1
Department of Management
College of Economics, Management, and Information Systems
Course Material
for
Technical Writing for Business (BUSI 267/205)
2
Course Description
The course is aimed at giving students exposure in effective and efficient business writings using
the technical business vocabulary. The students will learn to analyze and interpret technical
business information and communicate effectively (in writing) using the vocabulary of the
business and technical worlds. This course will emphasize on developing the skills of students
necessary to gather, present, and interpret information for various types of technical business
writings. Emphasis will be placed upon clear, concise, coherent writing and on the various
characteristic formats for technical letters, as well as a formal/report. Various types of documents
typical of technical writing will be introduced, and the student will practice each one.
Course outcomes
At the end of the course, students should be able to-
(1) Explain the process of communication, its purpose, process, channels and barriers.
(2) Describe business/technical writing and how it is different from other writings.
(3) To write different types of business letters and be able to edit their own written letters
(4) To write different types of business letters such as job applications, acceptance and
rejection of job applications, order letters, order acknowledgements, order dispatch letters
and Adjustment letters.
(5) Employ sound principles of layout and design in creation of finished documents, and
include appropriate visual support wherever required.
3
Table of contents
Lesson 1 : Business Communication
Lesson 2 : Business Writing, Technical Writing or Workplace Writing
Lesson 3 : Writing Business Letters
Lesson 4 : Job Search Cover Letters r Letter of Application
Lesson 5 : Rejecting an Application, Calling for Interview and Writing
Letters of Thanks
Lesson 6 : Business Letters
Lesson 7 : Responding to request letters
Lesson 8 : Placing, Acknowledging and Delivering Orders
Lesson 9 : Complain Letters
Lesson 10 : Adjustment Letters
Lesson 11 : Memos and E-mails
4
Lesson 1
Business Communication
Learning objectives
After studying this chapter students should be able to-
Define what is business communication and why it is important to learn business
communication
Explain various types of business communication and different channels used for
business communication.
Describe various to communication and ways to ensure effective communication
5
Concept of communication
Communication begins when one person sends a message to another with the intent of evoking a
response. Effective communication occurs when the receiver interprets the message exactly as
the sender intended.
Effective communication is essential for the functioning of any organization.
Managers need to transmit orders and policies, build cooperation and team spirit, and
identify problems and their solutions.
Employees need to clarify directives, provide feedback, and make their problems known.
Team members need to share feelings and perceptions to solve problems and resolve
conflicts.
Communication in organizations serves three major purposes. It allows members to
Coordinate actions,
Share information, and
Satisfy social needs.
The word “communicate” is derived from the Latin word “communicare”, which means - to
share, exchange, send, and transmit. A number of definitions have been given to the term
“communication”. A few important ones are:
Definitions:
Communication is sum of all things, one person does when he wants to create understanding in
the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of
telling, listening and understanding. (Allen Louis)
Communication in its simplest form is conveying of information from one person to another.
(Hudson)
Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.
(George Terry)
Important characteristics of communication
Communication is a two way process.
Communication always happens between or among two or more persons or parties –
sender and receiver.
Communication involves exchange of facts, ideas, feelings or thoughts.
6
Communication uses verbal ways like words spoken or written, or non-verbal ways like
gestures, postures, etc.
Communication needs a mutuality of understanding between sender and receiver.
Purposes of communication
The purpose of communication may be to:
1) Initiating action
When a person feels a need to communicate to another, he/she initiates the
communication. Initiating action may be achieved by two basic categories of
communication.
a) Expressing needs and requirements
b) Persuading and motivating others.
2) Imparting information
Imparting information, feelings, ideas and beliefs etc., this may have any number of
specific reasons.
a) Creating awareness
b) Creating understanding
c) Influencing others etc.
3) Establishing relation:
Establishing, acknowledging and maintaining relations with other people, is vital function
of communication.
The Communication Process / Cycle
Before the communication can take place, a purpose, expressed as a message to be conveyed is
needed. It passes between a source (the sender) and a receiver. The message is encoded
(converted to a symbolic form) and passed by way of some medium (channel) to the receiver.
The receiver translates (decodes) the message initiated by the sender to understand the contents
of the message, and replies the message (feedback). The result is the transfer of meaning from
one person to another.
7
Communication Cycle Diagram
Components of Communication Cycle
The main components of communication process are the sender, the receiver, the message and
the channel. The communication process includes the sequential steps of encoding, transmission
and decoding.
The Source / Sender: The source or sender is the person or place from where the message being
communicated emerges. The sender desires to communicate to the receiver some idea, feeling,
or intention. An idea is generated which is then translated to into words or symbols called
message.
Encoding: After the sender generates the idea, he/she translates this idea into words, symbols or
actions. This act of producing a symbolic message, for example, spoken or written is called as
encoding. Encoding is thus translating the information into a format that will get the idea across
to the receiver.
The Message: The message is the actual physical outcome from source encoding. For example,
when we speak, the speech is the message or when we write, it forms the message.
The Channels: The channels are the media through which the message travels from the sender
to the receiver. It is selected by the sender, who must determine the appropriate medium to
Sender / Source
Message
Receiver
Feedback/reply
8
transmit the message – formal or informal, verbal or non-verbal, spoken or written; depending
upon the circumstances in which the communication is initiated.
Receiver: The receiver is the person or place to whom the message is directed or sent.
Decoding: When the receiver receives the message he/she will try to understand the content of
the message. This act of understanding the message is known as decoding. Here the receiver tries
to decode the message to develop the appropriate understanding of the message.
Feedback: The receiver after understanding the message replies to the sender. This reply to the
original message is known as feedback. The feedback forms the final loop in the communication
process. Feedback is the check on how successful we have been, in transmitting the message as
originally intended. The feedback gives the sender a clear picture as to whether the
communication made was successful or not.
In this reversal, the receiver now becomes the responder and the original sender becomes the
receiver, and the process continues.
Barriers to Communication
These are the internal or external influences which do not allow the message to be transmitted
properly. These communication barriers occur in everyday business communications.
Misinterpretation or misunderstanding occurs when the receiver understands the message to his
or her own satisfaction but not in the sense that the sender intended. Misinterpretation can be a
consequence of sender or channel noise, poor listening habits, erroneous inferences on the part of
the receiver, or differing frames of reference.
Frames of Reference: A combination of past experience and current expectations often leads
two people to perceive the same communication differently. Although each hears the actual
words accurately, he/ she may catalogue those words according to his or her individual
perceptions, or frames of reference.
Semantics: Semantics pertains to the meaning and use of words. This is especially true when
people from different cultures are trying to communicate.
Value Judgements: When a receiver evaluates the worth of a sender's message before the sender
has finished transmitting it. Often such value judgements are based on the receiver's previous
experience either with the sender or with similar types of communications.
9
Selective Listening: When a message conflicts with what a receiver believes or expects,
selective listening may cause the receiver to block out the information or distort it to match
preconceived notions. For example feedback to an employee about poor performance, may not
be "heard" because it doesn't fit the employee's self-concept or expectations.
Filtering: Filtering is selective listening in reverse; in fact, we might call it "selective sending."
When senders convey only certain parts of the relevant information to receivers, they are said to
be filtering their message.
Distrust: A lack of trust on the part of either communicator is likely to evoke one or more of the
barriers mentioned above. Senders may filter out important information if they distrust receivers,
and receivers may form value judgements, make inferences, and listen only selectively.
Effective Communication
Effective communication requires considerable skill in both sending and receiving information.
Clarity of Messages: A sender can take the initiative in eliminating communication barriers by
making sure a message is clear and credible and that feedback is obtained from the receiver to
ensure that understanding is adequate.
Develop Credibility: The credibility of a sender is probably the single most important element
in effective interpersonal communications. Sender's credibility is reflected in the receiver's belief
that the, sender is trustworthy.
Feedback: Effectiveness of communication depends on feedback. Feedback can be used to
clarify needs and reduce misunderstanding to improve relationships and keep both parties
updated, to determine which issues need further discussion, and to confirm all uncertain verbal,
vocal, and visual cues.
Communication Channels Used in Organizations
To meet its business and task needs, any business organization will be required to communicate
with the people within and outside the organization.
Internal Communication: The communication made by the organization internally within the
organization is called internal communication, such as, communication with or between
employees; or communication of one department with another.
External Communication: The communication made by the organization with the external stakeholders
such as, customers, suppliers, investors, banks, financers, shareholders etc.
All communications made by the organization whether internal or external may be Formal or Informal.
10
Formal Communication: Formal communication whether internal or external follows the established
chain of command or line of hierarchy, and is made under proper code of procedures and guidelines. The
formal communication within the organization may be categorized as:
a) Downward Communication: The downward communication is the communication which
flows from higher levels of hierarchy to lower levels.
b) Upward Communication: The upward communication is the communication which flows
from lower levels in the hierarchy to higher levels.
c) Horizontal Communication: Horizontal communication takes place among peers (people at
the same hierarchy level) and can cut across departments and work groups.
Informal Communication: Informal communication channels exist to serve the interests of those
people, who make them up, regardless of their positions in the organization. They are not formally
sanctioned by management and do not follow the organization's hierarchy; however, informal
communications are often perceived by employees as more believable than communications received
through formal organizational channels. Some typical informal channels are the grapevine, social
gatherings, informal one-to-one discussions, and small-group networks.
11
Types of communication
Since the objective of this course is to make you understand and comprehend, what technical
writing in business is and to gain skills in effective technical writing, this course here onwards
will focus and concentrate on written communication (technical writing) as used in business.
Verbal Communication Non-verbal Communication
Written Communication:
Letters
Memos
Emails
Notices
Orders
Enquiries
Complaints
Replies
Spoken Communication:
Meetings
Discussions
Instructions
Conversations
Body Language:
Facial expressions, Eye contact,
Postures, gestures, body shape, Smell or
touch, silence or loud etc.
Sign Language:
map, organizational charts, bill boards,
way signs, decorations etc.
Circumstantial Language:
Proxemics (Space) – use of space
around the person
Surroundings – location, furnishings,
decoration, lighting etc.
Chronemics (Time) - Punctuality, time
management, time utilization etc.
Paralanguage:
pitch, tone, volume, speed, accent,
emotions, truthfulness, hesitation etc.
12
Lab Practice 1
Review Use of the ‘Present Simple’:
PAIR WORK
Task 1: Make pair with one of your class mates. Interact with him/her as if you are
meeting for the first time. Ask your partner the following questions and note
down his/her answers. After you are done, reverse the roles.
1. How are you? ______________________________________________________________
2. What is your name? _________________________________________________________
3. Where do you come from? ____________________________________________________
4. Where do you live? _________________________________________________________
5. How far is your place from the university? _______________________________________
6. Are you staying in the hostel? _________________________________________________
7. What is your major of studies? ________________________________________________
8. Why do you choose this major? ________________________________________________
9. Which languages can you speak? _______________________________________________
10. What is your mother tongue (first language)? _____________________________________
11. Have you ever been to Muscat? ________________________________________________
12. Which places in Muscat do you like? ____________________________________________
13. Which place in Muscat is your favorite for shopping? ______________________________
14. How much pocket money do you get from your home? _____________________________
15. How much money you spend a week? __________________________________________
16. What are your hobbies? _____________________________________________________
13
Task 2 (Pair work): Ask your partner questions starting with ‘How’ to get the following
answers?
Example: I am 20. How old are you? / What is your age?
