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Lecture Notes Communication English 2ENG1022
TOPIC 2
BUSINESS WRITING
LEARNING OUTCOMES
By the end of the lessons, students should be able to:
i) Differentiate types of business writing.
ii) Identify action verbs used in business writing.
iii) Identify elements of a resume.
iv) Write curriculum vitae / resume.
v) Write job application cover letter.
vi) Write letter of apology.
2.1.1 Types of Business Writing
Different situations and messages required different forms of writing(UpWrite Press).
Business writing is a critical aspect of how people can share information with each other
in an efficient, professional manner. We are often encouraged to write more simply and
succinctly in reality, most of our written communication these days involves some form
of business writing.
Formality is a critical element of how business writing is conducted today. In fact, each
document has to be considered as a legal document, and should be considered an
important facet of a company or organizations communication system. This is why
many types of business writing are considered official documents and why more and
more companies worry about what they write and how others perceive them through
printed materials.
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The forms listed below address the primary writing needs of anyone involved in
business(Sebranek, 2009).
FORM DESCRIPTION
Correspondence Includes emails, memos, and letters essential forms of
day-to-day business communication.
Reports Share the information needed for business to proper
Proposals Lay out plans to meet a businesss needs, from
developing a new market to solving a problem
Instructions Provide the how-to documents that help a business and
its clients carry out their work.
2.1.2 The importance of Business Writing
Most business professionals understand that the ability to communicate clearly and
concisely is not an optional business skillits a critical one(Jane). Business writing is acritical aspect of how people can share information with each other in an efficient,
professional manner. Businesses work both online and offline, sharing information via
letters with each other especially since most communication is done away from the
telephone and is instead completed via email.
Think about the idea of sending a letter by post: if it is written in a very formal style and
received by a business, it gives the impression that the writer of the letter is formal,
courteous, polite, and helpful. Keep in mind that any information shared with business
writing can be read by bosses, superiors, and administration in an organization, so you
want to ensure you develop your style.
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Lecture Notes Communication English 2ENG1022
2.1.3 The Key Form of Business Writing
Correspondence
Members of any business must regularly correspond, either in person, through phone or
through writing. It is preferred when;
your message is complicated and and detailed
you and your reader need a written record of the communication
you have a large and scattered audience
you do not need immediate feedback
Characteristics of Effective Communication(Effective Correspondence)
Characteristics Examples
Adresses a person whenever possible,
not base on their title
Dear Mr. Marzuki, or Dear Datin Zakiah,
Opens with an informative subject line or
opening sentence
Midea Promotion Price for DRB-Hicom
Staff
Stresses benefits to reader An updated shopping cart will reduce
customer frustration and increase sales
Uses you in positive situation but
avoids it in negative ones
It would be appreciated if you could
come to the event.
Assumes a team approach We offer our customer unmatched
products from others.
Includes lists, a short paragraph and
heading for easy reading
The items that were included in the
package will be;
1. Battery pack
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2. Camera body
3. Quick Charger
Avoids business jargon Please redo the web template.
Instead of
The website failure due to constrain flash
movement needs some repair because
the customers complain about difficulty to
log in to the website.
Is timely, but never sent in anger Thank you for meeting us last week at
the conference.
Reports
Report offer businesses and organizations the information they need to produce,
evaluate and carry out their works. Reports, long and short, helps a lot by;
Creating a record for a routine and sepcial activities
Documenting details related incidents, projects and studies
Checking results of works, plans and productions
Evaluating options and making decisions
Types Examples Writers Goal
Incident Accident, breakdown, error,
stoppage
Examine the situtation to determine
cuases, effects, and sollutions
Periodic Weekly, quaterly, or annualy Provide information at regular time
intervals so work can be tracked
Progress Initial, interim, completion, or Provide details about how a project
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Planning a proposal
Answer the questions to help plan a proposal. Give careful thought to each one before
writing an asnwer.
1. Who is the intended audience?
2. What is the purpose of the proposal?
3. When do I need to complete the proposal?
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Lecture Notes Communication English 2ENG1022
4. Where will I find information to use in my proposal?
5. Why is this proposal necessary?
6. How should I proceed?
(Sebranek)
Instructions
Instructions help businesses and organizations and their clients carry out their work.
