Topic 1 Networking at the Workplace

1.1Starting a conversation

a. Introduce yourself: You need to use the right words, smile

and eye contact

Good morning, may I introduce myself?My name is ... and I’m from the marketing department

b. Introduce others: you need to mention the name and position

of those you are introducing.

Hi everyone, meet ...She is my personal assistant.

1.2 Making small talk:

chatting about things not related to anything in particular. Do not

talk about political, racial or personal issues. Talk about

holidays, weather etc. Start with exploratory questions or

statement to see whether person is eager to talk.

When you are at a loss for words, you can resort to „ice breakers‰ such as the following:_ How was your journey?_ Is this your first visit to...?_ Where are you staying?_ How has your visit been so far?_ Do you need any help or information?_ Tell me more about your country.

1.3Getting down to business

a. In conversing with people at your workplace, you will need to describe

your job and organisation. You need to project a positive professional

image of yourself and your organisation.

Below are examples of questions commonly asked and phrases often used when people talk about their jobs or organisations:

(i) Which company are you with? I am with XYZ.(ii) What do you do at XYZ Company? I am in charge of marketing.

I am responsible for sales. I recruit and train employees.

b. You need to be familiar with the products or services that your

company specialise in. What does your organisation focus on? Does

it provide a product, a service, or both? Sometimes, a company is

described in terms of the products or services it offers. For example:

_ We design software._ We build storage units._ WeÊre in the insurance business.

c. The differences between sole proprietorship, partnership and

corporation.

A sole proprietorship - is an unincorporated business owned by oneperson. It is the most simple and basic form of business organisation. Withoutthe owner, the business would not exist. The sole business owner assumes all responsibilities, liabilities and risks, and of course takes all the profit.

A partnership - is established by two or more people. All the partnerscontribute something to the business _ money, labour, skills or property _and share the profits.

Corporations are businesses where the shareholders transfer money and/orproperty for the company’s capital stock. Profits are distributed accordingto investment in the capital stock. A corporation can take some of the samedeductions as a sole proprietorship, while enjoying special tax deductions.

LogoMost companies have their own logos to give them a sense of identity Logos are also a form of branding to build the company’s image. Some logos are recognised all over the world, for example, McDonald’s, NikeÊs „ and Shell

Topic 2 Basic telephone skills

2.1Getting ready:

a. Before calling:

i. Think about a suitable time to call

ii. What is your objective/s of calling?

iii. Anticipate question from the other person

iv. Have pen and papers ready

v. Update yourself of the most recent conversation

vi. Desk calendar ready at hand

vii. Fax ahead if it is your first call

2.2receiving calls

train staff to be:

(a) BRIEF - Do not beat about the bush and waste the call recipient’s time;(b) CLEAR - Explain the background and purpose of your call; and(c) POLITE - Recognise and accept the other person’s point of view.

2.2.1telephone etiquette

a. answer phone promptly

b. identify yourself right away

c. use caller’s name

d. resolve caller’s problem, if not pass on to another and give reason

why

e. sound positive

f.reduce jargon

g. speak at appropriate pace

h. practise active listening

i. end the call with politely, Thank you

Do not:(i) Eat and drink while talking on the phone.(ii) Be too familiar with the person on the other end of the phone.(iii) Talk to someone else in your office while you are still on the phone.(iv) Allow too much background noise.(v) Speak too quietly or loudly.

(vi) Use rude language

2.2.2 I’m calling because

Business calls: you need to save time by quickly asking probing questions

to get more information about the telephone call. You need to: example

complain about the product

i. Identify the problem

ii. Verify the product

iii. Determine if warranty applies

iv. Ascertain how the product has been used

v. Find out what steps have been taken to rectify the problem

2.2.3 Common telephone words

Learn and use standard phrases used in phone calls (p27)

(a) Introducing yourself:_ Hello, Chan and Lee Clinic._ Good morning, this is Mariam._ Kenny speaking._ Good evening, Harris, Open University Malaysia._ Hi, my nameÊs .................. and IÊm calling from ..........................

(b) Finding out who is on the telephone:_ Excuse me, who is this please?_ May I ask who is calling, please?_ WhoÊs speaking?

(c) Asking for someone:_ Is Bob in, please?_ Can I have extension 3421, please? (extensions are internalnumbers at a company)_ IÊd like to speak to Max Thambirajah._ Can you put me through to Steven, please?_(d) Connecting someone:_ Certainly, hold on a minute, I'll put you through ..._ Can you hold the line?

_ Can you hang on a moment, please?

(e) Saying that someone is not available:_ I'm afraid he's out at the moment._ IÊm sorry but the line is engaged... (when the extensionrequested is being used)._ IÊm sorry but Jack is not in at the moment._ Paul is on leave today._ Jim is in a meeting._ .................................................................................................................(f) Asking the other person to repeat what was said:_ IÊm sorry, but can you say that again?_ Pardon?_ Can you spell that please?_ .................................................................................................................(g) Ending a call:_ Thank you for calling._ Thank you very much for your help.

_ Okay, IÊll check the details and get back to you later._ I think that covers everything._ IÊll come by your office on Monday at 10am._ .............................................................................................................

Operator : Hello, Aidah, Open University Malaysia. How can I helpyou?Peter : This is Peter Ng. Can I have extension 3421, please?Operator : Certainly, hold on a minute, I'll put you through ...Dr Li : OUM, Arts Faculty, Dr Li speaking.Peter : This is Peter Ng calling. Is Professor Mahmud in?Dr Li : I'm afraid he's out at the moment. Can I take a message?Peter : Yes, Could you ask him to call me at ...? I need to talk tohim about a collaborative project with DinkinsUniversity. It's urgent.Dr Li : Could you repeat the number please?Peter : Yes, that's ..., and this is Peter Ng.Dr Li : Thank you, Peter. I'll pass the message to ProfessorMahmud when he comes in.Peter : Thank you so much. Goodbye.

