Common Errors

1. Subject-Verb agreement:

Singular Plural
The number of A number of
Collective nouns Divided collectives
A pair of, The pair of Pairs : scissors, shorts, jeans,
glasses
Nothing, everything, everybody,
nobody, somebody, anybody, any,
each, every,
Non-countable, Gerund Nouns Countable-plurals

i) There (be) a storm approaching. is

ii) There (have) been a number of telephone calls today. have
iii) There (be) an accident last night. was
iv) There (be) too many people at the party. were
v) There (have) been an increase in the importation of cars. has
vi) There (be) water on the floor where he fell. was
vii) Neither Bill nor Mary (be) going to play tonight. is
viii) Anything (be) better than going to another movie tonight. is
ix) Skating (be)becoming more popular every day. Is
x) A numbers of reporters (be) at the conference yesterday. were
xi) Everybody who (have) a fever must go home immediately. has
xii) Your glasses (be) on the bureau last night. were
xiii) There (be) some people at the meeting last night. were
xiv) The committee (have) already reached a decision. has
xv) A pair of jeans (be) in the washing machine this morning.
was
xvi) Each student (have) answered the first three questions. has
xvii) Either John or his wife (make) breakfast each morning. makes
xviii) After the persuasion, she found everything (be) in order. was
xix) The crowd at the basketball game (be) wild with excitement. was
xx) A pack of wild dogs (have) frightened all the ducks away.
has
xxi) The jury (be) trying to reach a decision. is
xxii) The army (have) eliminated this section of the training test. has
xxiii) The number of students (be) appealing. is
xxiv) There (have) been too many interruptions in this class. has

Note : Several subjects interrelated by either, neither, last subject

(closest) will relate
along with, together with, as well as, in addition to, with the verb.

2. No interrogative sentence at the last part of a complex sentence :

i) How long does the class last ? – The catalog doesn’t say how long the
class lasts.
ii) How tall is John ? – Do you know how tall John is ?
iii) Who will be elected president? I am not sure who will be selected
president.
iv) Whose book is it? They haven’t discovered whose book it is.
v) How much will it cost to repair the car? The mechanic told me how
much it would cost to repair the car.
vi) How was the murder committed? The police are still trying to decide
how the murder was committed.
vii) How well does she play the guitar? You can’t imagine how well she
plays the guitar.
viii) When will the next exam take place? Do you know when the next
exam will take place?
ix) Where did they spend their vacation? Angela told me where they spent
their vacation.
x) Why are they buying a new house? I don’t know why they are buying a
new house.

3. Parallel structures should be there :

i) She likes to fish, swim and surfing. – She likes fishing, swimming
and surfing.
She likes to fish, swim and surf.
She likes to fish, to swim and to surf.

ii) The puppy stood up slowly, wagged its tail, blinking its eyes and
barked.
C : The puppy stood up slowly, wagged its tail, blinked its eyes and
barked.

iii) Ecologists are trying to preserve our environment for future

generations by protecting the ozone layer, purifying the air and have
planted the trees that have been cut down.
C : Ecologists are trying to preserve our environment for future
generations by protecting the ozone layer, purifying the air and planting
the trees that have been cut down.

iv) The chief of police demanded from his assistants an orderly

investigation, a well-written report and that they work hard.
C : The chief of police demanded from his assistants an orderly
investigation, a well-written report and hard work.

v) Marcia is a scholar, an athlete and artistic.

C : Marcia is a scholar, an athlete and artist.

vi) Slowly and with care, the museum director removed the Ming vase
from the shelf and placed it on the display pedestal.
C : Slowly and carefully, the museum director removed the Ming vase
from the shelf and placed it on the display pedestal.

vii) The farmer plows the fields, plants the seeds, and will harvest the
crop.
C : The farmer plows the fields, plants the seeds, and harvests the crop.

viii) Abraham Lincoln was a good president and was self-educated, hard-
working and always told the truth.
C : Abraham Lincoln was a good president and was self-educated, hard-
working and truthful.

ix) Children love playing in the mud, running through puddles and they
get very dirty.
C : Children love playing in the mud, running through puddles and getting
very dirty.

x) Collecting stamps, playing chess and to mount beautiful butterflies are

Derrick’s hobbies.
C : Collecting stamps, playing chess and mounting beautiful butterflies
are Derrick’s hobbies.

xi) Despite America’s affluence, many people are without jobs, on welfare
and have a lot of debts.
C : Despite America’s affluence, many people are without jobs, on welfare
and in a lot of debts.