Plant workers need instructions to use equiptment, lab technicians need safetyguidelines, managers need protocols for employee reviews and so on. Effective
instructions are clear, complete, chronological and current.
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2.2.1 Styles in Business Writing
The term style here refers to the shape, voice and force of sentences.
Writing using proper business style is very different than using personal or academic
styles. A business document is not a place to show off your vocabulary and grammar
skills or to highlight your creativity. Instead, you should strive to be as clear as possible
in the fewest words possible, so your readers know what action to take without wasting
time reading and re-reading complicated prose.
To develop an effective business writing style;
1. Use shorter sentences.
"U.S. Research, Inc. conducted the interviews."
2. Use simpler sentence structures.
"The product name must meet the following tests."
Not;
"If we want the product to sell well in the Sabah and Sarawak and
eventually in select, international markets as well as to compete with
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Lecture Notes Communication English 2ENG1022
distributors of similar name brands, the name must meet the following
tests.
3. Use active voice.
"The term, Cascade conjures images of nature."
Not;
"Images of nature are associated with the term, Cascade.
4. Write from the point of view of the company.
"The company must change the name of its bottled water product."
Not;
I recommend that the company change the name of its product."
5. Write more univocally. (The voice of the company is always already a social
voice).
"The company must change the name of its bottled water product."
Not;
"Even though Othman in the Advertising Department and Sue in Public
Relations disagree, the company mustetc."
6. Identify the agents of actions unless there is a good reason for hiding
agency.
"The sales representatives adopted a new approach."
Not;
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"A new approach was adopted."
7. Avoid nominalizing verbs. (changing verbs into nouns, i.e. "decide"
into "decision.")
"The managers decided to change the name of our project."
Not;
"The managers made a decision."
8. Recommend action rather than refer to individual mental states.
"We recommend names that parallel the age-old and pure qualities of the
product."
Not;
"We believe you should use," or "We think," "We imagine,"
"We presume," etc.
9. Avoid qualifiers that weaken recommendations or express doubt. "We recommend that your company avoid earth surface words."
Not;
"We tentativelyrecommend that your company, if at all possible, avoid,
earth surface words."
10.Avoid self-reference and references to individual states of mind.
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Lecture Notes Communication English 2ENG1022
2.2.2 Action Verbs
Action verbs should be used abundantly throughout your business writing to promote
your level and achievements. They help make a strong impression.
Use action verbs extensively in business writing. Begin benefit statements with action
verbs but in the active voice.
To help you write any business document that requires you to make recommendations,consider the following advice;
1. Select words in an appropriate register for your reader.
Register: The vocabulary and tone that fits a particular social group.
Examples:
"almost like joining a fraternity or sorority" (more effective for student
audiences)
"or whatever" (more effective in informal, personal communications)
"paradigm shift" (more effective for academic audiences)
"Your existing workforce consists of state-of-the-art robots." (harsh tone)
"Workers today are reluctant to kill themselves for money." (exaggerated
tone. )
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2. Use active rather than passive voice.
Active voice: Uses action verbs.
Passive voice: Uses forms of the verb, "to be," (is, be, am, are, was, were, been)
Examples of Passive Voice:
"What the company is missing is."
"Conclusions have been drawn and recommendations have been made."
Changed to Active Voice:
The company lacks..
The report concludes with recommendations.
3. Use the imperative voice for recommendations:
Imperative Voice: Begins with a verb, assumes the subject, "you."
Explanation: The imperative voice is concise and eliminates the moral tone of "should"
and the overly emphatic tone of "must."
Examples:
"Balance work with the lives of employees."
"Recognize the value of middle management."
"Create self-managed work-teams."
4. Use verbal rather than nominal forms of words.
Nominal forms: Verbs changed into nouns or adjectives.
Examples:
"person-organization fit issues"
"management directed policies"
Verbal forms: Change nouns back into verbs.
Examples: "Company policies fit employee expectations."
"Managers direct policy."
5. Use parallel structure, particularly within lists.
Parallel structure: Phrases that repeat the same grammatical structure.
