Top Management Language

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TOP MANAGEMENT LANGUAGE

Conf. Dr.

VIOLETA NEGREA

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CONTENTSPART I. BUSINESS COMUNICATIONUNIT 1. COMUNICATION IN BUSINESS..................................................UNIT 2. FIGURES IN BUSINESS...........................................................

UNIT 3. DRAFTING FORMAL WRITTEN DOCUMENTS..............................UNIT 4. EMPLOYEMENT FILE; JOB INTERVIEW.......................................UNIT 5. INTERNAL FORMAL BUSINESS DOCUMENTS.............................5.1. MEMORANDUM ..........................................................................5.2. REPORTS...................................................................................5.3. MINUTES....................................................................................5.4. SURVEYS....................................................................................UNIT 6. EXTERNAL FORMAL BUSINESS LETTERS ....................................6.1. INVITATION .................................................................................6.2. STATUS INQUIRY ..........................................................................6.3. RECOMMENDATION LETTER............................................................

6.4. INQUIRY for GOODS and SERVICES.................................................6.5. OFFERS/QUOTATIONS.....................................................................6.6. ORDERS; ORDERS ACKNOWLEDGEMENT...........................................6.7. COMPLAINTS..................................................................................PART II BUSINESS RELATIONSHIPUNIT 1. BUSINESS CONVENTIONS...........................................................UNIT 2. ORDINARY CLAUSES IN BUSINESS CONVENTIONS.........................UNIT 3. SPECIFIC CLAUSES IN BUSINESS CONVENTIONS..........................UNIT 4. PAYMENT METHODS...................................................................4.1. LETTER OF CREDIT..........................................................................PART III BUSINESS MANAGEMENT

UNIT 1. MANAGEMENT OF BUSINESS ORGANIZATIONS...............................UNIT 2. PRODUCTS, SERVICES, TRADE MARKS and BRANDS .......................UNIT 3. ADVERTISING............................................................................PART IV INTERNATIONAL BUSINEES ISSUESUNIT 1. EUROPEAN COMMUNITY AND INTERNATIONAL BODIES ANDPROGRAMMES1.1. ENLARGEMENT OF THE EUROPEAN UNION1.1.1. ACCESSION PROBLEMS..................................................................1.1.2. ACCESSION STRATEGIES................................................................1.1.3.CONCLUSIONS................................................................................

1.2. PHARE PROGRAMME..........................................................................UNIT 2. INTERNATIONALINSTITUTIONS.......................................................2.1. THE UNITED NATIONS........................................................................2.2. REGIONALINSTITUTIONS.....................................................................2.3. NORNS AND LEGAL PRACTICE OF INTERNATIONAL ORGANIZATIONS3. THE NATURE AND DEVELOPMENT OF THE INTERNATIONAL LAW3.1 INTERNATIONAL LAW TODAYPART V INFORMATICSUNIT 1 INFORMATION TECHNOLOGY..........................................................

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PART IBUSINESS COMMUNICATION

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UNIT 1COMMUNICATION in BUSINESS

Objectives:

- become familiar with notions and importance of non verbalcommunication in business

- learn and use specific vocabulary

- adopt and perform appropriate tone and attitude

Communication is important to the point that without it an organization

cannot operate. Its activities require human beings to interact, react, andcommunicate.

If you can communicate effectively in speaking and writing, you arehighly evaluated. Managers and top-level executives are concerned with theneed for better communication. Business executives usually rank the ability tocommunicate in the first place among the personal factors necessary forpromotion within management, and business communication ability isconsidered one of the most useful.

Oral communication obviously preceded written communication. Theancient Greek and Roman world depended heavily on oral communicationespecially in government assemblies and in the law courts.

A school of teachers called sophists taught ancients to speak well, for todefend one and to speak eloquently were marks of a learned person. Moreformal instructors were called teachers of rhetoric and taught ideas: Socrates,Plato, Aristotle, Cicero, and Quintilian.

During the Medieval and Renaissance period the oral traditioncontinued. But writing became more and more important as a permanentrecord of communication, and authors and books on written communicationprinciples appeared. Desiderius, Erasmus, Richard Sherry, Angel Day are theforerunners of those associated with our modern principles of writtencommunication. Some of today's principles of writing are a mixture of ancient

oral and written traditions. Business communication is one offshoot from anearlier world where communicating well was a foundation of learning.

Correspondence is essential in establishing and confirming conventionsin business activity. Typed or produced on a word processor, it is a mirror ofthe writer and of the business itself. Therefore what is written and how it iswritten expressed is as much a part of a business education as accountancyand economics.

On the other hand, information is power. Speed and efficiency in writtenbusiness communication depend on a great extent on how the organizationhandles information. As an employee, manager, owner or supervisor, in a

rapidly changing business environment you will need to understand to use the

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technology of today's information age, to create, transmit and storeinformation.

Nowadays thousand of hours are devoted daily to interviews,conferences, memos, report, employee manuals, letters, advertising, news,articles, bulletins, newsletters and other messages. They require the time of

executives and assistants for researching, thinking, planning, organizing,dictating, typing, editing, revising, proofreading, mailing (the written),presenting (the oral), and filing records. That is why it is to be considered thewasteful cost of unclear, incomplete, inaccurate inconsiderate and unduly longor late letters. Poor messages are more expensive because they destroygoodwill, waste time, and alienate the customers. Successful messages help toenhance efficiency, goodwill, safety, productivity, profits and public credibility.

Many surveys and articles confirm that effective communication isessential for a successful career and promotion in business. Top, middle and

operation managers confirm that business communication skills influence theadvancement to executive positions. Like any other worthwhile activity thequality of the individual attitude and preparation affects communication. Thepersonality, the image and culture of a company are the extension of themany personalities and traditions of its employees. Any of them, whether anexecutive or a new clerk, is responsible for this image, for building thegoodwill. Most people can learn to communicate effectively for business andbuild the goodwill attitude by developing intelligent, sound judgement whenchoosing ideas and facts for each message. The integrity of the writer, backedup by a valid code of ethics, a reasonable facility with the English languageand applied knowledge of the communication process and principles are also

important for a successful and effective communication skill.Appearance conveys a non-verbal impression that influences the

recipients' attitude toward the message even before they read it. As forwritten messages, the envelopes overall appearance size, color, weight,postage may impress the receiver as important, junk or routine mail.The letter report or title page communicates nonverbally even before itscontents are read. The appearance of the messages stationery and its length,format and typing is meant to lead to a certain attitude and impression of thereceiver. The enclosure quantity and attractiveness (charts, graphs,pictures) also give nonverbal impression.

Whether when speaking to a person face to face, or to a group in ameeting, personal appearance conveys nonverbal stimuli that influenceattitudes, even emotions, towards spoken words.

Clothing, jewelry, hairstyles, cosmetics, fingernails, neatness, andstature represent parts of the appearance. They convey opinions regardingoccupation, age, sex, nationality, social and economic status, job level andgood or poor judgment.

Aspects of surroundings that communicate include room size, location,furnishing, machines, architecture, wall decorations, floor (carpeted or bare)lighting, windows and other aspects.

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The body language also communicates by facial expressions, gesturespostures, smell and touch. Sometimes, they are more meaningful than words.They are also important for special occasions, interviews, speeches, etc.

The eyes' expression can make the receiver understand hiddenemotions anger, annoyance, confusion, enthusiasm, fear, hatred, joy, love,

interest, sorrow, surprise, and uncertainty. They can sometimes evencontradict verbal statements sometimes Direct eye contact is desirable whenpeople have a face-to-face conversation. Eyes that drop or shift away from thelistener may show a shy, dishonest or an untrustworthy person.

Continual gestures with arms while speaking may reveal nervousness,or they also may distract listeners attention from the spoken words. One'shandshake can also show firmness or limpness, promptness attitudes.

Legs position can reveal certain nonverbal attitudes for a man sittingwith legs stretching on top of this office during an interview, or a standingperson shifting weight from one leg to another in a rhythmic motion while

humming or pacing back and forth while speaking.Confident executives may have a relaxed posture and yet stand more

erect than a timid subordinate. Interested persons may lean forward towardthe speaker, while those who are bored or annoyed may slump as well asyawn and repeatedly glance at their watches.

Touching people in different ways and places can communicatefriendship, love, approval, hatred, anger or other feelings. A kiss on a cheek,pat on the shoulder or slap on the back is prompted by various attitudes andemotions. Various odors and artificial fragrances on human beings cansometimes convey emotions and feelings better than spoken words.

Different meanings can also be conveyed by the rate, pitch and volumeof the voice. Speaking fast can reveal nervousness, but a soft voice soothesand calms. Even silence can determine serious hard feelings, loss of businessor profits.

