Topic 1

Networking at the Workplace

1.1 Starting a conversation

a. Introduce yourself: You need to use the right words, smile
and eye contact
Good morning, may I introduce myself?
My name is ... and Im from the marketing department

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

of those you are introducing.
Hi everyone, meet ...
She is my personal assistant.

1.2 Making small talk:

chatting about things not related to anything in particular. Do not
talk about political, racial or personal issues. Talk about
holidays, weather etc. Start with exploratory questions or
statement to see whether person is eager to talk.
When you are at a loss for words, you can resort to ice
breakers such as the following:
_ How was your journey?
_ Is this your first visit to...?
_ Where are you staying?
_ How has your visit been so far?
_ Do you need any help or information?
_ Tell me more about your country.

1.3 Getting down to business

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

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

image of yourself and your organisation.
Below are examples of questions commonly asked and phrases
often used when people talk about their jobs or organisations:
(i) Which company are you with?
I am with XYZ.
(ii) What do you do at XYZ Company?
I am in charge of marketing.
I am responsible for sales.
I recruit and train employees.
b. You need to be familiar with the products or services that your

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

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

described in terms of the products or services it offers. For example:
_ We design software.
_ We build storage units.
_ Were in the insurance business.

c. The differences between sole proprietorship, partnership and

corporation.
A sole proprietorship - is an unincorporated business owned by one
person. It is the most simple and basic form of business
organisation. Without
the owner, the business would not exist. The sole business owner
assumes all responsibilities, liabilities and risks, and of course takes
all the profit.
A partnership - is established by two or more people. All the
partners
contribute something to the business _ money, labour, skills or
property _
and share the profits.
Corporations are businesses where the shareholders transfer money
and/or
property for the companys capital stock. Profits are distributed
according
to investment in the capital stock. A corporation can take some of
the same
deductions as a sole proprietorship, while enjoying special tax
deductions.
Logo
Most companies have their own logos to give them a sense of
identity
Logos are also a form of branding to build the companys image.
Some logos are recognised all over the world, for example,
McDonalds, Nikes and Shell

Topic 2

Basic telephone skills

2.1 Getting ready:

a. Before calling:
i. Think about a suitable time to call
ii. What is your objective/s of calling?
iii. Anticipate question from the other person

iv. Have pen and papers ready

v. Update yourself of the most recent conversation
vi. Desk calendar ready at hand
vii. Fax ahead if it is your first call

2.2 receiving calls

train staff to be:
(a) BRIEF - Do not beat about the bush and waste the call recipients time;
(b) CLEAR - Explain the background and purpose of your call; and
(c) POLITE - Recognise and accept the other persons point of view.

2.2.1telephone etiquette
a. answer phone promptly
b. identify yourself right away
c. use callers name
d. resolve callers problem, if not pass on to another and give reason
why
e. sound positive
f.reduce jargon
g. speak at appropriate pace
h. practise active listening
i. end the call with politely, Thank you
Do not:
(i) Eat and drink while talking on the phone.
(ii) Be too familiar with the person on the other end of the phone.
(iii) Talk to someone else in your office while you are still on the phone.
(iv) Allow too much background noise.
(v) Speak too quietly or loudly.
(vi) Use rude language
2.2.2 Im calling because

Business calls: you need to save time by quickly asking probing questions
to get more information about the telephone call. You need to: example
complain about the product
i. Identify the problem
ii. Verify the product

iii. Determine if warranty applies

iv. Ascertain how the product has been used
v. Find out what steps have been taken to rectify the problem

2.2.3 Common telephone words

Learn and use standard phrases used in phone calls (p27)
(a) Introducing yourself:
_ Hello, Chan and Lee Clinic.
_ Good morning, this is Mariam.
_ Kenny speaking.
_ Good evening, Harris, Open University Malaysia.
_ Hi, my names .................. and Im calling from ..........................
(b) Finding out who is on the telephone:
_ Excuse me, who is this please?
_ May I ask who is calling, please?
_ Whos speaking?
(c) Asking for someone:
_ Is Bob in, please?
_ Can I have extension 3421, please? (extensions are internal
numbers at a company)
_ Id like to speak to Max Thambirajah.
_ Can you put me through to Steven, please?
_
(d) Connecting someone:
_ Certainly, hold on a minute, I'll put you through ...
_ Can you hold the line?
_ Can you hang on a moment, please?
(e) Saying that someone is not available:
_ I'm afraid he's out at the moment.
_ Im sorry but the line is engaged... (when the extension
requested is being used).
_ Im sorry but Jack is not in at the moment.
_ Paul is on leave today.
_ Jim is in a meeting.
_ .................................................................................................................
(f) Asking the other person to repeat what was said:
_ Im sorry, but can you say that again?
_ Pardon?
_ Can you spell that please?
_ .................................................................................................................
(g) Ending a call:

_
_
_
_
_
_

Thank you for calling.

Thank you very much for your help.
Okay, Ill check the details and get back to you later.
I think that covers everything.
Ill come by your office on Monday at 10am.
.............................................................................................................