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Lecture Notes Communication English 2ENG1022
Explanation: Parallelism enables readers to read documents more efficiently.
Example of non-parallel structure:
"Currently, the company has:
a) No defined future goals.
b) Shortsighted without budget and long term mission.
c) Merit system.
d) Do not appear prepared to meet rapid changes."
Example converted to parallel structure:
"Currently the company:
a) Lacks a plan for the future.
b) Needs a mission statement.
c) Rewards merit only for individual production.
d) Adjusts too slowly to market forces."
6. Eliminate Unnecessary Words to Communicate Concisely:
Example:
"My suggestion is that we must begin to socialize our employees into the Lincoln
culture so that they internalize the core values of cost-reduction and high-quality
that Lincoln embraces."Example revised:
"Train employees so they will internalize the core values of the company."
7. Divide long sentences into shorter sentences.
Long Sentences: 25 words or more.
8. Avoid qualifiers.
Qualifiers: Words that weaken claims.
Examples:
"It may be necessary to."
"Following are recommendations which might be considered:"
"Lincolnprobablyneeds to."
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9. Avoid personalizing pronouns, and therefore personalizing problems.
Example:
Change "You need to"
To
"Lincoln Electricneeds to"
Example of Action Verbs;
Clerical or Detail Creative Communication
activated
altered
assembled
approved
arranged
catalogued
classified
collected
compiled
described
dispatched
edited
acted
applied
composed
conceived
conceptualized
created
designed
developed
directed
established
evaluated
fashioned
addressed
arbitrated
arranged
authored
communicated
corresponded
counseled
developed
defined
directed
drafted
edited
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Lecture Notes Communication English 2ENG1022
estimated
executed
gathered
generated
implemented
inspected
listed
maintained
monitored
observed
operated
organized
overhauled
prepared
processed
proofread
published
purchased
recorded
reduced
formed
formulated
founded
illustrated
instituted
integrated
introduced
invented
loaded
molded
originated
perceived
performed
planned
presented
produced
refined
rewrote
updated
enlisted
formulated
influenced
interpreted
lectured
mediated
moderated
motivated
negotiated
persuaded
promoted
publicized
reconciled
reunited
renegotiated
reported
researched
summarized
spoke
translated
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retrieved
screened
specified
streamlined
systematized
wrote
Financial Helping Management
audited
balanced
budgeted
calculated
compared
adjusted
administered
allocated
analyzed
appraised
computed
developed
estimated
forecast
advised
aided
assessed
assisted
brought
clarified
coached
coordinated
counseled
dealt
demonstrated
diagnosed
educated
encouraged
achieved
administered
analyzed
assigned
attained
chaired
conceived
contracted
consolidated
coordinated
decided
delegated
developed
directed
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Lecture Notes Communication English 2ENG1022
forecasted
managed
marketed
planned
projected
reevaluated
reconciled
researched
sold
enlisted
expedited
facilitated
familiarized
guided
helped
inspired
maintained
modified
performed
referred
rehabilitated
represented
supported
upheld
encouraged
evaluated
executed
handled
implemented
improved
incorporated
increased
inspired
launched
led
managed
motivated
organized
outlined
oversaw
planned
prioritized
produced
recommended
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reevaluated
rejected
reported
reviewed
scheduled
strengthened
supervised
united
Research Teaching Technical
clarified
collected
conceived
critiqued
detected
diagnosed
disproved
evaluated
examined
extracted
identified
adapted
advised
clarified
coached
communicated
coordinated
defined
developed
enabled
encouraged
evaluated
analyzed
assembled
built
calculated
computed
designed
devised
engineered
fabricated
inspected
maintained
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2.3.1 Elements of Resume
Differences between CV and Resume
CV
A CV (Curriculum Vit, which means course of life in Latin) is an in-depth document
that can be laid out over two or more pages and it contains a high level of detail about
your achievements, a great deal more than just a career biography. The CV covers your
education as well as any other accomplishments like publications, awards, honors etc.
The document tends to be organized chronologically and should make it easy to get an
overview of an individuals full working career. A CV is static and doesnt change for
different positions, the difference would be in the cover letter(Jorgen Sundberg).
