Department of Management College of Economics, … · The communication process includes the...

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Department of Management

College of Economics, Management, and Information Systems

Course Material

for

Technical Writing for Business (BUSI 267/205)

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Course Description

The course is aimed at giving students exposure in effective and efficient business writings using

the technical business vocabulary. The students will learn to analyze and interpret technical

business information and communicate effectively (in writing) using the vocabulary of the

business and technical worlds. This course will emphasize on developing the skills of students

necessary to gather, present, and interpret information for various types of technical business

writings. Emphasis will be placed upon clear, concise, coherent writing and on the various

characteristic formats for technical letters, as well as a formal/report. Various types of documents

typical of technical writing will be introduced, and the student will practice each one.

Course outcomes

At the end of the course, students should be able to-

(1) Explain the process of communication, its purpose, process, channels and barriers.

(2) Describe business/technical writing and how it is different from other writings.

(3) To write different types of business letters and be able to edit their own written letters

(4) To write different types of business letters such as job applications, acceptance and

rejection of job applications, order letters, order acknowledgements, order dispatch letters

and Adjustment letters.

(5) Employ sound principles of layout and design in creation of finished documents, and

include appropriate visual support wherever required.

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Table of contents

Lesson 1 : Business Communication

Lesson 2 : Business Writing, Technical Writing or Workplace Writing

Lesson 3 : Writing Business Letters

Lesson 4 : Job Search Cover Letters r Letter of Application

Lesson 5 : Rejecting an Application, Calling for Interview and Writing

Letters of Thanks

Lesson 6 : Business Letters

Lesson 7 : Responding to request letters

Lesson 8 : Placing, Acknowledging and Delivering Orders

Lesson 9 : Complain Letters

Lesson 10 : Adjustment Letters

Lesson 11 : Memos and E-mails

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Lesson 1

Business Communication

Learning objectives

After studying this chapter students should be able to-

Define what is business communication and why it is important to learn business

communication

Explain various types of business communication and different channels used for

business communication.

Describe various to communication and ways to ensure effective communication

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Concept of communication

Communication begins when one person sends a message to another with the intent of evoking a

response. Effective communication occurs when the receiver interprets the message exactly as

the sender intended.

Effective communication is essential for the functioning of any organization.

Managers need to transmit orders and policies, build cooperation and team spirit, and

identify problems and their solutions.

Employees need to clarify directives, provide feedback, and make their problems known.

Team members need to share feelings and perceptions to solve problems and resolve

conflicts.

Communication in organizations serves three major purposes. It allows members to

Coordinate actions,

Share information, and

Satisfy social needs.

The word “communicate” is derived from the Latin word “communicare”, which means - to

share, exchange, send, and transmit. A number of definitions have been given to the term

“communication”. A few important ones are:

Definitions:

Communication is sum of all things, one person does when he wants to create understanding in

the mind of another. It is a bridge of meaning. It involves a systematic and continuous process of

telling, listening and understanding. (Allen Louis)

Communication in its simplest form is conveying of information from one person to another.

(Hudson)

Communication is an exchange of facts, ideas, opinions or emotions by two or more persons.

(George Terry)

Important characteristics of communication

Communication is a two way process.

Communication always happens between or among two or more persons or parties –

sender and receiver.

Communication involves exchange of facts, ideas, feelings or thoughts.

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Communication uses verbal ways like words spoken or written, or non-verbal ways like

gestures, postures, etc.

Communication needs a mutuality of understanding between sender and receiver.

Purposes of communication

The purpose of communication may be to:

1) Initiating action

When a person feels a need to communicate to another, he/she initiates the

communication. Initiating action may be achieved by two basic categories of

communication.

a) Expressing needs and requirements

b) Persuading and motivating others.

2) Imparting information

Imparting information, feelings, ideas and beliefs etc., this may have any number of

specific reasons.

a) Creating awareness

b) Creating understanding

c) Influencing others etc.

3) Establishing relation:

Establishing, acknowledging and maintaining relations with other people, is vital function

of communication.

The Communication Process / Cycle

Before the communication can take place, a purpose, expressed as a message to be conveyed is

needed. It passes between a source (the sender) and a receiver. The message is encoded

(converted to a symbolic form) and passed by way of some medium (channel) to the receiver.

The receiver translates (decodes) the message initiated by the sender to understand the contents

of the message, and replies the message (feedback). The result is the transfer of meaning from

one person to another.

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Communication Cycle Diagram

Components of Communication Cycle

The main components of communication process are the sender, the receiver, the message and

the channel. The communication process includes the sequential steps of encoding, transmission

and decoding.

The Source / Sender: The source or sender is the person or place from where the message being

communicated emerges. The sender desires to communicate to the receiver some idea, feeling,

or intention. An idea is generated which is then translated to into words or symbols called

message.

Encoding: After the sender generates the idea, he/she translates this idea into words, symbols or

actions. This act of producing a symbolic message, for example, spoken or written is called as

encoding. Encoding is thus translating the information into a format that will get the idea across

to the receiver.

The Message: The message is the actual physical outcome from source encoding. For example,

when we speak, the speech is the message or when we write, it forms the message.

The Channels: The channels are the media through which the message travels from the sender

to the receiver. It is selected by the sender, who must determine the appropriate medium to

Sender / Source

Message

Receiver

Feedback/reply

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transmit the message – formal or informal, verbal or non-verbal, spoken or written; depending

upon the circumstances in which the communication is initiated.

Receiver: The receiver is the person or place to whom the message is directed or sent.

Decoding: When the receiver receives the message he/she will try to understand the content of

the message. This act of understanding the message is known as decoding. Here the receiver tries

to decode the message to develop the appropriate understanding of the message.

Feedback: The receiver after understanding the message replies to the sender. This reply to the

original message is known as feedback. The feedback forms the final loop in the communication

process. Feedback is the check on how successful we have been, in transmitting the message as

originally intended. The feedback gives the sender a clear picture as to whether the

communication made was successful or not.

In this reversal, the receiver now becomes the responder and the original sender becomes the

receiver, and the process continues.

Barriers to Communication

These are the internal or external influences which do not allow the message to be transmitted

properly. These communication barriers occur in everyday business communications.

Misinterpretation or misunderstanding occurs when the receiver understands the message to his

or her own satisfaction but not in the sense that the sender intended. Misinterpretation can be a

consequence of sender or channel noise, poor listening habits, erroneous inferences on the part of

the receiver, or differing frames of reference.

Frames of Reference: A combination of past experience and current expectations often leads

two people to perceive the same communication differently. Although each hears the actual

words accurately, he/ she may catalogue those words according to his or her individual

perceptions, or frames of reference.

Semantics: Semantics pertains to the meaning and use of words. This is especially true when

people from different cultures are trying to communicate.

Value Judgements: When a receiver evaluates the worth of a sender's message before the sender

has finished transmitting it. Often such value judgements are based on the receiver's previous

experience either with the sender or with similar types of communications.

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Selective Listening: When a message conflicts with what a receiver believes or expects,

selective listening may cause the receiver to block out the information or distort it to match

preconceived notions. For example feedback to an employee about poor performance, may not

be "heard" because it doesn't fit the employee's self-concept or expectations.

Filtering: Filtering is selective listening in reverse; in fact, we might call it "selective sending."

When senders convey only certain parts of the relevant information to receivers, they are said to

be filtering their message.

Distrust: A lack of trust on the part of either communicator is likely to evoke one or more of the

barriers mentioned above. Senders may filter out important information if they distrust receivers,

and receivers may form value judgements, make inferences, and listen only selectively.

Effective Communication

Effective communication requires considerable skill in both sending and receiving information.

Clarity of Messages: A sender can take the initiative in eliminating communication barriers by

making sure a message is clear and credible and that feedback is obtained from the receiver to

ensure that understanding is adequate.

Develop Credibility: The credibility of a sender is probably the single most important element

in effective interpersonal communications. Sender's credibility is reflected in the receiver's belief

that the, sender is trustworthy.

Feedback: Effectiveness of communication depends on feedback. Feedback can be used to

clarify needs and reduce misunderstanding to improve relationships and keep both parties

updated, to determine which issues need further discussion, and to confirm all uncertain verbal,

vocal, and visual cues.

Communication Channels Used in Organizations

To meet its business and task needs, any business organization will be required to communicate

with the people within and outside the organization.

Internal Communication: The communication made by the organization internally within the

organization is called internal communication, such as, communication with or between

employees; or communication of one department with another.

External Communication: The communication made by the organization with the external stakeholders

such as, customers, suppliers, investors, banks, financers, shareholders etc.

All communications made by the organization whether internal or external may be Formal or Informal.

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Formal Communication: Formal communication whether internal or external follows the established

chain of command or line of hierarchy, and is made under proper code of procedures and guidelines. The

formal communication within the organization may be categorized as:

a) Downward Communication: The downward communication is the communication which

flows from higher levels of hierarchy to lower levels.

b) Upward Communication: The upward communication is the communication which flows

from lower levels in the hierarchy to higher levels.

c) Horizontal Communication: Horizontal communication takes place among peers (people at

the same hierarchy level) and can cut across departments and work groups.

Informal Communication: Informal communication channels exist to serve the interests of those

people, who make them up, regardless of their positions in the organization. They are not formally

sanctioned by management and do not follow the organization's hierarchy; however, informal

communications are often perceived by employees as more believable than communications received

through formal organizational channels. Some typical informal channels are the grapevine, social

gatherings, informal one-to-one discussions, and small-group networks.

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Types of communication

Since the objective of this course is to make you understand and comprehend, what technical

writing in business is and to gain skills in effective technical writing, this course here onwards

will focus and concentrate on written communication (technical writing) as used in business.

Verbal Communication Non-verbal Communication

Written Communication:

Letters

Memos

Emails

Notices

Orders

Enquiries

Complaints

Replies

Spoken Communication:

Meetings

Discussions

Instructions

Conversations

Body Language:

Facial expressions, Eye contact,

Postures, gestures, body shape, Smell or

touch, silence or loud etc.

Sign Language:

map, organizational charts, bill boards,

way signs, decorations etc.

Circumstantial Language:

Proxemics (Space) – use of space

around the person

Surroundings – location, furnishings,

decoration, lighting etc.

Chronemics (Time) - Punctuality, time

management, time utilization etc.

Paralanguage:

pitch, tone, volume, speed, accent,

emotions, truthfulness, hesitation etc.

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Lab Practice 1

Review Use of the ‘Present Simple’:

PAIR WORK

Task 1: Make pair with one of your class mates. Interact with him/her as if you are

meeting for the first time. Ask your partner the following questions and note

down his/her answers. After you are done, reverse the roles.

1. How are you? ______________________________________________________________

2. What is your name? _________________________________________________________

3. Where do you come from? ____________________________________________________

4. Where do you live? _________________________________________________________

5. How far is your place from the university? _______________________________________

6. Are you staying in the hostel? _________________________________________________

7. What is your major of studies? ________________________________________________

8. Why do you choose this major? ________________________________________________

9. Which languages can you speak? _______________________________________________

10. What is your mother tongue (first language)? _____________________________________

11. Have you ever been to Muscat? ________________________________________________

12. Which places in Muscat do you like? ____________________________________________

13. Which place in Muscat is your favorite for shopping? ______________________________

14. How much pocket money do you get from your home? _____________________________

15. How much money you spend a week? __________________________________________

16. What are your hobbies? _____________________________________________________

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Task 2 (Pair work): Ask your partner questions starting with ‘How’ to get the following

answers?