1. He goes round the village for morning walks. _____________________________________
2. There are three helpers in this office. ____________________________________________
3. This computer is expensive. Its price is OMR 500. __________________________________
4. He is 22. ___________________________________________________________________
5. His home is 25 km from this place. ______________________________________________
6. My father is doctor. __________________________________________________________
7. I am from Ibri. ______________________________________________________________
8. His brother is 25 year old. _____________________________________________________
9. I stay in the hostel. ___________________________________________________________
10. I study in University of Nizwa. ______________________________________________
Task 3 (Pair work): Ask your partner the following questions using the frequency
adverb “often”, and get the answers using one of the following
frequency adverbs (often, rarely, sometimes, never).
Example: How often do you go to a gym? I rarely go to a gym.
1. __________________ travel by bus? ____________________________________
2. ___________________ read a newspaper? ____________________________________
3. ___________________ play a sport? ____________________________________
4. ____________________ go to a cinema? ____________________________________
5. ____________________ visit your friends? ___________________________________
6. ____________________ eat in a restaurant? ___________________________________
7. ____________________ forget your homework? ______________________________
14
Task 4: Review: the ‘present progressive’
Read the following:
1. What are you doing? I am
You, We, They are eating.
He, She is
For Example:
1. What are you doing this weekend? I am going to Muscat with my friends.
2. What is she doing now? She is doing her homework.
Are you going to Muscat this weekend? (Interrogative)
I am going to Muscat this weekend. (Positive)
I am not going to Muscat this weekend. (Negative)
Task 5: Change the following questions in Present Progressive.
Example: Do you go to the tuition classes? Are you going to tuition classes tomorrow?
1. Do you often visit this company? _______________________this company next month.
2. What do you usually have for lunch? ______________________ for lunch today?
3. Do you take the university bus? __________________the university bus tomorrow?
Task 6: Change the sentences into Negative form.
Example: My father is a doctor. My father is not a doctor.
1. He is the head of Management Department. ____________________________________
2. He works at University of Nizwa. ____________________________________
3. I am his friend. ____________________________________
4. He owes you money. ____________________________________
5. My friend is in the hospital. ____________________________________
6. Switch off the AC. ____________________________________
7. Start the car. ___________________________________
15
8. Lend him your car. ___________________________________
9. He is coming. ___________________________________
10. I will be there today. ___________________________________
11. We are sending you the goods today. ___________________________________
12. The weather is hot in Muscat today. ___________________________________
16
Lesson 2
Business Writing or Technical Writing or Workplace Writing
Learning objectives
After studying this chapter students should be able to-
Define what is business writing or technical writing
Explain various characteristics of business writing
Understand the basic framework or guidelines for business writing
17
Introduction:
Business writing is the written form of communication which the people perform in connection with their
work. The writings (letters) deal with the main work or activities of the businesses or professions or
vocations of their writers. For example, a business person, executive or manager might find it necessary
to write to members of his staff, reply to job applications, respond to sales enquiries, place orders,
acknowledge correspondence, and reply to complaints etc. Also, he or she might have to discuss internal
administrative matters with managerial colleagues, or make reports to seniors and/or directors.
Business letters, therefore, deal with the main work or activities of the businesses or professions or
vocations of their writers.
The term ‘business letters’ also refer to letters written by people such as accountants and auditors,
lawyers, educationists, doctors, architects, engineers, and others - who refer to themselves as being in ‘the
professions’ and not in business.
However, in general the letters they write in connection with their professions or vocations need to
conform to the same rules as those which are written by business people.
What is Technical writing?
Technical Writing is a skilled approach to business writing that “transfers information about a situation,
product, service, or concept etc. to audiences of varying levels of technical knowledge, so that each
member of the audience clearly understands the message.
The word “technical” means skilled, specialized, and strict. Therefore technical writing in business refers
to skilled writing that adheres to rules, procedures and protocols.
There are varieties of reasons why business letters have to be written is huge, as is the variety of
circumstances which necessitate them. And, of course, much depends on the activities in which a
particular enterprise is engaged and on the work performed by a particular executive or other employee.
Some enterprises send and/or receive very few letters, whilst other enterprises send and/or receive large
numbers of letters every working day. Some business people and managerial staff write relatively few
business letters, whilst others might spend large proportions of their working hours writing such letters, as
well as reading the many received.
No person can hope to succeed in business without being able to write GOOD business letters.
18
Characteristics of Technical Writing
Characteristics of
Technical Writing
Description of Characteristics
Understanding Why
You are Writing
(Purpose)
Is the purpose of writing…
a) To inform: to provide information without expecting any action on
the part of the reader?
b) To instruct: to give information in the form of directions,
instructions, procedures, so that readers will be able to do
something?
c) To propose: to respond to a request for proposals (RFP) or to
suggest a plan of action for a specific problem?
d) To recommend: to suggest an action or series of actions based on
alternative possibilities that have been evaluated?
e) To persuade: to convince readers to take action, to change their
attitudes or behaviors based on valid opinions and evidence?
Writing for the
Audience
Since the goal of technical writing is information transfer (sending a clear,
noise free message), what you say and how you say it depends on the
audience. It is important to understand who is reading the document so that
the information you convey is transferred effectively.
Satisfying Document
Specifications
(Genre/Type of
Document)
Document specifications include…
Adherence to document type (genre)--understanding what is expected in
different types of communications such as writing an email, memo or a
formal letter.
Format-- different document types specify a specific format to be followed
with regard to
--font
--margins
--labeling for figures and graphics
--line and paragraph spacing
--number of words per document or per section
--section headings and subheadings
Providing Accurate
Information
Being truthful and accurate are the cornerstones of technical writing.
Technical writing is rarely about opinion. It is scientific writing based on
facts. Providing inaccurate, insufficient or wrong information causes
readers to question writers credibility and reliability.
Organizing
Information Logically
and Linearly
In general, technical writing is organized in a direct, linear format. ALL
technical documents have a clear
Introduction: this is where you provide motivation and context/background
for the topic/material/information being presented in the document; always
provide the “big picture” before jumping into the technical details
Body: this is where the information is explained upon and where technical
details are given
Conclusion: this is where the main points are re-emphasized and where the
“big picture” is once again discussed and action required is suggested.
Expressing
Information Clearly
While you may be able to say the same thing in a variety of ways, being
clear and direct are the most important characteristics of technical writing.
Expressing information clearly is crucial; you NEVER want to make your
reader work harder than necessary to understand the
19
message/idea/information you are conveying.
Sentences must have a single meaning with no room for ambiguity.
Technical writing should be direct, not suspenseful.
Making
Ideas/Information
Accessible
Technical writing is known for its use of headings and subheadings and
for the way information is made easily accessible by grouping material into
“chunks.”
Paragraphs are usually much shorter in technical writing than in other types
of writing.
Pages full of text only and long paragraphs are discouraging to readers.
Readers want to be able to quickly access information, and the best way to
help them find the info they need is to provide them with visual cues such
as descriptive headings, and to make use of numbered lists and bulleted
items.
Tips to write a good business letter
Body Contents Examples
Opening or Introduction Why are you writing?
Refer to a previous letter,
contact, document, reference or
interaction.
Thank you for your letter of…….
With reference to your letter …….
I am writing in connection with……
Refer to our telephonic conversation…..
Refer to our meeting dated ………….
Refer to my meeting with Mr. Smith……….
Purpose as to why you
are writing – provide all
relevant information
Give information
Ask for information
Provide all relevant details
We are pleased to inform you ……..
We are sending …………..
Would you please send us………….
We would be grateful if you could……….
I am enclosing ………………
Attached herewith is ……………..
Response – action
(conclusion)
Action the reader should take
Action that you will take
Give a deadline if necessary
Please send us the goods immediately……
Please respond to the offer before…… (date)
If the goods are not sent within 3 days ……..
If the offer is not availed in 3 days………..
Closing A simple one-line closing
sentence
We look forward to hearing from you soon
A prompt reply would be appreciated
Please feel free to contact me for further details
Please let us know about your intentions
20
Lab Practice 2
Task 1
Rearranging the sentences:
Re-arrange the scrambled words to get meaningful sentences.
Example:
gain experience – I would – a reputed company – before joining – like to
I would like to gain experience before joining a reputed company.
1. I will – to learn – have the opportunity – the techniques – of business
_____________________________________________________________________
2. you have - I appreciate – shown in – our company – the interest
_____________________________________________________________________
3. my application - you will - I hope - for the job - consider
_____________________________________________________________________
4. your application – received - we have
_____________________________________________________________________
5. if you – my application – into consideration – appreciate – I would – take
_____________________________________________________________________
Task 2:
Make pairs of synonyms with the following words. (Note: synonyms are the words having same
meaning). Example: start = begin traditional = conventional
Company gain appreciate opportunity
Occasion profitable acquire like
Beneficial firm
Task 3:
You are interested to go for training abroad. For this purpose you are required to fill in the following
personal details.
First Name ____________________________ Last Name ____________
Age: ____________________________ Gender ____________
Nationality ____________________________
Address ____________________________________________________________
Study Level ___________________________ Major ___________
21
College: ___________________________ Department ____________
GPA ___________________________
Courses Desired ___________________________
Desired country ___________________________
Start date ___________________________ Duration ____________
Task 4
Use of Tenses
Complete the table below by using proper tenses.
Infinitive Past tense Pr. Perfect Infinitive Past tense Pr. Perfect
To be was have been To buy ……………
To make made have made To catch ……………
To feel felt have felt To drive ……………
To find …………… …………… To spend ……………
To write …………… …………… To sell ……………
To build …………… …………… To send ……………
To get …………… …………… To leave ……………
To know …………… …………… To speak ……………
To grow …………… …………… To give ……………
To pay …………… …………… To sell ……………
To read …………… …………… To lead ……………
To seek …………… …………… To ring ……………
Task 5:
Complete the following paragraph using the appropriate tense of the words given in parenthesis.
The ABC Company LLC (start) __________________ its operations, in Oman, in July 2010. In the same
year the company (appoint) _____________ ___ Mr. Al Mawali as its general manager. Mr. Mawali has
before (work) ___________________ in various parts of the world. In his career Mr. Mawali has (meet)
_____________________ people with different cultural backgrounds, having wide experience in different
aspects of business. His professional experience (gain) ____________ him a good reputation in the
22
industry. During last two years, he (make) ________________ the company to achieve high growth. The
company this year (produce) __________________ a promotional CD for the European market.
Task 6: PAIR WORK
Ask your partner the following questions. Rewrite these questions with proper form of verb given
in parenthesis, starting the question with ‘have’. After completing reverse the roles.
Example: A - (watch) any movie last week. Have you watched any movie last week?
B – No, I haven’t watched any. Yes, I have watched one.
1. A – (write) any report this week? ________________________________?
B - _____________________________ ______________________________
2. A – (see) any movie this month? ________________________________?
B - _____________________________ ______________________________
3. A – (meet) any foreign students this years? ________________________________?
B - _____________________________ ______________________________
4. A – (have) a holiday abroad recently? ________________________________?
B - _____________________________ ______________________________
5. A – (read) any novel this week? ________________________________?
B - _____________________________ ______________________________
23
Lesson 3
Writing Business Letters
Learning objectives
After studying this chapter students should be able to-
Understand what is business letter and its various parts
Write business letters applying proper letter format
24
Using a proper business letter format in your business communications conveys a sense of
professionalism and set up the proper first impressions. The knowledge of how to create a business letter
format can take your business from “amateur hour” to real business status.
Proper Business Letter Formats
Business letters, use four common letter formats. All proper business letter formats are acceptable but the
block format is more common.
1. Block Letter Format: The block letter format is formatted with
All text aligned with the left margin.
Paragraphs are doubled spaced and all line text single spaced.