Operator : Hello, Aidah, Open University Malaysia. How can I help

you?
Peter : This is Peter Ng. Can I have extension 3421, please?
Operator : Certainly, hold on a minute, I'll put you through ...
Dr Li : OUM, Arts Faculty, Dr Li speaking.
Peter : This is Peter Ng calling. Is Professor Mahmud in?
Dr Li : I'm afraid he's out at the moment. Can I take a message?
Peter : Yes, Could you ask him to call me at ...? I need to talk to
him about a collaborative project with Dinkins
University. It's urgent.
Dr Li : Could you repeat the number please?
Peter : Yes, that's ..., and this is Peter Ng.
Dr Li : Thank you, Peter. I'll pass the message to Professor
Mahmud when he comes in.
Peter : Thank you so much. Goodbye.
Dr Li : Bye
2.3 Taking and leaving messages
(a) Mention your name: Hello, this is Ahmad Fauzi.
(b) State time and reason for call: It's 10am. I'm calling to let you
know that ...
(c) Make a request: Could you call me back?
(d) Leave your number: My number is ....
(e) End the call: Thanks, I'll talk to you later. Bye.
2.3.1 Language Checklist
Below are words/phrases commonly used when you take or leave
telephone
messages. Can you think of other words? Fill in the blanks with some of
these
words/phrases.
(a) Offering to take a message:
_ Would you like to leave a message?
_ Could I take a message, please?
_ Could I have your name and contact number, please?
_ ________________________.
(b) Leaving a message:
_ Could you ask X to call me back please?
_ Can I leave a message for X?
_ _________________________
(c) Promising action:

_ I'll give X your message as soon as he comes in.

_ I will pass your message on.
_ ________________________.
2.3.2 Tips for effective message taking
In order to help you take down messages accurately, you should:
i. Use a pad/notebook to write down the details.
ii. Record the date and time of message.
iii.
Spell names accurately _ do not be afraid to ask the caller if you
are unsure
how his/her name is spelled.
iv.
Quickly ascertain what the caller wants _ a return call, action to be
taken, etc.
v.
Offer assistance.
vi.
Follow up with appropriate action.
SUMMARY TOPIC 2
_ You need to have good, basic telephone skills if you wish to be effective
at the
workplace.
_ When making business calls, remember to be brief, clear and polite.
_ Business calls usually have a purpose and you need to identify the
objective
of the call as quickly as possible.
_ Answer all calls promptly, within three rings.
Offer a three part greeting _ hello, the name of the organisation, and the
name
of person answering the call.
_ Business calls often use standard phrases which are informal in tone.
_ Observe telephone etiquette when answering phone calls _ sound
positive
and helpful, avoid technical jargon, do not eat or drink while on the phone,
speak at a steady pace, etc.
_ Phone messages should contain five elements _ the name of caller, the
time
and reason for the call, the request, a contact number, and a thank you.
_ One needs to be firm, persistent and well-prepared, when dealing with
difficult calls.
Topic 3Discussions and meetings
3.1 Meetings
-

Meetings are for exchanging information, discussion and make decisions.

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

expressions and functions.

Here are some examples of language forms and phrases that are
commonly used at
different stages of a meeting or discussion.
(a) Starting a meeting
Well, ladies and gentlemen, I think we should begin ...
If everyone is here, we can start.

Shall we start?
(b) Introducing the agenda
Today we need to talk about ...
Let us look at the first item on the agenda _
(c) Stating objectives
The purpose of this meeting is, firstly, to ... and secondly, to ....
The main objective of our meeting is ...
(d) Keeping the meeting moving
Can you tell us more about ...?
Shall we continue?
(e) Closing the meeting
Does anyone have anything else to add?
If that is all, we can stop here.

Language in

Starting a meeting

meetings

Introducing the agenda

Stating objectives
Keeping the meeting moving
Closing the meeting
Why do you need to know all these?

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

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

3.2 Expressing Opinion

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

Would you mind telling me what you think of _?

What do you think about _?
What is your opinion of _?
How do you feel about _?
What are your views on _ ?
Any comments ...?

Giving an opinion

I think that _
I feel/believe that _
In my opinion/view, _
My opinion is that _
My point of view is _
3.3 Expressing agreement/ Disagreement

When you agree with someone, the expressions you use to voice your
agreement
will tell the listener the strength, or degree, to which you agree.
.
Ways of Expressing Agreement and Disagreement
Strong
I absolutely agree.
Yes, definitely.
I am in complete agreement.
Exactly.
Precisely.
Strong
I disagree completely.
That is out of the question.
On the contrary.
Of course not!
That is ridiculous.

AGREEMENT
Neutral
I agree.
You are right there.
I think you are right.
That is true.
That is right.
Disagreement
Neutral
I do not agree.
That is not how I see it.
I would not say that.
I think you are wrong.
I disagree.

Expressing

Forceful

opinions

Neutral
Tentative
This occur both when asking and giving opinions.
Why are there differences in giving opinions? Think

Expressing
agreement and
disagreement

about purpose/intention.
Strong
Neutral
Discussion will gain momentum as each responds
positively or negatively.

Making and requesting for suggestions during meetings are common.

Suggestions can be made strongly, neutrally or tentatively.

Table 3.3: Making and Asking for Suggestions

Making Suggestions

Asking for Suggestions

Strong
We must ...

I would like to hear your suggestions.

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

Neutral
I think we should
Tentative

It might be good to ....

I recommend that we _
I think we should _
I suggest that we _
My recommendation is that we ...
...

Table 3.4: Other Useful Expressions

Presenting alternatives

One possibility is to ...

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

Accepting proposals

I am completely in favour of that.

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

Rejecting ideas

_ I am sorry but I really do not think

that_ is a
good idea.
_ I am afraid I cannot accept that.
_ That is very interesting but ...
_ I am sorry, but that is not really
practical.
_ I appreciate your point of view but_.
_ I can see why you want to do this
but_
Building up arguments

_ I am afraid that is not possible.

Firstly ...
Secondly ...
_ If we put off this decision any longer
it will
mean further delays. As a result ...
Balancing points of view

_ I accept what you say but ...