Resume
A resume, or rsum, is a concise document typically not longer than one page as the
intended the reader will not dwell on your document for very long. The goal of a resume
is to make an individual stand out from the competition.
The job seeker should adapt the resume to every position they apply for. It is in the
applicants interest to change the resume from one job application to another and to
tailor it to the needs of the specific post. A resume doesnt have to be ordered
chronologically, doesnt have to cover your whole career like and is a highly
customizable document(Jorgen Sundberg).
CV Resume
Long Short
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Lecture Notes Communication English 2ENG1022
Covers your entire career No particular format rules
Static Highly customizable
Elements
An effective resume is composed of information that employers are most interested in
knowing about a prospective job applicant. This information is conveyed by a few
essential elements.
The following is a list of elements that are found in most resumessome essential,
some optional. Later in this chapter, we will further examine the role of each of theseelements in the makeup of your resume.
Heading/Personal Information
Name
Current and Permanent address
Telephone number
E-mail address
Objective and/or Keyword Section
In one short sentence summarize your goal for your job search. The goal statement
should be related to the specific position for which you are applying. It is also effective
to highlight your skills in the goal statement.
Examples;
Seeking a position as a social worker providing service to the aged.
Seeking a position that utilizes my skills in counselling, research, and proposal writing.
Work Experience
Internships, Volunteer work (Include position title, company/organization, city/state,
dates and a brief list of the job duties)
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Education
High school name, IPTA/IPTS
City and State
Date of graduation
Course Highlights (courses directly related to the job or your career field and special
abilities)
Certificates
Honors
Academic, musical, athletic and or other recognition. (Include name of the award/honor,
who awarded it, and when it was awarded.)
Activities
Include your role in the position, the organization and dates.
Example:
Captain, Sekolah Menengah Sains Kuala Terengganu, Volley Ball Team, 2003-2005
PublicationsTitle and Type (Note, Article, etc.)
Title of Publication (Journal, Book, etc.)
Publisher
Date Published
Professional Memberships
Name of Organization
Office(s) Held
Activities
Dates
Special Skills
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Lecture Notes Communication English 2ENG1022
Soft skills: (being responsible, loyal, hardworking, energetic, outgoing.)
Hard skills: (research and writing, Microsoft word 98, Microsoft Publisher 2000, Public
speaking.)
References
Teacher/Professor
Work supervisor (current or past)
Character reference (Headmaster, youth group leader or someone who knows you well)
Include the name, relationship to you, organization, contact phone numbers.
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Examples 1 of Resume(1 Page)
F A R I D A H
M I H A T
428 Jalan Kucai Taman Pelabuhan, 60016 JHR
[email protected] 012-555-xxx
C A R E E R G O A L
Obtain a position as an advertising copywriter
E D U C A T I O N
B.A. in English
Help University, KL
June 2000
E X P E R I E N C E
Copywriter, June 2000 to Present
H & J Book Publishers, Kuala Lumpur, MY
Create copy for ad campaigns designed to promote textbook publishers lineof books in trade magazine and newspapers.
Assist marketing and editorial departments with sell copy for book catalogs,direct mail pieces, and trade show materials.
HEADER/PERSONAL
OBJECTIVE
EDUCATION
WORK
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Lecture Notes Communication English 2ENG1022
Excellent attention to detail and respect for deadlines; creative approachesto projects within dictated structure set by advertising management.
