enable thereader to understand the report.

5. Functional Reports are intended to provide useful and informationto the reader, to get results and to get things done.

Classification of ReportsClassification of Reports

hi f l ifi i i b d bj


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Subject-matter. This type of classification is based on subject

fields such as accounting, economics, engineering and the like.

Time-interval. They are routine weekly and monthly reportsmade by salesman, periodic report of progress in bigcorporations annual report of operations.

Function. These are informational and analytical reports.Informational reports present facts bearing on the subject.

Formality. Formal reports are those that are dressed up and areappropriately worded to fit the requirements of a very formaloccasion.

Authorship. Reports may be private or public. Private report whichis prepared or written by those engaged in private business isconsidered private report, while those prepared by the staff of

public institutions are considered public reports.


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Format. The physical format of the report varies with the expectedoutcomes, the use to make of it, and the formality of the situation.

Types of Reports

1. Filled-in-blanks, in which the consequences are predeterminedby the designer

2. The memorandum report, which usually has TO, FROM,

SUBJECT format.

3. The letter report, which is a letter more formal than thememorandum. It has a business letter format.

5. Booklets, which are report of book lengths. They contain

covers, title pages, sometimes table of contents, and

sometime covering letters of transmittal, depending on their


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purpose, readers, and length.

6. The Short Report, which consists of ten pages or less.

Such report is of temporary or current interest, and

presented with pages informally stapled together.

7. The long, formal report which is a report in gala dress, to

suit the requirements of a formal situation. It includes

prefatory parts, the text, and the supplemental parts.

Working Plan for ResearchWorking Plan for Research

Steps


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Steps

1. Deciding on a Subject of Problem2. Identification of the Problem and objectives of the Study

3. Preliminary Investigation and Conducting a Situation

Analysis

3.1 Conceptual on Theoretical Framework

3.11 Review of Literature and Related

Studies

3.12 Conceptual Framework3.13 Working Hypothesis

3.14 Definition of Terms/Variables

3.2 Deciding what types of study should be conducted

4 Development of a Research Design

4 1 Determining Type of Information Needed


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4.1 Determining Type of Information Needed

4.2 Primary Data4.3 Secondary Data

4.4 Deciding on Information Sources

4.5 Internal Sources

4.6 External Sources

4.7 Deciding on Data

4.31 Survey Method

4.311 Questionnaire

4 32 Experimentation


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4.32 Experimentation

4.33 Observation Method5. Presentation and Execution of Research Findings

6. Follow-up the Study

The Research ReportThe Research Report


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A research report presents the findings of the

investigation of a problem which arose from a situation of

needed or pf unsolved difficulties. It employs any one or more

of the methods of research: survey, observation, interrogation,and bibliographical research.

Five Main Parts:Five Main Parts:

Introduction. This may be in Chapter 1, of it is short, it may


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Introduction. This may be in Chapter 1, of it is short, it maysimply be headed as Introduction. In long, complicatedreports, the introduction consists of the following:

1. Background of the Study. This is a brief presentation of the Scope and Delimitation of the Study. Limits of thestudy should be properly defined the scope especially state thenumber of subjects/respondents (research population),instruments or research design. source of the problem and adescription of the events which suggested the research.

2. Statement of the Problem. The problem should be statedprecisely, accurately, and clearly.

3. Significance of the Study. This part explains why theproblem investigated is important and what significance theresult has.


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4. Scope and Delimitation of the Study. Limits of the studyshould be properly defined the scope especially state thenumber of subjects/respondents (research population),instruments or research design.

5. Hypothesis. These are conjectural statements ofrelationships between two or more variables. Thesestatements are based on existing information (commonknowledge) and are tested experimentally or empirically.

Research Methods and ProceduresResearch Methods and Procedures

This section includes description of the sources of the data,


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s sect o c udes desc pt o o t e sou ces o t e data,

the data gathering procedure, instruments used, the dataprocessing techniques and statistical treatment(s) applied.

1. Research Population. The report should include

information on who the respondents are, how many they areand how they were selected.

2. Procedure. Techniques, devices and procedures should

be described in complete data.

3.

Data-gathering instruments. A description of theadoption, construction and administration of instruments

should be included

4. Statistical Techniques. A statement of a statistical

techniques should be given. If the statistical technique used

is new, a formula should e given..


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, g .

Results and FindingsResults and Findings

This section presents a summary of the collected data and

the statistical treatment applied to them. Actually, the data

presented must be those which directly answer the research

questions and hypothesis. The results should be presented

in a straight forward and unbiased way.

Summary, Conclusions and RecommendationsSummary, Conclusions and Recommendations

This last section of the body of the report contains an

overview of the research.


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-End-

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