ENGLISH

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Business Correspondence
! A business correspondence is a written
communication between two business
entities.
! It is a means through which views, ideas and
information are formally communicated as
part of business-oriented activities.
! It is aimed at improving the business
relationship between two parties.
! Business correspondence is defined as a
way of communication through the
exchange of letters.
! These are the letters written or received
by two or more parties which may come
in the form of letters, emails, text
messages, voicemails, notes or post
cards.
! Business correspondence, being one of the
most powerful tools in business agreements
and other business deals, is actually evolving
nowadays. We are now living in a computer
era thats why it is very understandable why
there are gradual changes in the methods of
business correspondence, from the way that
is being written to the process of exchanging
letters.
! The product of the innovated technology when
it comes to the business correspondence aspect
is the electronic mail. Because of the email, the
conventional ways of business correspondence
are being phased out and the use of email is
being developed.
! However, the use of paper is still not out of the
scene. There are countries that still utilize this
kind of method.
Different kinds of business correspondence
1. Business letters
2. Memos
3. Faxes
4. Emails

Business letters
! Business letters are the most established
type of business correspondence.
! No one can ever imagine how long it has
been in the business community.
! In fact whenever business correspondence is
being talked about, business letter is the very
first thing that would enter to our minds.
! The very respectful and most technical
phrases that we can still see nowadays
are first brought by the business letter
techniques.
! It is also profoundly studied at schools
especially when it is time to discuss
technical writing.
Business memos
! Business memos are not as deeply
discussed in school compared to
business letters.
! They are being considered as secondary
or just a by-product of business letters.
! Business memos are less formal and
have a more conversational tone.
Business faxes
! Business faxes have been around much longer than
business memos but because fax machines are not
that available to most of the people before, it was not
recognized until 1980s.
! There are no established rules in writing faxes
because it is being written the way that everyone
considered appropriate.
! However, because there is now such a thing as faxing
via computer, fax machines are now facing a slow
death.
Electronic mail
! Email is a fruit of technology and can be considered as a
blessing because you can actually send all the workplace
communication and the like in just a blink of an eye!
! It is now the most widely spread type of business
correspondence in the modernized business community.
! Because of emails, we can now say goodbye to a lot of
inconvenience that other types of business
correspondence give us.
! Email has now definitely changed the flow of
communication in the business world.
! We can also see that email is actually tremendously
influencing the other types of business correspondence.
Business Letter
! A business letter is more formal than
a personal letter.
! It should have a margin of at least one
inch on all four edges.
! It is always written on 8!"x11" (or
metric equivalent) unlined stationery.
Parts of a Business Letter
1. The Heading. This contains the return address
(usually two or three lines) with the date on the last line.
! Sometimes it may be necessary to include a line after the
address and before the date for a phone number, fax
number, E-mail address, or something similar.
! Often a line is skipped between the address and date.
That should always be done if the heading is next to the
left margin
! It is not necessary to type the return address if you are
using stationery with the return address already
imprinted. Always include the date.

2. Date
! The date line is used to indicate the date the
letter was written.
! Write out the month, day and year two
inches from the top of the page.
! Depending which format you are using for
your letter, either left justify the date or tab
to the center point and type the date.

3. The Inside Address. This is the address you are
sending your letter to. Make it as complete as possible.
Include titles and names if you know them.
! This is always on the left margin. If an 8!" x 11" paper is
folded in thirds to fit in a standard 9" business envelope,
the inside address can appear through the window in the
envelope.
! An inside address also helps the recipient route the letter
properly and can help should the envelope be damaged
and the address become unreadable.
! Skip a line after the heading before the inside address.
! Skip another line after the inside address before the
greeting.
4. The Greeting. Also called the salutation. The
greeting in a business letter is always formal. It
normally begins with the word "Dear" and always
includes the person's last name.
! It normally has a title. Use a first name only if the
title is unclear--for example, you are writing to
someone named "Leslie," but do not know whether
the person is male or female.
! The greeting in a business letter always ends in a
colon.
5. The Subject Line (optional)
! Its inclusion can help the recipient in dealing
successfully with the aims of your letter.
! Normally the subject sentence is preceded with the
word Subject: or Re:
! Subject line may be emphasized by underlining,
using bold font, or all capital letters.
! It is usually placed one line below the greeting but
alternatively can be located directly after the "inside
address," before the "greeting."

6. The Subject Line (optional)
Its inclusion can help the recipient in dealing
successfully with the aims of your letter.
Normally the subject sentence is preceded with the
word Subject: or Re: Subject line may be
emphasized by underlining, using bold font, or all
captial letters. It is usually placed one line below
the greeting but alternatively can be located
directly after the "inside address," before the
"greeting."
7. The Body. The body is written as text. A
business letter is never hand written.
Depending on the letter style you choose,
paragraphs may be indented. Regardless of
format, skip a line between paragraphs.
! Skip a line between the greeting and the
body. Skip a line between the body and the
close.
8. The Complimentary Close. This short,
polite closing ends with a comma. It is either
at the left margin or its left edge is in the
center, depending on the Business Letter
Style that you use. It begins at the same
column the heading does.
! The block style is becoming more widely
used because there is no indenting to bother
with in the whole letter.
9. The Signature Line. Skip two lines (unless you have
unusually wide or narrow lines) and type out the name to
be signed. This customarily includes a middle initial, but
does not have to. Women may indicate how they wish to
be addressed by placing Miss, Mrs., Ms. or similar title
in parentheses before their name.
! The signature line may include a second line for a title, if
appropriate.
! The signature should start directly above the first letter
of the signature line in the space between the close and
the signature line. Use blue or black ink.
! Business letters should not contain postscripts.
10. Enclosures
! If you have enclosed any documents along with the
letter, such as a resume, you indicate this simply by
typing Enclosures one line below the closing. As an
option, you may list the name of each document
you are including in the envelope. For instance, if
you have included many documents and need to
ensure that the recipient is aware of each
document, it may be a good idea to list the names.