Worked with graphic artists to create caption copy.R E F E R E N C E S
Available on request
Examples 2 of Resume(2 Pages)
MAT LUTFI BIN
MAT
10 Taman Damai Kluang, 53309 JHR
Home: 018/555-xxx E-mail: [email protected]
JOB OBJECTIVE
Obtain an entry- level position in a multimedia production
company
ACCOMPLISHMENTS
GRAPHIC DESIGN
* Created concept and layouts
* Managed production department of publishing company
* Oversaw typography, printing, and binding
AUDIOVISUAL
* Shot still photographs for a pictorial essay
* Served as freelance photographer for various publications
* Handled portrait work and advertising photography
WRITING
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REFERENCES
HEADER/PERSONAL
OBJECTIVE
ACTIVITIES
mailto:[email protected]:[email protected] -
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* Edited course catalogs for a university
* Contributed articles to campus newspaper
* Reviewed manuscripts for publisher
WORK HISTORY
Helicon Publishing, Inc., Selangor, MY
Production Manager, 1999 - present
Freelance Graphic Designer and Photographer, Selangor, MY
1997 present
Hosni Advertising, Inc., Johor, MY
Graphic Designer, 1996 1997
EDUCATION
Sekolah Sri Pekan, Pahang, MY
Science Stream, December 1992
SEGI College, Selangor, MY
Computer Graphics, Photography, May 1995
SEGI College, Selangor, MY
B.A. in Art, June 1998
FREELANCE CLIENTS
New Age Books, Selangor, MY
Trends in Design, New York, NY
Detroit Free Press, Detroit, MI
HONORS
Leadership Award
KL Publishers Conference, Spring 1997
WORK
EDUCATION
PROFESSIONAL
HONORS
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Lecture Notes Communication English 2ENG1022
Best of Show Award
Lim Kok Weng School of Design Annual Photo Exhibit, 2000
REFERENCES AVAILABLE UPON REQUEST
2.4.1 Job Application (Resume)
An application for employment, job application, or application form (often simply called
an application) is a form or collection of forms that an individual seeking employment,
called an applicant, must fill out as part of the process of informing an employer of the
applicant's availability and desire to be employed, and persuading the employer to offer
the applicant employment. Resume always accompanies the cover letter. Both set forth
your abilities and talents in combinations.
Details of your work and educational experiences must be selected with care. Always
remember to gather up information you need about your education and work
experiences.
Make sure that you include details:-
from your education: your college major, your degree and your professional
certificates or licenses; your knowlegde of computers; your proficiency in
languages.
from your work experiences include these details: your job title, place ofemployment, and dates of previous jobs, your duties, tasks performed, and
achievements.
Use the following list of action verbs to help make your work experiences come alive:
ENG1022 Rev #:00 Date : 1 Nov 2011 Sem 2 Page 27
REFERENCES
http://en.wikipedia.org/wiki/Form_(document)http://en.wikipedia.org/wiki/Employmenthttp://en.wikipedia.org/wiki/Form_(document)http://en.wikipedia.org/wiki/Employment -
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A final word. Most companies prefer a brief but complete one or two page resume and
expects it to be expertly edited. A sloppy, untidy resume will suggest that you may have
little or motivation in the position, consequently, spend time preparing your resume so
that it serves as your professional introduction to a prospective employer.
Your resume need to consist the Elements of Resume.
2.4.2 Resume Basics for Print and Electronic Format
As a first step in creating a resume, examine what a resume is and consider what it can
and cannot do. The word resume describes a one- or two-page summary of yourskills, training, and employment history. Although resumes traditionally have been
submitted on paper, they are increasingly sent in electronic form over the Internet.
Whatever a resumes form, the idea is to highlight specific parts of your past that
demonstrate that you can do a particular job well(Mike Farr).
Length- Make Every Word Count
One or two pages usually enough
In most cases, busy employer will not read your resume at all
If you need to add a lot of information(examples more than 10 years of
experience), two pages is maximum
Administered, analyzed, approved, arranged,
conceived, conducted, contracted, controlled,
coordinated, created, designed, developed,
directed, enlarged, established, examined,
expanded, guided, implemented, improved,
invented, investigated, managed, organized,
planned, presented, recruited, researched,
reshaped, revised, scheduled, strengthened,
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Lecture Notes Communication English 2ENG1022
Use bigger font size(for less personal information) or smaller font size(for
advance position such as managerial, professional and technical postion/more
than 10 years of experience)
Use smaller or bigger margin between information to suit your personal
information
Write a long draft and edit as much as possible. If a word or phrase does not
support your job objective, consider dropping it. Force yourself to shorten your
resume to include only those words that build a case for why you should get an
interview. You can start by putting down too much information to make sure
youre not leaving anything out or short changing yourself. But then you need to
boil it all down to the essential information(Mike Farr).