4. Illogical Participle Modifier : A Gerund (ing) participle must pre-

modify the subject, not the object.

i) Closing the door, the book was opened. Closing the door, he opened
the book.

ii) Seeing the advancing army, all valuables Seeing the advancing
army, they hid all valuables.
were hidden.

iii) After painting the car, it was given to the After painting the car,
the man gave it to his wife.
man’s wife.

iv) Being an early riser, it was easy for SumiBeing an early riser, Sumi
easily adjusted to the
to adjust to the company’s environment. Company’s environment.

v) After winning the match, the victory made After winning the match,
he jumped for joy.
him jump for joy.

vi) Being very protective of its young, all Being very protective of its
young, the mother Eagle
those who approach the nest are attacked attacks all those who
approach the nest.
by the mother Eagle.

vii) Before playing football, a 2-minute Before playing football, the

players observed a 2-

silence was observed by the players for minute silence for their
recently deceased
their recently deceased teammates. teammates.

5. Adverbs : Nouns are usually pre-modified by Adjectives. There should

always be adjectives instead of Adverbs after Linking Verbs – be, appear,
feel, look, remain, sound, smell, taste, stay, become :

i) Ritu plays the violin good / well. Adverb

ii) The sun is shining bright / brightly Adverb.
iii) Your cold sounds terrible / terribly. Linking Verb
iv) The pianist plays very good / well. Adverb
v) The girls speak fluent / fluently English. Adjective as Pre-modifier
of Noun
vi) We don’t like to drink bitter / bitterly tea. Adjective as Pre-
modifier of Noun
vii) She did poor / poorly in the exam. Adverb
viii) It tastes good / well. Linking Verb
ix) The plane will arrive soon / soonly. Soon is an adverb
x) He is driving too fast / fastly. Fast is an adverb

6. Conditional sentences :

☺ If + Present = Present / Future

☺ If + Past = would
☺ If + Past Participle = would have

i) If you (see) marry today, please ask her to call me. see
ii) If he left already, he (call) us. would call
iii) I could understand it if she (speak) more slowly. spoke
iv) He wakes me up if he (hear) any noise. hears
v) Had we known your address, we (write) you a letter. would have
written
vi) The teacher will not accept our paper if we (submit – negative) it. do
not submit
vii) We could go for a drive if today (be) Saturday. were
viii) He would give you the money if he 9have) it. had
ix) If you come, I (go). shall go
x) Had you come, I (go). would have gone

7. Appropriate Prepositions :

i) From : from time to time, from Dhaka to Chittagong

ii) Out of : out of stock / town / date / order / work / the question
iii) By : by passive, by specific time, by bus, by then, by the
way of, by far,
by accident / mistake
iv) In : in a room, in month / year, in time, in the street, in
the morning, in the
past/ future, in the beginning / end, in the way, once in a
while, in no time
at all, in the mean time, in touch with / in contact with, in
case, in the
event that, in a row, in the Army, in the middle
v) On : on time, on the corner, on the sideway / sidewalk,
on the way, on
television / radio / air, on the right / left, on the phone, on
the whole, on sale, on the other hand, on foot
vi) At : at an address, at a specific time, at home / school / work,
at night, at least, at once, at times, at first
vii) Prepositional phrase : on the bench, in place of, for the most part, in
hope of, of course, off and on, all of a sudden, for good

We decided to get a Coke out of the machine, but unfortunately it was out
of order. So in place of the Coke, we decided to get some ice cream at the
Dairy Isle which was located on the corner of Harper Ave. and Washington
St.

Upon returning to our motel, I decided to finish reading my novel. It is by

far the most exciting book that Victoria Holt has ever written. For the
most part, her book deals with a group of archeologists who went to Egypt
in hopes of discovering some pharaoh’s tomb. By accident they
discovered a plot to smuggle the treasures out of Egypt. Of course the
archeologists got in touch with the authorities, who had heard some
rumors about smuggling off and with. All of a sudden, one day the police
showed up and caught them in the act and arrested them.
8. Phrasal verbs :