The margins are a standard word processor setting of one inch.
The following is a sample of how a Block style letter will look like
Name of Sender
Return Address
Name of Recipient
Title/Department
Company
Street Address
City, State, and Zip Code
Date
RE
Subject:
Dear [Name]
_________________________________________________________________________
_________________________________
_________________________________________________________________________
_________________________________
_________________________________________________________________________
_________________________________
Sincerely,
(Handwritten Signature)
Writer’s Name (with title)
Name of the sender and return date is
written only in case the letter is not written
on the official letterhead
25
BLOCK LETTER FORMAT
University of Nizwa
College of Economics, Management, and Information Systems
Building H, Initial Campus Birkat al Mouz, Nizwa
Sultanate of Oman, P.O Box: 27
Tel: +9680000000 Fax:+968000000
www.unizwa.edu.om
Dr. J. Smith
26 Baverly Hills
New York City
May 10, 2012
RE: Your Interview for the position of Assistant Professor
Subject: Offer letter
Dear Dr. Smith,
I am writing to you with regard to your application for the post of Assistant Professor at our college and the
interview you had with us on May 5, 2012.
It gives me immense pleasure to inform you that the College Selection Committee has recommended your name
for the appointment to the position of Assistant Professor, after being satisfied with your teaching and research
abilities which are commensurate with our requirement.
The appointment / offer letter is attached with this letter along with the application form. Hope the offer letter is
acceptable to you.
Please return the duly filled application form and the acceptance letter before May 25, 2012.
Please feel free to write to me to clarify any doubts or apprehensions.
With best wishes
Dr. Ahmed Al Kindi
Dean
Enclosures: Copy of acceptance letter, application form, copy of contract
Cc: Director Human Resources, UoN
Return address is not mentioned since the
letter is on the letterhead
26
2. Semi-blocked Format: The semi-blocked letter has the same formatting as that of a blocked
letter, the only difference is that the Date and Closing is not left aligned. i.e. all text is aligned
left except for Date and Closing.
BLOCK LETTER FORMAT
University of Nizwa
College of Economics, Management, and Information Systems
Building H, Initial Campus Birkat al Mouz, Nizwa
Sultanate of Oman, P.O Box: 27
Tel: +9680000000 Fax:+968000000
www.unizwa.edu.om
Dr. J. Smith
26 Baverly Hills
New York City
May 10, 2012
RE: Your Interview for the position of Assistant Professor
Subject: Offer letter
Dear Dr. Smith,
I am writing to you with regard to your application for the post of Assistant Professor at our college and the
interview you had with us on May 5, 2012.
It gives me immense pleasure to inform you that the College Selection Committee has recommended your name
for the appointment to the position of Assistant Professor, after being satisfied with your teaching and research
abilities which are commensurate with our requirement.
The appointment / offer letter is attached with this letter along with the application form. Hope the offer letter is
acceptable to you.
Please return the duly filled application form and the acceptance letter before May 25, 2012.
Please feel free to write to me to clarify any doubts or apprehensions.
With best wishes
Dr. Ahmed Al Kindi
Dean
Enclosures: Copy of acceptance letter, application form, copy of contract
27
3. Indented Format: Both Blocked and Semi-Blocked formats can be indented. In indented
formats, whether blocked or semi-blocked, each paragraph of the body text is indented.
INDENTED FORMATS
University of Nizwa
College of Economics, Management, and Information Systems
Building H, Initial Campus Birkat al Mouz, Nizwa
Sultanate of Oman, P.O Box: 27
Tel: +9680000000 Fax:+968000000
www.unizwa.edu.om
Dr. J. Smith
26 Baverly Hills
New York City
May 10, 2012
RE: Your Interview for the position of Assistant Professor
Subject: Offer letter
Dear Dr. Smith,
I am writing to you with regard to your application for the post of Assistant Professor at our college and the
interview you had with us on May 5, 2012.
It gives me immense pleasure to inform you that the College Selection Committee has recommended your name for
the appointment to the position of Assistant Professor, after being satisfied with your teaching and research abilities which are
commensurate with our requirement.
The appointment / offer letter is attached with this letter along with the application form. Hope the offer letter is
acceptable to you.
Please return the duly filled application form and the acceptance letter before May 25, 2012.
Please feel free to write to me to clarify any doubts or apprehensions.
With best wishes
Dr. Ahmed Al Kindi
Dean
Enclosures: Copy of acceptance letter, application form, copy of contract
Cc: Director Human Resources, UoN
28
Parts of a Letter
1. Return Address: If you have company letterhead you can skip this section. Include your full
business address and correct legal business name. You can also include your email address or
phone number if needed by your recipient.
2. Recipient’s Name & Address: Include the full name and address of the contact you are sending
the letter to. The person’s title can be added along with the phone number if needed.
3. Date: Follow the month, day, and year format. Make your date current to the actual mailing date
of the letter.
4. Reference Lines: “Reference lines” assist with filing or routing correspondence. A reference line
can refer to your files and/or your reader’s files. Place your reference line first.
5. Subject: Clearly stating the subject of the letter helps you recipient quickly know the context of
what your letter is about.
6. Greeting: For the greeting use the person’s formal name and end with a colon for your business
letter.
7. Body: Your letter body should start with a general introduction of who you are and the letter
purpose. Include specific paragraphs outline the issue or problem. Close the body with a call to
action. Every business letter should be short and concise taking into account of your reader’s
limited time.
8. Closing: Here you can choose any formal format such as “Best Regards” or “Sincerely.”
9. Signature: Sign your name as the same as in your letter. Name & Title: Include your full name
and job title.
10. Encloses and CC: If you are sending additional documents include an enclosure line and if
someone else is receiving a copy of the letter include cc. or carbon copy of the other receiver or
receivers.
29
Parts of a Formal Cover Letter
(1) Sender’s Address (Sender’s name is written only in case the letter is not on an official letter head)
(2) Date
(3) Receiver’s Name and Address
(4) Reference (RE) (Ref.):
(5) Subject (Sub):
(6) Greetings / Salutation
(7) Body of the letter
a) Opening
b) Body (purpose)
c) Closing (Call for action)
(8) Valediction
(9) a) Signature
b) Sender’s name
c) Designation / Position
(10) Enclosures
(11) Copy to (CC)
30
Lab Practice 3
Task 1: Study and observe following sample of a Block style letter
Name of Sender
Return Address
Name of Recipient
Title/Department
Company
Street Address
City, State, and Zip Code
Date
RE
Subject:
Dear [Name]
_________________________________________________________________________
_________________________________________________________________________
____________
_________________________________________________________________________
_________________________________________________________________________
____________
_________________________________________________________________________
_________________________________________________________________________
____________
Sincerely,
(Handwritten Signature)
Writer’s Name (with title)
Enclosure:
Cc:, Copy to:, Copies to:
Name of the sender and return
address is written only in case the
letter is not written on the official
letterhead
31
Task 2: Study the contents, layout and format of the following letter:
University of Nizwa
P.B 33, Birkat Almoz
Nizwa, Oman
Mr. M Khan
Royal Stationers
Darya Ganj, New Delhi
India 110001
June 10, 2012
RE: Our telephonic conversation.
Subject: Supply of stationary items.
Dear Mr. Khan
Refer to the telephone conversation we had on June 8, 2012 regarding supply of office stationary to our
university.
Please send us your catalogue along with price list and offer of discounts for these items at an earliest.
We look forward for a long term relationship with you.
Yours sincerely
………………..
Mohammad Al Arzi
Manager Purchases
Enclosures:
Cc: Director Finance UoN and Director Purchases UoN.
32
Task 3: Study the content and layout of the following Letter for on-the-job training placement
Mohammad Sultan Al Ajmi
Business Administration Department
11 –H (15), University of Nizwa
Oman
Personnel Manager
Bank Muscat
Branch Muscat
Ruvi, Oman
May 12, 2012
Subject: Application for internship.
Dear Sir,
I am writing to you for providing me an opportunity to undergo my internship in your bank for three months
between May and August, 2012.
I am currently pursuing Bachelor’s in Business Administration with Accounting as major, from University of
Nizwa. During my studies I have gained knowledge in accounting practices and skills and have also worked on
some accounting softwares.
This internship is to be done as the part of our curriculum to gain practical knowledge in the field of our major.
Since Bank Muscat is one of the leading Banks in Oman using best accounting practices, I am desirous of doing
my internship in this bank to gain practical accounting skills. I am attaching my CV and the letter of
recommendation from my tutor with this application.
Hope you will consider my application for internship placement and provide me an opportunity to have my
training at your bank.
Your Faithfully
Ahmed Al Arzi
Student
33
Task 4: Name of the Student__________________________ ID ____________ Sec ______
Complete the following letter
______________________________
Business Administration Department
11 –H (15), University of Nizwa
Oman
Director Human Resources
Saud Bhawn Group
Muscat, Oman
___________________________
___________________________
Dear Sir,
I am writing to you ___________________________________________ to undergo my internship in your
______________ for three months between May and August, 2012.
I ________________________________ Bachelor’s in Business Administration with Marketing as major, from
University of Nizwa. During my studies I have gained knowledge in
____________________________________ .
This internship is to be done as __________________________________ to gain practical knowledge in the
field of our major. Since ___________________________ is one of the leading companies dealing in
automobile sales using best _____________________ practices, I am
_____________________________________________________ in your company to gain practical marketing
skills. I ________________________ with this application my CV and the letter ___________________ from
my tutor with this application.
Hope you will consider my application for internship placement and provide me an opportunity to have my
training at your bank.
Your Faithfully
____________________
Student
34
Name: ________________________________________ ID: ________________ Sec: ______
Task 4: Carefully observe the following letter and identify the formatting errors / mistakes in the
letter and write the corrected letter on the following page.
University of Nizwa
P.B 33, Birkat Almoz
Nizwa, Oman
June 10, 2012
Mr. M Khan
Royal Stationers
Darya Ganj, New Delhi
India 110001
RE: Our telephonic conversation.
Subject: Supply of stationary items.
Dear Mr. Khan
Refer to the telephone conversation we had on June 8, 2012 regarding supply of office stationary
to our university.
Please send us your catalogue along with price list and offer of discounts for these items at an earliest.
We look forward for a long term relationship with you.
Yours sincerely
………………..
Mohammad Al Arzi
Manager Purchases
Enclosures:
Cc: Director Finance UoN and Director Purchases UoN.
35
Name: __________________________________ ID__________________ Sec______
Write the corrected letter from Task 4 here
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________
36
Task 5:
How to open and close a letter:
Here are some ways to open a letter
Dear Sir To a company
To an man you do not know his name
Dear Madam To a woman you do not know her name
Dear Mr. Smith To a man when you know his name
Dear Ms. Smith To a women (married or unmarried) when you are not clear
about her preference
Dear Mrs. Smith To a married woman (when you are clear that she prefers to
be identifies as married
Dear Miss Smith When writing to an unmarried woman
Dear John To a friend or someone you know well and can to him or
her informally
Dear Smiths To a couple you are familiar with (Mr. & Mrs. Smith)
Some ways to close a letter
Dear Sir
Dear Madam
Yours faithfully
Faithfully yours
Respectfully fours
Yours respectfully
Dear Mr. Smith
Dear Mrs. Smith
Dear Miss Smith
Dear Mr. & Mrs. Smith
Yours sincerely
Sincerely yours
Yours truly
Truly yours
Dear John
Dear Annie
Best wishes
Regards
Now put in the appropriate openings and closing in the following:
The Manager
Bank Muscat, Oman
Dear ……………….
