- When making presentations, it is important to consider your audience and objectives. You need to plan the structure and organization of your content. - Common organizational patterns for structuring topics include chronological order, spatial order, topical order, comparison-contrast order, cause-effect order, and problem-solution order. - An effective presentation format includes introducing yourself and the topic, providing an outline of the presentation structure, presenting the content while referring to visual aids, and allowing time for questions. Preparation and clear organization are essential for a successful presentation.

1. Topic 1 Networking at the Workplace
1.1Starting a conversation
a. Introduce yourself: You need to use the right words, smile
and eye contact
Good morning, may I introduce myself?
My name is ... and I’m from the marketing department
b. Introduce others: you need to mention the name and position
of those you are introducing.
Hi everyone, meet ...
She is my personal assistant.
1.2 Making small talk:
chatting about things not related to anything in particular. Do not
talk about political, racial or personal issues. Talk about
holidays, weather etc. Start with exploratory questions or
statement to see whether person is eager to talk.
When you are at a loss for words, you can resort to „ice breakers‰
such as the following:
_ How was your journey?
_ Is this your first visit to...?
_ Where are you staying?
_ How has your visit been so far?
_ Do you need any help or information?
_ Tell me more about your country.
1.3Getting down to business
a. In conversing with people at your workplace, you will need to describe
your job and organisation. You need to project a positive professional
image of yourself and your organisation.
Below are examples of questions commonly asked and phrases often used
when people talk about their jobs or organisations:
(i) Which company are you with?
I am with XYZ.

2. (ii) What do you do at XYZ Company?
I am in charge of marketing.
I am responsible for sales.
I recruit and train employees.
b. You need to be familiar with the products or services that your
company specialise in. What does your organisation focus on? Does it
provide a product, a service, or both? Sometimes, a company is described in
terms of the products or services it offers. For example:
_ We design software.
_ We build storage units.
_ WeÊre in the insurance business.
c. The differences between sole proprietorship, partnership and
corporation.
A sole proprietorship - is an unincorporated business owned by one
person. It is the most simple and basic form of business organisation. Without
the owner, the business would not exist. The sole business owner assumes
all responsibilities, liabilities and risks, and of course takes all the profit.
A partnership - is established by two or more people. All the partners
contribute something to the business _ money, labour, skills or property _
and share the profits.
Corporations are businesses where the shareholders transfer money and/or
property for the company’s capital stock. Profits are distributed according
to investment in the capital stock. A corporation can take some of the same
deductions as a sole proprietorship, while enjoying special tax deductions.
Logo
Most companies have their own logos to give them a sense of identity

3. Logos are also a form of branding to build the company’s image. Some
logos are recognised all over the world, for example, McDonald’s, NikeÊs
„ and Shell
Topic 2 Basic telephone skills
2.1Getting ready:
a. Before calling:
i. Think about a suitable time to call
ii. What is your objective/s of calling?
iii. Anticipate question from the other person
iv. Have pen and papers ready
v. Update yourself of the most recent conversation
vi. Desk calendar ready at hand
vii. Fax ahead if it is your first call
2.2receiving calls
train staff to be:
(a) BRIEF - Do not beat about the bush and waste the call recipient’s time;
(b) CLEAR - Explain the background and purpose of your call; and
(c) POLITE - Recognise and accept the other person’s point of view.
2.2.1telephone etiquette
a. answer phone promptly
b. identify yourself right away
c. use caller’s name
d. resolve caller’s problem, if not pass on to another and give reason
why
e. sound positive
f.reduce jargon
g. speak at appropriate pace
h. practise active listening
i.end the call with politely, Thank you

4. Do not:
(i) Eat and drink while talking on the phone.
(ii) Be too familiar with the person on the other end of the phone.
(iii) Talk to someone else in your office while you are still on the phone.
(iv) Allow too much background noise.
(v) Speak too quietly or loudly.
(vi) Use rude language
2.2.2 I’m calling because
Business calls: you need to save time by quickly asking probing questions
to get more information about the telephone call. You need to: example
complain about the product
i. Identify the problem
ii. Verify the product
iii. Determine if warranty applies
iv. Ascertain how the product has been used
v. Find out what steps have been taken to rectify the problem
2.2.3 Common telephone words
Learn and use standard phrases used in phone calls (p27)
(a) Introducing yourself:
_ Hello, Chan and Lee Clinic.
_ Good morning, this is Mariam.
_ Kenny speaking.
_ Good evening, Harris, Open University Malaysia.
_ Hi, my nameÊs .................. and IÊm calling from ..........................
(b) Finding out who is on the telephone:
_ Excuse me, who is this please?
_ May I ask who is calling, please?

5. _ WhoÊs speaking?
(c) Asking for someone:
_ Is Bob in, please?
_ Can I have extension 3421, please? (extensions are internal
numbers at a company)
_ IÊd like to speak to Max Thambirajah.
_ Can you put me through to Steven, please?
_
(d) Connecting someone:
_ Certainly, hold on a minute, I'll put you through ...
_ Can you hold the line?
_ Can you hang on a moment, please?
(e) Saying that someone is not available:
_ I'm afraid he's out at the moment.
_ IÊm sorry but the line is engaged... (when the extension
requested is being used).
_ IÊm sorry but Jack is not in at the moment.
_ Paul is on leave today.
_ Jim is in a meeting.
_ .................................................................................................................
(f) Asking the other person to repeat what was said:
_ IÊm sorry, but can you say that again?
_ Pardon?
_ Can you spell that please?
_ .................................................................................................................
(g) Ending a call:
_ Thank you for calling.
_ Thank you very much for your help.
_ Okay, IÊll check the details and get back to you later.
_ I think that covers everything.
_ IÊll come by your office on Monday at 10am.
_ .............................................................................................................

