TERMINOLOGY

= the study of terms in context

TERM = word / compound
PRPO!E" rese#rch for correct us#$e% document#tion
INTER&I!'IPLIN(RITY"
- LINGI!TI'! )T*EORETI'(L + (PPLIE&,"
TR(N!L(TION - re.#ted discip.ine
/(RIETIE! O0 L(NG(GE!
LE1I'OLOGY
LE1I'OGR(P*Y
TERMINOLOGY
'OMMNI'(TION
&O'MENT(TION
'ORP! LINGI!TI'!
L!P
'OMPTER !'IEN'E - mutu#. interest
!O'IOLOGY )!O'IOTERMINOLOGY,
(NY OT*ER 0IEL& 222
1
TERMINOLOGY (N& !PE'I(LI3E& 'OMMNI'(TION
4!INE!! 'OMMN'(TION
BUSINESS LETTERS
Effective commercial letters - commercial style
- RULES:
- clarity
- concision
- logical develoment of ideas
- oliteness
!LUS:
- aroriate register
- elements to reveal t"e senders serio#sness
- "is a$areness of dra$ing # a formal letter %no smiling faces& 'o(es& irony etc)*
- co"esions and co"erence
- roof t"at t"e sender "as +een follo$ing a definite o+'ective)
- it s"o#ld dra$ t"e readers attention
L,-.UT / tyical of commercial corresondence
0.NTENT - s"o#ld facilitate an easy reading and #nderstanding +y means of clear& recise and
s"ort sentences
- t"e ideas s"o#ld +e e1ressed in a logical develoment so as to avoid
mis#nderstanding
T"erefore& #5oid #sing:
- long sentences
- comlicated e1ression
- e1aggerations
- reetitions even if #nder different forms %elegant reetitions*)
2
0oncision: - s"ort sentences gro#ed toget"er in aragra"s in a logical manner
Tone: - agreement $it" letter content:
- determined
- conciliating
- friendly
- ers#asive etc)
T"e data %fig#res& dates etc)*: correct and acc#rate
0orrectness
3oca+#lary: - %more or less* secific
- stereotye e1ressions in t"e s#ita+le stylistic manner
4riting efficient 6usiness .etters 5 "aving t"e a+ility to "andle simle and direct lang#age
+eing olite $it"o#t seeming timid
+eing direct yet not r#de
concise rat"er t"an a+r#t
firm +#t not infle1i+le)
T*E L(Y7OT O0 T*E LETTER
RLE!"
1) a +alanced osition of t"e te1t on t"e age& according to its lengt"
2) t"e left margin of 2)6-7 cm
7) '#stified alignment of t"e te1t8 on t"e rig"t "and side a margin of at least 1 cm8 t"e +loc(
alignment / tyical of ,merican corresondence& +#t in contin#o#s e1tension: +loc(
alignment to t"e rig"t& incl#ding "eading& sal#tations etc)
9) no $ord division into sylla+les at t"e end of t"e line
6) creating aragra"s $it" 1-line sacing +et$een t"em
:) contin#e t"e te1t on a ne$ age only if it contains at least t$o lines
7
;) t"e second age s"o#ld contain "eading& date and age no)
<) enclosed doc#ments s"o#ld +e indicated +y #sing t"e a++reviations: Encl)=En)=Enc)=Enclos)
in t"e left +ottom corner& +elo$ t"e signat#re
%e)g): Enc) Invoice >
-o#rs fait"f#lly&
?o"n Smit"*
@) No ost-scrit#m %!S*& as it can denote carelessness on t"e senders art)
828 'ONTENT! O0 T*E LETTER
It "as +een internationally agreed on t"e follo$ing elements t"at an official letter s"o#ld
contain:
- letter"ead = letter-"eading = "eading %senders address* %antet*
- date
- reference line %referinAe*
- inside address %adresa destinatar#l#i = interioarB*
- attention line
- sal#tation %form#la de sal#t*
- s#+'ect line %o+iect#l scrisorii*
- +ody of t"e letter %conAin#t#l scrisorii*
- comlimentary close %form#la de Cnc"eiere Di sal#t*
- signat#re
- enclos#res %ane1e*
- coies
The Letterhe#d )"eading*
- #s#ally in t"e middle of t"e age
- it generally contains:
- name of t"e comany& instit#tion& factory& +an( etc) follo$ed +y
Ltd)=0o)Ltd) %mainly Britis"*=Inc) %#s#ally ,merican*
- activity field
- address and "eadE#arters in t"e follo$ing order: street=+o#levard etc)&
n#m+er& +#ilding etc&) city& co#ntry& Fi code
9
- "one n#m+ers
- fa1 no)
- !).) +o1 no)
- t"e +an(%s* $"ere t"e comany can receive ayments etc)
The &#te
- +elo$ t"e "eading:
12
t"
Ge+r#ary=Ge+) 2HH6 %BE*
Ge+r#ary=Ge+) 12
t"
2HH6 %,E*
(66re5i#tions shou.d 6e #5oided9
e)g): 12)2)2HH6 5 12
t"
Ge+) 2HH6 %BE*
5 2
nd
Iec) 2HH6 %,E*
In BE t"e follo$ing a++reviations stand for:
- Jinst)K is sometimes #sed for Jinst#ntK& i)e) t"e act#al mont"8
- Jprox)K for JproximoK& i)e) ne1t mont"8
- Ju.t)K for Ju.timoK meaning Jlast mont"K)
The Reference Line
- "els at identifying t"e sender and t"e toic more easily)
- it comes on t"e rig"t side& +elo$ t"e date)
Your Ref. vs. Our Ref.