Yours………………
John Hall
1200 Brussels
Dear ………….
Yours…………….
The Manageress
HSBC Bank, Muscat
Dear…………..
Yours………….
Ms. Mawali
Bank Muscat, Nizwa
Dear ………….
Yours…………..
Golden Tulip Hotel
Nizwa
Dear…………..
Yours…………..
Mrs. H Cheng
5 Hatton Road
Hong Kong
Dear…………..
Yours………….
Mr. & Mrs. Cheng
35 Cheng Street
Hu Chin Min City
Dear……………
Yours………….
The Director HR
UoN, Oman
Dear…………….
Your……………
37
Task: 4 Name of the Student ______________________________ID_____________ Sec:___
Task 2: Write your own letter applying for an internship placement in one of the companies of your
choice in Oman?
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________________________________________
38
Lesson 4
Job Search Cover letters / applications
Learning objectives
After studying this chapter students should be able to-
Understand what is job search cover letter or letter of application.
Describe the importance of job search letter
Explain various parts contained in job search cover letter
Write a letter of application for a job highlighting essential criteria relevant to each job
requirements
39
A job search / resume cover letter is a letter accompanying your resume in job application. It is a
very influential tool to impress the prospective employer to get an interview.
An average advertised job opening usually gets hundreds of applications; the employers will
usually shortlist the applications. A letter of application is essentially a sales letter through
which you are trying to market yourself. Therefore your letter must:
Capture attention by using a good writing style
Arouse the interest of the employer in you
Show conviction by your past records and testimonials
Bring about an action you want the prospective employer to take – to grant an interview
and eventually give you the job
How will you write a good letter:
Following are few simple guidelines to keep in mind while writing an effective resume cover
letter
1. Always write to a specific person, not "to whom it may concern", or Dear Sir/Madam".
To find out, call the HR department and find out whom the HR manager is, or the name
of the manager in charge of the department you want to work under.
2. Always make sure you are 100% correct in spelling, grammar and facts. Use the spell and
grammar checker from your word processor. If you are not very good, get someone to
edit the letter.
3. Research the target organization and include information or facts relating to your would
be job or industry.
4. Analyze the job. Check for the noted and assumed needs and determine the most
important skills the employer is looking for.
5. Highlight how you will meet the employers' needs.
6. Use a strong opening sentence. Do not use the standard openings like "I wish to apply for
the position of … advertised in …".
For example, if the job is for a sales manager, write something like "A proven track
record in developing new business and increasing sales…" Design you opening to get the
person to really read what you can do. Address the employers' needs identified earlier.
40
7. In the body of the letter, show them that you can meet the needs of the employer. Use the
job advertisement and your network. Browse through the company website.
8. Make your cover letter visually appealing and coordinated with your resume. Do not
overdo the style elements. Use one type font.
9. Be concise. This is not your autobiography. Keep it to one page.
10. Conclude the letter with "the contributions you will bring to your company …"
Application for an advertised post
If you’re a applying in response to an advertised post, your application should contain the
following
Always mention the post and where you saw the advertisement
Give an outline of your present position and briefly discuss your duties and
responsibilities.
Indicate why you are interested in the advertised position.
Enclose your CV and copies of testimonials.
Write a suitable closing.
Curriculum Vitae (CV) / Resume
Your CV is generally the only evidence of your abilities and capabilities with your employer
before you are actually interviewed. A well designed CV most of the times becomes the reason
of call for interview. Therefore your CV should set out all your personal details attractively so as
to be seen at a glance, preferably categorized under headings and columns. Your CV should
normally contain the following in the given order:
Personal details
Academic qualifications
Professional qualifications
Any special achievements
Your present job and previous experiences
Your hobbies and interests or any other relevant information
41
Lab Practice 4 Sample of a Job Search / Resume Cover Letter
Task 1: Carefully study the following job application letter.
Mohammad Al Ismaili
H 25, Birkat Almouz
Nizwa Oman
Mr. Abdullah Al Darmaki
Manager Human Resources
Muscat City Center, Muscat
May 15, 2012
RE: Your advertisement of May 12, 2012 in Oman Times.
Sub: Application for position of Manager Sales.
Dear Mr. Darmaki
I am writing in response to your advertisement of May 12, 2012 in Oman Times for the post of
Manager Sales.
During the last 05 years, as assistant manager sales at Lulu Hyper Markets, I have developed the
skills that ensure the highest level of competence, customer satisfaction, time management and
teamwork.
Please allow me to highlight my strengths:
Secured Bachlor’s in Marketing and Sales Management from UoN.
Proficient in handling customers and shop floor management.
Extensive experience in inventory handling and sales planning.
Exceptional communication and interpersonal skills.
Fluent in Arabic, English and French.
Most importantly, I have been able to quickly learn your preferences, your goals and objectives,
and I will do my very best to meet your expectations. I am attaching my CV for your perusal. I
look forward to hearing from you.
I thank you in advance for your consideration.
Yours Sincerely,
Mr. Mohammad Al Ismaili
42
Language Focus:
Task 2: Learn the following:
I am writing in response to your advertisement for the post of (…………………….)
published / advertised in (……………………………..) on (……………..)
I would like to apply for the post of (……………………………) advertised in (………..)
on (…………..)
OR
I have seen your advertisement for (…………………………) in (………………….) on
(…………)
When writing the job application, there are many ways to start the letter as shown above.
But what is important is to mention the name of the position clearly and give complete
reference of the publication with date.
Task 3: PRACTICE THE FOLLWING:
Write sentences as shown in the example below. You can choose any of the above three formats.
# Post Advertised in Date of advertisement
a)
b)
c)
d)
e)
f)
g)
Director Finance
Assistant Manager Sales
Manager Marketing
Sales Executive
Floor Manager
Front Desk Manager
Office Coordinator
Times of Oman
Oman Tribune
Voice of Oman
Alwatan
Oman Times
Greater Oman
Oman Express
May 12, 2012
May 08, 2012
May 10, 2012
June 02, 2012
May 03, 2012
April 04, 2012
May 05, 2012
Example: a) I am writing in response to your advertisement for the post of Director
Finance advertised in Times of Oman on May 12, 2012.
b) ………………………………………………………………………………………………
………………………………………………………………………………………………
c) ………………………………………………………………………………………………
………………………………………………………………………………………………
d) ………………………………………………………………………………………………
………………………………………………………………………………………………
e) ………………………………………………………………………………………………
……………………………………………………………………………………………
f) ………………………………………………………………………………………………
………………………………………………………………………………………………
g) ………………………………………………………………………………………………
………………………………………………………………………………………………
43
Task: 4
a) Interview your friend asking him/ her questions about his her education and
experience. Make notes of his/her answers so that you can write his/her CV.
b) When you have finished the interview, prepare a curriculum vitae (CV) for your
friend.
Name of your friend: ___________________________
Address:_________________________________________________________________
Email ID _____________________________ Contact No.: ________________________
(Use false email ID and contact No.)
Qualifications:
1. ________________________________________________________________
2. ________________________________________________________________
3. ________________________________________________________________
Experience:
1. ________________________________________________________________
2. ________________________________________________________________
3. ________________________________________________________________
Other Skills:
1. _______________________________________________________________
2. _______________________________________________________________
3. _______________________________________________________________
Hobbies and Personal Interests:
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
44
Task 5:
Read the following Job Advertisement
Task 5: Read the above advertisement carefully and note down the information related to
following:
1. Who will your address your application to?
2. What will be the reference (RE) of letter?
3. Write the subject for the letter?
4. Write proper greeting / salutation?
5. What should be the closing of the letter.
6. Will you attach any enclosures, if yes what enclosures?
Oman Times June 02, 2012
Oman Oil Requires Marketing / Sales Managers
For its filling stations in Muscat The requirements include:
Ability to work in a team
Ready to work for long hours
Good administrative and team management skills
Prior experience in retail sales is desirable but not essential
A degree in Management or Sales and Marketing
Salary negotiable, best salary for experienced and deserving candidates Please apply with confidence before June 15, 2012, and send updated CV to:
Mr. Ali Ahmed Al Qasmi Assistant General Manger Oman Oil PO BOX 123 Muscat, Oman Mob: 12345678
45
Task 6:
Based on the above advertisement and the information collected write the Resume cover
letter:
_________________
_________________
_________________
_________________
_________________
_________________
_________________
RE: _________________________________________
Subject: ______________________________________
Dear_____________________
I would like to apply _______________________________________________
advertised in ____________________________ on ______________________
I have worked with ______________________________ for _________ years and have
gained enough skills in _______________________ and ________________________. I
secured my Bachelor’s degree in _______________________ with _____________
major.
I am enclosing _______________________________________ and a reference letter
from my _____________________.
I hope you will consider ________________________ . Looking forward for
_____________________________________.
Thanking you in ________________________.
Yours_____________________
_________________________
Enclosures: ______________________________________ and ___________________
46
Task 7: With the help of the information collected in task 4, prepare the following
CV for your friend.
Curriculum Vitae Personal Information: Name: _______________________________ Age: _______________________________
Date of Birth: _______________________________
Address: _______________________________
_______________________________
Nationality: _______________________________
Tel. No.: _______________________________
Gender: _______________________________
Marital Status: _______________________________
Academic Qualifications: ______________________________________________ ______________________________________________
______________________________________________
______________________________________________
______________________________________________
Work Experience: ______________________________________________
______________________________________________
______________________________________________
______________________________________________
Other Skills: _______________________________
_______________________________
_______________________________
Languages: _______________________________
_______________________________
Hobbies and interests: _______________________________
_______________________________
[signature]
[Name]
[Place]
[Date]
47
Task 8 A: Rearrange the scrambled words to get meaningful sentences:
1. to apply – for – I would like – the post of – Manager –
………………………………………………………………………………
2. your advertisement –I – to apply – have seen – for the post of – Accounts Assistant –
…………………………………………………………………….......................
3. for the post of – I would like – director – advertised in – to apply – The Times of Oman –
…………………………………………………………………………………..
4. for two - worked as – years – personal assistant – I have –
………………………………………………………………………………….
5. to acquire – I would – to work – like – in your company – experience – more
………………………………………………………………………………..
6. for – available – any time – interview – I would be – Monday – after
………………………………………………………………………………….
Task 8 B: Match an item from (A) with an appropriate item in (B) then write in (C)
# (A) (B) (C) 1 I would like to apply I have been working as a
cameraman
2. For the last two years from my CV, I am
Bachelor’s in Management
3 I can be available for
interview
for the post of salesman
4. As you can see your reply
5 I look forward on this Friday
Task 8 C: Make Pairs of synonyms from the following words:
Post reply fluently move start job answer
easily change location Begin prepare go with put an end
Get ready finish accompany increase make bigger
………………=……………….. …………………...=…………………. …………..=……….
………………=……………….. …………………...=…………………. …………..=……….
………………=……………….. …………………...=…………………. …………..=……….
48
LESSON 5
Rejecting an Application, Calling for Interview and
Writing Letters of Thanks
Learning objectives
After studying this chapter students should be able to-
Understand the proper tone of writing a response at various circumstances
Learn how to frame a rejection letter
Write a letter calling for a job interview
Write a letter of thanks or acknowledgement letter in repose to a call for interview
49
Introduction:
Once receiving the job applications, as a person responsible, you will be required to
communicate with the applicants in all cases whether the applicant’s application is accepted or
rejected. It is usually a normal procedure to shortlist the applicants and communicate with the
candidates whose applications are shortlisted and call them for interview. However professional
business organizations write to those candidates also whose applications are rejected and give
them reasons for not considering their applications. This is done to create an image and goodwill
in the market.