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

7. _ ________________________.
(b) Leaving a message:
_ Could you ask X to call me back please?
_ Can I leave a message for X?
_ _________________________
(c) Promising action:
_ I'll give X your message as soon as he comes in.
_ I will pass your message on.
_ ________________________.
2.3.2 Tips for effective message taking
In order to help you take down messages accurately, you should:
i. Use a pad/notebook to write down the details.
ii. Record the date and time of message.
iii. Spell names accurately _ do not be afraid to ask the caller if
you are unsure
how his/her name is spelled.
iv. Quickly ascertain what the caller wants _ a return call, action to
be taken, etc.
v. Offer assistance.
vi. Follow up with appropriate action.
SUMMARY TOPIC 2
_ You need to have good, basic telephone skills if you wish to be effective at the
workplace.
_ When making business calls, remember to be brief, clear and polite.
_ Business calls usually have a purpose and you need to identify the objective
of the call as quickly as possible.
_ Answer all calls promptly, within three rings.
Offer a three part greeting _ hello, the name of the organisation, and the name
of person answering the call.
_ Business calls often use standard phrases which are informal in tone.
_ Observe telephone etiquette when answering phone calls _ sound positive
and helpful, avoid technical jargon, do not eat or drink while on the phone,
speak at a steady pace, etc.

8. _ Phone messages should contain five elements _ the name of caller, the time
and reason for the call, the request, a contact number, and a thank you.
_ One needs to be firm, persistent and well-prepared, when dealing with
difficult calls.
Topic 3 Discussions and meetings
3.1 Meetings
- Meetings are for exchanging information, discussion and make decisions.
- Each member need to contribute actively and be aware of the appropriate
expressions and functions.
Here are some examples of language forms and phrases that are commonly used at
different stages of a meeting or discussion.
(a) Starting a meeting
Well, ladies and gentlemen, I think we should begin ...
If everyone is here, we can start.
Shall we start?
(b) Introducing the agenda
Today we need to talk about ...
Let us look at the first item on the agenda _
(c) Stating objectives
The purpose of this meeting is, firstly, to ... and secondly, to ....
The main objective of our meeting is ...
(d) Keeping the meeting moving
Can you tell us more about ...?
Shall we continue?
(e) Closing the meeting
Does anyone have anything else to add?
If that is all, we can stop here.

9. Language in
meetings
 Starting a meeting
 Introducing the agenda
 Stating objectives
 Keeping the meeting moving
 Closing the meeting
Why do you need to know all these?
- Ideas in meetings need to be articulated tactfully, all the time showing
respect for the others. We want our message to be understood by
everyone.
3.2 Expressing Opinion
An important part of meetings and discussions involves asking and giving
opinions. An opinion can be expressed in various ways:
(a) A forceful way;
(b) A neutral way; or
(c) A tentative way (with some hesitation or reservation).
Asking for opinions
Would you mind telling me what you think of _?
What do you think about _?
What is your opinion of _?
How do you feel about _?
What are your views on _ ?
Any comments ...?
Giving an opinion
I think that _
I feel/believe that _
In my opinion/view, _
My opinion is that _
My point of view is _

10. 3.3 Expressing agreement/ Disagreement
When you agree with someone, the expressions you use to voice your agreement
will tell the listener the strength, or degree, to which you agree.
.
Ways of Expressing Agreement and Disagreement
AGREEMENT
Strong Neutral
I absolutely agree.
Yes, definitely.
I am in complete agreement.
Exactly.
Precisely.
I agree.
You are right there.
I think you are right.
That is true.
That is right.
Disagreement
Strong Neutral
I disagree completely.
That is out of the question.
On the contrary.
Of course not!
That is ridiculous.
I do not agree.
That is not how I see it.
I would not say that.
I think you are wrong.
I disagree.
Expressing
opinions
 Forceful
 Neutral
 Tentative
This occur both when asking and giving opinions.
Why are there differences in giving opinions? Think
about purpose/intention.
Expressing
agreement and
disagreement
 Strong
 Neutral
Discussion will gain momentum as each responds
positively or negatively.
- Making and requesting for suggestions during meetings are common.
Suggestions can be made strongly, neutrally or tentatively.

11. Table 3.3: Making and Asking for Suggestions
Making Suggestions Asking for Suggestions
Strong
We must ...
I would like to hear your suggestions.
I would like to hear your ideas on this.
What would you suggest?
Do you have any suggestions?
What do you recommend?
What are your views on this?
Neutral
I think we should
Tentative
It might be good to ....
I recommend that we _
I think we should _
I suggest that we _
My recommendation is that we ...
...
Table 3.4: Other Useful Expressions
Presenting alternatives One possibility is to ...
_ Either we ... or ...
_ As I see it ...
_ If we ... then... can...
_ The advantage of_ is that ... whereas_
Accepting proposals I am completely in favour of that.
_ I am in favour of that.
_ That is a good idea.
_ I have absolutely no objections.
_ I am sure that is the best idea.
Rejecting ideas _ I am sorry but I really do not think that_ is
a
good idea.

12. _ I am afraid I cannot accept that.
_ That is very interesting but ...
_ I am sorry, but that is not really practical.
_ I appreciate your point of view but_.
_ I can see why you want to do this but_
Building up arguments _ I am afraid that is not possible. Firstly ...
Secondly ...
_ If we put off this decision any longer it will
mean further delays. As a result ...
Balancing points of view _ I accept what you say but ...
_ The project may be profitable but on the
other
hand it may be.... If we ... it may cause ...
Summarising and
concluding the meeting
_ If everyone is in favour of what I have
suggested_
_ If everyone is in agreement to what I have
proposed ...
_ Do you all agree that _.?
_ If everyone is in favour, I would like to
recommend ...
_ Does anyone have anything else to
add_?
_ Right, then I think we can end the
meeting here.
_ So if that is it, we can stop here.