- #s#ally in fig#res& +#t sometimes in letters or mi1ed)
The Inside (ddress
- rig"t +elo$ t"e reference line
- #sed esecially $"en t"e letter is sent in a transarent enveloe)
T"e receivers title is indicated as Mr./Mrs./Miss or& $"en t"e marital stat#s of a $oman is not
(no$n& Ms2
Dr./Prof) is laced in front of t"e ersons name)
6
,fter t"e name: t"e a++reviations:
:r2/:un2/:ur) 5 '#nior
4ros) 5 +rot"ers %e)g) Lesses Bro$n& Bros)*
Es;) 5 esE#ire %no+le title in M)B)*
T"e receivers osition is indicated in M)B) instead of t"e title:
e)g): General Manager 0arl Smit"&
$"ereas in t"e US,& t"e osition of t"e erson is stated after "is="er title and name:
e)g): Mr. 0arl Smit"& General Manager
The (ttention Line
- it starts $it": 0or the #ttention of>)
- it is an alternative to incl#ding t"e senders address in t"e letter
- or& it can follo$ t"e inside address at a t$o-line distance +elo$ it
- #nderlined)
- it can also +e red#ced to J,ttentionK or J,ttn)K:
e)g): Gor t"e attention of t"e E1ec#tive Lanager
,ttention t"e Secretary
,ttn: T"e Ginancial Ieartment)
!#.ut#tion
- Iear N title N name %Ncomma /MB*
e)g): Iear Lr)=Ir) ?o"nson&
,lternatively:
- Iear Sir&
- Iear Sirs& %#sed to address a comany*
- Iear Ladam& %to a $oman $"ose name t"e sender does not (no$*
- Iear Sir or Ladam&
- Mentlemen: %US / follo$ed +y a colon& not comma*
The !u6<ect Line
- it indicates t"e toic t"e letter is a+o#t
:
- very #sef#l in cases $"en t"e sender doesnt address a certain erson in an instit#tion +eca#se of
not (no$ing t"e eole $or(ing t"ere or t"e internal organiFation of t"e instit#tion=comany "e is
$riting to)
- +y introd#cing t"e s#+'ect line& t"e letter "as t"e c"ance to reac" t"e erson in c"arge of t"e
ro+lem faster
- it is laced after t"e sal#tation and is dra$n attention to +y +eing #nderlined)
The 4ody of the Letter
Gorm: +loc(ed or indented %+e conseE#ent*
T"e content of t"is art is t"e message of t"e letter& i)e) t"e most imortant art of it)
T"e lengt": - deends on t"e message itself
- not too long
- only relevant information and imortant details
- do not omit vital asects of t"e message %T"e sender s"o#ld not co#nt on t"e
receivers common sense and s#ose t"at t"e "idden information is #nderstood)*
- clear mentioning of essential data is cr#cial for a "elf#l res#lt %receivers seldom
+ot"er to as( +ac( for information*)
- t"e necessary oints s"o#ld +e made in a logical seE#ence& t"#s easy to follo$
- eac" idea is to +e t"e s#+'ect of one aragra"& and t"e aragra"s s"o#ld +e lin(ed
toget"er in a meaningf#l $ay)
- letters t"at are conf#sing or diffic#lt to #nderstand ma(e a +ad imression and do
not lead to t"e e1ected resonse)
- lanning letters +efore"and is #sef#l in order to +#ild t"em # $it" a logical
str#ct#re %telegra"ically*
In letter lans& ay attention t"at:
a* all t"e relevant oints "ave +een incl#ded
+* t"e irrelevant information gets erased from t"e list
c* t"e information is in t"e rig"t order8 for t"is #rose yo# may n#m+er t"e ideas on yo#r note
and $rite t"em in t"e letter accordingly)
T"e +ody of t"e letter is #s#ally made # of:
- t"e introd#ctory aragra" %i*
- t"e message roer %ii*
- t"e ending %iii*
;
i2 The introductory p#r#$r#ph"
- imortant +eca#se: - it sets t"e tone of t"e letter
- it contri+#tes& toget"er $it" t"e lay-o#t& to t"e receivers +#ilding # "is first
imression on t"e sender and t"e comany on +e"alf of $"ic" t"e sender $rites)
- determined in content +y t"e s#+'ect of t"e letter: $"et"er it is an initial letter& or an ans$er to
some (ind of received letter)
- it $ill start +y: - introd#cing yo#rself and t"e comany& or
- t"an(ing t"e sender for "is letter
- t"e s#+'ect of t"e letter can +e stated #nless it "as +een mentioned in t"e s#+'ect line)
E)g)
a* initiating letters:
- 4e are leased to inform yo# = let yo# (no$ >
- 4e "ave leas#re in informing yo# = letting yo# (no$ >
- 4e "ave t"e leas#re to inform yo# = to let yo# (no$>
- 4e "ere+y $is" to inform yo# >
+* letters of rely:
- In ans$er = rely >
- 4e are $riting in rely to yo#r letter >
- 4e are leased to find o#t t"at>
- 4e are delig"ted to "ear >
- 4e are glad to receive yo# letter of >=dated>
- 4e "ave ta(en %d#e* note of >
c* t"an(ing letters:
- Lany t"an(s for yo#r %(ind* letter >
- 4e ta(e t"is oort#nity to t"an( yo# >
d* letters of ac(no$ledgement:
- T"is is to confirm >
<
- 4e "ere+y confirm = ac(no$ledge >
- 0onfirming >)
- In confirmation of >
e* letters t"at e1ress regrets = aologies:
- 4e regret t"at>
- 4e are sorry a+o#t >
%not +eing a+le to ans$er in time = not +eing a+le to send yo# an ans$er=offer etc) sooner etc) =
Unfort#nately yo#r revio#s letter arrived $it" some delay etc)*
Notes:
- Letters of rely& on t"e one "and& and t"an(ing letters& letters of ac(no$ledgement and
letters t"at e1ress regrets or aologies& on t"e ot"er "and& can +e com+ined& as t"e latter
category also comes in resonse to a received letter)
- In case yo# "ave decided to secify t"e s#+'ect in t"e +ody of t"e letter& yo# can start in one
of t"e follo$ing $ays:
e)g): - T"e s#+'ect of o#r=t"is letter is: - to inform yo# of >
- to let yo# (no$ a+o#t >
- to dra$ yo#r attention >
- to anno#nce yo# >
- to notify yo# >
ii2 The mess#$e proper
a* Ne#tral +eginning:
e)g): - ,t yo#r s#ggestion = reE#est>
- ,s a res#lt of o#r tal(s >
- In conformity $it" >
- ,ccording to yo#r recommendation = instr#ctions = demand>
+* Letters e1ressing agreement:
e)g): - 4e agree to >
- 4e agree $it" yo# in >
- 4e "ave agreed on=#on >
c* Letters e1ressing ref#sal and disagreement
e)g): - 4e "onestly regret to inform yo# a+o#t >
@
- 4e are sorry to ref#se yo# >
- Unfort#nately& $e are o+liged to ref#se
- 4e are very sorry to +e comelled to t#rn do$n yo#r invitation>
