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LETTER 1: FOR WRANGLER JEANS INC.

PRODUCT INQUIRY: REQUEST TO SEND INFORMATION

Wednesday, October 20, 2012

Wrangler Jeans Inc. Manhattan, New York

Dear Madaam/Sir,

We are interested in modern jeans for men and women that your company is selling. We would greatly appreciate receiving any information about fabric, colors, minimum order accepted per size and terms including discount cash you may have to learn more about your products. Please send such materials to:

Bacel Company 134 J.P Rizal, Concepcion Uno Marikina City

I thank you in advance and look forward to studying the materials you send me.

Sincerely, Erica B. Bongcayao


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LETTER 2: FOR MRS. LINA RED REQUEST TO SEND COVER BOOKLET

Wednesday, October 20, 2012

Mrs. Lina Red Personnel Manager Red Manufacturing Company 1879 Sanciangko Street Cebu City

Dear Mrs. Red,

I read about your cover booklet from Bantug, this weeks issue. I am fascinated about its content. I would like to have the copy of the cover booklet tomorrow, Thursday, October 21, 2012 at Red on exactly 2:00pm.

I thank you in advance and look forward to have the cover booklet.

Sincerely,

Erica B. Bongcayao
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LETTER 3: FOR DOWNTOWN HOTEL: Sample letter of reservation

Downtown Hotel 138 Colon Street, Cebu City

Dear Madam/Sir,

Please be informed that I will be traveling to Cebu City to attend a convention on October 20-21, 2012 and I will be requiring a room at your hotel for the duration of 2 days. I would like to reserve an ocean view suite that has 2 beds included. I checked on your website, and the price is supposed to be P5,500.00 per night. Please call me at 343-543-5645 to verify my reservation. Thank you,

Sincerely, Erica B. Bongcayao

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LETTER 4: FOR WHOLE SALER DEALER:


Saturday, October 24, 2012

Erica B. Bongcayao Bacel Company 134 J.P Rizal St. Concepcion, Marikina City

Dear Ms. Bongcayao,


Thank you for your recent inquiry about our jeans for men and women. We are enclosing our catalog and price list for your review and we are confident that this literature will provide many of the answers you have requested. If there is additional information you would like to have regarding our products, please do not hesitate to contact us. We will be most happy to be of assistance. Thank you for the very kind words you used to describe our line of products.

Very truly yours,

Roy De Castro Wrangler Jeans Inc. General Manager

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LETTER 5: FOR YELLOW EDUCATIONAL SUPPLY:


Wednesday, October 20, 2012 Mr. Richard Yap Salesman Yellow Educational Supply 1388 Gomez Street, Cebu City

Dear Mr. Yap, Will you kindly send me 5 boxes of paper clips, 3 bottles of red ink and three rims of white bond paper and send to: Bongcayao Law Office 13 Olive St. Concepcion Dos Marikina City To confirm this order, call me at 123-4567.

I shall especially appreciate your usual prompt delivery, as I plan to use that on my office.

Very truly yours,


Erica B. Bongcayao

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LETTER 7: COLLEAGUE:
BACEL COMPANY 134 J.P Rizal St., Concepcion Marikina City Wednesday, October 20, 2012 Roy de Castro Sales Agent Marketing Department Dear Mr. De Castro, We would like to inform you that you are being selected to represent our company on this year 3-day regional meeting entitle Innovations and Creations. The meeting will be on October 24-26, 2012 at Imus Cavite. You are being selected since you are working hard, passionately and devotedly. The company will expect you to explain the following to the audience: 1. 2. 3. 4. A new Product Line A new services to customer or members Reasons for recent changes in the company or organization Plans for Expansion, new development and revision of the mission

Good luck and Do your job.

Sincerely, Erica B. Bongcayao CEO

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LETTER 8: FOR MS. GRACE VARGAS: INCORRECT INVOICE NUMBER:


Wednesday, October 20, 2012 Ms. Grace Vargas 1894 Anonas Street, Sta. Mesa Manila

Dear Ms. Vargas, I am in the receipt of your invoice no. 1223423, dated October 18, 2012 and have the amount of P7, 800 as a full payment for the grocery items you had ordered on us. I believe that there is a slight mistake regarding the invoice no you gave. I request that you send me an updated invoice at your earliest convenience so that we may process your payment.

Sincerely, Erica B. Bongcayao Finance Clerk Grocery E

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LETTER 10: REMITTANCE LETTER: A. EARLY PAYMENT DISCOUNT:


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

Enclosed is our invoice for <what invoice is for>. We want to remind you about our early payment discount. If we receive payment <time deadline>, we will discount the total amount due by <amount of discount>. <Other restrictions.>.

We hope you are able to take advantage of this discount. We look forward to serving you in the future.

<Closing Goes Here>

TEST NOTE: Because most companies closely monitor cash flow, it helps to offer an incentive to encourage early payment. The longer outstanding invoices sit on the books, the more it costs the company.

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B. CUSTOMER UNDERPAID INVOICE:


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

We have received your payment of <$amount> on invoice number <invoice number>. Because <reason for underpayment>, you still show a balance owed of <$amount>.

<Method of handling.>

If you have any questions, please feel free to call us at <phone number>. Thank you for your prompt attention to this matter.

<Closing Goes Here>

TEST

NOTE: An underpayment is usually an oversight, especially if this is a regular customer. The tone of the letter is not a slap on the wrist, but more of an effort to straighten out a misunderstanding.

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C. CUSTOMER OVERPAID INVOICE:


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

We have received your payment of <$amount> on invoice number <invoice number>. Because <reason for overpayment> you are due a credit of <$amount>.

<Handling of overpayment>.

If you have any questions, please feel free to call us at <phone number>.

<Closing Goes Here>

TEST

NOTE: This is good news to most people. The sooner you notify the customer, the better. Indicate what corrective action was taken.
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LETTER 11: ACKNOWLEDGEMENT LETTER: A. ACKNOWLEDGMENT OF RECEIPT RESPONSE GIVEN IN DUE COURSE: OF APPLICATION:

[DATE, ex. Wednesday, June 11, 1998]

[NAME AND ADDRESS, ex. John Smith 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

I acknowledge receipt of your letter and resume in application for a position at our company.

Your application will be reviewed by our department, and we will notify you within four weeks if we have any opportunities for you.

We thank you for your interest in our company.

Yours truly,

[YOUR NAME, ex. Jill Jones]


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B. ACKNOWLEDGMENT OF RECEIPT OF APPLICATION: REFERRED TO COLLEAGUE FOR RESPONSE:

[DATE, ex. Wednesday, June 11, 1998]

[NAME AND ADDRESS, ex. John Smith 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

I acknowledge receipt of your letter and resume in application for a position at our firm.

I do not oversee hiring employees, however did review the letter and resume and I have passed them on to my colleague, [NAME OF COLLEAGUE, ex. Sara Smith], who will be reviewing them and contacting you in due course.

I wish you the best of luck with your pursuit of employment.

Yours truly,

[YOUR NAME, ex. Jill Jones]


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LETTER 12: LETTER ASKING DONATION:


[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex.

Dear [NAME, ex. John Smith],

Hi [NAME, ex. John Smith]. Long time no see. How are things with your family?

I have volunteered to assist with the most recent Fundraising Campaign for [NAME OF HIGHSCHOOL]. I guess that's a long-winded way of saying I'm someone who gets to call up his old buddies to hit them up for donations. I'm sure you're well aware of the Campaign, however I have enclosed some promotional materials, which might help you decide if you would like to contribute.

On a serious note, I personally feel heavily indebted to the school and I consider it a very worthwhile cause to support. I hope you share my sentiments. I would love to discuss this further with you if you wish, and I have pledged to write and call some of my close friends to solicit their support.

I will try to give you a call in the near future to discuss the Campaign. Thanks for your anticipated support.

Sincerely,

[YOUR NAME, ex. Jill Jones]


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LETTER 13: CREDIT LETTER


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

We are impressed with your <products/services> and would very much like to do business with you. However, before we place our initial order, we would like to inquire about your terms for granting commercial credit.

TEST is a <size of company> which <line of work>.

Would you please send us any information you may have, as well as the necessary forms or credit applications? Thank you. We look forward to doing business with you.

<Closing Goes Here>

TEST

NOTE: In establishing a financial relationship, it's helpful to give a brief background about what your company does and it's approximate size. To save time, ask for a credit application in addition to the credit terms.
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LETTER 14: REFUSAL OF CREDIT LETTER


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

Thank you for taking the time to apply for credit with TEST. We welcome your business but unfortunately we are unable to extend credit to you at this time. Your credit application was denied because <reason for denial>.

When your situation changes, we would be happy to reconsider your application. In the meantime, we welcome the opportunity to do business with you on a cash basis.

<Closing Goes Here>

NOTE: Thank the customer for choosing to do business with you, and regretfully refuse the request. Explain why the application was denied and leave the door open to try again at a later time.
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LETTER 15: LETTER STIMULATING CREDIT


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

We are very pleased that you have decided to do business with TEST and look forward to serving you in the future. Before we can establish a credit account, we require all new customers to complete the enclosed credit application. Once we receive the completed form, we can set up your credit account.

You should hear about your credit approval <time period>. If you have any questions about the application or our approval process, please call <name of contact> at <phone number>. Thank you for deciding to do business with TEST.