11. Typist initials
! Typist initials are used to indicate
the person who typed the letter. If
you typed the letter yourself, omit
the typist initials.
Styles of Business Letters
1. Block
2. Modified block
3. Semi-block.
! The three differ most in where the lines begin. In the
block style, all lines begin at the left margin. If you
choose a modified-block style, begin all of the letter's
sections except the return address and closing lines --
including your signature -- at the left margin; begin the
exceptions at the center of your page. The semi-block
style is identical to the modified block except you
should indent the first line of each paragraph of the
letter's body.

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Business Memos
! A memo, short for the word memorandum,
comes from the Latin word memorandus,
which means, "to be remembered."
! It is a compact written message designed to
help someone remember something.
! For example, a list of groceries to be picked
up on your way home from work is a memo,
a simple list of things to be remembered
later.
Kinds of Memo
1. Informational Memos
! An informational memo is an in-house
communication addressed to one or more
individuals.
! The objective is to convey one or more pieces of
information that relate specifically to the topic in the
subject line.
! Besides the actual information, the scope of a memo
must provide a reason for why the information
contained in it is relevant to the reader.

2. Instructional Memos
! An instructional memo is an in-house communication
addressed to one or more individuals.
! The objective is to convey one or more directives that
relate specifically to the topic found in the subject line.
! It will both call for and expect an action to be taken.
! The scope of a memo must include enough information
for the reader to understand exactly what the
instructions are, who issued them, and when, where and
why they are to be acted upon.
Formatting Business Memos
! The format of a business memo differs in two
significant ways from that of a business letter:
1. it does not include an inside address and,
2. it does not include a salutation or a
complimentary close.
! Those elements, all of which are required in a
business letter, are not required in a business
memo.
! The heading may be formatted either vertically or
horizontally and the body in either a full or modified
block style.
! Full Block Style: Left justified, single-spaced
paragraphs separated by a double space.
! Modified Block Style: Indented, single-spaced
paragraphs not separated by a double space.
! Secondary Pages: All but the first page should
include a header containing the recipient's name, the
page number, and the date.
! The three elements of a business memo
are the
1. title
2. heading
3. body
! When additional notations are required
they should be justified to the left hand
margin two spaces below the body.
Memo Title
! The title of a business memo is the word MEMO or
MEMORANDUM, in an appropriate font style
centered at the top of the first page. Printed in bold
uppercase letters, it informs the reader that the
document is an internal communication.
! There are no hard and fast rules governing the size of
the letters but the font you select should be sized one
or two points larger than that of the text found in the
actual message. Standard message text is 12, so
select 14 or 16 on your toolbar. Try each one on for
size and pick one that pleases you.

Memo Heading
! The heading of a business memo consists of
four distinct information fields and should
begin two spaces below the title.
! Each field is identified by a single word,
followed by a colon, printed in bold
uppercase letters. Though not mandatory, it
is generally accepted that their order of
appearance is as follows:
! TO:
! The recipient's name goes here. It is generally
accepted practice that titles such as Mr., Mrs., and
Dr. are not used in this field. Formal situations do,
however, call for using full names. A title or position,
such as Purchasing Agent, should follow if
appropriate.
! When informal situations call for using a first name
or a nickname, by all means, go ahead. This is a
judgment call that you should make based upon the
relationship you have with the reader.
! When two or three people are to receive the same
memo all of their names may be placed on the
same line. They should appear either alphabetically
or in descending order, according to where they
rank in a company's organizational chart.
! When the number of people meant to receive the
same memo is too large, place only the first or
most important name on the line. The rest can
then be named in a cc notation.
! FROM:
! Your name goes here. As with the recipient's name, titles
such as Mr., Mrs., and Dr. are not customarily used in
this field. In formal situations, however, you should use
your full name, followed by a job related title, such as
Public Relations Manager, if it helps identify you to
those with whom you are not acquainted.
! Again, as with the recipient's name, your decision on the
level of formality is a judgment call that should be based
upon the relationship you have with the reader. If a first
name or a nickname is appropriate, by all means, go
ahead.

! DATE:
! To avoid any misunderstanding, the date
should always be spelled out. It's a cultural
thing.
! In the United States the numerical
representation 7/4/04 means July 4, 2004; in
other countries it means 7 April 2004.
! In a globally interconnected business world,
accuracy on this point is essential.
! SUBJECT:
! This field is important and needs to be precise and
brief. It should indicate exactly what the memo is
about. The reader should understand, at a glance,
to what the information or instructions contained
in the body pertains to.
! Capitalize all key words. Articles, conjunctions, and
prepositions should be capitalized only when they
occur at the beginning or end of your subject line.
! Memo Body
! The body of a business memo, depending on
its subject, can be as short as one or two
sentences or as long as several pages.
! The longer the memo, the more important it
is to select an organizational method that
will make the logical sense to your reader.


