You are on page 1of 298

Unit Overview

Good communication skills are essential - both social and business acquaintances
face-to-face, on the telephone and also in writing.

We put everything in writing so that it is in black-and-white.

Knowing how to communicate effectively through writing is essential for anybody


who wants to progress in todays competitive business environment.

using the correct vocabulary, sentence structure and tone to convey our message in
writing.

we will deal with essential skills of writing a letter.


The unit is divided into three sections:

1. The first section deals with the fundamentals of written communication.


In this context, we shall be looking at examples of expressions, sentence
structure and tone that are appropriate for business writing. You will also
be introduced to the presentation of business letters " viz., the layout,
parts of a business letter and punctuation.
2. The second section provides you with samples of business letters and
exercises to practise writing various types of business letters.
3. The third section deals with writing memos. We will be looking at the
advantages and disadvantages of communicating via memos and the
guidelines that will help us write effective memos.
4. The fourth section introduces us to the etiquette of writing email messages.
5. The last section provides us with some guidelines on writing and dealing
with faxes, SMS and IM.

As in the previous unit, you will find activities on grammar, language forms and
functions as well as listening and speaking throughout this unit.
Unit Objectives
By the end of Unit 3, you should be able to:
1. Select appropriate vocabulary to express meaning precisely.
2. Write grammatically correct sentences in business documents.
3. Express ideas in a tone that is appropriate with the context.
4. Write various types of business letters.
5. Differentiate between the purposes of writing letters, memos, emails,
faxes, SMS and IM.
6. Use appropriate layout, style and conventions of letters, memos, emails,
faxes, SMS and IM.
7. Write suitable responses to various business documents.
3.1 The Language of Business Writing
and Developing Business Letters
Objectives
By the end of this section, you should be able to:
1. Select the appropriate vocabulary to express ideas precisely.
2. Write grammatically correct sentences and use appropriate
punctuation marks to convey meaning clearly.
3. Write sentences in the active voice and the passive voice.
4. Identify parts of a business letter.
5. Compose a suitable introduction, body and conclusion for
business letters.
6. Write letters in full block and modified block layouts.
Introduction
The more we write, the more we realise that writing skills are essential in
helping us save time and energy in conveying our message to our readers.

The fact is though there are many forms of business writing that we can choose
from, it is ultimately the words that we choose and the tone that we set that
influence our readers response.

three distinct parts of a letter: introduction, body and


conclusion.

1. The introduction usually contains the writers self-introduction, his/her


reference to the previous letter. In addition, the writer also provides his/her
purpose of writing the letter.
2. The body of the letter comprises information that the writer wishes to
convey to us or information that he/she requests from us. Apart from that,
this is also the part where the writer makes requests or asks questions.
3. The conclusion is the part that assists the writer to say goodbye while
still maintaining goodwill with us. He/She might also assure us that we
could contact him/her if we require assistance or further elaboration.
Business language
As mentioned earlier in this unit, working adults like you do not have the luxury
of time to read and re-read business correspondence to elicit the messages sent
by others. One of the primary problems that causes much time to be wasted on
deciphering a business document is the use of old-fashioned language. When we
use old-fashioned language, we tend to:
1. Write very long sentences.
2. Use difficult words that might otherwise confuse our readers.
3. Write clichs or over-familiar sentences.

we personalise our business writing so that our writing reflects our own
style and voice.
we want to use vocabulary or words that our audience will understand
and find appealing.
we will learn how we can use more contemporary language
by avoiding old-fashioned language.
Vocabulary
One of the rules when you choose appropriate vocabulary for business writing is
to always consider the audience that you are writing to.

So, rule number one is to ensure that the words you use in your writing are clear
and easy to understand.

Rule number two is to avoid using long-winded, old-fashioned and redundant


expressions such as Please find enclosed herewith our price list and newest
catalogue for your perusal.

These expressions are not only old-fashioned but long-winded.


Examples of old-fashioned expressions that need some make-over

1. Old-fashioned: I refer to your letter of 8th December 2008.


Newly-improved: Thank you for your letter dated 8th
December 2008.
2. Old-fashioned: Should you require further information,
please do not hesitate to contact the undersigned.
Newly-improved: Please call me at ext. 323 if you need more
information.
Activity 3.1
Section 1
Here are some words that might confuse our audience or reader.
Replace each of them with a suitable alternative which would help
your reader to understand its meaning.
For example:
1. We have relocated our office to a newer building in town.
moved/shifted
2. Please ascertain the date of delivery so that proper arrangements
can be made.
2. confirm
___________________
3. We are encouraged to utilise our time well. 3. use
___________________
4. Everyone was shocked to learn about the debris of the plane.
___________________ 4. wreckage
5. We decided to terminate his contract after much thought.
___________________ 5. end
6. After his 2-year hiatus, he was excited to work with us again.
___________________
6. break
7. The more you purchase, the more free gifts you will receive,
says the salesperson.___________________
7. buy
8. We must make sure that we have sufficient funds before we
make a commitment to buy the premises.
8. enough
___________________
9. We will despatch the item as soon as we can so that the
customer will receive it immediately.
9. send
___________________
10. During his farewell party, we wished him all the best for his
future endeavours.
10. undertakings
___________________
11. We shipped the order two days ago.
___________________ 11. sent
12. I like the concept that you presented
___________________________________ 12. idea
Section 2
Here are some old-fashioned expressions that might confuse your
readers. Correct them by using modern business language.
For example:
With regards to your letter of 31 December 2013. (Old-fashioned)
Thank you for your letter dated 31 December 2013.
1. As spoken in our tele-conversation this morning.
________________________________________________ 1. As we discussed on the phone this morning
2. Kindly advise me on the nearest date available for our meeting.
________________________________________________ 2. Please let me know when we could meet up soon.
3. Should you require any further clarification, please do not
hesitate to contact the undersigned.
3. Please contact me if you need further information.
________________________________________________
4. I should be grateful if . 4. Please .
________________________________________________
5. Kindly revert your decision to me. 5. Please let me know your decision.
________________________________________________
6. We should be grateful if you could advise us on a date most
convenient to you.
6. Please give us a suitable/convenient date.
________________________________________________
Sentence and paragraph structure
Just as in other types of writing, we write sentences to convey our ideas in business
writing.
We start a paragraph by writing a topic sentence (the main idea of the paragraph)
and supporting the topic sentence with illustrations, examples or supporting
details.
I can confirm that the advertised CDs are of high quality. (The topic sentence
helps the writer establish the idea that the advertised CDs are of high quality.)
They are a compilation of various albums which have topped the charts. The reason for
their competitive prices is that they are a part of a consignment of bankrupt stock that
was shipped to us. (These two supporting sentences further substantiate the CDs.)

We must also remember that each point flows logically and coherently. This simply
means that we should use some connectors such as similarly or in addition to
indicate a similar idea; for instance when illustrating; and however or but
to show an opposite idea.
A table that illustrates the functions of various connectors:
Active voice and passive voice
In modern business writing, we are encouraged to use the active voice. An example
of a sentence in the active voice is Sharmaine finished the report by noon. There
are three benefits of using the active voice:
1. It is easier to write in the active voice.
2. It focuses on the doer (i.e., the agent that takes action). In the example
above, Sharmaine is the agent who finishes the report (takes action).
3. As the emphasis is on the agent and not the object (the report), your
writing becomes more personalised.
Well, there are generally four instances that we are encouraged to
write in the passive voice.
1. When something goes wrong and you do not wish to point an accusing
finger at others. For example: The printer was spoilt instead of Drashan
Singh spoilt the printer. In this example, the doer is not mentioned. Hence,
Darshan is spared the embarrassment.
2. When delivering bad news and you wish to distance yourself from it. For
example: Your loan application has been unsuccessful. Is this not a better
way compared to We have rejected your loan application?
3. When you wish to have a variety of sentences in your text. If you find that
there are too many sentences in the active voice, you may want to provide
some variety by including some sentences in the passive voice.
4. When you wish to put an emphasis on the object as it is what the reader
is interested in. Imagine some credit card firms saying this, Our credit
cards will be approved on the spot (by our managers). In this case, it is
the approval of the application and not the authority that will grant the
approval that will appeal to the reader. So, the phrase by our managers is
actually optional.
How do we identify a sentence in the passive voice? Look out for sentences
that contain verbs like will be completed, was not reported, is being
organised and were not informed.

Here are some examples for you:

1. The project will be completed soon (by the team from Finance). [Passive]
The team from Finance will complete the project. [Active]
2. The industrial accident was not reported (by the plant supervisor). [Passive]
The plant supervisor did not report the industrial accident. [Active]
3. The company annual dinner is being organised (by Shazlina of the HR
department). [Passive]
Shazlina of the HR department is organising the company annual dinner.
[Active]
4. The workers at the plant were not informed (by their supervisor) about
the meeting. [Passive]
The supervisor did not inform the workers about the meeting. [Active]
Activity 3.3
Section 1
Rewrite the sentences below so that they are in the active voice.
1. The new filing system was developed by our senior secretary,
Ms. Lim.
1. Our senior secretary, Ms. Lim, developed the new filing system.
________________________________________________
2. The investigation has been concluded by the anti-corruption
officer and the paperwork has been submitted. 2. The anti-corruption officer has concluded the
________________________________________________ investigation and submitted the paperwork.
3. Arrangements have been made by us for a new order to be sent
to you.
3. We have made arrangements for a new order to be sent to you.
________________________________________________
4. The concern that was raised has been addressed by the
chairperson. 4. The chairperson has addressed the concern you raised.
________________________________________________
5. The workshop will be conducted by Stephen Covey.
________________________________________________ 5. Stephen Covey will conduct the workshop.

6. The scholarship was awarded by us to the Most Promising


Employee of 2013, Gurmit Singh.
________________________________________________
6. We awarded the scholarship to Gurmit Singh, the Most Promising Employee of 2013.
Section 2
Here are some sentences written in the active voice. Rewrite them
so that they are in the passive voice.
1. The engineers submitted their reports on time.
________________________________________________
1. The reports were submitted on time by the engineers.

2. By the third quarter, the management announced high losses.


________________________________________________
2. By the third quarter, high losses were announced by the management.

3. We rejected your application after a deliberation of 2 weeks.


________________________________________________
3. After a deliberation of 2 weeks, your application was rejected by us.

4. The new clerk broke the coffee-maker at the pantry.


________________________________________________
4. The coffee-maker at the pantry was broken by the new clerk.
Tone
Have you ever read a letter or an email message that conveys respect to you as
a reader even though the word respect never appears in it? Alternatively, have
you felt a sense of urgency in a letter though the word urgent is absent from it?
We are able to gather such messages because of the tone or the way words are put
together. Let us look at the example below and decide what the tone is.
Its essential that the management decides on the next course of action immediately
before the media aggravates the situation by sensationalising it.

What do you think the tone is? Did you feel a sense of urgency while reading
the message? Which words gave you the idea? Consider these words: essential,
immediately, aggravates and sensationalising " they all indicate that the
situation calls for immediate action.
The table below shows you some of the commonly used words and phrases that
signal different tones. See if you have come across any of them in business writing.
Can you think of any other tones?
Do you agree that the tone of a message be it in speaking or writing, influences
the way you respond to it? Think of some suitable examples that you can find
from your own experience.
Activity 3.4
Write suitable sentences to reflect the tone of each statement.
For example: Inform your colleague to attend an important meeting.
(Urgent)
Please attend the meeting. Attendance is compulsory.
1. Invite your colleague to join you to contribute to the weekly
newsletter. (Informal)
1. Lets contribute to the weekly newsletter.
_________________________________________________
_________________________________________________
2. Inform your client that the shipment to him will be delayed.
(Negative) 2. I regret to inform you that the shipment to you will be delayed.
_________________________________________________
3. Share news about your promotion with your spouse. (Positive)
_________________________________________________
3. I have great news to share. I have been promoted.
4. Remind your boss about the conference. (Formal)
_________________________________________________
4. Sir, this is just to remind you that there will be a conference to attend.

5. Instruct your subordinate to bank in the cheques before making


payment. (Urgent) 5. Be sure to bank in the cheques before making payment.
_________________________________________________
_________________________________________________
Grammar: Subject-verb agreement
The most basic and essential area in the English language is sentence construction.
We must ensure that there is subject/verb agreement in our sentences. Here are a
few tips to help you remember subject/verb agreement:

Tip 1: Singular subject should be followed by singular verb.


Examples

The manager drives to work everyday. (Singular subject


+ Singular verb)
The managers drive to work everyday. (Plural subject +
Plural verb)
They are students of WOU in Penang. (Plural subject +
Plural verb)
Is she your secretary? (Singular subject + Singular verb)
Tip 2: When two or more subjects are joined by and, use a plural verb.
Examples

Hijaz and his wife work at the same office.