Dr Li : Bye

2.3 Taking and leaving messages

(a) Mention your name: Hello, this is Ahmad Fauzi.(b) State time and reason for call: It's 10am. I'm calling to let you know that ...(c) Make a request: Could you call me back?(d) Leave your number: My number is ....(e) End the call: Thanks, I'll talk to you later. Bye.

2.3.1 Language Checklist

Below are words/phrases commonly used when you take or leave telephonemessages. Can you think of other words? Fill in the blanks with some of thesewords/phrases.(a) Offering to take a message:_ Would you like to leave a message?_ Could I take a message, please?_ Could I have your name and contact number, please?_ ________________________.(b) Leaving a message:_ Could you ask X to call me back please?_ Can I leave a message for X?_ _________________________(c) Promising action:_ I'll give X your message as soon as he comes in._ I will pass your message on.

_ ________________________.

2.3.2 Tips for effective message taking

In order to help you take down messages accurately, you should:i. Use a pad/notebook to write down the details.ii. Record the date and time of message.iii. Spell names accurately _ do not be afraid to ask the caller if you

are unsurehow his/her name is spelled.iv. Quickly ascertain what the caller wants _ a return call, action to be

taken, etc.v. Offer assistance.vi. Follow up with appropriate action.

SUMMARY TOPIC 2_ You need to have good, basic telephone skills if you wish to be effective at theworkplace._ When making business calls, remember to be brief, clear and polite._ Business calls usually have a purpose and you need to identify the objectiveof the call as quickly as possible._ Answer all calls promptly, within three rings.

Offer a three part greeting _ hello, the name of the organisation, and the nameof person answering the call._ Business calls often use standard phrases which are informal in tone._ Observe telephone etiquette when answering phone calls _ sound positiveand helpful, avoid technical jargon, do not eat or drink while on the phone,speak at a steady pace, etc._ Phone messages should contain five elements _ the name of caller, the timeand reason for the call, the request, a contact number, and a thank you._ One needs to be firm, persistent and well-prepared, when dealing withdifficult calls.

Topic 3 Discussions and meetings

3.1 Meetings

- Meetings are for exchanging information, discussion and make decisions.

- Each member need to contribute actively and be aware of the appropriate

expressions and functions.

Here are some examples of language forms and phrases that are commonly used atdifferent stages of a meeting or discussion.(a) Starting a meeting

Well, ladies and gentlemen, I think we should begin ...If everyone is here, we can start.Shall we start?

(b) Introducing the agenda

Today we need to talk about ...Let us look at the first item on the agenda _

(c) Stating objectivesThe purpose of this meeting is, firstly, to ... and secondly, to ....The main objective of our meeting is ...

(d) Keeping the meeting movingCan you tell us more about ...?Shall we continue?

(e) Closing the meetingDoes anyone have anything else to add?If that is all, we can stop here.

Language in

meetings

Starting a meeting

Introducing the agenda

Stating objectives

Keeping the meeting moving

Closing the meeting

Why do you need to know all these?

- Ideas in meetings need to be articulated tactfully, all the time showing

respect for the others. We want our message to be understood by

everyone.

3.2 Expressing Opinion

An important part of meetings and discussions involves asking and givingopinions. An opinion can be expressed in various ways:(a) A forceful way;(b) A neutral way; or(c) A tentative way (with some hesitation or reservation).

Asking for opinions

Would you mind telling me what you think of _?What do you think about _?What is your opinion of _?How do you feel about _?What are your views on _ ?Any comments ...?

Giving an opinion

I think that _I feel/believe that _In my opinion/view, _My opinion is that _My point of view is _

3.3 Expressing agreement/ Disagreement

When you agree with someone, the expressions you use to voice your agreementwill tell the listener the strength, or degree, to which you agree..Ways of Expressing Agreement and Disagreement

AGREEMENTStrong NeutralI absolutely agree.Yes, definitely.I am in complete agreement.Exactly.Precisely.

I agree.You are right there.I think you are right.That is true.That is right.

DisagreementStrong NeutralI disagree completely.That is out of the question.On the contrary.Of course not!That is ridiculous.

I do not agree.That is not how I see it.I would not say that.I think you are wrong.I disagree.

Expressing

opinions

Forceful

Neutral

Tentative

This occur both when asking and giving opinions.

Why are there differences in giving opinions? Think

about purpose/intention.

Expressing

agreement and

disagreement

Strong

Neutral

Discussion will gain momentum as each responds

positively or negatively.

- Making and requesting for suggestions during meetings are common.

Suggestions can be made strongly, neutrally or tentatively.

Table 3.3: Making and Asking for Suggestions

Making Suggestions Asking for Suggestions

StrongWe must ...

I would like to hear your suggestions.I would like to hear your ideas on this.What would you suggest?Do you have any suggestions?What do you recommend?What are your views on this?

NeutralI think we shouldTentativeIt might be good to ....I recommend that we _I think we should _I suggest that we _My recommendation is that we ......

Table 3.4: Other Useful ExpressionsPresenting alternatives One possibility is to ...

_ Either we ... or ..._ As I see it ..._ If we ... then... can..._ The advantage of_ is that ... whereas_

Accepting proposals I am completely in favour of that._ I am in favour of that._ That is a good idea._ I have absolutely no objections._ I am sure that is the best idea.

Rejecting ideas _ I am sorry but I really do not think that_ is agood idea._ I am afraid I cannot accept that._ That is very interesting but ..._ I am sorry, but that is not really practical._ I appreciate your point of view but_._ I can see why you want to do this but_

Building up arguments _ I am afraid that is not possible. Firstly ...Secondly ..._ If we put off this decision any longer it willmean further delays. As a result ...

Balancing points of view _ I accept what you say but ..._ The project may be profitable but on

the otherhand it may be.... If we ... it may cause ...

Summarising andconcluding the meeting

_ If everyone is in favour of what I havesuggested__ If everyone is in agreement to what I have proposed ..._ Do you all agree that _.?_ If everyone is in favour, I would like torecommend ..._ Does anyone have anything else to add_?_ Right, then I think we can end the meeting here.