_ The project may be profitable but on

the other
hand it may be.... If we ... it may
cause ...
Summarising and
concluding the meeting

_ If everyone is in favour of what I

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

Topic 4

Making Presentations

4.2 Making a presentation Ask our self the following question :1. Why am I giving this presentations?
2. What do I hope to achieve?
3. What do the audience know about the
subject?
4. What visual aids can I use?
5. What do the audience need/expect?
6. What can I do to make my talk interesting?
- Structure of subject matter or the facts and

4.3 Planning

ideas. Arrangement of ideas to be presented.

Consider mind mapping, outlining and
organizational patterns.
- Structure of presentation, how to present it?
Consider audience awareness, opening lines,
visual aids and gestures.
4.2.1 Structuring subject matter
-

Gathering, collecting ideas and materials, brainstorming and

sorting it into logical sequences.

Brainstorming where theme is central and develops into many

branches.

a. Mind mapping
b. Outlining ideas arranged in linear fashion.
c. Organisational patterns:
- chronological
- spatial
- topical
- comparison-contrast
- cause-effect
- problem solution

(i) Chronological order

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

processes or series of events.
(ii) Spatial order
This may be used for describing buildings, places or locations.
(iii) Topical order
This is useful when you have a number of specific topics or subtopic for
your talk; you may begin with the most important topic and end with the
least important.
(iv) Comparison-contrast order
For this, you organise the information according to the similarities and/or
differences between the various subjects you wish to talk about, as well as
the positive and negative aspects of a subject or topic.
(v) Cause-effect order
This pattern organises information according to the causes and effects of
an action or initiative.
(vi) Problem-solution order
For this structure, your talk will focus on a sequence of problems and their
respective solutions.

Presentation Format
Step 1
Step 2

Introduce yourself.
Give the topic and the estimated amount of time for the

Step 3

presentation.
Give an outline of the talk, that is, explain how the presentation is
organised:
(i) Topic A.
(ii) Topic B.
(iii) Topic C, etc.
Tell the audience when they can ask questions _ whether they
can
interrupt during the presentation or can only ask questions at the

Step 4

end of the presentation.

Give your talk, referring to visuals wherever necessary
(i) Talk about topic A
(ii) Summarise topic A

Step 5
Step 6

(iii) Repeat for all the topics

Summarise the main points of the whole presentation.
Conclude with a powerful statement and allow questio ns.

4.2.2 Structuring the Presentation

a. Audience awareness focus on the needs and temperament of

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

the talk.
b. Effective opening lines to create impression and capture attention.
Some examples of strong opening lines are:
i. Let me begin by telling you a story on computer
communication networks.
ii. Today, I am going to talk about an innovation that has
saved us much time and money.
c. Appropriate visual aids help audience follow ideas closely, or to drive

home specific points. Some common visuals include graph chart,

drawing, maps, list, diagram., pictograph.
d. Non-verbal communication posture, gestures, will create indirect

messages to the audience.

(i) Friendliness _ the audience may think you do not mind being
questioned; or
(ii) Ridicule _ they may think you are making fun of them or
assuming that they are poorly informed.
It is thus important to be aware of the impact of your facial expressions, posture and
movements during the presentation. You may wish to heed these simple rules:
a.

Maintain frequent eye contact with everyone in the room;

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

Maintain voice control so that you are neither shouting nor speaking too
softly; and

d.

Maintain a reasonable distance from individual members of the audience,

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

4.3 The Presentation proper

a. Be clear about the objective of presentation
b. Structure the content in simple, and logical manner
c. Have a strong opening
d. Use relevant examples
e. visual aids to support the presentation
f. show enthusiasm

g. be sensitive to audience
h. listen carefully to questions
i. be polite
Topic 5

Business writing 1

5.1 The language of business writing

Communicating message without misinterpretation

Direct writing style / reader-friendly
Remember tone and clarity
sentence length and paragraphing

5.1.1 Choice of Words

i.
Choose familiar words, be concise and precise.
ii.
Avoid clichs and jargon unless familiar to reader.
iii.
Be aware of gender bias
5.1.2 Sentence Structure
Readability (sentence length) and punctuation (adds clarity to
message). Vary length of sentence. Sentence usually between
15 to 20 words.
5.1.3 Paragraph Structure
i.
coherence and cohesion. Structure paragraph properly.
ii.
organise ideas to suit the purpose:
a. to inform
b. to instruct
c. to persuade
5.1.4Tone
i.
Word choice and order of information set the tone.
ii.
Be courteous. Avoid imperatives.
iii.
Use logical connectors to help reader focus on intention and
purpose
5.1.5 Grammar: word order in sentences
Sentences should be complete
- The subject is the person or thing that the sentence is about.
- The object is the person or thing affected by the action or situation.
- The complement tells you more about the subject.

5.2
1
2

The format of business letters

Formal communication to elicit specific response

Essential parts are details of the communication
Parts of a letter
Letterhead
Info on the writer, the organization and its address.
- Our Ref. Or Your ref
Date
Between the letterhead and the inside address.
Inside address
After the date and before salutation. Contains name and address of
recipients.
Attention line
Below the last line of the inside address where a specific persons
name is mentioned.
Greeting
First name would be personal, inclusion of title before name would be
more formal. Dear Sir, Dear Madam
Subject line
Identifies writers purpose

Body
Three parts including the opening and closing.
Complimentary close
Match the form at salutation.
Dear Sir/Madam..Yours faithfully
Dear..(name).Yours sincerely
Signature block
The signature, name and post.

5.3 Grammar: Singular and plural forms

Countable nouns
Uncountable nouns
Plural nouns

5.3.1 Countable nouns:

- Are individual things, people and places: a diary, a memo, a letter, a
photograph, a receptionist, a factory;
- Are units of measurement such as a metre, a mile, a kilo, a pound, a
litre, a gallon;
- Are used with a/ an;
- Can be used in the plural (diaries, memos); and
- Follow words such as many, these, several, few, a number of ...