Act on / upon affect (negative) Act under under

control
Act up to as per rule (to to)
Ask for want for
Bear with stand
Blow off exhaust / exit Blow out extinguish
Blow up blast
Break down broken Break out like
epidemic
Break up finished
Bring out publish Bring up guardianship
Burst into emotional Burst out extreme
Call at meet at certain place Call for
want for / search
Call in summon Call off
suspended / ended
Call on request to come Call up call
over phone
Carry on continue Carry out obey
Cast out abandon
Catch up get hold of
Come up with innovative idea Come to quantity
Come of born into Come across suddenly
Cut down curtail Cut off
detached
Do away with abandon / give up Do for
serve the purpose of
Do without can’t survive
Deal with conduct
Fill in (up) non-vacant
Get over recovery Get through succeed
Give in surrender Give up abandon
Hold up delay
Back off go for
Keep up maintain
Look forward wait / expect Look into enquire
Look up to find for (a word)
Make out understand Make up overcome
loses
Put on wear Put up with to
bear / stand
See off to bid bye See through
understand
Send for summon
Take off unwrap / fly
Turn down refuse / reject Turn off shut down /
switch off
Work on continue / on track Work out solve
 Business Communication

1. Use Linking words :

First of all secondly next

then what’s more important on the other
hand
in addition to that besides this thus
not only.. but finally in fact
last but not the least the bottom line is conversely
more importantly

2. Use Non-sexist words :

Use humans, fire-officers, postal workers, store-suppliers, police officers

and fore-assistants instead of man, fireman, postman, store-man,
policeman and foreman.

3. Avoid Abstract words :

A significant loss 85% loss

In the near future in July, 2009
A handsome salary Tk. 50,000 per month salary
Good attendance record 90% attendance
The leading company The first company
Substantial amount $1m

4. Avoid Camouflaged verbs :

Make an acquisition acquired

Make an appearance appeared
Make an application applied
Make an appraisal appraised
Make an investigation investigated
Give assistance to assisted
Have a decision decided
Make a cancellation cancelled
Make a commitment committed
Have a discussion discussed
Make a judgment judged
Make a reconciliation reconciled
Make a recording recorded

5. Avoid Negative words / languages :

Smoking is prohibited on the campus. Smoking is allowed outside

the campus.
We cannot deliver the goods before Friday. We can deliver goods on
Saturday.

6. Use You-view :

You did not understand me. I couldn’t make you

understand.

We guarantee your service. Your service is guaranteed.

We are happy to have your order for Your selection of Daffodil

products should
Daffodil products which are sending today. reach you today.

We have received your report of May 1st. Thank you for your report of
May 1st.

7. Avoid Cluttering Phrases :

For the purpose of for / on

For the reason that because / since
In accordance with by
In the amount of for
In the near future soon
In very few cases seldom
On the basis of by
On the occasion of on
With a view to to
Look forward to to Verb + ing
With reference to about
With regard to about

8. Needless repetition :

Return back, Endorse the cheque on the back, Replay again, reply again,
assemble together, longer in, present incumbent, basic fundamental,
consensus of opinion, Present time + now, as a matter of interest, plan in
advance for the future.

9. Avoid two-word verbs :

Give up – surrender Speed up / Hurry up – accelerate

Go on / Keep on – continue Put off – defer
Take off – remove, depart Come down – descend
Go in / Come in / Get in – enter Go out / Come out / Get out – exit,
leave
Blow up – explode Think up – imagine
Figure out – solve Take out / Take away – remove
Go back / Get back / Be back - return
 Exercise

1. The officer has gone in search for a product. (Idiomic fault)

C : The officer has gone in search of a product.

2. We are serviced by the company. (Passive)

C : The company services us.

3. We will ask him to bring about a change in his routine. (Camouflaged)

C : We will ask him to change his routine.

4. Will you please make an adjustment for this defect? (Camouflaged)

C : Will you please adjust this defect?

5. She made good results. (Abstract)

C : She got GPA 3.9 of 4.

6. A good executive plans his daily activities. (Sexist)

C : Good executives plan their daily activities.

7. Daffodil International University is one of the leading academic

institutions in Bangladesh for higher studies. (Abstract)
C : Daffodil International university is ranked 6th in Bangladesh for higher
studies.

8. In the period between April and June, we detected the problem.

(Surplus words)
C : We detected the problem between April and June.

9. During the time she was employed by this company, Ms. Carr was
absent once. (Roundabout)
C : When employed by the company, Ms. Carr was absent once.

10. Kindly advise at an early date. (Dull & stiff)

C : Please advise at an early date.