<Closing Goes Here>

TEST

encl: <List of enclosed items goes here>

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LETTER 16: COLLECTION LETTER A. FIRST COLLECTION (REMINDER):


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

Would you please check your records? As of <date checked> we had not yet received your payment. You currently have an outstanding balance of <$amount>. This amount was due on <date payment was due> (please refer to invoice number <invoice number>).

If you have already sent us your payment, please disregard this notice. If you have simply overlooked it, please take a moment now to mail us a check. Thank you for your prompt attention to this matter.

<Closing Goes Here>

TEST

NOTE: On the first notice, keep the tone of the letter cordial. Non-payment may simply be an oversight and you don't want to offend the customer, you just want to get paid.
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B. SECOND COLLECTION (STRONG REMINDER):


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

Unfortunately, we still haven't received your payment of <$amount> on invoice number <invoice number> dated <date of original invoice>. Because your account is <period of time> past due, we <consequences of having an overdue account>.

If you are unable to pay the full amount due today, please call <name> at <phone number of contact> to arrange a payment schedule. If you have already sent us your payment, please disregard this notice. We value your patronage and appreciate your prompt attention to this matter.

<Closing Goes Here>

TEST

NOTE: This client may be having a temporary setback and would appreciate the opportunity to arrange a payment schedule.
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C. THIRD COLLECTION (OVERDUE NOTICE):


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

You have failed to pay your outstanding balance of <$amount>. I'm sure you do not want to damage your credit record, but since you have failed to respond to our last two overdue notices, or to arrange any sort of payment schedule, we are forced to <consequences of nonpayment>.

We regret having to take this drastic action. To avoid it, please contact our office immediately to arrange a payment schedule.

<Closing Goes Here>

TEST

NOTE: If an invoice and two previous notices have been ignored, with no effort to make partial payment, it's time to make a stronger statement. Point out that you regret having to take this step.
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D. FINAL COLLECTION (LAST CHANCE OVERDUE NOTICE):


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

As all of our previous attempts to contact you were unsuccessful, I regret that we are forced to <consequences of nonpayment>.

In order to avoid this unpleasant action and further damage to your credit record, please pay the balance of your account, <$amount>, within <deadline> days of the date of this letter. This is the last notice you will receive before action is taken. Please give this matter immediate attention.

<Closing Goes Here>

TEST

NOTE: This is their last chance. Prior to this you may want to try a phone call or telegram or other attention getting device. Give them one last brief period to respond before taking action.
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LETTER 17: CLAIM LETTER

John T. Tirado 1439 Agriculture Lane Homestead, FL 33030

Dear John, It has come to our attention that you have not completed the interior design job that you were hired for on November 4th, 2009 to the agreed upon specifications. You failed to install the shelving system correctly, and you didnt even start installing the carpet. We are deeply disappointed that you could not hold up your end of the contract we signed. We hope that you can either a return and finish the job to the specifications laid out in our contract or b) pay out the damages for non completion included in section 7. b) of the contract we signed. Please respond as soon as possible with the action you are going to take to remedy this situation.

Sincerely, David Gretta

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LETTER 18: SALES LETTER: A. SOLICIT SALES CALL:


[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. Dear [NAME, ex. John Smith],

Allow me to introduce a [product/service] which [STATE HOW PRODUCT/SERVICE WILL BENEFIT THE POTENTIAL CUSTOMER, ex. has the potential to reduce your manufacturing costs by up to 30% and increase your profits by the same figure.] [STATE WHAT YOU KNOW ABOUT THE POTENTIAL CUSTOMER AND STATE THE PROBLEM WHICH YOUR PRODUCT/SERVICE SOLVES], ex. Being in the air conditioner manufacturing business, I am certain that you agree with me that labor costs comprise a large portion of your total costs. However, these large expenses reveal an opportunity to reduce costs and increase profits.] [INTRODUCE YOUR PRODUCT/SERVICE AND STATE SPECIFICALLY HOW IT WILL BENEFIT THE POTENTIAL CUSTOMER, ex. Our firm has developed a compressor, the Magnaflux A35, which is specifically designed to reduce the amount of labor involved in the manufacturing process. Specifically, the Magnaflux A35 eliminates the need for specialized lathe and tool operators required in the traditional manufacturing process.] [DO NOT GIVE AWAY ALL THE DETAILS OF YOUR PRODUCT/SERVICE; INSTEAD OFFER TO MEET WITH THE CUSTOMER TO INFORM HIM/HER OF THE SPECIFICS] As I understand you are a busy person, I will be happy to meet with you at your convenience to discuss exactly how [STATE PRODUCT/SERVICE, ex. our Magnaflux compressor] can benefit you {and your company}. You can reach me at XXX-XXXX at any time. I hope to speak with you soon. Sincerely, [YOUR NAME, ex. Jill Jones]
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LETTER 19: SOLICITED APPLICATION LETTER:

January 18, 2003 Mr. Ronald Reegis Penelco Electric Company Balete Drive, Quezon City Dear Mr. Reegis: In response to your advertisement which appeared in todays issue of Philippine Star, please consider this letter of application. I am presently connected as Process Engineer with Mitsumi Philippines Inc. Considering my long experience in supervisory capacity, I feel I am qualified for the position being applied for. For a more comprehensive appraisal of my qualifications, please see my data sheet hereto attached. Should my qualifications merit your consideration, I shall be glad to discuss with you personally any further details you may require. Very truly yours, Ace Ventura

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LETTER 20: UNSOLICITED APPLICATION LETTER:


January 12, 2007 Reymart Gonzales Freeport Corporation Pasay City, Manila Dear Mr. Gonzales: I would like to apply for the position of Assistant Personnel of the Personnel Division of your corporation. I am twenty one years old, single, and in good health. I finished Bachelor of Science in Psychology from the University of the Santo Tomas in 1985. At present, I am connected with East Asia College as Guidance Counselor. This position which requires the proper approach for effective counseling exposes me to different kinds of people. For further information as to my qualifications and character, I refer you by permission to the following: Anna Maria France School Administrator East Asia College Metro Manila Rose Mary Austria Dean Science Department University of Santo Tomas Metro Manila Should you desire to have me for a personal interview, I am very willing to see you at your most convenient time. Very truly yours, Annika Sanchez
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LETTER 21: LETTER OF INTRODUCTION:

Dear Mr. Greenstreet:

Ann Morgan, a young engineer who took my process design seminar given for AIChE last summer, has asked me whether I can put the two of you together, so that you might consider granting her an interview for a position in your process control department.

You know that I am a rather tough instructor, so it means something when I tell you that Ms. Morgan has an exceedingly strong grasp of process design and control especially considering she is just two years out of college. By the way, she showed me her transcript, and was a solid B+ student at Brightwater Tech, which, as you know, has one of the best programs on the East Coast.

My department is overstaffed and, since the acquisition, half of our work is being moved to the California location. If this was not the case, and we were looking to add personnel, I would make Ms. Morgan an offer tomorrow.

Whether she would be an ideal fit with your group I cannot say, although I know that technically she can handle a Process Engineer position with extreme competence. As for whether shed be a good addition to your team (which I suspect she would), why dont you give her an interview and find out for yourself?

Sincerely, Your Name

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LETTER 22: LETTER OF RECOMMENDATION:


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

This letter is in reference to <name>. <He/She> was an employee of <company name> for <time employed> as <position>.

During <his/her> time with <company name>, <first name> <description>

I would recommend <first name> for any appropriate position you have available, without the slightest reservation. <He/She> would be an asset to any company.

Thank you for your time.

<Closing Goes Here>

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LETTER 23: LETTER OF REFERENCE: A. ASKING FOR REFERRALS FROM COLLEAGUE:


<Return Address Goes Here>

10/14/12 <Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

<other company name> has long been a respected presence in the <other company's industry>. That being the case, I feel it would be in the interests of both our companies to agree to exchange business referrals. <description of business relationship.>.

I would like to set up an agreement where we would refer appropriate business to each other on a regular basis, but not exclusively. This could be highly beneficial to both companies' bottom lines. If you're interested, please give me a call at <phone number> and we can arrange a meeting. I look forward to hearing from you.

<Closing Goes Here>

TEST
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B. PLEASE DONT REFER THIS KIND OF CLIENT:


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

Thank you very much for referring <referred client> to us. Unfortunately, TEST does not provide the proper kind of <products/services> to meet <referred client>'s needs. I have since referred this client to another company more suited to <his/her/their> circumstances.

We at TEST certainly have great appreciation for your referrals and continued recommendations, but we don't wish to inconvenience your customers by having them come to us when we can't help them. So if you would, please refer any contacts who need <product or service you don't provide> to <alternative company name> at <alternative company number>. They will look after their needs very well.

Thank you again for the kind referral, and I look forward to the next. <Closing Goes Here> TEST
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C. THANK YOU FOR REFERRALS:


<Return Address Goes Here>

10/14/12

<Recipient Address Goes Here>

<Salutation (greeting) Goes Here>

I felt I should send this letter immediately to thank you for your kind referral of <client name>. It's gratifying to see that we can work together to bring each other business.

<description of referred business>. I made sure to let <referred contact name> know that your referral was the reason for our meeting.

Thank you again for the referral, and I hope I can do you the same service very soon.