5.3.3 Plural Nouns

Here are some rules on how to change a noun to the plural form.
a. We add _s to form the plural of most nouns.
Example: letters, minutes.
If the noun ends in _s, _x, or _ch or _sh, we add _es.
Examples: classes, boxes, bunches, crashes.
b. If the final consonant of a noun is followed by _y, the y is replaced with

-ies.
Examples: industries, deliveries
c. There are nouns which only occur in the plural. For example:
Earnings per share have increased.
Their headquarters are in Johor.
The goods will be sent by special delivery.
We have opened new premises in Senawang.
d. Singular nouns ending in _s
Some nouns end in _s but are not plural:
The news was good.
Politics has never been one of my favourite subjects.

Economics is not an exact science.

e. Groups and organisations
Singular nouns such as bank or committee can be seen either as a number
of people (plural) or as a collective unit (singular). As a result, the verb or
pronoun that follows such nouns may be either singular or plural.
f. Irregular plurals
Some words do not take an _s but have other forms, other endings or stay
the same.

Table 5.1: Irregular Plurals

Singular
aircraft
criterion
foot
formula
matrix
person
phenomenon

Plural
aircraft
criteria
feet
formulae/formulas
matrices
people
phenomena

BUSSINESS LETTER

5.4 Layout
Full block layout all parts are aligned to the left.
Modified block layout (p93)
Senders address is at centre or aligned with the right hand margin. The
complimentary close and signature block will follow the senders address
position.
Modified block layout with indented paragraphs (p95)
Same as modified block except that each paragraph is indented from the
left hand margin.
5.5 Punctuation styles
Open style punctuation used in the body of letter.
Mixed style comma is placed after the greeting and after the
complimentary close.
5.4.1 Full block layout example
Ms Jennifer Mead/Secretary/Fairview Residents Association/76
Fairview Park/43100 Petaling Jaya/Selangor
We would be very happy to approve your request for Meena Trimble to
speak at our next association meeting for approximately 20 minutes. The
business community in Sri Layang welcomes growth but at the same time

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

appreciate the concern and dedication
you and your group have in preserving our landmarks. Mr Wilkes will be
contacting you by phone about the time slot we have for your remarks.
Thank you for the concern you demonstrate for our community.
Yours sincerely / Jose E Morales / Director

5.4.2 Modified block layout

5.4.3 Modified block layout with indented paragraphs

Topic 6

Business writing 2

6.1

Good business letter

Well planned
Impress recipient of senders professional image and the importance of
such communication.
The seven checklists
1.
2.
3.
4.
5.
6.
7.

6.2

purpose of letter
what to say
jot down all ideas roughly
order all points
first draft
read the letter, think about purpose
rewrite

Types of letters

Good news letters

Neutral letters
The first two are for asking or giving information.
Bad news letters
As the label suggests!

Commonly, good news and neutral letters are written with the aim of
giving or asking for information. These letters usually try to achieve one or
more
of the following purposes or objectives:
_ Make an inquiry;
_ Forward a request;
_ Reply to an inquiry/request;
_ Acknowledge receipt of letter;
_ Introduce self and organisation;
_ Inform about organisations services and activities;
_ Grant a loan or extend credit;
_ Confirm success at an interview; and
_ Make a special offer for valued customers.

6.2.1 Order of information

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

(a)

Purpose identified in the opening paragraph

Place good news in the opening
State details of good news in middle paragraph
Close with statement of goodwill
Letter of enquiry
To ask for more info of product or service.
Neutral letter using good news letter format. p103

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

(b)

Letter for placing orders

After you are certain about the service or product that you want.

Sample Letter _ Placing an Order

(Letterhead)
23 September 2009
Mr Jack Chia,
Director
Bookmark Online
New Jersey, WA 98795
Dear Mr Chia,
Would you please send me the following books via COD? According to your
website, orders are to include the title, author and publisher. I have provided
these below.
Title
Driving Home

Publisher
Peter Lawford

Author
Jaber and Co

Please contact me if you have any questions. I look forward to doing business
with you.
Yours sincerely
Fred Lingam
Fred Lingam
Head, English Department

FL/es

(c)Letter of Reply to an inquiry

Choice of using openings closing lines depend on purpose of
letter and relations between the sender and receiver. P104

A Letter Replying to an Enquiry

Thank you for taking an interest in our bank. As one of the leaders in this
industry, we assure you that our products and services will not disappoint you.
I would like to take this opportunity to briefly set forth our terms and
conditions for maintaining an open account with our firm. Invoices are
payable within 30 days of receipt, with a 2% discount available if your
payment is remitted within ten (10) days of receipt. We consider this
incentive an excellent opportunity for our customers to increase their profit
margin and therefore encourage the use of this discount privilege whenever
possible. We do, however, require that our invoices be paid within the
specified time for our customers to take advantage of this 2% discount.
At various times throughout the year, we may offer our customers additional
discounts on our products. In determining your cost in this case, you must
apply your special discount first and then calculate your 2% discount for
early payment.
As the credit manager, I will be happy to answer any questions you may
have regarding your new account. I can be reached at the number given in
the letterhead. Welcome to our family of customers.

d.