13. Topic 4 Making Presentations
4.2 Making a presentation Ask our self the following question :-
1. Why am I giving this presentations?
2. What do I hope to achieve?
3. What do the audience know about the
subject?
4. What visual aids can I use?
5. What do the audience need/expect?
6. What can I do to make my talk interesting?
4.3 Planning - Structure of subject matter or the facts and
ideas. Arrangement of ideas to be presented.
Consider mind mapping, outlining and
organizational patterns.
- Structure of presentation, how to present it?
Consider audience awareness, opening lines,
visual aids and gestures.
4.2.1 Structuring subject matter
- Gathering, collecting ideas and materials, brainstorming and
sorting it into logical sequences.
- Brainstorming – where theme is central and develops into many
branches.
a. Mind mapping
b. Outlining – ideas arranged in linear fashion.
c. Organisational patterns:
- chronological
- spatial
- topical
- comparison-contrast
- cause-effect
- problem solution

14. (i) Chronological order
Using time as a framework. This is useful for narratives, sequences, processes or
series of events.
(ii) Spatial order
This may be used for describing buildings, places or locations.
(iii) Topical order
This is useful when you have a number of specific topics or subtopic for your talk;
you may begin with the most important topic and end with the least important.
(iv) Comparison-contrast order
For this, you organise the information according to the similarities and/or differences
between the various subjects you wish to talk about, as well as the positive and
negative aspects of a subject or topic.
(v) Cause-effect order
This pattern organises information according to the causes and effects of an action or
initiative.
(vi) Problem-solution order
For this structure, your talk will focus on a sequence of problems and their respective
solutions.
Presentation Format
Step 1 Introduce yourself.
Step 2 Give the topic and the estimated amount of time for the presentation.
Step 3 Give an outline of the talk, that is, explain how the presentation is
organised:
(i) Topic A.

15. (ii) Topic B.
(iii) Topic C, etc.
Tell the audience when they can ask questions _ whether they can
interrupt during the presentation or can only ask questions at the end of
the presentation.
Step 4 Give your talk, referring to visuals wherever necessary
(i) Talk about topic A
(ii) Summarise topic A
(iii) Repeat for all the topics
Step 5 Summarise the main points of the whole presentation.
Step 6 Conclude with a powerful statement and allow questions.
4.2.2 Structuring the Presentation
a. Audience awareness – focus on the needs and temperament of
audience. You need to pitch your talk according to the requirements of
the talk.
b. Effective opening lines – to create impression and capture attention.
Some examples of strong opening lines are:
ι. Let me begin by telling you a story on computer communication
networks.
ii. Today, I am going to talk about an innovation that has saved us
much time and money.
c. Appropriate visual aids – help audience follow ideas closely, or to drive
home specific points. Some common visuals include graph chart,
drawing, maps, list, diagram., pictograph.
d. Non-verbal communication – posture, gestures, will create indirect
messages to the audience.
(i) Friendliness _ the audience may think you do not mind being questioned;
or

16. (ii) Ridicule _ they may think you are making fun of them or assuming that
they are poorly informed.
It is thus important to be aware of the impact of your facial expressions, posture and
movements during the presentation. You may wish to heed these simple rules:
a. Maintain frequent eye contact with everyone in the room;
b. Smile, nod and move your arms moderately or only when necessary;
c. Maintain voice control so that you are neither shouting nor speaking too
softly; and
d. Maintain a reasonable distance from individual members of the audience,
even when you are pointing to something they have written or are reading.
4.3 The Presentation proper
a. Be clear about the objective of presentation
b. Structure the content in simple, and logical manner
c. Have a strong opening
d. Use relevant examples
e. visual aids to support the presentation
f. show enthusiasm
g. be sensitive to audience
h. listen carefully to questions
i. be polite
Topic 5 Business writing 1
5.1 The language of business writing

17. • Communicating message without misinterpretation
• Direct writing style / reader-friendly
• Remember tone and clarity
• sentence length and paragraphing
5.1.1 Choice of Words
i. Choose familiar words, be concise and precise.
ii. Avoid clichés and jargon unless familiar to reader.
iii. Be aware of gender bias
5.1.2 Sentence Structure
Readability (sentence length) and punctuation (adds clarity to
message). Vary length of sentence. Sentence usually between
15 to 20 words.
5.1.3 Paragraph Structure
i. coherence and cohesion. Structure paragraph properly.
ii. organise ideas to suit the purpose:
a. to inform
b. to instruct
c. to persuade
5.1.4Tone
i. Word choice and order of information set the tone.
ii. Be courteous. Avoid imperatives.
iii. Use logical connectors to help reader focus on intention and
purpose
5.1.5 Grammar: word order in sentences
 Sentences should be complete
- The subject is the person or thing that the sentence is about.
- The object is the person or thing affected by the action or situation.
- The complement tells you more about the subject.

18. 5.2 The format of business letters
1 • Formal communication to elicit specific response
• Essential parts are details of the communication
2 Parts of a letter
• Letterhead
Info on the writer, the organization and its address.
- Our Ref. Or Your ref
• Date
Between the letterhead and the inside address.
• Inside address
After the date and before salutation. Contains name and address of
recipients.
• Attention line
Below the last line of the inside address where a specific person’s
name is mentioned.
• Greeting
First name would be personal, inclusion of title before name would be
more formal. – Dear Sir, Dear Madam
• Subject line
Identifies writer’s purpose

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

20. 5.3 Grammar: Singular and plural forms
• Countable nouns
• Uncountable nouns
• Plural nouns
5.3.1 Countable nouns:
- Are individual things, people and places: a diary, a memo, a letter, a
photograph, a receptionist, a factory;
- Are units of measurement such as a metre, a mile, a kilo, a pound, a litre, a
gallon;
- Are used with a/ an;
- Can be used in the plural (diaries, memos); and
- Follow words such as many, these, several, few, a number of ...
5.3.3 Plural Nouns
Here are some rules on how to change a noun to the plural form.
a. We add _s to form the plural of most nouns.
Example: letters, minutes.
If the noun ends in _s, _x, or _ch or _sh, we add _es.
Examples: classes, boxes, bunches, crashes.
b. If the final consonant of a noun is followed by _y, the „y‰ is replaced with
-ies.
Examples: industries, deliveries
c. There are nouns which only occur in the plural. For example:
Earnings per share have increased.
Their headquarters are in Johor.
The goods will be sent by special delivery.
We have opened new premises in Senawang.
d. Singular nouns ending in _s
Some nouns end in _s but are not plural:

21. The news was good.
Politics has never been one of my favourite subjects.
Economics is not an exact science.
e. Groups and organisations
Singular nouns such as bank or committee can be seen either as a number
of people (plural) or as a collective unit (singular). As a result, the verb or
pronoun that follows such nouns may be either singular or plural.
f. Irregular plurals
Some words do not take an _s but have other forms, other endings or stay
the same.
Table 5.1: Irregular Plurals
Singular Plural
aircraft
criterion
foot
formula
matrix
person
phenomenon
aircraft
criteria
feet
formulae/formulas
matrices
people
phenomena
BUSSINESS LETTER
5.4 Layout
• Full block layout – all parts are aligned to the left.
• Modified block layout (p93)
Senders address is at centre or aligned with the right hand margin. The
complimentary close and signature block will follow the sender’s address
position.
• Modified block layout with indented paragraphs (p95)
Same as modified block except that each paragraph is indented from the
left hand margin.
5.5 Punctuation styles
• Open style – punctuation used in the body of letter.
• Mixed style – comma is placed after the greeting and after the
complimentary close.
5.4.1 Full block layout – example

22. Ms Jennifer Mead/Secretary/Fairview Residents Association/76
Fairview Park/43100 Petaling Jaya/Selangor
We would be very happy to approve your request for Meena Trimble to speak at our
next association meeting for approximately 20 minutes. The business community in
Sri Layang welcomes growth but at the same time strives to be sensitive to the
importance of preserving our landmarks. We appreciate the concern and dedication
you and your group have in preserving our landmarks. Mr Wilkes will be contacting
you by phone about the time slot we have for your remarks. Thank you for the
concern you demonstrate for our community.
Yours sincerely / Jose E Morales / Director
5.4.2 Modified block layout

23. 5.4.3 Modified block layout with indented paragraphs

24. Topic 6 Business writing 2

25. 6.1 Good business letter
• Well planned
• Impress recipient of sender’s professional image and the importance of
such communication.
• The seven checklists
1. purpose of letter
2. what to say
3. jot down all ideas roughly
4. order all points
5. first draft
6. read the letter, think about purpose
7. rewrite
6.2 Types of letters
• Good news letters
• Neutral letters
The first two are for asking or giving information.
• Bad news letters
As the label suggests!
Commonly, good news and neutral letters are written with the aim of
giving or asking for information. These letters usually try to achieve one or more
of the following purposes or objectives:
_ Make an inquiry;
_ Forward a request;
_ Reply to an inquiry/request;
_ Acknowledge receipt of letter;
_ Introduce self and organisation;
_ Inform about organisation’s services and activities;
_ Grant a loan or extend credit;
_ Confirm success at an interview; and
_ Make a special offer for valued customers.

26. 6.2.1 Order of information
• Good news and neutral business letters.
• The content of a good news letter follow this order :-
(a) Letter of enquiry
To ask for more info of product or service.
Neutral letter using good news letter format. p103
_ The start:
_ Dear Sir or Madam.
_ Although it is very formal, you may also use „To Whom It May
Concern” as you do not know the person you are writing to.
_ Giving reference:
_ With reference to your advertisement in...
_ Regarding your advertisement in ...
_ Requesting a catalogue, brochure, etc:
After the reference, add a comma and continue _ for example, „Referring
to your advertisement, would (could) you please send me ...?
_ Requesting further information:
I would also like to know ...
Could you tell me whether...
_ Signature:
Yours faithfully- this is very formal as you do not know the person you
are writing to.
• Purpose identified in the opening paragraph
• Place good news in the opening
• State details of good news in middle paragraph
• Close with statement of goodwill

27. (b) Letter for placing orders
After you are certain about the service or product that you want.
Sample Letter _ Placing an Order
(Letterhead)
23 September 2009
Mr Jack Chia,
Director
Bookmark Online
New Jersey, WA 98795
Dear Mr Chia,
Would you please send me the following books via COD? According to your
website, orders are to include the title, author and publisher. I have provided
these below.
Title Publisher Author
Driving Home Peter Lawford Jaber and Co
Please contact me if you have any questions. I look forward to doing business
with you.
Yours sincerely
Fred Lingam
Fred Lingam
Head, English Department
FL/es
(c)Letter of Reply to an inquiry
Choice of using openings closing lines depend on purpose of
letter and relations between the sender and receiver. P104

28. A Letter Replying to an Enquiry
Thank you for taking an interest in our bank. As one of the leaders in this
industry, we assure you that our products and services will not disappoint you.
I would like to take this opportunity to briefly set forth our terms and
conditions for maintaining an open account with our firm. Invoices are
payable within 30 days of receipt, with a 2% discount available if your
payment is remitted within ten (10) days of receipt. We consider this
incentive an excellent opportunity for our customers to increase their profit
margin and therefore encourage the use of this discount privilege whenever
possible. We do, however, require that our invoices be paid within the
specified time for our customers to take advantage of this 2% discount.
At various times throughout the year, we may offer our customers additional
discounts on our products. In determining your cost in this case, you must
apply your special discount first and then calculate your 2% discount for
early payment.
As the credit manager, I will be happy to answer any questions you may
have regarding your new account. I can be reached at the number given in
the letterhead. Welcome to our family of customers.
d. Letter of application for a job
Claire Lopes
38 Jalan Hang Lekiu
75200 Malacca, Malaysia.

29. 11 November 2009
Stanley Tong
Product Manager
KLTEX
Lot 5, Industrial Estate
40200 Shah Alam
Selangor.
Application for the Post of Customer Service Representative
Dear Mr Tong,
A motivated worker with a strong foundation in business administration and
customer service is the background that I would bring to your organisation. I am
goal-oriented, able to focus on the task at hand and have proven to be reliable in
getting the job done.
I believe that I meet all your requirements as listed in the advertisement. In my
present firm, I have had exposure to a wide variety of duties as a customer
service representative. Over the years, I have developed excellent interpersonal
skills and gained extensive experience in mediating problems to find acceptable
solutions. In addition, I excel in writing clear reports and letters which are easy to
understand. I am also proficient in using most major office software and have
experience in setting up an online customer service webpage.
My present post is satisfying and the environment is pleasant but I feel that my
career would benefit from a change.
I would like to meet with you to discuss the valuable contributions I could make
to your company. I can be reached at 06-7053266.
Your consideration and time are most appreciated.
Sincerely,
Claire Lopes

31. 6.2.2 Bad news letter
„Bad news business letters are written for various reasons, including the following:
_ Refuse credit;
_ Refuse a request;
_ Decline an invitation to speak at a function
_ Notify an unsuccessful job applicant; and
_ Explain inability to fulfil an order.