_ So if that is it, we can stop here.

Topic 4 Making Presentations

4.2 Making a presentation Ask our self the following question :-

1. Why am I giving this presentations?

2. What do I hope to achieve?

3. What do the audience know about the

subject?

4. What visual aids can I use?

5. What do the audience need/expect?

6. What can I do to make my talk interesting?

4.3 Planning - Structure of subject matter or the facts and

ideas. Arrangement of ideas to be presented.

Consider mind mapping, outlining and

organizational patterns.

- Structure of presentation, how to present it?

Consider audience awareness, opening lines,

visual aids and gestures.

4.2.1 Structuring subject matter

- Gathering, collecting ideas and materials, brainstorming and

sorting it into logical sequences.

- Brainstorming – where theme is central and develops into many

branches.

a. Mind mapping

b. Outlining – ideas arranged in linear fashion.

c. Organisational patterns:

- chronological

- spatial

- topical

- comparison-contrast

- cause-effect

- problem solution

(i) Chronological order

Using time as a framework. This is useful for narratives, sequences,

processes or series of events.

(ii) Spatial order

This may be used for describing buildings, places or locations.

(iii) Topical order

This is useful when you have a number of specific topics or subtopic for

your talk; you may begin with the most important topic and end with the

least important.

(iv) Comparison-contrast order

For this, you organise the information according to the similarities and/or

differences between the various subjects you wish to talk about, as well as

the positive and negative aspects of a subject or topic.

(v) Cause-effect order

This pattern organises information according to the causes and effects of

an action or initiative.

(vi) Problem-solution order

For this structure, your talk will focus on a sequence of problems and their respective solutions.

Presentation Format

Step 1 Introduce yourself.

Step 2 Give the topic and the estimated amount of time for the

presentation.

Step 3 Give an outline of the talk, that is, explain how the presentation

is

organised:

(i) Topic A.

(ii) Topic B.

(iii) Topic C, etc.

Tell the audience when they can ask questions _ whether they

can

interrupt during the presentation or can only ask questions at the

end of the presentation.

Step 4 Give your talk, referring to visuals wherever necessary

(i) Talk about topic A

(ii) Summarise topic A

(iii) Repeat for all the topics

Step 5 Summarise the main points of the whole presentation.

Step 6 Conclude with a powerful statement and allow questions.

4.2.2 Structuring the Presentation

a. Audience awareness – focus on the needs and temperament of

audience. You need to pitch your talk according to the requirements of

the talk.

b. Effective opening lines – to create impression and capture attention.

Some examples of strong opening lines are:

i. Let me begin by telling you a story on computer communication networks.ii. Today, I am going to talk about an innovation that has saved us much time and money.

c. Appropriate visual aids – help audience follow ideas closely, or to drive

home specific points. Some common visuals include graph chart,

drawing, maps, list, diagram., pictograph.

d. Non-verbal communication – posture, gestures, will create indirect

messages to the audience.

(i) Friendliness _ the audience may think you do not mind being questioned; or(ii) Ridicule _ they may think you are making fun of them or assuming that they are poorly informed.

It is thus important to be aware of the impact of your facial expressions, posture and

movements during the presentation. You may wish to heed these simple rules:

a. Maintain frequent eye contact with everyone in the room;

b. Smile, nod and move your arms moderately or only when necessary;

c. Maintain voice control so that you are neither shouting nor speaking too

softly; and

d. Maintain a reasonable distance from individual members of the audience,

even when you are pointing to something they have written or are reading.

4.3 The Presentation proper

a. Be clear about the objective of presentation

b. Structure the content in simple, and logical manner

c. Have a strong opening

d. Use relevant examples

e. visual aids to support the presentation

f. show enthusiasm

g. be sensitive to audience

h. listen carefully to questions

i. be polite

Topic 5 Business writing 1

5.1 The language of business writing

Communicating message without misinterpretation Direct writing style / reader-friendly Remember tone and clarity sentence length and paragraphing

5.1.1 Choice of Wordsi. Choose familiar words, be concise and precise.ii. Avoid clichés and jargon unless familiar to reader.iii. Be aware of gender bias

5.1.2 Sentence StructureReadability (sentence length) and punctuation (adds clarity to message). Vary length of sentence. Sentence usually between 15 to 20 words.

5.1.3 Paragraph Structure i. coherence and cohesion. Structure paragraph properly. ii. organise ideas to suit the purpose:

a. to informb. to instructc. to persuade

5.1.4Tonei. Word choice and order of information set the tone.ii. Be courteous. Avoid imperatives.iii. Use logical connectors to help reader focus on intention and

purpose

5.1.5 Grammar: word order in sentences Sentences should be complete

- The subject is the person or thing that the sentence is about.

- The object is the person or thing affected by the action or situation. - The complement tells you more about the subject.

5.2 The format of business letters

1 Formal communication to elicit specific response Essential parts are details of the communication

2 Parts of a letter Letterhead

Info on the writer, the organization and its address. - Our Ref. Or Your ref

DateBetween the letterhead and the inside address.

Inside addressAfter the date and before salutation. Contains name and address of recipients.

Attention lineBelow the last line of the inside address where a specific person’s name is mentioned.

GreetingFirst name would be personal, inclusion of title before name would be more formal. – Dear Sir, Dear Madam

Subject lineIdentifies writer’s purpose

BodyThree parts including the opening and closing.

Complimentary closeMatch the form at salutation.“Dear Sir/Madam…..Yours faithfully”“Dear..(name)……….Yours sincerely”

Signature blockThe signature, name and post.

5.3 Grammar: Singular and plural forms Countable nouns Uncountable nouns Plural nouns

5.3.1 Countable nouns:- Are individual things, people and places: a diary, a memo, a letter, a

photograph, a receptionist, a factory;- Are units of measurement such as a metre, a mile, a kilo, a pound, a

litre, a gallon;- Are used with a/ an;- Can be used in the plural (diaries, memos); and- Follow words such as many, these, several, few, a number of ...