Shopping and dining out are her favourite pastimes.
Tip 3: When dealing with indefinite pronouns, use singular verbs.
Examples

Everybody in the team is happy about the success of


the project.
One thing that excites everyone is the year-end bonus!
Each of us dislikes people who lie.
Neither of us has any idea what the meeting is all
about.
Grammar 3.1
Imagine that you are going to attend an international meeting
where you will need to introduce your company to business
people from other parts of the world. Try picturing the people
you will be meeting there. What will they expect you to tell
them? What would you wish to share with them about your
company?
Start by writing some keywords or phrases. Once you have
sufficient ideas, fill in the boxes below with suitable sentences.
Remember that your sentences must have subject/verb
agreement. There are examples to help you.
Parts of a business letter
As mentioned earlier, there are generally three
major parts in a business letter,
namely, the introduction or opening, body and
conclusion. However, there are also other parts
in a business letter that we all tend to take for
granted. Let us take a look at a sample letter
below to identify the parts of a letter.
We are going to discuss the following section by constantly
referring to the sample letter on the previous page.
1. Letterhead
Most formal letters are typed on paper that has the company or
department letterhead. The same applies to fax messages (also
known as faxes). The reason for doing this is to add a sense of
authenticity and
formality to the letter.
2. Date
The date is essential to avoid any confusion. It is also useful for
record purposes. There are many variations that could be used
to state the date.

Here are some examples:


3 November 2014 or 3/11/14 (British)
November 3, 2014 or 11/3/14 (American)
3. Reference
The reference usually contains the initials of the sender and the
typist. So in this case, RI/SR as stated in the letter, the initials RI
stands for Rafik Ismail, the writer, and SR stands for Sarojini
Rama, the person who helped to type this letter.
4. The address of the recipient
In all formal letters, the address of the receiver has to be printed
on the left side of the letter. If the letter is printed on a page
with a letterhead, the address of the sender will be not
repeated.
5. Salutation
Use a personal salutation like Dear Mr. Chuah if the
receivers name is stated in the address. On the other
hand, if your letter is addressed to an organisation,
then use the formal salutation Dear Sir/Madam.
6. Heading
You write a heading (or a subject in the case of an email
message) to brief the receiver on the content of the letter. You
could either write it in full caps like this:

BRAND NAME WATCHES FOR 2014


or in lower caps as found in the sample letter.
7. The introduction
This part makes the purpose of the letter clear to the receiver as
the writer makes references to a request made by the receiver
earlier. You see this in this statement:
Thank you for your enquiry dated 20 October.
In the following sentence, the writer explains his purpose of
writing the letter which is to provide information on prices,
discounts and delivery
charges:
We enclose our newest catalogue and a price list giving details
of prices, discounts and delivery charges.
8. and 9. The body
These two paragraphs represent the body of the
letter. In (8), the writer explains the content of the
letter which includes the information on the
brand name watches. In (9), the writer informs the
receiver about the recommended action for him to
take.
10. The conclusion
This part allows the writer to maintain goodwill with the
receiver by providing him/her with his/her last
thoughts. In the sample letter, the writer informs the
receiver that he hopes to hear from him soon.
11. Complimentary close
There are a few ways of writing the complimentary close. The
two most common ones are Yours sincerely (used when the
writer addresses the receiver with a more personal salutation
like Dear Mr. Chuah) and Yours faithfully (used when the
writer uses the more formal Dear Sir/
Sirs/Madam/Madams).
These days, we also use Best regards as a complimentary close
as it eliminates all possible confusion. Best regards can be
used for both formal and personal salutations.
12. Signature of writer
We usually leave some space of about
4 5 lines after the complimentary
close for the writers signature.
13. The writers designation
When the writer represents his/her
organisation in a letter, it is proper
for him/her to state his/her designation after
his/her signature so that the receiver is aware
of his/her position within the organisation.
14. Enclosure
This part indicates to the receiver that
there is an enclosure in the letter.
15. Copy
This part shows if and to whom copies
are circulated.
Framework for structuring parts of a letter
We are expected to do all types of business
writing at the workplace. Some business
documents are short and routine. Hence, they
can be written without any special
preparation. On the other hand, there are
documents which require more careful
thought and planning. Having a framework that
helps us to structure the parts of
a letter can make the job of organising the
content an easier one.
Notice how the introduction/opening explains the
purpose of the writer in writing
the letter. The details provide information on the CDs
in terms of their quality and price. As for the
feedback/action, the writer informs the receiver on
what he should do after reading the letter.
Lastly, the conclusion/closing is where the writer
establishes goodwill by thanking
the reader for reading his letter.
Activity 3.7
Here are excerpts of two documents that have
not been paragraphed.
Divide each one into four parts by using the
four-point framework
as your guide.
2. Thank you for your letter enclosing the jacket that you
recently purchased. I regret to hear that the jacket tore,
particularly in such embarrassing circumstances. Our jackets
are designed for durability and this should never have happened.
I have examined the jacket and found that there is a fault in
the stitching on the seam. They have been sent to our Quality
Control Department which is carrying out an immediate
investigation. I am enclosing a cheque for RM250 covering
the cost of the jacket and your postage costs plus a gift
voucher for RM50 with our compliments. Once again, many
apologies for the inconvenience caused. I hope it will not
prevent you from supporting us in the future.
Layout
Have you paid any attention to the layout of how business
letters are presented?
In the simplest term, layout means the way a letter is
presented or displayed. The fully-blocked layout is the
most widely-used method of display for all business
letters. In the following section, we will learn more about
this method of displaying
business letters.
Fully-blocked layout with open punctuation
These days, business people use fully-blocked layout in their
business correspondence. This style is thought to be more suitable
because it has a more businesslike appearance and also saves time as
it does not have indentations for new paragraphs or the closing. In
fully-blocked layout, all the parts of the letter are aligned against the
left-hand margin. It also has open punctuation which is another
time-saver as it eliminates unnecessary full stops and commas
in business writing.

You will see many sample letters in this unit and all of them adopt
this style " fully-blocked layout with open punctuation.
Punctuation
We use punctuation to clarify the meaning of what
is written. Errors in punctuation can cause
confusion. Not only that, these errors can also
change the meaning of our message, causing
others to misinterpret our ideas. Let us see how
much we understand the rules that govern the use
of punctuations.
Full stop, question mark and exclamation mark
All these symbols indicate the end of a sentence.
1. A full stop " We usually use a full stop to mark the end of
a sentence.
For example: We look forward to serving you better.
2. A question mark " We use it when we ask a question.
For example: Could you please let me know if quantity
discounts are available?
3. An exclamation mark " Though we rarely use it in
business writing, there
are times that it is used when we wish to convey strong
emotions.
For example: Congratulations on winning our Win A
Handphone Contest!
Commas
We use commas in various situations such as these:
1. When we list three or more items.
For example: Please get me some biscuits, cookies, snacks and drinks
for the party.
2. When we write an idea after an introductory dependent clause.
For example: Before you can get the recognition of the company,
youll need to prove that you are good at what you do.
3. When we wish to write a descriptive group of words.
For example: Maya Nair, the new finance manager, will be transferred
to HQ soon.
4. When we are dealing with two complete thoughts that are
separated by or, yet, so, for, and or nor.
For example: Ahmad has the requirements and Sarjit has more
experience.
Dashes and hyphens
We use a dash when we wish:
1. To show that there is an extension of thought in a sentence.
For example: I thought that she would get the promotion " but I
was wrong.
2. To use it as an alternative to brackets.
For example: All passengers " and that includes the VIPs " have
been subjected to a body search for security purposes before
boarding the plane.
Hyphens are commonly used where two or more words are treated
as one. Here are some examples: self-denial, user-friendly, up-to-
standard and a people-person.
Apostrophes
An apostrophe has many uses. Here are some of them:
1. To indicate omission of a letter or letters.
For example: Its (It is) important that you dont (do not)
forget your credit
cards the next time you travel abroad.
2. To show ownership or possession when the owner is
singular.
For example: the secretarys files the managers office
3. To show ownership or possession
Activity 3.8
As a quick revision, complete these sentences by deciding which
punctuation mark is being referred to.
1. A ______________ marks the end of a sentence. 1. full stop
2. A ___________ shows that there is some doubt on the part
of the speaker or writer. For example: What do you think about
the situation?
2. question mark
3. A ____________ is normally used either when we intend to
divide a word or join two words. 3. hyphen
4. However, we should not mistake it for another " longer " mark:
the __________________.
4. dash
5. When we wish to express surprise or anger, or make an emphasis,
we usually use the ________________. 5. exclamation
6. An ____________ is used in possessives and it can also be used
in contractions. 6. apostrophe
Activity 3.9
Read the following text. Add suitable punctuation marks and
Congratulations
some capital letters whereveron you do you
relevant. find your
Divide thenew job?
text into four
paragraphs. As requested, I enclose a copy of the programme
schedule for the New Recruit Orientation Week. It will
congratulationsbeonheld from
your 25 August
recent to 30 August.
promotion Following
as hr manager yourhow do
assistants telephone call, I have scheduled a session
you for you to give your briefing to the recruits. This
find your new job as requested
session is scheduledi for
enclose a copy
Tuesday, of the
26 August, programme
starting at
schedule for the2.30
newp.m.
recruit orientation week it will be held
from 23 august Itoam28 august
now in the following your assistants
midst of completing the final telephone call
i have scheduled a session for
arrangements for you to give
the week. yourappreciate
I would briefingitto the
if you
could confirm
recruits this session that thefor
is scheduled proposed
tuesdaytime24and date will
august be
starting at
convenient for you.
2.30 pm i am now in the midst of completing the final arrangements
for the week i would appreciate
In addition, I would it if be
also you could
happy confirm
to receive anythat the
proposed time andsuggestions you be
date will mayconvenient
have on the programme
for you inby this
addition
Wednesday, 30 July, if possible.
i would also be happy to receive any suggestions you may
Summary
In this section, you have been introduced to some
fundamentals of business writing ranging from
vocabulary, sentence structure, active/passive voice and
tone to grammar.

You have also learnt about some guidelines on presenting


information in business letters. You also looked at the
various parts of a business letter.
The framework suggested in this section is aimed at
assisting you in your organisation of ideas. Make sure you
use it the next time you find yourself drafting a business
letter. Use the framework as it is extremely helpful in
organising ideas.

The section on punctuation is another area that you


should remember. Punctuation marks are essential in
writing as they help us to convey our message according
to their intent.
Before you move on to the
next section, try out Self-test
3.1.
In the next section, you will be given the opportunity
to develop business letters. That is the time for you to
use all that you have learnt in this section.

One last point before we move on to the


next section: Write simple sentences in modern business
English to save time " not just yours but also your readers.
Self-test 3.1
The main items to be in your answers should approximate
the sample answers towards the end of this unit. Please do
not look at the recommended answers before you have
attempted these questions.

1. Read the letter and rewrite it correctly by using suitable


grammar, punctuation, spelling and vocabulary.
Dear Mr. Tan,
I must write to you formally to say how very happy I was
to meet you and your business partner, Vasugee last
week. Thank you so much for your hospitality.

Please accept my congratulations on your new


appointment to the Board of Sandy Bay Hotels. I feel
sure that your experience will be greatly valued.

I hope you will come to our office where my colleagues


would love to meet you. My manager will be delighted
to see you too. I also suggest that we meet for lunch
soon. So, please give me a date.
Give me a call soon.

Yours faithfully,
Shangetha Pillai
Shangetha Pillai
Assistant Marketing Manager
Section 1
There are no capital letters, punctuation marks or
paragraphs in this letter of complaint about late
delivery to a manufacturer of medical equipment.
Write the letter correctly. Divide the body of the letter
into three paragraphs.
Dear Mr. Ricky Loh,
We are writing to point out that the delivery which
arrived last Friday, 21 March, was a week late.

This is the third time we have had to write to you on


this subject and we cannot allow the situation to go on
like this. We have explained that it is extremely
important for medical equipment to arrive on due
dates as late delivery could create serious problems.
Unless we have your firm guarantee on the promptness
of all future deliveries, we will have to look for
another supplier.

Could you please confirm this before we place our next


order?
Yours faithfully,
Ranjit Kaur
Ranjit Kaur
Head of Administration
3.2 Types of Business Letters
Objectives
By the end of this section, you should be able to:
1. Identify parts of a business letter.
2. Compose a suitable introduction, body and
conclusion for business letters.
3. Write letters in full block and modified block
layouts.
4. Use appropriate punctuation marks in business
writing to convey meaning
clearly.
Introduction
Generally, we know that there are numerous types
of letters that make up business
correspondence. There are good news letters, bad
news letters, complaint letters,
enquiry letters and goodwill letters.
Good news or bad news?
What makes a letter a good news letter or a bad
news letter? Actually, the purpose
of writing a letter determines its nature.
Direct and indirect approach/strategy
Ask yourself this question. If you were excited to share a piece
of good news with a colleague, would you go straight to the
point (of the good news) and then proceed with the evidence
later?
Example

Congratulations! You have won the grand


prize in the slogan-writing contest. (Good
news/Main idea)
Your slogan was picked because it was the
most unique and interesting one to our panel
of judges. (Evidence/Supporting idea)
As you can see, the strategy used in the example is the direct
strategy/approach.
You approached the reader first by stating the main idea and
then the evidence or
supporting idea. Generally, we also use the direct approach
when writing neutral
letters. This means that the reader will be neutral about your
message.
Example

I would like to enquire about the HP printer that you


advertised in The Star recently.
(Neutral/Main idea)
Could you please inform me about its cost, special
features and warranty period?
(Evidence/Supporting idea)
The reason for using the direct approach is the favourable or neutral
reaction of the reader.