Eliminate Errors
It is essential to do proofreading
Ask your friend or someone else who is good in proofreading to look for
typographical, grammatical, or punctuation errors.
After youve read your resume, read it again to make sure you catch the errors.
Use Action Words and Stress Accomplishments
Write positive, factual statements, which show a pattern in your skills, interests,
education, and experience making you a fit for the opportunities you are seeking.
Organize information so that the reader can easily see the pattern in your
background that makes you a good candidate.
The experience section of the rsum will be the largest including both paid and
unpaid experiences.
Be concise, use past tense verbs, avoid first person pronouns (I, me, my).
All resumes can start to sound alike. But, if you highlight accomplishments, you
will set yourself apart from your competition by showing employers how you can
add value(Mike Farr).
Resume Action Words and Phrases
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Personal Qualities Skills and Abilities Describing Experience
enthusiastic
competent
organized
motivated
effective
responsible
assertive
risk-taker
fast learner
trustworthy
talented
cooperative
dedicated
efficient
achiever
resourceful
willing worker
dynamic
reliable
planned
conceived
supervised
led
solved problems
wrote
composed
developed
created
delegated
understood
implemented
trained
taught
instructed
assisted
communicated
recruited
modified
comprehensive
successful
broad
intensive
solid
general
specific
extensive
complete
consistent
diversified
effective
in-depth
scope
varied
consistent record
of .
(growth, promotion
achievement, etc.)
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Lecture Notes Communication English 2ENG1022
punctual
capable
poised
courageous
endurance
curious
creative
enterprising
skilled
team member
self-starter
able
progressive
challenge-oriented
work well with others
work well under
pressure
problem solver
designed
innovated
prioritized
scheduled
practiced
initiated
organized
synthesized
completed
economized
interpreted
coordinated
computed
analysed
directed
compared
installed
managed
invented
negotiated
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worked in
harmony
diverted
persuaded
operated
precision work
researched
evaluated
appraised
public speaking
budgeted
administered
bilingual
conducted
expanded
demonstrated
spelled
Describing Success or Accomplisment
sold
purchased
raised funds
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Lecture Notes Communication English 2ENG1022
made policy
strategized
designed
produced
planned
motivated
developed
supervised
hired/fired
accomplished
achieved
reorganized
exceeded goals
saved
served
helped
coordinated
restored
profits
influenced
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promoted
contributed
crisis intervention
administered
motivated
reduced(expenses, losses)
introduced new concepts increased(production, profits)
improved
established
(Gustavus Adolphus)
Make It Look Good
Appearance will effect first impression of your working effort-Is your resume well
laid out? Is it crisp and professional looking? Is it easy to read?(Mike Farr).
Photocopy and print with precise and high quality printer and photocopy machine
such as Laser Printer, Laser Colour Printer and Laser Photocopy Machine.
Use typing software such as Microsoft Word, Open Office, Typing Master Pro,
Typing Instructor Platinum etc.
Make sure to have numbers of copies of your resume with same quality as the
originals.
Papers come in variety of qualities so make sure do not print your resume on the
thinnest paper because it will affect the impression of how your professionalism.
Write It Yourself
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It is most important that your resume represent you and not someone else. Present
your own skills and experience, and support them with your own accomplishments. If
you do not have good written communication skills, get help from someone who does,
such as a professional resume writer. Just make sure that you are familiar with whats in
your resume and that it sounds like you wrote it(Mike Farr).
Example 1
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Example 2
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Example 3
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Exercise 1
Complete the table below.
Experiences Activities
1. Volunteer
1. In
School
2. Out of
school
2. Work
Skills
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Service to your
Community, school,Sports, clubs, organizations
WHO for ?WHAT
Youth group/choir, 5S, sports
etc.
What can you do? What can you offer an
employer? (computer, communications,
bilingual, use of tools, punctual, organized?
Paid jobs that you have done in
a business, for a project,
WHAT WHO for ?
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Exercise 2
From the activity at Exercise 1, prioritize your Experiences and Activities which
demonstrate leadership, and fill in the Resume form below.
After you have finish completing the form, give your activities resume to your lecturer, or
guidance counselor, or the College & Career Center to look over.