11. My education was completed in 2005, and then I began to work as a

marketing executive for Otobi Limited. (Illogical construction)
C : I completed my education in 2005, and then began to work as a
marketing executive for Otobi Limited.

12. Mr. Adam is superior than Mr. Alfred in ABC Company. (Idiom)
C : Mr. Adam is superior to Mr. Alfred in ABC Company.

13. We must bring about a reconciliation of our differences.

(Camouflaged)
C : We must reconcile our differences.
14. We must assemble the machine tomorrow morning at 10.30 am.
(Repetition)
C : We must assemble the machine by tomorrow at 10.30 am.

15. Company operations for the preceding accounting period terminated

with a substantial deficit. (Unfamiliar)
C : The company had a gross loss last year.

16. They acceded to the proposition to terminate business. (Long words)

C : They agreed to quit the business.

17. The results were reported in our July 9 letter. (Passive)

C : We reported the results on our July 9 letter.

18. When an unauthorized employee enters the security area, he is

subject to dismissal. (Sexist)
C : Unauthorized employees entering the security are subject to dismissal.

19. We received your report of May 1. (We view)

C : Thank you for your report of May 1.

20. We cannot deliver the goods until Friday. (Negative)

C : We can deliver the goods on Saturday.

21. In spite of the fact that they received help, they failed to exceed the
quota. (Cluttering Phrase)
C : Though they received help, they failed to exceed the quota.
 Some Theoretical Aspects of Business English

Topics : 1. Presentation tips and techniques.

2. Good telephone technique.
3. Speaking
4. How to conduct a meeting.
5. How to participate in a meeting.
6. List What “To do” and “Not to do” on speaking.

1. Presentation tips and techniques : Practice more on

a. Introduction : tell them what you are going to tell them.
b. Narration : Tell them.
c. Summarize : Tell them what you’ve told them.
d. Review : Test them.

2. Good telephone technique :

a. Identify yourself and also the person you are talking to.
b. Confirm proper dissimilation of information.
c. Note earlier what to say, note while talking.

3. Speaking : Verbal communication of expressions. Key elements are :

a. Voice quality : Should be pleasant, improve via practice.
b. Choice of words : Enrich vocabulary, read more to improve.
c. Adaptation : Use relevant words, understand the standards and
values of audience.
d. Accent / pronunciation : Correct stress & intonation.

4. How to conduct a meeting :

a. Circulation of agenda (and duration of meeting) to participants
ahead.
b. Administer in Parliamentary way.
c. Planning (sequence and participation).
d. Jotting down, summarization and findings / decisions – inform the
members.

5. How to participate in a meeting :

a. Courteous, cooperative
b. Well prepared on the issues of agenda
c. Participation to commensurate with the allotted time.

6. List What “To do” and “Not to do” on speaking :

a. Standard norms
b. Use accepted language / words / pronunciation.
c. Flexible, unsteady and eye-contact.
 Letters

a. Cover Letter

Definition : Forwarding letter of a CV / Resume (for a job)

Purpose : In view to be invited for the interview (Specimen – 1)

Should contain : a. Why should the org. consider you to be important

b. You have new ideas that would be revealed in the
interview

Interview tips : a. Know in details of the Org.

b. Be aware of your strengths and weaknesses
c. Be smart in communications (smart and straight)
d. Be well acquainted with current affairs.

Bio-data : Details of any person. Includes each and every personal

detail also.

CV : Concise and professional / Academic purpose only.

Resume : Very concise and job oriented only.

Note : Never use “I” in the Bio-data / CV / Resume.

b. Business Communication

Principle : KISS (Keep It Short and Simple)

For technical reasons, use Kiss-Kick-Kiss method
(Specimen – 2)

c. Memorandum

Purpose : Intra-Office / Inter-Office communication

Characteristics : a. Short, simple and straight (Exercise in Specimen – 3)

b. Specific class of target (cc / copy to others if needed)

Short Report Writing

Subject based analytical reporting based on given information. Four major

parts :
a. Introduction : Objective of the report.
b. Findings : Description
c. Recommendations
d. Conclusion : Decisions.
Suppose you work for an export oriented company. Your Boss asked you
to prepare a report on which company is going to be chosen for service.
You are provided with the inputs from flayers of two companies.
(Specimen – 4)