32. • Telling unwelcome news
• Must convey message and maintain recipient’s goodwill
Indirect order of information
• Courteous opening
• Explanation is provided first
• Give the bad news
• Close with positive paragraph
(a) Letter of complaint

33. (b) Reply to a letter of complaint
CLASSY BIKES LTD
The Bicycle
Shoppe, Bayan
Lepas
Commercial
Centre,
P.O. Box 2,
10810 Penang,
Malaysia
Tel: 04 -2053060
Fax: 04-6622123
Ms E. Dan
Sales Manager
Classy Bikes Ltd.
22-33 Uni Avenue Your ref: ED/RS
Singapore 1145 Our ref: NK/ 22
14 November 2009
Dear Ms Dan,
Our order No 45256
I am writing with reference to the above order for
mountain bicycles, which we received today.
We regret to inform you that upon examining the
goods we found that forty of the bicycles delivered
were racing bicycles instead of mountain bicycles.
I must ask you to arrange for the immediate despatch
of replacements as we have firm orders from our
own customers for the entire consignment.
I would appreciate it if you could advise us on what
we should do with the forty bicycles wrongly
supplied.
Yours sincerely,
Nelson Kang
Nelson Kang
Chief Buyer

34. 22 - 33 Uni Avenue, Singapore, 1145
Tel: 02 _ 22882882 Fax: 02 _ 22883883
Your ref: NK/ 22
Our ref: ED/ RG
18 November 2009
Mr Nelson Kang
Chief Buyer
The Bicycle Shoppe
Bayan Lepas Industrial Zone
P.O. Box 2
10810 Penang
Malaysia
Dear Mr Kang,
Your order No 45256
We thank you for your letter of 14 November in which you informed us that we
had made an error when supplying the above order.
We are very sorry we sent you forty racing bicycles instead of mountain
bicycles. This time of the year is a particularly busy one for us and there are
several orders coming in. There must have been a mix-up in the packing
department.
We have already despatched replacements for the forty racing bicycles and
instructed our representative in Penang to collect the wrongly delivered goods
as soon as possible.
Finally, we would like to apologise for the inconvenience caused and to thank
you for your patience in this matter.
We look forward to hearing of the safe arrival of the replacements and to doing
further business with you.

35. Yours sincerely,
Elain Dan
Elaine Dan (Ms)
Sales Manager
6.3 Resumes
DAVID KHOO
38 PERSIARAN RIMBA HUTAN _ 31400 IPOH, PERAK
PHONE: 05 _ 5492 8280 _ MOBILE: 014 _ 2134 207
Post applied for: Senior Systems Programmer
Education
1982 _ 1995 St MichaelÊs School, Ipoh
Malaysian Higher School Certificate (STPM)
Mathematics B
Physics A
Chemistry B
General Paper A
1996 _1998 National University of Malaysia
Bachelor of Computing Science (1st Class Honours)
Work Experience
2001 - present Company: GCG Merchant Bank
Post : Systems Programmer
Responsibilities: Development and programming of financial
systems using C/UNIX incorporating
LAN/WAN technology and relational
databases
1999 - 2000 Company: Data International
Post: Trainee Systems Programmer
Responsibilities: Assisting in the development of a new

36. online information system for a financial
services company
Referees
Mr Joseph Tinggom Mr Johan Bakar
Systems Manager Data Processing Manager
GCG Merchant Bank Data International
Jalan Harimau Jalan Lok Nawi
31300 Ipoh 59200 Kuala Lumpur
Current Salary: RM38,000.00 p.a.
- Statement of all qualifications, experience, achievements, and anything
that would of relevance to the reader written positively.
- Basic resume – simple and short, for school-leavers.
- Functional resume – highlight skills and work experience. Job functions of
previous job will be highlighted.
- Specific resume – for specific post where it will follow the criteria set as
advertised.
Chapter 7 Tables, Chart and Graph
TYPES OF GRAPHIC AIDS
7.1.1 Tables
- for presenting numerical data. They are convenient
for presenting lots of data and giving absolute values when precision is very
important.
However, since they present items one at a time in columns, tables emphasise
discrete rather than continuous data.
- Tables are not visual; you need to use your mind to translate each number into a
relationship with every other number. This makes it hard to show trends or direction
via tables.
7.1.2 Bar Graphs
A bar graph uses bars of equal width in varying lengths to represent:

37. _ A comparison of items at one particular point in time;
_ A comparison of items over time;
_ Changes in one item over time; and
_ A comparison of portions of a single item.
The horizontal and vertical axes represent the two elements being illustrated,
such as time and quantity. Bars can extend in either a vertical or horizontal
direction. Bars can also appear on both sides of the axis to indicate positive and
negative quantities.
Bar graphs cannot represent exact quantities or provide comparisons of
quantities as precisely as tables can, but are useful for readers who want to
understand overall trends and comparisons.
7.1.3 Pictographs
A pictograph is a variation of a bar graph that uses symbols instead of bars to
illustrate specific quantities of items. Normally, a pictograph shows the changes
in particular items over a period of time.
The symbols should realistically correspond to the items, for instance, using the
symbol of a cow to represent milk production.
Pictographs provide novelty and eye-catching appeal, particularly in documents
intended for consumers. The use of pictographs is however, limited by the fact
that symbols cannot adequately represent exact figures or fractions.
7.1.4 Line Graphs
A line graph uses a line between the horizontal and vertical axes to show changes
in the relationship between the elements represented by the two axes. Line
graphs usually plot changes in quantity, or in position, and are particularly
useful for illustrating trends.
However, line graphs suffer from the same weakness as pictographs. Three or
four lines representing different items can appear on the same graph for
comparison. These lines must be differentiated by colour or design and a key
must identify them.
7.1.5 Pie Charts
A pie chart or pie graph is a circle representing a whole unit, with segments of
the circle or pie representing portions of the whole. These charts are often used to
indicate distribution trends.