We use the indirect strategy when we have bad news to share with our
reader. The indirect approach requires us to state the supporting
ideas/evidence first before breaking the bad news to our reader.
Example

This year, I received an overwhelming response from the public.


All in all, there were 200 applicants who applied to be tutors at
our university. Unfortunately, we only have 20 vacancies at the
moment. (Evidence/Supporting ideas)
We regret to inform you that your application this time has not
been successful. (Bad news/Main idea)
Nevertheless, we will be keeping in touch with you should there
be a vacancy in the future. (Buffer)
A buffer is an affirmative statement that softens the blow
or the negative effect of the bad news. Wherever possible,
we provide a buffer so that our reader does not end up
being too disappointed with our bad news.
Activity 3.10
Read the situations below and decide which approach you should
select. Discuss your reasons for selecting each approach with your
coursemates during your tutorial session.
1. A letter asking when your newly ordered car will arrive.
2. A letter from a recent university graduate requesting for a letter
of recommendation from the dean of the faculty.
3. A letter announcing the retrenchment of an employee of the
company.
4. A letter that announces that employees private calls will be
disallowed at the plant.
5. A final request to settle an outstanding bill.
6. A notice to inform the staff that there will be a pay-cut this year.
7. A letter accepting a job applicant.
Good news and neutral business letters
As mentioned earlier, a direct and straightforward
approach works well for good news and neutral letters.
Using the direct approach is appropriate as our reader is
informed about the impending good news almost
immediately, resulting in his/her being eager to read
the remaining of the message. Like most of us, our
readers look forward to receiving good news.
Below is a sample letter that contains good news:
Dear Ms. Saraswathy Maniam,

Selection for the North Region Scholarship


Congratulations! The North Region Foundation has selected you as one of the seven
recipients of the North Region Scholarship in the Developing Leaders of Tomorrow
programme. [OPENING/INTRODUCTION presents good news and sets the
tone for the entire letter.]
The 12-week programme will begin on 15 January 2014 with a week of orientation
at our academic centre in Alor Setar, Kedah. Upon completing the orientation, you
will then proceed to complete the other 11 weeks at our learning centre in Penang.
The programme ends with a seminar which will require you to present a paper on
a relevant topic that you will determine at a later date. [DETAILS provide more
information.]
The enclosed packet provides detailed information about preparing for and
attending the Developing Leaders of Tomorrow programme. One of our coordinators
will contact you a week before the commencement of the programme. [DETAILS
provide more supporting information.]
We hope that you will benefit from this programme. We look forward to meeting
you soon. Again, congratulations to you. [CLOSING closes on a friendly note
that aims at building goodwill.]

Yours faithfully,

Daryl Lim

Daryl Lim Yoke Meng


Senior Programme Coordinator
Notice how good news is presented right at the beginning of the letter to
hold the
attention of the reader.
Here are some steps that you could use in planning a good news letter:
1. Begin the letter with the good news that the reader wants to know "
preferably in the first sentence.
2. Provide supporting details after you announce the good news.
3. Make sure you end the letter with a positive closing.

Even when writing a neutral letter, using the direct approach is


suitable even though a letter of this nature typically does not arouse
any strong emotions in our reader.

This is because the reader would simply receive or provide


information as statedin the letter.
Below is a sample of a neutral letter:
Dear Programme Coordinator Mr. Baljit Singh,
Developing Leaders of Tomorrow Programme
This is to inform you that I have notified all the seven North Region Scholarship
holders that they have been accepted into the 12-week programme. Hence, you
need to start helping them in their preparation for the programme. Apart from
ensuring that they have the necessary documents, please assist them in their
travel plans. [OPENING/INTRODUCTION presents the most important news
and sets the tone for the entire letter.]

I also enclosed the information packets in the letters that I sent out. Besides that, I
also entered their personal information into the database that we have. This will help you to
contact them individually. Do make sure that you have the contact
numbers of their parents or next-of-kin in case of emergency. [DETAILS
provide more information.]

The scholarship holders for this year have impressive academic qualifications. I
believe they will be an interesting lot to work with. I hope that you will enjoy having
them in this programme. Please contact me at 04-2881213 or my assistant,
Margaret Leong, at 04-2881215 if you need further information. [CLOSING
closes on a friendly note that aims at building goodwill.]
Thank you.
Yours faithfully,
Daryl Lim
Daryl Lim Yoke Meng
Senior Programme Coordinator
Notice how similar a neutral letter is to a good news letter.
Both present the information at the very beginning to set
the tone for the entire letter.

Here are some tips for writing neutral letters:


1. Begin the letter with the most important information
that will capture the attention of the reader " preferably
in the first sentence.

2. Then, present less important information and supporting


details.

3. As in a good news letter, close with a friendly and positive


paragraph.
Activity 3.11
Read the situations below and complete the following tasks.
Situation 1
Your company is scheduled to host the annual dinner and dance
for all employees. This year, your department has been chosen to
organise the function. As the newly nominated project manager,
you wish to inform the members of your department to volunteer
their assistance and suggestions to make this function a success.
You plan to hold your first meeting with them soon. You have
decided on a date and you hope that they will be able to attend
the meeting so that all of you would be able to get some ground
work started.
Task 1: Based on the situation above, answer the following
questions.
1. What kind of letter do you think you should write " a good
news letter or a neutral
Dear letter?
colleagues,
________________________________________________
This is to inform you that I will be calling
1. A neutral letter. for a meeting
________________________________________________
on 24 October. The purpose of this meeting to is kick-
2. What would your
start ourpurpose
plans of forwriting this letter
the coming dinnerbe? and dance which
________________________________________________
will be held 2.later this year.
To inform the members of your department to volunteer their
assistance
know,andoursuggestions
companytowill
________________________________________________
As you already makebe
this functionthe
hosting a success.
3. What kindannual
of information
dinner and would you present
dance first?
for all employees. This year,
________________________________________________
our department has been chosen to organise the
3. The date of the meeting and the purpose of the meeting.
________________________________________________
function. As the newly nominated project manager, I
4. How would you close
would like the letter?
to encourage the members of our
________________________________________________
department to volunteer their assistance and
4. Inform the readers that you hope that they will attend the meeting.
________________________________________________
suggestions to make this function a success.
Please make yourselves available for the meeting on 24
October. I am looking forward to meeting you.
Task 2: Proceed to write an appropriate letter based on the situation
Yours faithfully,
above.
Vincent Tan
Vincent Tan
Human Resources Department
Situation 2
Your company advertised the post of administration executive in
one of the local newspapers. Of all the job applicants that you
interviewed, Patrick Gomez is the most outstanding one whom
you plan to employ for this post. You were impressed with his
good communication skills, proficiency in English and working
experience.
You believe that your company will benefit from his contribution.
Task 3: Based on the situation above, answer the following
Dear Mr. Gomez,
questions.
Congratulations on being successful in the recent
1. What kind of letter do you think you should write " a good
interview! We are happy to inform you that you have
news letter or a neutral letter?
been selected for the post of administration executive
________________________________________________
in our1. company.
A good news letter because you have good news to share with the reader.
________________________________________________
We were impressed with your good communication
2. What would your purpose of writing this letter be?
skills, proficiency in English and working experience.
________________________________________________
2. To inform
We hope that the reader
these that he has
qualities been
will successful
benefit our in getting the job.
________________________________________________
organisation. We also hope that you will be able to start
3. What kind of information would you present first?
work the soonest possible.
________________________________________________
I would like to take this opportunity to welcome you to
2. To inform the reader that he has been successful in getting the job.
________________________________________________
our organisation. I look forward to working with you
4. How would you close the letter?
soon.
________________________________________________
4. Welcome him to the company and inform him that
________________________________________________
Yours faithfully,
you are looking forward to working with him.
Vincent Tan
Task 4: Write a suitable
Vincent Tan letter to inform him about your decision.
Human Resources Department
Bad news business letters
While it is relatively easy to write good news and neutral letters since
our readers emotions are not affected in a negative way, writing a bad
news letter could be a challenge to some of us. You may wonder what
kinds of letters are considered bad news letters. Well, remember the
time you might have received a reminder letter of late payment from a
credit company or one that informed you that your request for a
housing loan had been rejected by the bank.

In the following section, we are going to discuss how we could plan an


effective bad news letter by using a suitable strategy and good choice of
words/expressions.
Let us take a look at the sample bad news letter below to understand its
features.
Dear Cik Suhaila Mansor,

North Region Scholarship


Thank you so much for showing an interest in our scholarship. This year,
the public has shown an overwhelming interest in the North Region
Scholarship. Upon reading your application letter, we have found you to
be a self-motivated individual whose keen interest in developing your
leadership qual i t ies is wor th not ing. [OPENING/INTRODUCTION
opens with a buffer to prepare the reader for logical decision making.]
We considered many factors in our decision-making process. These factors ranged
from academic qualifications, working experience to personality traits. As the
Developing Leaders of Tomorrow programme is aimed at developing individuals
with potential leadership qualities, we have to ensure that all our scholarship
holders possess all the requirements that we have set. With the limited number
of scholarships offered this year, we found our decision making exceptionally
challenging. [DETAILS present the background or basis for making the
decision.]
Although your qualifications impress us, we have found the other applicants to be
more suitable. However, we do welcome you to join us in the programme. Because
of your interest, we have decided to waive your registration fee. We hope that you
will still be able to be part of the programme. [DETAILS present the main idea or
decision and immediately offer a positive alternative (such as waiving the fee).]
Once again, we thank you for your interest. We look forward to hearing from you
soon. Should you decide to join us in the programme, please contact me at 04-
2881213 or my assistant, Margaret Leong, at 04-2881215. [CLOSING closes on
a friendly note that aims at building goodwill.]
Thank you.

Yours faithfully,
Daryl Lim
Daryl Lim Yoke Meng
Senior Programme Coordinator
Notice the bad news letter above does not begin with the main idea or bad
news.
Instead, it uses a buffer to soften the negative effect that would eventually
be presented to the reader. Also, notice that the main idea or bad news is
only mentioned once " Although your qualifications impress us, we have
found the other applicants to be more suitable. This line is immediately
followed by more positive statements "
However, we do welcome you to join us in the programme. Because of your
interest, we have decided to waive your registration fee. We hope that you
will still be able to be part of the programme.
Here are some points you should consider when writing bad
news letters:
1. Always begin with a buffer " viz., a neutral statement that
is meant to soften the bad news.
2. Make sure you cover all the reasons or factors that caused you
to make the decision. You want your reader to understand the
logical reasons that prompted you to make that decision.
3. Then, write a sentence or line that informs the reader about
the bad news. Communicate this in a tactful and positive way
without elaborating too much on the bad news. For instance,
never write this: You were not chosen because your results were
not good. Furthermore, you lack working experienceand the right
personality for this job.
4. If possible, provide positive and helpful suggestions or
alternatives.
5. As always, close with a positive statement that will help you to
maintain goodwill with the reader.
Activity 3.12
Read the situation below and complete the following tasks.

A member of your staff, Choo Lee Ming, applied for four days of
leave from 26 December to 29 December. She informed you that
she was planning to take a vacation overseas during that time. Upon
checking the work schedule at your department, you discovered that
two others of your staff have had their leave approved prior to Lee
Mings application. You cannot afford to have three members of
your staff gone at the same time since it is the year-end and there
is much to do.