- 4e are a$f#lly sorry to decline yo#r offer>
- To o#r #tmost regret& $e "ave to e1ress o#r disagreement >
- L#c" to o#r regret >
iii2 The endin$
a* Ne#tral endings:
e)g): - 4e are loo(ing for$ard to >-ing >
- Loo(ing for$ard to >-ing >
- 4e $o#ld areciate yo#r romt ans$er >
- -o# $ill find enclosed >
+* Ending for e1ressing t"e $is" for cooeration:
e)g): - 4e %do* "oe to esta+lis" good +#siness relations >
- 4e are confident t"at t"is is t"e +eginning of a fr#itf#l cooeration>
- 4e are s#re t"at o#r offer meets yo#r reE#irements>
- 4e "oe to receive a favo#ra+le rely >
c* Endings in t"an(ing letters:
e)g): - 4e t"an( yo# for >
- 4e t"an( yo# in anticiation = in advance >
- Being t"an(f#l for >
d* Endings in letters of aology:
e)g): - ,ologiFing once more >
- !lease accet o#r aologies >
- 4e %do* aologiFe for >
1H
The 'omp.iment#ry '.ose
.tionally& t"e comlimentary closes start $it" more or less formal "rases li(e: 4e "oe to "ear
from yo# soon& 4e are loo(ing for$ard to "earing from yo# soon etc)
Oo$ever& t"e final comlimentary note is com#lsory and can vary from BE to ,E as follo$s:
In BE t"ere are t$o common $ays of ending letters:
- J-o#rs fait"f#llyK / $"en t"e letter starts $it" Iear Sir%s*& = Iear Ladam& = Iear Sir or
Ladam)
- J-o#rs sincerelyK $"en t"e letter starts $it" a ersonal name Iear Lrs) Oayes = Iear Lr)
?o"nson
To +e avoided: J4e remain yo#rs fait"f#llyK& JResectf#lly yo#rsK etc)& %rat"er old-fas"ioned*)
T"e comlimentary close can +e follo$ed +y a comma& +#t it is not com#lsory)
In ,E& t"e comlimentary close can +e in +ot" official and rivate letters: -o#rs tr#ly or JTr#ly
yo#rs)
Informal letters can also end $it" Best $is"es& Pind regards& Best regards)
!osition: t$o lines +elo$ t"e +ody of t"e letter& on t"e left in +loc(ed-tye letters& and at t"e
senders c"oice / in t"e middle or on t"e rig"t / in indented-tye letters)
!i$n#ture
- rig"t after t"e comlimentary close and is follo$ed immediately +y t"e senders name in f#ll or in
a++reviation of "is first name l#s "is last name in f#ll)
- t"e name can +e eit"er receded or follo$ed +y t"e senders title $it"in +rac(ets& i)e) %Lr)*& %L
iss*& %Lrs)* or "is osition in t"e comany "e reresents can +e mentioned #nder t"e name)
- sometimes& t"e signat#re is receded +y t"e name of t"e comany #nless t"is +ecomes relevant in
t"e official stam accomanying t"e senders signat#re)
11
- if t"e erson signing t"e letter acts on +e"alf of t"e management of t"e instit#tion& t"is s"all +e
mentioned as s#c":
- er roc#rationem = er ro = ))& %rin roc#ra entr#* 5 t"e erson $riting t"e
commercial letter "as +een emo$ered +y t"e one $"o $o#ld "ave +een in c"arge of it
%ossi+ly t"e management* to sign t"e letter)
- for and on +e"alf of)
T"e a++reviation )) is common and recedes t"e senders name:
e)g): )) O) Lartin
E1ec#tive Iirector
- ost-scrit#m %!)S)* - not advisa+le
Enc.osures
T"e e1istence of enclos#res is to +e mentioned at t"e +ottom of t"e s"eet of aer as:
Enc)=Encl)=Enclos)
T"e names of t"e enclosed doc#ments may also +e listed)
The En5e.ope
- t"e same as t"e inside address
- in transarent sort enveloes& t"e inner address is s#fficient)
Tyes of mailed=osted letters:
- Registered mail %coresondenAB recomandatB*
- By air mail
- Registered air mail %recomandatB rin avion*
- By e1ress mail %oDtB raidB*
- !rinted matter %materiale tiBrite*
- !rinted aer / red#ced rate %tiBrit#ri c# tarif red#s*
- Boo(s only %cBrAi& +roD#ri& cataloage*
- Seasons cards %felicitBri de seFon*
12
- Unsolicited gifts %o+iecte de reclamB& agende& calendare etc)*
- Samle $it"o#t val#e
- Ret#rn if not delivered %a se ret#rna Cn caF de nedistri+#ire*
- !lease do not +end
- Secial delivery %e1ediere e1resB*
- !oste-Restante=To +e called for
Secial attention notes:
- !ersonal = !rivate
- 0onfidential
T"e enveloe can also contain an attention line or '/O %5care of* / if t"e letter is for someone
secific at t"e address of an instit#tion)
T"e lay-o#t can +e also +loc(ed or indented)
T"e senders address can +e $ritten in t"e #er left "and corner or on t"e +ac( side of t"e
enveloe)
'opies
It "aens t"at t"e same letter is sent to several eole& aart from t"e main reciient) T"is $ill +e
mentioned at t"e end of t"e letter as c.c. %car+on coy* or b.c.c. %+lind car+on coies*) T"e latter
version indicates t"at t"e sender does not $ant t"e main reciient to (no$ t"at ot"er eole also
receive coies of t"e doc#ment) T"erefore& t"e a++reviation b.c.c. $ill not +e mentioned on t"e
main reciients coy)
EN=IRIE! IN=IRIE!
Gor s"ort information& t"ey can ta(e t"e form of:
- tele"oned
- fa1ed reE#ests
- e-mailed
Gor f#ller enE#iries a letter s"o#ld +e $ritten)
17
1) 4riting letters of enE#iry
828 Openin$
Tell yo#r s#lier $"at sort of comany yo# are:
e)g) We are a co-operative wholesale society based in Bucharest
Our company is a subsidiary of ... and we specialie in ... .
We are one of the main producers of bearings in !omania" and we are
interested in ...
Oo$ did yo# "ear a+o#t t"e comany yo# are $riting toQ %artners& recommendations etc)*
e)g) We were given your name by the #hamber of #ommerce and $ndustry in
Bucharest.
%he &merican 'mbassy in Bucharest told us that you were loo(ing for an
agent in !omania to represent you.
We were advised by Mr. )avid *mith of +ondon that you were interested in supplying
... .
82> 4ody of the .etter
82>28 (s?in$ for c#t#.o$ues% price7.ists% 6rochures
- +riefly oint o#t any artic#lar items yo# are interested in:
e)g) #ould you please send us your current catalogue and price-list for
e,hibition stands- We are particularly interested in furniture display stands.
We would appreciate your sending us an up-to-date price-list for your building
materials.