38. Pie charts or pie graphs are particularly good at providing a quick visual impression
of a particular item but less effective in representing exact quantities. This difficulty
can be overcome by using call-outs which indicate the exact quantity of the item.
They are useful if the whole unit has between three and 10 segments.
Colours and shading are used to highlight segments of special importance or to
separate one segment from the pie for emphasis.
In preparing a pie chart, it is normal practice to place the largest segment at the
12 oÊclock position and then move clockwise, with the remaining segments in
descending order of size.
7.2.2 Describing Changes in Data
Read the sentences below. Some of them do not make sense. Explain why and
make the necessary changes.
(i) Sales of PCs fell steadily throughout last year.
(ii) Car sales plummeted marginally at the end of June.
(iii) The price of oil rocketed gradually in 1973.
(iv) The retail price index edged up sharply at the beginning of the year.
(v) Share prices dipped slightly towards the close of trading.
(vi) The government expects unemployment to continue to fall steadily.
2. Indicate which of the given words below mean „to increase
(_), „to decrease‰(_) and „to stay the same, that is, to remain
constant‰(_).

39. (a) To drop (e) To touch bottom
(b) To soar (f) To remain at
(c) To rise (g) To edge down
(d) To fall
3. Three of the verbs above have an equivalent noun form. For
example, the noun form of to increase is an increase. Identify these
three verbs. Think of other verbs that could be included in this list.
Do they have equivalent noun forms? If so, what are they?
LINE GRAPHS
Line graphs usually plot changes in quantity or in position and are useful for
highlighting movement or trends. You need to be able to read and interpret data
from graphs as well as to use data to plot graphs.
7.3.1 Interpreting Line Graphs
The line graph shows the movement in the price of gold in the year
2001. Study it carefully and fill in the blanks in the the text below,
using the words provided in the box.
Marginally slightly steadily sharply gradually
The price of gold rose _sligthly________(i) during the first quarter from its

40. turn-of-the-year price (RM255 per ounce) but turned up
______sharply_____(ii) towards the end of June and continued to climb until
the end of the third quarter, when it fell _______sharply____(iii).
However, it picked up _______marginely___(iv) again in November and
December and is expected to rise ___steadily_____(v) in the New Year.
GETTING TO KNOW GANTT CHARTS
A Gantt chart is used for scheduling and tracking key events that are necessary to
complete a project. A Gantt chart shows the steps involved in a project and their
relationships over time.
The Gantt chart in Figure 7.4 was created by Armin Ahzab, a development team
leader at an advertising firm, DÊlight Advertising. ArminÊs Gantt chart shows the
key stages involved in developing an advertising clip for Brio ConfectioneryÊs
latest product _ Snap It!
A Gantt chart is constructed with a horizontal axis representing the total time span
of the project, broken down into increments (days, weeks or months). In the chart
above, the project is scheduled to be completed between November 1 and 18.
The vertical axis of the Gantt chart consists of a listing of the key tasks that make

41. up the project. In the example given, the key tasks begin with „Brainstorm‰ and
end with „Final Presentation.
The graph area of the Gantt chart contains horizontal bars. For each task, the
length of the horizontal bar indicates the duration of that task or step. Work to
prepare „Video Presentation‰, for example, will commence on Nov 8.
The Gantt chart can also contain features such as milestones. A milestone is an
important checkpoint or interim goal for a project. In the Gantt chart above, the
„Final Presentation‰ is considered a milestone.
Dependencies are another variant. Dependencies refer to the idea that some
activities are dependent on other activities being completed first. In this chart,
„Copywriting‰ is dependent upon the „Brainstorming‰ that precedes it.
It sometimes helps to have an additional column containing numbers or initials
which identify who on the team is responsible for which task.
A Gantt chart can also help a team to document progress on a project. As the
project progresses along, the chart is updated by filling in the task bar to a length
proportional to the amount of work that has been finished.
Chapter 8 Memos, e-mail and faxes
8.1.1 Memorandum
Advantages of memo
- Many people will get the same message.
- Takes little time to write but will have reference number.
- Detailed information can be presented logically and accurately.
- Internal, written business communication.
- Less formal but a serious document.
- Can be used for any number of reasons.

42. - Format, style, and organization vary greatly.
8.1.2 Parts of a Memo
A memo comprises the following parts:
_ Heading (To, From, Date, Subject);
_ Body (written in short paragraphs, blocked to the left margin);
_ Reference initials (optional); and
_ Attachment notation.
8.1.3 Distribution List
This is a list comprising the names of people to whom the memo will be sent. It is
used when a memo is sent to a group rather than an individual. The names are
listed at the bottom of the memo in alphabetical or rank order and indented to
the first tab.
Look at the overview of a memo P.149.

43. 8.2 There are five types of memo:
- instruction
- Request
- Announcement
- Transmittal
- Authorization

44. 8.2.1 Directive Memo
A directive memo states a policy or procedure that you want your co-workers to
follow. The body of the memo starts with a clear, concise sentence that states the
purpose of the memo, for example: The purpose of this memo is to let all
members of the ABC department know that doughnuts will be provided every
Friday morning at 8am.
You then explain the rationale for such a decision or procedure
8.2.2 Response Memo
The response memo responds to a request for information. It comprises four
parts _ the purpose statement, summary, discussion and action. It always starts
with a short paragraph stating the purpose, followed by a summary of the
information requested, a discussion of the important points, and the action you
are going to take or feel should be taken.
8.2.3 Trip Report Memo
This is usually sent to a supervisor after an employee returns from a business
trip. It follows the same format as the response memo. In the action section,
include relevant information that you may have come across after returning from
the trip or recommendations that you might want to make.
8.2.4 Field Report Memo
A field report memo highlights a problem and reports on the procedures taken to
resolve the problem. It has the following sub-sections _ purpose, summary,
problem leading to the decision to perform the procedure, methods, results,
conclusions and recommendations.
8.2.5 Transmittal Memo
This is the first document in a report package. The functions of the transmittal
memo include announcing the release of a report (giving the date, by whom the
report was authorised and the general purpose of the report). It also summarises
conclusions and recommendations, credits the project team for their work, and
notes special points of interest.
8.2.6 Announcement Memo
This type of memo issues an announcement to all staff members at the same time.