As a result of that, you would not be able to approve Lee Mings


leave. You would be glad to approve her leave if she decides to take
it earlier or later than the original dates.
Plan a letter to Lee Ming after answering the questions below:

1. How is Lee Ming likely to feel about your decision?


________________________________________________
________________________________________________ 1. Disappointed.
2. What are your reasons for writing this letter?
2. To inform Lee Ming that her leave has not been approved and also to
________________________________________________
explain the reasons for it.
________________________________________________
3. What buffer would be appropriate as an opening for the letter?
________________________________________________
3. To express how happy you are that Lee Ming is planning to take a vacation.
________________________________________________
4. What is the reason that will support your decision?
________________________________________________
4. The department is short of staff as two other colleagues have had their leave
approved prior to Lee Mings application.
________________________________________________
5. What alternative would you be giving Lee Ming?
________________________________________________
5. Suggest that she takes leave before or after the original dates.
________________________________________________
6. How would you close the letter so that you could maintain
goodwill with Lee Ming?
________________________________________________
________________________________________________
6. Hope that she understands your situation and is able to make
changes to her travel plans.
Routine business letters
You may have come across many routine business letters at the
workplace. They range from simple letters of enquiry to the more
challenging collection letters.
As you may already know, each type of letter has its own function
and purpose.
In the following section, we will be discussing some routine letters.
Each letter will be accompanied by a specimen letter which is meant
to familiarise you with its features.
Letter of enquiry and reply to enquiry

We usually write letters of enquiry when we require information


about products,services, prices or delivery dates. Even though a
lot of this can be done over the telephone, a written enquiry
would provide benefits to both parties " to the writer, an
opportunity to elaborate on information in detail; and to the
reader, a chance to make frequent references. When writing a
letter of enquiry, we should ensure that we are clear in stating
what we wish to know " viz., the information that we require from
the reader.
For example, we may be interested to know the price of a product
advertised in the newspaper. Now, take a look at the sample letter
on the next page.
Dear Sir/Madam,
We are a chain of retailers based in Penang and are looking for a vendor who can
supply us with a wide range of jackets for the ladies workwear market. We came
across the new designs that you advertised in the October issue of Trendy
Magazine.
[OPENING/INTRODUCTION indicates the purpose of the letter.]
We would like to enquire about any quantity discounts that you offer. As it is our
practice to place large orders, we would appreciate a quantity discount as well as
a trade discount. [DETAILS clearly state what the writer wants to know.]
If you find these conditions favourable and are able to meet large orders,
sometimes
as many as 1000 garments at a time, please send us your current catalogue and price
list immediately. [DETAILS indicate the ACTION that you expect the writer
to take in his reply.]
We hope to hear from you soon. Thank you. [CLOSING closes on a friendly note
that aims at building goodwill.]
Regards,
Peter Loh
Peter Loh
Chief Buyer
Womens Style Ltd.
Tel: 04-6642922
Fax: 04-6642222
Email: peter_loh@womenstyle.com
It is our responsibility to acknowledge enquiry letters promptly so that
our reader will have the information that he/she has requested for. In
order to sound positive to our reader who has shown interest in our
product or service, we could try to personalise our letter so that the
tone of the letter is appropriate and sincere.

Here is a sample reply letter to an enquiry letter received earlier.


When replying to an enquiry letter, we must make sure that we cover
all the points that were raised in the previous letter so that our reader
will have the information that he/she has requested for.

Notice how the writer in the following letter covers all the points
raised in the enquiry letter in the earlier section.
Dear Mr. Loh, [The salutation is personalised.]

Thank you so much for your letter dated 15 December regarding our latest range of
ladies jackets. I am pleased to hear that you are interested in placing a large order for our
jackets. [OPENING/INTRODUCTION acknowledges the enquiry letter received.]
I have asked my superior about the quantity discounts and trade discount that you
enquired about. I am glad to inform you that we are prepared to offer the discounts
to you as indicated in your letter. Our company is able to meet large orders as we
are familiar with dealing with both local as well as international clients. We are also
prompt in our shipments. [DETAILS clearly cover all the points raised in the
enquiry letter.]
I am pleased to enclose a copy of our latest catalogue and price list for your reference.
If you require more designs and colour schemes, I could send my representative
to pay you a visit so that you could also consider custom-making jackets that are
suitable for your market. [DETAILS indicate the ACTION you could take to
accommodate your reader.]
I would appreciate it if you could confirm your decision so that necessary
arrangements could be made. Please call me at 03-87368991. I look forward to
hearing from you soon. [CLOSING closes on a friendly note that aims at
building goodwill.]
Thank you.
Regards,
Marina
Marina Zainuddin
Sales Manager
Chloe Clothing Sdn. Bhd.
Email: marina-z@chloeclothing.com
Complaint letter and adjustment letter
Most people have had encounters where they wrote complaint letters to voice
their dissatisfaction, unhappiness or disappointment over a product/service. At
times, they could be so overwhelmed with their emotions that they end up
writing in a tone that is inappropriate. In this case, we should try to confine our
complaint letters to statements of facts instead of outbursts of anger and
frustrations.

To be fair to our reader, we should also provide him/her an opportunity to tell


his/her side of the story and rectify the problem. Alternatively, we could also
suggest how we expect the matter to be resolved.
Take a look at the sample letter of complaint below. See how the writer voices
her dissatisfaction and then suggests what she expects the reader to resolve the
matter.
Dear Mr. Ho,
Wrong Delivery (Order No. 1267) [A clear heading]
I received a consignment of MJ 150 mens suits to the above order yesterday (i.e.,
15 January 2014). However, the delivery consisted of mens suits in grey instead of
the ones in navy blue (colour code 110) that I asked for. [OPENING/INTRODUCTION
states the purpose of the letter.]

I have made similar orders before as the MJ 150 in grey is our best-seller and this
is the first time that a wrong consignment has been delivered to me. [DETAILS
explain the problem/ matter courteously and clearly.]

I would be grateful if you could check and see exactly what caused this mix-up.
Please send me the correct consignment as soon as possible and collect the wrongly
delivered goods. [DETAILS indicate the ACTION you would like the reader
to take.]
I hope that you will resolve this matter as soon as possible. Thanking you in advance.
[CLOSING closes on a friendly note that aims at building goodwill.]

Regards,
Kasturi Samy
Kasturi S. Samy
Marketing Manager
Bayu Timur Mens Designs
Email: marketing@bayutimur.com
When we write a complaint letter to another party, we
expect the person to take action to resolve the matter or at
least feedback to us on what he/she intends to do about the
subject of our complaint.

Here is a sample of an adjustment letter that responds to


the earlier letter of complaint.
Dear Ms. Kasturi,
Re: Wrong Delivery (Order No. 1267) [ A clear heading]
Thank you for your letter dated 16 January 2014 concerning the incorrect delivery.
[OPENING/INTRODUCTION acknowledges the previous letter.]
I have looked into the matter and found that the shipping company was responsible
in delivering the wrong order to you. Your order was delivered to another client
of ours who has voiced the same concern as you have. [DETAILS explain the
source of problem/matter courteously and clearly.]
I must tell you how much I regret to hear about the inconvenience caused. I would be
grateful if you could give the shipping company two more days for them to sort
things out. I assure you that your consignment will be delivered as soon as possible.
[DETAILS indicate the ACTION you would like the reader to take.]

Once again, sorry for the inconvenience. I will call you in a few days time to find
out the status of the consignment. Do call me at extension 2331 if you require any
further information. [CLOSING closes on a friendly note that aims at building
goodwill.]
Thank you.

Chee Wah Ho

Chee Wah Ho
Assistant Sales Manager
Latest Styles Marketing
Before we attempt the following activities, let us now look at another sample of a
complaint letter that is written using the fully-blocked layout. The situation and
specific requirements of the letter are clearly mentioned below:

Situation:
You are dissatisfied with the poor service that has been recently provided by the
company responsible for delivering your products to your customers. Using the
fully blocked layout, write a complaint letter to the company highlighting the
following:

informing them of the fall in the standard of their service and give two instances
of what happened
explaining why you are dissatisfied
describing the bad effect the service has had on your business
detailing what action you intend to take if the service does not improve
BEAUTYSENSE Sdn. Bhd.
101, Tingkat C-1-3, Supreme Garden,
12700 Butterworth, Penang.
Tel: 04-3001744 Fax: 04-3001745
OSL/PNG
22 March 2014
Miss Susannah Liew,
Speedy Courier Service
321, JalanAnggerikDua,
12800 Prai Industrial Estate,
Penang.
Dear Miss Liew,
Poor service of product delivery
The main purpose of this letter is to express my disappointment about the standard
of your service. I have been bombarded with calls and messages from my colleagues
complaining of the poor service they encountered with your company, such as the
inconsistent despatching time and the attitude of the despatch clerk.

My first concern is regarding the despatching time. According to our business


agreement, your company is supposed to pick up the goods from us twice a day. It
has changed to once a day recently and it was not communicated to us. We contacted
the customer service to arrange for the pick-up but were told that the schedule
for the day was full hence the arrangement could only be made the next day. The
inconsistent delivery schedule has caused us to have difficulty to meet our business
commitment that goods are despatched within 24 hours of the order reaching us.
Consequently, it may have a negative impact on our companys reputation, thereby
causing loss of client and business.
Another concern of mine is pertaining to the attitude of the despatch clerk. The
despatch clerk sometimes loses his temper when he is requested to wait in order for
us to get the goods ready. Besides, his improper attire is also an etiquette concern
for us as a skin care product distributor. The tousled hair and slippers leave a bad
impression on the customers when receiving the goods. It can indirectly produce
the same negative impact on our companys image and deteriorate our stature for
appointing your company as our appointed courier.

The service rendered so far is not satisfactory and is not in accordance to our
agreement. Failure to realize the impact of the poor service can have a great influence
on sales. If the service does not improve, I will not hesitate to bring the matter to the
next in hierarchy in your organization or optionally, have a face-to-face meeting with
your director. In addition, I will delay the cash settlement of outstanding invoices
to your company until we see some improvement.
I would appreciate your active involvement to improve and to restore the high
standard of service. Kindly look into the matter and take appropriate action soonest
possible.

Yours sincerely,

JeevanKumaran
JEEVAN KUMARAN (Mr)
Logistic Manager
BEAUTY SENSE Sdn. Bhd.
Activity 3.13
Task 1
Think about some useful phrases or expressions that we could use
when writing a letter of complaint. The first one has been done for
you.
1. I am extremely disappointed with the quality of the goods
delivered to me yesterday.
2. _________________________________________________
2. Please look into this and arrange for the goods to be
_________________________________________________
replaced as
3. _________________________________________________
soon as possible.
_________________________________________________
3. I expect to receive a complete refund for the broken
4. _________________________________________________
item.
_________________________________________________
4. This has certainly caused me much inconvenience.
5. _________________________________________________
5. I am very unhappy with the poor customer service at
_________________________________________________
your store.
Task 2
How about some expressions or phrases that we could use when
writing an adjustment letter? Here is an example for you. Write
other expressions you can think of.
1. Thank you for your feedback. We always appreciate the
opportunity to learn from you.
2. _________________________________________________
2. I have looked into the matter and found a
_________________________________________________
3. _________________________________________________
solution.
_________________________________________________
3. Please accept my apologies for the
4. _________________________________________________
inconvenience.
_________________________________________________
5. _________________________________________________
4. I sincerely hope that this new arrangement
_________________________________________________
will suit you.
5. I am sorry to hear about your unpleasant
experience.
Collection letters
A collection letter is written when a writer wishes to remind his/her reader that a
payment that is due has not been made. A good example of a collection letter is
one from the bank reminding its debtor that a repayment for a loan has not been
made. Of course, the tone will highly depend on many factors ranging from the
number of reminders that have been sent, the history of the debt and the previous
records of the debtor.
Here are two samples of collection letters which have vastly different tones. Can
you identify the tone of each letter?
Letter 1

Dear Mr. Harcharan Singh,


Account Number CIM 2199940 [ A clear heading that states the account
number.]
According to our records, the amount shown on our statement dated 30 April 2014
has not been paid. The amount is RM916.00. [OPENING/INTRODUCTION
directly states the purpose of the letter by providing the amount due.]
Please ignore this letter if payment has already been made by the time you receive
this letter. However, if the payment has been overlooked, I would appreciate it if
you could settle this amount as soon as possible to avoid further reminders.
[DETAILS the writer uses tact while giving the benefit of the doubt to the
reader.]

Thank you. [CLOSING closes on a friendly note that aims at building goodwill.]

Yours faithfully,

Razak Aziz
Razak Aziz
Accounts Manager
CIM Bank
Jalan Mahsuri Branch
Letter 2
Dear Ms. Subaidah Amin,

Account Number 15152 [ A clear heading that states the account number.]
Your negligence in making a payment of RM2355.15 makes it necessary to send this
final reminder to you. Your account with us is already 3 months overdue. [OPENING/
INTRODUCTION directly states the purpose of the letter by showing the
urgency of the matter.]
You have been sent 3 reminder letters before this and we are disappointed that no action
has been taken on your part. Please be informed that when accounts become more than
3 months overdue, they will be referred to our solicitors who will then take steps
to recover the amounts due. [DETAILS explain the urgency of the matter.]
I would advise you to settle the overdue amount stated immediately to avoid any
undesirable consequences. [DETAILS advise the appropriate action to be
taken to avoid inconvenience.]
This notice may be disregarded if the outstanding amount has been settled. [CLOSING
the writer still uses tact in the closing to ensure that goodwill is maintained.]
Yours faithfully,

Razak Aziz
Razak Aziz
Accounts Manager
CIM Bank
Jalan Mahsuri Branch
Grammar 3.2
Here is a letter requisition for payment. Choose the most appropriate
word for each option in brackets in this letter requesting payment.
Dear Ms. Cheng Li Li,
We wrote to you on 15 January concerning the above 1. _______ 1. bill
(account, bill, receipt) for RM7000.00 which has now been out
-standing 2. ___________ (for, since, about) two months. When
2. for
we agreed to offer you credit facilities, we stressed that it was
essential to 3. _____________ (pay, clear, handle) accounts 4.
_______________ (in, at, on) the exact date, particularly as we 3. clear
generally do not 5. ________ (supply, offer, present) credit terms.
Delayed payments can create problems for us 6. __________
(by, to, with) our suppliers. Hence, we would appreciate it if you 4. on
could either let us know why the 7. ______________ (balance,
credit, payment) has not been paid or let us have a remittance 8. 5. offer
______________ (within, for, during) the next five working days.
We would be grateful if you would take action immediately. 6. with
Yours faithfully,
A. Massing 7. balance
Andrew Massing
Accounts Executive 8. within

What do you think the tone of this letter is?