<Closing Goes Here>

TEST
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LETTER 24: LETTER OF ACCEPTANCE:


Mary Lamb 890 My Address, Fullerton, CA 92832 mary@email.com (232) 555-2323

May 29, 2009 Tanya Venturini Gala Communications 2323 E. Pacific Way Anaheim, CA 92806 Dear Ms. Venturini: I am delighted to confirm my acceptance for the position of Public Relation Specialist in your Public Relations department at Gala Communications. I will be attending the 3-day training orientation and begin my employment on Monday, June 11th. In speaking with Ms. Smith, the human resources representative, I understand that Gala Communications has an extensive healthcare and insurance benefits program as well as a 401(k) company match plan. As we agreed, my compensation will be $75,000 annually and will provide for 3 weeks paid vacation leave each year. I would like to once again express my appreciation for your offer and my excitement about joining your team. I look forward to my association with Gala Communications and feel my contributions will be in line with your goals of growth and continued success for the company. Sincerely, Signature Mary Lamb

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LETTER 25: LETTER OF RESIGNATION: A. RESIGNATION

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex.

Dear [NAME, ex. John Smith],

Please accept my resignation from [FIRM, ex. XYZ Inc.], to be effective on [DATE, ex. July 11, 1998]. {STATE NEW EMPLOYMENT, IF ANY, ex. I have recently accepted an offer from ABC Co. in Tucson, Arizona. I believe the position I have been offered there is better in alignment with my career goals.}

I would like to take this opportunity to mention that my employment here has been thoroughly gratifying and rewarding. I wish the firm success in the future and I am sincerely proud to have had the opportunity to be with [FIRM, ex. XYZ Inc.] for [DURATION, ex. two years].

Sincerely,

[YOUR NAME, ex. Jill Jones]

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B. RESIGNATION: DUE TO ILLNESS

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. John Smith XYZ Inc. 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

Please accept my resignation from [FIRM, ex. XYZ Inc.], to be effective on [DATE, ex. July 11, 1998]. I regret that my current state of health impedes me from discharging my duties and providing the firm with the quality of service I have been able to in the past.

I would like to take this opportunity to mention that my employment here has been thoroughly gratifying and rewarding. I wish the firm success in the future and I am sincerely proud to have had the opportunity to be with [FIRM, ex. XYZ Inc.] for [DURATION, ex. two years].

Sincerely,

[YOUR NAME, ex. Jill Jones]


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C. FROM EMPLOYEE TO EMPLOYER RETIRING FOR PERSONAL REASONS


[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex.

Dear [NAME, ex. John Smith],

I have been thinking a great deal recently about balancing my career objectives with my family life, and after much deliberation, I have decided not to [TYPE OF WORK, ex. teach] for the year.

I have truly enjoyed my experience in teaching at the faculty, along with the friends I have made, and I would like to reapply for a position in the near future.

In the meantime, if you need a substitute teacher on short notice, please feel free to call me at any time.

You and the rest of the faculty have been very kind to me since I started teaching there and you helped make my experience there a positive one.

I hope to stay in touch with you.

Sincerely,

[YOUR NAME, ex. Jill Jones]


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LETTER 26: LETTER THAT EXPRESSES APPRECIATION: SAMPLE ACCEPTANCE LETTER:


May 28, 2010 Michael Patrickson Brown Street Boulevard San Antonio, California 4038 Dear Mr. Patrickson, Good day! In behalf of the Smith Hotel and Lodge, I would like to thank you for your valuable suggestion that you left in our suggestion box. As the manager of this hotel, my colleagues and I have decided to implement your suggestion as immediately as possible. We believe that this would be of great help to everyone in the hotel. This would help us provide better services for our customers. By the next time that you stay in our hotel, rest assured that your suggestions have already been implemented. We only want the best for our customers. We aim to make your stay in our hotel comfortable and special. Again, we would like to thank you for the suggestion that you sent us. We hope to see more of your feedbacks in the future, as these will help us in improving our services. If you have any other concerns that you would like to address, please feel free to contact us at 883-84-39. Again, thank you very much and have a good day! Sincerely, Brenda Smith Hotel Manager Smith Hotel and Lodge
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LETTER 27: LETTER THAT EXPRESSES WILLINGNESS TO BE SERVICES:


Dear (Insert Colleagues Name Here): First, let me express my appreciation for your willingness to participate in our local public health standards project. This initiative is a great opportunity to bring together the diverse institutions and organizations that work to protect and improve the health of the (Insert Community Here), and a means to assess our strengths and weaknesses as a "system".

I am sending some preliminary materials as background for all who will be participating in one or both workshops. You will benefit most from reading these in advance of the sessions. The preparatory materials include program agendas for the workshops, and some literature on the Ten Essential Public Health Services, which are the framework for the local public health system performance standards. During the course of the workshops we will be discussing each of these Essential Services, and ranking our performance based on a set of questions that will be distributed at the session.

It is understood that some of you will be attending just one of the two workshops. Nonetheless, we wanted you to have the information for both sessions in order to understand the full scope of the standards project.

Each workshop will run from (Insert Time Here) until (Insert Time Here), starting promptly at (Insert Time Here) and ending by (Insert Time Here). We will be providing a light breakfast and lunch for all participants.

I realize that this is a substantial time commitment on your part, and the task before us is large. But I am confident that we can work productively and achieve the desired outcome in the time allotted. Most importantly, I believe that this undertaking will result in a better grasp of where we are as a public health system and help us to chart the course for the future. Sincerely,
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LETTER 28: LETTER EXPRESSING THANKS:

Dear Ms. Jones,

Thank you for sharing the holiday spirit with your sponsored child, Riquelina! Your generous gift of $25.00 will help us make this a memorable time of year for her, as well as for all sponsored children. Im happy to share with you what presents you have helped provide. These gifts have been carefully chosen, with input from the children and their families, to ensure the boys and girls receive items they will use and appreciate all year long.

Riquelina will receive a new shirt and a pair of pants. New clothing is always needed and appreciated, especially by older children. Theyre learning to take care with their appearance at this age, and new clothing helps raise their self-esteem.

Thank you, Ms. Jones, for remembering Riquelina this holiday season.Your caring support means so much! Its through the efforts of dedicated friends like you that we can continue to make a long-term, positive impact on the childrens lives.

Sincerely, James R. Cook President

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LETTER 29: LETTER OF INVITATION:


November 29, 2008 Mr. & Mrs. Resty Navarro Gabon, Abucay, Bataan Dear Mr & Mrs. Navarro: Greetings of Peace and Good Will. We are pleased to inform you that BATAAN HEROES MEMORIAL COLLEGE is celebrating her 30th (Pearl) Foundation Anniversary on December 7-11, 2008. For the steadfast confidence and unwavering loyalty you and your family have reposed to BATAAN HEROES MEMORIAL COLLEGE by entrusting to her the education of at least three (3) of your children and who are now successful practitioners in their respective fields, the college administration deems it proper and fitting to award you with a Plaque of Recognition. In this regard, may we cordially invite you together with your professional alumni children to receive your award in a program for the alumni and parents on December 7, 2008 at 3:00 pm at Joyous Resort and Restaurant? (Please present this letter to the Registration Officials when you come to Joyous Resort and Restaurant on December 7, 2008 at 3:00 pm). We hope to deserve your attendance. BHMC shall be deeply honored with your presence in this once-in-a-lifetime affair. CONGRATULATIONS ! WELCOME HOME TO BHMC! Very truly yours, WILFREDO C. AGUILA College Administrator

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LETTER 30: LETTER OF CONGRATULATION: A. CONGRATULATIONS ON PROMOTION

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. John Smith XYZ Inc. 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

It was a pleasure, albeit not a surprise, to hear of your promotion to [POSITION, ex. Director of Sales] at [FIRM, ex. XYZ Inc]. Congratulations! I am certain you will meet with much success at your new position and I look forward to congratulating you in person.

Best regards,

[YOUR NAME, ex. Jill Jones]

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B. CONGRATULATIONS ON NEW JOB

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. John Smith XYZ Inc. 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

Allow me the pleasure of congratulating you on your new position at [FIRM, ex. XYZ Inc]. I am certain that you will find success and enjoyment at your new form and I look forward to congratulating you in person.

Best regards,

[YOUR NAME, ex. Jill Jones]

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LETTER 31: LETTER OF CONDOLENCE: A. CONDOLENCES ON DEATH OF COLLEAGUE'S SPOUSE

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. John Smith 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

I was deeply saddened to hear of [COLLEAGUE'S SPOUSE'S NAME, ex. Bill]s death.

I hope that you will accept my most sincere sympathy and condolence. [COLLEAGUE'S SPOUSE'S NAME, ex. Bill] was admired and respect by everyone it is difficult to accept that [he / she] is not with us any longer.

If there is anything I can do for you at this difficult time, please let me know.

Sincerely,

[YOUR NAME, ex. Jill Jones]


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B. CONDOLENCES ON DEATH OF COLLEAGUES PARENT OR GRANDPARENT

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. John Smith 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

I was deeply saddened to hear of your [RELATIVE, ex. Mother's / Grandfather's] death.

I hope that you will accept my most sincere sympathy and condolence. I truly hope that your memories of the happier moments will help ease your pain.

If there is anything I can do for you at this difficult time, please let me know.

Sincerely,

[YOUR NAME, ex. Jill Jones]


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C. CONDOLENCES ON DEATH OF COLLEAGUES LOVED ONE

[DATE, ex. Wednesday, June 11, 1998]

[NAME, COMPANY AND ADDRESS, ex. John Smith 1234 First Street Suite 567 Anycity, Anystate 85245]

Dear [NAME, ex. John Smith],

I was deeply saddened to hear of your [RELATIVE, ex. Mother's / Grandfather's] death. Although I did not know [HIM / HER] well, [HE / SHE] touched on my heart.