45. 8.2.7 Instruction Memo
This type of memo gives instructions that need to be complied with by
8.2.8 Authorisation Memo
This type gives the green light for an action to be taken.
SUBJECT-VERB AGREEMENT
There are many rules on subject-verb agreement. Study the following rules and
examples carefully:
1. When two or more subjects are connected by or or nor, the verb must
agree with the subject closest to it.
S S
Example: (a) Either the head of department or the section leader
V
has to attend the meeting.
S S V
(b) Neither the representatives nor the members are
absent today.
S S
(c) Either the union representatives or the section head
V
has to leave the meeting.
S S V
(d) Neither the manager nor the employees are to be
blamed.
2. Each of the words in the following list goes with a singular verb.

46. every
each
one
everyone
anyone singular verb e.g. is, was, has, does, takes, walks
someone
anybody
somebody
nobody
8.4 e-mail
Electronic communication via internet
What is netiquette? Refers to etiquette on the net
Why would you need a layout to your e-mail if it is a formal communication?
Netiquette Dos Netiquette Don’ts
- Be polite and civil - Use capital letters (shouting)
-Keep e-mail short and brief - Post flame bait
-Respect privacy - Use emotional language
-Stay on topic - Send out unsolicited mass e-mails
Reply promptly - Claim e-mail as urgent when they are not
8.4.2 Net Addresses
Com Commercial business
Org Non-profit organisations
Edu Educational institutions
Gov Government organisations
Net Companies or organisations that run large networks
8.4.4 Layout
- receiver’s name
- sender’s name
- subject
- date
- body
- e-mail address
8.4.5 E-mail Abbreviations
Abbreviations are sometimes used in e-mails. The following are some examples:

47. btw (by the way), fyi (for your information), imho (in my humble opinion), fwiw
(for what itÊs worth), hth (hope this helps) and afaik (as far as I know).
3. Faxes
Faxes are widely used today and more convenient because you only need
telephone lines.
8.5.2 The layout should contain:
- cover sheet
- confidential information
- intended recipient
- advise to sender
You need to attach a cover letter explaining about yourself and the materials
you are sending. Why?
FAX COVER SHEET1
Date: 19 November 2010 To fax number: +02 3976 3421
To: Adeline Chan From: Tan Sim Hock
Number of pages including this cover sheet: 17
Dear Adeline,
It was good to hear from you again. The following pages give details of the latest
additions to our range. If you require any further information, please do not

48. hesitate to contact me.
Best regards,
Tan Sim Hock
This fax may contain confidential information2. If you are not the intended
recipient3, advise the sender4 and destroy this document. If you do not receive all
pages, or if any pages are illegible, please phone (6) 03-2284 6545 immediately.
Chapter 9: Cover Letters and resumes
9.1 Cover Letter
o Normally used when writing letter of application where the cover letter is the
application letter, itself accompanied by resumes.
o 4 reasons why it is written
a. Draw attention to relevant qualifications and work experiences listed in the
resume;.
b. Make a match between what you have to offer and the potential
employerÊs needs;
c. Persuade your potential employer to consider your application carefully;
and
d. Support your request for an interview.
9.1.1 Guidelines for writing a cover letter
o Opening - To draw reader’s attention of the job you are applying for.
o Middle - Persuasive to get the reader interested in you.
o Closing - Request for interview and leave contact number/correspondence
address.
9.1.2 Useful Key Phrases
Below are some useful key phrases you can use in your cover letter to apply
for a position that has been advertised:
a. I am writing to you in response to your advertisement for ...
b. I wish to apply for the position of _
c. As you can see from my enclosed resume, my work experience and

49. qualifications match the requirements for this position.
d. I look forward to an opportunity to speak with you in person.
e. I can be contacted at 03- xxxx xxxx or at the address above.
f. Please accept this letter as an expression of interest in the position of ...
g. I am enquiring about the prospects of employment in the Credit Division of
your bank. An article in the xxxx stated that the bank is rapidly expanding
and_
h. I have enclosed a copy of my resume for your review.
i. I believe I possess the right combination of …skills.
j. My current position has provided me with the opportunity to ...
k. I would welcome the opportunity to meet with you to discuss my potential
contributions to your company.
l. I look forward to an early reply.
Cover letter application of job
Aloysius Tan Kim Hock
14, Jalan USJ2/4
Taman Crystal
Subang Jaya
46000 Petaling Jaya
12 April 201_
Mr Yeap Hin Lee
Personnel Manager
Logistics Inc.
1516, Persiaran Kelab Emas
47200 Klang, Selangor
Dear Mr Yeap,
Application for the Position of Chief Supervisor
In response to your advertisement for a Chief Supervisor specialising in
Port Regulatory Law / am writing/ which appeared in the New
Settlement Times on Sunday, April 12. / I / As you can see from my
enclosed resume,/ match the requirements for this position / my
experience and qualifications.