Example: I am 20. How old are you? / What is your age?

1. He goes round the village for morning walks. _____________________________________

2. There are three helpers in this office. ____________________________________________

3. This computer is expensive. Its price is OMR 500. __________________________________

4. He is 22. ___________________________________________________________________

5. His home is 25 km from this place. ______________________________________________

6. My father is doctor. __________________________________________________________

7. I am from Ibri. ______________________________________________________________

8. His brother is 25 year old. _____________________________________________________

9. I stay in the hostel. ___________________________________________________________

10. I study in University of Nizwa. ______________________________________________

Task 3 (Pair work): Ask your partner the following questions using the frequency

adverb “often”, and get the answers using one of the following

frequency adverbs (often, rarely, sometimes, never).

Example: How often do you go to a gym? I rarely go to a gym.

1. __________________ travel by bus? ____________________________________

2. ___________________ read a newspaper? ____________________________________

3. ___________________ play a sport? ____________________________________

4. ____________________ go to a cinema? ____________________________________

5. ____________________ visit your friends? ___________________________________

6. ____________________ eat in a restaurant? ___________________________________

7. ____________________ forget your homework? ______________________________

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Task 4: Review: the ‘present progressive’

Read the following:

1. What are you doing? I am

You, We, They are eating.

He, She is

For Example:

1. What are you doing this weekend? I am going to Muscat with my friends.

2. What is she doing now? She is doing her homework.

Are you going to Muscat this weekend? (Interrogative)

I am going to Muscat this weekend. (Positive)

I am not going to Muscat this weekend. (Negative)

Task 5: Change the following questions in Present Progressive.

Example: Do you go to the tuition classes? Are you going to tuition classes tomorrow?

1. Do you often visit this company? _______________________this company next month.

2. What do you usually have for lunch? ______________________ for lunch today?

3. Do you take the university bus? __________________the university bus tomorrow?

Task 6: Change the sentences into Negative form.

Example: My father is a doctor. My father is not a doctor.

1. He is the head of Management Department. ____________________________________

2. He works at University of Nizwa. ____________________________________

3. I am his friend. ____________________________________

4. He owes you money. ____________________________________

5. My friend is in the hospital. ____________________________________

6. Switch off the AC. ____________________________________

7. Start the car. ___________________________________

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8. Lend him your car. ___________________________________

9. He is coming. ___________________________________

10. I will be there today. ___________________________________

11. We are sending you the goods today. ___________________________________

12. The weather is hot in Muscat today. ___________________________________

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Lesson 2

Business Writing or Technical Writing or Workplace Writing

Learning objectives


Define what is business writing or technical writing

Explain various characteristics of business writing

Understand the basic framework or guidelines for business writing

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Introduction:

Business writing is the written form of communication which the people perform in connection with their

work. The writings (letters) deal with the main work or activities of the businesses or professions or

vocations of their writers. For example, a business person, executive or manager might find it necessary

to write to members of his staff, reply to job applications, respond to sales enquiries, place orders,

acknowledge correspondence, and reply to complaints etc. Also, he or she might have to discuss internal

administrative matters with managerial colleagues, or make reports to seniors and/or directors.

Business letters, therefore, deal with the main work or activities of the businesses or professions or

vocations of their writers.

The term ‘business letters’ also refer to letters written by people such as accountants and auditors,

lawyers, educationists, doctors, architects, engineers, and others - who refer to themselves as being in ‘the

professions’ and not in business.

However, in general the letters they write in connection with their professions or vocations need to

conform to the same rules as those which are written by business people.

What is Technical writing?

Technical Writing is a skilled approach to business writing that “transfers information about a situation,

product, service, or concept etc. to audiences of varying levels of technical knowledge, so that each

member of the audience clearly understands the message.

The word “technical” means skilled, specialized, and strict. Therefore technical writing in business refers

to skilled writing that adheres to rules, procedures and protocols.

There are varieties of reasons why business letters have to be written is huge, as is the variety of

circumstances which necessitate them. And, of course, much depends on the activities in which a

particular enterprise is engaged and on the work performed by a particular executive or other employee.

Some enterprises send and/or receive very few letters, whilst other enterprises send and/or receive large

numbers of letters every working day. Some business people and managerial staff write relatively few

business letters, whilst others might spend large proportions of their working hours writing such letters, as

well as reading the many received.

No person can hope to succeed in business without being able to write GOOD business letters.

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Characteristics of Technical Writing

Characteristics of

Technical Writing

Description of Characteristics

Understanding Why

You are Writing

(Purpose)

Is the purpose of writing…

a) To inform: to provide information without expecting any action on

the part of the reader?

b) To instruct: to give information in the form of directions,

instructions, procedures, so that readers will be able to do

something?

c) To propose: to respond to a request for proposals (RFP) or to

suggest a plan of action for a specific problem?

d) To recommend: to suggest an action or series of actions based on

alternative possibilities that have been evaluated?

e) To persuade: to convince readers to take action, to change their

attitudes or behaviors based on valid opinions and evidence?

Writing for the

Audience

Since the goal of technical writing is information transfer (sending a clear,

noise free message), what you say and how you say it depends on the

audience. It is important to understand who is reading the document so that

the information you convey is transferred effectively.

Satisfying Document

Specifications

(Genre/Type of

Document)

Document specifications include…

Adherence to document type (genre)--understanding what is expected in

different types of communications such as writing an email, memo or a

formal letter.

Format-- different document types specify a specific format to be followed

with regard to

--font

--margins

--labeling for figures and graphics

--line and paragraph spacing

--number of words per document or per section

--section headings and subheadings

Providing Accurate

Information

Being truthful and accurate are the cornerstones of technical writing.

Technical writing is rarely about opinion. It is scientific writing based on

facts. Providing inaccurate, insufficient or wrong information causes

readers to question writers credibility and reliability.

Organizing

Information Logically

and Linearly

In general, technical writing is organized in a direct, linear format. ALL

technical documents have a clear

Introduction: this is where you provide motivation and context/background

for the topic/material/information being presented in the document; always

provide the “big picture” before jumping into the technical details

Body: this is where the information is explained upon and where technical

details are given

Conclusion: this is where the main points are re-emphasized and where the

“big picture” is once again discussed and action required is suggested.

Expressing

Information Clearly

While you may be able to say the same thing in a variety of ways, being

clear and direct are the most important characteristics of technical writing.

Expressing information clearly is crucial; you NEVER want to make your

reader work harder than necessary to understand the

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message/idea/information you are conveying.

Sentences must have a single meaning with no room for ambiguity.

Technical writing should be direct, not suspenseful.

Making

Ideas/Information

Accessible

Technical writing is known for its use of headings and subheadings and

for the way information is made easily accessible by grouping material into

“chunks.”

Paragraphs are usually much shorter in technical writing than in other types

of writing.

Pages full of text only and long paragraphs are discouraging to readers.

Readers want to be able to quickly access information, and the best way to

help them find the info they need is to provide them with visual cues such

as descriptive headings, and to make use of numbered lists and bulleted

items.

Tips to write a good business letter

Body Contents Examples

Opening or Introduction Why are you writing?

Refer to a previous letter,

contact, document, reference or

interaction.

Thank you for your letter of…….

With reference to your letter …….

I am writing in connection with……

Refer to our telephonic conversation…..

Refer to our meeting dated ………….

Refer to my meeting with Mr. Smith……….

Purpose as to why you

are writing – provide all

relevant information

Give information

Ask for information

Provide all relevant details

We are pleased to inform you ……..

We are sending …………..

Would you please send us………….

We would be grateful if you could……….

I am enclosing ………………

Attached herewith is ……………..

Response – action

(conclusion)

Action the reader should take

Action that you will take

Give a deadline if necessary

Please send us the goods immediately……

Please respond to the offer before…… (date)

If the goods are not sent within 3 days ……..

If the offer is not availed in 3 days………..

Closing A simple one-line closing

sentence

We look forward to hearing from you soon

A prompt reply would be appreciated

Please feel free to contact me for further details

Please let us know about your intentions

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Lab Practice 2

Task 1

Rearranging the sentences:

Re-arrange the scrambled words to get meaningful sentences.

Example:

gain experience – I would – a reputed company – before joining – like to

I would like to gain experience before joining a reputed company.

1. I will – to learn – have the opportunity – the techniques – of business

_____________________________________________________________________

2. you have - I appreciate – shown in – our company – the interest

_____________________________________________________________________

3. my application - you will - I hope - for the job - consider

_____________________________________________________________________

4. your application – received - we have

_____________________________________________________________________

5. if you – my application – into consideration – appreciate – I would – take

_____________________________________________________________________

Task 2:

Make pairs of synonyms with the following words. (Note: synonyms are the words having same

meaning). Example: start = begin traditional = conventional

Company gain appreciate opportunity

Occasion profitable acquire like

Beneficial firm

Task 3:

You are interested to go for training abroad. For this purpose you are required to fill in the following

personal details.

First Name ____________________________ Last Name ____________

Age: ____________________________ Gender ____________

Nationality ____________________________

Address ____________________________________________________________

Study Level ___________________________ Major ___________

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College: ___________________________ Department ____________

GPA ___________________________

Courses Desired ___________________________

Desired country ___________________________

Start date ___________________________ Duration ____________

Task 4

Use of Tenses

Complete the table below by using proper tenses.

Infinitive Past tense Pr. Perfect Infinitive Past tense Pr. Perfect

To be was have been To buy ……………

To make made have made To catch ……………

To feel felt have felt To drive ……………

To find …………… …………… To spend ……………

To write …………… …………… To sell ……………

To build …………… …………… To send ……………

To get …………… …………… To leave ……………

To know …………… …………… To speak ……………

To grow …………… …………… To give ……………

To pay …………… …………… To sell ……………

To read …………… …………… To lead ……………

To seek …………… …………… To ring ……………

Task 5:

Complete the following paragraph using the appropriate tense of the words given in parenthesis.

The ABC Company LLC (start) __________________ its operations, in Oman, in July 2010. In the same

year the company (appoint) _____________ ___ Mr. Al Mawali as its general manager. Mr. Mawali has

before (work) ___________________ in various parts of the world. In his career Mr. Mawali has (meet)

_____________________ people with different cultural backgrounds, having wide experience in different

aspects of business. His professional experience (gain) ____________ him a good reputation in the

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industry. During last two years, he (make) ________________ the company to achieve high growth. The

company this year (produce) __________________ a promotional CD for the European market.

Task 6: PAIR WORK

Ask your partner the following questions. Rewrite these questions with proper form of verb given

in parenthesis, starting the question with ‘have’. After completing reverse the roles.

Example: A - (watch) any movie last week. Have you watched any movie last week?

B – No, I haven’t watched any. Yes, I have watched one.

1. A – (write) any report this week? ________________________________?

B - _____________________________ ______________________________

2. A – (see) any movie this month? ________________________________?

B - _____________________________ ______________________________

3. A – (meet) any foreign students this years? ________________________________?

B - _____________________________ ______________________________

4. A – (have) a holiday abroad recently? ________________________________?

B - _____________________________ ______________________________

5. A – (read) any novel this week? ________________________________?

B - _____________________________ ______________________________

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Lesson 3

Writing Business Letters

Learning objectives


Understand what is business letter and its various parts

Write business letters applying proper letter format

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Using a proper business letter format in your business communications conveys a sense of

professionalism and set up the proper first impressions. The knowledge of how to create a business letter

format can take your business from “amateur hour” to real business status.