I hope that you will accept my most sincere sympathy and condolence. I truly hope that you and your family can gather the strength and courage to endure during this difficult time.

If there is anything I can do for you, please let me know.

Sincerely,

[YOUR NAME, ex. Jill Jones]


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LETTER 32: INTER-OFFICE MEMORANDUM:


MEMORANDUM TO STAFF KEEP SUPPLY ROOM CLEAN

MEMORANDUM

To:

ALL STAFF

From:

[NAME OF SENDER]

Date:

[DATE OF MEMORANDUM]

Subject:

RECYCLING CONTAINERS

I have recently noticed that it is becoming increasingly difficult to maintain cleanliness and order in the supply room.

It is in everyone's interest to keep the supply room neat and tidy. I would like to remind all staff that when using the supply room, it is your obligation to ensure that the room is left in the same state of cleanliness as when you entered it.

Your anticipated co-operation is greatly appreciated.

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LETTER 33: PARLIAMENTARY PROCEDURE SCRIPT:

ASSOCIATION OF COMPLETE IDIOTS Post-Convention Board of Directors Meeting Script Date, Time, and Place

Call to Order

[Rap Gavel] The 20XX Post-Convention Board meeting of the Association of Complete Idiots will come to order.

1. Pledge of allegiance and inspiration

The assembly will please stand and join in the pledge of allegiance to the flag of the United States. [Pledge to US flag]

The inspiration will be given by Member A [INSPIRATION]

Thank you Member A for those most appropriate words of inspiration to begin our first board meeting.

2. Introductions and Welcome

[Welcome comments]

Please go around the room and each, briefly, introduce yourself, telling: your name, where you are from, and how long you have been a member of ACI. [Each board member introduces themselves]

During this meeting and all of our meetings we will have a timekeeper. The 44 | P a g e

timekeeper will time each agenda item keeping the chair aware of the time spent on each item. The timekeeper will also time each speaker at the call of the president, if determined helpful. If so, there will be a 3 minute time limit.

3. Meeting appointments

At this time, the Chair wishes to announce the appointment of meeting committees. The Chair appoints the following to the Minutes Approval Committee: Member B, Chairman; Member C; and Member D. The Chair appoints the following to the Tellers Committee: Member E, Chairman; Member F; and Member G. The Chair appoints Member H as the Timekeeper.

VOTE: No vote required

4. Report of president

The Chair makes the following appointment: Nonmember A as Parliamentarian. In that position she will be serving as an advisor to the Executive Committee, the Bylaws Committee, and the ACI Policies Committee.

a) Appointments The Chair has made numerous Standing and Special Committee appointments that, according to our bylaws, have been approved by the Executive Committee. Those appointments can be found in your board book.

The Board meeting dates and other important dates can be found in the board book.

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The process for the committee chairman and appointed positions to report to the president can be found in your board book. Please turn to that page and lets review that process together. b) Board meeting dates [Review process]

c) Committee reporting process

5. Report of the executive committee

The Chair calls on Member I, ACI Secretary, to present the report of the Executive Committee.

[Secretary gives report]

Thank you Member I for your report.

6. Report of ACI Idiots Guide Fundraiser Committee

The Chair calls on Member J to give the report of the ACI Idiots Guide Fundraiser Committee.

[Member J gives report]

Thank you Member J for your report.

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7. Special Orders

The next business in order is Special Orders.

a) Election of 2 members to Nominating Committee

The first business in order under Special Orders is the election of two members to the nominating committee. Article 11, Section 1, A, 1, a, of the ACI Bylaws reads: The nominating committee shall be composed of five members, the chairman and two members elected by the membership at the Annual Convention, and two members elected by the board of directors.

The floor is open for nominations. [Pause] [Repeat name of person nominated]

The vote required is a majority. Tellers please pass out the ballots.

The following members have been nominated: ________________________ ________________________ ________________________ ________________________ ________________________

You may vote for two candidates. Please vote now. VOTE:Majority Tellers, please collect the ballots.

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[After ballots are collected]

We will take a 15 minute recess while tellers count the ballots.

[Recess]

The meeting will come to order.

The chair calls upon Member E, Chairman of the Tellers Committee to give the report of that committee.

[Member E reads Tellers Report]

[President rereads the Tellers Report]

______________________ and _____________________ have received a majority vote and are elected to the nominating committee.

They will serve on that committee with the chairman and the other two members who were just elected at the annual convention.

The next business in order is the approval of the 20XX budget.

Article VI, Section 2 of the ACI Bylaws reads that the board of directors shall: adopt an annual budget at its first meeting

You will find the proposed budget in your Board Book behind the financial tab. b) Approval of 20XX budget 48 | P a g e

The Chair calls upon Member K, chair of the finance committee.

[Member K: On behalf of the finance committee, I move that we adopt the 20XX budget as presented in the board book.]

Since this motion comes from a committee, it does not need a second.

The motion before you is that we adopt the 20XX budget as presented in the board book.

Is there any discussion?

[After discussion] Is there any further discussion? Are you ready for the question? [Pause] The question is on the adoption of the motion that we adopt the 20XX budget as presented in the board book. Those in favor of adopting the 20XX budget, please raise your hand. [Pause] Please lower your hand. Those opposed to adopting the 20XX budget, please raise your hand. [Pause] Please lower your hand.

VOTE: Majority Vote

There being a majority vote in the affirmative, the motion carries, we have adopted the 20XX budget as presented [or as amended], and the next item of business is the appointment to the Policies Committee. OR There being less than a majority vote in the affirmative, the motion fails, we have not adopted the 20XX budget as presented [or as amended], and the next item of business is the appointment to the Policies Committee.

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The members of the Policies Committee will be Member L, Chairman; Member M, and Member N with Nonmember A, our parliamentarian, serving as advisor to the Committee.

c) Appointment to ACI Policies Committee

VOTE: No Vote Required

8. New Business

The next business in order is New Business. Is there any new business to come before the board at this time?

9. Announcements

[Make any necessary announcements] Are there any further announcements?

10. Adjournment

If there is no further business to come before this board, this meeting is adjourned and we will meet again on [date] in [location].

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LETTER 34: FORMAL MINUTES OF THE MEETING:

MINUTES OF THE ASSOCIATION OF COMPLETE IDIOTS POST-CONVENTION BOARD OF DIRECTORS MEETING NOVEMBER 13, 20XX

Call To Order: A regular meeting of the Association of Complete Idiots Board of Directors, was held in Convention City, Texas on November 13, 20XX. The meeting convened at 8:03 a.m., President P presiding, and Member I, secretary. Members in Attendance: Member A, Member B, Member C, Member D, Member E, Member F, Member G, Member H, Member I, Member J, Member K, Member L, Member M, Member N, and Member P. Members not in attendance: None, all members were in attendance. 1. Pledge Of Allegiance And Inspiration President P lead the board in the Pledge of Allegiance to the flag of the United States and then called on Member A for the inspiration. 2. Introductions and WelcomeTimekeeper Plan President P welcomed the members to the Board of Directors and had each member introduce him- or herself. She then explained that there will be a timekeeper for this and all board meetings. The timekeeper will time each agenda item and each speaker at the call of the president. The individual time limit is 3 minutes. 3. Meeting Appointments The President made the following appointments: Minutes Approval Committee: Member B, Chairman; Member C; and Member D. Tellers Committee: Member E, Chairman; Member F; and Member G. Timekeeper: Member H. 4. Report of President The President made the following appointment: Nonmember A as Parliamentarian, indicating that in that position she will be serving as an advisor to the Executive Committee, the Bylaws Committee, and the ACI Policies Committee. The President directed members to the board book where they will find the appointments made by the President to the standing and special committees. Those
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appointments have been approved by the Executive Committee. She also called attention to the board meeting dates and other important dates in the board book. President P also reviewed the process for the committee chairman and appointed positions to report to the president, which is also contained in the board book. 5. Report of the Executive Committee Member I, ACI Secretary, gave the report of the Executive Committee. 6. Report of ACI Fundraiser Committee Member J gave the report of the ACI Fundraiser Committee. 7. Special Orders The President called for nominations for the two open positions on the Nominating Committee. The following members were nominated: Member A, Member C, Member D, and Member H. The election was conducted by ballot vote. Member E, Chairman of the Tellers Committee, gave the report of that committee. There were 15 votes cast. The number necessary for election was 8. Member A received 6 votes, Member C received 10 votes, Member D received 9 votes and Member H received 5 votes. President P declared Member C and Member D elected to the Nominating Committee. They will serve on that committee with the chairman and other two members who were just elected at the annual convention. Member K, Finance Committee Chairman, presented the 20XX budget and on behalf of the finance committee, moved that the Board adopt the 20XX budget as presented in the board book. MOTION PASSED. The President announced that the members of the Policies Committee will be Member L, Chairman; Member M, and Member N with Nonmember A, our parliamentarian, serving as advisor to the Committee. 8. New Business There was no new business. 9. Announcements President P reminded the members of the dates of the next board meeting. 10 Adjournment There was no further business to come before the Board, so President P adjourned the meeting at 12:32p.m. _____________________________ Secretary ___________________________ Date of Approval

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COMPILATION 35: HALLAMRKS OF A GOOD BUSINESS REPORT:


In writing reports, you should refer to a good manual of English grammar and writing style. You should use the following criteria to guide your writing of all assignments. Clarity Clarity is the most important criterion of good writing. The reader should be able to understand quickly and effortlessly a written report. People will not read a report if they have to decipher its meaning. Some methods for increasing clarity include: 1. English is a precise language. Try to find the right word, not one that the reader could interpret to have a different meaning than the idea you are trying to convey. Strive to write sentences that readers can interpret in only one way. 2. In general, you should write in active voice. In a sentence written in passive voice, the subject is acted upon rather than acting. This is lifeless. For example the sentence, "The procedures are listed in a manual, " is passive (and dull). The sentence doesn't tell us who is listing these procedures. Rewriting this sentence to, "The assistant controller documents all procedures in a manual," identifies who is acting and thus, provides greater information to the reader. a. A good rule of thumb is to place the actor and action in the beginning of the sentence (often in the first five words). b. You should use passive voice sentences deliberately on the very few occasions when you want to emphasize what is acted upon rather than who is acting. For example, Tom Wicker once opened an article on the assassination of President Kennedy with the passive voice sentence, "President Kennedy was shot and killed by an assassin today" because he wanted to emphasize President Kennedy (the sentence's object) not the assassin (the sentence's subject). c. You can use word processing software to help you find and rephrase passive voice sentences. The Checking Grammar, Spelling and Readability section below explains how to do this in Microsoft Word. 3. Each paragraph should be necessary to support the idea of the report. Topic sentences should capture one aspect of the report's idea for the paragraph. Each sentence in the paragraph must logically support the topic sentence. Paragraphs should be complete: you should fully develop the paragraph's topic. Arrange the sequence of sentences is some kind of order: time order (as in a narrative of what happened), space order (as in a description of a physical place), or logical order. Examples of logical order are cause to
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effect, effect to cause, general to specific, and specific to general. 4. The report's main text should refer to any table, graph, exhibit, and illustration that you include. Readers, however, should be able to understand these visual aids without reference to the written report. Simplicity and Brevity Avoid long or obscure words when simpler, more common words suffice. In addition, short, simple sentences are usually easier to understand than long, complex sentences. Word processing software can help you determine whether your sentences are, on average, long or short. The Checking Grammar, Spelling and Readability section below explains how to generate readability statistics in Microsoft Word for Windows. Readers are generally impatient. They appreciate brevity in writing. Eliminate every unnecessary word and idea from your reports. Logic The report must have a logical structure. Each sentence, paragraph, and section must have a role in the deductive or inductive logic that supports the report's topic or theme. Illogical statements, phrasings, and structures confuse readers. Good reports are logically organized. They typically include an introduction that states the report's objectives, a statement and discussion of the report's topic or central theme, a discussion and analysis of alternatives (e.g., ideas, causes, solutions), and a statement and discussion of recommendations and conclusions. In many instances, poor writing is the result of presenting ones unsupported opinions instead of arguments supported by logical and numerical reasoning. Further, poor writing is the result of supplying a large number of data from which the writer expects the reader to infer a thesis rather than providing strong arguments organized around a central theme. Use a good system of topic headings throughout the report. Topic headings breakup the report with white space and, more importantly, are a "road map" for readers that allow them to understand the report's overall structure and what is coming next in the report. Topic heads also allow the reader to move around the report with greater ease, particularly when they wish to return to a report section. Although any number of topic heading systems are acceptable, one that you may use is:

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COMPILATION 36: FEASIBILITY REPORT/STUDY:


Prepared by TSE February 27, 2008 Mississippi River Bridge Draft Toll System Feasibility Study Mississippi River Bridge Memphis Region Scope of Work

This document describes the Scope of Work to be provided in evaluating the feasibility of tolling a proposed bridge location within the State of Tennessee. The bridge to be evaluated is the proposed Mississippi River Bridge Memphis Region as described in the June 2006 Mississippi River Crossing Feasibility and Location Study. The consultant will conduct an evaluation at a corridor planning level study to determine if the project travel demand is suitable for tolling at the proposed location. 1.0 Evaluation of a potential toll facility The objective of this task is to determine the suitability of a toll facility at a specific location within the State of Tennessee. The Mississippi River Bridge has been nominated by local representatives and selected by Tennessee Department of Transportation (TDOT) for study as a potential pilot toll project as a result of the recent Tennessee Tollway Act, dated June 11, 2007. The Consultant will conduct a planning level feasibility study for the Mississippi River Bridge study location as outlined below. The Consultant will produce a financial feasibility assessment comparing expected capital needs, operational and on-going maintenance cost with the expected revenue stream that could potentially be generated from tolling the users of the proposed facility. Users for the Mississippi River Bridge are assumed to include both highway and rail. The following tasks are to be completed. 1.1 Project Definition Information regarding the general location of the proposed toll and rail facilities will be provided to the consultant. Information regarding the general alignments, number of alignments to be evaluated and termini will be provided by TDOT. This will also include current and projected traffic flows (non-tolled) in the area based upon the current travel demand model for the Memphis Metropolitan Planning Organization, West Memphis
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MPO, Arkansas State Highway and Transportation Department and the Mississippi Department of Transportation. The consultant should consider options for locating the toll and rail elements in the same location and in separate locations and be prepared to outline the pros and cons of various scenarios. 1.2 Planning Level Opinion of Probable Construction Costs The probable construction costs for the study corridors will be provided to the consultant by TDOT as a starting point in developing the estimated capital expenditures. The consultant will be responsible for providing escalated capital costs for the 1Prepared by TSE February 27, 2008 Mississippi River Bridge Draft implementation of tolling option. This will include but not be limited to the cost to add tolling plazas and associated equipment to operate a toll facility. 1.3 Level 1 Traffic and Revenue Study A Level 1 Traffic and Revenue study will be conducted for the project to estimate the potential toll and rail revenue that could be generated by the project. This sketch level analysis will not be conducted to a level of detail necessary for an investment grade study nor to support actual project financing but may be used as the basis for making a preliminary policy level decision as to whether or not to proceed with additional analysis for the project. The Level 1 Traffic and Revenue Study will include existing traffic conditions that will include a speed and delay study, historical Average Annual Daily Traffic (AADT) trends, hourly traffic variation and vehicle classification. The consultant will conduct a review of the historical growth trends and review forecasted growth plus socioeconomic trends and conclusions for the study corridors. The consultant will use the existing 2007 certified Travel Demand Model (TDM) for the Memphis Metropolitan Planning Organization as the starting point for the Level 1 Traffic and Revenue study. The consultant will review additional travel demand data available from the West Memphis MPO, Arkansas State Highway and Transportation Department and the Mississippi Department of Transportation. The consultant will provide traffic and revenue projections, document basic assumptions, describe the Existing plus Committed (E + C) network used in the TDM for the planning year horizon, develop toll rates and configurations, estimate weekday and annual traffic volumes for opening and future year, transactions and revenue projections and include a discussion of the estimated revenues net of operations and maintenance expenditures for each study corridor. 1.4 Investment Grade Feasibility Study

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If a decision is made to utilize tolling on this project, a more detailed study (investment grade study) may be completed as an additional service of this contract subject to separate fees

1.5 Corridor Growth Assessment Consistent with the planning level of this study, a general corridor growth and economic assessment will be completed. This will be based on readily available information such as socio-economic forecasts used in the MPOs Long Range Transportation Plan, the latest available information from the Census Bureau, and similar available sources (such as Woods & Poole). 1.6 Travel Demand Model Based on the provided travel demand model from the MPOs and TDOT, an evaluation of traffic within the defined corridors will be completed to consider current and future traffic levels for improvement scenarios including general growth and economic condition assessment. The Consultant will utilize a toll diversion model to determine estimates of market share of users on toll and non-toll facilities based on factors such as values of 2Prepared by TSE February 27, 2008 Mississippi River Bridge Draft time, operating and toll costs, trip purpose and congestion levels. This toll diversion model will utilize the travel demand model provided by the MPO or TDOT. 1.7 Toll Sensitivity Analysis This analysis will be undertaken at opening-year levels to determine optimum toll rates. A series of alternative traffic assignments will be made at progressively higher toll rates to determine levels of traffic diversion and revenue optimization. Toll sensitive curves will be prepared to determine the toll rates for use in developing traffic and revenue estimates. This analysis will also consider current toll rates being charged on similar facilities in the states that border Tennessee and nationwide. Future year traffic assignments will be made at selected toll levels only. Also, no-build and toll free traffic assignments will be made in each of the analysis years. 1.8 Operations and Maintenance Expense The Consultant will estimate toll collection and operational expenses based on a cash and electronic toll collection system. The estimates will be based on industry norms and not on a specific toll collections system. 1.9 Net Toll Revenue Estimates
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As part of the planning level feasibility assessment, annual gross toll revenue estimates will be developed for a forty-year period starting from the assumed opening year for the project. Net toll revenues will be determined by deducting estimated maintenance and operating costs from the projected gross toll revenues.