5.3.3 Plural NounsHere are some rules on how to change a noun to the plural form.

a. We add _s to form the plural of most nouns.

Example: letters, minutes.

If the noun ends in _s, _x, or _ch or _sh, we add _es.

Examples: classes, boxes, bunches, crashes.

b. If the final consonant of a noun is followed by _y, the „y‰ is replaced with

-ies.

Examples: industries, deliveries

c. There are nouns which only occur in the plural. For example:

Earnings per share have increased.

Their headquarters are in Johor.

The goods will be sent by special delivery.

We have opened new premises in Senawang.

d. Singular nouns ending in _s

Some nouns end in _s but are not plural:

The news was good.

Politics has never been one of my favourite subjects.

Economics is not an exact science.

e. Groups and organisations

Singular nouns such as bank or committee can be seen either as a number

of people (plural) or as a collective unit (singular). As a result, the verb or

pronoun that follows such nouns may be either singular or plural.

f. Irregular plurals

Some words do not take an _s but have other forms, other endings or stay

the same.

Table 5.1: Irregular PluralsSingular Pluralaircraft criterion foot formula matrix person phenomenon

aircraftcriteriafeetformulae/formulasmatricespeople phenomena

BUSSINESS LETTER 5.4 Layout

Full block layout – all parts are aligned to the left. Modified block layout (p93)

Senders address is at centre or aligned with the right hand margin. The complimentary close and signature block will follow the sender’s address position. Modified block layout with indented paragraphs (p95)

Same as modified block except that each paragraph is indented from the left hand margin.

5.5 Punctuation styles Open style – punctuation used in the body of letter. Mixed style – comma is placed after the greeting and after the

complimentary close.

5.4.1 Full block layout – example

Ms Jennifer Mead/Secretary/Fairview Residents Association/76

Fairview Park/43100 Petaling Jaya/Selangor

We would be very happy to approve your request for Meena Trimble to

speak at our next association meeting for approximately 20 minutes. The

business community in Sri Layang welcomes growth but at the same time

strives to be sensitive to the importance of preserving our landmarks. We

appreciate the concern and dedication

you and your group have in preserving our landmarks. Mr Wilkes will be

contacting you by phone about the time slot we have for your remarks.

Thank you for the concern you demonstrate for our community.

Yours sincerely / Jose E Morales / Director

5.4.2 Modified block layout

5.4.3 Modified block layout with indented paragraphs

Topic 6 Business writing 2

6.1 Good business letter Well planned Impress recipient of sender’s professional image and the importance of

such communication. The seven checklists

1. purpose of letter2. what to say3. jot down all ideas roughly4. order all points5. first draft6. read the letter, think about purpose7. rewrite

6.2 Types of letters

Good news letters Neutral letters

The first two are for asking or giving information. Bad news letters

As the label suggests!

Commonly, good news and neutral letters are written with the aim of

giving or asking for information. These letters usually try to achieve one or

more

of the following purposes or objectives:

_ Make an inquiry;

_ Forward a request;

_ Reply to an inquiry/request;

_ Acknowledge receipt of letter;

_ Introduce self and organisation;

_ Inform about organisation’s services and activities;

_ Grant a loan or extend credit;

_ Confirm success at an interview; and

_ Make a special offer for valued customers.

6.2.1 Order of information Good news and neutral business letters. The content of a good news letter follow this order :-

(a) Letter of enquiryTo ask for more info of product or service.Neutral letter using good news letter format. p103

_ The start:_ Dear Sir or Madam._ Although it is very formal, you may also use „To Whom It MayConcern” as you do not know the person you are writing to._ Giving reference:_ With reference to your advertisement in..._ Regarding your advertisement in ..._ Requesting a catalogue, brochure, etc:After the reference, add a comma and continue _ for example, „Referringto your advertisement, would (could) you please send me ...?_ Requesting further information:I would also like to know ...Could you tell me whether...

_ Signature:Yours faithfully- this is very formal as you do not know the person youare writing to.

(b) Letter for placing ordersAfter you are certain about the service or product that you want.

Sample Letter _ Placing an Order(Letterhead)23 September 2009Mr Jack Chia,

Purpose identified in the opening paragraph Place good news in the opening State details of good news in middle paragraph Close with statement of goodwill

DirectorBookmark OnlineNew Jersey, WA 98795

Dear Mr Chia,Would you please send me the following books via COD? According to yourwebsite, orders are to include the title, author and publisher. I have providedthese below.Title Publisher AuthorDriving Home Peter Lawford Jaber and Co

Please contact me if you have any questions. I look forward to doing businesswith you.Yours sincerelyFred LingamFred LingamHead, English DepartmentFL/es

(c)Letter of Reply to an inquiryChoice of using openings closing lines depend on purpose of letter and relations between the sender and receiver. P104

A Letter Replying to an EnquiryThank you for taking an interest in our bank. As one of the leaders in thisindustry, we assure you that our products and services will not disappoint you.

I would like to take this opportunity to briefly set forth our terms andconditions for maintaining an open account with our firm. Invoices arepayable within 30 days of receipt, with a 2% discount available if yourpayment is remitted within ten (10) days of receipt. We consider thisincentive an excellent opportunity for our customers to increase their profitmargin and therefore encourage the use of this discount privilege whenever

possible. We do, however, require that our invoices be paid within thespecified time for our customers to take advantage of this 2% discount.

At various times throughout the year, we may offer our customers additionaldiscounts on our products. In determining your cost in this case, you mustapply your special discount first and then calculate your 2% discount forearly payment.

As the credit manager, I will be happy to answer any questions you mayhave regarding your new account. I can be reached at the number given inthe letterhead. Welcome to our family of customers.

d. Letter of application for a job

Claire Lopes38 Jalan Hang Lekiu75200 Malacca, Malaysia.

11 November 2009

Stanley TongProduct ManagerKLTEXLot 5, Industrial Estate40200 Shah AlamSelangor.