Proper Business Letter Formats

Business letters, use four common letter formats. All proper business letter formats are acceptable but the

block format is more common.

1. Block Letter Format: The block letter format is formatted with

All text aligned with the left margin.

Paragraphs are doubled spaced and all line text single spaced.

The margins are a standard word processor setting of one inch.

The following is a sample of how a Block style letter will look like

Name of Sender

Return Address

Name of Recipient

Title/Department

Company

Street Address

City, State, and Zip Code

Date

RE

Subject:

Dear [Name]

_________________________________________________________________________

_________________________________

_________________________________________________________________________

_________________________________

_________________________________________________________________________

_________________________________

Sincerely,

(Handwritten Signature)

Writer’s Name (with title)

Name of the sender and return date is

written only in case the letter is not written

on the official letterhead

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BLOCK LETTER FORMAT

University of Nizwa


Building H, Initial Campus Birkat al Mouz, Nizwa

Sultanate of Oman, P.O Box: 27

Tel: +9680000000 Fax:+968000000

www.unizwa.edu.om

Dr. J. Smith

26 Baverly Hills

New York City

May 10, 2012

RE: Your Interview for the position of Assistant Professor

Subject: Offer letter

Dear Dr. Smith,

I am writing to you with regard to your application for the post of Assistant Professor at our college and the

interview you had with us on May 5, 2012.

It gives me immense pleasure to inform you that the College Selection Committee has recommended your name

for the appointment to the position of Assistant Professor, after being satisfied with your teaching and research

abilities which are commensurate with our requirement.

The appointment / offer letter is attached with this letter along with the application form. Hope the offer letter is

acceptable to you.

Please return the duly filled application form and the acceptance letter before May 25, 2012.

Please feel free to write to me to clarify any doubts or apprehensions.

With best wishes

Dr. Ahmed Al Kindi

Dean

Enclosures: Copy of acceptance letter, application form, copy of contract

Cc: Director Human Resources, UoN

Return address is not mentioned since the

letter is on the letterhead

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2. Semi-blocked Format: The semi-blocked letter has the same formatting as that of a blocked

letter, the only difference is that the Date and Closing is not left aligned. i.e. all text is aligned

left except for Date and Closing.

BLOCK LETTER FORMAT

University of Nizwa




Tel: +9680000000 Fax:+968000000

www.unizwa.edu.om

Dr. J. Smith

26 Baverly Hills

New York City

May 10, 2012



Dear Dr. Smith,



It gives me immense pleasure to inform you that the College Selection Committee has recommended your name

for the appointment to the position of Assistant Professor, after being satisfied with your teaching and research

abilities which are commensurate with our requirement.


acceptable to you.



With best wishes

Dr. Ahmed Al Kindi

Dean


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3. Indented Format: Both Blocked and Semi-Blocked formats can be indented. In indented

formats, whether blocked or semi-blocked, each paragraph of the body text is indented.

INDENTED FORMATS

University of Nizwa




Tel: +9680000000 Fax:+968000000

www.unizwa.edu.om

Dr. J. Smith

26 Baverly Hills

New York City

May 10, 2012



Dear Dr. Smith,



It gives me immense pleasure to inform you that the College Selection Committee has recommended your name for

the appointment to the position of Assistant Professor, after being satisfied with your teaching and research abilities which are

commensurate with our requirement.


acceptable to you.



With best wishes

Dr. Ahmed Al Kindi

Dean


Cc: Director Human Resources, UoN

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Parts of a Letter

1. Return Address: If you have company letterhead you can skip this section. Include your full

business address and correct legal business name. You can also include your email address or

phone number if needed by your recipient.

2. Recipient’s Name & Address: Include the full name and address of the contact you are sending

the letter to. The person’s title can be added along with the phone number if needed.

3. Date: Follow the month, day, and year format. Make your date current to the actual mailing date

of the letter.

4. Reference Lines: “Reference lines” assist with filing or routing correspondence. A reference line

can refer to your files and/or your reader’s files. Place your reference line first.

5. Subject: Clearly stating the subject of the letter helps you recipient quickly know the context of

what your letter is about.

6. Greeting: For the greeting use the person’s formal name and end with a colon for your business

letter.

7. Body: Your letter body should start with a general introduction of who you are and the letter

purpose. Include specific paragraphs outline the issue or problem. Close the body with a call to

action. Every business letter should be short and concise taking into account of your reader’s

limited time.

8. Closing: Here you can choose any formal format such as “Best Regards” or “Sincerely.”

9. Signature: Sign your name as the same as in your letter. Name & Title: Include your full name

and job title.

10. Encloses and CC: If you are sending additional documents include an enclosure line and if

someone else is receiving a copy of the letter include cc. or carbon copy of the other receiver or

receivers.

29

Parts of a Formal Cover Letter

(1) Sender’s Address (Sender’s name is written only in case the letter is not on an official letter head)

(2) Date

(3) Receiver’s Name and Address

(4) Reference (RE) (Ref.):

(5) Subject (Sub):

(6) Greetings / Salutation

(7) Body of the letter

a) Opening

b) Body (purpose)

c) Closing (Call for action)

(8) Valediction

(9) a) Signature

b) Sender’s name

c) Designation / Position

(10) Enclosures

(11) Copy to (CC)

30

Lab Practice 3

Task 1: Study and observe following sample of a Block style letter

Name of Sender

Return Address

Name of Recipient

Title/Department

Company

Street Address

City, State, and Zip Code

Date

RE

Subject:

Dear [Name]

_________________________________________________________________________

_________________________________________________________________________

____________

_________________________________________________________________________

_________________________________________________________________________

____________

_________________________________________________________________________

_________________________________________________________________________

____________

Sincerely,

(Handwritten Signature)

Writer’s Name (with title)

Enclosure:

Cc:, Copy to:, Copies to:

Name of the sender and return

address is written only in case the

letter is not written on the official

letterhead

31

Task 2: Study the contents, layout and format of the following letter:

University of Nizwa

P.B 33, Birkat Almoz

Nizwa, Oman

Mr. M Khan

Royal Stationers

Darya Ganj, New Delhi

India 110001

June 10, 2012

RE: Our telephonic conversation.

Subject: Supply of stationary items.

Dear Mr. Khan

Refer to the telephone conversation we had on June 8, 2012 regarding supply of office stationary to our

university.

Please send us your catalogue along with price list and offer of discounts for these items at an earliest.

We look forward for a long term relationship with you.

Yours sincerely

………………..

Mohammad Al Arzi

Manager Purchases

Enclosures:

Cc: Director Finance UoN and Director Purchases UoN.

32

Task 3: Study the content and layout of the following Letter for on-the-job training placement

Mohammad Sultan Al Ajmi

Business Administration Department

11 –H (15), University of Nizwa

Oman

Personnel Manager

Bank Muscat

Branch Muscat

Ruvi, Oman

May 12, 2012

Subject: Application for internship.

Dear Sir,

I am writing to you for providing me an opportunity to undergo my internship in your bank for three months

between May and August, 2012.

I am currently pursuing Bachelor’s in Business Administration with Accounting as major, from University of

Nizwa. During my studies I have gained knowledge in accounting practices and skills and have also worked on

some accounting softwares.

This internship is to be done as the part of our curriculum to gain practical knowledge in the field of our major.

Since Bank Muscat is one of the leading Banks in Oman using best accounting practices, I am desirous of doing

my internship in this bank to gain practical accounting skills. I am attaching my CV and the letter of

recommendation from my tutor with this application.

Hope you will consider my application for internship placement and provide me an opportunity to have my

training at your bank.

Your Faithfully

Ahmed Al Arzi

Student

33

Task 4: Name of the Student__________________________ ID ____________ Sec ______

Complete the following letter

______________________________

Business Administration Department

11 –H (15), University of Nizwa

Oman

Director Human Resources

Saud Bhawn Group

Muscat, Oman

___________________________

___________________________

Dear Sir,

I am writing to you ___________________________________________ to undergo my internship in your

______________ for three months between May and August, 2012.

I ________________________________ Bachelor’s in Business Administration with Marketing as major, from

University of Nizwa. During my studies I have gained knowledge in

____________________________________ .

This internship is to be done as __________________________________ to gain practical knowledge in the

field of our major. Since ___________________________ is one of the leading companies dealing in

automobile sales using best _____________________ practices, I am

_____________________________________________________ in your company to gain practical marketing

skills. I ________________________ with this application my CV and the letter ___________________ from

my tutor with this application.

Hope you will consider my application for internship placement and provide me an opportunity to have my

training at your bank.

Your Faithfully

____________________

Student

34

Name: ________________________________________ ID: ________________ Sec: ______

Task 4: Carefully observe the following letter and identify the formatting errors / mistakes in the

letter and write the corrected letter on the following page.

University of Nizwa

P.B 33, Birkat Almoz

Nizwa, Oman

June 10, 2012

Mr. M Khan

Royal Stationers

Darya Ganj, New Delhi

India 110001

RE: Our telephonic conversation.

Subject: Supply of stationary items.

Dear Mr. Khan

Refer to the telephone conversation we had on June 8, 2012 regarding supply of office stationary

to our university.

Please send us your catalogue along with price list and offer of discounts for these items at an earliest.

We look forward for a long term relationship with you.

Yours sincerely

………………..

Mohammad Al Arzi

Manager Purchases

Enclosures:

Cc: Director Finance UoN and Director Purchases UoN.

35

Name: __________________________________ ID__________________ Sec______

Write the corrected letter from Task 4 here

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________

36

Task 5:

How to open and close a letter:

Here are some ways to open a letter

Dear Sir To a company

To an man you do not know his name

Dear Madam To a woman you do not know her name

Dear Mr. Smith To a man when you know his name

Dear Ms. Smith To a women (married or unmarried) when you are not clear

about her preference

Dear Mrs. Smith To a married woman (when you are clear that she prefers to

be identifies as married

Dear Miss Smith When writing to an unmarried woman

Dear John To a friend or someone you know well and can to him or

her informally

Dear Smiths To a couple you are familiar with (Mr. & Mrs. Smith)

Some ways to close a letter

Dear Sir

Dear Madam

Yours faithfully

Faithfully yours

Respectfully fours

Yours respectfully

Dear Mr. Smith

Dear Mrs. Smith

Dear Miss Smith

Dear Mr. & Mrs. Smith

Yours sincerely

Sincerely yours

Yours truly

Truly yours

Dear John

Dear Annie

Best wishes

Regards

Now put in the appropriate openings and closing in the following:

The Manager

Bank Muscat, Oman

Dear ……………….

Yours………………

John Hall

1200 Brussels

Dear ………….

Yours…………….

The Manageress

HSBC Bank, Muscat

Dear…………..

Yours………….

Ms. Mawali

Bank Muscat, Nizwa

Dear ………….

Yours…………..

Golden Tulip Hotel

Nizwa

Dear…………..

Yours…………..

Mrs. H Cheng

5 Hatton Road

Hong Kong

Dear…………..

Yours………….

Mr. & Mrs. Cheng

35 Cheng Street

Hu Chin Min City

Dear……………

Yours………….

The Director HR

UoN, Oman

Dear…………….

Your……………

37

Task: 4 Name of the Student ______________________________ID_____________ Sec:___

Task 2: Write your own letter applying for an internship placement in one of the companies of your

choice in Oman?