2.0 Conceptual Level Financial Feasibility Analysis A conceptual level financial feasibility analysis will be conducted to determine the bonding capacity of the proposed project. This analysis will be based on prevailing financial market conditions and typical financial structures being utilized on similar toll based financings by public entities utilizing tax-exempt municipal debt. This analysis will also help identify potential shortfalls in funding supported solely by toll revenues for TDOT. The analysis will include a discussion of how the industrys current privatization trends (Public / Private Partnerships) could impact the ability to finance the proposed project. The consultant will work with the State of Tennessees financial advisor t o develop assumptions concerning tax exempt municipal debt and Public/Private Partnerships industry trends. 3Prepared by TSE February 27, 2008 Mississippi River Bridge Draft 2.0 Project to be Evaluated The following bridge project is to be evaluated as a part of this study. Tasks outlined in Section 1.0 of this Scope of Work are to be performed for the respective corridor study area. Mississippi River Bridge Shelby County. In June 2006, the Tennessee Department of Transportation completed the Mississippi River Crossing Feasibility and Location Study (http://www.tdot.state.tn.us/publications.htm). This study determined the feasibility of providing a new Mississippi River Bridge Crossing in the Memphis metropolitan area. The study identified and evaluated possible transportation solutions to help TDOT reach a decision on a preferred corridor alternative to improve cross-river mobility over the Mississippi River. The primary purpose of the proposed Mississippi River Crossing project would be to improve cross-river mobility for people and freight in and around the Memphis area and thereby stimulate economic development. An array of initial corridor alternatives was developed and then a screening process was conducted to arrive at a conclusion regarding feasible alternatives both for highway improvements and providing a new rail crossing within the Memphis area. The study concluded with a recommendation to proceed to the next phase of project development for four highway corridors. They are Bridge A, B, C and D corridor alternatives. For the purpose of the study, Bridge B is to be analyzed using corridor segment 8A. Bridges corridor segments 1 and 2 are to be analyzed for both Bridges C and D.
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This study will evaluate the feasibility of tolling for each of the bridge corridor alternatives recommended for further study in the Mississippi River Crossing Feasibility and Location Study dated June 2006. (Study is located at: http://www.tdot.state.tn.us/publications.htm) The analysis will include providing rail service as a part of the tolling analysis based upon the recommendations from the feasibility and location study for Bridges B, C and D. The consultant may be asked to consider the benefits that result from an additional study corridor as an alternative to or in addition to the corridors recommended in the Mississippi River Crossing Feasibility and Location Study. Specifically, the Great River Economic Development Foundation in Blytheville, Arkansas has received funding sources to conduct the Osceola, Arkansas Millington, Tennessee Toll Turnpike Feasibility Study which began in June 2007. This feasibility study will consider a new Mississippi River crossing to connect Osceola, Arkansas with Millington, Tennessee. The assessment of benefits and the required coordination with this study will be considered as additional services. The instrument to be used to authorize additional services will be a Work Order based upon a negotiated scope of work and fee proposal specific to the degree of services to be provided. 4Prepared by TSE February 27, 2008 Mississippi River Bridge Draft Deliverables: A Level 1 Traffic and Revenue Study for the project (10 copies draft and 40 copies final) 3.0 Reports and Presentations It is anticipated that the consultant will participate in meetings with the Arkansas State Highway and Transportation Department, Mississippi Department of Transportation, West Memphis MPO and the Memphis MPO during the course of this study. Meetings with these agencies will occur at the conclusion of the development of the traffic projections and when draft conclusions have been identified. The TDOT Project Manager will make a determination when the meetings are to occur. In addition, the consultant will be responsible for the development of summary materials suitable for use with agency executives, technical committees and elected officials. Materials may take the form of PowerPoint presentations with fact sheets, brochuresand/or letters. 4.0 Project Management This task relates to managing and guiding the progress of work. Activities include scheduling, progress reporting, sub consultant administration, cost tracking and
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reporting, quality control and cost estimating. The consultant will prepare and maintain a project work plan that identifies key staff members and their responsibilities, prepare and update as needed a project organization and staffing plan; prepare a final work breakdown structure; prepare and submit monthly progress reports covering work performed and cost. The TDOT Project Manager must be notified of and approve of any changes to the consultant teams Project Manager, Deputy Project Manager, or Task Leaders during the course of the contract. The consultant will prepare, maintain and publish a project schedule in Gantt or similar format illustrating linked tasks, critical path items, milestones and dates for all task assignments; The consultant will establish an internal quality control process that will produce work of acceptable quality for all task assignments. QC will include review and monitoring of work performed on each task and provide a list identifying deliverables that will be subject to review prior to submittal to TDOT. QC reviewers are to be external to the study team with senior level expertise. Monthly meetings are to be scheduled and conducted with TDOT management staff. The purpose of the meeting is to demonstrate study progress, identify study issues and develop an action plan to resolve issues. Meeting minutes will be prepared by the consultant and circulated for approval. Each meeting will be conducted by the PM with a pre-approved agenda for the meeting. Conference calls may be used in lieu of monthly meetings only if approved by the TDOTs Project Manager. The TDOT Project Manager may cancel a monthly meeting or conference call as warranted. Weekly or semi-monthly 5Prepared by TSE February 27, 2008 Mississippi River Bridge Draft 6 communications will also occur with the TDOT management staff throughout the study schedule. Deliverables: Work Plan, Project Schedule and Quality Control Plan. 6.0 Public Hearing(s) The Department in accordance with the Tennessee Toll Act, June 11, 2007 will conduct one (1) or more public hearings for the specific purpose of receiving public comments concerning tolling as an alternative means of funding or financing bridges or highways within the state. These services may be completed as additional services of this contract and subject to separate fees.

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COMPILATION 37: BUSINESS PROPOSAL:


Restaurant Sample Business Plan Outline

Table of Contents Cover Letter Executive Summary Company Description Industry Analysis Products & Related Services The Target Market The Competition Marketing Plan & Sales Strategy Operations Management & Organization Long-Term Development & Exit Plan Financial Data & Projections Appendices

Company Description Kundo, Inc., a Massachusetts based company, will operate Abonda, a single unit, medium-size restaurant serving healthy, contemporary style food. The restaurant will be located at 645 Deacon Street in Cambridge, Massachusetts.

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Mission Statement

The company's goal is that of a multi-faceted success. Our first responsibility is to the financial well-being of the restaurant. We will meet this goal while trying to consider; 1) the effect of our products on the health and well being of our customers (and our staff), 2) the impact that our business practices and choices will have on the environment, and 3) the high quality of attitude, fairness, understanding, and generosity between management, staff, customers, and vendors. Awareness of all these factors and the responsible actions that result will give our efforts a sense of purpose and meaning beyond our basic financial goals. Development & Status

The company was incorporated in September of 1995 and elected sub-chapter S. The founders are Jack Morton and Wilma Mason. Jack is the President and Wilma the Vice President. There is a total of 10,000 shares of common stock issued. Wilma and Jack each own 3,000 and the remainder are retained by the company for future distribution. In addition they have loaned the company $25,000 of their own money for research and start-up costs. A suitable site for the first restaurant was found last month and lease negotiations are in the final stages. The location will be on Deacon Street, just outside Harvard Square and close to a dense population of the target market. When the lease is signed there will be three months of free rent for construction and in that time the balance of the start-up funds must be raised. With that phase completed, Abonda Restaurant can then open and the operations phase of the project can begin. Future Plans

If the business is meeting its projections by month nine, we will start scouting for a second location and develop plans for the next unit. Our five year goal is to have 3 restaurants in the greater Boston area with a combined annual profit of between $500,000 and $1,000,000. Industry Analysis Although the restaurant industry is very competitive, the lifestyle changes created by modern living continue to fuel its steady growth. More and more people have less time, resources, and ability to cook for themselves. Trends are very important and Abonda is well positioned for the current interest in lighter, healthier foods at moderate to low prices.
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The Restaurant Industry Today

The food service business is the third largest industry in the country. It accounts for over $240 billion annually in sales. The independent restaurant accounts for 15% of that total. The average American spends 15% of his/her income on meals away from home. This number has been increasing for the past seven years. In the past five years the restaurant industry has out-performed the national GNP by 40%. The reasons given by the Folkney Report (November 1994) are 1) lifestyle changes, 2) economic climate, and 3) increase of product variety. There are 600 new restaurants opening every month and over 200 more needed to keep pace with increasing demand. Future Trends & Strategic Opportunities

The predicated growth trend is very positive both in short and long-term projections. Folkney states again that as modern living creates more demands, people will be compelled to eat more meals away from home. The DMR Industrial Report (April 1995) estimates this as high as 30% over the next five years. In 1988 The National Restaurant Association released the Foodservice Industry 2000 report that forcasted how the industry might look in the year 2000. Some highlights from the panel's findings:

"Consumers will spend a greater proportion of their food dollar away from home. Independent operators and entrepreneurs will be the main source of new restaurant concepts. Nutritional concerns will be critical at all types of foodservice operations, and food flavors will be important. Environmental concerns will receive increased attention."

Products & Related Services Abonda Restaurant will be offering a menu of food and beverages with a distinctive image. There will be three ways to purchase these products; table service at the restaurant, take-out from the restaurant, and delivery to home or office.

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The Menu

The Abonda menu (see appendices) is moderate sized, and moderate-low priced offering a collection of ethnic and American items with a common theme -- healthy (lowfat, low cholesterol, natural ingredients), flavorful, and familiar. Our goal is to create the image of light satisfying and still nutritious food. There has been an increased awareness of nutritional and health concerns in recent years and a growing market of people who now eat this style of cooking regularly.