Would you let us have your summer brochure for holidays to 'gypt" and supply
details of any low fares and tariffs for the month of *eptember-
19
82>2> (s?in$ for det#i.s
o +e secific and state e1actly $"at yo# $ant
o if relying to an advertisement& mention t"e magaFine& ne$saer& t"e date& and E#ote any
+o1 n#m+er or deartment n#m+er given)
o if referring to& or ordering from a catalog#e& +roc"#re& or leaflet& al$ays E#ote t"e reference&
e)g)
0at) No) B72H& Item No) 27H)
e) g) We have seen your advertisement in the .uly edition of /'lectronic
0roduct 1ews2 and would be grateful if you would let us have details of...
Will you please send us your #at. 1o. B345 and the price-list for the
following products)
82>2@ (s?in$ for s#mp.es% p#tterns% demonstr#tions
Before lacing an order& a c#stomer mig"t $ant to see $"at a material or item loo(s li(e)
Lost s#liers are ready to rovide samles or atterns so t"at t"e c#stomer can ma(e a
selection)
In t"e case of a comle1 iece of mac"inery $"ic" cannot +e sent to t"e c#stomer& "e $o#ld
+e invited to visit a s"o$room)
e)g) We would appreciate a sample of each of the items listed above so that we
can e,amine the te,ture and 6uality.
Before selling toys we prefer to test them for safety. #ould you therefore send us at
least two e,amples of these children2s bicycles-
16
82>2A !u$$estin$ terms% methods of p#yment% discounts
Even if rices and conditions are E#oted in advertisements& it is ossi+le to mention t"at yo# e1ect
certain concessions)
e)g) #ould you let us (now if you allow cash or trade discounts-
We intend to place a substantial order" and would therefore li(e to (now
what 6uantity discounts you allow)
82@ '.osin$
- a simle t"an( yo# is s#fficient N mentioning t"at a romt rely $o#ld +e areciated)
e)g) %han( you for your attention. We hope to hear from you in the near future.
We would be grateful for an early reply.
We would appreciate a prompt answer.

N indicate f#rt"er +#siness:
e)g) $f the product is satisfactory" we will place further orders with you in the
future.
$f the prices 6uoted are competitive" and the 6uality up to standard" we will order on
a regular basis.
O00ER!
- t"ey reresent %toget"er $it" enE#iries* t"e re-contract#al stages in t"e common seE#ence of
commercial corresondence
- t"ey are #s#ally iss#ed in resonse to a letter of enE#iry +y otential sellers / t"e offerers
- t"ey imlicitly e1ress t"e offerers availa+ility and $is" to enter +#siness $it" t"e reciients of
t"e offers& t"e $o#ld-+e c#stomers& also called offerees
- t"ey can +e sent eit"er at a comanys reE#est or at t"e sending comanys o$n initiative
- offers can +e legally +inding or simly informative %$it"o#t engagement*)
If t"e reciient of t"e offer resonds +y acceting t"e offer and ossi+ly giving t"e offerer a artial
ayment& t"at artic#lar offer may +ind t"e offerer to t"e terms of t"e offer)
1:
If t"e offerer "imself accets t"e ayment& it means t"at a deal "as +een str#c() T"en t"e offerer is
legally o+ligated to follo$ t"ro#g" on t"e agreement) If t"e offerer fails to f#lfill t"e terms of t"e
offer& t"e offeree may see( a remedy in co#rt)
- among t"e +inding offers: 'o+ offers: s#+seE#ent to disc#ssions& negotiations and sometimes
intervie$s for a vacant osition in a comany)
- in s#c" circ#mstances& offers mainly secify in $riting $"at "as +een revio#sly agreed on as
regards t"e emloyment conditions
- In some legal systems& t"ere is t"e so-called Rmirror image r#leR& stating t"at if one accets an
offer& one m#st accet t"e offer e,actly& $it"o#t modifications8
- If one c"anges t"e offer in any $ay& t"is is a co#nter-offer t"at cancels t"e original offer)
- vario#s tyes of offers& +#t all of t"em follo$ a similar attern in matter of lay-o#t:
82 Openin$ of Offer Letters
- ma(ing reference to t"e revio#sly received letter of enE#iry or disc#ssions
- reasons for sending an offer - if t"e offer is not sent at reE#est
- "o$ senders "ave fo#nd t"e receivers address or e-mail address
- e1ressing t"e interest to start or contin#e colla+orating $it" t"e receiving comany
e)g) 4e $o#ld li(e to t"an( yo# for yo#r letter of enE#iry of >
T"ere $as a leas#re to receive yo#r enE#iry as(ing to find o#t a+o#t o#r rod#cts>
,t yo#r reE#est& $e are sending yo# t"e offer for>
4e "ave +een informed of yo#r comany +y >
,t t"e s#ggestion of Lr) >& lease ta(e notice of o#r offer >
,s $e "ear yo# mig"t +e interested in>)& $e "ere+y send yo# o#r offer
for >
>2 4ody of the Offer
5 t"e s#+'ect of its +ody
- t"e merc"andiFe or services are descri+ed in detail in terms of:
name of rod#ct
1;
e)g) 4e are glad to offer yo# o#r ne$ +rand %he Golden Butterfly >
rice of delivery
e)g) !lease find enclosed o#r offer toget"er $it" t"e E#otations >
,s stated +efore& $e are a+le to offer yo# o#r rod#cts at t"e lo$est rice
of >
.#r rices range from > to >
ossi+le disco#nts
e)g) 4e "aily inform yo# t"at $e are in a osition to grant yo# a 16S
disco#nt if yo#r order e1ceeds 2HHH items)
ayment conditions
e)g) 4e reE#est ayment in cas" $it"in 16 days)
.#r terms incl#de ayment +y Irrevoca+le Letter of 0redit)
E#ality and g#arantee of t"e merc"andiFe
e)g) T"e E#ality of t"e offered rod#cts corresonds to t"e samles yo# "ave
e1amined)
4e can offer a 7H-day g#arantee for t"e foot$ear)
delivery conditions& etc)
e)g) T"e goods are ready to +e delivered in 1H days after yo#r s#lying t"e
order)
- recise mention of t"e offer tye& i)e) $"et"er it is conditioned& +inding& informative& etc)
e)g) T"is offer is +inding #ntil >
T"e resent offer is firm)
- t"e eriod of validity of t"e artic#lar offer is to +e stated as $ell:
e)g) 4e s"all (ee t"is offer valid #ntil >
T"is offer e1ires on >
- ot"er ieces of information considered +y t"e sending comany necessary to increase t"e c"ances
for t"e offer to +e acceted can +e added8 s#c" information often ta(es t"e form of disg#ised
#+licity)
@2 '.osin$ of Offers
- e1ressing "oe for cooeration $it" t"e receiving comany
1<
- loo(ing for$ard to "aving an order laced and closing a contract)
e)g) !lease +e so (ind and confirm yo#r accetance >
Pindly let #s soon (no$ a+o#t yo#r decision)
4e are confident t"at o#r offer $ill meet yo#r reE#irements)
4e do "oe t"at yo# $ill +e interested in o#r offer and send #s a rely as
soon as ossi+le)
!lease do not "esitate to lace yo#r order +efore long)
4e loo( for$ard to receiving yo#r order)
'2 OR&ER!