[Title: Resume]
Full name
Contact details
Contact telephone number: (area code) number
Mobile telephone number: full number
Email address: full address, case sensitive
Postal address: Street number
City STATE Postcode
Career objective
[Give a short summary of the kind of work that you would like do and the skills you would like
to develop. Try to think of this job as part of a career you would like to do for the next five to
ten years]
Employment history
[You might list all the jobs or voluntary work you have done. Or you might just put down the
jobs that will be most relevant to the places you are applying for. List each job by the year you
started and the year you ended work there. Start with the most recent job you have held]
[month year-month year]
[Name of the store]
[Indicate if it was work experience]
[skill]
[skill]
[month year-month year]
[Name of the store]
[Indicate if it was work experience]
[skill]
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[skill]
Education
[Start a list of the highest and most recent qualifications you have and end with the last year
of high school that you completed. If you graduated from high school, write down the last two
years of your high school certificate]
[Year gained degree]
[Name of course or degree]
[Name of TAFE or University]
[Year gained degree]
[Name of course or degree]
[Name of TAFE or University]
[First year-last year]
[Full name of secondary school]
[State]
[Name of Certificate]
Short courses
[Name of educational institution]
[Title of the course, and the date you were awarded it]
Relevant skills
[List the most important skills that you have gained from your paid or volunteer work, or
education that may be needed in your new job. e.g. customer service]
[skill]
[skill]
Special achievements
[Give the title and date for any work or skills related awards you may have achieved]
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Hobbies and interests
[Pick activities that might bring skills to your new job. For example, mentioning any sporting
clubs you belong to might show that you have team skills. Just provide the name of the club
or the name of the hobbies that are relevant]
Referees
[Try to supply contact details for three people that you have recently worked for either in a
paid or volunteer work or teachers you have studied with at school, TAFE or university]
Full name
Position title, Business or educational institution
(area code) phone number
mobile phone number
Full name
Position title, Business or educational institution
(area code) phone number
mobile phone number
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2.5.1 Job Application (Cover Letter)
The final step before distribution of your resume is to write your cover letter. Though
there may be instances where you deliver your resume in person, you will usually send
it through the mail or online(VGM, 2003).
Application letters are business letter that you write to prospective employers giving
such information as educational qualification and relevant working experience to get an
interview. This in turn would result in a job offer if it is in your favour.
A good application letter will create a favourable impression on your future employer
because your future depends on your convincing your prospective employer that you
are just the person he is looking for. It is beetr that you respond to the advertisement
only if you have the required skills. Demonstrate that you have carefully considered the
job requiremenbts in the advertisement. Your application is assessed mainly by weather
you have the desired qualifications, experience, skills or technical competence:
In the letter of application (cover letter) you have to include;
1. Your name and address (unless it already appears on your personal letterhead)
and your phone number(s); see item 7.
2. The date.
3. The name and address of the person and company to whom you are sending
your resume.
4. The salutation (Dear Mr. or Dear Ms. followed by the persons last name, or
To Whom It May Concern if you are answering a blind ad).
5. An opening paragraph explaining why you are writing (for example, in response
to an ad, as a follow-up to a previous meeting, at the suggestion of someone you
both know) and indicating that you are interested in whatever job is being offered.
6. One or more paragraphs that tell why you want to work for the company and
what qualifications and experiences you can bring to the position. This is a good
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place to mention some detail about that particular company that makes you want
to work for them; this shows that you have done some research before applying.
7. A final paragraph that closes the letter and invites the reviewer to contact you for
an interview. This can be a good place to tell the potential employer which
method would be best to use when contacting you. Be sure to give the correct
phone number and a good time to reach you, if that is important. You may
mention here that your references are available upon request.
8. The closing (Sincerely or Yours truly) followed by your signature in a dark ink,
with your name typed under it.
You should add in this details;
Introduce yourself to the employer and give the reason for your interest in the job
or organization
Highlight your background and qualification for the job briefly. Invite the reader to
consider the information in the resume for details.
Ask for an interview for the job at the respondents convenience.