! Keep in mind that a memo ceases to be a memo if
it goes on too long. If it requires more than two
pages, review the content. You will want to see if
you have gotten off-topic and strayed into other
subject areas.
! If you have two subjects, send two memos. If not,
and the memo is still long, you may want to turn it
into a report, or a summary of a report, and sent it
out attached to a memo that briefly describes what
it is about.
! A complex memo will include the following four
elements:
! Opening
! Who, What, Where, When, Why? The opening sentence
of a business memo should state the objective, or reason
for writing.
! The objective is the answer to some or all of the "W"
questions a person might reasonably ask after having
read the SUBJECT line of a memo.
! Should one sentence not be enough to convey the
objective, one or two more sentences can supply the
background information necessary for the reader to
comprehend the memo's purpose.
! Summary
! Following the opening, furnish the details; provide,
describe, and analyze whatever information or
instructions are relevant to the subject at hand.
! The key is to present the details in an uncomplicated
manner. The reader should be able to quickly single
out specifically what is most important for him or
her to know.
! This can often be done in a bulleted list, however, it
is important to avoid going overboard.

! Discussion
! When necessary, follow your summary with a section
rounding out the details of your business memo. Include
contextual material that specifically supports the
information or instructions you are providing.
! Remember that a memo is also a reference tool and may
be called upon at any time to provide a written snapshot
of a previous event, action, or decision. Avoid being
sketchy with the details.
! Include names of people, times of meetings, actions
previously taken, decisions made, etc., whenever they
bear directly on the subject of your message.
! Closing
! Closing remarks are an opportunity to restate
your observations and analysis, make
recommendations, and propose solutions.
You've put it in writing; now call for an action.
! If you expect cooperation, be considerate. As in
any form of communication, a respectful tone
goes a long way toward achieving the results
you desire.
! Additional Notations
! A number of situations call for a business memo to
be marked with additional notations. They should be
placed two spaces below the body of the memo.

When a memo references one or more documents
that are enclosed by the writer, the enclosure is
noted in one of the following ways:
! Enclosure: Wholesale Pricing Packet
! Enclosures (5)
! Enc. (or Encs.)
! When a memo has been dictated to an
assistant it should be initialed. Both writer
and assistant are acknowledged with their
personal initials. The writer's initials appear
in uppercase letters and the assistant's will
appear in lowercase letters in one of the
following ways:
! EIB: pjc
! IMK/pjc
! When copies of a memo are sent to
named business associates or other
interested parties, those recipients are
acknowledged with their full name as in
the following example.
! cc: Annie Getz
! cc: Glenn Widget, Ida Mae Knott
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FRAGMENTS
Fragments are groups of words that
lack a subject or a verb and do not
express complete thoughts.
A fragment is a dependent clause,
which relies on a complete sentence
(independent clause) to make sense
and be correct.
These are the two most common types of sentence
fragments:
SUBJECT FRAGMENT: The dependent
clause needs a subject to make the
thought complete.
Example: We went to the movies. And had
dinner.
Corrections:
We went to the movies. We had dinner.
We went to the movies and had dinner.
We went to the movies, and we had dinner.
COMPLETE THOUGHT FRAGMENT: The clause
needs more information to become a complete
sentence.
Example: When she went home.
Corrections:
When she went home, I read a book. (begins with
dependent clause)
I read a book when she went home.
She went home.
HOW TO CHECK FOR SENTENCE FRAGMENTS
1. Read your paper aloud from the last sentence to
the first. By doing this, you will be better able to
see and hear whether or not each word group is a
complete thought.
2. Check each sentence for a subject and a verb.
3. Look for subordinating conjunctions that begin
dependent clauses: after, although, as, because,
before, even though, if, since, when, whether,
while, so, unless.
Sentence Fragments Exercise:
Write F if the sentences contain fragment/s or C if the sentences are correct
1. Then I attended Morris Junior High. A junior high
that was a bad experience.
2. The scene was filled with beauty. Such as the sun
sending its brilliant rays to the earth and the leaves
of various shades of red, yellow, and brown moving
slowly in the wind.
3. He talked for fifty minutes without taking his eyes
off his notes. Like other teachers in that
department, he did not encourage students'
questions.
4. Within each group, a wide range of features to
choose from. It was difficult to distinguish between
them.
5. A few of the less serious fellows would go into a
bar for a steak dinner and a few glasses of beer.
After this meal, they were ready for anything.
6. It can be really embarrassing to be so emotional.
Especially when you are on your first date, you feel
that you should be in control.
7. The magazine has a reputation for a sophisticated,
prestigious, and elite group of readers. Although that
is a value judgment and in circumstances not a true
premise.
8. In the seventh grade every young boy goes out for
football. To prove to himself and his parents that he
is a man.
9. She opened the door and let us into her home. Not
realizing at the time that we would never enter that
door in her home again.
10. As Christmas grows near, I find myself looking
back into my childhood days at fun-filled times of
snowball fights. To think about this makes me
happy.
11. Making up his mind quickly. Jim ordered two
dozen red roses for his wife. Hoping she would
accept his apology.
12. They were all having a good time. Until one of
Joe's oldest and best friends had a little too much
to drink.
13. Although it only attained a speed of about twelve
miles an hour. My old rowboat with its three-
horsepower motor seemed like a high-speed job to
me.
14. With my brother standing by my side, I reached
for the pot handle. Tilting the pot way too much
caused the boiling water to spill.
15. The small, one-story houses are all the same size
and style. With no difference except the color.
Answers: Incorrect parts are in italics with justifications in bold.
F 1. Then I attended Morris Junior High. A junior high
that was a bad experience. (dependent clause)
F 2. The scene was filled with beauty. Such as the sun
sending its brilliant rays to the earth and the leaves
of various shades of red, yellow, and brown moving
slowly in the wind. (dependent clause)
C 3. He talked for fifty minutes without taking his eyes
off his notes. Like other teachers in that department,
he did not encourage students' questions.
F 4. Within each group, a wide range of features to
choose from. It was difficult to distinguish between
them. (no main verb)
C 5. A few of the less serious fellows would go into a
bar for a steak dinner and a few glasses of beer. After
this meal, they were ready for anything.
C 6. It can be really embarrassing to be so emotional.
Especially when you are on your first date, you feel
like you should be in control.
F 7. The magazine has a reputation for a sophisticated,
prestigious, and elite group of readers. Although that
is a value judgment and in circumstances not a true
premise. (dependent clause)
F 8. In the seventh grade every young boy goes out for
football. To prove to himself and his parents that he
is a man. (dependent clause)
F 9. She opened the door and let us into her home. Not
realizing at the time that we would never enter that
door in her home again. (dependent clause)

