Business Communication PMS 2333 Assignment 1

GROUP MEMBERS NO 1 2 3 4 5 NAME NURUL SYAKILLA BT MOHD RODZI NORSUHANA BT SUSAH NUR NADHIRAH BT AHMAD NURUL HAFIDA BT MOHD YUSOFF NUR AMIRAH BT RUSLI MATRIC 4122008291 4122007051 4122008201 4122008451 4122009931 COURSE BHRM BHRM BHRM BHRM BHRM

LECTURES NAME: DR ELIZABETH JAYA JOSEPH

QUESTION (a) TYPE OF LETTERS

LETTERS TO INFORM Article 1
PETRONAS Twin Towers Requires Marketing Executive Requirements: Male/Female aged 25-50 Minimum Degree/Master holder in business field. Preferably with more than five years experience in a marketing field Able to speak English and other third language (French, Arab, Chinese, Japanese) fluently. Able to handle critical situations. Have a good personality and can be a good example to others.

Interested applicants are required to write in with a complete resume together with a recent passport sized photograph to HR Departments, Tower 1 PETRONAS Twin Towers Kuala Lumpur City Centre, 50088 Kuala Lumpur Malaysia.

Tower 1 PETRONAS Twin Towers Kuala Lumpur City Centre 50088 Kuala Lumpur Malaysia.

Zulaikha Binti Zahid No 12, Jalan Tasik Indi Lorong Permata Indah 30012 Ipoh Perak Darul Ridzuan . 21 October 2012

Dear Ms. Zulaikha,

Appointment For Job Interview.

We are national oil and Gas Company of Malaysia (PETRONAS). We would like to inform you that you have been selected for the interview for the post of Marketing Executive on 30 October 2012. The interview will commence from 8.00 am until 01.00 pm at Tower 1, PETRONAS Twin Towers Kuala Lumpur City Centre, 50088 Kuala Lumpur Malaysia.

You are requested to bring this letters and all relevant certificates. You need to come on time for this interview. If youre not come on time for this interview, our company will consider youre not interesting with this job. We will give this offered to others who are meets the requirement of Marketing executive.

Yours faithfully,

_______________ (Soon Ming Kong) Assistant HR Manager.

LETTERS OF COMPLAINT
FIVE HEARTS RESTAURANT P. O. BOX 002233 Lusaka, ZAMBIA August 13th, 2009 27 Tute Avenue Lusaka, ZAMBIA.

Dear Sir/Madam,

Confirmations For Your Complaint Letter Thank you for contacting us about the problems you experienced when you were visited at our five hearts restaurant on behalf of bad attitude our staff, slow service and the quality of food during 06 August 2009. We appreciate the opportunity to respond. We have investigated the situation regarding this problem. First and foremost on behalf of the company, I would like to personally apologize for your inconvenience. We accept the full responsibility for the mistake and I assure you were taking the necessary step to prevent it from happening in the future. Thank you for bringing this matter to our attention. The problem regarding the bad attitude of staff, for your information our restaurants are mostly new staff and have less knowledge in food handling. They are still in a trial period for employment, with respect to your complaint we have taken disciplinary action against the staff involve. Second, regarding about slow service waiter problem, we have change our new system with new procedure for improve our lacking with provide some training for achieve better standard for our restaurant. We use the latest technology to training more efficiently and effectively to customer order receipt directly to the kitchen with the details so that waiter can make customer order delivery accurately and timely.

Third, we apologize for the problem of the quality of food. It is not a usual characteristic of our organization. Hot food is something pride to our restaurant, unfortunately you received the food cold on that day, So that we have sent our chef for the renowned culinary courses equivalent hotel with a better quality of work to improve their skills and their knowledge of the culinary world of food handling and preparation. Now we have a more talented chef to give the best cuisine to our customers. As a sign of remorse, I personally would like to offer you a free meal for two at our restaurant on your next visit with a variety of new advances that are sure to impress you and make payment for bad diarrhea you are experiencing. We sincerely apologize for the error made by our restaurant. We look forward to welcoming you, and will do our utmost to make your stay with us an enjoyable our food and assure you that they will be filled correctly. We value our customers and ask you to please feel free to continue to provide feedback about our services. If you have any further questions or would like to discuss this matter further, please feel free to contact me at my personal number 0123012747 Ms. Wing Ming

Yours sincerely, _______________ (Ms. Wing Ming)

LETTERS OF APPLICATION Article 2

Tim and Sons Manufacturing Sdn. Bhd. Requires Accounts Assistant / Accounts Clerk Requirements: Female aged 24-30 LLCI Higher Preferably with more than two years experience in a manufacturing field Able to handle full sets of accounts.

Interested applicants are required to write in with a complete resume together with a recent passport sized photograph to The Manager, Tim and Sons Manufacturing Sdn Bhd., Lot 34, Interstate Industrial Area, 78000 Rawang, Selangor.

40, Jalan Templer Taman Templer Dalam 57000 Petaling Jaya Selangor.