Also if you have applied for a job and you have been shortlisted and called for interview, it
becomes very much important to write a letter of thanks to the employer for considering your
application and inviting you for an interview. This letter of thanks creates an impression in the
minds of the employer and also shows your curiosity and interest in the position.
These letters are written with care, as these involve use of proper language and content.
Language Focus:
Rejecting an application:
You have to be very careful while writing a rejection letter. Note the following points:
Inform the applicant that his/her application was not shortlisted rather than writing that
the application was rejected.
Be sensitive to the applicant’s emotions – use positive language rather than highlighting
the applicant’s negatives.
Be courteous and ask the applicant to apply next time for a post suitable to his/her
qualifications and experiences.
Calling for an Interview:
When applicant’s application is accepted or shortlisted, the applicant is required to be called for
an interview, which may be face to face, telephonic or online.
Inform the candidate that his application has been considered and show him that his
qualifications and skills have been found to match the job description.
Be positive with the candidate and encourage him for an interview.
Ask for the convenient time and place for interview, rather than stressing upon him what
is convenient to you.
Thanking for inviting you for an interview
If your application is accepted by the employer and you have been called for an interview, it is
important to reply with a letter of thanks.
Thank the employer for finding your application suitable for shortlisting.
Show that you are still interested in the position.
50
Show that you will be available for interview at a suitable date and time which is
mutually convenient.
Exhibit that you would love to join the organization if selected and will prove to be
beneficial for the organization.
Now Read and learn the following:
While refusing an application:
While accepting an application:
While writing a letter of thanks:
We received your application for the post of ……………………………… We are sorry to inform you that your
application was not shortlisted, since the qualifications and skills you possess do not match with our job
requirements. We encourage you to apply some other time for a job suitable and matching your
qualifications and experience.
We received your application for the position/ post of………………………………….. and we are pleased to
inform you that …………………………………………… and you are requested to appear in an
interview……………………………………………….
I am pleased to be shortlisted for ……………………………………………………….. I will appreciate if the interview is
conducted on ………………………………….. (Date)………………………. (Time) [give a range of dates and time].
I assure you that if selected for this position I would…………………………………………………….[write what you
can contribute to the organization and once again highlight your skills and experience relevant to the job]
51
Lab Practice 5
Task 1: Write sentences as directed.
1. Inform people of the following:
a) Their application was rejected or was not successful or has not been shortlisted:
_____________________________________________________________________
_____________________________________________________________________
________________________________________________________________
b) They have not been recommended for interview or appointment.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
c) Their qualifications are not suitable for the job.
_____________________________________________________________________
_____________________________________________________________________
_____________________________________________________________________
2. Inform people that their application was successful or recommended or shortlisted.
Start with the following:
a) I am pleased to inform you that…………..
b) I would like to inform you that……………..
c) Your application for the post of………………
a) ____________________________________________________________________
____________________________________________________________________
___________________________________________________________________
b) ____________________________________________________________________
____________________________________________________________________
________________________________________________________________
c) ____________________________________________________________________
____________________________________________________________________
________________________________________________________________
52
Task 2: Study and learn the following letters
Rejection Letter
Azman Al Abri Bank Dhofar, Muscat Mr. Azhar Al Qasmi Nizwa, Oman June 02, 2012 REF: Your application for the post of Assistant Manager. Dear Mr. Qasmi, Thank you for your application for the post of Assistant Manager in our bank. We appreciate your interest for working in Bank Dhofar. But I am sorry to inform you that the selection committee has not shortlisted your application for the interview on this occasion. Your application was among the large number of applications we have received for this position and the selection committee has shortlisted those which matched more closely to our job requirements. We thank for your interest and the time you have taken for forwarding your application. We wish you best of luck for your career. Yours Sincerely ………………………… Mr. Azam Al Abri Director HR
53
Calling a Candidate for Interview:
Azman Al Abri Bank Dhofar, Muscat Mr. Azhar Al Qasmi Nizwa, Oman June 02, 2012 REF: Your application for the post of Assistant Manager. Subject: Call for interview. Dear Mr. Qasmi, Thank you for your application for the post of Assistant Manager in our bank. We appreciate your interest for working in Bank Dhofar. We pleased to inform you that your application was shortlisted by the selection committee for a personal interview. We would appreciate if you could make yourself available for a personal interview at our head office in Muscat on any day on June 05 to June 10, 2012 from 8:00 AM to 4:00 AM. Please let us know about your convenient day and time as soon as possible to allow us to schedule the interview We look forward to hearing from you and meeting you soon. Yours Sincerely ………………………… Mr. Azam Al Abri Director HR
54
Writing a letter of Thanks:
Azhar Al Qasmi Nizwa, Oman Mr. Azman Al Abri Director HR Bank Dhofar, Muscat June 03, 2012 REF: Call for interview. Dear Mr. Azam Al Abri, Thank very much for shortlisting my application and calling me for the interview. I am highly pleased to have been shortlisted for this position and appreciate you for providing me this opportunity to prove my credentials during the interview. I am very much interested for working with your organization as this position will really give me an opportunity to use my skills and experience to contribute to the goals of Bank Dhofar and also help me grow in my career. I would be able to make myself available for the personal interview your head office in Muscat on day on June 06, 2012 at 11 AM. Please inform me if this time is convenient to you. I look forward to meeting you and being part of Bank Dhofar Yours Faithfully ………………………… Azhar Al Qasmi
55
Task 3: Writing Practice:
Complete the following letter of rejection from Bank Muscat to Mr. Mohammad Al Rawahi who
has applied for the position of Manager in the bank but has not been shortlisted.
Sultan Al Ajmi H R Manager Bank Muscat Mr. Mohammad Al Rawahi Nizwa Oman …………………………. REF: Dear Mr._________________, Thank you for your __________________________________________________________. We appreciate your _________________________________. But I am _______________ _____________________________________________ interview on this occasion. Your application was _____________________________________ have received for this position and the selection committee has shortlisted _____________________________ _________________________________________. We thank for your ______________________________________________ your application. We wish ____________________________________________ career. Yours Sincerely ______________________ ______________________
56
Task 4: Now write one letter inviting Mr. Mohammad Al Rawahi for an interview , who as
applied in your bank for the post of Manager.
__________________
__________________
__________________
__________________
____________________
___________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________
__________________
57
Task 5: You have applied for a position at Saud Bhawan and you have been shortlisted and
invited for an interview. Write a letter of thanks to the employer.
__________________
__________________
__________________
__________________
____________________
___________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
__________________
__________________
58
Task 6:
a) Rearrange the following scrambled words to make meaningful sentences:
1. for your – for the post – thank you – application – of Manager –
________________________________________________________________________
2. your application - I am pleased - that - has been - shortlisted - to inform you –
________________________________________________________________________
3. for the post - we are sorry - your application - that - of manager - has not been
shortlisted to inform you
________________________________________________________________________
4. appreciate – yourself - if you make - on Friday - we would - available - for the
interview - at 10 AM
b) Match the Items in (A) with (B) and write them in (C).
A B C We are sorry that you will be convenient to you
I am highly thankful to you
for finding me
can make yourself available
for he interview
I hope that this time the time that is convenient to
you
Please let us now about have not been shortlisted
We would appreciate if you suitable for the job
59
Lesson 6
Business Letters
Learning objectives
After studying this chapter students should be able to-
Define what is business letter
Explain various functions of business letters
Organize a proper business letter following the AIDA model
Write business letter including letter for requesting information for different purposes
60
Introduction
Writing letters play an important part in the functions of business. Since sales is the primary
function around which all other functions of any business revolve, it involves huge
correspondences which include identifying prospective customers/clients, responding to
inquiries, following up on sales calls, placing orders, acknowledging orders, problem solving,
complaining against faulty orders, replying to complaints and getting repeat business etc.
What is a Business Letter?
A business letter is a letter written in formal language, usually used when writing from
one business organization to another, or for correspondence between such organizations
and their customers, clients and other external parties.
Functions of the Business Letters
1. These provide a record of the business activities.
2. These allow the writer to provide more context or explanation than is usually possible
through other means of communication.
3. It helps the audience (readers) remembers to decide what is to be done.
4. Its helps to develop personal relationships with the customers / clients / business partners.
How Business Letters are organized
• Business letters should be more personal than most other forms of technical writing.
• They emphasize the reader/writer relationship by the use of such pronouns as I, we, and
You.
• Business letters should:
orient the reader to the topic at hand,
explain why the writer is writing,
provide enough information to help the reader understand what he/she is
to do.
To be able to provide this information, you need to generate ideas, analyze your audience, decide
what you need to say, and define your problem.
The success of these correspondences depends on how effectively these letters are written. To
effectively write these letters you should follow AIDA formula. AIDA Stands for "Attention,
Interest, Desire and Action."
61
a) Attention: First, the letter must get the reader's attention with a hard-hitting lead paragraph that goes
straight to the point or offers an element of intrigue. A business letter must capture the reader's
attention immediately or it won't get read.
b) Interest Next, you want to hook the reader's interest. This is usually a clear statement of the reader's
problems, needs or wants. What's new? What's in it for the reader?
Remember, the reader isn't interested in you or your products. They are interested in what you
can do for them. Here is an example:
Our best-in-class fuel efficient family car will save you 40% budget on fuel and 100% on service
for next three years.
c) Desire The letter should create a desire. The desire to eliminate or minimize the potential for future loss
or the desire to gain something like prestige, more time, more profits, etc.
Provide a compelling reason to buy from you instead of your competition. This is called your
"USP" or "Unique Selling Proposition". It's a unique advantage customers get only if they buy
from you. One important USP is trust. Make your customer trust you. Provide, field tests or
studies of your product, the time your company's been in business, the strength of your brand,
your guarantee, testimonials from current customers and from those on your client list. Here are
some examples:
The Car ABC has won three international auto-awards for being, highest fuel efficient car by Car
Zone International, Best in Class award by Drive Abia.com and Best in Class Award by Oman
Auto International.
We are proud of having more than 30,000 satisfied customers in Oman. Already 800 cars are
sold in 2012.
d) Action Last but most important, your sales piece must have a call to action. You must ask your customer
to do the action that you want, weather it is to buy or to click on a web site. Explain how and
make it so easy for them to do so (as many payment methods as possible) that they will feel left
out or disappointed if they don't. For Example:
Don't delay. Take advantage of this Special Price Offer. Call NOW to place your order or
complete the coupon below and send your order by email, Fax or postal mail TODAY!
62
Types of Business Letters
a) Sales Letters
1. Letter of Request
2. Response to a Letter of Request
b) Letters for placing
1. Placing Orders
2. Confirming Orders
3. Complaint Letters
1. Letter of Complaint
2. Response to a Letter of Complaint
63
Lab Practice 6
Letter of Request / Requesting Information:
These are those letters through which you ask the provider of goods, services or ideas,
information about the product. These letters are written when much information is not available
through advertisements or sales letters about the product and you want to get more details about
the product with regard to price, warranty or guaranty, description, benefits, mode of payments,
supply channels, time of delivery, installation services, after sale services and many other such
details.
Task 1: Study the following Sample Letter of Request, observe its contents and learn how
to write a Letter of request.
Ahmed Al Kindi Manager Procurements University of Nizwa Barkal Al Mouz, Oman June 03, 2012 Mr. Mohammad Al Rawahi Manager Sales ME Electronics, Muscat, Oman Dear Mr. Al Rawahi We have seen your advertisement in Oman Times of June 01, 2012. We are opening two new multistoried buildings at our campus which would require installation of 100 split air conditioners. Could you please forward us your price catalogue for air conditioners along with information related to the following:
1. Discounts and warranties on bulk purchase. 2. Availability and charges for AMC – Annual Maintenance Contracts. 3. On-site installation and after sale services.