C 10. As Christmas grows near, I find myself looking
back into my childhood days at fun-filled times of
snowball fights. To think about this makes me
happy.
F 11. Making up his mind quickly. Jim ordered two
dozen red roses for his wife. Hoping she would
accept his apology. (dependent clause)
F 12. They were all having a good time. Until one of
Joe's oldest and best friends had a little too much to
drink. (dependent clause)
F 13. Although it only attained a speed of about
twelve miles an hour. My old rowboat with its three-
horsepower motor seemed like a high-speed job to
me. (dependent clause)
C 14. With my brother standing by my side, I reached
for the pot handle. Tilting the pot way too much
caused the boiling water to spill.
F 15. The small, one-story houses are all the same size
and style. With no difference except the color.
(dependent clause)
()%($#&%&##
Conciseness
! A characteristic of a composition in
which a great deal is conveyed in just a
few words.
! Concise writing is generally free of
repetition and needless details.
Contrast with circumlocution and
verbosity.
! The goal of concise writing is to use the
most effective words.
! Concise writing does not always have
the fewest words, but it always uses the
strongest ones.
! Writers often fill sentences with weak
or unnecessary words that can be
deleted or replaced.
How to achieve conciseness
1. Replace several vague words with more
powerful and specific words.
Example:
! Wordy: Working as a pupil under someone who
develops photos was an experience that really helped
me learn a lot.
! (20 words)
! Concise: Working as a photo technician's
apprentice was an educational experience.
! (10 words)
2. Interrogate every word in a sentence
! Check every word to make sure that it is providing
something important and unique to a sentence. If
words are dead weight, they can be deleted or
replaced.
Example:
! Wordy: The teacher demonstrated some of the
various ways and methods for cutting words from my
essay that I had written for class. (22 words)
! Concise: The teacher demonstrated methods for
cutting words from my essay. (10 words)

3. Combine Sentences.
! Some information does not require a full sentence,
and can easily be inserted into another sentence
without losing any of its value.
Example:
! Wordy: Ludwig's castles are an astounding
marriage of beauty and madness. By his death, he
had commissioned three castles. (18 words)
! Concise: Ludwig's three castles are an astounding
marriage of beauty and madness. (11 words)
WORDINESS
! climbed up the
ladder
! first began
! free gifts
! distance of 6 miles
! past history
! at the hour of 4
p.m.
! climbed the ladder
! began
! gifts
! 6 miles
! history
! 4 p.m.

A. Cross out the unnecessary word
1. very unique
2. young child
3. winter months
4. new innovation
5. personally agree
with
6. four different
people
7. totally destroyed
8. future plans
9. dropped down
10. further added
B. Replace the following with a single word.
1. A large number of
2. Despite the fact
that
3. Has the
opportunity to
4. At this point in
time
5. Due to the fact
1. M _ _ _
2. A _ _ _ _ _ _ h
3. C _ _ or C _ _ _ d
4. N _ _
5. B _ _ _ _ _ e
C. Circle the unnecessary words in the following sentences.
1. The creditor must first establish that the debtor is
undoubtedly bankrupt. ( 2 words)
2. Our main role is to raise money by way of
donations in order to fund the works of these
charities. (10 words)
3. Professor Smith was picked by each and every
person on the committee. (2 words)
4. As a matter of fact, Pleasantville has a strong
position in the forestry industry. (5 words)
5. The student needs to obtain high marks in
science in order to study medicine. (4 words)
6. The manager will, insofar as is possible, make
sure that the information is true and accurate.
(5 words)
7. We will send out brochures to the general
public. (2 words)
8. You must be willing to challenge yourself in
order to get the most out of your education at
university. ( 5 words)
A. Answers
1. unique
2. child
3. winter
4. innovation
5. agree with