If offers are acceted& t"e ne1t stage is lacing an order& $"ic" is a confirmation of t"e fact t"at t"e
conditions secified in t"e offer "ave +een received and agreed on)
82 P.#cin$ #n Order
- orders are generally $ritten on a comanys official order form
- it secifies t"e date and t"e reference n#m+er8 any corresondence $"ic" refers to t"e order
s"o#ld indicate s#c" data)
- an order form s"o#ld al$ays +e accomanied +y a co5erin$ .etter $"ic" allo$s yo# to ma(e any
necessary oints and confirm t"e terms t"at "ave +een agreed #on& i)e) ayment& disco#nts&
delivery& and ac(ing)
#, Openin$
- e1laining t"at t"ere is an order accomanying t"e letter)
e)g) 4e ta(e leas#re in lacing t"e enclosed .rder No) ,7291 for >
T"an( yo# for yo#r rely of 29 ?#ly regarding t"e tyres $e $rote a+o#t) !lease
find enclosed o#r official .rder No) :;712 for))) )
6, P#yment
- confirmation of t"e terms and conditions of ayment)
e)g) 4e $o#ld "ere+y li(e to confirm t"at ayment is to +e made +y irrevoca+le letter of
credit& for $"ic" $e "ave already alied)
,s agreed +efore"and& yo# $ill dra$ on #s at 16 days& doc#ments against
accetance& $it" t"e doc#ments +eing sent to o#r +an( at ))) )
1@
c, &iscounts
- disco#nts agreed #on s"all +e confirmed as $ell:
e)g) 4e $o#ld li(e to e1ress o#r t"an(s for t"e 2HS trade disco#nt $"ic" $e consider
E#ite satisfactory)
4e are very gratef#l for t"e 16S trade disco#nt and 1HS E#antity
disco#nt yo# allo$ed #s)
d, &e.i5ery
- confirming t"e delivery deadlines
e)g) .ne of t"e firm conditions of t"is order is delivery +efore Larc"& and $e reserve t"e
rig"t to ref#se goods delivered after t"at time)
It is essential t"at t"e merc"andiFe s"o#ld +e delivered +y t"e end of
,ril)
e, Methods of &e.i5ery
- advise t"e firm of "o$ yo# $ant t"e goods sent& so t"at if t"e goods arrive late& or in a damaged
state& yo#r letter is evidence of t"e instr#ctions given +y yo#)
e)g) 4e advise delivery +y train to avoid reeated "andling of t"e fragile goods)
Pindly for$ard t"e goods as secified on t"e attac"ed order form)
f, P#c?in$
- advise yo#r s#lier of "o$ t"e goods s"o#ld +e ac(ed:
e)g) T"e arts s"o#ld +e $raed in grease-roof aer t"at is reinforced to avoid $ear
+y friction)
T"e goods s"o#ld +e ac(ed $it" t"ic( oilclot" lining)
4ater-roof ac(ing as #s#al in tin-lined cases)
$, '.osin$
e)g) If t"is order is comleted to o#r satisfaction& $e $ill s#+mit f#rt"er
orders)
4e loo( for$ard to receiving yo#r ac(no$ledgement=s"iment)
!lease ac(no$ledge receit of o#r order)
2H
>2 Refusin$ #n order
- ossi+le reasons: - +eing o#t of stoc(
- t"e c#stomer may "ave a +ad re#tation
- t"e s#lier may not li(e t"e terms t"e c#stomer "as as(ed
$"et"er as concerns delivery& disco#nt& or ayment
- "o$ever: olite manner and t"e terms s"o#ld +e generaliFed so t"at t"e c#stomer does not t"in(
t"is ref#sal alies to "im ersonally
- it is not advisa+le to #se $ords s#c" as re'ect or ref#se8 +#t rat"er: decline and t#rn do$n
e)g) 4e regret to inform yo# t"at $e are o#t of stoc( of t"e rod#ct yo# ordered& +#t as
soon as $e are in a osition to s#ly it& $e $ill get in to#c" $it" yo# again)
4e $ill +e #na+le to accet any more orders for t"is item #ntil f#rt"er notice)
Since rod#ction diffic#lties force #s to decline f#rt"er orders for t"e time +eing& $e
"oe yo# $ill #nderstand t"e circ#mstances and $ill contact #s again in t"e near
f#t#re)
4e cannot accet yo#r order +eca#se a reeat order at t"e old rice is imossi+le)
4!INE!! NEGOTI(TION
T"e +#siness negotiation is t"e most imortant stage +efore entering a contract and roceeding to
+#siness roer) No$adays& more and more foreign or m#ltinational comanies see( artners"i
internationally& and most +#siness affairs are disc#ssed in Englis") In negotiation& not only defining
ones needs and riorities is cr#cial& +#t also (no$ledge of princip.es #nd str#te$ies for
ne$oti#tion of t"e negotiator& as +#siness artners "ave t"eir o$n needs and interests) Gor t"is
reason& it ta(es exce..ent ne$oti#tion s?i..s to 6#.#nce the needs of the two p#rties% #s we.. #s to
de#. with conf.ictin$ interests)
Negotiation s(ills s#+s#me:
- very good comm#nication
- resentation
- arg#mentation a+ilities
21
T"e negotiator needs to rovide t"e otential +#siness artner $it" a favo#ra+le resentation of "is=
"er comany in terms of experience% seriousness #nd $ood ;u#.ity) T"e comanys intentions
s"o#ld +e $ell defined and resented in a .o$ic#. #nd con5incin$ w#y2 Realistic sol#tions s"o#ld
+e come # $it"& $"ic" s"o#ld satisfy +ot" arties)
Negotiation strategies:
1) 0ometitive strategies or J$in-loseK strategies
T"ey are centered on only one artys ma1im#m advantage& at t"e e1ense of t"e ot"er) T"is
s#oses t"at one of t"e arties is infle1i+le& intolerant and careless a+o#t t"e ot"er artys needs)
2) 0ooeration strategies or J$in-$inK strategies
,doting s#c" strategies& +ot" arties $ill $in) T"is means t"at t"ey +ot" accet to ma(e certain
comromises so t"at t"e +#siness s"o#ld +e +eneficial for +ot" arties) S#c" strategies "ave t"e +est
c"ances to lead to long-term +#siness relations)
7) Lose-lose strategies