We would appreciate the early response. Please note that the air conditioners would be required to be installed before August 30, 2012. Sincerely Yours Ahmed Al Kindi Manager Procurements
64
Language Focus: (Requesting Information)
While requesting information, may open the letter using following expressions:
1. We have seen __________________________ in [Publication] _____________________
on [Date] __________
2. With reference to _________________________ of [date]_____________in
[publication]_____________________________________
3. We are writing with reference ________________________ of [Date] ________ in
[Publication]_______________________________
Requesting Action:
1. We would ____________________________ if you can _______________________
2. Could you please_______________________________________________________
3. We would be ___________________________ if you _________________________
Asking for Information:
We would __________________________ if/whether ____________________________
Please ___________________________ if/ whether____________________________
Eg:
With reference to your advertisement of June 02, 2012 in Oman Times, we would appreciate
if you can send us latest catalogue and price list. We would appreciate if you inform us
whether the prices include the delivery charges.
Practice Exercises:
Use above expressions to write sentences with regard to following:
Reference Action Information (whether)
June 3, Oman Times New Price List the AC units are available in white color
May 30, Oman Observer Usage terms and conditions the price includes delivery charges
January 02, Daily Mail Free Sample and Price List the price includes any warranty/guarantee
Yesterday, Early Times Brochure and price list they have any offices in Oman
65
Task 2: Study the following advertisement 2(A) and 2(B) carefully. You are the
manager in Bank Muscat and you want to procure 100 units of split air
conditioners to be installed at your different branches in Nizwa area.
Write letter to the Sales Manager of the two companies whose advertisement
is given below requesting them information you need.
2 (A) - Advertisement as appeared in “Oman Observer” June 02, 2012”
2 (B) Advertisement as appeared in “Oman Times” May 30, 2012”
66
Task 2 (A)
___________________
___________________
___________________
___________________
___________________
___________________
___________________
___________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
___________________
___________________
___________________
67
2(B)
___________________
___________________
___________________
___________________
___________________
___________________
___________________
___________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
___________________
___________________
___________________
68
Activity 3: Study the following advertisement carefully. You are the Manager
Procurements at University of Nizwa and you want to procure the following.
2000 students study chairs, 100 library book cabins, 100 revolving type
faculty chairs, 100 computer tables.
Write letter to the Sales Manager of the company whose advertisement is
given below requesting him to send you information you need.
69
___________________
___________________
___________________
___________________
___________________
___________________
___________________
___________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
___________________
___________________
___________________
70
Lesson 7
Responding to Request Letters
Learning objectives
After studying this chapter students should be able to-
Explain various points to remember for writing an effective response letter
Frame a response letter intending to achieve the objective of the firm
71
Introduction:
Receiving letters requesting information is an important achievement of the advertisements by
any company. Advertisements are usually not given with an intention of sales, but to develop
leads that are then converted into a sale.
Thus when a company receives any request for information, they are always prompt in
responding to such requests, as this information is the first step towards converting a lead into a
sale.
Points to Consider:
The effectiveness and sufficiency of response will actually determine the future sale. It is
therefore important to respond to the requesting party and keep in mind the following:
1. Ensure that the information you provide should match the needs of the requesting party.
2. Get to the point, be clear and concise.
3. Customers are interested to know "WIFM," or "what's in it for me”. Therefore try to sell
benefits that your product will bring to customer, not features of your product.
4. Keep it personal and conversational.
5. Create a deadline. Whether there is a real deadline or one you create, make one. Usually,
a deadline increases the rate of responses because of the limited amount of time to act.
6. Call to action. Encourage the customer to ask for the order. "Call our toll-free number,
800-555-SALES, for a free consultation". OR Our sales representative will visit you with
all relevant details.
7. Include a guarantee. If you can offer a guarantee - be it your follow-up, delivery,
customer service, or pricing - do it. By offering a guarantee, you offer integrity and
credibility to your products/services.
8. Include testimonials. Nothing speaks louder for your product or services than a satisfied
end user. Give references of your already satisfied customers.
72
Language Focus:
Opening:
Acknowledging and thanking for the letter of inquiry:
1. Thank you for your letter of [Date] _________________________
2. We appreciate for your writing to us, ________________________________________
3. We received your letter of [Date]_________________________________________
Refer to the contents:
1. ____________________________ inquiring about our _______________
2. ______________________________ showing interest in our ___________________
3. _______________________________ in which you inquired ______________________
Enclosures:
1. We are enclosing ____________________________________
2. Enclosed herewith is ___________________________________
3. Please find enclosed _____________________________________
Closing:
We look forward to
1. ________________ hearing from you.
2. _________________ receiving your first order.
3. __________________ to your reply
73
Lab Practice 7
Task 1: Study the following Sample Letter of Response, observe its contents and
write a Letter of Response as instructed in Task 2 , 3 and 4 below.
The sample is the response to the Request Letter you studied during Task 1 of Letter of
Request above.
Mohammad Al Rawahi Manager Sales ME Electronics, Muscat, Oman June 06, 2012 Mr. Ahmed Al Kindi Manager Procurements University of Nizwa Barkal Al Mouz, Oman Dear Mr. Al Kindi Thank you for showing interest in our company’s products. We received your letter of June 03, 2012. We wish you happy opening of your two new buildings at your campus. We would suggest you two Split Air Conditioner (AIP2120 and AIP3120), which would be suitable for cooling of large floor areas as is your requirement. These two models come with latest power saver technology which would save on your power bills up to 25%. We would love to build a long term association with your university and are ready to offer you 15% discount on list price and a free service for 1 year. We would be happy to offer you 25% discount on AMC of Air conditioners. We are the largest suppliers for air conditioners in Oman. We have been associated with Bank Muscat, College of Technology and many other large organizations for supply of air conditioners and their AMC. We encourage you to place your orders before July 15, 2012 to avail 5% extra discount on all purchases. Please feel free to contact us at our toll free number 800 820 888 or call on my personal number 9894xxxxx. I would appreciate if you provide me an appointment so that I can visit your office personally to give you more details. I am attaching the latest price list for all our products and also a copy of AMC price list along with terms and conditions. Looking forward to receiving your order Sincerely Yours Mohammad Al Rawahi Manager Sales
74
Task 2
Write a response letter to the request received in Request Letter in Task 2 (A) in
Lab Practice 6.
Task 3
____________________ ____________________
____________________
June 06, 2012 ____________________ ____________________
____________________
Dear ____________________
Thank you for ________________________________________________________________ We would suggest_____ _________________________________________________________
_________________________________________________________________________________
____________________________________________________________________________
We would love to build a long term _____ ___________________________________________
__________________________________________________________________________
_________________________________________________________________________________
We are __________________________________________ in Oman. We have been
_________________________________________________________________________________
___________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
Looking forward to receiving your order Sincerely Yours ____________________ ____________________
75
Write a Response Letter to the request received in Request Letter in Task 2 (B) Lab
Practice 6.
____________________ ____________________
____________________
June 06, 2012 ____________________ ____________________
____________________
Dear ____________________
Thank you for ________________________________________________________________ We would suggest_____ _________________________________________________________
_________________________________________________________________________________
____________________________________________________________________________
We would love to build a long term _____ ___________________________________________
__________________________________________________________________________
_________________________________________________________________________________
We are __________________________________________ in Oman. We have been
_________________________________________________________________________________
___________________________________________________________________________
_________________________________________________________________________________
___________________________________________________________________________
Looking forward to receiving your order Sincerely Yours ____________________ ____________________
76
Lesson 8
Placing, Acknowledging and Delivering Orders
Learning objectives
After studying this chapter students should be able to-
Learn how to frame an order letter
Explain points to highlight in placing an order letter
Understand the importance of and acknowledging an order letter
Write a proper dispatch letter
77
Introduction:
Order letters are those letters which are written to place orders for purchasing goods, services or
ideas.
Orders are made when you are convinced that the product which you are expecting meets your
requirements and prices, services, benefits and features of the product match your needs.
While writing order letters it is important to:
1. That you are aware of the terms and conditions of the supplier.
2. Ensure that you give reference of the prices quoted to by the firm/company.
3. Mention clearly the quantity, product code, and quality etc. of the product you are
purchasing.
4. The supplier will be interested in recovering the bills as soon as possible, convey the
supplier how and when you will be paying the bills.
5. Create an order deadline. Whether there is a real deadline or one you create, make one.
Usually, a deadline increases will prompt the supplier to act quickly.
6. Clearly mention about the mode of delivery and point of delivery of supply.
On the other hand when you receive the orders, now it is your turn to acknowledge their receipt
and deliver the orders. At this stage your will be required to write the Order Acknowledgment
Letters and while delivering the orders you will be required to write the Order Dispatch
Letters.
78
Sample Order Letter 1
Ahmed Al Kindi Manager Procurement University of Nizwa Oman July 05, 2012 Mr. Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE Sub: Purchase Order No. PUoN/ELECT./121/2012 Dear Mr. Al Rawahi Thank you for your letter of June 09, 2012 containing catalogue, price list and terms of purchase. We are pleased to place an order for 100 Split Type AC at the below mentioned terms and conditions. Items Rate Qty. Amount. AC Split [AIP2120] 120 OMR 50 6,000 OMR AC Split [AIP3120] 135 OMR 50 6,750 OMR Total 12,750 OMR The order is valid only if the following terms and conditions, as per our previous conversations, are fulfilled.
1. There is net 15% discount on the total bill amount. 2. Items purchased are with a free service warranty of one year. 3. The price includes the onsite installation charges. 4. The items will be delivered and installed before August 30, 2012. 5. 25% of the invoice amount will be paid in advance and 75% immediately after the successful
installation. Please acknowledge the receipt of order by a return Fax at the earliest. Yours Sincerely Ahmed Al Kindi Manger Procurements
79
Order Acknowledgement Letter
Order acknowledgement letter is written to acknowledge the receipt of order when the seller
receives the order from the buyer.
This letter is the sample of Acknowledgement to Order Letter 1
Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE July 07, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Sub: Your Purchase Order No. PUoN/ELECT./121/2012 Dear Mr. Al Kindi Thank you for your purchase order of July 05, 2012. We acknowledge the receipt of your order for 100 Split Type AC units. We assure you that the requested items will be delivered and installed in you organization before August 30, 2012. The consignment will be delivered at your place through Express Cargo Services who are best in trade to deliver the supplies safely and with care. Two of our engineers will accompany the consignment to install the AC Units. The Proforma invoice is attached herewith. Kindly make it convenient to send to us 25% advance amount in the form of a bank draft payable at Ajman UAE. Yours Sincerely A Al Rawahi Manager Sales
80
Order Dispatch Letter
Order Dispatch letter is the letter which accompanies the consignment and is addressed to the
buyer. The dispatch letter includes the confirmation of Order dispatch, Payment request and the
proper bill.
This letter is the sample of Acknowledgement to Order Letter 1
A Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE August 15, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Ref: Your Purchase Order No. PUoN/ELECT./121/2012 Sub: Dispatch Order No. GE/DO/2134/2012 Dear Mr. Al Kindi Refer to your purchase order of July 05, 2022. We are dispatching 100 AC Units through Express Cargo Service today on August 15, 2012 which will be delivered at your place on August 17, 2012. The consignment is accompanied by two of our service engineers who will install the AC Units in 5 days. Kindly ensure that some designated person is available to receive the consignment. We are attaching the bill with this letter. Please make it convenient to send the balance 75% of the billed amount within ten days of installation in the form of a bank draft payable at Ajman UAE. We hope our service will give you satisfaction beyond expectations. Yours Sincerely A Al Rawahi Manager Sales
81
Lab Practice 8
Task 1: Study and learn the following sample order letter.