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

__________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

__________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

__________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

__________________________________________________

38

Lesson 4

Job Search Cover letters / applications

Learning objectives


Understand what is job search cover letter or letter of application.

Describe the importance of job search letter

Explain various parts contained in job search cover letter

Write a letter of application for a job highlighting essential criteria relevant to each job

requirements

39

A job search / resume cover letter is a letter accompanying your resume in job application. It is a

very influential tool to impress the prospective employer to get an interview.

An average advertised job opening usually gets hundreds of applications; the employers will

usually shortlist the applications. A letter of application is essentially a sales letter through

which you are trying to market yourself. Therefore your letter must:

Capture attention by using a good writing style

Arouse the interest of the employer in you

Show conviction by your past records and testimonials

Bring about an action you want the prospective employer to take – to grant an interview

and eventually give you the job

How will you write a good letter:

Following are few simple guidelines to keep in mind while writing an effective resume cover

letter

1. Always write to a specific person, not "to whom it may concern", or Dear Sir/Madam".

To find out, call the HR department and find out whom the HR manager is, or the name

of the manager in charge of the department you want to work under.

2. Always make sure you are 100% correct in spelling, grammar and facts. Use the spell and

grammar checker from your word processor. If you are not very good, get someone to

edit the letter.

3. Research the target organization and include information or facts relating to your would

be job or industry.

4. Analyze the job. Check for the noted and assumed needs and determine the most

important skills the employer is looking for.

5. Highlight how you will meet the employers' needs.

6. Use a strong opening sentence. Do not use the standard openings like "I wish to apply for

the position of … advertised in …".

For example, if the job is for a sales manager, write something like "A proven track

record in developing new business and increasing sales…" Design you opening to get the

person to really read what you can do. Address the employers' needs identified earlier.

40

7. In the body of the letter, show them that you can meet the needs of the employer. Use the

job advertisement and your network. Browse through the company website.

8. Make your cover letter visually appealing and coordinated with your resume. Do not

overdo the style elements. Use one type font.

9. Be concise. This is not your autobiography. Keep it to one page.

10. Conclude the letter with "the contributions you will bring to your company …"

Application for an advertised post

If you’re a applying in response to an advertised post, your application should contain the

following

Always mention the post and where you saw the advertisement

Give an outline of your present position and briefly discuss your duties and

responsibilities.

Indicate why you are interested in the advertised position.

Enclose your CV and copies of testimonials.

Write a suitable closing.

Curriculum Vitae (CV) / Resume

Your CV is generally the only evidence of your abilities and capabilities with your employer

before you are actually interviewed. A well designed CV most of the times becomes the reason

of call for interview. Therefore your CV should set out all your personal details attractively so as

to be seen at a glance, preferably categorized under headings and columns. Your CV should

normally contain the following in the given order:

Personal details

Academic qualifications

Professional qualifications

Any special achievements

Your present job and previous experiences

Your hobbies and interests or any other relevant information

41

Lab Practice 4 Sample of a Job Search / Resume Cover Letter

Task 1: Carefully study the following job application letter.

Mohammad Al Ismaili

H 25, Birkat Almouz

Nizwa Oman

[email protected]

Mr. Abdullah Al Darmaki

Manager Human Resources

Muscat City Center, Muscat

May 15, 2012

RE: Your advertisement of May 12, 2012 in Oman Times.

Sub: Application for position of Manager Sales.

Dear Mr. Darmaki

I am writing in response to your advertisement of May 12, 2012 in Oman Times for the post of

Manager Sales.

During the last 05 years, as assistant manager sales at Lulu Hyper Markets, I have developed the

skills that ensure the highest level of competence, customer satisfaction, time management and

teamwork.

Please allow me to highlight my strengths:

Secured Bachlor’s in Marketing and Sales Management from UoN.

Proficient in handling customers and shop floor management.

Extensive experience in inventory handling and sales planning.

Exceptional communication and interpersonal skills.

Fluent in Arabic, English and French.

Most importantly, I have been able to quickly learn your preferences, your goals and objectives,

and I will do my very best to meet your expectations. I am attaching my CV for your perusal. I

look forward to hearing from you.

I thank you in advance for your consideration.

Yours Sincerely,

Mr. Mohammad Al Ismaili

mailto:[email protected]

42

Language Focus:

Task 2: Learn the following:

I am writing in response to your advertisement for the post of (…………………….)

published / advertised in (……………………………..) on (……………..)

I would like to apply for the post of (……………………………) advertised in (………..)

on (…………..)

OR

I have seen your advertisement for (…………………………) in (………………….) on

(…………)

When writing the job application, there are many ways to start the letter as shown above.

But what is important is to mention the name of the position clearly and give complete

reference of the publication with date.

Task 3: PRACTICE THE FOLLWING:

Write sentences as shown in the example below. You can choose any of the above three formats.

# Post Advertised in Date of advertisement

a)

b)

c)

d)

e)

f)

g)

Director Finance

Assistant Manager Sales

Manager Marketing

Sales Executive

Floor Manager

Front Desk Manager

Office Coordinator

Times of Oman

Oman Tribune

Voice of Oman

Alwatan

Oman Times

Greater Oman

Oman Express

May 12, 2012

May 08, 2012

May 10, 2012

June 02, 2012

May 03, 2012

April 04, 2012

May 05, 2012

Example: a) I am writing in response to your advertisement for the post of Director

Finance advertised in Times of Oman on May 12, 2012.

b) ………………………………………………………………………………………………

………………………………………………………………………………………………

c) ………………………………………………………………………………………………

………………………………………………………………………………………………

d) ………………………………………………………………………………………………

………………………………………………………………………………………………

e) ………………………………………………………………………………………………

……………………………………………………………………………………………

f) ………………………………………………………………………………………………

………………………………………………………………………………………………

g) ………………………………………………………………………………………………

………………………………………………………………………………………………

43

Task: 4

a) Interview your friend asking him/ her questions about his her education and

experience. Make notes of his/her answers so that you can write his/her CV.

b) When you have finished the interview, prepare a curriculum vitae (CV) for your

friend.

Name of your friend: ___________________________

Address:_________________________________________________________________

Email ID _____________________________ Contact No.: ________________________

(Use false email ID and contact No.)

Qualifications:

1. ________________________________________________________________

2. ________________________________________________________________

3. ________________________________________________________________

Experience:

1. ________________________________________________________________

2. ________________________________________________________________

3. ________________________________________________________________

Other Skills:

1. _______________________________________________________________

2. _______________________________________________________________

3. _______________________________________________________________

Hobbies and Personal Interests:

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

44

Task 5:

Read the following Job Advertisement

Task 5: Read the above advertisement carefully and note down the information related to

following:

1. Who will your address your application to?

2. What will be the reference (RE) of letter?

3. Write the subject for the letter?

4. Write proper greeting / salutation?

5. What should be the closing of the letter.

6. Will you attach any enclosures, if yes what enclosures?

Oman Times June 02, 2012

Oman Oil Requires Marketing / Sales Managers

For its filling stations in Muscat The requirements include:

Ability to work in a team

Ready to work for long hours

Good administrative and team management skills

Prior experience in retail sales is desirable but not essential

A degree in Management or Sales and Marketing

Salary negotiable, best salary for experienced and deserving candidates Please apply with confidence before June 15, 2012, and send updated CV to:

Mr. Ali Ahmed Al Qasmi Assistant General Manger Oman Oil PO BOX 123 Muscat, Oman Mob: 12345678

45

Task 6:

Based on the above advertisement and the information collected write the Resume cover

letter:

_________________

_________________

_________________

_________________

_________________

_________________

_________________

RE: _________________________________________

Subject: ______________________________________

Dear_____________________

I would like to apply _______________________________________________

advertised in ____________________________ on ______________________

I have worked with ______________________________ for _________ years and have

gained enough skills in _______________________ and ________________________. I

secured my Bachelor’s degree in _______________________ with _____________

major.

I am enclosing _______________________________________ and a reference letter

from my _____________________.

I hope you will consider ________________________ . Looking forward for

_____________________________________.

Thanking you in ________________________.

Yours_____________________

_________________________

Enclosures: ______________________________________ and ___________________

46

Task 7: With the help of the information collected in task 4, prepare the following

CV for your friend.

Curriculum Vitae Personal Information: Name: _______________________________ Age: _______________________________

Date of Birth: _______________________________

Address: _______________________________

_______________________________

Nationality: _______________________________

Tel. No.: _______________________________

Gender: _______________________________

Marital Status: _______________________________

Academic Qualifications: ______________________________________________ ______________________________________________

______________________________________________

______________________________________________

______________________________________________

Work Experience: ______________________________________________

______________________________________________

______________________________________________

______________________________________________

Other Skills: _______________________________

_______________________________

_______________________________

Languages: _______________________________

_______________________________

Hobbies and interests: _______________________________

_______________________________

[signature]

[Name]

[Place]

[Date]

47

Task 8 A: Rearrange the scrambled words to get meaningful sentences:

1. to apply – for – I would like – the post of – Manager –

………………………………………………………………………………

2. your advertisement –I – to apply – have seen – for the post of – Accounts Assistant –

…………………………………………………………………….......................

3. for the post of – I would like – director – advertised in – to apply – The Times of Oman –

…………………………………………………………………………………..

4. for two - worked as – years – personal assistant – I have –

………………………………………………………………………………….

5. to acquire – I would – to work – like – in your company – experience – more

………………………………………………………………………………..

6. for – available – any time – interview – I would be – Monday – after

………………………………………………………………………………….

Task 8 B: Match an item from (A) with an appropriate item in (B) then write in (C)

# (A) (B) (C) 1 I would like to apply I have been working as a

cameraman

2. For the last two years from my CV, I am

Bachelor’s in Management

3 I can be available for

interview

for the post of salesman

4. As you can see your reply

5 I look forward on this Friday

Task 8 C: Make Pairs of synonyms from the following words:

Post reply fluently move start job answer

easily change location Begin prepare go with put an end

Get ready finish accompany increase make bigger

………………=……………….. …………………...=…………………. …………..=……….

………………=……………….. …………………...=…………………. …………..=……….

………………=……………….. …………………...=…………………. …………..=……….

48

LESSON 5

Rejecting an Application, Calling for Interview and

Writing Letters of Thanks

Learning objectives


Understand the proper tone of writing a response at various circumstances

Learn how to frame a rejection letter

Write a letter calling for a job interview

Write a letter of thanks or acknowledgement letter in repose to a call for interview

49

Introduction:

Once receiving the job applications, as a person responsible, you will be required to

communicate with the applicants in all cases whether the applicant’s application is accepted or

rejected. It is usually a normal procedure to shortlist the applicants and communicate with the

candidates whose applications are shortlisted and call them for interview. However professional

business organizations write to those candidates also whose applications are rejected and give

them reasons for not considering their applications. This is done to create an image and goodwill

in the market.

Also if you have applied for a job and you have been shortlisted and called for interview, it

becomes very much important to write a letter of thanks to the employer for considering your

application and inviting you for an interview. This letter of thanks creates an impression in the

minds of the employer and also shows your curiosity and interest in the position.

These letters are written with care, as these involve use of proper language and content.

Language Focus:

Rejecting an application:

You have to be very careful while writing a rejection letter. Note the following points:

Inform the applicant that his/her application was not shortlisted rather than writing that

the application was rejected.

Be sensitive to the applicant’s emotions – use positive language rather than highlighting

the applicant’s negatives.