Time is also an important conveyor of nonverbal communication. Beingon time for appointments, for work every day, and for deadlinescommunicates favorable messages in our culture.

Human sounds communicate non-verbally such as clearing the throat,sighing, laughing, etc. The ability to communicate and understand themessages is an important business skill that that is to be developed.

Advantages of Using Electronic Technology in BusinessCommunication

Information now doubles every six years, causing managers to spend anincreasing amount of time receiving, absorbing, creating and distributinginformation. The abundance of information is called information overload .It isforcing managers to look for ways to reduce the amount of paperwork. Theyrealize that information is an extremely valuable resource only if received in atimely, concise and accurate manner. Thus, control becomes a key factor inthe management of information. Using electronic technology is highlyrecommended because of the advantages it offers:

- elimination of monotonous routine tasks

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consuming, and everyone - from producer to retailer - guarded informationjust like the crown jewels.

Interactive TV (ITV) is the television that can offer from onlineshopping, e-mail personalized news and entertainment to T-banking. This ispossible by

combining TV with Internet. Still at its beginning in Europe, ITV is expected tobecome soon an everyday reality. In 1996 Television Par Satellite became thefirst broadcaster in the world to launch fully digital interactive services viasatellite. The subscribers have access only to informational and e-commercesites offered by TPS commercial partners who have paid for the privilege.Soon a new generation of satellite decoders is expected to enable viewers toswitch from TV and movies to full Internet browsing via a single set-top box.Specialized companies offer interactive games plus ability to exchange e-mailswhile watching films. Online auction channel and full Internet access areplanned for later. Some of them offer already interactive personalprogramming thanks to digital video recorders that customize your TVschedule by learning your viewing habits and automatically recording yourfavorite shows. New competitors keep entering the fray, starting to roll outinteractive services which include full Internet access, video and audio ondemand, enhanced sports programs and channels with content partners.

To make sound decisions, relevant information must be available whenneeded. Information sharing is one of the most effective tools of today'sinformation society. Large databases (stockpiles of information by subject andtype) make tens of millions of pieces of information available within minutes.You can broaden or narrow your search from relevant information byspecifying one or more categories of key words.

To ensure accuracy of information, computers can be programmed toperform a number of important functions, relevant to business communication,such as grammar checkers, programs to generate forms, maintain calendarsand produce schedules.

These programs (software packages) are extremely beneficial and canbe purchased rather inexpensively.

The ability to take past data and chart future business operations, onthe basis of trends and conditions is essential in today's ever-changingeconomic environment. Goals are important for success. By taking datagenerated in recent weeks, months and sometimes even years, managers plan

budgets, produce schedules, control inventories, determine pricing and planfor the best use of their resources. With computerized operations, informationthat once took weeks or months to obtain can now be available in a matter ofhours.

EXERCISES

I. Match the following terms with their definitions about the newtechnology in business: 1) computer conferencing; 2) desktoppublishing; 3) facsimile; 4) communication satellites; 5) CD-ROM; 6)electronic meeting; 7) electronic messaging; 8) access to on-line databases; 9) audio conferencing 10) electronic mail.

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a) Makes possible the extension of basic communication and broadcastingservices throughout a country or region, including the most remote islandsand villages. They can be used to provide basic telephony as well as radio andtelevision networks with multiple sound tracks for local languages, whereappropriate.

b) A means of communication via computers as an immediate exchange ofinformation. Messages can be sent from one computer to another through ahost computer equipped with communications and message-processingsoftware including so-called mailboxes for subscribers. These services arecheaper than voice communications and overcome the differences in tie zonethat hinder real-time communications.

c) Interaction of many users through a central host computer. Each membercan share ideas with others and respond to their comments. Participants maylog on at their convenience, thus avoiding the need to accommodate differentschedules at time zones.

d) Microcomputers are now enhanced with graphic capabilities to producenewsletters and other printed material without typesetting.

e) Facsimile transmission and electronic mail may be particularly viablealternatives to sending hard copies of correspondence and documents throughthe mail in areas where service is often slow and unreliable. The technologiescan also be used to link staff in the field with one another and withheadquarters.

f) Managers, development experts and project staff may now stay in touchelectronically rather than through face-to-face meeting. It allows groupmembers to interact at their convenience by reading and contributing

g) A technology with widespread development applications that enables anytype of hard copy, including print, graphics and handwritten messages to betransmitted over a telephone line. It can also be transmitted from a personalcomputer.

h) A thin route service by which several sites can be linked together through abridge at as watching point or through a common frequency assigned on asatellite audio channel. Used for holding meetings, tutor students in ruralareas or train staff in the field.

i) Information in the form of databases, full texts of journals, video images,and other graphics stored on a compact disk and retrieved with a relativelyinexpensive reader attached to a microcomputer. It has a vast storagepotential, low cost, durability and ease of use.

j) Users of a computer terminal and modem can dial into a database and

search for information using key words or phrases. Relevant information isthen displayed as a citation, abstract or sometimes a complete text of

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documents. Users can then select the relevant information and download itinto their own computer or print it out.

II. Re-arrange the following characteristics under the separate titles:

A. Oral communication B. Written communication

1. Short sentences; 2. Possibility of review; 3. Immediate feedback; 4. Moredetailed, technical information; 5. More conversational sentences; 6. Focus oninterpersonal relations; 7. Possibility of detailed documentation; 8. Lesscolloquial quality; 9. Less spontaneity; 10. Highly contextual nature; 11. Moreslang and contractions; 12. More involved sentence structure 13. Less detailedtechnical information; 14. More personal pronouns; 15. Possibility of review;16. Useful for permanent record; 17. Prompter action; 18. Greater linguisticemphasis; 19. Later action; 20. Delayed action; 21. Focus on content; 22.More imperative, interrogative, exclamatory sentences; 23. useful forpermanent recordIII. Give examples of non-verbal communications that can contradictspoken words.

IV. Look at the following images. Make a written description of eachitem and of the way they work.

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UNIT 2FIGURES in BUSINESS

Objectives:

- use of figures and numbers appropriately in business- make use of figures in oral and written presentation; graphs, statistics

Saying numbers correctly

A) 0 is pronounced:- oh: - after a decimal point:6.06 = six point oh six

- when dictating or indicating a telephone number: 0944532680 -oh nine double four five three two six eight oh

- a room number: 303: three oh three

- a bus number: 105 one oh five- in years: 1909 nineteen oh nine; 2003: two thousand oh three(American); two thousand and three (British);Nought: - when expressing a leading zero:0.001% - nought point oh one

Zero: - for the number zero: 0- for temperature: 5 five degrees below zero

- Nil: - sports scores: Romania won the match two nil (2-0)Love: - in tennis scores: The score is thirty love after the break.

B) The decimal pointPoint, not comma is used for decimals in English. Comma is used

for writing thousands, but computers do not use it. When reading, allthe figures after a decimal are pronounced separately:- 10.33 - ten point three three (double three) but NEVERten thirty three- 0.25 nought point two five- 10.002 ten point, oh oh, (double oh) two- 10,002 ten thousand and twoUnits of money are read like this:- $5.25 = five dollars twenty five. (when doing business, pronounce each

figure separately, carefully)- 0.250 nought point two five oh

C) When dealing with rates, in percentage, bear in mind the followingreading:- 0.3% - one third of one percent- 0.25% - a quarter of a percentage point

D) Hundreds, Thousands and Millions- British English: 225 - two hundred and twenty five- American English: 225 - two hundred twenty five; 1,999: one thousandnine hundred ninety nineyear 1999: nineteen ninety nineyear 2000: two thousandyear 2005: two thousand and fiveyear 2010: two thousand and ten or, twenty ten

1,000,000: million, or ten to the power six(106 )1,000,000,000: a billion or ten to the power nine (109)

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E) Squares, Cubes and Roots52five squared53five cubed5 the square root of 5

F) Fractions

Fractions are usually similar to ordinal numbers: a half, a fifth, aquarter, 2/3 two thirds, 3/4 three quartersG) Foreign currency1. How many lei-s are there to the dollar?2. How many Euros shall we get per dollar?3. The current rate is 35,000 lei to the dollar.H) Numeric adjectivesNumbers can be used as adjectives before a noun:1.A fifteen-minute meeting but NEVER a fifteen minutes meeting.2.A twenty-dollar allowance, but NEVER a twenty dollars allowance.I) Mathematical symbols and expressions:

1. 2+5=7 two plus five equals seven2. 8-3 eight minus three3. 7x6 seven times six4. 12:3 twelve divided by three5. A>BA is more than B;A is greater than B6. A


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- decrease: ... business sector has decreased gradually.M) Other ways of expressing tendencies and trends of differenteconomic phenomena:- to level out/off: ... the prices leveled out this year;- to remain stable: ... sales level remained stable for the whole year;