Answer the following questions:
Who has sent the Order: ………………………………………………………………………………….
What is the order number and when is it send: _____________________________________________
When is the dead line for delivery: ______________________________________________________
What is the period of warranty: _________________________________________________________
To whom is order sent: ________________________________________________________________
Ahmed Al Ajmi Procurement Officer Bank Muscat June 15, 2012 Mr. James T Mathews Global Furniture 35 City Plaza, Ajman UAE Order No. BM/ 143/2012 Thank you for your letter of June 07, 2012 containing product catalogue and price list for office furniture along with samples. We are leased to inform you that we are satisfied with quality of your products as it perfectly matches our requirements. We are pleased to place order for the following items based on the conditions given below. Item Qty. Price Amount Officer Chairs (IC 2170) 50 30 OMR 150 OMR Visitor Chairs (IC 2324) 100 25 OMR 2500 OMR Office Tables (IT 3123) 50 100 OMR 500 OMR File Cabins (IFC 227) 100 50 OMR 500 OMR Total 3650 OMR
1. The items will be delivered before July 20, 2012. 2. The Price includes Delivery Charges and onsite fitting and installation. 3. Payment will be made by Bank Draft payable in UAE immediately after the delivery of
items. 4. The prices include 2 years onsite warranty.
Please acknowledge the receipt of order by a return fax. Yours Sincerely Ahmed Al Ajmi Procurement Officer
82
Task 2 Study and learn the following sample Acknowledgement Letter.
Answer the following:
Who has sent the Order: ………………………………………………………………………………….
When was the order sent: _____________________________________________________________
When will be the items delivered: ______________________________________________________
What has been attached with the letter: ____________________________________________________
What amount is to be sent in advance: _____________________________________________________
Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE July 07, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Sub: Your Purchase Order No. PUoN/ELECT./121/2012 Dear Mr. Al Kindi Thank you for your purchase order of July 05, 2012. We acknowledge the receipt of your order for 100 Split Type AC units. We assure you that the requested items will be delivered and installed in you organization before August 30, 2012. The consignment will be delivered at your place through Express Cargo Services who are best in trade to deliver the supplies safely and with care. Two of our engineers will accompany the consignment to install the AC Units. The Proforma invoice is attached herewith. Kindly make it convenient to send to us 25% of the billed amount in advance in the form of a bank draft payable at Ajman UAE. Yours Sincerely A Al Rawahi Manager Sales
83
Task 2 Study and learn the following sample Acknowledgement Letter.
Answer the following:
What is the number and date of dispatch: …………………………………………….………………….
Through which company is consignment sent: ______________________________________________
What amount is requested to be sent: ______________________________________________________
What has been attached with the letter: ____________________________________________________
When will the consignment be delivered: ___________________________________________________
A Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE August 15, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Ref: Your Purchase Order No. PUoN/ELECT./121/2012 Sub: Dispatch Order No. GE/DO/2134/2012 Dear Mr. Al Kindi We are dispatching 100 AC Units through Express Cargo Service today on August 15, 2012 which will be delivered at your place on August 17, 2012. The consignment is accompanied by two of our service engineers who will install the AC Units in 5 days. Kindly ensure that some designated person is available to receive the consignment. We are attaching the bill with this letter. Please make it convenient to send the balance 75% of the billed amount within ten days of installation in the form of a bank draft payable at Ajman UAE. We hope our service will give you satisfaction beyond expectations. Yours Sincerely A Al Rawahi Manager Sales
84
Task Assignments 1
Place an order using following information.
From: James A Anthony, General Manager, LULU Hyper Market, Nizwa Oman
To: Mohmmed Al Ajmi, Manager Sales, Global Electronics, Muscat Oman
Items Ordered:
Refrigerators [RF 2132] 10 @ OMR 200 each
Microwave Owens [MC 102] 30 @ OMR 50 each
LCDs [LCD HD 112] 25 @ OMR 99 each
LCDs [LCD HD 109] 25 @ OMR 149 each
Date of Order: Today’s Date
Note:
Order is to be delivered within 15 days.
Ask for 10% Discount on the bill.
Task Assignments 2
Write an acknowledgement letter for the above order.
Task Assignments 3
Write an Order Dispatch Letter for the above order. Include bill payment request.
85
Chapter 9
Complain Letters
Learning objectives
After studying this chapter students should be able to-
Define what is a complain letter and its purposes
Explain various parts of complain letter
Write a complaint letter for several different reasons
86
Introduction:
It is a type of letter written when the writer expresses his dissatisfaction with the goods or
services he has received.
A Complaint letter is written to lodge a complaint to the supplier about a product or service you
received from the company or organization for one or more of the following reasons:
Wrong goods received
Poor services
Unsatisfactory quality of goods or services
Late delivery
Damaged goods and
Wrong billing etc.
Writing a complaint letters:
When writing a complaint letter you should not show anger, for the supplier may not be to
blame. The following points need to be kept in mind while writing a complaint letter.
Do not delay; this will make it difficult for the supplier to investigate the cause. At most
of the times the supplier will mention a deadline in the bill itself for entertaining any
complaints.
Do not directly blame the supplier and do not assume that the supplier is automatically at
fault. The supplier may have a perfectly good reason to defend himself.
Avoid arrogance, rudeness and harsh language unless the supplier is not ready to make
adjustments.
write to the correct address and person or department for lodging your specific complaint
provide a detailed account of your dissatisfaction
provide the appropriate evidence to support your claim
87
Parts of the complaint letter
Opening: Mention the proper order number and dispatch date – this will help the supplier
to handle the complaint in less time.
Body: Mention clearly the reason for writing the complaint letter. This will help the
supplier to investigate the complaint with ease.
Action sought: Request the action – suggest what the supplier should do to rectify the
mistake and make adjustments.
Close: close with a warning – give a warning and write what further action you will take
if your complaint is not dealt with seriously.
Language Focus:
Opening:
We received the consignment no. LC/2132/2012 delivered to us on June 05, 2012………
We received the order no LC/2132/2012 on June 05, 2012………………
We took delivery of the above mentioned order {if the order no is mentioned in the Ref.} on
June 05, 2012……….
Body / Reason for Complaining
…………. On opening the packaging we found 5 damaged LCDs…………
…………….. on opening the boxes we found that only 4 TV sets have been shipped instead of 6
TV sets as were ordered…………
……… on checking the goods 20 glass sheets were found broken…………..
Need and reason:
.....we need the TV sets to deliver to our customers …………
…….. the TV sets are required to be supplied to our customers………
………… the glass sheets are required to be delivered to our customers ……….
Action Sought
……. therefore we request you to deliver the balance 4 LCDs at the earliest………..
……. so we would like you to replace the damaged LCDs as soon as possible……
…… so it becomes absolutely necessary/ essential that you ship the additional TV sets………..
……… so the damaged TV sets need to be changed with fresh ones……….
88
Threatening / warning
If the goods are not delivered in time we will be forced to stop your payment……..
We hope the same will not happen in the future……………..
In case such wrong deliveries repeat in the future we would surely place our orders with some
other supplier…….
Any repetition of such wrongful deliveries will force us to cancel all our future order with
you………
89
Lab Practice 9
Task 1
Inform the supplier that you have received damaged goods / wrong order / incomplete
order. Use the following information:
a. 21 chairs received in response to order no UoN/123/2012 of June 03, 2012 were
damaged,
________________________________________________________________________
________________________________________________________________________
b. 3 TV sets received by you on April 30, 2012 were broken.
________________________________________________________________________
________________________________________________________________________
c. 5 refrigerators were received instead of 7 refrigerators ordered.-
________________________________________________________________________
________________________________________________________________________
Task 2. Express the opening, action sought and give warning, using the following
information.
Goods received are damaged………….required to be immediately replaced…….if not replaced
in time…………..
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
3 chairs received were broken…………… required to be changed……… if not changed……….
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Supplies received were not as per actual order……………… actual goods to be delivered…….if
not………….
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
90
Task 3
The following is a claim / complaint letter written by Bank Muscat to Global Furniture
UAE. Read the letter carefully and learn it.
Bank Muscat
Nizwa Oman
March 3, 2012
Global Furniture
UAE
REF: Order no. GL/2134/2012
Dear Sir,
We received the delivery of the above referred order for 200 chairs.
On checking the chairs we found that 25 chairs are damaged which we are returning through the same
cargo company.
The chairs are immediately required to be installed in our newly opened branches; therefore it is
absolutely urgent that you dispatch 25 new chairs as soon as possible.
We hope the chairs are delivered in time. In case of delay or further improper delivery we will be forced
to cancel this order and place the order with some other company.
We are looking forward to receiving the chairs without delay.
Yours faithfully
M. A. Al Arzi
Bank Muscat
Nizwa, Oman
91
Task 4: Letter writing Practice
Complete the letter below by filing in the missing information.
The letter is send by Lulu Hyper Market, Nizwa, Oman to Bright Computers LLC, PO Box 313,
P.C 716, on June 4, 2012 complaining that they have received 26 Dell laptops, out of which 6
Laptops are defective and need to be replaced. Mention that these laptops are required to be
supplied to the customers immediately. The order reference number is BC/2145/2012.
Lulu Hyper Market
_________________
June _____________
_________________
_________________
_________________
REF: _______________________________
Dear Sir,
We received the _________________________________________________________________.
On checking ______________________________ we found ______________
______________________________________________________________________________.
_______________________immediately required to be ________________________________
therefore it is ________________________________________________________as soon as possible.
We hope the _______________________________.
We are looking forward to receiving the ___________________________________________.
Yours faithfully
Nasser Al Ajmi
_________________
_________________
92
Task 5 A: Re-order the scrambled words to make meaningful sentences.
1. received – we – supplies – the – yesterday.
______________________________________________________________________
2. boxes – the – 5 damaged – we found – TV sets – on opening.
______________________________________________________________________
3. the – to customers – to be – supplied – goods are.
______________________________________________________________________
4. are requested – you – these – immediately – to send.
_____________________________________________________________________
Task 5 B: Properly combine the incomplete the sentences in A and match them with
incomplete sentences in B to write meaningful sentences in C
A B C
We received the supply of installed in classrooms
immediately.
On opening the boxes replacement as soon as
possible.
There chairs are required to be force us to change the supplier.
We request you to send the to receiving the supplies in
time.
Any further wrong delivery
will
50 chairs yesterday.
We are looking forward 3 TV sets were found damaged
93
Task 5: Write a letter to Himalayan Publishers Ltd. 314 Darya Ganj, New Delhi, from Ahmed
Al Kindi, Librarian, University of Nizwa, NIzwa Oman and complaint that you have received
incomplete order i.e out of 52 book titles you have received only 41 titles. Mention the
following:
That you are attaching the list of missing book titles.
That you need these books immediately as the academic semester is about to start.
That incase these books are not made available in time you will take action (give warning).
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
94
Lesson 10
Adjustment Letters
Learning objectives
After studying this chapter students should be able to-
Define what is an adjustment letter and why it is written for
Explain various parts of an adjustment letters
Frame an adjustment letter in response to a complaint
95
Introduction:
When you receive a claim/ complain letter it becomes extremely important to reply to that letter
even if you are feel that you have made any error or mistake. This is very important to strengthen
your relationship with your customers and build trust in them.