6. four people
7. destroyed
8. plans
9. dropped
10. added
B. Answers
1. Many
2. Although
3. Can, could
4. Now
5. Because
C. Answers
1. The creditor must first establish that the debtor
is undoubtedly bankrupt. ( 2 words)
2. Our main role is to raise money by way of
donations in order to fund the works of
these charities. (10 words)
3. Professor Smith was picked by each and every
person on the committee. (2 words)
4. As a matter of fact, Pleasantville has a strong
position in the forestry industry. (5 words)
5. The student needs to obtain high marks in
science in order to study medicine. (4 words)
6. The manager will, insofar as is possible, make
sure that the information is true and accurate.
(5 words)
7. We will send out brochures to the general
public. (2 words)
8. You must be willing to challenge yourself in
order to get the most out of your education at
university. ( 5 words)
1. The creditor must show that the debtor is bankrupt.
2. Our main role is to raise money to fund these charities.
3. Professor Smith was chosen by each person on the
committee.
4. Pleasantville has a strong position in the forestry industry.
5. The student needs high marks in science to study medicine.
6. The manager will make sure the information is accurate.
7. We will send brochures to the public.
8. You must be willing to challenge yourself to get the most out
of university.
&$35/ (6 )1 ()--"%$(2/$)%
Eight Cs of Communication
1. Completeness
! Complete message brings about desired result.
! Your business message is complete when it
contains all the facts the readers need.
! The complete information that the readers need
not only brings satisfaction but also builds
goodwill.
! Promoting goodwill, after all, is the ultimate
purpose of any business communication.

2. Conciseness
! A concise letter includes only the
information that is necessary, without, of
course, sacrificing clarity and
completeness.
! To achieve conciseness, eliminate wordy
expressions and unnecessary repetitions.

3. Consideration
! This is adopting the you attitude in business
messages.
! You have to convey an appreciation of your readers
position by writing information from the standpoint of
how it will affect the interest of your reader.
! By emphasizing your readers point of view and the
benefits of the information to your reader, you create a
friendly, helpful tone to your message.
! Thus, focus on you instead of I and we in your
correspondence.
4. Concreteness
! Your message is concrete when it is
specific, definite, and vivid rather than
vague, abstract, and general.
! Concreteness in communication can be
achieved by using specific facts and figures,
by putting action in your verbs, and by
choosing clear and image building words.
5. Clarity
! Clear transmission of message is the key to
understanding the message you have conveyed.
! T o make your message clear, you have to do the
following.
a. Present only one idea in each sentence.
b. Arrange the sentences in such a manner that it
is easy for your readers to follow the flow of your
ideas.
c. Do not jump from sentence to
sentence or from topic to topic.
d. Include examples, illustrations, and
other visual aids, when desirable.
6. Courtesy
! At public parks, we often see the sign Please keep
off the grass. The word please makes the message
more effective than the blunt warning, Keep off.
! Telephone companies train their operators to say
Number please and later Thank you.
! Expressions like Thank you and Please are
always appreciated when they are used sincerely,
not mechanically, in oral and written
communications.
! Courtesy, in letter writing, consists in using those
words and phrases that indicate a willingness to
serve.
! It likewise means the avoidance of all statements
that may offend the reader.
! It is also a mental attitude, which implies deference,
respect, consideration and helpfulness.
! To achieve courtesy, be sincerely tactful, thoughtful,
and appreciative.
! Avoid expressions that irritate, hurt or belittle.
7. Correctness
! Your messages are correct when they are
free of all errors in grammar and sentence
and paragraph structures.
! They are also correct if you use appropriate
language and accurate facts and figures.
8. Character
! A business letter that has character reveals
the individuality and the distinctiveness of
the writers personality.
! Your letter must, therefore, be free from
worn-out and mechanical expressions.
9. Cheerfulness
! The purpose of business communication is to build up
not to break up.
! Cheerfulness in a business message is writing positively
rather than negatively, that is, you have to show in your
sentences a genuine willingness to serve your readers.
! Make them feel also that you are able and eager to help
them.
! Regardless of the purpose of your letter, you can make
them receptive to your plan by writing in a cheerful
vein.
! Cheerfulness suggests friendliness, confidence,
helpfulness, and optimism.
! Cheerfulness begets cheerfulness and a cheerful
customer is more likely to act at once than a
disgruntled one.
! To achieve cheerfulness, you should always use
positive and tactful language.
! Readers are turned off by negative words such as
no, wont, cannot, never, and impossible.
! These words invite unpleasant emotional reactions.

7)! 2++.$(2/$)% .&//&*
Job Application Letter
! A job application letter , also known as a
cover letter, should be sent or uploaded
with your resume when applying for jobs.
! The application letter that you send explain
to the employer why you are qualified for the
position and why you should be selected for
the position and why you should be selected
for an interview.
Letter of Application Guidelines
! Length: A letter of application should be no more
than one page long.
! Format: A letter of application should be single-
spaced with a space between each paragraph. Use
about 1" margins and align your text to the left,
which is the standard alignment for most
documents.
! Font: Use a traditional font such as Times New
Roman, Arial, or Calibri. The font size should be
between 10 and 12 points.