Application for the Post of Customer Service Representative

Dear Mr Tong,

A motivated worker with a strong foundation in business administration andcustomer service is the background that I would bring to your organisation. I amgoal-oriented, able to focus on the task at hand and have proven to be reliable ingetting the job done.

I believe that I meet all your requirements as listed in the advertisement. In mypresent firm, I have had exposure to a wide variety of duties as a customerservice representative. Over the years, I have developed excellent interpersonalskills and gained extensive experience in mediating problems to find acceptablesolutions. In addition, I excel in writing clear reports and letters which are easy tounderstand. I am also proficient in using most major office software and haveexperience in setting up an online customer service webpage.

My present post is satisfying and the environment is pleasant but I feel that mycareer would benefit from a change.

I would like to meet with you to discuss the valuable contributions I could maketo your company. I can be reached at 06-7053266.

Your consideration and time are most appreciated.Sincerely,

Claire Lopes

6.2.2 Bad news letter„Bad news business letters are written for various reasons, including the following:_ Refuse credit;_ Refuse a request;_ Decline an invitation to speak at a function_ Notify an unsuccessful job applicant; and_ Explain inability to fulfil an order.

Telling unwelcome news Must convey message and maintain recipient’s goodwill

Indirect order of information Courteous opening Explanation is provided first Give the bad news Close with positive paragraph

(a) Letter of complaint

(b) Reply to a letter of complaint

CLASSY BIKES LTD22 - 33 Uni Avenue, Singapore, 1145

Tel: 02 _ 22882882 Fax: 02 _ 22883883Your ref: NK/ 22Our ref: ED/ RG

18 November 2009Mr Nelson KangChief BuyerThe Bicycle Shoppe

Bayan Lepas Industrial ZoneP.O. Box 210810 Penang

The BicycleShoppe, BayanLepas

CommercialCentre,

P.O. Box 2,10810 Penang,MalaysiaTel: 04 -2053060Fax: 04-6622123

Ms E. DanSales ManagerClassy Bikes Ltd.22-33 Uni Avenue Your ref: ED/RSSingapore 1145 Our ref: NK/ 22 14 November 2009Dear Ms Dan,

Our order No 45256

I am writing with reference to the above order formountain bicycles, which we received today.

We regret to inform you that upon examining thegoods we found that forty of the bicycles deliveredwere racing bicycles instead of mountain bicycles.

I must ask you to arrange for the immediate despatchof replacements as we have firm orders from ourown customers for the entire consignment.

I would appreciate it if you could advise us on whatwe should do with the forty bicycles wronglysupplied.

Yours sincerely,Nelson KangNelson KangChief Buyer

Malaysia

Dear Mr Kang,

Your order No 45256

We thank you for your letter of 14 November in which you informed us that wehad made an error when supplying the above order.

We are very sorry we sent you forty racing bicycles instead of mountainbicycles. This time of the year is a particularly busy one for us and there areseveral orders coming in. There must have been a mix-up in the packingdepartment.

We have already despatched replacements for the forty racing bicycles andinstructed our representative in Penang to collect the wrongly delivered goodsas soon as possible.

Finally, we would like to apologise for the inconvenience caused and to thankyou for your patience in this matter.

We look forward to hearing of the safe arrival of the replacements and to doingfurther business with you.

Yours sincerely,

Elain DanElaine Dan (Ms)Sales Manager

6.3 ResumesDAVID KHOO

38 PERSIARAN RIMBA HUTAN _ 31400 IPOH, PERAKPHONE: 05 _ 5492 8280 _ MOBILE: 014 _ 2134 207

Post applied for: Senior Systems ProgrammerEducation

1982 _ 1995 St MichaelÊs School, Ipoh Malaysian Higher School Certificate (STPM) Mathematics B Physics A

Chemistry B General Paper A

1996 _1998 National University of MalaysiaBachelor of Computing Science (1st Class Honours)

Work Experience2001 - present Company: GCG Merchant Bank Post : Systems Programmer Responsibilities: Development and programming of financial systems using C/UNIX incorporating LAN/WAN technology and relational databases1999 - 2000 Company: Data International Post: Trainee Systems Programmer Responsibilities: Assisting in the development of a new online information system for a financial services company

RefereesMr Joseph Tinggom Mr Johan BakarSystems Manager Data Processing ManagerGCG Merchant Bank Data InternationalJalan Harimau Jalan Lok Nawi31300 Ipoh 59200 Kuala Lumpur

Current Salary: RM38,000.00 p.a.

- Statement of all qualifications, experience, achievements, and anything

that would of relevance to the reader written positively.

- Basic resume – simple and short, for school-leavers.

- Functional resume – highlight skills and work experience. Job functions of

previous job will be highlighted.

- Specific resume – for specific post where it will follow the criteria set as

advertised.

Chapter 7 Tables, Chart and Graph

TYPES OF GRAPHIC AIDS

7.1.1 Tables- for presenting numerical data. They are convenientfor presenting lots of data and giving absolute values when precision is veryimportant.However, since they present items one at a time in columns, tables emphasisediscrete rather than continuous data. - Tables are not visual; you need to use your mind to translate each number into a relationship with every other number. This makes it hard to show trends or direction via tables.

7.1.2 Bar GraphsA bar graph uses bars of equal width in varying lengths to represent:_ A comparison of items at one particular point in time;_ A comparison of items over time;_ Changes in one item over time; and_ A comparison of portions of a single item.The horizontal and vertical axes represent the two elements being illustrated,such as time and quantity. Bars can extend in either a vertical or horizontaldirection. Bars can also appear on both sides of the axis to indicate positive andnegative quantities.Bar graphs cannot represent exact quantities or provide comparisons ofquantities as precisely as tables can, but are useful for readers who want tounderstand overall trends and comparisons.

7.1.3 PictographsA pictograph is a variation of a bar graph that uses symbols instead of bars toillustrate specific quantities of items. Normally, a pictograph shows the changesin particular items over a period of time.The symbols should realistically correspond to the items, for instance, using thesymbol of a cow to represent milk production.Pictographs provide novelty and eye-catching appeal, particularly in documentsintended for consumers. The use of pictographs is however, limited by the factthat symbols cannot adequately represent exact figures or fractions.