Be courteous and ask the applicant to apply next time for a post suitable to his/her

qualifications and experiences.

Calling for an Interview:

When applicant’s application is accepted or shortlisted, the applicant is required to be called for

an interview, which may be face to face, telephonic or online.

Inform the candidate that his application has been considered and show him that his

qualifications and skills have been found to match the job description.

Be positive with the candidate and encourage him for an interview.

Ask for the convenient time and place for interview, rather than stressing upon him what

is convenient to you.

Thanking for inviting you for an interview

If your application is accepted by the employer and you have been called for an interview, it is

important to reply with a letter of thanks.

Thank the employer for finding your application suitable for shortlisting.

Show that you are still interested in the position.

50

Show that you will be available for interview at a suitable date and time which is

mutually convenient.

Exhibit that you would love to join the organization if selected and will prove to be

beneficial for the organization.

Now Read and learn the following:

While refusing an application:

While accepting an application:

While writing a letter of thanks:

We received your application for the post of ……………………………… We are sorry to inform you that your

application was not shortlisted, since the qualifications and skills you possess do not match with our job

requirements. We encourage you to apply some other time for a job suitable and matching your

qualifications and experience.

We received your application for the position/ post of………………………………….. and we are pleased to

inform you that …………………………………………… and you are requested to appear in an

interview……………………………………………….

I am pleased to be shortlisted for ……………………………………………………….. I will appreciate if the interview is

conducted on ………………………………….. (Date)………………………. (Time) [give a range of dates and time].

I assure you that if selected for this position I would…………………………………………………….[write what you

can contribute to the organization and once again highlight your skills and experience relevant to the job]

51

Lab Practice 5

Task 1: Write sentences as directed.

1. Inform people of the following:

a) Their application was rejected or was not successful or has not been shortlisted:

_____________________________________________________________________

_____________________________________________________________________

________________________________________________________________

b) They have not been recommended for interview or appointment.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

c) Their qualifications are not suitable for the job.

_____________________________________________________________________

_____________________________________________________________________

_____________________________________________________________________

2. Inform people that their application was successful or recommended or shortlisted.

Start with the following:

a) I am pleased to inform you that…………..

b) I would like to inform you that……………..

c) Your application for the post of………………

a) ____________________________________________________________________

____________________________________________________________________

___________________________________________________________________

b) ____________________________________________________________________

____________________________________________________________________

________________________________________________________________

c) ____________________________________________________________________

____________________________________________________________________

________________________________________________________________

52

Task 2: Study and learn the following letters

Rejection Letter

Azman Al Abri Bank Dhofar, Muscat Mr. Azhar Al Qasmi Nizwa, Oman June 02, 2012 REF: Your application for the post of Assistant Manager. Dear Mr. Qasmi, Thank you for your application for the post of Assistant Manager in our bank. We appreciate your interest for working in Bank Dhofar. But I am sorry to inform you that the selection committee has not shortlisted your application for the interview on this occasion. Your application was among the large number of applications we have received for this position and the selection committee has shortlisted those which matched more closely to our job requirements. We thank for your interest and the time you have taken for forwarding your application. We wish you best of luck for your career. Yours Sincerely ………………………… Mr. Azam Al Abri Director HR

53

Calling a Candidate for Interview:

Azman Al Abri Bank Dhofar, Muscat Mr. Azhar Al Qasmi Nizwa, Oman June 02, 2012 REF: Your application for the post of Assistant Manager. Subject: Call for interview. Dear Mr. Qasmi, Thank you for your application for the post of Assistant Manager in our bank. We appreciate your interest for working in Bank Dhofar. We pleased to inform you that your application was shortlisted by the selection committee for a personal interview. We would appreciate if you could make yourself available for a personal interview at our head office in Muscat on any day on June 05 to June 10, 2012 from 8:00 AM to 4:00 AM. Please let us know about your convenient day and time as soon as possible to allow us to schedule the interview We look forward to hearing from you and meeting you soon. Yours Sincerely ………………………… Mr. Azam Al Abri Director HR

54

Writing a letter of Thanks:

Azhar Al Qasmi Nizwa, Oman Mr. Azman Al Abri Director HR Bank Dhofar, Muscat June 03, 2012 REF: Call for interview. Dear Mr. Azam Al Abri, Thank very much for shortlisting my application and calling me for the interview. I am highly pleased to have been shortlisted for this position and appreciate you for providing me this opportunity to prove my credentials during the interview. I am very much interested for working with your organization as this position will really give me an opportunity to use my skills and experience to contribute to the goals of Bank Dhofar and also help me grow in my career. I would be able to make myself available for the personal interview your head office in Muscat on day on June 06, 2012 at 11 AM. Please inform me if this time is convenient to you. I look forward to meeting you and being part of Bank Dhofar Yours Faithfully ………………………… Azhar Al Qasmi

55

Task 3: Writing Practice:

Complete the following letter of rejection from Bank Muscat to Mr. Mohammad Al Rawahi who

has applied for the position of Manager in the bank but has not been shortlisted.

Sultan Al Ajmi H R Manager Bank Muscat Mr. Mohammad Al Rawahi Nizwa Oman …………………………. REF: Dear Mr._________________, Thank you for your __________________________________________________________. We appreciate your _________________________________. But I am _______________ _____________________________________________ interview on this occasion. Your application was _____________________________________ have received for this position and the selection committee has shortlisted _____________________________ _________________________________________. We thank for your ______________________________________________ your application. We wish ____________________________________________ career. Yours Sincerely ______________________ ______________________

56

Task 4: Now write one letter inviting Mr. Mohammad Al Rawahi for an interview , who as

applied in your bank for the post of Manager.

__________________

__________________

__________________

__________________

____________________

___________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

__________________

__________________

57

Task 5: You have applied for a position at Saud Bhawan and you have been shortlisted and

invited for an interview. Write a letter of thanks to the employer.

__________________

__________________

__________________

__________________

____________________

___________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

_____________________________________________________________________________________

__________________

__________________

58

Task 6:

a) Rearrange the following scrambled words to make meaningful sentences:

1. for your – for the post – thank you – application – of Manager –

________________________________________________________________________

2. your application - I am pleased - that - has been - shortlisted - to inform you –

________________________________________________________________________

3. for the post - we are sorry - your application - that - of manager - has not been

shortlisted to inform you

________________________________________________________________________

4. appreciate – yourself - if you make - on Friday - we would - available - for the

interview - at 10 AM

b) Match the Items in (A) with (B) and write them in (C).

A B C We are sorry that you will be convenient to you

I am highly thankful to you

for finding me

can make yourself available

for he interview

I hope that this time the time that is convenient to

you

Please let us now about have not been shortlisted

We would appreciate if you suitable for the job

59

Lesson 6

Business Letters

Learning objectives


Define what is business letter

Explain various functions of business letters

Organize a proper business letter following the AIDA model

Write business letter including letter for requesting information for different purposes

60

Introduction

Writing letters play an important part in the functions of business. Since sales is the primary

function around which all other functions of any business revolve, it involves huge

correspondences which include identifying prospective customers/clients, responding to

inquiries, following up on sales calls, placing orders, acknowledging orders, problem solving,

complaining against faulty orders, replying to complaints and getting repeat business etc.

What is a Business Letter?

A business letter is a letter written in formal language, usually used when writing from

one business organization to another, or for correspondence between such organizations

and their customers, clients and other external parties.

Functions of the Business Letters

1. These provide a record of the business activities.

2. These allow the writer to provide more context or explanation than is usually possible

through other means of communication.

3. It helps the audience (readers) remembers to decide what is to be done.

4. Its helps to develop personal relationships with the customers / clients / business partners.

How Business Letters are organized

• Business letters should be more personal than most other forms of technical writing.

• They emphasize the reader/writer relationship by the use of such pronouns as I, we, and

You.

• Business letters should:

orient the reader to the topic at hand,

explain why the writer is writing,

provide enough information to help the reader understand what he/she is

to do.

To be able to provide this information, you need to generate ideas, analyze your audience, decide

what you need to say, and define your problem.

The success of these correspondences depends on how effectively these letters are written. To

effectively write these letters you should follow AIDA formula. AIDA Stands for "Attention,

Interest, Desire and Action."

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a) Attention: First, the letter must get the reader's attention with a hard-hitting lead paragraph that goes

straight to the point or offers an element of intrigue. A business letter must capture the reader's

attention immediately or it won't get read.

b) Interest Next, you want to hook the reader's interest. This is usually a clear statement of the reader's

problems, needs or wants. What's new? What's in it for the reader?

Remember, the reader isn't interested in you or your products. They are interested in what you

can do for them. Here is an example:

Our best-in-class fuel efficient family car will save you 40% budget on fuel and 100% on service

for next three years.

c) Desire The letter should create a desire. The desire to eliminate or minimize the potential for future loss

or the desire to gain something like prestige, more time, more profits, etc.

Provide a compelling reason to buy from you instead of your competition. This is called your

"USP" or "Unique Selling Proposition". It's a unique advantage customers get only if they buy

from you. One important USP is trust. Make your customer trust you. Provide, field tests or

studies of your product, the time your company's been in business, the strength of your brand,

your guarantee, testimonials from current customers and from those on your client list. Here are

some examples:

The Car ABC has won three international auto-awards for being, highest fuel efficient car by Car

Zone International, Best in Class award by Drive Abia.com and Best in Class Award by Oman

Auto International.

We are proud of having more than 30,000 satisfied customers in Oman. Already 800 cars are

sold in 2012.

d) Action Last but most important, your sales piece must have a call to action. You must ask your customer

to do the action that you want, weather it is to buy or to click on a web site. Explain how and

make it so easy for them to do so (as many payment methods as possible) that they will feel left

out or disappointed if they don't. For Example:

Don't delay. Take advantage of this Special Price Offer. Call NOW to place your order or

complete the coupon below and send your order by email, Fax or postal mail TODAY!

62

Types of Business Letters

a) Sales Letters

1. Letter of Request

2. Response to a Letter of Request

b) Letters for placing

1. Placing Orders

2. Confirming Orders

3. Complaint Letters

1. Letter of Complaint

2. Response to a Letter of Complaint

63

Lab Practice 6

Letter of Request / Requesting Information:

These are those letters through which you ask the provider of goods, services or ideas,

information about the product. These letters are written when much information is not available

through advertisements or sales letters about the product and you want to get more details about

the product with regard to price, warranty or guaranty, description, benefits, mode of payments,

supply channels, time of delivery, installation services, after sale services and many other such

details.

Task 1: Study the following Sample Letter of Request, observe its contents and learn how

to write a Letter of request.

Ahmed Al Kindi Manager Procurements University of Nizwa Barkal Al Mouz, Oman June 03, 2012 Mr. Mohammad Al Rawahi Manager Sales ME Electronics, Muscat, Oman Dear Mr. Al Rawahi We have seen your advertisement in Oman Times of June 01, 2012. We are opening two new multistoried buildings at our campus which would require installation of 100 split air conditioners. Could you please forward us your price catalogue for air conditioners along with information related to the following:

1. Discounts and warranties on bulk purchase. 2. Availability and charges for AMC – Annual Maintenance Contracts. 3. On-site installation and after sale services.