! Salutation: Begin your letter with "Dear Mr/Mrs
Last Name." If you do not know the employer's last
name, simply write, "Dear Sir Madam.
! Introduction: Begin by stating what job you are
applying for. Explain where you heard about the job,
particularly if you heard about it from a contact
associated with the company.
! Briefly mention how your skills and experience
match the company and/or position; this will give
the employer a preview of the rest of your letter.
! Body: In a paragraph or two, explain why you are
interested in the job and why you make an
excellent candidate for the position. Mention
specific qualifications listed in the job posting, and
explain how you meet those qualifications. Do not
simply restate your resume, but provide specific
examples that demonstrate your abilities. You can
either write about these specific examples in
complete sentences or in a bulleted format.
! Closing: Restate how your skills make you a strong
fit for the company and/or position. State that you
would like to interview and/or discuss employment
opportunities. Explain what you will do to follow up,
and when you will do it. Thank the employer for his/
her consideration.
! Signature: End with your signature, handwritten,
followed by your typed name. If this is an email,
simply include your typed name, followed by your
contact information.
Proof and Edit Your Letter
! Remember to proof and edit your letter before
sending it. It may sound silly, but also be sure to
include the correct employer and company names -
when you write many letters of application at once, it
is easy to make a mistake.
! If you are applying to a job in advertising or another
field that emphasizes creativity, you might be able to
be more flexible with these guidelines. However,
think closely about the position and the company
before deviating drastically from this format.
Resume
! A resume is a document which includes
education, experience, skills, and
accomplishments that is used to apply for
jobs.
! There are several basic types of resumes
used to apply for job openings. Depending
on your personal circumstances, choose a
chronological, a functional, combination, or
a targeted resume.
! Chronological Resume:
! A chronological resume starts by listing your work
history, with the most recent position listed first.
Your jobs are listed in reverse chronological order
with your current, or most recent job, first.
! Employers typically prefer this type of resume
because it's easy to see what jobs you have held and
when you have worked at them.
! This type of resume works well for job seekers with a
strong, solid work history.

! Functional Resume:
! A functional resume focuses on your
skills and experience, rather than on
your chronological work history. It is
used most often by people who are
changing careers or who have gaps in
their employment history.

! Combination Resume:
! A combination resume lists your skills and
experience first. Your employment history is
listed next. With this type of resume you can
highlight the skills you have that are relevant
to the job you are applying for, and also
provide the chronological work history that
employers prefer.

! Targeted Resume:
! A targeted resume is a resume that is customized
so that it specifically highlights the experience and
skills you have that are relevant to the job you are
applying for. It definitely takes more work to write
a targeted resume than to just click to apply with
your existing resume. However, it's well worth the
effort, especially when applying for jobs that are a
perfect match for your qualifications and
experience.

What to Include in a Resume
! It's important to include all your
contact information on your resume so
employers can easily get in touch with
you. Include your full name, street
address, city, state, and zip, home
phone number, cell phone number, and
email address.
Top 8 Resume Mistakes
1. Misspellings and grammatical errors
are killers. Spell check then proofread by
placing a finger on each word and then have
your document reviewed by a career coach
or a friend or family member. It's hard to
catch your own mistakes, so having someone
else read your resume for you will help.
Reading it out loud is another option for
catching mistakes.
2. Not including keywords that match
the job posting. Your resume should
include the same keywords that appear in
the job listing. If your resume doesn't have
the right keywords, it most likely won't get
noticed because you won't appear to be a fit
for the job.
3. An outdated resume will make
you look obsolete. Your resume
should be updated for every job you
apply for. Be sure to update your skills
section as well as your work history.
Check to be sure that the computer, and
the other, skills you list are current.
4. Including too much information. Don't
tell your readers everything about each job.
Focus on the highlights; keep your document to
1 - 2 pages in cases outside of academic and
research settings. Use formatting techniques
like bullets and short paragraphs to enhance
readability. Limit your resume to the last 10 - 15
years of work experience. You don't need to
include everything you ever did.
5. Writing a resume objective which
doesn't match the job. Avoid using an
objective statement which doesn't
correspond well with the focus of the target
job. Many job seekers now leave an objective
off their resume or use a profile instead. If
you include either, make sure it underscores
your interest in the type of work for which
you are applying.
6. Including a career summary
that doesn't match the job
requirements. Don't use a
mismatched summary of qualifications
at the top of your resume. Your key
assets in the summary should match
many of the key job requirements or
else leave it off.
7. Writing position descriptions that
don't show what you accomplished.
Avoid job descriptions which simply list your
duties or responsibilities. Instead write
active statements which showcase relevant
skills and accomplishments. Make sure the
employer can easily see how you added value
in your role.
8. Leading your paragraphs with
mundane or irrelevant duties.
Start with the hardest hitting statement
which shows that you have key skills
related to the job at hand. Otherwise
your reader might just skim by that
description.
References
! If a job posting doesn't request
references, don't list any references on
your resume or send any references
with your job application.
! When the job posting does request
references, follow on the instructions in
the job posting when you submit your
references.
! Keep Your References Informed
! When you give out someone's name as
reference, first of all, be sure that you have
permission to use them as reference. Secondly,
let them know they may expect to be contacted.
Provide some information on the job you have
applied for, so your reference can relate your
experience to the job and give you the best
possible reference for the job.