50. I / that I graduated from the Malaysian Marine School in Malacca /would
like to point out/ I was hired directly upon graduation/ with a Diploma
in Port management / due to my expertise in port authority regulations.
During the four years that I worked for Gudang and Co., / in our region.
/further deepened /my knowledge of regulatory laws/ I / My
employer / wanted to promote me to head the team of assistants /
also thought highly of my abilities / after my first year of employment.
I/ to personally discuss / look forward /the position with you./ to an
opportunity /I/ within the next five days to arrange an interview./ will
call you.
Sincerely,
Aloysius Tan Kim Hock
Enclosure
9.2 Resume
- Statement of all qualifications, experience, achievements, and
anything that would of relevance to the reader written in
positively.
- Types of resume
a. Basic resume – simple and short, for school-leavers.
b. Functional resume – highlight skills and work experience.
Job functions of previous job will be highlighted.
c. Specific resume – for specific post where it will follow the
criteria set as advertised.
Chapter 10: Business Reports
10.1 Planning and writing reports
- Reports are to inform, provide background information, make
recommendations, a course of action etc.

51. 10.2 Short report layout
A good short report should contain the following characteristics:
_ A clear indication of your purpose;
_ Accurate and objective information;
_ A suitable ordering of information; and
_ Appropriate formatting.
A formal report comprises:
a. A title page containing the title of the
report, the recipientÊs name, his/her
position and/or organisation, the writerÊs name and position (and
organisation if appropriate) and the date;
b. An introduction;
c. Sections with headings in the body;
d. Conclusion;
e. Recommendations (if any); and
f. Attachments (if they contain useful
information).
TYPES OF SHORT REPORTS
There are three widely used types of short reports:
(a) Justification report;
(b) Progress report (and completion report); and
(c) Periodic report.
Sometimes, descriptive headings are used to guide the reader through these
reports.
10.3.1 Justification Report
This report highlights a course of action or idea, and then presents evidence to
support why something should, or has been done. Basically, the format is as
follows:
_ Introduction _ Presents purpose of report and describes proposal / course of
action.

52. _ Body _ Describes the present situation, need for change, costs and benefits.
_ Conclusion _ Evaluates changes and provides recommendations.
10.3.2 Progress Report
This report provides information on the progress of a project and forecasts
future development.
_ Introduction _ Identifies the reportÊs purpose with a subject line and
describes the current status of the project.
_ Body _ Presents positive features of the operation, describes problems that
arose and how they were solved, and includes schedule and costs.
_ Conclusion _ Points to the future.
10.3.3 Periodic Report
This report keeps management informed at regular intervals by providing
information on some aspect of the organisationÊs operations over a specific
period.
a. Introduction _ Identifies the reportÊs purpose with a subject line and then
presents relevant facts and figures.
b. Body _ Presents objective information on achievements and problems.
c. Conclusion _ Summarises the findings and closes with a recommendation if
appropriate.
Sample of periodic report
To: Sinnathamby M., General Manager
From: Charlotte Soong, Head of Research
Date: 21 June 2010
Subject: Appointment of Ms Norlaila Yakub to the position of Laboratory
Supervisor
Ms Norlaila was appointed to the position of Laboratory Supervisor on 20 May 2010 because
she was clearly the best applicant for the position, even though several of the other applicants
were more experienced and had greater seniority.
During the interviews, we shortlisted three applicants: Ms Norlaila Yakub, Mr Edward Lee and
Mr Idrus Mohd Ngah. All three were equally well trained at a technical level and seemed
equally diligent and productive. Ms Norlaila, however, was the only applicant who had
pursued further studies. She has completed a special course on the ACOL computer analysis

53. system which we propose to buy next year and she has completed the first two years of a
management diploma. These extra studies exactly fit Ms Norlaila for the new position.
Furthermore, she impressed us during the interview with her communication skills and
understanding of her colleagues. In her annual appraisal for the last three years, she scored
higher than any other applicant in communication skills, interpersonal relationships and
leadership.
From the above, it can be seen that Ms NorlailaÊs promotion was not based on any
discrimination against her male counterparts. If she had simply been as good as the
other applicants, her promotion would have been justified in terms of the
companyÊs affirmative action policy. But in this case, Ms Norlaila was promoted on
the grounds of superior abilities.
10.4 PREPOSITIONS
Prepositions may be defined as any word or group of words that relate a noun or
pronoun to another word in the sentence.
The report about the manager
The report by the manager
The report for the manager
The report in front of the manager
The words in bold relate two nouns to each other. These relationship words are
called prepositions. However, it can sometimes be difficult to know what
preposition comes after a noun or a verb so it is good to familiarise yourself with
some of them.
Common preposition
About before despite of to
Above behind down off toward(s)
Across below during on under
Three types; formal report:
letter and memo formats

54. d. Order of information dependent upon:
i. good news document
ii. bad news document
iii. persuasive document
iv. direct approach
v. indirect approach
e. It should contain:
i. Purpose
ii. Accurate and objective information
iii. Clear and logical order of information
iv. format
10.3 Types of Short Reports
a. Justification – idea/action is presented and
rationale is given.
b. Progress – progress of a project and forecast
its timetable for the future.
c. Periodic – information given at regular intervals
or over specific periods.
In each one, the body and conclusion would be
different as each will serve different purpose.
10.5 Writing Long reports
f. They are written to provide comprehensive information and expert
opinion.
g. It will contain introduction, body, conclusions, and
recommendations.
10.5.1 Sequence to follow when writing a long report
a. Develop outline with main headings
and sub-headings.
b. Start with purpose statement and
introduction.
c. Main body
d. Draw conclusions and relate to
purpose
e. Conclusions and recommendations
f. Optional parts – preface, abstract,
synopsis
g. References

55. h. Table of contents and table of graphics
i. Transmittal letter
j. Title page
10.5.2 Presentation
- Arrangement of information on the page.
- Content must be set out clearly.
i. Headings
ii. Underlining
iii. Indentation
iv. Shading
v. Numbered lists or sections
vi. Space between paragraphs, margins
vii. Headers and footers
10.5.3 Parts of a long report
a. Front matter; title page, letter of transmittal and table of
contents
b. The body; introduction, discussion and analysis of findings,
development of ideas, conclusions, and recommendations
c. End matter; references, appendices
- It must have three sections
• Introductory – statement of purpose, terms of reference and
scope.
• Body – research and analysis of findings, solutions tendered.
Sub-headings and numbering are used to show clarity.
• Final – conclusions and recommendations
- Language used should be objective.