Summary
In this section, you learnt that letters play an essential role in business
correspondence. The many specimen letters you read earlier show
that there are various types of letters which have different purposes.
Due to varied purposes, writers have to adjust their phrases and
expressions so that their letters convey their message accurately and
effectively. In addition, adjustment is not only done on phrases and
expressions but also the strategy or approach that should be used so
that our readers are able to elicit the information successfully. Since
you now have more experience in writing letters, do pay attention
to the business letters that you come across at the workplace.
You would have found that this unit provides you with opportunities
to lay the groundwork for writing business documents. You may also
discover that business writing has evolved tremendously over the
years. Modern business writing revolves around informal, friendly
and plain language which helps you (as the writer) to convey your
ideas clearly.
As it is with other language skills, do be reminded that writing skills
do not develop in a short span of time. You may have to consciously
practise the skill of selecting appropriate words in conveying your
ideas and writing letters frequently. In addition, do pay attention
constantly to the sample letters that are in this unit. Focus on how
ideas are conveyed in clear and tactful ways so that goodwill between
the writer and the reader can be maintained.

As always, please attempt the recommended exercises in your


workbook. These exercises are aimed at further consolidating your
writing skills. Do remember that practice makes perfect!
Self-test 3.2
Answer the following question. The main items to be in your
answer should approximate the sample answer towards the end
of this unit.

Please do not look at the recommended answer before you have


attempted the question.

Imagine receiving the letter below which was written by an


angry customer who visited your store recently. How would you
respond to his letter?

Write a suitable letter to this customer, explaining to him about


what you intend to do about the matter. You could refer to the
framework in section 3.1 to help you structure the letter.
Dear Sir/Madam,
I am writing to express my disappointment about the way I was
treated when I visited your store recently.
When I asked the salesperson for assistance, she not only ignored
Dear Sir/Madam,
me but continued chatting with a colleague. When I interrupted
Thank you for your letter dated . We regret to hear
them, they frowned and stared at me. When I persisted, one
about your experience at our store recently.
salesperson offered some assistance reluctantly and when I
Our company has always valued customer loyalty.
requested for more help, she dared to tell me that she was due
Hence, we prioritise a high standard of customer
for her lunch break!
service among our staff.
I have been a customer of this store for 5 years. It is clear that your
In fact, the members of our staff are given constant
customer service policy leaves a lot to be desired; otherwise, the
training in customer service.
salesperson would not have dared to treat a customer in such a
Upon learning of your experience, we investigated the
way. I intend to take my business elsewhere " where I am treated
matter and reprimanded the staff concerned. We
with respect and gratitude!
assure you that we will try our best to uphold our policy
Yours faithfully,
of ensuring customer satisfaction.
We thank you for having been our loyal customer for
the past 5 years and we sincerely hope that this
incident will not stop you from supporting us in the
future.
We truly value your business.
Yours faithfully,
3.3 Memos
Objectives

By the end of this section, you should be able to:


1. Identify the functions of memos.
2. Write grammatically-correct sentences to convey the
message in a memo.
3. Write clear and accurate sentences by adhering to
guidelines provided.
Introduction
While we usually write business letters to external readers, we find
ourselves writing memos to internal readers who are people who work in
the same organisation as us.

In fact, the memo is a written message that is used within the


organisation.

What was the content of the memo?

You see, memos are used for many routine purposes at the workplace.

This section will inform us about the characteristics of memos, their


purposes and some guidelines on writing effective memos at the
workplace.
What is a memo?
You may have come across memos which have letterheads that sound like these:
From the desk of ..., Dont forget to ... or Reminders ...

How about the messages on memos that you have read? Do they sound something
like the ones below?

Meeting with MD at 3.30 p.m., Remember to get more A4-sized paper


or Report must be submitted by this evening, latest by 5.00 p.m.

Memos are simple and informative.

some that are more complex and formal.

even the complicated memos have the same purpose and that is to either remind or
inform the reader.
Here are some characteristics of memos:
1. Memos are meant to simplify communication internally.
This means that the information conveyed is for people who
work within an organisation.

2. We write memos to convey information rather than build


business relationships with others. Because most memos are
brief and simple, we should write them to inform or remind
rather than to build goodwill with our colleagues or workmates.
Parts of a memo

Have you noticed how a standard memo looks like? Well, a


standard memo is usually divided into segments.

This is done for two main reasons: to organise the information


and to help achieve the writers purpose. Let us start with the first
reason.
Heading segment
The heading segment follows this general format:

To: (readers names and job titles)


From: (your name and job title)
Date: (complete and current date)
Subject: (what the memo is about, highlighted in some way)

Tips for writing this segment:


1. When addressing your reader, do make sure that you have his/her correct
full name and job title. You might address your boss as Hanif during a game
of tennis or an informal lunch but Hanif Ibrahim, Managing Director
would be more appropriate on a formal memo.

2. Your subject line must specific and concise. For example, Important as a
subject line could mean anything from an urgent meeting to a reminder
for new office stationery. Instead, you may want to use something like
Important Meeting on 2014 Training Budget.
Opening segment
Just as it is usually with a business letter, the purpose of a memo
is usually found in the opening paragraphs and is presented in
three parts: the purpose of the memo; the context and the
problem; and the specific assignment or task.

1. The purpose statement of a memo states your reason for


writing it. This is where you clearly inform your reader why you
are writing the memo " be it a reminder or a call to action. Do
remember that a memo is supposed to be brief and to-the-point.
Hence, you want to come right out and tell your reader the kind
of information that is in store.
For example, you may say: This memo is to remind all
management staff to attend an urgent meeting to finalise the
training budget of 2014.
Tips for writing this segment:
Be concise and accurate in this segment. Include only necessary information
that you think your reader should know. Resist rambling on with some
insignificant details.

2. You may want to state the background or details that you wish your reader
to be aware of. For example, you may want to inform the management team
that their contributions are helpful in ensuring that every departments
training needs are addressed in the 2014 training calendar. For instance,
Since the meeting will centre on the training budget for 2014, it would be
great if everyone could contribute by stating the training needs of their
respective departments.

3. Finally, in the task statement you could describe what you are doing
to deal with the situation and help solve the problem. For example, At the
moment, I am in the midst of running the training needs analysis and
compiling data from it.
Closing segment
After giving the information to your reader, you want to close
with a courteous ending that states the action(s) you want your
reader to take.

To encourage your reader to do what you recommend, be sure to


state how he/she would benefit from
the desired action(s).

For example, you might say, I will be glad to receive feedback


from you on your departments training needs so that sufficient
funds could be allotted to ensure that no staff is left out of the
training.
Here is a sample of a memo. Notice the number at the end of each paragraph.
[1] " This paragraph states the purpose of the memo. In this case, the purpose
of the memo on the next page is to inform the readers about a meeting that
will be held on 12 December 2013.

[2] " This paragraph provides the background in which the writer informs
the readers about the situation they are in. The writer states that the
feedback of the readers is required for him to plan the budget for training
in 2014.

[3] " This paragraph states the actions to be taken by both the writer and
readers. The writer informs his readers that he is in the midst of carrying
out the training needs analysis (TNA) for the organisation. At the same
time, he hopes that the readers will be able to provide information he
needs to further allocate necessary funds for training.

[4] " This final paragraph is the closing which states the writers hope for
full attendance.
As you can see, the organisation of the content of the memo is
similar to the 4-point plan mentioned in the previous unit on
business letters.

Also, notice that you do not need to add expressions like


Thank you or With regards at the end of memos. These
expressions are only necessary in letters and email messages.
MEMO
To: All managers
From: Kevin Lee (Training Executive)
Date: 2 December 2013
Subject: MEETING ON TRAINING BUDGET OF 2014
Its that time of the year again where your feedback on the training needs of the
staff in your department is required. For this reason, we at the Training
department
would like to have a meeting with all of you on Friday, 11 December 2013 at 2 p.m.
The meeting will be held in Topaz Room at the Main Office. [1]
As you already know, all staff members are entitled to attend training
programmes
aimed at upgrading their technical knowledge. Hence, proper allocation of funds
needs to be done to ensure no one is left out of the opportunity for training. [2]
In fact, I am in the midst of carrying out the training needs analysis (TNA) and
should be
able to brief all of you on the data collected when we meet. Please come prepared
with
your own data so that we could have a discussion on the allocation of funds for
2014. [3]

I look forward to meeting all of you next Friday. [4]

Kevin
Activity 3.14
Read the memo below carefully and answer the questions which follow.
To: All staff
From: Ashok Nair
Subject: Maju Jaya Industries visit
Date: 15 January 2014

On 20 23 January, Encik Marzuki Azman of Maju Jaya Industries,


Johor Bahru, and two of his associates, will be visiting the plant.
Maju Jaya Industries has recently placed a five-year contract with
us to supply them with automobile components.

While our sales manager, Lim Chee Seng, will be escorting


them during their plant visit, it may be necessary for individual
employees to answer questions or explain production procedures
in their respective sections. Hence, please ask your staff to be as
helpful and informative as possible. It will also be necessary for
lunch hours and breaks to be scheduled so that there is always
someone available in each department.

Your cooperation in this matter is essential and will be greatly


appreciated.
1. Who will be escorting the visitors during their visit to the
plant?
_________________________________________________
2. What are the employees asked to do?
_________________________________________________
3. Why is their help so essential?
_________________________________________________
4. Which words in the memo have a similar meaning to the
following?
a. parts of an engine " - ___________________
b. ways of doing things - __________________
c. help - __________________
d. very important - ___________________
Grammar 3.3
In our business writing, we find ourselves writing to inform
our readers about situations that show cause and effect. For
instance,
If you lead by example, your subordinates will respect you.
Apart from showing what is likely to happen as the result of a
future action, the first conditional is also used for promises
and threats. For example, we might write to a client who has
not cleared a delinquent debt, informing him that he would
have to do so by a certain deadline before legal action is taken
against him. In this situation, you may find yourself writing
something like If you do not make payment by 28 February
2014, we will have to take legal action against you. In this
situation, failure to make payment is the cause and legal
action is the effect.
We use when and as soon as when the first action is
sure to happen.
Here is an example: Ill inform her about it when she
comes back.
Here is another example: As soon as she comes back,
Ill inform her about it.
Can you think of any common sentences that you
would use in your business documents that use the
first conditional? In the following activity, write five
sentences by using if, when and as soon as. The
first one has been done for you.
1. If you write long-winded sentences, your readers will be
confused with your message.
2. _________________________________________________
_________________________________________________
3. _________________________________________________
_________________________________________________
4. _________________________________________________
_________________________________________________
5. _________________________________________________
_________________________________________________
6. _________________________________________________
_________________________________________________
Purposes of writing a memo
useful to make sure that messages are received clearly by our
readers

provide a platform for questions to be asked by our readers.

Finally, with memos, both parties " the writer and the reader "
will have a record of the message to serve as a reminder.
Tone of a memo
tone means the emotional factor of your message

It could also mean the formality or informality of your message


as well as the attitude towards the subject.

Which do you think has a more personal tone " a letter or a


memo?

You see, the fact that a memo is usually brief and to-the-point
makes it rather informal and less personal.

Furthermore, a memo is very often used as a form of


announcement or reminder for more than one person.
For example,
a memo might be addressed to not only one person
but a general audience

To: All department heads.

There are generally a few factors that influence the


tone we employ in our memos.

Here are some of them:


1. Our own status " As a superior, we are expected to sound
more casual to our subordinates. As a subordinate, we may
want to sound more formal when writing to our boss.

2. The status of our reader " If we are writing to our superior, we


would be expected to sound more formal as compared with
writing to our subordinate.

3. Our relationship with the reader " If we share a close


relationship with our reader, the level of formality would be
lower.