What Not to Include in Your Resume
The Word "Resume"
! Do not label your resume "resume." One
look at your resume, and the employer
should know exactly what type of document
it is. In addition, don't name your resume
"resume" when you save the file. Use your
name so the hiring manager will know
whose resume it is at a glance.

The Date You Wrote the Resume
! Some people make the mistake of dating
their resumes. The employer does not need
to know when you wrote your resume; the
dates you include regarding past education
and employment are the only dates you need
to include.

Any Personal Data Beyond Your Contact
Information
! Do not include any personal information beyond your
address, email, and phone number. Leave out your age,
race, sex, sexual orientation, religion, political affiliation,
and the names and ages of your spouse and/or children.
While some of this information may be required in a CV,
it should be left out of a resume.
! You should also leave out important numbers that could
allow someone to steal your identity, such as your social
security number, drivers license number, and any credit
card information.
Photographs
! While many companies outside of the United
States require a photograph with each resume,
those within the US do not. In fact, most
companies prefer you not to include a photograph
so they can safely adhere to the Equal Opportunity
Employer Legislation (which prohibits companies
from making hiring decisions for discriminatory
reasons).

Low GPAs
! College students and recent graduates often
include their GPA in their resume. However,
if you are worried about a low GPA, simply
leave it off your resume. You can still include
your school, graduation date, and any
awards received.
Unrelated Work Experience
! You don't need to list every job you have held on your
resume. Generally, you only want to include positions
you have held in the past 10 - 15 years, unless an earlier
job strongly demonstrates your qualifications. Leave out
any positions that are unrelated to the job for which you
are applying unless it will leave gaps on your resume.
! However, if you have limited job experience, you can
include slightly unrelated positions as long as you
demonstrate how they prepared you for a job in your new
field. For example, if you are applying for a job in sales,
you can include your earlier job as a cashier if you
explain that the job helped you develop your customer
service skills.

Unrelated Hobbies
! Most companies do not want to see your
hobbies on your resume. However, if you
have a hobby that relates to the company,
you may include it. For example, if you are
applying to work at a sporting goods store,
you could list your interest in particular
outdoor activities.
Names and Contact Information
for Former Employers
! Because you will have a separate list of
references, you do not need to include
any contact information for your
former employers on your resume.
Salary History
! Salary is an issue you can discuss with
the employer during an interview or
once you have been offered the job; you
do not want to establish a salary range
before you have even been offered an
interview.

Criminal Record
! If you get hired, the company will likely conduct a
search of your criminal record. However, there is no
need to include this information on your resume.
"References Available Upon Request"
! Generally it is assumed that a job applicant will have
references. Instead of including the references on
your resume or saying "references available upon
request," you can send the hiring manager a separate
sheet of references or wait until you are asked to
provide references.

Negative Words/Ideas
! Avoid saying what you did not do or have not yet
accomplished; focus on what you have done or are in
the process of achieving. For example, if you are still
in college, do not say "not yet graduated," but instead
list the year in which you will graduate. If you didn't
graduate, simply list the dates you attended.
! Instead of saying that you have "limited experience"
in administrative work, simply provide examples of
your previous experience.
8$%,# )1 !"#$%&## .&//&*#
89:;6 <= !>69:?66 .?@?A6
!" #$%&'() - a leiiei iequesiing infoimaiion
fiom a company
*" +,-.) - a leiiei iesponding io an inquiiy
/" 0(1,( - a leiiei oideiing foi company
goods oi seivices
2" 34.,5 - a leiiei oeiing a pioduci oi
seivice
6" 7.4'8 - a leiiei explaining ile
ciicumsiances of a claim
9" :1;&5<8,$< - a leiiei iesponding io a
claim leiiei ilai explains low ile claim
occuiied
=" 7(,1'< - a leiiei indicaiing ile selleis
faiil oi belief in ile buyeis abiliiy io pay
foi goods wiilin a specifed iime

>" 7?..,@<'?$ - a leiiei ieminding paymeni
foi ile money boiiowed, meiclandise, oi
goods claiged ilai musi be paid.
A" B?C 4--.'@4<'?$ - a leiiei oeiing youi
seivices io a company by pieseniing youi
qualifcaiions and claiaciei and
peisonaliiy iiaiis
$:B>9AC D:; *?6E<:6?
! Tle puipose of a leiiei of inquiiy is io
iequesi infoimaiion fiom a company.
! Tlis is lilewise lnown as iequesi
leiiei.
! Ii slould be siiaiglifoiwaid, compaci,
and couiieous.
#F?E6 =<A D: $:B>9AC .?@?A 0+DAGH>A6FI JKLM4
i. Siaie ile ieason foi ile inquiiy.
:. Oei an addiiional siaiemeni io explain youi
inieniion on ile maieiial oi infoimaiion ilai will be
given io you.
. Explain, if ii seems necessaiy, wly you lave
addiessed youi inquiiy io ile ieadei, wiiloui using
aiieiy. (Opiional)
(. Close feliciiously. Avoid sieieoiyped pliases sucl as
!"#$ &'"#(), &'"#(*#+ $,- *# "./"#012 and &'"#(
$,-.
*?6E<:6?6 F< $:B>9AC
! A iesponse io an inquiiy slould be landled
piompily, cleeifully, and ecienily
iegaidless of wleilei ile infoimaiion
asled foi is io be given oi noi.
! Iis main puipose is io supply ile
infoimaiion asled foi in ile inquiiy, wlen
available, oi io oei an alieinaiive
infoimaiion wlen one iequesied is noi
available oi liglly confdeniial in naiuie.
#F?E6 F< *?6E<:6?6 F< $:B>9AC
i. Tlanl ile wiiiei foi lis leiiei, slowing appieciaiion
foi lis inieiesi in youi business - iis pioduci oi
seivices.
:. Give ile infoimaiion iequesied in a cleeiful
mannei; if possible, add ielevani maieiial.
. Indicaie a willingness io be of fuiilei assisiance.
(. Enclose foldeis, boolleis, caialogs, if ilese aie
available.
. Include a noie of goodwill.
)A;?A .?@?A
! Tle use of oidei foims las been ile iiend
in mosi companies. Oidei foims, in some
insiances, lowevei, aie accompanied by
leiiei of oidei ilai coniain esseniial daia
iegaiding ile goods oideied.
! Tlese daia aie as follows:
i. A compleie desciipiion of ile
meiclandise oideied.