The Adjustment letters are the replies to the complain letters where you inform the sender about
the action you have taken or you are going to take with regard to his complaint.
When writing complain letter you should be apologetic and say sorry even if you are not. In case
you have caused injury or offence or you have not met the terms of the contract/ agreement, it
becomes more important to apologize to avoid any legal action the complainant may take against
you.
Parts of an Adjustment Letter / Letter of Apology and Language Focus
Opening:
The opening of an apology letter / adjustment letter should include the reference to the complain
made by the customer and express regret for the inconvenience the customer has faced.
We are extremely sorry to learn that …………….... and apologize for the
……………………
We greatly regret to have delivered …………………. and are extremely sorry for the
inconvenience caused ……………….. We seek your apologies……………….
We feel extremely apologetic for having delivered …….. and we regret
……………………
State action taken / to be taken:
We have already started investigating the matter…………………….. and will inform you …..
We have identified the errors / mistakes / faults ………………… and will get back to you……..
We have received back the damaged goods……………………….. and will dispatch the
replacement…………..(give time)
Follow up Action:
We assure you that such mistakes / errors will not be repeated in future………….
Please write to us if you still have any complaint…………………
We hope the replacement / adjustment will serve the purpose……………..
Closing – Apologize again
We again apologize for the inconvenience caused…………………….
We again regret for having caused you inconvenience……………….
We again feel extremely sorry for …………………..
96
Lab Practice 10
Practice exercise 1:
A. Express regret for the following:
a) 3 TV sets delivered to the customer were damaged
_____________________________________________________________________
_____________________________________________________________________
b) The customer received a wrong order
_____________________________________________________________________
_____________________________________________________________________
c) There is an error in the bill
_____________________________________________________________________
_____________________________________________________________________
Example: We are extremely sorry to know that two boxes containing milk powder were
damaged.
B. Apologize for the following:
a) There has been a delay in supplying the goods.
_____________________________________________________________________
_____________________________________________________________________
b) For delivering wrong order.
_____________________________________________________________________
_____________________________________________________________________
c) The customer has faced great inconvenience.
_____________________________________________________________________
_____________________________________________________________________
Example: Please accept our apologies for causing you inconvenience.
97
Task 1 A: Reorder the scrambled words to get meaningful sentences.
1. you have - extremely – 2 damaged - we are - received - sorry - to know that - TV sets.
___________________________________________________________________________
2. dispatched - we have - the damaged ones - 3 new fans - to replace.
___________________________________________________________________________
3. we - the inconvenience - greatly - caused to you - regret.
__________________________________________________________________________
4. you - we offer - our sincere - for what - apologies - has happened.
___________________________________________________________________________
5. such mistakes - we assure- you that - will not -in future - repeat.
___________________________________________________________________________
Task 1B: What would you say in the following Situations?
1. When you make a mistake with your customer.
I am _____________________________________________________________________
2. When you cause inconvenience to your customer/client.
I am _____________________________________________________________________
3. When you promise not to repeat a mistake.
I ________________________________________________________________________
4. When you warn your supplier for causing inconvenience to you.
__________________________________________________________________________
98
Task 2: Read and Learn the following adjustment / apology letter written by Global
Furniture LLC, UAE to Bank Muscat, Nizwa Oman.
Global Furniture LLC
UAE
May 14, 2012
Bank Muscat
Nizwa Oman
REF: Order No. GL2613/ 2012
Dear Sir,
We received you letter of May 10, 2012 stating that you have received 5 damaged file cabins. We are extremely
sorry to know that the chairs delivered to you were damaged. The chairs must have got damaged during their
transportation. We regret the inconvenience caused to you.
We have today dispatched 5 new chairs which will hope fully be delivered to you with in three days.
We will take due care to avoid such things in future.
We once again apologize for the inconvenience caused to you.
We look forward to receiving more orders from you in future.
Yours Sincerely
T M Jones
Global Furniture LLC
UAE
99
Task 3: Complete the following letter: The letter is an apology letter written by ABC
Computers LLC Muscat to University of Nizwa for delivering 3 un-configured Laptops. The
letter is written on June 05, 2012 in response to the complain letter of May 29, 2012. The
reference order no. is ABC4213/ 2012.
____________________
____________________
___________________
___________________
___________________
REF: ______________________
Dear Sir,
We received you letter of _________________________________ stating that you have received _____________
___________________________________. We are extremely _________________________________________
________________________________________. The Laptops may not have been configured because of oversight.
We regret __________________________________________________________.
We are sending one of our computer engineers who will _______________________________________________
____________________________________________________________________________.
We will take___________________________________________________.
We once again _____________________________________________________.
We look ________________________________________________________________.
Yours Sincerely
___________________________
__________________________
100
Task 4: Self-Practice Exercises: (In Lab)
1. Write a letter of adjustment/ apology from Almarai Company LLC, Muscat Oman to
Lulu Hyper Market, Nizwa Oman for having supplied 30 cartons of outdated / expired
milk. The complain was made through a letter on June 03, 2012. The order no. is LULU-
N/1234/2012.
Task 5: Pair Work
Make pairs of two students.
Student A: Will write a letter to a company informing them about delivery of damaged goods
and urge them to replace the goods as soon as possible.
Student B: Will write a letter of apology/ adjustment in response to the complain letter
written by student A.
101
Lesson 11
MEMOS and EMAILS
Learning objectives
After studying this chapter students should be able to-
Differentiate between business letters and memos or e-mails
Explain the reasons and circumstances at which e-mails or memos are written
Describe various parts of memos and e-mails
Understand how to draft a memo
102
What is a Memo?
The term "memos" is a shortened form of "memoranda" or "memorandums."
Memos, sometimes referred to as "intra-office correspondence," are written communications
intended for an internal audience. They are generally less formal than letters and reports.
Why write memos?
Memos are useful in situations where e-mails or text messages are not suitable. For example, if
you are sending an object, such as a book or a paper that needs to be signed, through internal
office mail, you can use a memo as a covering note to explain what the receiver should do.
What does a memo contain?
The content of a memo ranges from a brief announcement to full-fledged situation analyses and
action recommendations. Consequently, their length also varies depending upon their purpose
and content.
Some organizations choose to arbitrarily limit the length of memos to a single page, suggesting
that messages requiring more than one page have enough content to justify a report. Other
organizations allow memos to be as long as required, which necessitates the use of summaries,
headings, lists, and other emphatic devices to facilitate their reading.
Memo formats
Although formats vary among organizations, a memo minimally has a heading and a body. In
addition, it may also have a signature line, reference initials (RE), an attachment/enclosures
notation (Enc.), and a carbon copy notation.
A typical Memo format is described on next page.
EMAILS
What is an Email?
The term "email" is a shortened form of "electronic mail".
Emails are the type of written communication through electronic media using internet. With the
use of more and more internet in the work environment, people a relying more on emails these
days than on any other type of communication. This communication is the fastest and most cost
effective medium today.
Why write Emails?
Organization write emails for both "intra-office correspondence”, (for internal audience like
employees) as well as for "inter-office correspondence” (for external audience like customers,
suppliers and other stake holders).
Emails are generally least formal than any other type of written communication.
A typical email format is described on next pages.
103
ZUBAIR AUTOMATIVES COMPANY MUSCAT OMAN
MEMO To: All branch sales managers. From: John E Wills, General Manager Sales. Date: June 15, 2012 Reference: Executive body meeting of June 10, 2012 Subject: Sales promotion schemes during Ramadan 2012. Based on inputs and customer feedbacks obtained during last two months, it has been decided that the Ramadan special sales offer on all car models shall be applicable from July 15, 2012 till August 31, 2012. We are excited about the customer response and hope that we achieve the best sales targets during this period. The details of the Ramadan offer are enclosed. Signature Name Enclosures: Details of Ramadan offer Copy to / CC: All Branch Sales Managers in Oman.
Heading A typical memo heading usually contains the
following:
To:
From:
Date:
Reference:
Subject:
The names of sender and receiver do not
require courtesy titles (Mr., Mrs., Ms., or
Miss) although Dr. is sometimes used.
Subject lines are as specific as possible,
leaving no uncertainty regarding the purpose
of the memo.
The heading may also contain a reference line
(reference line is used only if you are referring
to some previous communication). Short
reference lines appear two lines below the
Date element; extensive references have their
own lines, usually after the Subject element.
Body Paragraphs are single-spaced with a double
space between them. Either a block or
indented format is employed. Headings, lists,
and other emphasis techniques are useful,
especially in long memos.
Use of indentions in the body of the memo
depends upon the style preference of the
organization.
Signature Line Signature lines in memos do not require
courtesy titles.
Normally, a memo has no signature line--the
sender's name is given in the heading after
From. If desired, however, a signature line
(with either printed or handwritten name or
initials) may be inserted two lines below the
final line of the memo body.
Attachment / Enclosure Notation Attachment l Enclosures notations are rather
uncommon in memos.
Attachment notations, if used, appear on the
line immediately below the reference initials:
These may be indicated as:
Attachments:
Enclosures: Encl: En:
Copy Notation The copy notation appears two lines below the
reference or attachment notations: These may
be indicated as
cc cc: Copy to Copies to
A memo sent to several individuals may also
list their names after "To" in the heading and
omit the "Distribution" designation.
104
Sample of an Email
To: The Email address of the receiver.
CC: Carbon copy / courtesy copy- we can add
the email addresses of the people to whom
you want to send the same email
BCC: here you can add the email address of
the people whom you want to send the same
email, but you do not want that the actual
receiver should know about this.
Subject: In emails the subject is inserted just
below the TO and BCC column.
The subject line in emails should be more
descriptive which clearly tells the receiver
what is the email all about. This is because
when receiver accesses his email the subject
line is what appears before him. If the subject
is not clearly written the reader may delay in
reading the email and sometimes may also
discard the same.
Body Paragraphs are single-spaced with a double
space between them. Generally block
format is employed. Headings, lists, etc are
normally not used as emails are generally
short and consise.
Attachment / Enclosure
In emails no separate notation like Enc.: is
required as the attachments are uploaded as
the soft copy. However it is important to
mention about your attachments in the
body of the email itself.
Signature Line Like memos Signature lines in emails do not
require courtesy titles such as Mr. Miss. Mrs etc.
It is important to input the signature lines which
include your name, designation, address and
contact numbers etc.
You can scan you hand signature also if you wish
to make your emails more authentic and formal.
105
Practice Exercises
Lab Practice 1: MEMO Writing
Instructions:
Put the items from the table (A) below in proper sequence in table (B) to write a MEMO:
(A)
1 Enclosures: Approval of funds.
2 From: Haitham Al Abri, General
Manager
3 Date: January 10, 2012
4 Signature
5 Thank you.
6 Your request for grand of funds has
been approved by the management.
7 Reference: Your request for approval
of funds
8 You will be required to submit the fund
utilization certificate
9 To: Ahmed Al Ajmi, Branch Manager,
Nizwa
10 I am forwarding you the approval
which is attached herewith.
11 Name
12 to the head office before July 31, 2012.
13 Subject: Grant of fund approval
(B)
106
Self-Practice: Task 2
Read the following situation and write a memo.
You are Manager Human Resource in ABC Company
You are writing a memo to all head of departments in your company.
You can use present date for this purpose.
You have come to know that the employees of the company avail leaves without following the
company’s leave rules. You are now informing all Head of departments that they should inform
their employees to strictly follow the leave rules of the company. You are attaching a copy of
leave rules with your memo.