- to fluctuate: ... the export level fluctuated the last years;- to reach/come to a peak: ... the Japanese car industry reached its peak in1995.N) Specific prepositions:- productivity raised from 50% to 75%- productivity fell from 60% to 40%- the salaries in budgetary sectors stayed /stood/remained at the same level- a basic salary increase of minimum 37,5%- productivity rose by three percentO) The extent of change is indicated through certain specificvocabulary:

- fractionally/marginally/slightly/a little lower/higher- somewhat lower/higher-considerably/substantially/a great deal/noticeably/far lower/muchlower/dramatically/lower/higher- grow - dramatically/sharply/rapidly- grow gradual/steady fallP) Contrast is also expressed specifically:- although/despite/in spite of/whereas/however/nevertheless/- phrases like: in contrast (to); ...while ...;...against...; ...compared to...; incomparison (to)... on the other hand...; on the contrary.R) Similarity is shown using:- like/ alike/ the same/is similar to/ neither...nor/ similarlyS) Describing size and dimensions:

a. It is 6 meters wide and 12 meters long.b. It is 6 meters by12 meters.c. It issquare/rectangular/roundd. It is L-shaped.e. Its like an H.f. It has a seating capacity ofsixtyg. It can take up to sixty people.

I Read the following aloud:1. 0. 02 per cent only! Incredible!2. Room service, for 609, please!3. I'm shivering! It must be less than 10 degrees below 0.4. My favorite team won 1-0.5. My grandmother was born in 1909.6. We shall get the 209 bus to reach to the zoo.7. Write down my telephone number: 0945306558.8. The score has already reached 15-0 for our tennis team.9. How much did the dollar raise? 5.04 percent.10. 0 is the first natural figure in mathematics.

II. Read aloud and write the following:

1. The exchange rate has raised 3.233 per cent.2. The difference is hardly over 0.02 per cent.

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3. The price is around 20.50 in sterling.4. Repeat, please, 0.25 or 0.025?5. The dollar rose to 3.595 lei.6. I said 12.002, not 12,002.

III. Dictate and write:

1. Say it clearly, once again, 2,000,000,000 or 2,000,000?2. The leu rate of exchange has become more stable in 2004.3. The denomination of $ banknotes are 1; 2; 5; 10; 20; 50; 500; 10,000.4. The divisions of the $ are silver coins of 1 and 5 (nickel), 10 (dime);25(quarter); 50 (half a dollar).

IV. Calculate and read aloud:1. 35+25=2. 17-12=3. 4+7+12+9-5-3=1+2+3+4+5+6+7+8+9=

5.5

=;121

=6. 32 =; 252 =; 35=

V. The following text includes measurements in feet and inches, whichare still used when talking about the peoples height in some English-

speaking countries. However, it is easy to calculate the equivalentheight in meters.

1 foot () = 30 cm 1 inch () =2.5 cm5 feet = 5x30 cm = 1.5 m 6 inch = 6x2.5 = 15 cmSo five feet six (56) = 1.5 m + 15 cm, which is 1.65 m

VI. Look at the way numbers and figures are used in the dialogues.Compare the spoken form with the written form on the right."That'll be thirty-seven pounds twenty, please..." (37.20)"Room four oh eight." (408)"Two hundred divided by one point four equals one hundred and forty-twopounds eighty-six..." (200:1.4=142.86)"... less two pounds commission ... comes to one hundred and forty poundseighty-six pence" (- 2.00 = 140.86)

VII. Read these amounts to a partner and get them to make the finalcalculation:1. 2.50+4.15 =2. 10% of $150 =3. 5 x 14 =4. 206 + 2,324 =5. $16.95 x 2 =6. $1000 -10% =7. 60+ 15% =8. $4,396 + $3,221 =

VIII. How quickly can you find the answer to this sum?Five add three, divide by four, subtract one, multiply by six, take away five,three times, plus eleven, minus four, halved, equals what?

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IX. Give an example of each item below:1. an odd number2. a three-figure sum3. four consecutive numbers4. a multiple of 17

5. an even number6. a fraction7. a number with three digits after the decimal point8. an equation

X. Write a short paragraph about the beliefs and superstitions youknow about numbers.

After having revised the main ways of using figures in written and oralEnglish for business, let us have a look on how to use them when having abusiness presentation to make possible a correct decision-taking process.

X. Describe the following graphs:

a) b) c)

..d) e) f)

XI. Name the following types of graphs:

1. column chart; 2. pie chart; 3. stacked chart; 4. doughnut chart; 5. bar

chart.

a)

0

5

10

15

20

25

30

35

Jan Feb Mar Apr May Jun

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Food

Jan

Feb

Mar

Apr

May

Jun

b)

Jan

Feb MarApr

MayJun

0

10

20

30

40

50

60

70

Motel

Gas

Food

c)

62%

24%

10%

4%

d)

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62

24

10

4

0 10 20 30 40 50 60 70

America

Europe

Others

Japan

e)

XII. Read the following introduction text describing the development

of ATM use and its future growth. Look at the graph and complete its

description.

More ATMs

Between 1998 and 2004 world automatic teller machine (ATM)

installations were predicted to rise by 45% according to Retail Banking

Research. The growth began immediately after 1975 and...

1200

11001000

..900

..800

..700

600

500

400

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XV. Translate into English:

A.

Agenia de turism JInfo Tours a nregistrat n aceast var o cretere cu

peste 3o% a numrului de clieni fa de perioada similar a anului trecut,

fiind estimat o cifr de afaceri pentru acest an, de aproximativ 11 milioane de

dolari, superioar cu 30% ncasrilor din 2001. In perioada mai-septembrie,

aceast agenie a avut n total 12.000 de clieni, dintre care peste 8.000 au

fost turiti romni, 1.500 au fost strini, iar restul este reprezentat de

participanii la diverse congrese i conferine internaionale. Cele mai

importante creteri ale numrului de clieni au fost nregistrate la plecrile n

strintate i la sectorul de business. Destinaia preferat a turitilor romni

care i-au petrecut concediile n strintate a fost n acest an Spania, motiv

pentru care agenia a organizat curse charter n colaborare cu operatorul

SpainAir.

B. Principala for a Ordinului Templierilor rmneau afacerile monetare.

Intruct dispuneau de sedii ntrite i puternice fore de aprare ntr-o epoc

de arbitrar i nesiguran, templierii ofereau clientelei, n care se includeau i

capete ncoronate, locuri de siguran destinate depozitrii banilor i obiectelor

preioase, convoaie puternic escortate pentru transportarea valorilor,

ascunztori n care se puteau face depuneri tainice.

Avnd la dispoziie resurse imense, templierii erau n msur s acorde

mprumuturi care, din punct de vedere valoric, nu i aveau egal pe atunci.

Amnuntele operaiunilor au rmas nvluite de mister i nu se cunosc prea

multe despre termene i dobnzi. Dar este tiut faptul c ordinul s-a ocupat,

ntre altele, de finanarea celor mai importante aciuni ntreprinse n acele

vremuri - cruciadele. Astfel, au fost fcute transferuri de aur dispuse de

suverani pontifi, mari avansuri acordate regelui Ludovic al VII-lea pentru a

porni spre locurile sfinte; mai trziu au fost pltite soldele trupelor trimise

acolo de Ludovic al IX-lea; alt client important, cu ocazia cruciadelor, era

faimosul rege britanic Richard Inim de Leu.

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UNIT 3

DRAFTING FORMAL WRITTEN DOCUMENTS

Objectives:

- make familiar with general formal rules in business letterwriting

- use appropriate tone, attitude and vocabulary

Letter Layout and Style of Formal Business Letters

When preparing for a successful and effective written business message,it is important to have in mind several steps to take even if your organization

has the best modern office technology for inputting ideas, processingmessages, and storing, retrieving, reproducing and disseminating them:planning, organizing, composing, drafting, editing and revising. The writtenmessage must also be proofread and corrected before being mailed, sent byfax or by Internet.

Apart for the specific purpose of the written message, there is theunderlying general purpose of building goodwill. In a refusal o a collectionletter, the purpose should be twofold to refuse the request or ask for money,but also to maintain the customers goodwill. For this reason, the writer musttake into account his message adapting to the recipients views and needs,even if the sender has never met him or her. It is of great help to picture the

recipient, - a business or professional person; a superior (boss), colleague, orsubordinate; man or woman; new or longtime customer; young, middle agedor elderly; educational level, attitudes. All types of communication will alsotake into account areas in which the recipient is well informed, pleased ordispleased, positive or negative, or neutral; interested, enthusiastic oruninterested or unreceptive.