a. quaniiiy
b. iiade name
c. size
d. siyle oi siyle numbei
e. coloi
f. caialogue
g. quaniiiy
l. piice

:. Necessaiy infoimaiion iegaiding ile slipmeni of
ile meiclandise, sucl as:
a. Compleie name and addiess of buyei oi
consignee, if ileie is any
b. Piefeiied daie of slipmeni
c. mannei of slipmeni
d. meilod of paymeni
e. ciedii piefeiences, if necessaiy
(ND9O D:; 2;P>6FO?:F .?@?A
! Wiong meiclandise, slow seivice, invoice oi
siaiemenis ilai coniain an eiiois - ilese aie a few
complainis (among ile many) of ile cusiomeis in
ileii day-io-day encouniei wiil business sia.
! No maiiei low ecieni a business fim iiies io
be, misiales can and will lappen.
! Cusiomeis wlo feel iley lave a claim againsi a
company can wiiie leiiei of claim.
%DF>A? <= (ND9O
!" E,(@F4$1'5, - claims may vaiy fiom oideis
incoiiecily seived oi unsaiisfacioiy qualiiy of
meiclandise io goods damaged oi delayed
slipmeni;
*" :8?&$<5 ?G 8?$,) - you may fle complainis due
io eiiois in siaiemenis and invoices oi
misundeisianding iegaidless of piices oi ieims of
paymeni;
/" 3,(H'@, - you wiiie a leiiei of complaini biougli
aboui by delays in flling oideis oi iequesis foi
seivice, impiopei iieaimeni by employees, oi failuie
io follow up a pieviously made claim.
Q !D69R *>N?6 9: SA9T:U (ND9O .?@?A6
i. Explain caiefully and iacifully wlai is wiong
:. Include any deiails necessaiy io ideniify youi claim sucl
as daies, caialog numbeis, siyle, oidei foim and ile lile.
. Indicaie ile loss oi inconvenience you lave sueied bui
do noi exaggeiaie.
(. Explain, in geneial, wlai you believe ile company
slould do aboui youi claim, bui do noi be unieasonable
in youi iequesi.
. Avoid negaiive accusaiions oi ilieais, sucl as I
demand, I musi insisis, You will lave io, Unless
you, and Wly cani you?
2;P>6FO?:F .?@?A +A9:R9EN?6
i. You musi ieply piompily
:. Slow ile cusiomei ilai you
undeisiand lis claim
. Tell ile cusiomei wlai you aie going
io do aboui ile pioblem
(. End wiil a posiiive noie
/CE?6 <= 2;P>6FO?:F .?@?A
!" IF,$ <F, 5,..,( '5 4< G4&.<
If ile fim is io blame, ilen a fianl admission wiil
an expiession of iegiei slould be ile beginning
siaiemeni.
*" IF,$ <F, @&5<?8,( '5 <? C.48,
No siiici policy exisis foi adjusiing claims by
cusiomeis wlo aie iesponsible foi ileii own
complaini. One of iwo decisions is cusiomaiy: eiilei
ile fim will iefuse ile claim, oi ii will adjusi ii
4" 7.4'8 (,G&5,1
! Expiess youi giaiiiude foi ile cusiomeis calling youi
aiieniion io ile dissaiisfaciion and male lim feel ilai
you aie iegieiful ovei ile incideni
! Empailize wiil lim in lis piedicameni
! Cleaily and fully explain ile facis of ile case. Do noi iell
lim wlai le slould lave done oi failed io do
! Appeal io lis sense of faii play
! Expiess youi leaiifeli sinceiiiy ilai ile cusiomeis
inieiesi is youi piioiiiy, bui in ilis paiiiculai case, you
cannoi be of gieaiei assisiance io lim
*" 7.4'8 J(4$<,1
Tlanl ile cusiomei foi biinging ile dissaiisfaciion io
youi aiieniion and expiess youi iegiei ovei ile incideni
Empailize wiil lim oi lei
Logically explain all ile facis in ile case
Indicaie wlai you iniend io do
Confne youiself io wlai you will do
Giani ile claim cleeifully
Foi youi conclusion, suggesi wlai ile cusiomei can do
slould a similai pioblem occui.