Flayer for ABC Shipping Company

1. Renowned Company for worldwide business

2. In market for 10 years
3. Expensive
4. Does all paper-works including taxation
5. Has air-freight.

Flayer for Globelink Shipping Company

1. New Company
2. Cheap
3. Has refrigeration
4. Has barrels
5. Travels in Europe.

General Comparative Study Report for Grameen Phone and

Banglalink

Curriculum Vitae

1. Name & address

2. Career Objective :
3. Educational qualifications :
4. Experience :
5. Extra Curriculum activities :
6. Computer literacy :
7. Language literacy :
8. Personal information :
a. Permanent address :
b. Mailing address ;
c. Father’s name :
d. mother’s name :
e. D.O.B. :
f. Nationality :
g. Marital status :
h. Religion :
i. Blood group :
9. Values :
10. Hobbies :
11. References :
a. Name, designation, institution, address, contact (Phone, cell
or e-mail)

CV is duly signed and testified to be true, but it is not necessary if it

is submitted with a Cover letter.

Long Formal Report Writing

1. Title fly (title of the report)

Page Nr. i
2. Title page (a. title of report, b. supervisor, c. submitted by, d. submitted
on) Page Nr. ii
3. Letter of transmittal (permission to submit)
Page Nr. iii
4. Letter of authorization / declaration (letter of approval)
Page Nr. vi
5. Table of contents Page
Nr. ix
6. List of abbreviations
Page Nr. xii
7. Executive summary (summary of the report)
Page Nr. xx

Report Proper
1. Historical background / Introduction
Page Nr. 1
2. Objectives Page
Nr. 5
3. Methodology Page Nr. 7
4. Scope Page Nr. 10
5. Limitation Page
Nr. 15
6. Literature review (Quotation) Page
Nr. 18
7. Findings (problems identification, SWOT)
Page Nr. 25
8. Recommendations Page
Nr. 35
9. Conclusion Page
Nr. 48
10. Reference Page
Nr. 52
11. Appendix Page
Nr. 54 Successful Life
♦ Clear sense of purpose :
☻ Positive directions / attitudes
☻ Education
☻ Association
☻ Beginning
☻ Long life learning

♦ Interview tips and technique :

☺ Preparation :
☻ Information on the Organization
☻ Personal strengths and weaknesses
☻ Developed communication
☻ Set-up and get-up
☻ Current affairs (academic)
☺ Pro-interview :
☻ Not nervous
☻ Eye contact
☻ Clear communication

♦ On job career development tips :

☻ Effective communication (persuading and convincing)
☻ Personal image
☻ Well informed
☻ Personality and attitude
Specimen - 1
House Nr. 86, Road Nr. 8/A
West Dhanmondi, Dhaka – 1209.

April 21, 2009

Manager, Human Resource

UNDP, Room – 512 (4th Floor)
IDB Bhaban, Dhaka.

Subject : Application for the post “Security Manager for the Asia-Pacific
Region”.

Dear Sir / Madam,

I could come to learn through the advertisement of your office published on the
Daily Star on April 12, 2009 that a vacant post of “Security Manager for the
Asia-Pacific Region” of UNDP would be filled by a suitable candidate from
Bangladesh. I would like to apply myself for the same. In respect to be a
suitable candidate for this post, may I draw your kind attention to my following
qualifications, trainings and experiences :
 ♦ Have Graduated in “Political Science” taking “Regional Politics in the Asia
and the Pacific” as major.
♦ Have basic training on Military and Police pertained from Bangladesh
Military Academy and Police Academy, Sarda respectively.
♦ Have Diploma on “Regional Security threats and Necessary Measures”
from Royal Defense College of Malaysia.
♦ Have extensive training on “Port Security and Vulnerability” conducted by
the USA Coast Guard.
♦ Have 14 years Managerial experience on “National Security” of
Bangladesh.
♦ Have experience of working in the global environment of the UN at
UNMIK, Kosovo as an International Police Monitor for two years.
♦ Have strong communicating skills in English, both in speaking and writing.

Taking above-mentioned points in view, I hope you would interview me for filling
the aforesaid post. You may e-mail me at the address akbar@uncivpol.com or
call on my cellular number 01715-009008 at your convenience. My CV is also
attached herewith to your end. I would be happy to negotiate on the expected
salary for the post during the interview.

Regards.

(Ali Akbar Khan)

 Specimen - 2
House Nr. 86, Road Nr. 8/A
West Dhanmondi, Dhaka - 1209.
Phone : 8128471, 01715009008
e-mail : akbar@uncivpol.com

Ref. : Daff/MBA/401/Exer
April 11, 2009.