The next step is to choose the ideas to be written. When replying to aletter the main points to be dealt with can be jotted briefly in the margin or ona memo pad. For a welcome letter for a new customer, that selected yourbank, for example to open an account, only one or two sentences will notsuffice. He should be made aware of your bank policy concerning the opening

accounts, and the message will also contain information about overall servicesavailable to them and the senders association eagerness to become hisfinancial headquarters.

After deciding what ideas to include it is important to select any specificfacts, updated figures or quotations according to the senders organizationpolicies, procedures.

The order, in which the ideas are outlined, is often as important as theideas themselves, as disorganized writing reflects disorganized, illogicalthought process or careless preparation. The organizational plan will bependent on the reaction expected from the recipient: direct-request; good-

news, bad news, or persuasive request plan.

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These are considered flexible guide patterns.

A direct approach can be used when the message conveys good news,favorable or neutral information or exchange routine information betweencompanies. The direct-request plan is used when the main purpose of theletter is making a request that requires no persuasion.

Direct-Request Plan/Good-News Plan

1. Main idea/Best news- request, main statement, or question- reasons

2. Explanations- all necessary details- easy-reading devices- educational material- promotion material

3. Courteous close, with motivation to action

- clear statement of action desired- easy action- appreciation and goodwill

The indirect-approach is used when an unfavorable reaction is expectedto the information or request conveyed by the message. The main idea willnever be present in the first paragraph. Some relevant, pleasant, neutral orreceiver-benefit statements and then some reasonable explanations before theintroduction of the unpleasant idea will take its place.

Bad-News/Persuasive-Request Plan1. Pleasant, neutral or readers interest statements2. Explanation

- details, tactfully stated3. Decision implied/statement of request and offer of additional helpor suggestion4. Positive, friendly close/action

- invitation to future action/clear statement of action desired- easy action (stamped envelope, etc); dated action- willingness of further help- recipient benefit

Mind the following formal characteristics of a business letter shown inthe following pieces of correspondence:

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Main Idea

Main Idea


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ICC

INTERNATIONAL CHAMBER OF COMMERCEThe World Business OrganizationDepartment of Commissions

Mr. Hernando Zerda N.International Trade OfficeEcopetrolFax 563 447 24652 November 2000

Dear Mr. Zerda,

With regard to your query number T.S.134 to the ICC Banking Commission, please beadvised that our initial response to this query, set out in our letter to you of 15September, 2000, has been amended by the Banking Commission at its meeting ofOctober 3-4. The full-amended text is the official response of the Banking Commission

to your query. Please find below the opinion of the officers of the Banking Commission.

ANALYSIS & CONCLUSION1. Sub-article 39b covers the situation where the credit prohibits partial shipments andthe quantity of goods shown in the credit is not given as individual items or packingunits. This could be where there is no quantity described or where the quantity isexpressed as a unit of weight such as metric tons. In these circumstances, thebeneficiary has the ability to ship up to 5% less or 5% more provided the creditamount is not exceeded. If the shipment falls within 5% less than a quantity stated itwill be deemed to be a partial shipment.2. When issuing credits, banks wish to be aware of the total liability hereundertherefore the credit needs to express a maximum amount that could possibly be drawn

hereunder. The credit would then have a clause that states that only one drawing isallowed hereunder and the drawing may be for any value not exceeding the value ofthe credit. In this way the provisions of Article 39 would not apply.

The opinion rendered on this query reflects the opinion of the ICC BankingCommission.

Neither the ICC nor any of its employees, nor any member of the Banking Commission,shall be liable to any person for any loss or damage arising out of any act or omissionin connection with the rendered opinion.Yours sincerely,Ron Kats,Policy Manager - Banking Commission

The letter shown is sent from an institution (International Chamber ofCommerce to an individual as an answer to his inquiry. The first main parts ofa business letter is the letterhead that is printed on the top of the sheet ofpaper, usually of white color, It can be replaced by the senders address whichis usually placed on the top left hand side of the letter. It is of considerableassistance to business correspondence when letters include the senders nameand appropriate letters at the top:

From Dir. Marshall, Sir David Smith, K.L.T. (The custom of printingletters after peoples names has arisen in modern times and has been

determined by the great expansion of the Orders of Chivalry and higherhonors, together with the multiplication of degrees and appointments. In

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business and officially it is polite to get all that lettering right: Letters are butabbreviations, and customs has evolved certain standards abbreviations andmost people seek guidance about conventions.)

A reply is often wrongly addressed because the writer has noknowledge of the letters recipient or sometimes his or her rank. When the

writer is a woman, the practice gives the recipient the advantage of knowingwhether she should be styled with a title (Lady Brown) or, much more often,Mrs. or Miss Brown. One also knows that the correct form of address is Mrs.Joan Davidson, instead of, according to her signature, Mrs. Davidson Joan,or Mrs. J. Davidson. Esq. or Mr. may be omitted because it soundspretentious, but it presents no difficulty to which it replies.

This system has some advantages over typing the name under thesignature. It is not customary to include the letters after the name here andseldom a title.

The inside or the receivers address is positioned on the left hand side,

also, under the letterhead. It will contain either the surname of the addresseeif the writer knows it, on the first line of the address, preceded by a courtesytitle or the persons initial(s) or his or her first given name. The writer shouldknow or be able to assume the addressees position in the company (SalesManager, The Finance Director, etc). The letter can be also addressed to aparticular department of the company. If the sender does not have anyinformation about the person or department, the letter should go to, he cansimply address it to the company itself. In UK, after the name of theaddressee the followings are written in the order:

Name of the building

Number building and name of the street, road, or avenueName of town or city and the postcodeName of the country

Or the number of the fax code or/Internet address

Both the addresses may be blocked (i.e. each line is vertically alignedwith the one above), or indented.

There are no rules stating that one style or other must be used, but anyof them used, the writer must be consistent, i.e. not to block the sendersaddress and then indent the inside address or the body of the letter.

A comma, except for the last line, can follow each line of the address

but the majority of firms now use the open punctuation, i.e. without commas.In order to direct the letter to a certain addressee, there is also the

alternative Attention line:

For the attention of the Security Department:

For the attention of the Deputy General Manager

Which is placed between the date and the salutation line.

The date is written below the senders address, separated by it with aspace, on the right hand side of the page. The month should not be written infigures, as they can become confusing. Should be abbreviated, as it simply

looks untidy. It takes a moment to write the date in full, but it can take a lotlonger to

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find a misfiled letter that was put in the wrong file because the date waswritten in a confusing way.

As a salutation line is usually used Dear. The American Style ofincluding both the Christian and the surname is growing in Europe, forexample Dear John Watson. The younger generation considers it to be useful

in the business world where informality is on the increase.

When corresponding with a firm, letters should be addressed to anindividual, whenever possible, such as the Chairman, The Managing Director,The Secretary or The Manager. When a firm writes to another firmGentlemen is used instead of the usual Dear Sir, which is also adopted bya private individual when addressing to an organization or group.

Mesdames is not normally used in business letters and it can be avoidedby writing Dear Madam or Dear Mrs. Stephenson. Messrs has becomearchaic but it is still used for the profession of law or to firms with personalnames: Messrs Berkley & Co. Messrs John & Mary Bloomfield, but it is neverused when the firms name bears a ladys name: Josephine Dowel &Associates.

The body of the letter may be full-block or indented, according to thesenders wish. The length of the letter depends on the subject, but the rightlength includes the right amount of information. The letter should also makeall the necessary points in a logical sequence, with each idea or piece ofinformation linking up with the previous one in a pattern that can be followed.No jumping around statements or switching to other subjects are allowed.Before passing to the drafting of the letter, it is advisable to make a plan andthen check if all the necessary information was included and put it into the

right order.The first paragraph of the letter will settle the tone of the whole letter,

and gives the reader his first impression about the writer and the company.The writer should thank his correspondent if he is replying to him, setting alsothe purpose of the letter.

The main paragraph will concern the points that need to be made,answers to give or questions to ask.

When closing the letter a thank-you line should be included in the letteras a reply if there was not such a line in the beginning. The letter will invite forfurther enquiries or correspondence and mention that the writer looks forwardto hearing from the addressee soon.

Simplicity and clear style, accuracy of the business letter lead to abetter understanding and closer relationship of the business partners. But thestyle should not, however, be so simple that the letter become discourteous,and sound rude: complex sentences, passive rather than active, full forms,rather than abbreviated ones should be used.

The stereotype formal style of ending business letters has becomealmost obsolete, except for official and formal letters to Ambassadors, HighCommissioners, Governors, senior officials. The following endings of letters arenow generally used, but the very formal style may occasionally be preferred:Formal: I remain (or am)

Your Grace, Most Reverend Sir, Right Reverend Sir, Your Excellency, My Lord,Mr. President, Mr. Chairman, Sir, Madam, etc.