We would appreciate the early response. Please note that the air conditioners would be required to be installed before August 30, 2012. Sincerely Yours Ahmed Al Kindi Manager Procurements

64

Language Focus: (Requesting Information)

While requesting information, may open the letter using following expressions:

1. We have seen __________________________ in [Publication] _____________________

on [Date] __________

2. With reference to _________________________ of [date]_____________in

[publication]_____________________________________

3. We are writing with reference ________________________ of [Date] ________ in

[Publication]_______________________________

Requesting Action:

1. We would ____________________________ if you can _______________________

2. Could you please_______________________________________________________

3. We would be ___________________________ if you _________________________

Asking for Information:

We would __________________________ if/whether ____________________________

Please ___________________________ if/ whether____________________________

Eg:

With reference to your advertisement of June 02, 2012 in Oman Times, we would appreciate

if you can send us latest catalogue and price list. We would appreciate if you inform us

whether the prices include the delivery charges.

Practice Exercises:

Use above expressions to write sentences with regard to following:

Reference Action Information (whether)

June 3, Oman Times New Price List the AC units are available in white color

May 30, Oman Observer Usage terms and conditions the price includes delivery charges

January 02, Daily Mail Free Sample and Price List the price includes any warranty/guarantee

Yesterday, Early Times Brochure and price list they have any offices in Oman

65

Task 2: Study the following advertisement 2(A) and 2(B) carefully. You are the

manager in Bank Muscat and you want to procure 100 units of split air

conditioners to be installed at your different branches in Nizwa area.

Write letter to the Sales Manager of the two companies whose advertisement

is given below requesting them information you need.

2 (A) - Advertisement as appeared in “Oman Observer” June 02, 2012”

2 (B) Advertisement as appeared in “Oman Times” May 30, 2012”

66

Task 2 (A)

___________________

___________________

___________________

___________________

___________________

___________________

___________________

___________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

___________________

___________________

___________________

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2(B)

___________________

___________________

___________________

___________________

___________________

___________________

___________________

___________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

___________________

___________________

___________________

68

Activity 3: Study the following advertisement carefully. You are the Manager

Procurements at University of Nizwa and you want to procure the following.

2000 students study chairs, 100 library book cabins, 100 revolving type

faculty chairs, 100 computer tables.

Write letter to the Sales Manager of the company whose advertisement is

given below requesting him to send you information you need.

69

___________________

___________________

___________________

___________________

___________________

___________________

___________________

___________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

___________________

___________________

___________________

70

Lesson 7

Responding to Request Letters

Learning objectives


Explain various points to remember for writing an effective response letter

Frame a response letter intending to achieve the objective of the firm

71

Introduction:

Receiving letters requesting information is an important achievement of the advertisements by

any company. Advertisements are usually not given with an intention of sales, but to develop

leads that are then converted into a sale.

Thus when a company receives any request for information, they are always prompt in

responding to such requests, as this information is the first step towards converting a lead into a

sale.

Points to Consider:

The effectiveness and sufficiency of response will actually determine the future sale. It is

therefore important to respond to the requesting party and keep in mind the following:

1. Ensure that the information you provide should match the needs of the requesting party.

2. Get to the point, be clear and concise.

3. Customers are interested to know "WIFM," or "what's in it for me”. Therefore try to sell

benefits that your product will bring to customer, not features of your product.

4. Keep it personal and conversational.

5. Create a deadline. Whether there is a real deadline or one you create, make one. Usually,

a deadline increases the rate of responses because of the limited amount of time to act.

6. Call to action. Encourage the customer to ask for the order. "Call our toll-free number,

800-555-SALES, for a free consultation". OR Our sales representative will visit you with

all relevant details.

7. Include a guarantee. If you can offer a guarantee - be it your follow-up, delivery,

customer service, or pricing - do it. By offering a guarantee, you offer integrity and

credibility to your products/services.

8. Include testimonials. Nothing speaks louder for your product or services than a satisfied

end user. Give references of your already satisfied customers.

72

Language Focus:

Opening:

Acknowledging and thanking for the letter of inquiry:

1. Thank you for your letter of [Date] _________________________

2. We appreciate for your writing to us, ________________________________________

3. We received your letter of [Date]_________________________________________

Refer to the contents:

1. ____________________________ inquiring about our _______________

2. ______________________________ showing interest in our ___________________

3. _______________________________ in which you inquired ______________________

Enclosures:

1. We are enclosing ____________________________________

2. Enclosed herewith is ___________________________________

3. Please find enclosed _____________________________________

Closing:

We look forward to

1. ________________ hearing from you.

2. _________________ receiving your first order.

3. __________________ to your reply

73

Lab Practice 7

Task 1: Study the following Sample Letter of Response, observe its contents and

write a Letter of Response as instructed in Task 2 , 3 and 4 below.

The sample is the response to the Request Letter you studied during Task 1 of Letter of

Request above.

Mohammad Al Rawahi Manager Sales ME Electronics, Muscat, Oman June 06, 2012 Mr. Ahmed Al Kindi Manager Procurements University of Nizwa Barkal Al Mouz, Oman Dear Mr. Al Kindi Thank you for showing interest in our company’s products. We received your letter of June 03, 2012. We wish you happy opening of your two new buildings at your campus. We would suggest you two Split Air Conditioner (AIP2120 and AIP3120), which would be suitable for cooling of large floor areas as is your requirement. These two models come with latest power saver technology which would save on your power bills up to 25%. We would love to build a long term association with your university and are ready to offer you 15% discount on list price and a free service for 1 year. We would be happy to offer you 25% discount on AMC of Air conditioners. We are the largest suppliers for air conditioners in Oman. We have been associated with Bank Muscat, College of Technology and many other large organizations for supply of air conditioners and their AMC. We encourage you to place your orders before July 15, 2012 to avail 5% extra discount on all purchases. Please feel free to contact us at our toll free number 800 820 888 or call on my personal number 9894xxxxx. I would appreciate if you provide me an appointment so that I can visit your office personally to give you more details. I am attaching the latest price list for all our products and also a copy of AMC price list along with terms and conditions. Looking forward to receiving your order Sincerely Yours Mohammad Al Rawahi Manager Sales

74

Task 2

Write a response letter to the request received in Request Letter in Task 2 (A) in

Lab Practice 6.

Task 3

____________________ ____________________

____________________

June 06, 2012 ____________________ ____________________

____________________

Dear ____________________

Thank you for ________________________________________________________________ We would suggest_____ _________________________________________________________

_________________________________________________________________________________

____________________________________________________________________________

We would love to build a long term _____ ___________________________________________

__________________________________________________________________________

_________________________________________________________________________________

We are __________________________________________ in Oman. We have been

_________________________________________________________________________________

___________________________________________________________________________

_________________________________________________________________________________

___________________________________________________________________________

_________________________________________________________________________________

___________________________________________________________________________

Looking forward to receiving your order Sincerely Yours ____________________ ____________________

75

Write a Response Letter to the request received in Request Letter in Task 2 (B) Lab

Practice 6.

____________________ ____________________

____________________

June 06, 2012 ____________________ ____________________

____________________

Dear ____________________

Thank you for ________________________________________________________________ We would suggest_____ _________________________________________________________

_________________________________________________________________________________

____________________________________________________________________________

We would love to build a long term _____ ___________________________________________

__________________________________________________________________________

_________________________________________________________________________________

We are __________________________________________ in Oman. We have been

_________________________________________________________________________________

___________________________________________________________________________

_________________________________________________________________________________

___________________________________________________________________________

Looking forward to receiving your order Sincerely Yours ____________________ ____________________

76

Lesson 8

Placing, Acknowledging and Delivering Orders

Learning objectives


Learn how to frame an order letter

Explain points to highlight in placing an order letter

Understand the importance of and acknowledging an order letter

Write a proper dispatch letter

77

Introduction:

Order letters are those letters which are written to place orders for purchasing goods, services or

ideas.

Orders are made when you are convinced that the product which you are expecting meets your

requirements and prices, services, benefits and features of the product match your needs.

While writing order letters it is important to:

1. That you are aware of the terms and conditions of the supplier.

2. Ensure that you give reference of the prices quoted to by the firm/company.

3. Mention clearly the quantity, product code, and quality etc. of the product you are

purchasing.

4. The supplier will be interested in recovering the bills as soon as possible, convey the

supplier how and when you will be paying the bills.

5. Create an order deadline. Whether there is a real deadline or one you create, make one.

Usually, a deadline increases will prompt the supplier to act quickly.

6. Clearly mention about the mode of delivery and point of delivery of supply.

On the other hand when you receive the orders, now it is your turn to acknowledge their receipt

and deliver the orders. At this stage your will be required to write the Order Acknowledgment

Letters and while delivering the orders you will be required to write the Order Dispatch

Letters.

78

Sample Order Letter 1

Ahmed Al Kindi Manager Procurement University of Nizwa Oman July 05, 2012 Mr. Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE Sub: Purchase Order No. PUoN/ELECT./121/2012 Dear Mr. Al Rawahi Thank you for your letter of June 09, 2012 containing catalogue, price list and terms of purchase. We are pleased to place an order for 100 Split Type AC at the below mentioned terms and conditions. Items Rate Qty. Amount. AC Split [AIP2120] 120 OMR 50 6,000 OMR AC Split [AIP3120] 135 OMR 50 6,750 OMR Total 12,750 OMR The order is valid only if the following terms and conditions, as per our previous conversations, are fulfilled.

1. There is net 15% discount on the total bill amount. 2. Items purchased are with a free service warranty of one year. 3. The price includes the onsite installation charges. 4. The items will be delivered and installed before August 30, 2012. 5. 25% of the invoice amount will be paid in advance and 75% immediately after the successful

installation. Please acknowledge the receipt of order by a return Fax at the earliest. Yours Sincerely Ahmed Al Kindi Manger Procurements

79

Order Acknowledgement Letter

Order acknowledgement letter is written to acknowledge the receipt of order when the seller

receives the order from the buyer.

This letter is the sample of Acknowledgement to Order Letter 1

Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE July 07, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Sub: Your Purchase Order No. PUoN/ELECT./121/2012 Dear Mr. Al Kindi Thank you for your purchase order of July 05, 2012. We acknowledge the receipt of your order for 100 Split Type AC units. We assure you that the requested items will be delivered and installed in you organization before August 30, 2012. The consignment will be delivered at your place through Express Cargo Services who are best in trade to deliver the supplies safely and with care. Two of our engineers will accompany the consignment to install the AC Units. The Proforma invoice is attached herewith. Kindly make it convenient to send to us 25% advance amount in the form of a bank draft payable at Ajman UAE. Yours Sincerely A Al Rawahi Manager Sales

80

Order Dispatch Letter

Order Dispatch letter is the letter which accompanies the consignment and is addressed to the

buyer. The dispatch letter includes the confirmation of Order dispatch, Payment request and the

proper bill.

This letter is the sample of Acknowledgement to Order Letter 1

A Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE August 15, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Ref: Your Purchase Order No. PUoN/ELECT./121/2012 Sub: Dispatch Order No. GE/DO/2134/2012 Dear Mr. Al Kindi Refer to your purchase order of July 05, 2022. We are dispatching 100 AC Units through Express Cargo Service today on August 15, 2012 which will be delivered at your place on August 17, 2012. The consignment is accompanied by two of our service engineers who will install the AC Units in 5 days. Kindly ensure that some designated person is available to receive the consignment. We are attaching the bill with this letter. Please make it convenient to send the balance 75% of the billed amount within ten days of installation in the form of a bank draft payable at Ajman UAE. We hope our service will give you satisfaction beyond expectations. Yours Sincerely A Al Rawahi Manager Sales

81

Lab Practice 8

Task 1: Study and learn the following sample order letter.