Letter of application for a job

Claire Lopes
38 Jalan Hang Lekiu
75200 Malacca, Malaysia.
11 November 2009
Stanley Tong
Product Manager
KLTEX
Lot 5, Industrial Estate
40200 Shah Alam
Selangor.
Application for the Post of Customer Service Representative
Dear Mr Tong,
A motivated worker with a strong foundation in business administration and
customer service is the background that I would bring to your organisation. I
am
goal-oriented, able to focus on the task at hand and have proven to be
reliable in
getting the job done.
I believe that I meet all your requirements as listed in the advertisement. In
my
present firm, I have had exposure to a wide variety of duties as a customer
service representative. Over the years, I have developed excellent
interpersonal
skills and gained extensive experience in mediating problems to find
acceptable
solutions. In addition, I excel in writing clear reports and letters which are
easy to
understand. I am also proficient in using most major office software and have
experience in setting up an online customer service webpage.
My present post is satisfying and the environment is pleasant but I feel that
my
career would benefit from a change.
I would like to meet with you to discuss the valuable contributions I could
make
to your company. I can be reached at 06-7053266.
Your consideration and time are most appreciated.
Sincerely,

Claire Lopes

6.2.2 Bad news letter

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

Telling unwelcome news

Must convey message and maintain recipients goodwill

Indirect order of information

Courteous opening
Explanation is provided first
Give the bad news
Close with positive paragraph
(a) Letter of complaint

The Bicycle
Shoppe, Bayan
Lepas
Commercial
Centre,
P.O. Box 2,
10810 Penang,
Malaysia
Tel: 04
-2053060
Fax: 046622123

Ms E. Dan
Sales Manager
Classy Bikes Ltd.
22-33 Uni Avenue
ED/RS
Singapore 1145
NK/ 22

Your ref:
Our ref:
14

November 2009
Dear Ms Dan,
Our order No 45256
I am writing with reference to the above order for
mountain bicycles, which we received today.
We regret to inform you that upon examining the
goods we found that forty of the bicycles delivered
were racing bicycles instead of mountain bicycles.
I must ask you to arrange for the immediate despatch
of replacements as we have firm orders from our
own customers for the entire consignment.
I would appreciate it if you could advise us on what
we should do with the forty bicycles wrongly
supplied.
Yours sincerely,

Nelson Kang
Nelson Kang
Chief Buyer

(b) Reply to a letter of complaint

CLASSY BIKES LTD
22 - 33 Uni Avenue, Singapore, 1145
Tel: 02 _ 22882882 Fax: 02 _ 22883883
Your ref: NK/ 22

Our ref: ED/ RG

18 November 2009
Mr Nelson Kang
Chief Buyer
The Bicycle Shoppe
Bayan Lepas Industrial Zone
P.O. Box 2
10810 Penang
Malaysia
Dear Mr Kang,
Your order No 45256
We thank you for your letter of 14 November in which you informed us that
we
had made an error when supplying the above order.
We are very sorry we sent you forty racing bicycles instead of mountain
bicycles. This time of the year is a particularly busy one for us and there are
several orders coming in. There must have been a mix-up in the packing
department.
We have already despatched replacements for the forty racing bicycles and
instructed our representative in Penang to collect the wrongly delivered
goods
as soon as possible.
Finally, we would like to apologise for the inconvenience caused and to thank
you for your patience in this matter.
We look forward to hearing of the safe arrival of the replacements and to
doing
further business with you.
Yours sincerely,

Elain Dan
Elaine Dan (Ms)
Sales Manager

6.3

Resumes
DAVID KHOO
38 PERSIARAN RIMBA HUTAN _ 31400 IPOH, PERAK
PHONE: 05 _ 5492 8280 _ MOBILE: 014 _ 2134 207

Post applied for: Senior Systems Programmer

Education
1982 _ 1995

St Michaels School, Ipoh

Malaysian Higher School Certificate (STPM)

Mathematics

Physics

Chemistry

General Paper

1996 _1998 National University of Malaysia

Bachelor of Computing Science (1st Class Honours)

Work Experience
2001 - present
programming of financial

Company:
Post
:
Responsibilities:

systems using C/UNIX

incorporating

LAN/WAN technology and

relational
1999 - 2000

GCG Merchant Bank

Systems Programmer
Development and

Company:
Post:
Responsibilities:

of a new
a financial

databases
Data International
Trainee Systems Programmer
Assisting in the development
online information system for
services company

Referees
Mr Joseph Tinggom
Systems Manager
Manager
GCG Merchant Bank
Jalan Harimau
31300 Ipoh 59200 Kuala Lumpur

Mr Johan Bakar
Data Processing
Data International
Jalan Lok Nawi

Current Salary: RM38,000.00 p.a.

Statement of all qualifications, experience, achievements, and anything

that would of relevance to the reader written positively.

Basic resume simple and short, for school-leavers.

Functional resume highlight skills and work experience. Job functions of

previous job will be highlighted.

Specific resume for specific post where it will follow the criteria set as
advertised.

Chapter 7 Tables, Chart and Graph

TYPES OF GRAPHIC AIDS

7.1.1 Tables

- for presenting numerical data. They are convenient

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

7.1.2 Bar Graphs

A bar graph uses bars of equal width in varying lengths to represent:

_ A comparison of items at one particular point in time;
_ A comparison of items over time;
_ Changes in one item over time; and
_ A comparison of portions of a single item.
The horizontal and vertical axes represent the two elements being
illustrated,
such as time and quantity. Bars can extend in either a vertical or
horizontal
direction. Bars can also appear on both sides of the axis to indicate
positive and
negative quantities.
Bar graphs cannot represent exact quantities or provide comparisons of
quantities as precisely as tables can, but are useful for readers who want
to
understand overall trends and comparisons.

7.1.3 Pictographs

A pictograph is a variation of a bar graph that uses symbols instead of

bars to
illustrate specific quantities of items. Normally, a pictograph shows the
changes
in particular items over a period of time.
The symbols should realistically correspond to the items, for instance,
using the
symbol of a cow to represent milk production.
Pictographs provide novelty and eye-catching appeal, particularly in
documents
intended for consumers. The use of pictographs is however, limited by the
fact
that symbols cannot adequately represent exact figures or fractions.