7.1.4 Line GraphsA line graph uses a line between the horizontal and vertical axes to show changesin the relationship between the elements represented by the two axes. Linegraphs usually plot changes in quantity, or in position, and are particularlyuseful for illustrating trends.

However, line graphs suffer from the same weakness as pictographs. Three orfour lines representing different items can appear on the same graph forcomparison. These lines must be differentiated by colour or design and a keymust identify them.

7.1.5 Pie ChartsA pie chart or pie graph is a circle representing a whole unit, with segments ofthe circle or pie representing portions of the whole. These charts are often used toindicate distribution trends.Pie charts or pie graphs are particularly good at providing a quick visual impressionof a particular item but less effective in representing exact quantities. This difficultycan be overcome by using call-outs which indicate the exact quantity of the item.They are useful if the whole unit has between three and 10 segments.Colours and shading are used to highlight segments of special importance or toseparate one segment from the pie for emphasis.In preparing a pie chart, it is normal practice to place the largest segment at the12 oÊclock position and then move clockwise, with the remaining segments indescending order of size.

7.2.2 Describing Changes in Data

Read the sentences below. Some of them do not make sense. Explain why andmake the necessary changes.(i) Sales of PCs fell steadily throughout last year.(ii) Car sales plummeted marginally at the end of June.

(iii) The price of oil rocketed gradually in 1973.(iv) The retail price index edged up sharply at the beginning of the year.(v) Share prices dipped slightly towards the close of trading.(vi) The government expects unemployment to continue to fall steadily.

2. Indicate which of the given words below mean „to increase(_), „to decrease‰(_) and „to stay the same, that is, to remainconstant‰(_).(a) To drop (e) To touch bottom(b) To soar (f) To remain at(c) To rise (g) To edge down(d) To fall

3. Three of the verbs above have an equivalent noun form. Forexample, the noun form of to increase is an increase. Identify thesethree verbs. Think of other verbs that could be included in this list.Do they have equivalent noun forms? If so, what are they?

LINE GRAPHSLine graphs usually plot changes in quantity or in position and are useful forhighlighting movement or trends. You need to be able to read and interpret datafrom graphs as well as to use data to plot graphs.

7.3.1 Interpreting Line GraphsThe line graph shows the movement in the price of gold in the year2001. Study it carefully and fill in the blanks in the the text below,using the words provided in the box.

Marginally slightly steadily sharply gradually

The price of gold rose _sligthly________(i) during the first quarter from itsturn-of-the-year price (RM255 per ounce) but turned up______sharply_____(ii) towards the end of June and continued to climb untilthe end of the third quarter, when it fell _______sharply____(iii).However, it picked up _______marginely___(iv) again in November andDecember and is expected to rise ___steadily_____(v) in the New Year.

GETTING TO KNOW GANTT CHARTSA Gantt chart is used for scheduling and tracking key events that are necessary tocomplete a project. A Gantt chart shows the steps involved in a project and theirrelationships over time.

The Gantt chart in Figure 7.4 was created by Armin Ahzab, a development teamleader at an advertising firm, DÊlight Advertising. ArminÊs Gantt chart shows thekey stages involved in developing an advertising clip for Brio ConfectioneryÊslatest product _ Snap It!

A Gantt chart is constructed with a horizontal axis representing the total time spanof the project, broken down into increments (days, weeks or months). In the chart

above, the project is scheduled to be completed between November 1 and 18.The vertical axis of the Gantt chart consists of a listing of the key tasks that makeup the project. In the example given, the key tasks begin with „Brainstorm‰ andend with „Final Presentation.

The graph area of the Gantt chart contains horizontal bars. For each task, thelength of the horizontal bar indicates the duration of that task or step. Work toprepare „Video Presentation‰, for example, will commence on Nov 8.The Gantt chart can also contain features such as milestones. A milestone is animportant checkpoint or interim goal for a project. In the Gantt chart above, the„Final Presentation‰ is considered a milestone.Dependencies are another variant. Dependencies refer to the idea that someactivities are dependent on other activities being completed first. In this chart,„Copywriting‰ is dependent upon the „Brainstorming‰ that precedes it.It sometimes helps to have an additional column containing numbers or initialswhich identify who on the team is responsible for which task.A Gantt chart can also help a team to document progress on a project. As theproject progresses along, the chart is updated by filling in the task bar to a lengthproportional to the amount of work that has been finished.

Chapter 8 Memos, e-mail and faxes

8.1.1 Memorandum

Advantages of memo

- Many people will get the same message.

- Takes little time to write but will have reference number.

- Detailed information can be presented logically and accurately.

- Internal, written business communication.

- Less formal but a serious document.

- Can be used for any number of reasons.

- Format, style, and organization vary greatly.

8.1.2 Parts of a MemoA memo comprises the following parts:_ Heading (To, From, Date, Subject);_ Body (written in short paragraphs, blocked to the left margin);_ Reference initials (optional); and_ Attachment notation.

8.1.3 Distribution ListThis is a list comprising the names of people to whom the memo will be sent. It isused when a memo is sent to a group rather than an individual. The names arelisted at the bottom of the memo in alphabetical or rank order and indented tothe first tab.

Look at the overview of a memo P.149.

8.2 There are five types of memo:

- instruction

- Request

- Announcement

- Transmittal

- Authorization

8.2.1 Directive MemoA directive memo states a policy or procedure that you want your co-workers tofollow. The body of the memo starts with a clear, concise sentence that states thepurpose of the memo, for example: The purpose of this memo is to let allmembers of the ABC department know that doughnuts will be provided everyFriday morning at 8am.You then explain the rationale for such a decision or procedure

8.2.2 Response MemoThe response memo responds to a request for information. It comprises fourparts _ the purpose statement, summary, discussion and action. It always startswith a short paragraph stating the purpose, followed by a summary of theinformation requested, a discussion of the important points, and the action youare going to take or feel should be taken.