Lose-lose sit#ations may occ#r eit"er d#e to adoting assive strategies or destr#ctive ones)
Being assive or inactive in negotiation is similar to giving # fig"ting for +eneficial +#siness)
T"ere may +e reasons $"y& d#ring t"e negotiation& one of t"e arties needs to +ac( off)
.n t"e ot"er "and& +eing destr#ctive& i)e) totally infle1i+le and insensitive to t"e ot"ers needs or
roosals is also against t"e rinciles of effective negotiation& or even e1ceeds t"e limits of
negotiation) Imosing terms and conditions on t"e ot"er arty eE#als fail#re in negotiation and
effective comm#nication as $ell) T"is res#lts in +rea(ing +#siness relations and a loss for +ot"
arties involved)
9) S#+missive strategies
T"ey are s#+missive on #rose& #s#ally in relation to limited oints in t"e negotiation) T"e #rose
of temorarily acceting t"e osition of t"e loser& $o#ld +e to ta(e advantage over anot"er& ossi+ly
more imortant oint)
Oere are some tis for s#ccessf#l negotiators:
+e a good listener
so#nd o#t yo#r artners oinion
+e considerate to$ards yo#r artners vie$s
ma(e s#ggestions and dont give orders
ma(e roosals and co#nter-roosals
defend yo#r osition calmly and sensi+ly
22
+e ers#asive and insistent
ma(e ertinent concessions
do not interr#t yo#r interloc#tor
do not "esitate and +e evasive
e1ress confidence in good +#siness relations
never +e r#de or im#lsive
'ONTR('T!
- are al$ays gro#nded on revio#s +#siness negotiation
- state t"e terms agreed on +y t"e arties eit"er orally or in $ritten corresondence
- are meant to esta+lis" t"e +asis for +#siness roer& t"at $ill +e cond#cted
strictly according to t"e contract#al and t"e legal rovisions in force at t"e time
of t"e contract
- t"at is $"y& contracts need to +e rofessionally and caref#lly dra$n #8
conseE#ences of deficient contracts can lead to "ig" damages for one or t"e ot"er
arty involved
- legal cons#lting is most often aealed to $"en dra$ing # contracts& esecially
if t"e val#e of s#c" a contract is "ig")
Tyes of contracts:
T"e most common contract is t"e S,LES 0.NTR,0T) S#c" contracts generally contain t"e
follo$ing c"aters& $"ic" are ordered at t"e arties c"oice& #s#ally follo$ing a logical and real
develoment of facts:
- !ream+le
- E1lanations = Iefinitions
- .+'ect of t"e ,greement
- I#ration = 3alidity !eriod of t"e ,greement
- T"e !arties Rig"ts and Lia+ilities
- Terms of Ielivery
- !rices and !ayment Terms
- !eriod of M#arantee = Services
- Gorce La'e#re
- Litigations = ,r+itration
27
- 0ancellation of t"e ,greement
- Liscellaneo#s = Ginal Terms
.t"er contracts: - Leasing 0ontract
- Licence 0ontract
- ,gent 0ontract
- 0ommission 0ontract
- ,gency 0ontract
- 0oncession 0ontract
- Granc"ising 0ontract
- 4are"o#sing 0ontract
- Ins#rance 0ontract
- Engineering 0ontract
- 0ons#lting 0ontract
'(N'ELL(TION O0 'ONTR('T!
,fter sending a letter of comlaint& t"e letter of ad'#stment and t"e receivers ma(ing # for t"e
inconvenience& t"e contract may contin#e #nder good conditions) Still& t"ere are sit#ations $"en t"e
resonse to comlaints is not t"e e1ected one) T"is can #ltimately lead to t"e cancellation of t"e
contract or t"e agreement +et$een t"e t$o arties involved in +#siness affaires)
0ancellation can +e referred to in revio#s letters of comlaint in t"e follo$ing $ays:
7nless you don2t consider accommodating our re6uest" the contract will be null and void.
$f you don2t repair the pre8udice" we will we obliged to cancel the contract.
&s you have not opened the +etter of #redit" we will be compelled to re6uire the
cancellation of the contract and to claim damages for the losses you caused.
Before ta(ing meas#res of contract cancellation or even s#ing t"e ot"er arty& amica+le disc#ssions
%$"et"er oral or in $riting* need to ta(e lace)
In e1treme cases& $"en solving litigations amica+ly "as failed& #r6itr#tion is t"e a#t"ority to deal
$it" contract#al dis#tes) T"ese may arise d#e to several reasons:
- t"e merc"andise is +elo$ standard8
- damage of goods d#e to inadeE#ate ac(ing8
- ref#sal to relace lo$ E#ality= damaged goods8
29
- damage d#e to imroer storage facilities8
- damage or ot"er inconvenience d#e to late s"iment8
- deficiency occ#rred d#ring t"e eriod of g#arantee8
- s"ort-s"iing8
- overloading8
- fail#re to ay according to an invoice %late ayment or lac( of it*8
- inconvenience d#e to late or lac( of f#ll ayment)
- ref#sal to ay damages
,eal to ar+itration s"o#ld also +e mentioned as s#c" +efore"and:
We will have to lodge a complaint against your company if 9
We hereby inform you that failure of compliance with the contractual terms" shall be
assigned to arbitration 9

0.L!L,INTS
Britin$ $ener#. comp.#ints
Reasons:
- orders are forgotten a+o#t or lost
- mista(es are made
- fires and floods destroy goods in $are"o#ses
- goods are stolen etc)
comlain as soon as yo# realiFe a mista(e "as +een made
do not aologiFe)
+egin simly:
e)g) We would li(e to inform you ...
$ am writing to complain about
$ am writing with reference to Order 1o. :;< which we received
yesterday.
+e olite and imersonal)
26
dissatisfaction can +e e1ressed +y saying:
e)g) 0lease ensure that this sort of problem does not arise again.