7.1.4 Line Graphs

A line graph uses a line between the horizontal and vertical axes to show
changes
in the relationship between the elements represented by the two axes.
Line
graphs usually plot changes in quantity, or in position, and are particularly
useful for illustrating trends.
However, line graphs suffer from the same weakness as pictographs.
Three or
four lines representing different items can appear on the same graph for
comparison. These lines must be differentiated by colour or design and a
key
must identify them.

7.1.5 Pie Charts

A pie chart or pie graph is a circle representing a whole unit, with

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

7.2.2 Describing Changes in Data

Read the sentences below. Some of them do not make sense. Explain why
and
make the necessary changes.
(i) Sales of PCs fell steadily throughout last year.
(ii) Car sales plummeted marginally at the end of June.
(iii) The price of oil rocketed gradually in 1973.
(iv) The retail price index edged up sharply at the beginning of the year.
(v) Share prices dipped slightly towards the close of trading.
(vi) The government expects unemployment to continue to fall steadily.

2. Indicate which of the given words below mean to increase

(_), to decrease(_) and to stay the same, that is, to remain
constant(_).
(a) To drop (e) To touch bottom
(b) To soar
(f) To remain at
(c) To rise
(g) To edge down
(d) To fall
3. Three of the verbs above have an equivalent noun form. For
example, the noun form of to increase is an increase. Identify these
three verbs. Think of other verbs that could be included in this list.
Do they have equivalent noun forms? If so, what are they?

LINE GRAPHS
Line graphs usually plot changes in quantity or in position and are useful
for
highlighting movement or trends. You need to be able to read and
interpret data
from graphs as well as to use data to plot graphs.

7.3.1 Interpreting Line Graphs

The line graph shows the movement in the price of gold in the year
2001. Study it carefully and fill in the blanks in the the text below,

using the words provided in the box.

Marginally

slightly

steadily

sharply

gradually

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

GETTING TO KNOW GANTT CHARTS

A Gantt chart is used for scheduling and tracking key events that are
necessary to
complete a project. A Gantt chart shows the steps involved in a project
and their
relationships over time.
The Gantt chart in Figure 7.4 was created by Armin Ahzab, a development
team
leader at an advertising firm, Dlight Advertising. Armins Gantt chart
shows the
key stages involved in developing an advertising clip for Brio
Confectionerys
latest product _ Snap It!

A Gantt chart is constructed with a horizontal axis representing the total

time span
of the project, broken down into increments (days, weeks or months). In
the chart
above, the project is scheduled to be completed between November 1 and
18.
The vertical axis of the Gantt chart consists of a listing of the key tasks
that make
up the project. In the example given, the key tasks begin with Brainstorm
and
end with Final Presentation.
The graph area of the Gantt chart contains horizontal bars. For each task,
the
length of the horizontal bar indicates the duration of that task or step.
Work to
prepare Video Presentation, for example, will commence on Nov 8.
The Gantt chart can also contain features such as milestones. A milestone
is an
important checkpoint or interim goal for a project. In the Gantt chart
above, the
Final Presentation is considered a milestone.
Dependencies are another variant. Dependencies refer to the idea that
some
activities are dependent on other activities being completed first. In this
chart,
Copywriting is dependent upon the Brainstorming that precedes it.
It sometimes helps to have an additional column containing numbers or
initials
which identify who on the team is responsible for which task.
A Gantt chart can also help a team to document progress on a project. As
the

project progresses along, the chart is updated by filling in the task bar to a
length
proportional to the amount of work that has been finished.

Chapter 8 Memos, e-mail and faxes

8.1.1

Memorandum
Advantages of memo
-

Many people will get the same message.

Takes little time to write but will have reference number.

Detailed information can be presented logically and accurately.

Internal, written business communication.

Less formal but a serious document.

Can be used for any number of reasons.

Format, style, and organization vary greatly.

8.1.2 Parts of a Memo

A memo comprises the following parts:

_ Heading (To, From, Date, Subject);
_ Body (written in short paragraphs, blocked to the left margin);
_ Reference initials (optional); and
_ Attachment notation.

8.1.3 Distribution List

This is a list comprising the names of people to whom the memo will be
sent. It is
used when a memo is sent to a group rather than an individual. The
names are
listed at the bottom of the memo in alphabetical or rank order and
indented to
the first tab.

Look at the overview of a memo P.149.

8.2 There are five types of memo:

-

instruction

Request

Announcement

Transmittal

Authorization

8.2.1 Directive Memo

A directive memo states a policy or procedure that you want your coworkers to
follow. The body of the memo starts with a clear, concise sentence that
states the
purpose of the memo, for example: The purpose of this memo is to let all
members of the ABC department know that doughnuts will be provided
every
Friday morning at 8am.
You then explain the rationale for such a decision or procedure

8.2.2 Response Memo

The response memo responds to a request for information. It comprises

four
parts _ the purpose statement, summary, discussion and action. It always
starts
with a short paragraph stating the purpose, followed by a summary of the
information requested, a discussion of the important points, and the
action you
are going to take or feel should be taken.

8.2.3 Trip Report Memo

This is usually sent to a supervisor after an employee returns from a

business
trip. It follows the same format as the response memo. In the action
section,
include relevant information that you may have come across after
returning from
the trip or recommendations that you might want to make.

8.2.4 Field Report Memo

A field report memo highlights a problem and reports on the procedures

taken to
resolve the problem. It has the following sub-sections _ purpose,
summary,
problem leading to the decision to perform the procedure, methods,
results,
conclusions and recommendations.