Production

Food production and assembly will take place in the kitchen of the restaurant. Fresh vegetables, meat and dairy products will be used to crate most of the dishes from scratch. The chef will exercise strict standards of sanitation, quality production, and presentation or packaging over the kitchen and service staff. Service

There will be three ways a customer can purchase food. They may sit down at one of the 54 seats in the dining room and get full service from a waitperson. A separate takeout counter will service those who wish to pick up their food. Most take-out food will be prepared to order with orders coming from either the telephone or fax. Delivery (an indirect form of take-out) will be available at certain times and to a limited area. Future Opportunities

There is a market segment that prefers to eat this type of cooking at home although they do not have the time to cook. There are already caterers and even mail order companies that provide individuals and families with up to a month's supply of preprepared meals. This opportunity will be researched and developed on a trial basis. If successful, it could become a major new source of income without creating the need for additional staff or production space.

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The Target Market The market for Abonda's products covers a large area of diverse and densely populated groups. Although it will be located in a downtown urban setting, it is an area where people travel to eat out and one that is also frequented by tourists. It is also an area known for and catering to the demographic group we are targeting. Market Location & Customers

The Harvard Square area is one of the most desirable retail locations in New England. The Mass. Chamber of Commerce rates it as the third best retail market in the state. There are more than 400 businesses in a 1/4 square mile area with average sales of $330 per square foot.

The customer base will come from 3 major segments;

Local population -- the city of Cambridge with a year-round population of 145,000 is centrally located in the Boston area and is within 15 minutes drive of 8 major suburbs. Colleges and Universities -- Harvard alone has 6 different schools within walking distance of Deacon Street and a seasonal population of 22,000. In addition 5 more colleges near the square have large student bodies. Tourism -- between hotels, motels, bed & breakfast rooms and inns, there are over 8,500 rooms available. Last year they were at 92% occupancy. Local businesses -- The Cambridge Chamber of Commerce lists over 900 businesses with an average of 12 employees in the Harvard square area.

The food concept and product image of Abonda will attract 3 different customer profiles;

The student -- more and more young people have developed healthy eating habits. Some also go through a "health food phase" while in college. The health conscious person of any age or sex -- this includes anyone on a restricted or prescribed diet or those who have committed to a healthy diet. Curious and open-minded -- "if you try it, you will like it." Through marketing, publicity, and word-of-mouth, people will seek out a new experience and learn that nutritious food can be tasty, fun, convenient, and inexpensive.

Market Trends & The Future

The population and demographics of Harvard square have remained steady for the last
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14 years. Tourism has increased 24% over the last 3 years and is predicted to keep growing. Local businesses are increasing at a rate of 18% yearly. The idea of a health consciousness through nutritional awareness and dietary change has been slowly building for the last 7 years. The extensive government studies and new Food Guide Pyramid have given everyone a new definition of a balanced, healthy diet. This is not a fad but a true dietary trend backed by the scientific and medical community, the media, the government, and endorsed by the big food manufacturers. As the Foodservice 2000 report stated, this trend will be even more important by the turn of the century. As people want to stay home more and cook less our strategy of delivering prepared meals on a weekly or monthly arrangement may be a widespread accepted new way of eating.

The Competition There are over two dozen restaurants in the Harvard Square area that sell food at similar prices. Although this presents an obvious challenge in terms of market share, it also indicates the presence of a large, strong potential. The newest competitors have made their successful entry based on an innovative concept or novelty. Abonda will offer an innovative product in a familiar style at a competitive price. Our aggressive plans of take-out and delivery will also give us an advantage to create a good market share before the competition can adjust or similar concepts appear. Competitor's Profile

Competing with Abonda for the target market are these categories of food providers:

Independent table service restaurants of similar menu and price structure. Chain " " " " " Commercial foodservice companies serving students directly.

Independent operators include Grendel's Den, Iako, Bombay Club, Iruna, and The Border Cafe. Most are ethnic based and will carry at least two similar menu items. Grendel's and Iruna are long-standing businesses while the others are fairly new. They all are doing very well. The major chain restaurants are House of Blues, Chili's and Bertucci's. All are relatively new but well established and profitable. They have big resources of marketing and/or a
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specialty product or attraction (House of Blues is also a live music club). Ogden Foods and Cysco both service 24,000 Harvard students but their product is not appealing enough to prevent students from eating out 5 to 7 meals a week. In addition there are two local catering companies that deliver prepared meals daily to offices. Competitive Strategy

There are three major ways in which we will create an advantage over our competitors;

product identity, quality, and novelty high employee motivation and good sales attitude innovative and aggressive service options.

Abonda will be the only restaurant among all the competition which focuses the entire menu on healthy, low-fat cooking. Each of the competitors offers at least one "healthy" selection on their menu. Grendel's Den even has an entire section called "On the Lighter Side" but in all cases they are always seen as alternatives to the main style being offered. The target market will perceive Abonda as the destination location for healthy, low-fat cooking. Once they have tried the restaurant, their experience will be reinforced by friendly, efficient, knowledgeable service. Return and repeat business will be facilitated by accessible take-out and delivery options. At the time of this writing all of the competitors offered take-out but only two (Bertucci''s & Chili's). Marketing Plan & Sales Strategy Market Penetration

Entry into the market should not be a problem. The store has high visibility with heavy foot traffic all day long. The local residents and students always support new restaurants and the tourists do not have fixed preferences. In addition, $10,000 has been budgeted for a pre-opening advertising and public relations campaign. Marketing Strategy

Focusing on the unique aspect of the product theme (healthy, tasty foods) a mix of marketing vehicles will be created to convey our presence, our image, and our message.

Print media -- local newspapers, magazines and student publications Broadcast media -- local programming and special interest shows

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Hotel guides, concierge relations, Chamber of Commerce brochures Direct mail -- subscriber lists, offices for delivery Misc. -- yellow pages, charity events

A public relations firm has been retained to create special events and solicit print and broadcast coverage, especially at the start-up. The marketing effort will be split into 3 phases; 1) Opening -- An advanced notice (press packet) sent out by the PR firm to all media and printed announcement ads in key places. Budget - $10,000 2) Ongoing -- A flexible campaign (using the above media), assessed regularly for effectiveness. Budget - $10,000 3) Point of sale -- A well-trained staff can increase the average check as well as enhancing the customer's overall experience. Word-of-mouth referral is very important in building a customer base. Future plans and Strategic Opportunities

Catering to offices (even outside of our local area) may become a large part of gross sales. At that point a sales agent would be hired to directly market our products for daily delivery or catered functions. Operations Facilities & Offices

The restaurant at 645 Deacon Street is a 2400 Square foot space. It was formerly a restaurant and needs on minor structural modifications. The licenses and codes' issues are all in order. New equipment and dining room furnishings will be purchased and installed by the general contractor. Offices of the corporation are presently at Jack Morton's home but will be moved to the restaurant after opening. Hours of Operation

The restaurant will be open for lunch and dinner 7 days a week. Service will begin at 11:00 AM and end at 11:00 PM. The restaurant will be closed Christmas, Thanksgiving, and the Fourth of July.

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Employee Training & Education

Employees will be trained not only in their specific operational duties but in the philosophy and applications of our concept. They will receive extensive information from the chef and be kept informed of the latest information on healthy eating. Systems & Controls

A big emphasis is being placed on extensive research into the quality and integrity of our products. They will constantly be tested for our own high standards of freshness and purity. Food costs and inventory control will be handled by our computer system and checked daily by management. Food Production

Most food will be prepared on the premises. The kitchen will be designed for high standards of sanitary efficiency and cleaned daily. Food will be made mostly to order and stored in large coolers in the basement. Delivery & Catering

Food for delivery may be similar to take-out (prepared to order) or it may be prepared earlier and stocked. Catering will be treated as deliveries. Management & Organization Key Employees & Principals

Jack Morton, President. Jack Morton is also the owner and manager of Grains & Beans, a local natural food wholesaler and retail store. Since 1977 his company has created a high-profile mainstream image for natural foods. In 1992 Grains & Beans opened a small cafe within the retail store that became so popular and profitable, he decided to expand the concept into a full service restaurant. Jack brings with him a track record of success in the natural foods industry. His management style is innovative and in keeping with the corporate style outlined in the mission statement.

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Compensation & Incentives

Abonda will offer competitive wages and salaries to all employees with benefit packages available to key personnel only. Board of Directors

An impressive board of directors has been assembled that represents some top professional from the area. They will be a great asset to the development of the company. Consultants & Professional Support Resources

At the present, no outside consults have been retained, excepting the design department at Best Equipment. Management to be Added

We are presently searching for a general manager and executive chef. These key employees will be well chosen and given incentives for performance and growth. Management Structure & Style

Jack Morton will be the President and Chief Operating Officer. The general manager and chef will report to him. The assistant manager and sous-chef will report to their respective managers, and all other employees will be subordinate to them. Ownership

Jack Morton and the stockholders will retain ownership with the possibility of offering stock to key employees if deemed appropriate. Long-Term Development & Exit Plan Goals

Abonda is an innovative concept that targets a new, growing market. We assume that the market will respond, and grow quickly in the next 5 years. Our goals are to create a
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reputation of quality, consistancy and security (safety of food) that will make us the leader of a new style of dining. Strategies

Our marketing efforts will be concentrated on take-out and delivery, the areas of most promising growth. As the market changes, new products may be added to maintain sales.

Risk Evaluation

With any new venture, there is risk involved. The success of our project hinges on the strength and acceptance of a fairly new market. After year 1, we expect some copycat competition in the form of other independent units. Chain competition will be much later. Exit Plan

Ideally, Abonda will expand to five units in the next 10 years. At that time, we will entertain the possibility of a buy-out by a larger restaurant concern or actively seek to sell to a new owner.