The Manager Tan and Sons Manufacturing Sdn. Bhd Lot 34, Interstate Industrial Area 78000 Rawang Selangor Darul Ehsan. 20 AUGUST 2013 Dear Sir/ Madam,

Application for the Post of Accounts Assistant

I wish to apply for the post of Accounts Assistant as advertised in The Daily Herald dated 18th August 2013.I have the necessary qualifications as stated in my curriculum vitae (please refer to the copy attached).

I have experience working in both food manufacturing and auto manufacturing fields. I am currently working in Sedap Ice-Cream Sdn. Bhd. in the capacity of an Accounts Assistant and have been here since January 2009. Before this, I was working in TRW Auto Enterprise as an Accounts Clerk.

I would like to work in Selangor as I intend to further my studies and get a professional qualification. I have registered with a college in Petaling Jaya to do ACCA on a part-time basis. I can assure you that I am a capable person who can work independently. I am able to handle full sets of accounts, up to three sets at a time. I am interested in working with a company like yours as I feel that I can grow with the company. I am a team player, adapt easily to any working environments and can work with people from all walks of life.

I was active in extra-curricular activities and was considered as a responsible and dedicated worker. I led and organized many activities for the school clubs so I am confident that I can be an asset to your company in this capacity. I have a good command of English.

I am prepared to attend an interview at any time convenient to you.

Yours sincerely,

____________________________ (NOR JANNAH BINTI HARUN DIN)

Resume
CURRICULUM VITAE

Personal Data Name Address : Nor Jannah Binti Harun Din : 40, Jalan Templer Taman Templer Dalam 57000 Petaling Jaya Selangor.

Date of Birth Age Sex Nationality Marital status

: 18 May 1980 : 27 years old : Female : Malaysian : Single

Education and Academic Qualifications 1 Prime College 2 SMK Pantai Dalam 3 SMK Pantai Dalam 2000-2001 1998- 1999 1993-1997 LCCI Higher STPM full certificate SPM grades 1

Extra-curricular Activities 1 Member of Girl Guides 2 Basketball (school player) 3 Consumer Club (secretary) 1993-1997 1995-1997 1995-1997

Working Experience 1 Sedap Ice-Cream Sdn. Bhd. Kota Bharu since January 2004 present 2 TRW Auto Enterprise, Kota Bharu December 2001 December 2001 December 2002

Referee

Puan Fatimah binti Rozman Financial Assistant TRW Auto Enterprise Lot 47-49 Taman Pelangi 15650 Kota Bharu Kelantan.

LETTER OF APOLOGY

Lydia Binti Shariman No 32 Taman Sungai Permai 48000 Sungai Petani Kedah. 0125677996

28 February 2013

The Management Proton Malaysia Sdn. Bhd Jalan Tuan Haji Said 46500 Alor Setar Kedah.

Dear Madam,

An apology for missed scheduled appointment.

I am very sorry that I missed our scheduled appointment last Tuesday. I attempted to get a message to you that my car broke down in the middle of the town and I needed to immediately deal with towing and subsequent repairs. I hope you received my message and were not too inconvenienced by me missing our appointment.

Our meeting was very important to me. As we discussed previously, the work your organization is involved in interests me tremendously. I think I could be an asset to your organization.

I will call your office within the week to reschedule another appointment that is convenient for you. I look forward to meeting with you.

Thank you for your time and consideration.

Yours sincerely,

_________________ (Lydia Binti Shariman)

Zaki Bin Mohd Idris Proton Malaysia Sdn. Bhd Jalan Tuan Haji Said 46500 Alor Setar Kedah.

3 March 2013

Lydia Binti Shariman No 32 Taman Sungai Permai 48000 Sungai Petani Kedah.

Dear Madam,

Replying to an apology letter Im writing on behalf of Miss Elaine Ann Adams the Director of Proton Malaysia Sdn Bhd. Thank you for your note on February 28. I greatly appreciate the respect and caring that you have shown with your letter of apology. As you have mentioned before in your apology letter about your reason, we think its the nature that everyone make mistakes including me. I have made plenty myself and have already put the events of last week out of my mind. We have review your curricular vitae and based on our discussion we have made a decision that youll be given a second opportunity to represent yourself and fill the empty position if we think youre qualified.

In our company we have a policy that everyone should get the second chance and in order to get that you have to prove to us that giving you the opportunity is something that we will not regret as well as you give the best performance to achieve our vision and mission.

Our company wants the best employee to work with us and to make the company to be well known in the country. I hope that youll be able to put your fullest hard work so we can evaluate your skills and train you to be best employee.

I do not intend to let one incident tarnish a good business relationship and I hope that you feel the same way. I look forward to seeing you at the next meeting, which I believe will be the interview session.

If you have any inquiries you may contact us at 03-96785676 and also to clarify your decision if you have accepted our offer. Further information will be given later by our staff.

Thank you and we look forward to meet you on the interview session.