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Yours Faithfully, (or Yours truly)

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Faithfully is used on a matter of business, but truly is used when thewriter does not know the recipient, but the subject of the letter is notbusiness. For social style of ending a letter Yours sincerely (or Yours verysincerely) is commonly used.

It is important that the letter actually have the right documents

enclosed: if, in the body of the letter a document is mentioned as enclosed,the writer makes sure that it is that document itself enclosed, with it specificnumber of pages registered also on the bottom of the letter.

The signature of the sender is laid on the right hand side of the letter,after the name of the writer and position typed not to induce confusion for thereceiver. When the person entitled to sign the letter is not available, then ap.p. is mentioned down before the signature to make the receiverunderstand who signs the letter actually.

When not having a letterhead, the sender's address is written on the topright-hand side of the page. As for the date, the abbreviation "th" can be left

out after the date: e.g. June 12 instead of June 12th. The inside address(receiver's address) is written below the sender's address, on the oppositeside of the page. When writing the salutation line, the surname of theaddressee is to be written when it is known, preceded by a courtesy title. Ifyou know nothing about the 5) company you are addressing to, the letter canbe addressed simply to the company itself. If the letter begins with "Dear Sir/Sirs/ Madam", it will close with "Yours faithfully", but if it begins with "DearMr. Peter/ Mrs. Weldon/ Ms. Duddles, it ends with "Yours sincerely". At theend, it is common and safe to sign with the given name and title.

So that your written and oral communication will be easilyunderstood, friendly and accurate, make your message clear by using words

that are familiar to your receiver. Aim for unity, coherence, and emphasis inyour sentences and paragraphs. Have an average sentence length of around15-20 words and an average sentence length of around 4-5 lines in letters and8-9 lines in reports.

To make figures stand out clearly, you may find headings to be useful.Give your reader examples with appropriate easy-to-read characteristics orother visual aids. The courteous communicator is sincerely tactful andappreciative: he omits expressions that irritate, belittle, or have questionablehumor and he also grants and apologizes and answers mail as soon aspossible.

Overall corectness requires correct language level and accurate facts,figures, word choices, grammar, spelling and punctuation. Nondiscriminationtoward people because of their gender, race, ethnic origin or physicaldisableness is necessary.

The body of the letter should be displayed in a block form or indented.Whichever style you use, you must be consistent and use that style all throughthe letter. Mind the different styles of the two letters:

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CASBlvd. des Italiens3256France

Dear Sirs,

We are still missing your reply to our letter of December 16 (a photocopy isenclosed).

As we have not advised our customer due to the difference in the amountclaimed and the invoices, please advise us as soon as possible whether thedocuments may be released against payment of FF 32,305,413.

As already advised, the relative documents are held at your disposal.

Yours faithfully

D. Bartolomeo

Encl: Letter No. 237/December, 16 2001

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EXERCISES

I. Look at the following letter structure and identify its main parts andtheir position: a) date; b) letterhead; c) subject line; d) insideaddress; e) copies; f) body ; g) reference line; h) salutation line; i)signature; j) complimentary line.

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II. Correct the following sentences so that the meanings becomeclear. If necessary use more than one concise sentence:

From one insurance company to another insurance company:

Frankly, the information we have while it may disclose somecontributory negligence on our assured's part which of course, is questionable,we still feel that your assured had he not been driving at the high rate ofspeed, that he was could have swerved to his right and avoided our assured'svehicle but due to the fact he was coming down a hill at such a tremendousrate of speed with no control over his car and struck our assured there wasenough room to the right of our assured to have turned slightly and,therefore, avoided the accident.

III. Match the following "main parts" of a business letter with their"content" and those from the letter before: 1. letterhead; 2. insideaddress; 3. attention line; 4. addressing line (salutation line) 5.

reference line/ subject line; 6; body of the letter; 7. date; 8.complimentary close; 9. signature; 10. enclosure; 11. copies.

a) draws attention to the topic of the letter and it can be used asreference throughout the letter; b) usually at the end of the letter when copiesare sent to people other than the named recipient (c.c. - carbon copy); c)main part of a business letter containing: name and type of the company, theaddress of the main office or registered office, telephone, fax, the registerednumber with the country or city in which the company was registered, the logoof the company; d) ending line of a business letter before the signature: G.B.Yours faithfully, Faithfully yours, Sincerely; U.S.A.: Yours truly; e) the address

of the addressee; f) It will include the typed position in the firm; p.p. (per pro)means for and on behalf of; g) the content of the letter; h) reference to acertain person in the recipient firm: for the attention of / private andconfidential; i) courtesy titles: Dear Sirs (U.S.A. Gentlemen)/Sir/ Madam/ Siror Madam; Dear Mr./Mrs./Miss./Ms.; j) copies of the letter sent to otherrecipients or different other documents attached; k) written below the sender'saddress or in the right hand side of the page: month never written in figuresor in short.

IV. Write Letter, Fax, or e-mail next to each of these descriptions:

1. This is used in routine day-to-day communication where the correct choiceof words is not so important. The subject title is important to help the readerfind it in files later. The style is informal and very direct. The content is veryshort as only the basic information is mentioned.

2. This is used for those situations where the writer wants to make a goodimpression or where the correct choice of words is important (e.g.) for a firstcontact with a possible new customer or for making a complaint). The style iscareful and polite and there is much use of standard expression.

3. This is used for some day-to-day communication, particularly to transmitcopies of documents that are not in electronic form. Then style is intermediate

and depends on who will read it: informal, direct language can be mixed withsome longer, standard expressions.

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UNIT 4EMPLOYMENT FILE; JOB INTERVIEW

Objectives:

- students will learn to self assess: draft application letter; CV; preparethe interview

- formal letter skills development- interviewing skills

ROMANIA CABLE SYSTEMSIs looking for:FINANCIAL EXECUTIVE FOR RCS OPERATIONS IN HUNGARY

Requirements:Relevant bachelor degree (post graduation degree is a plus)Minimum 3 year experience as consultant in international companyVery good knowledge in International Accounting StandardsRelevant experience in preparation of consolidated accountsFluency in English is a mustKnowledge of Hungarian is an advantage

__________________________________________________________Candidates should send their CV and letter of intention to :39.20.832,latest 28.10.2000

INSURANCE TRAINEE$5,000 per annum plus bonus plus luncheon vouchersWe are seeking a young ambitious person withmathematical ability, to be trained an all aspects of marineinsurance. Full training will be given.Call 001 342 9044 for further details and speak to PhilipDonaldsonPhilip Donaldson Insurance Brokers

It is highly likely that you will change jobs and positions several timesduring your life. Responding to advertisements, to posted job openings in your

current organization or to recruiters demands, some form of writtenpresentation. Most "ads" use abbreviated forms: "Wntd" (wanted); "smll co"(small company); "slry" (salary); "usl bnfts" (usual benefits); "clk" (clerk);"accnts" (accounts); "mngr" (manager); "asst" (assistant), "vcs" (vacations);etc.

When you seek a first position or you desire a new position, you mustpromote and "sell" yourself as a product. Therefore, market research isneeded concerning job and career opportunities before starting to write andmake a product attributes analysis that will attract the employer.

For an adequate self-appraisal take an inventory of your employment

qualifications. List your specific achievements, capabilities, interests, attitudesand characteristics under certain heading:

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1. Work experience: dates, employers, titles, duties, responsibilities,successes, promotions.

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2. Education: schools you attended: junior colleges, colleges, universities,technical schools, -dates, names, locations, degrees, scholastic standing ineach, accomplishments.

3. Extracurricular and professional organization achievements: membership insports, church, social community, projects, coaching, student teaching,

tutoring; achievements, honors, awards-scholarships, honor rolls,recognitions.

4. Interests, preferences, attitudes: integrity, enthusiasm, dependability,ability to communicate in writing and orally, intelligence, ability to listen,maturity, analytical, ability, to cooperate with others, emotional stability,decision-making ability, capacity of leadership, self-confidence, adaptability,sense of humor, determination, health and energy, etc, etc.

The next step will be your job-getting campaign and determine whichjob and employers require what you have to offer. Published sources andvarious people can help to inform you about careers and jobs available in your

domain. Annual reports, recruiting booklets, occasional articles in business andprofessional journals present companies' new ventures, expansions, additionalproducts.

After having evaluated your assets, and researched job opportunitiesand employers' requirements, you are ready to prepare your written "salespromotion". Prepare a CV (resume) organizing pertinent facts underappropriate headings, emphasize your strong points honestly. Write then anapplication letter.

4.1. CV (Resume)The CV gives the reader a general image of the applicant - who you are,

what you want, what you have to offer, where you can be contacted.