COMPILATION 38: RULES OF GRAMMAR: 11 ESSENTIAL RULES OF GRAMMAR:


1. To join two independent clauses, use a comma followed by a conjunction, a semicolon alone, or a semicolon followed by a sentence modifier.

The delivery boy knew he carried strange cargo, but still ventured off unafraid. The delivery boy knew he carried strange cargo, but he still ventured off unafraid. My math teacher doesn't know how to lecture, she should have remained a student. My math teacher doesn't know how to lecture; she should have remained a student. Gregory has not changed physically; but has given himself an excuse to separate himself from the pain of previous experiences.

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Gregory has not changed physically, but he has given himself an excuse to separate himself from the pain of previous experiences.

2. Use commas to bracket nonrestrictive phrases, which are not essential to the sentence's meaning.
o o o o o o o

The bus driver with her ears tuned to the roar decided to take the grumbling bus on a detour across the football field. The bus driver, her ears tuned to the roar, decided to take the grumbling bus on a detour across the football field. My window as dirty as it is unleashes the beauty of nature on a snowy morning. My window, as dirty as it is, unleashes the beauty of nature on a snowy morning. King and Lucille, his customized black Gibsons have electrified audiences all over the world. King and Lucille, his customized black Gibsons, have electrified audiences all over the world.

3. Do not use commas to bracket phrases that are essential to a sentence's meaning.
o o o o

The man, who has too many ties, has too few necks. The man who has too many ties has too few necks. The cats, with six toes, are a unique attraction of the tour of Hemingway's house. The cats with six toes are a unique attraction of the tour of Hemingway's house.

4. When beginning a sentence with an introductory phrase, include a comma.


o o o o o o

After buying the five pound jar of marshmallow spread he set off in search of a bulk portion of peanut butter. After buying the five pound jar of marshmallow spread, he set off in search of a bulk portion of peanut butter. With this he bestows the responsibility of his own happiness on his mother and father. With this, he bestows the responsibility of his own happiness on his mother and father. As she begins to gain independence it is natural for Greta to regard the idea of dependency as repugnant. As she begins to gain independence, it is natural for Greta to regard the idea of dependency as repugnant.

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5. To indicate possession, end a singular noun with an apostrophe followed by an 's'. Otherwise, the noun's form seems plural.
o o o o o o

Though the lobsters claws were bound, the creature made a threatening gesture as they dropped it in the pot. Though the lobster's claws were bound, the creature made a threatening gesture as they dropped it in the pot. In a democracy, anyones vote counts as much as mine. In a democracy, anyone's vote counts as much as mine. There is a vast age difference between Victors mother and father. There is a vast age difference between Victor's mother and father.

6. Use proper punctuation to integrate a quotation into a sentence. If the introductory material is an independent clause, add the quotation after a colon. If the introductory material ends in "thinks," "saying," or some other verb indicating expression, use a comma.

Tumbling down the hill, Jack yelled: "Damn, I'm sick of this." Tumbling down the hill, Jack yelled, "Damn, I'm sick of this." Her letter spoke to him in harsh tones, "You never fail to repulse me." Her letter spoke to him in harsh tones: "You never fail to repulse me." He views the problem as a slight delay or a sickness that will eventually disappear, "how about going back to sleep for a few minutes and forgetting all this nonsense." He views the problem as a slight delay or a sickness that will eventually disappear: "how about going back to sleep for a few minutes and forgetting all this nonsense."

7. Make the subject and verb agree with each other, not with a word that comes between them.

The Thanksgiving dinner, right down to the beautiful centerpiece, were devoured by the escaped grizzly. The Thanksgiving dinner, right down to the beautiful centerpiece, was devoured by the escaped grizzly. The cart, as well as its contents, was gone. The cart, as well as its contents, was gone. The girl, along with her classmates, like the new teacher. The girl, along with her classmates, likes the new teacher.

8. Be sure that a pronoun, a participial phrase, or an appositive refers clearly to the proper subject.
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Its hump decorated in strings of flowers, the programmer rode the camel through the food court. The programmer rode the camel, its hump decorated in strings of flowers, through the food court. Filled with bad gas, he drove his car to Tucson despite the knocking. Although it was filled with bad gas, he drove his car to Tucson despite the knocking.

9. Use parallel construction to make a strong point and create a smooth flow.

I was glad to be departing for Australia but I was nervous when I left my apartment. I was glad to be departing for Australia but nervous to be leaving my apartment. The system excels at tasks such as communicating with other computers, processing records, and mathematical calculations. The system excels at tasks such as communicating with other computers, processing records, and calculating mathematical equations.

10. Use the active voice unless you specifically need to use the passive.

A refund was given to him by the hair regeneration company. The hair regeneration company gave him a refund. A good score was achieved by the team. The team achieved a good score. A box of chocolates and a dozen roses were presented to the girl by her boyfriend The boyfriend presented a box of chocolates and a dozen roses to the girl.

11. Omit unnecessary words.


o o o o o o

I would like to assert that the author should be considered to be a buffoon. The author is a buffoon. It would be safe to say that Gregory Samsa is not the only character in Franz Kafka's The Metamorphosis to undergo drastic changes. Gregory Samsa is not the only character in Franz Kafka's The Metamorphosis to undergo drastic change. Before going to the supermarket, we made a list of the groceries we needed in order to make the food that we intended to eat for dinner. Before going to the supermarket, we made a list of groceries that we needed for dinner.

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COMPILATION ETIQUETTES:
Purpose

39:

RULES

IN

BUSINESS

COMMUNICATION

In the business world, it's important to try to give the best impression possible. This is true whether you're dealing with co-workers, supervisors, executives or customers. Good manners will impress customers and earn their loyalty. Etiquette will also impress your peers and superiors and may help you get good assignments, raises and even promotions. Telephone Etiquette

Identify yourself and your business when you answer the phone, and ask the caller how you can help him. When he tells you, repeat the information to make sure you understood it correctly. If the caller is upset, remain calm and polite and try to reassure him that you will assist. If you need to put him on hold to check something, ask his permission. If you must call him back, get his number and repeat it to make sure it is right, then give him a time frame for your return call. If you need to transfer him to another person, let him know the name and phone number or extension of the party so he can call back directly in case he gets disconnected.

Email Etiquette

People tend to think of email as an informal means of communication, but it must have a professional tone when you use it for business. Keep emails short and to the point. This shows respect for the recipient's time. Make the Subject line as descriptive as possible. If you need a response within a certain time frame, state that clearly in the email. Provide your telephone number in case the recipient prefers to call you instead of replying by email. Sign the email with your full name, title and company. Do not send attachments without getting permission first. People are often reluctant to download an unexpected attachment because of the danger of viruses. Meeting Etiquette

Send out an invitation that includes an agenda so recipients can decide whether or not they need to be present. Send out a reminder the day before the meeting. Start it at the stated time out of respect for the people who show up on schedule. Make sure everyone has a chance to speak. Don't interrupt others, and don't allow other meeting participants to make interruptions. End the meeting at the stated time, giving a summary of what was covered and confirming any action items. If you didn't make it through the entire agenda, schedule another meeting rather than running overtime. This shows respect for attendees who may have something scheduled afterwards. Introduction Etiquette

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When you are being introduced to someone, you should always stand up, and if you are behind a desk, you should come around to the front for the greeting. Once someone has been introduced to you, don't automatically use his first name unless he gives permission. If you are the one making the introduction, base the order on business authority, and use the person's full name and title. Those who are highest in the hierarchy should always be introduced first.

COMPILATION 40: TIPS IN TELEPHONE CONVERSATION:


Telephone Etiquette Ask the caller, "May I know who I am speaking to?" Avoid unnecessary jargon and acronyms in your conversations. Use the caller's name in your conversation. Practice good listening skills. Make sure you speak clearly and are smiling as you answer the phone; also identify yourself. Before placing a caller on hold, ask their permission first and thank them. It is better to return a call than to keep someone on hold too long. If the phone rings back to you, you've kept them on hold too long. Do not forget to return the call as you promised. Do not permit the phone to ring in the office more than three times. Always use a pleasant, congenial and friendly tone. Never interrupt the person while he/she is talking to you. Never engage in an argument with a caller. Do not handle an unhappy caller's concern openly at the check-in and check-out desk. Do not make it a habit of receiving personal calls at work. Do not answer the phone if you are eating or chewing gum. Do not give the impression that you are rushed. It is better to return the call when you can give the person the time they need to handle the reason for their call.
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Learn how to handle several callers simultaneously with ease and grace. Return calls promptly that have been left on voicemail. Always get the best number (and an alternate) and the best time to have a call returned to the caller, especially if a manager or another team member must return the call. Do not ever leave a message with someone else or on an voice-mail regarding details of a delinquent account. Instead, leave a message asking the person to call the "Accounting Department." Always make collection calls in private and away from the patient flow or public areas. If possible, provide a telephone for patients/customers/clients to use. An area providing privacy is preferred. Do not call a patient, customer or client's home before 8:00AM or after 9:00PM, unless they've given you permission to do so.

Always have something available to write with. Answer calls by the second or third ring. Smile when you answer your calls. Even though the caller can't see it, they'll hear the smile in your voice. Use a "telephone voice" in which you control your volume and speed. Speak clearly. Be enthusiastic and respectful. If there is a problem, be concerned, empathetic, and apologetic. Thank the caller for calling. Ask them to call again. Never eat, drink, or chew gum while you are on a call.

-to GOD be the glory

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