8.2.3 Trip Report MemoThis is usually sent to a supervisor after an employee returns from a businesstrip. It follows the same format as the response memo. In the action section,include relevant information that you may have come across after returning fromthe trip or recommendations that you might want to make.

8.2.4 Field Report MemoA field report memo highlights a problem and reports on the procedures taken toresolve the problem. It has the following sub-sections _ purpose, summary,problem leading to the decision to perform the procedure, methods, results,conclusions and recommendations.

8.2.5 Transmittal MemoThis is the first document in a report package. The functions of the transmittalmemo include announcing the release of a report (giving the date, by whom thereport was authorised and the general purpose of the report). It also summarisesconclusions and recommendations, credits the project team for their work, andnotes special points of interest.

8.2.6 Announcement MemoThis type of memo issues an announcement to all staff members at the

same time.

8.2.7 Instruction MemoThis type of memo gives instructions that need to be complied with by

8.2.8 Authorisation MemoThis type gives the green light for an action to be taken.

SUBJECT-VERB AGREEMENTThere are many rules on subject-verb agreement. Study the following rules andexamples carefully:

1. When two or more subjects are connected by or or nor, the verb mustagree with the subject closest to it.

S SExample: (a) Either the head of department or the section leader Vhas to attend the meeting. S S V(b) Neither the representatives nor the members areabsent today. S S(c) Either the union representatives or the section head Vhas to leave the meeting. S S V(d) Neither the manager nor the employees are to beblamed.

2. Each of the words in the following list goes with a singular verb.

everyeachoneeveryoneanyone singular verb e.g. is, was, has, does, takes, walkssomeoneanybodysomebodynobody

8.4 e-mail

Electronic communication via internet

What is netiquette? Refers to etiquette on the net

Why would you need a layout to your e-mail if it is a formal communication?

Netiquette Dos Netiquette Don’ts- Be polite and civil - Use capital letters (shouting)-Keep e-mail short and brief - Post flame bait-Respect privacy - Use emotional language-Stay on topic - Send out unsolicited mass e-mailsReply promptly - Claim e-mail as urgent when they are not

8.4.2 Net Addresses

Com Commercial business

Org Non-profit organisationsEdu Educational institutionsGov Government organisationsNet Companies or organisations that run large networks

8.4.4 Layout

- receiver’s name

- sender’s name

- subject

- date

- body

- e-mail address

8.4.5 E-mail AbbreviationsAbbreviations are sometimes used in e-mails. The following are some examples:btw (by the way), fyi (for your information), imho (in my humble opinion), fwiw(for what itÊs worth), hth (hope this helps) and afaik (as far as I know).

3. Faxes

Faxes are widely used today and more convenient because you only need

telephone lines.

8.5.2 The layout should contain:

- cover sheet

- confidential information

- intended recipient

- advise to sender

You need to attach a cover letter explaining about yourself and the materials

you are sending. Why?

FAX COVER SHEET1

Date: 19 November 2010 To fax number: +02 3976 3421To: Adeline Chan From: Tan Sim HockNumber of pages including this cover sheet: 17

Dear Adeline,

It was good to hear from you again. The following pages give details of the latestadditions to our range. If you require any further information, please do nothesitate to contact me.

Best regards,

Tan Sim Hock

This fax may contain confidential information2. If you are not the intendedrecipient3, advise the sender4 and destroy this document. If you do not receive allpages, or if any pages are illegible, please phone (6) 03-2284 6545 immediately.

Chapter 9: Cover Letters and resumes

9.1 Cover Letter

o Normally used when writing letter of application where the cover letter is the

application letter, itself accompanied by resumes.

o 4 reasons why it is written

a. Draw attention to relevant qualifications and work experiences listed in the

resume;.b. Make a match between what you have to offer and the potential

employerÊs needs;c. Persuade your potential employer to consider your application

carefully; andd. Support your request for an interview.

9.1.1 Guidelines for writing a cover letter

o Opening - To draw reader’s attention of the job you are applying for.

o Middle - Persuasive to get the reader interested in you.

o Closing - Request for interview and leave contact number/correspondence

address.

9.1.2 Useful Key PhrasesBelow are some useful key phrases you can use in your cover letter to apply for a position that has been advertised:

a. I am writing to you in response to your advertisement for ...b. I wish to apply for the position of _c. As you can see from my enclosed resume, my work experience and

qualifications match the requirements for this position.d. I look forward to an opportunity to speak with you in person.e. I can be contacted at 03- xxxx xxxx or at the address above.f. Please accept this letter as an expression of interest in the position

of ...g. I am enquiring about the prospects of employment in the Credit

Division ofyour bank. An article in the xxxx stated that the bank is rapidly expandingand_

h. I have enclosed a copy of my resume for your review.i. I believe I possess the right combination of …skills.j. My current position has provided me with the opportunity to ...k. I would welcome the opportunity to meet with you to discuss my

potential contributions to your company.l. I look forward to an early reply.

Cover letter application of job

Aloysius Tan Kim Hock14, Jalan USJ2/4Taman CrystalSubang Jaya46000 Petaling Jaya

12 April 201_

Mr Yeap Hin LeePersonnel ManagerLogistics Inc.1516, Persiaran Kelab Emas47200 Klang, Selangor

Dear Mr Yeap,

Application for the Position of Chief Supervisor

In response to your advertisement for a Chief Supervisor specialising inPort Regulatory Law / am writing/ which appeared in the NewSettlement Times on Sunday, April 12. / I / As you can see from myenclosed resume,/ match the requirements for this position / myexperience and qualifications.

I / that I graduated from the Malaysian Marine School in Malacca /wouldlike to point out/ I was hired directly upon graduation/ with a Diplomain Port management / due to my expertise in port authority regulations.

During the four years that I worked for Gudang and Co., / in our region./further deepened /my knowledge of regulatory laws/ I / Myemployer / wanted to promote me to head the team of assistants /also thought highly of my abilities / after my first year of employment.