Prepare your resume ready for any time you may need it. Its contentwill provide information required by any employer and its layout will followsome general rules. Dates may be arranged in reverse chronological order, ifpreferred, and the headings and dates are placed usually either on the leftmargin or centered, and the subheadings begin at the left margin and datesnear the end of the same line. It is desirable that the CV have only one page.The content will comprise:

I) Opening section:

a) Your name, address, telephone numberb) job or career objective

II) Summary of basic qualificationsa) Education

-school names and locations, dates attended, degrees, certificates-major, significant courses; academic honors, grade-point average if

high; achievementsIII) Work experience

- employers' names and locations, dates (beginning and ending monthand

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year), titles, positions, specific accomplishments- volunteer work, research, publications

IV)Achievements, awards

-honors, publications-travel, foreign languages, self-support, other facts

V) Personal data

-age, health, military service, hobbiesVI) References -usually provided upon request

4.2. Cover LetterWhat Experts Say About Cover Letter

" ... you need to make it easy for the employer to buy. You need to clearlystate when you will be available to talk to the employer. Be specific: givetelephone numbers where you can be reached both at work and off work. Youcould have a tremendous background and see yourself very well, but if theemployer can't reach you, everything could be lost."

(Lola M. Crawford, Resume Writing Made Easy)

"A CV without a cover letter is like an unannounced sales personshowing up at your door. If you are going to let in a perfect stranger, you atleast, want to see their credentials. This is exactly what a cover letter does- itintroduces you, a total stranger to the reader. It must be compelling,

personable, and brief. It needs to specifically relate to the position in question.Remember you only have eight seconds to convince the reader to invite youin".

(Barbara B. Vinitsky and Janice Y. Benjamin, "How to become HappilyEmployed")

"No cover letter should carry the salutation: 'To whom it may concern'.It will concern no one if you don't personalize it. The surest way to get theinformation is to find the name in trade journals or call the company and askfor the name of the appropriate person".

(Kenneth and Sheryl Dawson, Job Search, The Total System)

The cover letter is rarely anything but a liability, but you must include itbecause its absence is worse".

(Jeff B. Speck, Hot Tips, Sneaky Tricks & Last Ditch Tactics)

"Poor grammar, bad punctuation, and misspelled words suggest that theapplicant is either poorly educated or simply doesn't care about the impressioncreated. The chances are unusually high that the employer is going to forgo

reading the accompanying resume and quickly move on to the next job

applicant".(Richard H. Beatty, The Perfect Cover Letter)

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A cover letter should be sent together with the applications forms andC.V., either explaining points that might not be clear, or giving information toemphasize your suitability for the job. The cover letter should not be used torepeat the details of your resume, such as work history, education, or personalobjectives. The CV is about you, your experience and your skills. The cover

letter is about what you can do for the employer.What the cover letter should contain:

The first paragraph needs to grab the hiring manager's attention: youare interested in the company and you want to fill a need they have. Showthat you work in the same field, that you have common professional interests,or you have been following the company in the news. Mention the source ofinformation: a mutual friend or an associate. The manager will feel moreobligated to reply to your letter. Be as specific as possible: Don't just mentionthe job position, but describe what the company requires from the position.

In the second part of the letter state briefly the skills you bring that will

specifically meet the employer's needs. The CV will give details.This section will highlight the way you will use your endowments and

experience to benefit of the company. The use of the personal pronoun is tobe kept at a minimum. It can be used this way: "Here is how I can help you".

The letter will close by indicating what you would like to happen next.Take action: Tell the potential employer where you can be reached, either byphone or by e-mail, but don't wait for his or her call. Let him know that if youdon't hear from them within a few days, you will follow up with a phone call tomake sure your CV and cover letter have reached the intended recipient, andto settle an interview. Be assertive but polite.

As for the formatting of the cover letter there are some basic rules tokeep in mind when drafting it.

A three-line block, flush left, one space below the date and one spaceabove the greeting. This block contains the address, the zip code, and thedate. (The date may be separated from the block by one line)

Another three-line block, flush, one space below the date and one spaceabove the greeting. This block contains the addressee's full name and address,including zip code.

A colon is better to use instead of a comma. The greeting shouldaddress a specific person in a formal manner: Dear Mr. Johnson, but not DearWilliam. If you don't know the name, address the letter to "Hiring Manager","Human Resources Manager" or simply "Manager".

You may use bullets and bold print in the body of your cover letter toorganize and highlight information, and make it easier to read. If you dodecide to use them, do it conservatively.

The closing should read Sincerely, because you don't know the person.Leave enough room for the signature between the closing and your namewhen you print your cover letter.

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EXERCISES

I. Mind the following text of a cover letter and comment upon theideas, their order and tone. Match the following parts where possible:

a) If the name of the person you are to write to is given in the advertisement,

then include their name in the salutation.

b) In the first body paragraph give examples of what you do now andunderline how that makes you suitable for the post you are applying for.

c) Remember that if you begin the letter Dear Sir or Madam, then you shouldend Yours sincerely, If you include the persons name in the salutation, endthe letter with Yours faithfully,

d) Make yourself as flexible as possible when it comes to interview availability.

e) The heading gives a quick idea as to the content of the letter. The harassedreader can see at a glance what the letter is about.

f) Always quote the reference number if it appears in the advertisement.

g) In the second paragraph outline what you would expect from the job.Sound enthusiastic about it. Let your prospective employer know you feelchallenged by and you are confident that you have the requisites to meet thatchallenge.

h) Read the advert carefully, and in the body of your letter refer to all thepoints about the job that were mentioned there.

i) Its best to put the phone number at the top left, so that the reader doesntmix it up with the address.

j) Always include the post code (GB) or the zip code (US) with the address.k) Check in the advert if you need to ask for an application form or a full jobdescription.

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November, 15, 2001

Astoria Federal Savings

Dear Sir or Madam,

Please consider my enclosed curriculum vitae in application for the position ofPersonal Banker as announced on the Internet, on www.careerbuilder.com.

I am particularly interested in your announced position because of your stateddesire for a person able to fulfill the mentioned responsibilities. As you willsee in my curriculum vitae, my continuing interest in this field is reflected notonly in my education but also in the additional courses I have taken and thework experience I have achieved.

I am willing, qualified and experienced in the area, I have excellent

communication skills and my PC literacy, as mentioned in the CV is fullysatisfactory. As far as the customer service background is concerned, Ideveloped specific skills during my last job, which offered me the opportunityto meet various customers but did not meet my work location and work timeconditions.

I am aware of the reputation of Astoria Federal Savings and I believe I canmake a meaningful contribution to the Marketing Department.

Thank you for considering my application. I look forward to meeting you inSuffolk at your convenience.

Sincerely,

Anita Smithfield

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4.3. JOB INTERVIEW

The employment interview is one of the most important events in the

average person's experience, as the 20-30 minutes spent with the interviewermay determine entirely the future course of one's life. The marks ofinexperience can be avoided by knowing a little of that actually is expected ofyou and by making a few simple preparations before the interview.

Whether you are the interviewer or the interviewed person, you shouldplan the following steps:

a) know the specific purpose;

b) find out as much as possible about the other person - name, position,attitude, work, needs, background, biases;

c) collect all the necessary facts and materials for attaining theobjectives.

d) plan questions you will ask and consider answers you may give toquestions of the other person asks you;

As for the interviewee, he should prepare himself mentally for success,and add some other particular aspects:

a) the applicant should know himself - compare his or her strengths andweaknesses with the job requirements;

b) read the latest annual report of the company or on-line database, talk tofriends who work for that company;

c) know the current beginning salary range for your type of job andexperience;

d) pay a lot of attention to your appearance as it always conveys significantnon-verbal impression. Wear conservative, neatly pressed, appropriateclothing of good quality. Avoid gaudy colors and style (Men suits and ties, andwomen tailored skirted suits). Be well groomed, with a neat hairstyle, cleanfingernails and shined, unstuffy shoes. A pleasant smile is desirable;

e) know exactly when and where the interview will be held. Arrive a few

minutes before. Know the interviewers name and how is it pronounced;f) rehearse your opening statement and handshake perhaps in front of amirror;

g) avoid negative body language as signs of nervousness and tension:frequently touching your mouth, faking a cough to think about the answer;gnawing on your lip; tight or forced smile; swinging your foot or leg; folding orcrossing your arms, slouching, avoiding eye contact; picking at invisible bits oflint, etc.