2.5.2 Characteristics of Good Cover Letter
There are many different styles of cover letters in terms of layout, level of formality, and
presentation of information(VGM, 2003). There are certain characteristics that differ a
good cover letter to one another. These characteristics include;
First paragraph that sparks readers attention
Paragraph that focuses on company needs and demonstrate problem solving
Paragraph that highlights relevant education and experience
A statement of appreciation
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Sample:
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26- A Jalan Pelangi iii,
26700 Bandar Muadzam Shah
Pahang
14 May 2011.
The Personnel manager
INFO Computer Syatems Sdn Bhd
67 Jalan Tuanku Abdul Rahman
50700 Kuala Lumpur
Dear Sir,
Vacancy for Computer programmer
I would like to be considered as a candidate for the Computer Programmers position
advertised in the New Straits Daily of 12 May 2011.
I am currently finishing my degree in Computer science at the Universiti Tenaga Nasiaonal,
Malaysia. I have taken every computer course offered at the university and have a solid
background in the following computer languages: FORTRAN, BASIC, RPG and COBOL. In
addition to my computer background, I have supplemented my education with business and
mathematics courses.
My knowledge in computers and business management goes beyond]d my formal classroom
education. In the past few months I have worked part time with RAMGATE Computers of
Selangor, where I have gained experience in sales and inventory control. Also, on my own
initiative, I designed a demonstration program for RAMGATE TRS 80 micro computer
and developed promotional material for the program.
In short, I believe that I have up to date computer background and the professional drive
needed to contribute to your organizational. I enclose a copy of my resume to give you
further details of my experience. I would be pleased to attend a personal interview at your
convenience when I can explain my qualification more fully.
I look forward to a reply from you.
Yours faithfully,
..
(Azel Azam Nair)
Enc (1)
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2.6.1 Letter of Apology
In businesses, errors in transactions are unavoidable. Sometimes it may be caused by
your employees. But sometimes, you may have committed the mistake. Instead of
focusing on the error that was done, better concentrate on measures that you can do to
remedy the issue.
You can't please everyone. At some point on your professional path, you'll do
something silly: offend a client, annoy a customer, give shoddy service or even be in the
wrong place at the wrong time. And you'll have to apologise(Tiffany Markman, 2009).
There are points that you have to consider when you explain an error you have made.
Write as you talk but be considerate and sincere with your tone.
The letter should not be lengthy yet brief and concise.
Make sure you include all the needed information. Explain why the error
occurred.
Accept your mistake and take responsibility for it.
Assure your customers that the incident will never happen again.
And lastly, proofread your letter before you hand them to the customers.
Sample expressions:
1. The introduction takes an apologetic tone:
We deeply regret ......
We regret to inform you....
We apologize for the mistake...
2. Giving explanation/ Justification:- The expressions with the result that....
Our supplies had low stocks, with the result that we were obliged to
suspend work
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3. Rectify/ Solving Problem:
....delivery will be made towards the end of this month.
4. Conclusion: close the letter by apologizing again.
We are deeply sorry for any inconvenience caused....
Once again we apologize for any inconvenience caused......
We apologize once again forany inconvenience caused...
Sample Letter of Apology
A Letter of Complaint
The Reply
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Dear Madam,
Delay in Receiving Order (Ref: Item 2 A453 Seedings)
In it is just unfortunate that we have not heard about the matter from your company since we
placed an order for the obeve item on 12 July 2011.
Please note that the supply should continue until the end of this year, as per our contract and we
need to be informed if there is any alteration to it.
Thank you.
Yours faithfully
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Exercise
Write a reply letter of apology based on the letter below.
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Dear Ms,
We thank you for your order dated 12 th July, which is receiving our attention.
With respect to Item 2 A453 Seedings, we regret that owing to a series of adverse factors we
have been obliged, temporarily, to reduce production, which will mean delay in delivery of between
two and three weeks.
We trust that this will not unduly inconvenience you.
Yours faithfully
Dear Sir,
Out Order No 992 Car Parts
It is now over two months since we sent in the above order, and we are still awaiting delivery.
We regret that unless you are able to give us an assurance of delivery within the next two weeks
at the outside, we shall be obliged to cancel the order.
Please treat this matter as urgent.
Yours faithfully,
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