Mr. Runion Marshall

Manager, The British Council
123, Shat Mosjid Road, Dhaka – 1209.

Subject : About Spoken English Course.

Dear Marshall,

I would like to take the privilege to let you know that the British Council is the
pioneer in teaching English Language to the people of Bangladesh. It has been
conducting training courses on spoken and written English, listening, report
writing and general speaking manners since 1989. Subsequently a good number
of students from Bangladesh are getting opportunities to many foreign
universities for higher education pertaining this training. Furthermore, it
provides an ample opportunity for the people of every walk of life to improve
their day-to-day English as the 2nd Language. More importantly, a month-long
course on Spoken English conducted by the British Council helps the students of
all stage to inculcate pure and accurate English, both in speaking and writing.

It could here be mentioned that I took part in a month-long course on Spoken

English which commenced on March 05, 2009. With a very high anticipation of
the British Council, I completed the course; still I have some observations which
I consider prudent to bring to your notice:

1. The course was designed to have 12 days of 3 hours each. But due to
unknown reasons, classes were taken on 8 full days and 3 partial days
only.
2. No handouts were provided to the students though it was mentioned on
the flayer of the course.
3. 2 of the foreign faculty members were substituted by two local teachers.
On behalf of all the participants, I could let you know that they could not
come up to our expectations due to their lacking experience in teaching.
4. All related books were not available at the British Council library though it
was assured in the prospectus of the course.

In spite of these minor short coming I still believe that the British council always
tries to keep its highest standard and integrity. It always maintains highest
interests of the students and never compromises with any deviation from the
assured promises. Hence, considering the above facts, I expect you to refund
my course fee or give me another chance to take part in the same course
without any fees.
Your necessary steps to facilitate me learning better English would be highly
appreciated.

Kind regards.

(Ali Akbar Khan)

 Specimen – 3

1. You are the manager of a small office. In order to reduce costs and
improve company’s environmental practices, you have decided to collect
and recycle all papers used in the office. Write a memo of 40-50 words :
a) Informing staff of the new policy,
b) Explaining how the paper will be collected and
c) requesting staff to co-operate with the scheme.

To : All staff
From : Nader Hossain, MD
Date : April 18, 2009
Subject : Recycling waste papers.

Dear staff,

I would like to inform you that the company has adopted a new policy to
recycle all the waste papers of the office in order to reduce costs and
improve company’s environmental practices. All waste papers would be
thrown in the paper basket kept at the main exit which would be collected
twice a day.
You are hereby requested to adhere to the policy.

Thanks.

2. You are a manager at fast food company Macdonald’s. Your company

has just merged with a competitor to become Macdonald’s King. You have
been asked to inform staff of the change of name. Write a memo of 40-50
words :
a) Informing staff of the new name,
b) telling them when to start using the new name and
c) Asking staff to use only the new name after that time.

To : All staff
From : Nader Hossain, MD
Date : April 18, 2009
Subject : Emergence of the new brand “Macdonald’s King”.

Dear staff,

As you know, our company is going to be merged with “Burger King” and
a giant company “Macdonald’s King” is going to be emerged on May 01,
2009.

All are requested to use the new brand name “Macdonald’s King”
henceforth May 01, 2009.
Thanks.
 Specimen - 4

Report on comparative study of services and facilities of the

Companies ABC Shipping Company and Globelink Shipping Company
:

Introduction : The objective of this report is to analyze the services

given by ABC Shipping Company and Globelink Shipping Company,
compare those and choose suitable one for our company.

Findings : The services available from ABC Shipping Company are as

follows :
First of all, the company is renowned one for worldwide business and
hence it has a brand name. It does work in global aspects and is
quite acquainted with the rules regarding carrying freights at home
and abroad. Secondly, it is in market for twenty years. Since then, it
has been providing its customers with the services at the most
optimum level and hence it is trustworthy one. Besides, the
company has the ability of air-freight and so it can afford to deliver
services in any emergency situations. Furthermore, it can
accomplish all paper works like aero bills, CNF and Customs
formalities and Taxation. It gives a great relief to the clients and
they are saved from unnecessary loss of men, time and money.
Though it is a little bit expensive, still the cost commensurate with
the service.