4. The nature of the message " If the message is on something


serious or urgent, then the tone should reflect the seriousness
or urgency. If the message is on something casual, then the tone
should be informal.
Activity 3.15
Task 1
Read the memo and think about the tone that is used. Imagine you
are the recipient of this memo. How would you react to this memo?
Why would you react this way?
MEMORANDUM
To: All staff
From: Karamjit Singh (HR Manager)
Date: 15 January 2014
PERSONAL CALLS
It has come to my attention that some of you are taking
advantage of the company phones. You have been
making personal calls at the expense of the company.
This situation cannot be allowed to continue. Your
cooperation is expected so that this problem
can be overcome. Please be informed that there will be
serious repercussions if you continue to abuse the
system.

Thanks and regards,

Karamjit Singh
Task 2
Rewrite the memo by using the appropriate tone and correct format.

MEMORANDUM

To: All staff


From: Karamjit Singh (HR Manager)
Date: 15 January 2014

PERSONAL CALLS
Like writing business letters, writing memos also requires some practice on your
part. The more you write them, the better you will be.
Nevertheless, here are some useful tips to help you in your
memo-writing skills:
1. Always keep memos brief and to-the-point.
You should make it a point to use short words and sentences. Do
remember that memos are not meant to be long. So, deal with
one idea at a time.

2. Stick to one topic per memo.


This simply means that if you need to communicate a few topics
to your readers, do so in a few memos.
3. Be clear in your purpose and state it early in your memo.
Try to avoid making your readers guess the purpose of your
memo. Always state it clearly at the very beginning of the memo
so that they are aware of the purpose the minute they start
reading it.

4. Provide necessary background information where


necessary.
To help your reader understand your message clearly, provide
necessary background information but avoid being long-
winded.

5. Use spoken register or spoken language.


Use the active voice and be direct in your approach. Use the
personal you and I with a conversational style.
6. Always be positive in your tone.
Remember that a positive tone has the tendency to elicit a
positive response.
Try to sound as positive as you can.

7. Avoid using a memo to convey bad news.


Since a memo is always brief and to-the-point, it would not be
suitable to use the indirect approach when conveying bad
news to your reader. This applies to any forms of reprimand or
withdrawal of privileges.
8. Your tone must be appropriate.
The tone used must suit your status, the status of your reader
and the nature of your message.

9. Plan, draft and edit your memo.


As it is with writing any other forms of business
correspondence, you will need to plan, draft and edit your
memo so that your message will be interpreted as intended.
Activity 3.16
The finance manager of your company, CIMM, has
asked you for some tips which he could use to remind
staff on how important it is to carefully check all
details of documents associated with documentary
credits. RM500,000 has been lost in the past two
years over mistakes in documenting credit
transactions.

Choose the five most relevant points from the list


below that could be helpful:
Check that all flights are on time.
Check staff leave that has been approved for this year.
Check bills of exchange and letters of credit.
Check details of hotels in the region.
Check all transport documents, insurance certificates, invoices
and custom clearance documents.
Check if the right amounts for the transact
Check salary scales for the members of the Credit Department.
Check bills of exchange and letters of credit.
Check that destinations and places of departure are correct.
Check that the spelling of the names of the parties is correct.
Summary
This section has provided you with some information on memo
-writing. As you may have noticed, memos can be used for various
purposes. They can be addressed to one party or several parties.
They may be put on a noticeboard for everyone to see or circulated
to individuals. Memos can address many different subjects ranging
from informing staff of a meeting to announcing important changes
in company policy.

Like the conventional business letter, a memo could subscribe to


the 4-point plan mentioned here in Unit 3. This framework helps
you in organising the content of your message in a systematic way.
In the next section, we will be dealing with emailing. You will see
that the 4-point plan can also be used for writing email messages.
We will meet again
Self-test 3.3
Answer the questions in each section.
The main items to be in your answers should approximate the
sample answers towards the end of this unit. Please do not
look at the recommended answers before you have attempted
the questions.

Task 1
Read the following memo. Notice how this memo covers a
number of different points. Match the relevant parts with the
points written below.
To: All staff
From: The Managing Director
Subject: Datuk Shan Nayagam
Date: 18 February 2014

Datuk Shan Nayagam will retire as the Chief Executive on 31 March


2014.

As many of you may know, Datuk Shan has been with us for over
25 years. The 15 years during which he has been the CEO have seen
a period of immense growth despite the difficult and challenging
economic conditions in the Southeast Asian region. We certainly
owe him a lot for the performance we are so proud of.

Datuk Shazmin Aini Indot has been appointed to be the next CEO
with effect from 1 April 2014. I am sure you will join me in welcoming
her and wishing her every success in her new endeavour.

All department heads are required to attend a meeting in the


Emerald Meeting Room at the Main Office on 25 March 2014 at
2.00 p.m. where you will be introduced to Datuk Shazmin.
Identify the relevant parts with the points below.
1. announces the retirement of the CEO
Datuk Shan Nayagam will retire as Chief Executive on 31 March
2014.
2. advises everyone of the new appointment
_________________________________________________
_________________________________________________
3. informs the contributions of the retiring CEO
_________________________________________________
4. thanks the retiring CEO
_________________________________________________
_________________________________________________
5. welcomes his successsor
_________________________________________________
_________________________________________________
6. announces a meeting
_________________________________________________
_________________________________________________
Task 2
Read the memo and answer the questions that follow.

To: All employees


From: The Chief Executive
Subject: Cutting output and redundancies
Date: 15 February 2014

Following the meetings last week with all the management staff,
I regret to confirm that we have decided to announce a 15% reduction
in the workforce. The reason is that rising production costs, a fall in
demand for our products and the overall economic downturn have
left us no choice but to resort to such a measure. Furthermore, the
company has been running at a loss for the past five years. The fall in
demand is a result of continuing stagnation in the industrial sector.

We are now in a period of consolidation during which we hope


the necessary reduction can be achieved by voluntary redundancy
and early retirement. Necessary compensation packages are being
drawn up at the moment.

Those employees affected will meet with their respective managers


over the next few weeks.
1. Why is the company reducing the size of the workforce?
_________________________________________________
_________________________________________________
2. Which phrase shows that the company is reducing the size of
the workforce with great reluctance?
_________________________________________________
_________________________________________________

3. How many employees will be affected?


_________________________________________________
_________________________________________________
4. In your opinion, what does voluntary redundancy mean?
_________________________________________________
_________________________________________________
5. When will those affected be informed?
_________________________________________________
_________________________________________________
3.4 Email
Objectives
By the end of this section, you should be able to:
1. Identify the advantages and disadvantages of using email as
a tool for communication.

2. Compose suitable email messages for different contexts.

3. Write email messages in an acceptable format.

4. Demonstrate email etiquette in your messages.


Introduction
Email messages reveals a lot about us - our general attitude
towards communication.

Emailing requires unique writing skills because it requires us


to write crisp and clear messages as well as to reply promptly and
appropriately.

We will be looking at the advantages and disadvantages of


emailing.
Advantages and disadvantages of using email
Some of us hate email and some of us just cannot live without it.
Which category do you belong to?

emailing has many benefits " for one, it saves the cost of buying
stationery items.

the speed and convenience of communicating through email.

we can take our time to express what we really want to say with
email.
Advantages of email Disadvantages of email

. It is casual and informal. Its 1. Its informality may not be suitable for all
conversational style allows easy communication. Email might not be the best way
understanding on the part of the to convey bad news to the reader.
reader.
2. Messages can be sent to multiple 2. The ability to send messages to multiple readers
readers with the click of a button. also poses a risk. What if an unscrupulous person
This saves time and energy. sends confidential information to multiple
readers? What if we have downloaded a file that
has a virus and that file is sent to various
people?
3. It is instant. Hence, messages are 2. The ability to send messages to multiple readers
sent speedily. also poses a risk. What if an unscrupulous person
sends confidential information to multiple
readers? What if we have downloaded a file that
has a virus and that file is sent to various people?
4. It saves stationery. In fact, you can 4. Large files might take a long time to be
attach files (even large ones) downloaded.
without using any paper.
If you know of any other pros and cons of email, please
write them below.
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
_______________________________________________________________
Composing your email message
As mentioned earlier, email is a communication tool that allows us the convenience
of sending a message to multiple readers. Here are two important
terms that we will need to know:
1. Cc stands for carbon copy. We enter the name of anyone we would like
to receive a copy of our email message on the Cc line.

2. Bcc means blind carbon copy. This is rather tricky to use because we
only use Bcc when we wish to send a copy of our email message without the
original readers knowledge. Blind carbon copy poses an additional challenge.
If you accidentally click Cc when you meant Bcc, you risk exposing yourself
to complaints and loss of friendship.
Not only will your readers be annoyed that you have possibly sent confidential
information to a host of other readers, they may also lose trust in your credibility.
However, Bcc does have an advantage. It enables you to send your message to a host
of people without invading their privacy. When you send your message to your
recipients through Bcc, none of them will be able to know the email address of the
others.
Writing effective subject lines
a good subject line is essential to attract the attention of
the reader to your message.

When writing subject lines, be sure to state your message clearly, concisely
and descriptively. For example: A subject line that reads Third Quarter
Performance does not have the impact of Third Quarter Sales Growth Up
10%.

Stay away from subject lines that are commonly used for spam or junk mail.

Also, avoid mentioning controversial words and phrases like Hot Photos,
Adults Only and Weight Loss in 3 Weeks.

Another point to remember when writing a good subject line is to be


considerate to your reader. If you know that your reader has little knowledge
of technical terms, acronyms or jargon, then avoid using them.
Activity 3.17
Let us have some practice in writing subject lines. For the examples
that follow, write single subject lines to a maximum of six words.
1. An internal email message to inform staff to attend a compulsory
meeting in which the companys new policies will be announced.
_________________________________________________
_________________________________________________
2. An external email message to introduce clients and prospects to
the companys new beauty product. Your aim is to encourage them
to open and read the attached product brochure.
_________________________________________________
_________________________________________________
Getting started
How do I start ?

Getting started may pose as a challenge to many people. Some of us seem to


be paralysed when the thought of writing the first few words crosses our
minds. To make things worse, the blank monitor screen in front of us stares
back at us while we are thinking hard on how to get started.
The next time you find yourself struggling to get started, try using
these three steps.
Step 1: Always begin your first sentence by using a well-known clich like The
reason I am writing this email message is or I am writing this because .
You could start by acknowledging a previous email message that you
received like this: Thanks for your mail.

Step 2: Then, complete the first sentence by including your primary message
(i.e., the message that you want to share with your reader). Continue writing
your document by first stating the most important point to the least important
point.

Step 3: When you have finished writing, be sure to end the document with an
action-oriented phrase or statement. Read through the whole document
and edit any parts where necessary.
Here is an example to illustrate the three steps:
Step 1: The purpose of this email message is or I am writing this to . [There
are many other ways of stating the purpose of an email message. The
important thing is that the way you choose to write should help you state
the purpose of your email message so that your readers will not waste time
in guessing your reason for sending it.]

Step 2: The purpose of this email message is to inform you that our major client,
IBM, will be visiting our plant next Wednesday, 27 August. We must
ensure that all unit heads are present on the day of the visit. Key persons
must be stationed at every point to attend to our visitors. [The bolded
phrase is the primary message in this email message.]

Step 3: The purpose of this email message is to inform you that our major client,
IBM, will be visiting our plant next Wednesday, 27 August. We must
ensure that all unit heads are present on the day of the visit. Key persons
must be stationed at every point to attend to our visitors. Let us discuss
this in detail at our meeting tomorrow afternoon. [This final line is
action-oriented.]
Writing simple sentences
The same basic rule of ensuring that business writing is accurate, brief and concise
still applies in writing email messages.

When our readers are able to understand our message easily, they will be able to respond
accordingly.

starts with writing short and clear sentences.

Besides the ABCs of business writing, grammar and punctuation are also essential
areas to consider.

Let us start by looking at the very long sentence below:

The Fabulous Beauty Company is currently looking for 100 consumers to


participate in an online survey of cosmetic buying habits and we are offering
each participant RM250 for her time and effort but we must begin our survey by
next Wednesday, so, if you are interested in participating, please email us
today; send your email message to the attention of Ms. Regina Alvin,
regina_al@fabbeauty.com, in the marketing division.
How would you rephrase the long sentence so that you could have short,
readable sentences?
Let us try this. I will underline all the main points and place the
unnecessary words and phrases in brackets.
The Fabulous Beauty Company is currently looking for 100 [consumers to]
participate in an online survey of cosmetic buying habits [and] we are
offering [each] participant RM250 [for her time and effort but] we must
begin [our survey] by next Wednesday, [so], if you are interested [in
participating, please] email us today, [send your email message to the]
attention [of Ms.]Regina Alvin, regina_al@fabbeauty.com, [in the
marketing division].
Based on what is done to the original text, we could
rewrite it this way:

The Fabulous Beauty Company will pay RM250 each to


100 participants in an online survey of cosmetic buying
habits. Our survey begins next Wednesday. If interested,
email Regina Alvin, regina_al@fabbeauty.com, today.
Activity 3.18
The following sentences are too long. Rewrite them so that they are
readable sentences. Be sure to retain the main ideas and drop unnecessary
points.