%his is the second time this mista(e has occurred and we are far from
satisfied with the service you offer.
do not #se sentences li(e: =ou must correct your mista(e as soon as possible)
do not #se $ords li(e fa#lt or +lame)
remem+er t"at comlaints are not acc#sations8 t"ey are reE#ests to correct mista(es or fa#lts8
t"erefore& $rite calmly& clearly resenting all t"e relevant information)
Exp.#inin$ the mist#?e
If yo# t"in( yo# (no$ "o$ t"e mista(e $as made:
e)g) $ thin( the reason that wrong sies have been sent is because $ am ordering
in metric sies" and you are sending me sies measured in feet and inches.
$ would appreciate your loo(ing into this.
!u$$estin$ # so.ution
If yo# (no$ "o$ t"e mista(e can +e corrected& let yo#r s#lier (no$)
e)g) %he best solution would be for me to return the wrong articles to you"
postage and pac(ing forward)
9 0ocus on 0unctions
,NS4ERINM , 0.L!L,INT
,t receiving a letter of comlaint:
yo# m#st find o#t "o$ t"e mista(e $as ca#sed
2:
inform yo#r c#stomer immediately
tell "im $"at action yo# are going to ta(e %e)g) send "im t"e goods +y air*
tell t"e c#stomer to ret#rn t"e $rong goods to yo# at yo#r e1ense
yo# may decide it is c"eaer to let "im (ee t"e goods& +#t at a m#c" red#ced rice)
Relies to letters of comlaint are called .etters of #d<ustment)
Openin$
,c(no$ledge t"at yo# "ave received t"e comlaint
e)g) We would li(e to than( you for informing us of our error in the delivery of wrong
goods" in your letter of ...
%han( you for your letter of 4> *eptember informing us that the goods
dispatched in e,ecution of our contract 1o. ... have not met with your approval.
We are replying to your letter of >5 .uly in which you told us that the material you
received was not of the 6uality you e,pected)
Gettin$ time to in5esti$#te the comp.#int
Io not (ee yo#r c#stomer $aiting +#t send +ac( a temorary ans$er at least:
e)g) &s we are not in the position of giving you an e,planation at present" we
can promise that we will loo( into the matter and we will write to you as soon as
possible.
Our representative will call you ne,t wee( and will provide you additional details.
Would you please return samples of the items you are dissatisfied with" and we will
pass them on to the manufacturers for e,amination)
:ustifyin$ the mist#?e
E1lain "o$ t"e mista(e occ#rred +#t do not +lame yo#r staff)
e)g) %he mista(e was due to a fault in one of our machines" and we are having
a chec(-up made on all the machines.
&s regards the wrong items delivered" there appears to have been some
confusion in our addressing system" but this has been ad8usted.
Re<ectin$ # comp.#int #s un<ustified
If yo# consider a comlaint as #n'#stified& +e firm +#t olite in yo#r ans$er
try and give an e1lanation of t"e ro+lem even if yo# consider t"at it is not yo#r resonsi+ility)
2;
e)g) We regret we cannot accept your complaint" as our e,perts found it not
8ustified as you can see from the attached copy of their survey.
Our e,perts have now inspected the e6uipment you returned" and they inform us that
it has been improperly used and this had overloaded the circuits. We would li(e to
advise you that we can repair it" but you will have to pay for the repairs as its misuse
is not included under our guarantee.
'.osin$
mention t"at t"e error or fa#lt is not a #s#al t"ing $it" yo#r comany
aologiFe for t"e inconvenience yo#r c#stomer e1erienced)
e)g) We have to inform you that this was an e,ceptional mista(e and is unli(ely to occur
again? please accept our apologies for the inconvenience
caused.
@inally" we would li(e to apologie for the inconvenience caused" and also underline
that this type of fault rarely occurs in this range of products.
E2 '(N'ELL(TION O0 'ONTR('T!
,fter t"e arties e1c"ange letters - of comlaint and of ad'#stment - and after t"e inconvenience "as
+een made # for& t"e contract may contin#e #nder good conditions) Still& t"ere are sit#ations $"en
t"e resonse to comlaints is not t"e e1ected one) T"is can #ltimately lead to t"e cancellation of
t"e contract or t"e agreement +et$een t"e t$o arties involved in +#siness affaires)
0ancellation can +e referred to in revio#s letters of comlaint in t"e follo$ing $ays:
e.g. 7nless you consider accommodating our re6uest" the contract will be null and void.
$f you don2t repair the pre8udice" we will we obliged to cancel the contract.
&s you have not opened the +etter of #redit" we will be compelled to re6uire the
cancellation of the contract and to claim damages for the losses you caused.
Before ta(ing meas#res of contract cancellation or even s#ing t"e ot"er arty& amica+le disc#ssions
%$"et"er oral or in $riting* need to ta(e lace)
2<
In e1treme cases& $"en solving litigations amica+ly "as failed& #r6itr#tion is t"e a#t"ority to deal
$it" contract#al dis#tes) T"ese may arise d#e to several reasons:
- t"e merc"andise is +elo$ standard8
- damage of goods d#e to inadeE#ate ac(ing8
- ref#sal to relace lo$ E#ality= damaged goods8
- damage d#e to imroer storage facilities8
- damage or ot"er inconvenience d#e to late s"iment8
- deficiency occ#rred d#ring t"e eriod of g#arantee8
- s"ort-s"iing8
- overloading8
- fail#re to ay according to an invoice %late ayment or lac( of it*8
- inconvenience d#e to late or lac( of f#ll ayment)
- ref#sal to ay damages
,eal to ar+itration s"o#ld also +e mentioned as s#c" +efore"and:
e.g. We will have to lodge a complaint against your company if 9
We hereby inform you that failure of compliance with the contractual terms shall be
assigned to arbitration 9
IN7'OMP(NY 'OMMNI'(TION!