On the other hand, Globelink Shipping Company is a new comer in

the world of freight forwarding and hence is not trustworthy. It has
refrigeration facilities which are an advantage for exporters of sea-
foods. A garments oriented company like ours never needs any
facility like this. Alike, this company has barrels which might be a
great facilitation for carrying oil and lubricant. Moreover, it runs in
Europe only and so exporters to EU countries would find it for
convenient. Though we have business worldwide, it would not be
prudent to use this company for our exports to Europe. It is very
cheap in forwarding freights, still has very less facility to fulfill the
requirements of our company.

Conclusion : Considering the above findings, we can come to the

conclusion that since our company needs to export garments
worldwide with less involvement of other administrative activities
(such as documentation, CNF, Customs and Taxation), ABC Shipping
Company would be more appropriate than Globelink Shipping
Company.
Recommendation : It is recommended that our company should get
the services of ABC Shipping Company for exporting our goods.
 Specimen - 5

Report on comparative study of services and facilities provided by

Grameen Phone and Banglalink :

Introduction : The objective of this report is to bring out a

comparative study of services and facilities provided by Grameen
phone and Banglalink and to choose the better one.

Findings : Grameen Phone has the best network coverage

countrywide and hence it has the maximum numbers of subscribers.
Secondly, it has very good customer service. Thirdly, there are lots
of Customers’ Care centres of Grameen Phone where people can get
best services from it. Moreover, it has the facility of Easy bills’ Pay
system where customers can pay their utility bills sitting at home.
Finally, Grameen Phone has Doctors’ Helpline by which people can
get urgent medical support.

On the other hand, Banglalink provides us with the services in the

cheapest rate of all Mobile Service Providers. It has Bonus Packages
for users of more credits that help the subscribers to talk more with
less money. It also has 5 FnF Service Pack where people can talk
more with friends and families. Moreover, it has SME Package that
helps new entrepreneurs to run their business with less expenditure.
Finally, Banglalink has Farmers‘ Helpline that helps farmers to know
about their farming and harvesting activities in a very low cost.

Recommendation : With the comparative study given above, we

can come to the conclusion that Banglalink provides us with better
service than Grameen phone since it is less expensive and farmer’s
friendly.

Conclusion : Hence, it is encouraged to use Banglalink.

Situation 3 : Claim Letter (Direct)

December 27, 2009

The Manager
Lakeland Cheese Company
Ohio, California.

Subject : About supplying three-pound Cheese packages instead of five-pound Cheese

packages.

Dear Sir or Madam,

With reference to our order dated November 30, 2009, you supplied three-pound cheese packages
instead of five-pound cheese packages to our 1,244 customers on the Christmas eve.

We made the orders to your company for supplying 1,244 packages of five-pound cheese to our
valued customers and we made the payment accordingly. It is clearly stated in your brochure that the
price for each package of five-pound cheese is $24.50. As per your bill voucher, we ordered for five-
pound cheese packages and we paid you at the rate of $24.50 for each of the five-pound cheese
packages to supply to our 1,244 customers. There was no ambiguity in making the order or making
the payment. Due to any some errors from your company, our clients each got a three-pound cheese
package instead of our ordered five-pound pack. A gift of three-pound cheese package from
Technology Supply Inc. to our valued customers has crated an irrecoverable image loss of our
company.

Hence, I request you to send another two-pound cheese package to each of our 1,244 customers with
an explanation clarifying the actual status of our company and stating the committed error of your
company in this regard.

We appreciate your providing Technology Supply Inc. with the good services as ever and we are
looking forward for all the necessary steps from you in this regard at the earliest possible time.

Truly yours,

(Marshall J. Reunion)
General Manager

Notes on Claim Letters : (1) Specific Subject (Tell what went wrong, don’t tell what action
is needed), (2) Beginning Para with what went wrong avoiding Regret-type old patterned
message, (3) In body part, Justify (to give sufficient reasons to validate your claim) and avoid
angriness, (4) In 2nd Para of Body part, Suggest action required, such as return goods or
refund money (also ask what to do with defective products, if needed), (5) Goodwill ending
(seeking / requesting immediate steps).
 Situation 4 : Adjustment Grant / Claim Acceptance (Direct)

November 06, 2009

Marshall J. Reunion
Purchase Manager
NKD Garments, Germany.

Subject : Confirmation of refunding 40% discount on 10,000 T-shirts.

Dear Marshall,
In response to your e-mail dated November 05, 2009, we have agreed to refund 40% discount on
10,000 T-shirts.