1. This email message has been written to inform everyone of my


new email address, anthony@kitchenperfect.com, which
becomes effective on June 15, and will enable me to respond
to customer needs more efficiently but if, in case of emergency,
please do not hesitate to contact me via telephone or pager.
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
2. Please stop using the company telephone for personal purposes
such as chatting with friends or notifying colleagues of personal
issues and please be reminded that the company telephone is
monitored by the management and we will not tolerate such
abuse of company property and if inappropriate use of the
corporate telephone does not come to an end soon, we will be
left with no choice but to take necessary disciplinary action
against the violators, so bear this in mind.
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________
Avoiding sexist language
For instance, have you noticed that we no
longer use the greeting Dear Sir in our business
correspondence? Instead, we
are reminded to write Dear Sir/Madam. We avoid writing
Mrs. or Miss but write the more politically-correct Ms..
These are just some examples of our awareness of gender
equality at the workplace.
Below are some tips to keep our email messages and other
documents gender
-neutral:
1. Use the generic pronoun ! one or ones instead of he or his, etc.
Sexist writing: A computer user may check his email messages constantly
since communicating through the email is speedy and convenient.
Furthermore, he could save time and money through the use of email.
Gender-neutral writing: One may check ones email messages constantly
since communicating through the email is speedy and convenient.
Furthermore, one could save time and money through the use of email.
2. Use the plural form
Sexist writing: It is recommended that an email
writer uses proper acronyms in his writing.
Gender-neutral writing: It is recommended that
email writers use proper acronyms in their writing.
3. Reword the sentence
Sexist writing: A writer who uses inappropriate
cyber manners puts his reputation at risk.
Gender-neutral writing: The use of inappropriate
cyber manners puts a writers reputation at risk.
Activity 3.19
Rewrite the sentences below so that they reflect gender-neutral
writing.
1. Any employee who is found using company email to surf
adult-only websites will be summoned to meet his superior
for disciplinary action.
_________________________________________________
_________________________________________________
_________________________________________________
2. The CEO must be extremely diplomatic when announcing his
plans for the restructuring of his company to his staff.
_________________________________________________
_________________________________________________
_________________________________________________
3. The operator should read the manual carefully before she starts
working on the machine.
_________________________________________________
_________________________________________________
_________________________________________________
The use of abbreviations and acronyms
Unlike business letters, email messages allow the use
of abbreviations and acronyms " thanks to its more
casual nature. You might have come across common
abbreviations such as these FYI, e.g. and pls. in
many of your email messages.

Well, the use of abbreviations to shorten email


messages is allowed as long as our readers recognise
and understand them.
Thx for yr. msg. I received it an hr. ago. I will take
action on the matter ASAP.
Could you also cc. the HR mgr. of our KL off. so that
she too will be informed abt the matter?
Be moderate when using
abbreviations and
acronyms.

Sometimes when we
do not wish to repeat
some long words or
phrases, we should
explain the
abbreviations that we
intend to use by
spelling out the terms
in full and citing the
abbreviations within
brackets on the first
reference.
Wawasan Open University (WOU) is an
institution of higher learning that offers degree
programmes to everyone. Working adults, in
particular, who appreciate the concept of
lifelong learning would definitely find WOU an
ideal place to upgrade themselves both
professionally and academically.
Bear this in mind when using
abbreviations:
1. All uppercase letters (such as ASAP and FYI ) do not need
periods or full stops.

2. All lowercase letters (such as i.e. and e.g.) require periods.

3. Some abbreviations
There is a list of electronic acronyms that we come across in our email
correspondence. If you are unsure about the use of these acronyms or doubtful
about your readers ability to comprehend them, do not simply use them in your
email messages. Here is a list of commonly used acronyms:
You might also have noticed that email writers sometimes use
smileys :-) in their messages.

My advice is rely on the strength of your writing (and not


smileys) to get your message across.

Smiley meanings
:-) happy; smiling;
grinning; kidding
:-( sad; angry;
disappointed;
frustrated
Format

There are basically a few tips that can help you make your
messages easy to read.
See if you have been using these tips when writing your own
email messages.

1. Be sure to use appropriate margins

It is recommended that we keep our lines to about


50 60 characters (including spaces) so that our message is
easily readable.
2. Remember to select the right font

It is safer for people to choose standard typeface such


as Times New Roman, Arial or Courier. The common font sizes range
from 10-point to 12-point as people are comfortable with these font
sizes.
Here are some examples:

Do you normally use these typefaces and font sizes? Remember never to use
a typeface that is too small or too large.
3. Select appropriate colours

Sticking to a neutral or light background with dark


letters is the best. This gives you a more professional
image.
Etiquette for writing email messages

Never choose a
typeface that is too
large
or too small
When communicating with people face-to-face, we abide by the social and
business rules that dictate our behaviour. These rules are also known as etiquette.
When communicating with people face-to-face, we abide by the social and
business rules that dictate our behaviour. These rules are also known as etiquette.
In email, we also have rules that guide our behaviour. These rules are known as
netiquette.
The following is a list of tips for better netiquette:
1. Like other forms of business writing, emailing also requires us to mind
our language, tone and style.

2. Although the nature of email is much more casual compared to a business


letter, that does not mean that we should rush through our writing. Instead,
we must ensure that we follow the ABCs of business writing " accuracy,
brevity and clarity.

3. Avoid using all caps in every situation because WRITING THIS WAY
IMPLIES THAT YOU ARE SHOUTING!

4. Because email messages are more casual than other types of business
correspondence, it is all right for us to be informal. So, instead of writing
Dear Allen, we could replace that with an informal Hi, Allen. Instead
of Yours faithfully or Yours sincerely, we could sign off with Best wishes
or With regards.
5. Our subject headings should be specific and descriptive so that they are
able to give a good picture to our readers before they even read our
message.

6. As mentioned earlier, working people do not have the luxury of time to


read long-winded messages or letters. Hence, we should be considerate
when forwarding messages. Forward relevant messages to only people who
really need to be informed. In other words, do not cc every mail message
or joke you have to everyone on your contact list.

7. Use bullets or numbers to enable our readers to understand our message


easily. When we use bullets and numbers, this not only helps our readers
to absorb our ideas better but it also serves as a checklist for them to
make sure that they have covered every point.

8. Finally, it is our responsibility to ensure that everything is correct before


clicking on the [Send] button. We certainly do not want our readers to read a
message that is filled with spelling errors and written with an inappropriate
tone.
Now, let us look at a complete sample of an email written to a business
acquaintance. The situation and specific requirements of the email are stated
below.
Situation:
A business acquaintance of yours from a foreign
company (which is a client of thecompany you work
for) is about to spend several days visiting your
company.
You are organising the programme for this visit, but
you yourself will not be available on the first day of
the visit.
Write an email to your contact:
apologising for not being available when he/she arrives
and explaining why this is so
outlining the programme you suggest for the visitor
offering some additional possibilities
giving brief details of practical arrangements such as
transport and accommodation.
I hope the arrangement is fine with you.
Please let me know if you would like to
include any other itinerary. Last but not
least, thank you for the support and am
looking forward to seeing you soon.
Best wishes.
WildanZhafruddin
Sales Manager
Mattely Manufacturing Company Sdn.
Bhd.
Tel: 04-3334321Fax:04-3334320
http://www.mattely.com.my
Read the email message and answer the questions that follow.
Dear Ms. Tan,

Thank you for yesterdays email message concerning the wrong


delivery.

I have looked into it and find that our current 2014 catalogue lists
the candle holders that you ordered under CL138. I believe that
you must have used last years catalogue.

I have requested one of our dispatchers to deliver the silver candle


holders tomorrow and pick up the other consignment.

Rather than sending you a credit note, I will cancel Invoice No.
MN1123 and include a new one, Invoice No. MN1133, together
with the delivery.

I have sent you another copy of our 2014 catalogue for your
reference. This should prevent another mix-up.

Thanks and take care.

Michael Ak. Sepia


1. Why did Ms. Tan receive a wrong delivery of candle holders?
_________________________________________________
2. What has Michael done about it?
_________________________________________________
3. Why is Michael not going to send a credit note?
_________________________________________________
4. How is Michael helping Ms. Tan not to repeat the same mistake
in the future?
_________________________________________________
5. Which words in the email message have a similar meaning to
the following?
a. investigated " _______________
b. asked " ____________________
c. collect " ___________________
d. avoid " ____________________
Summary
In this section, you were reminded about the basics of writing
email messages. Though email messages are more casual and
informal than conventional business letters and memos,
writers should still follow the basic rules of writing business
correspondence. These rules include minding our choice of
words, tone, sentence structure, grammar and length of
sentences. In addition to that, writing email messages
requires us to follow rules in netiquette. These rules are
unique because they guide our behaviour when
communicating virtually.
Self-test 3.4
Read the email message and make the necessary corrections. The
main items to be in your answer should approximate the sample answer towards the end of
this unit. Please do not look at the recommended answer before you have attempted the
question.
In this email message, Alicia Raj, the manager of Travel Royal Hotel, is responding about
conference facilities. Her lack of Netiquette might cause her customer to misunderstand
her message. Check the email message and correct the errors. There are 13 errors altogether.
Then, rewrite the email message for her.

Hello, Im Alicia Raj. Please


help me with my email
message to Mrs. Sanders.
To: mark_sanders@westend.com.uk
Cc:
From: aliciaraj@travelroyal.com.my
Subject: Sales conference

Dear Sir/Madam,
THKS FOR YOUR ENQUIRY ABT CONFERENCE FACILITIES AT OUR
HOTEL.

I can confirm that we would be able to accomodate 50 delegates


23 25 Ogos and provide conference facilities including 2 meeting
rooms each equiped with an LCD projector. The tarif per delegate
would be RM200 with cofee and tea served mid-morning and
mid-afternoon.
I hope you find these terms aceptable:-)

Yours sincerely,
Alicia Raj
Manager
Travel Royal Hotel
Tel: 604-2288888
Fax: 604-2288080
Regards.
3.5 Short Messaging Service (SMS) and
Instant Messaging (IM)
Objectives
By the end of this section, you should be able to:
1. Recognise some abbreviations commonly used in
SMS messages.
2. Write readable SMS messages in business
contexts.
3. Understand what Instant Messaging (IM) is all
about.
4. Recognise the common cross-platform IM
services.
Introduction
It goes without saying that Short Messaging Service (SMS) has always been associated
with youngsters. The surprising thing is that increasingly more people (even those
who are experienced working professionals) and companies have resorted to using
SMS to send quick and brief messages to their associates and customers.

Another platform for communication that has recently gained popularity with the
rise of the internet is Instant Messaging (IM). Many corporates are now looking
into the big potential of IM particularly as a tool to enhance employee productivity,
team-building effort, cost-effectiveness and speedy communication.

The best part is it offers an almost instant real-time communication that is cheap and
simple. A more advanced form of IM is cross-platform instant messaging service which
offers cross-platform compatibility that enables messages to be sent and received across
PC and mobile platforms.
Short messaging service (SMS)
In SMS messages, the vocabulary, syntax and style are even more fluid than that
found in email messages and may also be highly personalised.
As mentioned earlier in this section, emoticons are representations of facial
expressions and are used to mark the tone of the preceding sentence or to
indicate the writers feelings. The following are some of the more commonly
seen:

The use of SMS in business contexts is highly debatable. People usually frown upon
the use of SMS messages in most business contexts as they feel that professionalism
is sacrificed in the name of speed and convenience. What about you? Do you think
that SMS messages are acceptable at the workplace?
Activity 3.21
Look at the word maze below and identify AT LEAST 8 abbreviations
commonly used in SMS messages. The abbreviations can be found
horizontally, vertically and diagonally.
Instant Messaging (IM)
Instant Messaging (IM) is an instant and real-time text transmission over the
internet. Using IM, we can chat online with someone across multiple locations.

At any time that they are logged in, we can see them appearing in our buddy list or
private list.

There are now many popular IM services including Yahoo! Messenger, MSN Messenger,
AOL, Apples iChat " to name but a few, that offer not only text transmission but also
voice messaging, file sharing and even video chatting in the presence of a webcam.

IM is mainly regarded as a form of informal communication.

IM provides spontaneous interaction " very essential when time is rather


tight.

Ideas can be exchanged back and forth quickly in real time without the hassle of having
to wait to get replies or comments.
Activity 3.22
Discuss with a partner another 3 advantages of using IM in business
communication setting.

Advantages of using IM in business


communication setting
1. ___________________________________________
2.___________________________________________
3.___________________________________________
Cross-platform IM service
One of the challenges of communicating via IM is chatting via IM is only
allowed within the same platforms. Cross-platform compatibility has always been
an issue i.e. Yahoo! Messenger cannot communicate with AOL; Apples iChat cannot
chat with MSN Messenger.

Plenty of cross-platform instant messaging services are available for consumers and
business oriented professionals. The notable ones include VIBER, HIPCHAT, SKYPE,
FACEBOOK MESSENGER and LINE. Perhaps, you can name a few more that
you yourself are currently using?