EXERCISESI. Separate the following attitudes according to the table

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A. Desirable Behavior B. Attitudes to avoid

1. Stick to the facts, state achievements without exaggeration.

2. Use expressions that indicate you are competent and dependable, with apositive attitude.

3. Smoke and use the first name (unless invited to do so), show disinterest,chewing gum, doodling.

4. Let the interviewer finish each question, then reply precisely to thequestion. Link your achievements to this answer.

5. Use expressions like: "yeah", "y' know", "cool", "stuff like that".

6. Make negative reference about former teachers or employers.

7. Tactfully relate your achievements to employer's needs whenever possible.8. Show superiority complex and "know-it-all" feeling.

9. Take a time to weigh pros and cons of an idea- note the long and short-term benefits and consequences of your decision.

10. Communicate clearly and accurately.

II. Mind the body language; add to the list different other significantgestures in business:

- dont display dominant body positions, such as standing too upright, or

with hands on your hips and your elbows sticking out, that would suggest toomuch confidence and dominance.

- business man should smile and raise his eyebrows when meeting hispartners, estimate the physical distance between them. An acceptabledistance in Western Europe is an arms length, but an elbow length is suitablein the Mediterranean, and closer contact is acceptable in Eastern Europe

- when covering the mouth, or touching the nose, means that thepartner does not necessarily tell the truth, or he is thinking, or he thinks thatthe interlocutor is lying.

- crossing legs in front of an American customer, should appear rathereffeminate

- using hands when expressing an opinion represents vagueness- open palm indicates firmness, truth, honesty and sometime

submission- persuasiveness can be increased by an open body position when

addressing to an audience arms and legs outward, upright position, frequenthead nods and hand gestures

III. Answer sincerely to the typical questions of an interview wherepossible:

1. Why did you leave the last job?2. What are your future vocational plans?3. What sort of professional position are you most interested in?4. What course did you like best? Least?

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5. What do you know about our company?6. Why did you choose to work with us?7. Do you prefer working with us or by yourself?8. Can you take instructions without feeling upset?9. Do you like routine work?

10. What size of city do you prefer?11. Mention your major weakness.12. What kind of books do you prefer?13. What is the last book you read and when?14. Describe your special abilities.15. Mention the disadvantages of the professional field you chose.16. Tell me about likes and dislikes of your last position.17. Describe me a difficult situation you handled in your last position.18. Mention some short-term and long-term goals. (5 and 15 years)

IV. After the interview send a brief "thank-you note" or an "e-mail"through the Internet (if the job contact was made through the

Internet or e-mail) immediately after the interview, then mail asecond letter by post timed to arrive the week before the hiringdecision will be made.

V. Translate into English:a) Din moment ce este destul de uor s faci un "click" pe un site, muli

dintre candidai presupun, n mod eronat, c este la fel de uor s-i gseti ide lucru prin Internet, astfel nct ei renun s mai urmnreasc anunurilede angajare care apar n diverse publicaii. Cutarea Locului de munc nvariant electronic presupune aceleai abiliti ca i n cazul cautrii

tradiionale. Candidatul trebuie s fac cercetri, s-i stabileasc obiectivele,s fie rbdtor i s munceasc pentru a avea succes.

b) Pentru businessmeni, selectarea inutei trebuie fcut innd cont deinterlocutorii profesionali din timpul zilei. In cazul unei cltorii de afaceripeste hotare, ara vizitat trebuie s reprezinte un factor cheie n selectareahainelor. Facei o impresie mai buna superiorului dvs dac v mbrcai maiformal. Felul n care v mbrcai v influeeaza direct chiar nivelul salariuluisau al cifrei de afaceri.

c) Pregtirea unui interviu nseamn s fii obinuit cu prezentareapropriilor caliti i mai ales a felului n care aceste caliti pot prezenta un

avantaj pentru un potenial angajator. Iat cteva ntrebri tipice pentru uninterviu:

"Spune-mi cte ceva despre tine!" i se cere o descriere scurta, bineorganizat a pregtirii tale, a carierei profesionale, a principalelor realizri i aobiectivelor de viitor.

De ce dorii s lucrai la noi? Ce cunoatei despre societatea noastr?Ce cri v place s citii? Cum v petrecei timpul liber? Spunei-ne cte cevadespre avantajele i dezavantajele trsturilor dumneavoastr de caracter?

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UNIT 5

INTERNAL FORMAL BUSINESS DOCUMENTS

Objectives:

- familiarize with the principles and rules of internal documents draftingand wording

- get used with the formal rules of drafting formal internal documents

Human activity of an organization is based on exchange of information,ideas, plans; the decision-making process implies internal communication in

oral and written forms, making rules, proposals, concluding contracts andagreements. Both within and outside, communication is the lifeblood of theeffectiveness of any organization.

The company's goals are attained due to "downward", "upward" and"horizontal" effective communication. If the employees receive appropriatedownward messages from the management they become more motivated andmore efficient. They need and want not only clear job directions and rules ofthe activity in the organization, but also information about the strategy of thecompany, viewpoints on controversial matters. They need clear and correctinformation about their benefits- health care, fringe benefits, promotions,pensions, training, and work environment. Employers are then accountable for

their decisions through effective downward communication. Upward internalcommunication has become increasingly more significant as the executivesseek for comments from employees on controversial issues, listen moreclosely to their opinions, complaints, problems, suggestions turning them intoparticipants to the management of the company.

Horizontal communication is also important for the effectiveness of thecompany's activity. Peers must exchange information and ideas to solveproblems, perform job duties, prepare for meetings, and cooperate onimportant projects.

Memorandums, staff meeting reports, meetings, teleconferencing andvideoconferencing, audiotapes, represent some ways of internal

communication within companies. But there is still another oral communicationchannel, though unplanned by the sender, the "grapevine" through whichnews and rumors often travel quickly -often times quite accurately, sometimesinaccurately.

EXERCISES

I. Fill in the blanks the following words: a) executives; b) messages;c) mail, d) devoted; e) generate; f) alienate.

Thousands of hours are 1) ___________ daily to interviews, conferences,

memos, reports, employees' manuals, letters, advertising, news articles, bulletins,newsletters and other types of messages. 2) ________ and their assistants need timefor researching, thinking, planning, organizing, dictating, typing, editing, revising,

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proofreading, mailing, presenting and filing records. Computers, electronic3) ___________, videoconferences, are developments and ways to reduce costs andtime of communicating efficiently. A significant fact to be considered is the wastefulcost of poor messages, inaccurate, inconsiderate unduly long and late communicationthat destroys goodwill and 4) _________ customers. They require additional 5)

_________, or they can determine even loss of life or money. It is worth bearing in

mind that successful messages help 6) __________ efficiency, goodwill, safety, profitsand public credibility.

II. Match the words with the definitions: A) denotations; B)connotations; C) euphemisms; D) bypassed instructions.

1) The meaning on which most people will probably agree according to the dictionarydefinition.2) Communication errors when instructing or discussing issues; words or sentencesmay convey unclear messages to the recipient; he should ask before putting them topractice, to determine the sender's intended meaning.3) Mild, innovative expressions with which most people do not have negative

associations. E.g.: maintenance worker or staff member instead ofjanitor; slenderinstead of skinny; laid off, terminated instead of victim of reorganization or staffcutbacks.4. Qualitative judgments and personal reactions added to the connotative meaning ofwords: "Director's lounge", "executive suite", "rickety firetrap", and "rat-filled joint".They tell how the communicator evaluates the subject.

III. Make the difference between connotations and denotations:

Free enterprise Sucker (customer)

Free manners Sucker (candy)Cheap product Cheap price

IV. What was the feedback of the new employee?

An office manager handed a new assistant a letter, with the instruction "Take itto your stockroom and burn it." In the office manager's mind (and the firm's jargonthe word "burn" meant to make a copy on a company machine that operated by aheat process. As the letter was extremely important, she wanted an extra copy.However, the puzzled new employee afraid to ask questions, burnt the letter and thusdestroyed the only existing copy!

5.1. MEMORANDUMIn market economy system organizations are autonomous entities, so

they become able to build their own specific culture. One of its characteristicsis the internal correspondence that usually follows internal specific rules andregulations according to their target addressees.

Memos have a format which is simpler than the correspondenceconceived for external destinations. They miss the heading, but they bear asubject line which is compulsory, but they can omit the salutation line andcomplimentary clause.

Memos are pieces of internal correspondence that are used to informthe staff upward, downward and horizontally. They are informative and can be

conveyed either on paper or on internet mail.

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The purposes of memos are defined on two-tier stages:

- I. they give professional information to the reader and make himacknowledge it

- II. built positive images of the writer

- build positive image of the organization itself

- set and consolidate good relationship between the writer andthe reader

- avoid further correspondence on the same subject

Memos provide detailed verbal and numerical information,classifications, background that is specific for the matter. Any negativeelements should be presented as positively as possible. The reader should befocussed on his benefits that must be clearly and convincingly stated. Themessage will also indicate the steps the reader has to follow to set theproblems. A positive and a goodwill ending will always make the addressee act

accordingly to the writer's wish.