Yours sincerely,

___________________________ (Zaki Bin Mohd Idris) Human Resource executive

LETTERS OF GOODWILL

Retirement is the stage, which comes in every persons life who is working in some company. Someone who offers his sincere congratulation to you on your retirement has written the letter. As retirement allows you too many things that you always wanted to do, but work never allowed. In this letter, the person congratulate on retiring with grace. --------------------------------------------------------------------------------------------------------------------14th October 2009 Mr .Will Turner Technical Director Sun Technologies Ltd 903 Simpang Jaya 11920 Bayan Lepas Penang.

Dear Will, I would like to congratulate on your retirement of the post of Technical Director from Sun Technologies Ltd. on 15th September 2009. I hope you enjoyed your tenure in the company a lot. Undoubtedly, you are retiring with all grace and respect that you deserved. As you know, I will be also retiring in three months, I remember the day when both of us started our working life. We have seen every kind of situation together and I have learnt a lot from you. Now you are free to enjoy your life. You always wanted to spend more time with your family. I hope you will do it now. Do tell me about your plans.

I will miss you badly. Please be in touch on Facebook or you can call me 4364 757 4386. With warmest regards. Sincerely, ________________ (Adam Cooper)

QUESTION (b) SUMMARY CHAPTER

CHAPTER 1 UNDERSTANDING SUCCESS THROUGH EFFECTIVE BUSINESS COMMUNICATION

In

chapter

one

Understanding

success

through

effective

business

communication, we can summarize the chapter by understand why communication is important, describing the communication skills, exploring communication process, listing the general guidelines and to define ethics, explaining the difference between an ethical dilemma and an ethical lapse. First of all we will begin with the first subtopic which understands why communication is important in your career and the company. With good communication skill well be able to communicate and share information with the others member of your company and the market as well. Good communications skill will help your company in multiple ways such as tighten the relation with important communities in the marketplace, we can also influence the conversations, perceptions and trends; increased the productivity and faster solving problems, stronger decision making, and greater employee engagement with work. Second is describing the communication skills that one should have including organizing ideas and information logically, expressing yourself coherently and persuasively, active listening to others, using communication technologies efficiently, follow the standards of grammar, spelling, and style; and using time and resources widely. Communication using an audiencecentered approach involves understanding and respecting the members of your audience and making every effort to get the message meaningful to them. This approach is also known as adopting the you attitude where you is the recipient of the message. Next will be exploring the communication process which has eight steps start with the sender share the idea, the sender encodes the meaning of that idea as message, sender produces the message in a transmittable medium, sender transmit the message through a channel, audience receives the message, audience decodes the

message to extract the meaning, audience responds the message and provide feedback to sender. Fourth is regarding the general guideline using communication technology effectively. In order to make the communication technology effective we have to keep technology in perspective, make sure that it supports the communication effort rather than overwhelming or disrupting it, guard against information overload and information technology addiction, learn how to use technological tools productively, reconnect in person from time to time to ensure that communication is successful and that technology doesnt come between you and the people you need to reach. Lastly the definitions of ethics which bring the meaning of the accepted principles of conduct that govern behavior within a society. It is important to have ethics in communication because its the public face of a company. A question of clarity becomes the answer to differentiate between ethical dilemma and ethical lapse. An ethical dilemma occurs when the choice is unclear because two or more alternatives seem equally right or equally wrong. In contrast, an ethical lapse occurs when a person makes a conscious choice that is clearly unethical.

CHAPTER 2 MASTERING TEAM SKILLS IN INTERPERSONAL COMMUNICATION.

Teams can achieve a higher level of performance than individuals because of the combined intelligence and energy of the group. Motivation and creativity can flourish in team settings. Moreover, individuals tend to perform better because they achieve a sense of purpose by belonging to a group. Teams also bring more input and a

greater diversity of views, which tends to result in better decisions. Because team members participate in the decision process, they are more committed to seeing the team succeed. Teams are disadvantages would poorly managed teams can be a waste of everyones time. For example if members are pressured to conform, they may develop groupthink, which can lead to poor-quality decisions and ill-advised actions. Some members may let their private motives get in the way. Four important aspects of group dynamics are assuming team roles, allowing for team evolution, resolving conflict, and overcoming resistance. Planning is essential to ensure productive team meetings. The most important step in planning a meeting is to make sure that a meeting is necessary and is the best way to accomplish the given objective. If it is, proceed by identifying the purpose of the meeting, selecting the right mix of participants to accomplish the goal, choosing the venue and time carefully, and setting a clear agenda. Once the meeting is underway, work to keep the discussion on track, follow agreed upon rules, encourage participation, participate actively you, and close the meeting effectively to make sure all lesions and action items are clearly understood. Meeting enhancement and replacement technologies range from simple audio teleconferencing and IM chat sessions to videoconferences, telepresence system, web-based meetings and virtual worlds that range from realistic looking conference rooms to the otherworldly environment of second life.