These devices may be built on different operating systems such as iOS, Android,
Windows, Blackberry OS, etc. Smartphone users with internet access will be familiar
with mobile instant messaging services such as WeChat, Whatsapp, KakaoTalk and
Google Hangouts. Apart from sending and receiving text and multimedia messages,
users can view the profile picture and status of other users in their Contact list using
these apps.

It needs to be pointed out that at present, cross-platform IM services may be more


popular as social networking media compared to being a business communication
tool.
Summary
In this section, we have briefly looked at Short Messaging
Service (SMS) and Instant Messaging (IM) including cross-
platform IM services. Common abbreviations typically used in
SMS (IM included) have been highlighted although it is always
wise to use them sparingly at our discretion. Instant
Messaging (IM) service which is fast gaining popularity in
business communication was also discussed in addition to
some cross-platform IM services easily accessible via portable
devices. The simplicity, spontaneity and interactivity of IM are
quickly becoming an organisation must have as it enhances
communication and productivity.
Self-test 3.5
Answer the following TRUE-FALSE (T / F) statements based on
your understanding of SMS and IM.

1. SMS and IM are similar because both can be used to send and receive text messages with an internet
access. (T / F)
2. It is common to use abbreviations when sending SMS and chatting via IM. (T / F)
3. IM allows many people to chat and exchange viewpoints simultaneously in real-time. (T / F)
4. Using SMS is a cheap and practical way to check our friends status. (T / F)
5. This emoticon :-||means the writer is bored. (T / F)
6. All mega corporate sectors use IM as a formal tool for business communication. (T / F)
7. Apps such as VIBER and SKYPE allow cross-platform IM on laptops and smartphone. (T / F)
8. Gathering in IM chat rooms provides an opportunity for people across distances to brainstorm ideas
and troubleshoot
problems. (T / F)
9. IM can be used freely to replace email in almost all business settings. (T / F)
10. Cross-platform IM services are always available even without an internet access. (T / F)
3.6 Faxes
Objectives
By the end of this section, you should be able
to:
1. Identify the advantages and disadvantages
of sending faxes.
2. Compose faxes with suitable layout.
3. Write fax messages by following guidelines
for effective faxes.
Introduction
Much has been said about the role of technology in
making business communication convenient and
quick. In fact, our dependence on electronic
communication continues to grow these days.

In this section, we will learn to write and respond to


faxes in a business
environment.
What are faxes?
The word fax originates from facsimile which means an exact copy or reproduction.
A fax message is usually selected as a tool for business correspondence because of
the speed and convenience.

Actually, a fax shares many similarities with email. Both are convenient and fast.
Similar to an email message, a fax can be sent to multiple receivers at the same
time. However, there are also some differences. We do not need to have the message
typed if we intend to fax it to our reader while a message has to be typed if it is sent
through email. Another distinct difference is that the sender does not need to have
any access to the Internet to send the message.

Let us discuss the advantages and disadvantages of faxes in the following section.
Advantages and disadvantages of faxes
Similar to any other tools of business correspondence, there are advantages and
disadvantages of using faxes. Let us consider some of them in the table below:
Can you think of other advantages and disadvantages of sending fax messages? Do
you personally prefer using email or fax to communicate with your clients and
associates? Discuss your preference and the reasons for it on WawasanLearn with
your coursemates.
Layout of faxes
The organisation that you work at might already have a standard printed form or
template for sending fax messages. Take a look at the template that is used at your
office. Does it look anything like the one here?

FAX
To: From:
Company: Date:
Fax number: No. of pages:
Or does it resemble this one?

FAX
To: Fax number:
From: Date:
Copy: No. of pages:
Subject:
Activity 3.23
Read this email message from Wan Zalina, Export Manager of
Penang Exports Berhad, to her personal assistant. Then, complete
the fax transmission form.

To: Thomas Lee


Cc:
From: Wan Zalina
Subject: Fax to MN Imports Berhad

Please fax pages 30 35 of our newest catalogue to


Paramjit Singh, Director of MN Imports Berhad at 03-
77564425. Subject:
Kitchenware " New lines. No need for covering letter.
Just write
As requested. I hope this is adequate. WZ on the
transmission
form. Please put todays date " 11 November.

Thanks, Thomas.

Wan
FAX MESSAGE
Penang Exports Berhad
Wisma Exel, Jalan Maju Jaya, 14000 Penang

To: Fax number:


From: Date:
Copy: No. of pages:
Subject:
Sending faxes
Every time we send a business document, we are judged by our
reader. Therefore, it is our responsibility to make sure that
everything is correct so that it not only saves our readers time
to read and understand our message but also to ensure that
professionalism shines through our writing. The same
precaution should apply when sending faxes. Here are some
steps that would help you prepare for proper fax transmission:
1. Check that you have the correct fax number so that the message reaches
your intended reader.
2. Check to see if the size of the paper used is appropriate. If the paper used
is too large or too small, you could make a photocopy of the message
on a piece of paper that is accepted by the fax machine.
3. Before using the fax machine, be sure that you know how to [Dial], [Cancel],
[Clear paper jam] and [Send].
4. Try to use a standard fax transmission form so that it shows
professionalism.
Activity 3.24
The fax message below was written in a hurry by an
employee from a construction company, Wong Lai Meng, to
an interior designer and manufacturer of bookcases. There
are no capitals letters, punctuation marks or paragraphs in
it. Write out the fax correctly, dividing the body into four
paragraphs.
Summary
In this section, we discussed several issues related to sending fax
messages for work-related purposes. These issues ranged from the
advantages and disadvantages of using fax to guidelines for sending
fax messages. Similar to email messages, faxes are informal and brief.
Their purpose is to convey a message briefly and quickly to our
reader. Though the nature of faxes is less formal as compared with
business letters, we should ensure that the language, punctuation,
tone and sentence structure used in the messages are appropriate
to business contexts.
In the next unit, we will be moving away from businesswriting.
Instead, we will focus on another essential part of working life
" holding and participating in meetings. Till then, be sure to
complete all the exercises related to business writing in your
workbook. We will meet again in Unit 4.
Unit Practice Exercise
Task 1
Read the following reply to a letter of enquiry. Select the most suitable word in the
brackets to complete the letter.

Dear Cik Intan Mohamad,


Thank you for your letter dated 1st April 2014 in which you requested a quotation
for 20 teak coffee tables.
We offer a gross price of RM675 per unit. This includes a 1. (batch, quantity,
multiple) discount of 15%.

Payment may be 2. (done, made, spent) by credit or bank draft. For all 3. (starting,
initial, beginning) orders, we usually require payment 4. (on, by, of) delivery. For
allsubsequent orders, we 5. (make, let, allow) a 60-day credit period. Please
inform ushow you would like to arrange payment so that we could make
necessary arrangements.
We have the items in stock and can 6. (persuade, assure, console) you that your
order will be dealt with promptly. Please allow 2 weeks for delivery.
We look forward to hearing from you again soon.

Yours faithfully,

Maria Fernandez
Maria Fernandez
Sales Manager
Task 2
Write a suitable letter to remind a customer who has not
made payment for his last bill. Use the phrases below to
help you.
outstanding amount of RM515.26

last payment was made two months ago

ignore this reminder if payment has been made


Task 3
Mr. Narinder Singh has emailed Green Fingers
Hardware, enquiring about some farming equipment
he saw at a trade fair. In his reply, the manager of
Green Fingers Hardware, Mr. Albert Rozario, refers to
specific questions asked by Mr. Narinder.

Read Mr. Rozarios email message and tick the items


which Mr. Narinder has enquired about.
To: narinder@milestone.com.my
Cc:
From: a.rozario@greenfingers.com.my
Subject: Re: Farming equipment

Dear Mr. Narinder,


Thank you for your enquiry dated 16 April concerning our farming equipment
displayed at the recent Kuala Lumpur Farm Machinery Fair.
First, let me say that we are willing to consider substantial discounts on orders over
RM100,000. All our machinery is guaranteed for five years against normal wear and
tear. We have many agencies in the country with technicians trained to service all
our products.
Regarding the terms of payment which you mentioned, we would consider payment
of a 60-day bill of exchange, documents against acceptance, provided you could
provide us with two guarantors.
I confirm that we can fulfil orders within the next two months unless there are
unusual specifications. You can buy equipment from us direct or through our
nominated agents throughout the nation.
As requested, I am sending our newest catalogue and price list for your reference.
I believe you will find the equipment on pages 11 13 particularly interesting for
the industry you are in. If you require any further information, please contact me.
With best regards,
Albert Rozario
Sales Manager
Green Fingers Hardware
Tel: 04-5571311
Fax: 04-5571300
Check the items which Mr. Albert Rozario has provided
answers to.

1. How soon the goods can be delivered ______


2. Details of prices ______
3. Where the goods can be purchased ______
4. After-sales service ______
5. How the goods will be transported ______
6. Terms of payment ______
7. Quantity discounts ______
8. Cash discounts ______
9. Details of the range of goods available ______
10. Which bank will handle the transaction ______
11. Guarantees ______
Task 4
Provide suitable terms based on the definitions below.

1. A document enclosed with a letter. _______________________

2. Figures or letters written at the top of a letter to identify it. _________


_____________

3. The style of writing in which each line starts directly below the one
above. ___________________

4. A complimentary close used at the end of a business letter when the


addressees name is known. __________________

5. The section where the name and job title of the sender are typed below
his/her signature. _________________

6. A separate document attached to an email message. _______________


References
About.com, 10 Best Mobile Messaging Apps http://personalweb.about.com/od/
mobile-messaging/tp/8-Mobile-Messaging-Apps.htm (Accessed 02 February 2014)
Ashley, A (2003) Correspondence Workbook, New York: Oxford University Press.
Ashley, A (2003) Oxford Handbook of Commercial Correspondence, New York:
Oxford University Press.
Business World (2013) New (App)licants: Cross-platform Messaging Apps http://www.
businessworld.in/news/science-and-technology/gadgets/new-app-licants-crossplatform-
messaging-apps/1036453/page-1.html (Accessed 02 February 2014)
Flynn, N and Flynn, T (2003) Writing Effective E-mail, Revised edition, Boston:
Thomson Learning.
iMore (2013) Best cross-platform messaging apps every iPhone owner should know about
http://www.imore.com/best-cross-platform-messaging-apps-every-iphone-
ownershould-
know-about (Accessed 30 January 2014)
Learn the Net, Instant Messaging http://www.learnthenet.com/how-to/instantmessage/
(Accessed 30 January 2014)
Nutting, J, Cielens, M and Strachan, J (1996) The Business of Communicating,
Sydney: McGraw-Hill.
Raman, M and Singh, P (2006) Business Communication, New Delhi: Oxford
University Press.
Taylor, S (2000) Essential Communication Skills, Essex: Longman.
Taylor, S (2004) Model Business Letters, E-mails & Other Business Documents,
Edinburgh: Prentice Hall.
VanHuss, S H (2005) Basic Letter & Memo Writing, Ohio: South-Western
Question 1(40 marks)

Your company recently sent you to a conference. The conference was very useful
and you would like to give a presentation to your colleagues about it. Write an
email to your head of department. In your email:
explain why the conference was useful;
say what your presentation will be about; and
suggest two (2) reasons why this presentation would interest your colleagues.

Guidelines:
1. Format : From (name@email address) , To (name@email address) , CC,
Subject, Salutation, name , title

2. Content of letter : 1. Introduction


2. Explain why conference was useful
3. Say what your presentation will be about
4. Suggest two(2) reasons why this
presentation would interest your colleagues
5. Conclusion
Question 2 (60 marks)

As part of your companys celebration of World Environment Day 2017, you have
been invited as a guest speaker to speak on the following topic:
In many parts of the world, the amount of garbage is an increasing problem. What
are the main causes of this problem? What would be the solutions to this problem?
Write the speech that you will be making to your colleagues. Provide two (2) main
causes and two (2) solutions in your speech.
It is important for you to cite and quote appropriately. Remember to list your
sources on
the References Page at the end of your essay. You must have at least 4 in-text
citations and references for question 2. Use the Chicago Style of referencing. For
more information on how to do proper referencing, please refer to the WOU
university citation guide that has a detailed write up on how to do citations and
referencing. Refer to:
http://woulibrary.wou.edu.my/help/citeguides_wou.asp
GUIDELINES TO DO QUESTION 2

1. Introduction : 1. Salutation greeting guests


2. Introductory remarks/Introducing oneself/ credibility
statement/link to audience/hook/background
information
3. Preview of speech/Thesis statement

2. 4 Body Paragraphs
(2 paragraphs for causes
2 paragraphs for solutions)
For each paragraph:
Topic sentence
Supporting sentences

3. CONCLUSION : Signal closing , Summary/Review of main points ,Concluding


remark, Thank audience for listening

4. In-text citations and references.

You might also like