The printed standard block form lines up the name of the writer, of thereader and the subject line vertically. Some organizations have the option toalter the order of these items, or request the sender to sign the documentinstead of initialing it. The signature goes below the last line, starting half-wayover on the page, this way adding unauthorized information is prevented. Thepossible second page of the memo is set up as an ordinary external businessletter. The format of the memo allows fast and easy typing, so thatinformation should be easily filed. The body is typed in block fashion. Themessage is not supposed to end by calling for further information, as the

reader might understand that the memo was not complete.Memo stationery quality is improving according to the increasing use of

word processing systems. Memos can be sent via electronic mail (E-mail) orsimply can be printed out on a computer paper. Formal memorandum reportsmay use a higher quality paper. Here you have an example of pre- printedmemo stationery:

MEMORANDUM

(Compnay's name)

DATE:

FROM:TO:

TELEPHONE:

DEPT:

SUBJECT:

Message, comment or reply

For your:

Approval Comment Information

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The standard memo parts presented can be programmed to appearautomatically with just a keystroke in a word processing system. Items as:reference initials, enclosures, file number, sender's departmentand telephonenumberare optional. It requires no inside address, salutation, complimentaryclose or full signature. A message-reply form of memo is a good time and

expense saver for both sender and recipient. It can be transmitted in a threeperforated sheets packet in different colors making up a message-replypacket.

MEMORANDUM

(Company's name)

DATE:

FROM:

TO:

TELEPHONE:DEPT:

SUBJECT:Message, comment, or reply For your:

Approval Comment Information

Here are some samples of memos:

a)Memo

To: International DepartmentFrom: Accounting DepartmentCC:Date: December 7, 2000Subject: Opening of new customer nos. for banks

Please be informed that we opened in our evidences the respective customernumbers for the following banks:ABN Amsterdam - 4 000 537Banca Commerciale Italiana - 4 000 412Credit Commercial de France - 9 00247

Royal Bank of Canada - 4 000 328Bayerische Landesbank 4 000 495Rabobank Utrecht 4 000 867

Should you have any query do not hesitate to contact us.

Angela Little Josie McKennitt

___________________________________________________________Page 1 of 1 Memo-Open Nos

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b)Memo

To: International DepartmentFrom: Accounting DepartmentCC:

Date: 10 February____________________________________________________________Re: WHT payment for January 2001

_____________________________________________________________

Please debit the account 9 800 438 00 ROL by the amount of ROL 2520 342.37representing 1% tax withheld on term deposit interest paid in January 2000which must be paid to the state budget.Please verify the amount against individuals' deposits maturing by the end ofJanuary.

Alex Warner Gina Lopez

c)

GRAND HOTELFrom:The General ManagerDATE: September, 6, 2004TO: All Front Office StaffSUBJECT: Pricing policy

It is clear that some clarification of our policy on pricing and room rates are needed.BASIC RATES: We have a basic rate of all room types. However, it is common for different rates to be charged. This is

because the Sales and Marketing Department negotiate special rates for different agents, corporate clients and other

clients.

The basic rates are:

Standard room: 8o (double) Luxury/Executive Plus: 115 (double) Suite: Individually priced

Standard discounts:

Weekend rate (Fri/Sat or Sat/Sun) 15% discount

Weekly rate: seven nights for the price of five

Specially negotiated rates:

Most guests come as part of a tour, through a tour operator, or as a corporate guest. In this case a special

Rate will have been negotiated and will be on the computer for Reservations and the Front Office to access.Free Sales Agents:

Free Sale Agents are sent availability charts every two weeks. They sell rooms at an agreed rate (usually the corporate

rate). They don't have to check with us, so administration costs are kept low.

Allocation Holders:

Allocation Holders have a certain number of rooms which they agree to sell (usually at FIT rates). The customer pays

them directly and they take commission and pass on what is left to the hotel.

For week-ends they have the rooms on a 48-hour release (in other words the hotel can take them back by Thursday and

resell).

If you have any more questions, please speak to the Reservations Manager or the Sales and Marketing Department.

( chenar )

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EXERCISESI. Your employer encourages young executives to enroll for additionaluniversity training whenever possible, and the firm pay tuition for thedesirable programs. You would like to attend the Graduate School ofBusiness Administration Management Program at Cambridge

University branch in Bucharest. Because most classes meet threeevenings a week and a few on Saturdays, they will not interfere withyour job. You believe that the course definitely makes a graduatemore knowledgeable in the management field, thereby increasing hisor her worth to the insurance company where you work. Some of thetopics you foresee as particularly valuable to your present job aremanagement communication, performance appraisals and basichuman motivation. The program over one academic year costs $1,500; $ 300 is required to be submitted with your application and theremaining $ 1,200 by September 30. Today is July 14. Enclose yourapplication with your memo to Mr. James Dawson executive vice

president for his approval.

II. To conserve fuel, because of the current fuel shortage, you, as anExecutive General Manager of an important bank, want to request allmanagement officers to observe certain simple fuel -saving steps forfringe cars in service. You ask that all vehicles be shut off when idle.Examples include when drivers are on lunch breaks or any otherbreak. Also, you want that operators run machines in such a manneras to conserve fuel without loss of efficiency. Excessive speed whereit is not necessary consumes more fuel. You believe that cooperationof all employees could result in a 5 to 10 percent savings. Mention inyour memo that you will make personal inspections periodically. Planan attractive, easy-to-read format for your requests.

III Translate into EnglishA. V rugm s revedei prevederile Codului de Conduit privind inuta i luaimsurile corespunztoare. Angajaii mbrcai neadecvat vor fi imediat trimiiacas i nu vor fi pltii pentru ziua respectiv.

TinutaCa reprezentani ai bncii, angajaii trebuie s poarte haine potrivite locului demunc. Toi angajaii trebuie s fie totdeauna mbrcai adecvat.Imbrcmintea sport , extravagant, ocant, provocatoare nu este acceptat

n mediul de afaceri. Atenia clienilor nu trebuie distras de modul n caresuntem mbrcai i inuta noastr trebuie s le par decent.

Doamne:

s poarte haine care se potrivesc cu mediul de lucru, preferabil fust i jachetn culori nchise, cu cma de culori deschise

- pantalonii pot fi purtai numai n combinaie cu sacou- bluzele sau rochiile cu bretele sau fr mneci nu sunt admise

i nici hainele din materiale sau culori speciale (care s-arpotrivi mai bine pentru sear sau pentru vacan)

- s nu se exgereze cu accesoriile

- prul va avea o culoare uniform (nu sunt admise uvie dealt culoare)

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- machiajul i manechiura vor fi n culori naturale- pantofii lustruii, nu sunt permise sandale sau cizme- parfumul n cantiti controlate

Domni:

- S poarte costum i cravat, cu sacou n special n holul bnciisau n alte zone n care clienii au acces

- Culorile acceptate sunt:

- - Costume: preferabil albastru nchis, gri, negru- - Cmi: cu mnec lung preferabil albe sau albastru

deschis- - osete: culori nchise- - pantofii: n culori nchise, lustruii tot timpul- Este obligatoriu s se brbiereasc zilnic

5.2. REPORTIn Great Britain, the adoption of limited liability as the usual system of

corporate organization gave important impetus to the movement in favor ofpublication ofbalance sheetas a report of the activity of the commercialbanks. The tide was running in favor to publicity, the growing strength ofimportant joint-stock banks that voluntarily published reports on theiractivity, helping to turn the fashion. The publication of an Annual BalanceSheet in no way altered the private character of the Bank, or theresponsibility of the partners to the full extent of their property.

Governments in the European Union set the rule of publishing reports of

the largest businesses according to criteria including revenue, employmentand assets that should disclose the material social and environmentalimpacts on their operations each year, as part of the operating andfinancial review in their annual report. This new requirement will bewelcomed as a move towards greater transparency. The growth of suchreporting has been prompted partly by demand from investors who areincreasingly concerned about the risks attached to the social, ethical andenvironmental impacts of businesses. Many companies seem to regard asustainability report as primarily, a public relations document, but readersof the reports say that their purpose is to provide accountability andtransparency. The guidelines give companies a clear template for what to

include in reports, how to go about it and how to make sure that readerswill value and trust the content.

Reports can be about many things: an analysis of a problem, asummary of a completed job, the progress of a project, the results of aninvestigation.

Reports provide information collected for a target specialized audience;it is made in order to find solutions for the problem it evaluates. They canbe informative reports, providing both information selected carefully and itsinterpretation, while recommendation/problem-solving reportsrecommend/suggest solutions.

Informative reports can be- Sales/production reports: numerical lists of sales/production

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