Answer the following questions:

Who has sent the Order: ………………………………………………………………………………….

What is the order number and when is it send: _____________________________________________

When is the dead line for delivery: ______________________________________________________

What is the period of warranty: _________________________________________________________

To whom is order sent: ________________________________________________________________

Ahmed Al Ajmi Procurement Officer Bank Muscat June 15, 2012 Mr. James T Mathews Global Furniture 35 City Plaza, Ajman UAE Order No. BM/ 143/2012 Thank you for your letter of June 07, 2012 containing product catalogue and price list for office furniture along with samples. We are leased to inform you that we are satisfied with quality of your products as it perfectly matches our requirements. We are pleased to place order for the following items based on the conditions given below. Item Qty. Price Amount Officer Chairs (IC 2170) 50 30 OMR 150 OMR Visitor Chairs (IC 2324) 100 25 OMR 2500 OMR Office Tables (IT 3123) 50 100 OMR 500 OMR File Cabins (IFC 227) 100 50 OMR 500 OMR Total 3650 OMR

1. The items will be delivered before July 20, 2012. 2. The Price includes Delivery Charges and onsite fitting and installation. 3. Payment will be made by Bank Draft payable in UAE immediately after the delivery of

items. 4. The prices include 2 years onsite warranty.

Please acknowledge the receipt of order by a return fax. Yours Sincerely Ahmed Al Ajmi Procurement Officer

82

Task 2 Study and learn the following sample Acknowledgement Letter.

Answer the following:

Who has sent the Order: ………………………………………………………………………………….

When was the order sent: _____________________________________________________________

When will be the items delivered: ______________________________________________________

What has been attached with the letter: ____________________________________________________

What amount is to be sent in advance: _____________________________________________________

Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE July 07, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Sub: Your Purchase Order No. PUoN/ELECT./121/2012 Dear Mr. Al Kindi Thank you for your purchase order of July 05, 2012. We acknowledge the receipt of your order for 100 Split Type AC units. We assure you that the requested items will be delivered and installed in you organization before August 30, 2012. The consignment will be delivered at your place through Express Cargo Services who are best in trade to deliver the supplies safely and with care. Two of our engineers will accompany the consignment to install the AC Units. The Proforma invoice is attached herewith. Kindly make it convenient to send to us 25% of the billed amount in advance in the form of a bank draft payable at Ajman UAE. Yours Sincerely A Al Rawahi Manager Sales

83

Task 2 Study and learn the following sample Acknowledgement Letter.

Answer the following:

What is the number and date of dispatch: …………………………………………….………………….

Through which company is consignment sent: ______________________________________________

What amount is requested to be sent: ______________________________________________________

What has been attached with the letter: ____________________________________________________

When will the consignment be delivered: ___________________________________________________

A Al Rawahi Manager Sales Green Air Condition and Electronic Opp. Al Hamedia Municipality Al Zahra, Ajman, UAE August 15, 2012 Mr. Ahmed Al Kindi Manager Procurement University of Nizwa Oman Ref: Your Purchase Order No. PUoN/ELECT./121/2012 Sub: Dispatch Order No. GE/DO/2134/2012 Dear Mr. Al Kindi We are dispatching 100 AC Units through Express Cargo Service today on August 15, 2012 which will be delivered at your place on August 17, 2012. The consignment is accompanied by two of our service engineers who will install the AC Units in 5 days. Kindly ensure that some designated person is available to receive the consignment. We are attaching the bill with this letter. Please make it convenient to send the balance 75% of the billed amount within ten days of installation in the form of a bank draft payable at Ajman UAE. We hope our service will give you satisfaction beyond expectations. Yours Sincerely A Al Rawahi Manager Sales

84

Task Assignments 1

Place an order using following information.

From: James A Anthony, General Manager, LULU Hyper Market, Nizwa Oman

To: Mohmmed Al Ajmi, Manager Sales, Global Electronics, Muscat Oman

Items Ordered:

Refrigerators [RF 2132] 10 @ OMR 200 each

Microwave Owens [MC 102] 30 @ OMR 50 each

LCDs [LCD HD 112] 25 @ OMR 99 each

LCDs [LCD HD 109] 25 @ OMR 149 each

Date of Order: Today’s Date

Note:

Order is to be delivered within 15 days.

Ask for 10% Discount on the bill.

Task Assignments 2

Write an acknowledgement letter for the above order.

Task Assignments 3

Write an Order Dispatch Letter for the above order. Include bill payment request.

85

Chapter 9

Complain Letters

Learning objectives


Define what is a complain letter and its purposes

Explain various parts of complain letter

Write a complaint letter for several different reasons

86

Introduction:

It is a type of letter written when the writer expresses his dissatisfaction with the goods or

services he has received.

A Complaint letter is written to lodge a complaint to the supplier about a product or service you

received from the company or organization for one or more of the following reasons:

Wrong goods received

Poor services

Unsatisfactory quality of goods or services

Late delivery

Damaged goods and

Wrong billing etc.

Writing a complaint letters:

When writing a complaint letter you should not show anger, for the supplier may not be to

blame. The following points need to be kept in mind while writing a complaint letter.

Do not delay; this will make it difficult for the supplier to investigate the cause. At most

of the times the supplier will mention a deadline in the bill itself for entertaining any

complaints.

Do not directly blame the supplier and do not assume that the supplier is automatically at

fault. The supplier may have a perfectly good reason to defend himself.

Avoid arrogance, rudeness and harsh language unless the supplier is not ready to make

adjustments.

write to the correct address and person or department for lodging your specific complaint

provide a detailed account of your dissatisfaction

provide the appropriate evidence to support your claim

87

Parts of the complaint letter

Opening: Mention the proper order number and dispatch date – this will help the supplier

to handle the complaint in less time.

Body: Mention clearly the reason for writing the complaint letter. This will help the

supplier to investigate the complaint with ease.

Action sought: Request the action – suggest what the supplier should do to rectify the

mistake and make adjustments.

Close: close with a warning – give a warning and write what further action you will take

if your complaint is not dealt with seriously.

Language Focus:

Opening:

We received the consignment no. LC/2132/2012 delivered to us on June 05, 2012………

We received the order no LC/2132/2012 on June 05, 2012………………

We took delivery of the above mentioned order {if the order no is mentioned in the Ref.} on

June 05, 2012……….

Body / Reason for Complaining

…………. On opening the packaging we found 5 damaged LCDs…………

…………….. on opening the boxes we found that only 4 TV sets have been shipped instead of 6

TV sets as were ordered…………

……… on checking the goods 20 glass sheets were found broken…………..

Need and reason:

.....we need the TV sets to deliver to our customers …………

…….. the TV sets are required to be supplied to our customers………

………… the glass sheets are required to be delivered to our customers ……….

Action Sought

……. therefore we request you to deliver the balance 4 LCDs at the earliest………..

……. so we would like you to replace the damaged LCDs as soon as possible……

…… so it becomes absolutely necessary/ essential that you ship the additional TV sets………..

……… so the damaged TV sets need to be changed with fresh ones……….

88

Threatening / warning

If the goods are not delivered in time we will be forced to stop your payment……..

We hope the same will not happen in the future……………..

In case such wrong deliveries repeat in the future we would surely place our orders with some

other supplier…….

Any repetition of such wrongful deliveries will force us to cancel all our future order with

you………

89

Lab Practice 9

Task 1

Inform the supplier that you have received damaged goods / wrong order / incomplete

order. Use the following information:

a. 21 chairs received in response to order no UoN/123/2012 of June 03, 2012 were

damaged,

________________________________________________________________________

________________________________________________________________________

b. 3 TV sets received by you on April 30, 2012 were broken.

________________________________________________________________________

________________________________________________________________________

c. 5 refrigerators were received instead of 7 refrigerators ordered.-

________________________________________________________________________

________________________________________________________________________

Task 2. Express the opening, action sought and give warning, using the following

information.

Goods received are damaged………….required to be immediately replaced…….if not replaced

in time…………..

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

3 chairs received were broken…………… required to be changed……… if not changed……….

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

Supplies received were not as per actual order……………… actual goods to be delivered…….if

not………….

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

______________________________________________________________________________

90

Task 3

The following is a claim / complaint letter written by Bank Muscat to Global Furniture

UAE. Read the letter carefully and learn it.

Bank Muscat

Nizwa Oman

March 3, 2012

Global Furniture

UAE

REF: Order no. GL/2134/2012

Dear Sir,

We received the delivery of the above referred order for 200 chairs.

On checking the chairs we found that 25 chairs are damaged which we are returning through the same

cargo company.

The chairs are immediately required to be installed in our newly opened branches; therefore it is

absolutely urgent that you dispatch 25 new chairs as soon as possible.

We hope the chairs are delivered in time. In case of delay or further improper delivery we will be forced

to cancel this order and place the order with some other company.

We are looking forward to receiving the chairs without delay.

Yours faithfully

M. A. Al Arzi

Bank Muscat

Nizwa, Oman

91

Task 4: Letter writing Practice

Complete the letter below by filing in the missing information.

The letter is send by Lulu Hyper Market, Nizwa, Oman to Bright Computers LLC, PO Box 313,

P.C 716, on June 4, 2012 complaining that they have received 26 Dell laptops, out of which 6

Laptops are defective and need to be replaced. Mention that these laptops are required to be

supplied to the customers immediately. The order reference number is BC/2145/2012.

Lulu Hyper Market

_________________

June _____________

_________________

_________________

_________________

REF: _______________________________

Dear Sir,

We received the _________________________________________________________________.

On checking ______________________________ we found ______________

______________________________________________________________________________.

_______________________immediately required to be ________________________________

therefore it is ________________________________________________________as soon as possible.

We hope the _______________________________.

We are looking forward to receiving the ___________________________________________.

Yours faithfully

Nasser Al Ajmi

_________________

_________________

92

Task 5 A: Re-order the scrambled words to make meaningful sentences.

1. received – we – supplies – the – yesterday.

______________________________________________________________________

2. boxes – the – 5 damaged – we found – TV sets – on opening.

______________________________________________________________________

3. the – to customers – to be – supplied – goods are.

______________________________________________________________________

4. are requested – you – these – immediately – to send.

_____________________________________________________________________

Task 5 B: Properly combine the incomplete the sentences in A and match them with

incomplete sentences in B to write meaningful sentences in C

A B C

We received the supply of installed in classrooms

immediately.

On opening the boxes replacement as soon as

possible.

There chairs are required to be force us to change the supplier.

We request you to send the to receiving the supplies in

time.

Any further wrong delivery

will

50 chairs yesterday.

We are looking forward 3 TV sets were found damaged

93

Task 5: Write a letter to Himalayan Publishers Ltd. 314 Darya Ganj, New Delhi, from Ahmed

Al Kindi, Librarian, University of Nizwa, NIzwa Oman and complaint that you have received

incomplete order i.e out of 52 book titles you have received only 41 titles. Mention the

following:

That you are attaching the list of missing book titles.

That you need these books immediately as the academic semester is about to start.

That incase these books are not made available in time you will take action (give warning).

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Lesson 10

Adjustment Letters

Learning objectives


Define what is an adjustment letter and why it is written for

Explain various parts of an adjustment letters

Frame an adjustment letter in response to a complaint

95

Introduction:

When you receive a claim/ complain letter it becomes extremely important to reply to that letter

even if you are feel that you have made any error or mistake. This is very important to strengthen

your relationship with your customers and build trust in them.