8.2.5 Transmittal Memo

This is the first document in a report package. The functions of the

transmittal
memo include announcing the release of a report (giving the date, by
whom the
report was authorised and the general purpose of the report). It also
summarises
conclusions and recommendations, credits the project team for their
work, and
notes special points of interest.

8.2.6 Announcement Memo

This type of memo issues an announcement to all staff members at the

same time.

8.2.7 Instruction Memo

This type of memo gives instructions that need to be complied with by

8.2.8 Authorisation Memo

This type gives the green light for an action to be taken.

SUBJECT-VERB AGREEMENT
There are many rules on subject-verb agreement. Study the following
rules and
examples carefully:
1. When two or more subjects are connected by or or nor, the verb must
agree with the subject closest to it.
S
S
Example: (a) Either the head of department or the section leader
V
has to attend the meeting.
S
S
V
(b) Neither the representatives nor the members are
absent today.
S
S
(c) Either the union representatives or the section head
V
has to leave the meeting.
S
S
V
(d) Neither the manager nor the employees are to be
blamed.
2. Each of the words in the following list goes with a singular verb.
every
each
one
everyone
anyone
someone
anybody
somebody
nobody

8.4

e-mail

singular verb e.g. is, was, has, does, takes, walks

Electronic communication via internet

What is netiquette? Refers to etiquette on the net
Why would you need a layout to your e-mail if it is a formal communication?
Netiquette Dos
- Be polite and civil
-Keep e-mail short and brief
-Respect privacy
-Stay on topic
Reply promptly

Netiquette Donts
- Use capital letters (shouting)
- Post flame bait
- Use emotional language
- Send out unsolicited mass e-mails
- Claim e-mail as urgent when they are not

8.4.2 Net Addresses

Com Commercial business
Org Non-profit organisations
Edu Educational institutions
Gov Government organisations
Net Companies or organisations that run large networks

8.4.4 Layout
-

receivers name

senders name

subject

date

body

e-mail address

8.4.5 E-mail Abbreviations

Abbreviations are sometimes used in e-mails. The following are some

examples:
btw (by the way), fyi (for your information), imho (in my humble opinion),
fwiw
(for what its worth), hth (hope this helps) and afaik (as far as I know).

3.

Faxes
Faxes are widely used today and more convenient because you only need
telephone lines.
8.5.2 The layout should contain:
-

cover sheet

confidential information

intended recipient

advise to sender

You need to attach a cover letter explaining about yourself and the materials
you are sending. Why?
FAX COVER SHEET1
Date: 19 November 2010
To: Adeline Chan
Number of pages including this cover sheet: 17

To fax number: +02 3976 3421

From: Tan Sim Hock

Dear Adeline,
It was good to hear from you again. The following pages give details of the latest
additions to our range. If you require any further information, please do not
hesitate to contact me.
Best regards,
Tan Sim Hock
This fax may contain confidential information2. If you are not the intended
recipient3, advise the sender4 and destroy this document. If you do not receive all
pages, or if any pages are illegible, please phone (6) 03-2284 6545 immediately.

Chapter 9:
9.1

Cover Letters and resumes

Cover Letter
o

Normally used when writing letter of application where the cover letter is the
application letter, itself accompanied by resumes.

4 reasons why it is written

a. Draw attention to relevant qualifications and work experiences
listed in the
resume;.
b. Make a match between what you have to offer and the potential
employers needs;
c. Persuade your potential employer to consider your application
carefully; and
d. Support your request for an interview.

9.1.1

Guidelines for writing a cover letter

Opening - To draw readers attention of the job you are applying for.

Middle - Persuasive to get the reader interested in you.

Closing - Request for interview and leave contact number/correspondence

address.

9.1.2 Useful Key Phrases

Below are some useful key phrases you can use in your cover letter
to apply for a position that has been advertised:
a. I am writing to you in response to your advertisement for ...
b. I wish to apply for the position of _
c. As you can see from my enclosed resume, my work experience and
qualifications match the requirements for this position .
d. I look forward to an opportunity to speak with you in person.
e. I can be contacted at 03- xxxx xxxx or at the address above.
f. Please accept this letter as an expression of interest in the position
of ...
g. I am enquiring about the prospects of employment in the Credit
Division of
your bank. An article in the xxxx stated that the bank is rapidly
expanding
and_
h. I have enclosed a copy of my resume for your review.
i. I believe I possess the right combination of skills.
j. My current position has provided me with the opportunity to ...
k. I would welcome the opportunity to meet with you to discuss my
potential contributions to your company.
l. I look forward to an early reply.
Cover letter application of job
Aloysius Tan Kim Hock
14, Jalan USJ2/4
Taman Crystal

Subang Jaya
46000 Petaling Jaya
12 April 201_
Mr Yeap Hin Lee
Personnel Manager
Logistics Inc.
1516, Persiaran Kelab Emas
47200 Klang, Selangor
Dear Mr Yeap,
Application for the Position of Chief Supervisor
In response to your advertisement for a Chief Supervisor specialising in
Port Regulatory Law / am writing/ which appeared in the New
Settlement Times on Sunday, April 12. / I / As you can see from my
enclosed resume,/ match the requirements for this position / my
experience and qualifications.
I / that I graduated from the Malaysian Marine School in Malacca /would
like to point out/ I was hired directly upon graduation/ with a Diploma
in Port management / due to my expertise in port authority regulations.
During the four years that I worked for Gudang and Co., / in our region.
/further deepened /my knowledge of regulatory laws/ I / My
employer / wanted to promote me to head the team of assistants /
also thought highly of my abilities / after my first year of employment.
I/ to personally discuss / look forward /the position with you./ to an
opportunity /I/ within the next five days to arrange an interview./ will
call you.
Sincerely,
Aloysius Tan Kim Hock
Enclosure

9.2

Resume
-

Statement of all qualifications, experience, achievements, and

anything that would of relevance to the reader written in
positively.