Due to a sudden fall in national power grid-line of Bangladesh, the dyeing machine of our company
could not function well to produce the expected colour on 10,000 T-shirts that we supplied to you
vide PO#MN3150 of style # BD1589TF.

Such an incident occurred which we never experienced before. However, we have arranged a
generator for the smooth operation of the dyeing machine so that we can ensure the overall quality
production in future.

ABC Garments is always ready to satisfy our valued customers with the on time supply of quality
goods.

Sincerely Yours

(Ali Akbar Khan)

Sales Manager

Notes on Claim Acceptance : (1) Direct Subject (To pass the good news / action), (2)
Beginning Para with action (good news specifically), (3) In body part, Give reason why
wrong things happened (if it is not absolutely your fault and only if it is acceptable excuse),
(4) In 2nd Para of Body part, Regain the lost confidence (effective measures to eliminate same
fault in future), Avoid negative as much as possible (5) Situational ending (Goodwill,
request, etc. which fits best for the situation).
 Chapter VII : Indirectness in Bad News

There are three types of Bad news :

a. Request Refusal (Admission, Donation, Participation, etc.)
b. Adjustment Refusal
c. Credit Refusal
(a) Loan Refusal
(b) Credit Purchase Refusal

Indirectness refers to the presentation of findings in an unimportant way. Usually in indirect

message, the cause of indirect response is explained before the findings is delivered so that it makes
the reader aware of the upcoming response quite ahead.
The conveyance of the message should be indirect. However, it could be direct if there is a frank
relationship exists amongst the parties. The degree of directness / indirectness depends on the inter-
relationship between the parties.

Situation 5 : Adjustment Refusal (Indirect)

November 16, 2009

Mr. Siddique
Engineer
Globe Constructions Ltd., Dhaka
Subject : About the changing of Ceramic tiles.

Dear Sir,
We highly appreciate your order of 50,000 sft. Tiles from XYZ ceramics which we supplied vide
Receipt Nr. 534 dated 12/11/2009. The XYZ ceramics is a leading Ceramic Tiles supplier and we are
always looking forward to share ourselves with the progressive reputation of Globe Construction
Ltd.
In response to your letter dated 15/11/2009, we inquired into the matter and could find that the Tiles
were fixed with non-Brand clay. While delivering the tiles, we directed Mr. Mahmood, Asstt.
Engineer of your company to ensure the use of Brand X Clay to affix them. Due to the use of non
Brand X clay, the tiles got cracks and it did not happen from the quality of our tiles. Hence we
cannot accept the request to replace them with new ones.

However, we consider your great losses and would like to share with you by replacing the cracked
tiles with new ones with 10% discount rate. Due to the present rash season, we would not be at the
position to replace all the tiles within this week and for the full delivery of the replaced titles, we
need 15 more days.

We are looking forward to get your response in this regard so that we can supply the replaced tiles at
earliest possible times at your end.

Sincerely Yours

(Mujibur Rahman)
Sales Manager

Notes on Claim Refusal : (1) Indirect Subject (No negative words), (2) Beginning Para with
positive words regarding the event, (3) In body part, Give reason of rejection and the final
findings of refusal (4) In 2nd Para of Body part, Retain good will (5) Goodwill ending.

Situation 6 : Loan Refusal (Indirect)

November 16, 2009

Mr. Zahid Hasan
Executive (Marketing)
ABC Company, Dhaka.

Subject : About the Auto-loan request from National Bank Limited.

Dear Sir,
We highly appreciate your request for a loan of Taka Five Lac only from National Bank Limited on
November 01, 2009. We understand the necessity of automobiles for our valued customers and hence
we are very proud to provide them with the auto-loans in fulfilling their heartiest desires.

National Bank Limited grants auto loans to our valued customers fulfilling the criteria of having (1)
50% monthly income greater than one installment of the requested loan, (2) permanent job. We
examined your papers and found that your salary is good enough to fulfill the 1 st criteria. Since your
job is contractual in nature, it could not meet the 2nd criteria and therefore, we are not in the position
to grant you the loan applied for.

However, we have the same loan facility with less interest rate and you can avail yourself with that
one if you keep a security of fixed asset of 200% worth of the requested loan amount.

We very eagerly like to serve you with the Mortgage auto-loan and are waiting to get your request in
this regard.

Sincerely Yours

(Hasan Ibn Zubair)

Executive (Credit & Sales)