The Adjustment letters are the replies to the complain letters where you inform the sender about

the action you have taken or you are going to take with regard to his complaint.

When writing complain letter you should be apologetic and say sorry even if you are not. In case

you have caused injury or offence or you have not met the terms of the contract/ agreement, it

becomes more important to apologize to avoid any legal action the complainant may take against

you.

Parts of an Adjustment Letter / Letter of Apology and Language Focus

Opening:

The opening of an apology letter / adjustment letter should include the reference to the complain

made by the customer and express regret for the inconvenience the customer has faced.

We are extremely sorry to learn that …………….... and apologize for the

……………………

We greatly regret to have delivered …………………. and are extremely sorry for the

inconvenience caused ……………….. We seek your apologies……………….

We feel extremely apologetic for having delivered …….. and we regret

……………………

State action taken / to be taken:

We have already started investigating the matter…………………….. and will inform you …..

We have identified the errors / mistakes / faults ………………… and will get back to you……..

We have received back the damaged goods……………………….. and will dispatch the

replacement…………..(give time)

Follow up Action:

We assure you that such mistakes / errors will not be repeated in future………….

Please write to us if you still have any complaint…………………

We hope the replacement / adjustment will serve the purpose……………..

Closing – Apologize again

We again apologize for the inconvenience caused…………………….

We again regret for having caused you inconvenience……………….

We again feel extremely sorry for …………………..

96

Lab Practice 10

Practice exercise 1:

A. Express regret for the following:

a) 3 TV sets delivered to the customer were damaged

_____________________________________________________________________

_____________________________________________________________________

b) The customer received a wrong order

_____________________________________________________________________

_____________________________________________________________________

c) There is an error in the bill

_____________________________________________________________________

_____________________________________________________________________

Example: We are extremely sorry to know that two boxes containing milk powder were

damaged.

B. Apologize for the following:

a) There has been a delay in supplying the goods.

_____________________________________________________________________

_____________________________________________________________________

b) For delivering wrong order.

_____________________________________________________________________

_____________________________________________________________________

c) The customer has faced great inconvenience.

_____________________________________________________________________

_____________________________________________________________________

Example: Please accept our apologies for causing you inconvenience.

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Task 1 A: Reorder the scrambled words to get meaningful sentences.

1. you have - extremely – 2 damaged - we are - received - sorry - to know that - TV sets.

___________________________________________________________________________

2. dispatched - we have - the damaged ones - 3 new fans - to replace.

___________________________________________________________________________

3. we - the inconvenience - greatly - caused to you - regret.

__________________________________________________________________________

4. you - we offer - our sincere - for what - apologies - has happened.

___________________________________________________________________________

5. such mistakes - we assure- you that - will not -in future - repeat.

___________________________________________________________________________

Task 1B: What would you say in the following Situations?

1. When you make a mistake with your customer.

I am _____________________________________________________________________

2. When you cause inconvenience to your customer/client.

I am _____________________________________________________________________

3. When you promise not to repeat a mistake.

I ________________________________________________________________________

4. When you warn your supplier for causing inconvenience to you.

__________________________________________________________________________

98

Task 2: Read and Learn the following adjustment / apology letter written by Global

Furniture LLC, UAE to Bank Muscat, Nizwa Oman.

Global Furniture LLC

UAE

May 14, 2012

Bank Muscat

Nizwa Oman

REF: Order No. GL2613/ 2012

Dear Sir,

We received you letter of May 10, 2012 stating that you have received 5 damaged file cabins. We are extremely

sorry to know that the chairs delivered to you were damaged. The chairs must have got damaged during their

transportation. We regret the inconvenience caused to you.

We have today dispatched 5 new chairs which will hope fully be delivered to you with in three days.

We will take due care to avoid such things in future.

We once again apologize for the inconvenience caused to you.

We look forward to receiving more orders from you in future.

Yours Sincerely

T M Jones

Global Furniture LLC

UAE

99

Task 3: Complete the following letter: The letter is an apology letter written by ABC

Computers LLC Muscat to University of Nizwa for delivering 3 un-configured Laptops. The

letter is written on June 05, 2012 in response to the complain letter of May 29, 2012. The

reference order no. is ABC4213/ 2012.

____________________

____________________

___________________

___________________

___________________

REF: ______________________

Dear Sir,

We received you letter of _________________________________ stating that you have received _____________

___________________________________. We are extremely _________________________________________

________________________________________. The Laptops may not have been configured because of oversight.

We regret __________________________________________________________.

We are sending one of our computer engineers who will _______________________________________________

____________________________________________________________________________.

We will take___________________________________________________.

We once again _____________________________________________________.

We look ________________________________________________________________.

Yours Sincerely

___________________________

__________________________

100

Task 4: Self-Practice Exercises: (In Lab)

1. Write a letter of adjustment/ apology from Almarai Company LLC, Muscat Oman to

Lulu Hyper Market, Nizwa Oman for having supplied 30 cartons of outdated / expired

milk. The complain was made through a letter on June 03, 2012. The order no. is LULU-

N/1234/2012.

Task 5: Pair Work

Make pairs of two students.

Student A: Will write a letter to a company informing them about delivery of damaged goods

and urge them to replace the goods as soon as possible.

Student B: Will write a letter of apology/ adjustment in response to the complain letter

written by student A.

101

Lesson 11

MEMOS and EMAILS

Learning objectives


Differentiate between business letters and memos or e-mails

Explain the reasons and circumstances at which e-mails or memos are written

Describe various parts of memos and e-mails

Understand how to draft a memo

102

What is a Memo?

The term "memos" is a shortened form of "memoranda" or "memorandums."

Memos, sometimes referred to as "intra-office correspondence," are written communications

intended for an internal audience. They are generally less formal than letters and reports.

Why write memos?

Memos are useful in situations where e-mails or text messages are not suitable. For example, if

you are sending an object, such as a book or a paper that needs to be signed, through internal

office mail, you can use a memo as a covering note to explain what the receiver should do.

What does a memo contain?

The content of a memo ranges from a brief announcement to full-fledged situation analyses and

action recommendations. Consequently, their length also varies depending upon their purpose

and content.

Some organizations choose to arbitrarily limit the length of memos to a single page, suggesting

that messages requiring more than one page have enough content to justify a report. Other

organizations allow memos to be as long as required, which necessitates the use of summaries,

headings, lists, and other emphatic devices to facilitate their reading.

Memo formats

Although formats vary among organizations, a memo minimally has a heading and a body. In

addition, it may also have a signature line, reference initials (RE), an attachment/enclosures

notation (Enc.), and a carbon copy notation.

A typical Memo format is described on next page.

EMAILS

What is an Email?

The term "email" is a shortened form of "electronic mail".

Emails are the type of written communication through electronic media using internet. With the

use of more and more internet in the work environment, people a relying more on emails these

days than on any other type of communication. This communication is the fastest and most cost

effective medium today.

Why write Emails?

Organization write emails for both "intra-office correspondence”, (for internal audience like

employees) as well as for "inter-office correspondence” (for external audience like customers,

suppliers and other stake holders).

Emails are generally least formal than any other type of written communication.

A typical email format is described on next pages.

103

ZUBAIR AUTOMATIVES COMPANY MUSCAT OMAN

MEMO To: All branch sales managers. From: John E Wills, General Manager Sales. Date: June 15, 2012 Reference: Executive body meeting of June 10, 2012 Subject: Sales promotion schemes during Ramadan 2012. Based on inputs and customer feedbacks obtained during last two months, it has been decided that the Ramadan special sales offer on all car models shall be applicable from July 15, 2012 till August 31, 2012. We are excited about the customer response and hope that we achieve the best sales targets during this period. The details of the Ramadan offer are enclosed. Signature Name Enclosures: Details of Ramadan offer Copy to / CC: All Branch Sales Managers in Oman.

Heading A typical memo heading usually contains the

following:

To:

From:

Date:

Reference:

Subject:

The names of sender and receiver do not

require courtesy titles (Mr., Mrs., Ms., or

Miss) although Dr. is sometimes used.

Subject lines are as specific as possible,

leaving no uncertainty regarding the purpose

of the memo.

The heading may also contain a reference line

(reference line is used only if you are referring

to some previous communication). Short

reference lines appear two lines below the

Date element; extensive references have their

own lines, usually after the Subject element.

Body Paragraphs are single-spaced with a double

space between them. Either a block or

indented format is employed. Headings, lists,

and other emphasis techniques are useful,

especially in long memos.

Use of indentions in the body of the memo

depends upon the style preference of the

organization.

Signature Line Signature lines in memos do not require

courtesy titles.

Normally, a memo has no signature line--the

sender's name is given in the heading after

From. If desired, however, a signature line

(with either printed or handwritten name or

initials) may be inserted two lines below the

final line of the memo body.

Attachment / Enclosure Notation Attachment l Enclosures notations are rather

uncommon in memos.

Attachment notations, if used, appear on the

line immediately below the reference initials:

These may be indicated as:

Attachments:

Enclosures: Encl: En:

Copy Notation The copy notation appears two lines below the

reference or attachment notations: These may

be indicated as

cc cc: Copy to Copies to

A memo sent to several individuals may also

list their names after "To" in the heading and

omit the "Distribution" designation.

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Sample of an Email

To: The Email address of the receiver.

CC: Carbon copy / courtesy copy- we can add

the email addresses of the people to whom

you want to send the same email

BCC: here you can add the email address of

the people whom you want to send the same

email, but you do not want that the actual

receiver should know about this.

Subject: In emails the subject is inserted just

below the TO and BCC column.

The subject line in emails should be more

descriptive which clearly tells the receiver

what is the email all about. This is because

when receiver accesses his email the subject

line is what appears before him. If the subject

is not clearly written the reader may delay in

reading the email and sometimes may also

discard the same.

Body Paragraphs are single-spaced with a double

space between them. Generally block

format is employed. Headings, lists, etc are

normally not used as emails are generally

short and consise.

Attachment / Enclosure

In emails no separate notation like Enc.: is

required as the attachments are uploaded as

the soft copy. However it is important to

mention about your attachments in the

body of the email itself.

Signature Line Like memos Signature lines in emails do not

require courtesy titles such as Mr. Miss. Mrs etc.

It is important to input the signature lines which

include your name, designation, address and

contact numbers etc.

You can scan you hand signature also if you wish

to make your emails more authentic and formal.

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Practice Exercises

Lab Practice 1: MEMO Writing

Instructions:

Put the items from the table (A) below in proper sequence in table (B) to write a MEMO:

(A)

1 Enclosures: Approval of funds.

2 From: Haitham Al Abri, General

Manager

3 Date: January 10, 2012

4 Signature

5 Thank you.

6 Your request for grand of funds has

been approved by the management.

7 Reference: Your request for approval

of funds

8 You will be required to submit the fund

utilization certificate

9 To: Ahmed Al Ajmi, Branch Manager,

Nizwa

10 I am forwarding you the approval

which is attached herewith.

11 Name

12 to the head office before July 31, 2012.

13 Subject: Grant of fund approval

(B)

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Self-Practice: Task 2

Read the following situation and write a memo.

You are Manager Human Resource in ABC Company

You are writing a memo to all head of departments in your company.

You can use present date for this purpose.

You have come to know that the employees of the company avail leaves without following the

company’s leave rules. You are now informing all Head of departments that they should inform

their employees to strictly follow the leave rules of the company. You are attaching a copy of

leave rules with your memo.

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