I/ to personally discuss / look forward /the position with you./ to anopportunity /I/ within the next five days to arrange an interview./ willcall you.

Sincerely,

Aloysius Tan Kim Hock

Enclosure

9.2 Resume

- Statement of all qualifications, experience, achievements, and

anything that would of relevance to the reader written in

positively.

- Types of resume

a. Basic resume – simple and short, for school-leavers.

b. Functional resume – highlight skills and work experience.

Job functions of previous job will be highlighted.

c. Specific resume – for specific post where it will follow the

criteria set as advertised.

Chapter 10: Business Reports

10.1 Planning and writing reports

- Reports are to inform, provide background information, make

recommendations, a course of action etc.

10.2 Short report layout

A good short report should contain the following characteristics:_ A clear indication of your purpose;_ Accurate and objective information;_ A suitable ordering of information; and_ Appropriate formatting.

A formal report comprises:a. A title page containing the title of the report, the recipientÊs name,

his/herposition and/or organisation, the writerÊs name and position (and organisation if appropriate) and the date;

b. An introduction;c. Sections with headings in the body;d. Conclusion;e. Recommendations (if any); andf. Attachments (if they contain useful information).

TYPES OF SHORT REPORTSThere are three widely used types of short reports:(a) Justification report;(b) Progress report (and completion report); and(c) Periodic report.Sometimes, descriptive headings are used to guide the reader through thesereports.

10.3.1 Justification ReportThis report highlights a course of action or idea, and then presents evidence tosupport why something should, or has been done. Basically, the format is asfollows:_ Introduction _ Presents purpose of report and describes proposal / course ofaction._ Body _ Describes the present situation, need for change, costs and benefits.

_ Conclusion _ Evaluates changes and provides recommendations.

10.3.2 Progress ReportThis report provides information on the progress of a project and forecastsfuture development._ Introduction _ Identifies the reportÊs purpose with a subject line anddescribes the current status of the project._ Body _ Presents positive features of the operation, describes problems thatarose and how they were solved, and includes schedule and costs._ Conclusion _ Points to the future.

10.3.3 Periodic ReportThis report keeps management informed at regular intervals by providinginformation on some aspect of the organisationÊs operations over a specificperiod.

a. Introduction _ Identifies the reportÊs purpose with a subject line and then

presents relevant facts and figures.b. Body _ Presents objective information on achievements and

problems.c. Conclusion _ Summarises the findings and closes with a

recommendation if appropriate.

Sample of periodic report

To: Sinnathamby M., General ManagerFrom: Charlotte Soong, Head of ResearchDate: 21 June 2010Subject: Appointment of Ms Norlaila Yakub to the position of Laboratory

SupervisorMs Norlaila was appointed to the position of Laboratory Supervisor on 20 May 2010 because she was clearly the best applicant for the position, even though several of the other applicants were more experienced and had greater seniority.

During the interviews, we shortlisted three applicants: Ms Norlaila Yakub, Mr Edward Lee and Mr Idrus Mohd Ngah. All three were equally well trained at a technical level and seemed equally diligent and productive. Ms Norlaila, however, was the only applicant who had pursued further studies. She has completed a special course on the ACOL computer analysis system which we propose to buy next year and she has completed the first two years of a management diploma. These extra studies exactly fit Ms Norlaila for the new position.

Furthermore, she impressed us during the interview with her communication skills and understanding of her colleagues. In her annual appraisal for the last three years, she scored higher than any other applicant in communication skills, interpersonal relationships and leadership.

From the above, it can be seen that Ms NorlailaÊs promotion was not based on any discrimination against her male counterparts. If she had simply been as good as theother applicants, her promotion would have been justified in terms of thecompanyÊs affirmative action policy. But in this case, Ms Norlaila was promoted onthe grounds of superior abilities.

10.4 PREPOSITIONSPrepositions may be defined as any word or group of words that relate a noun orpronoun to another word in the sentence.

The report about the managerThe report by the managerThe report for the managerThe report in front of the manager

The words in bold relate two nouns to each other. These relationship words arecalled prepositions. However, it can sometimes be difficult to know whatpreposition comes after a noun or a verb so it is good to familiarise yourself withsome of them.

Common prepositionAbout before despite of toAbove behind down off toward(s)Across below during on under

Three types; formal report:

letter and memo formats

d. Order of information dependent upon:

i. good news document

ii. bad news document

iii. persuasive document

iv. direct approach

v. indirect approach

e. It should contain:

i. Purpose

ii. Accurate and objective information

iii. Clear and logical order of information

iv. format

10.3 Types of Short Reports

a. Justification – idea/action is presented and

rationale is given.

b. Progress – progress of a project and forecast

its timetable for the future.

c. Periodic – information given at regular intervals

or over specific periods.

In each one, the body and conclusion would be

different as each will serve different purpose.

10.5 Writing Long reports

f. They are written to provide comprehensive information and expert

opinion.

g. It will contain introduction, body, conclusions, and

recommendations.

10.5.1 Sequence to follow when writing a long report

a. Develop outline with main headings

and sub-headings.

b. Start with purpose statement and

introduction.

c. Main body

d. Draw conclusions and relate to

purpose

e. Conclusions and recommendations

f. Optional parts – preface, abstract,

synopsis

g. References

h. Table of contents and table of graphics

i. Transmittal letter

j. Title page

10.5.2 Presentation

- Arrangement of information on the page.

- Content must be set out clearly.

i. Headings

ii. Underlining

iii. Indentation

iv. Shading

v. Numbered lists or sections

vi. Space between paragraphs, margins

vii. Headers and footers

10.5.3 Parts of a long report

a. Front matter; title page, letter of transmittal and table of

contents

b. The body; introduction, discussion and analysis of findings,

development of ideas, conclusions, and recommendations

c. End matter; references, appendices

- It must have three sections

Introductory – statement of purpose, terms of reference and

scope.

Body – research and analysis of findings, solutions tendered.

Sub-headings and numbering are used to show clarity.

Final – conclusions and recommendations

- Language used should be objective.