Types of resume
a. Basic resume simple and short, for school-leavers.
b. Functional resume highlight skills and work experience.
Job functions of previous job will be highlighted.
c. Specific resume for specific post where it will follow the
criteria set as advertised.

Chapter 10:
10.1

Business Reports

Planning and writing reports

-

Reports are to inform, provide background information, make

recommendations, a course of action etc.

10.2

Short report layout

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

A formal report comprises:

a.
A title page containing the title of the report, the recipients name,
his/her
position and/or organisation, the writers name and position (and
organisation if appropriate) and the date;
b.
An introduction;
c.
Sections with headings in the body;
d.
Conclusion;
e.
Recommendations (if any); and
f.
Attachments (if they contain useful information).

TYPES OF SHORT REPORTS

There are three widely used types of short reports:

(a) Justification report;
(b) Progress report (and completion report); and
(c) Periodic report.
Sometimes, descriptive headings are used to guide the reader through
these
reports.

10.3.1 Justification Report

This report highlights a course of action or idea, and then presents

evidence to
support why something should, or has been done. Basically, the format is
as
follows:
_ Introduction _ Presents purpose of report and describes proposal / course
of
action.
_ Body _ Describes the present situation, need for change, costs and
benefits.
_ Conclusion _ Evaluates changes and provides recommendations.

10.3.2 Progress Report

This report provides information on the progress of a project and forecasts

future development.
_ Introduction _ Identifies the reports purpose with a subject line and
describes the current status of the project.
_ Body _ Presents positive features of the operation, describes problems
that
arose and how they were solved, and includes schedule and costs.
_ Conclusion _ Points to the future.
10.3.3 Periodic Report
This report keeps management informed at regular intervals by providing
information on some aspect of the organisations operations over a
specific
period.
a. Introduction _ Identifies the reports purpose with a subject line
and then
presents relevant facts and figures.
b. Body _ Presents objective information on achievements and
problems.
c. Conclusion _ Summarises the findings and closes with a
recommendation if
appropriate.
Sample of periodic report
To:
From:
Date:
Subject:

Sinnathamby M., General Manager

Charlotte Soong, Head of Research
21 June 2010
Appointment of Ms Norlaila Yakub to the position of Laboratory
Supervisor
Ms Norlaila was appointed to the position of Laboratory Supervisor on 20 May
2010 because she was clearly the best applicant for the position, even though
several of the other applicants were more experienced and had greater seniority.
During the interviews, we shortlisted three applicants: Ms Norlaila Yakub, Mr
Edward Lee and Mr Idrus Mohd Ngah. All three were equally well trained at a
technical level and seemed equally diligent and productive. Ms Norlaila, however,
was the only applicant who had pursued further studies. She has completed a
special course on the ACOL computer analysis system which we propose to buy
next year and she has completed the first two years of a management diploma.
These extra studies exactly fit Ms Norlaila for the new position.
Furthermore, she impressed us during the interview with her communication skills
and understanding of her colleagues. In her annual appraisal for the last three
years, she scored higher than any other applicant in communication skills,
interpersonal relationships and leadership.
From the above, it can be seen that Ms Norlailas promotion was not based on
any discrimination against her male counterparts. If she had simply been as good
as the
other applicants, her promotion would have been justified in terms of the
companys affirmative action policy. But in this case, Ms Norlaila was promoted
on
the grounds of superior abilities.

10.4 PREPOSITIONS

Prepositions may be defined as any word or group of words that relate a

noun or
pronoun to another word in the sentence.
The
The
The
The

report
report
report
report

about the manager

by the manager
for the manager
in front of the manager

The words in bold relate two nouns to each other. These relationship words
are
called prepositions. However, it can sometimes be difficult to know what
preposition comes after a noun or a verb so it is good to familiarise
yourself with
some of them.
Common preposition
About
Above
Across

before
behind
below

during

despite
down

of
off
on

to
toward(s)
under

Three types; formal report:

letter and memo formats
d. Order of information dependent upon:
i. good news document
ii. bad news document
iii. persuasive document
iv. direct approach
v. indirect approach
e. It should contain:
i. Purpose
ii. Accurate and objective information
iii. Clear and logical order of information
iv. format
10.3

Types of Short Reports

a.

Justification idea/action is presented and

rationale is given.

b.

Progress progress of a project and forecast

its timetable for the future.

c.

Periodic information given at regular intervals

or over specific periods.

In each one, the body and conclusion would be

different as each will serve different purpose.
10.5

Writing Long reports

f.

They are written to provide comprehensive information and expert

opinion.

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

recommendations.
10.5.1

Sequence to follow when writing a long report

a.

Develop outline with main headings

and sub-headings.

b.

Start with purpose statement and

introduction.

c.

Main body

d.

Draw conclusions and relate to

purpose

e.

Conclusions and recommendations

f.

Optional parts preface, abstract,

synopsis

g.

References

h. Table of contents and table of graphics

10.5.2

i.

Transmittal letter

j.

Title page
Presentation

Arrangement of information on the page.

Content must be set out clearly.

i. Headings
ii. Underlining
iii. Indentation
iv. Shading
v. Numbered lists or sections
vi. Space between paragraphs, margins
vii. Headers and footers

10.5.3

Parts of a long report

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

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

development of ideas, conclusions, and recommendations
c. End matter; references, appendices
-

It must have three sections

Introductory statement of purpose, terms of reference and
scope.
Body research and analysis of findings, solutions tendered.
Sub-headings and numbering are used to show clarity.
Final conclusions and recommendations

Language used should be objective.