82 MEMOR(N&M!
5 $ritten internal comm#nications
- #rose: informing or advising emloyees of latest c"anges in olicies& roced#res as regards t"e
ersonnel& salaries& t"e comanys ta(ing over or +eing ta(en over& investments& internal
organiFation& etc)
- t"e s#+'ects of memos %as t"ey are often called* can +e E#ite varied and can range in degree of
imortance %from anno#ncing some+odys retirement to str#ct#ral c"anges in t"e comany*)
- Lemorand#ms: - #s#ally circ#late in t"e internal mail to t"e deartments t"ey concern
- t"ey can also +e #t on a notice +oard at every+odys sig"t
- t"ey can also +e fa1ed in large comanies& $it" different offices and "one
connections
2@
- Sometimes& t"ey need to +e signed +y t"e intended receivers& for t"e senders deartment to ma(e
s#re t"at t"e emloyees concerned "ave read it and act conseE#ently as "aving ta(en # t"e
resonsi+ility)
T*E L(YOT O0 ( MEMOR(N&M
, memorand#m contains t"e follo$ing elements:
#, *e#din$
T"e "eading is different from t"e common letter "eading& in t"at it indicates less information a+o#t
t"e comany %address& "one no)& +an( acco#nt etc) are missing*& +#t indicates t"e iss#ing
deartment and t"e receiving deartment instead) T"is information is receded +y t"e $ords: JToK
and JGromK resectively)
T"e "eading also contains t"e s#+'ect of t"e memorand#m& in t"e left #er corner +elo$ t"e JToK
and JGromK lines)
T"e date is mentioned in t"e rig"t #er corner after t"e $ord: JIateK)
6, 'ontents
T"e content art can +e made # of:
i2 S#+'ect
Lemos may "ave& instead of t"e title %#nder JS#+'ect:>K*& t"e s#+'ect& introd#ced in t"e first
aragra"& #s#ally #nderlined and t"#s dra$n attention to)
e)g)
,s art of t"e comany e1ansion rogramme over t"e ne1t year>
, S"ift-4or( system is to +e introd#ced ne1t mont")
Oo$ever t"e memo can lin( several toics toget"er) In t"is case& t"e main toic s"o#ld +e
mentioned)
ii2 E1lanation of how t"e information $ill affect t"e emloyees
e)g) T"e staff mem+ers $ill "ave to 'oin t"e ension sc"eme and contri+#te ;)6S of t"eir gross
salary)
iii2 T"e date when t"e decision +ecomes effective
7H
e)g) T"e ne$ sc"eme $ill +egin on t"e 1
st
of ,ril 2HH6)
i52 Bho $ill +e affected +y t"e ne$ olicy
e)g) ,ll t"e management staff $ill "ave to 'oin >
52 Bh#t is to +e done
e)g) J4ill all Ieartment Lanagers remind t"eir sales staff t"at all c"eE#es m#st +e
accomanied +y roer identification >
5i) ,dvice to contact t"e sender for f#rt"er details
If t"e memo is not comlete or t"e ro+lem it is a+o#t seems comlicated& it can advise eole to
contact t"e iss#ing deartment for details& e1lanations and comments) S#c" advice does a$ay $it"
s#sicion and develos confidence in t"e comany management)
e)g) J>if staff may e1erience any diffic#lty $it" a c#stomer& t"ey s"o#ld call over a manager or
s#ervisor to deal $it" t"e matter)K
- ossi+le lay-o#t: in n#m+ered aragra"s - organiFed
N#m+ering aragra"s and #nderlining t"e main oint in eac" leads to eoles +etter remem+ering
decisions& and t"ey may get reminded of t"em later on in t"eir $or( a+o#t imortant iss#es)
Remem6er9 It is imortant in any $riting - and esecially in +#siness - to +e clear a+o#t t"e aims
and #roses of yo#r $riting) In order t"at yo#r reader can ma(e sense of $"at yo# "ave $ritten&
follo$ t"ese r#les:
be accurate" be brief" be clear
>2 REPORT!
- can +e +ot" internal and e1ternal
- are #sed in all t"e fields of administration in order to anno#nce& e1lain or recommend olicy
- are meant to introd#ce ne$ str#ct#res or aroac"es& or develo ne$ met"ods of oerations
- may also +e reE#ested d#e to certain events t"at need to +e investigated
Intern#. reorts can occ#r $"en t"e comany management is reE#ired to e1amine certain iss#es for
t"e +enefit of t"e comany)
71
Extern#. reorts come from agencies of cons#ltants& credit investigation agencies& mar(et
researc"ers& advertising agencies& or s#rveyors& etc) "ired +y t"e comany to revie$ ro+lems) T"e
aim is #s#ally to imrove t"e image of t"e comany& or=and to increase t"e comanys rofita+ility)
- t"e lengt" of a reort can vary very m#c" according to t"e comle1ity of t"e ro+lem dealt $it")
- Sometimes& t"e +ody of reorts can +e divided into n#m+ered aragra"s or aragra"s +earing a
distinct title eac")
- reorts can +e very secific in t"at t"ey may contain e1ert calc#lations& fig#res& statistics or
forecasts8 t"ats $"y ta+les& gra"s and fig#res can +e often very relevant)
- t"e creation of a reort is often follo$ed +y a resentation organiFed +y t"e agency t"at "ired for
t"is #rose)
'ontents
,ll t"e reorts follo$ a similar attern:
i) T"e title
- it states t"e toic and e1lains t"e content:
e)g): - Ieclining Sales in Mermany
- !reliminary Lar(et Researc" Reort for >)
ii) Introd#ction
- #s#ally contains: - t"e reasons $"y t"e researc" "as +een ta(en #
- t"e starting oint& i)e) in $"at circ#mstances it "as +een initiated)
- t"e o+'ectives and t"e researc" met"odology
iii) T"e Bac(gro#nd
5 an acco#nt of t"e st#dy toic& allo$ing t"e reader to #nderstand $"y s#c" a reort is needed& t"e
sit#ation t"at ca#sed it and "o$ s#c" a sit#ation can +e c"anged or imroved)
iv) Gacts
T"e statements of t"e a#t"ors reort "ave to +e +ac(ed # $it" facts and roofs to s"o$ to $"at
e1tent c"anges are necessary)
72
S#c" evidence is imortant in t"e +eneficiarys decision ma(ing& so it "as to +e $ell selected& $ell
resented and convincing)
, good reort s"o#ld lead to a good decision and comany imrovement)
v) 0oncl#sions
T"e concl#ding aragra" s#ms # all t"e evidences and ideas t"at t"e reort "as dealt $it"&
dra$ing concl#sions on all t"e asects of t"e sit#ation #t toget"er)
vi) Recommendations
Recommendations and s#ggestions deend on t"e concl#sions) If t"e concl#sions state t"at
somet"ing goes $rong& t"ere s"o#ld immediately follo$ a recommendation a+o#t "o$ to correct
t"e sit#ation)
(PPLYING 0OR ( :O4 7 8
?o+ alications involve several stes& not all of t"em +eing necessarily alica+le at t"e same time:
Reading and #nderstanding advertisements %also called ads*
Relying to advertisements: $riting letters of alication
Reading 'o+ descritions
4riting a 0#rric#l#m 3itae %03* = Res#me
4riting covering letters
Gilling in alication forms
Sending references
Ta(ing art in an intervie$
Receiving an ans$er
0onfirming accetance
T"e $ords: vacancy2"2 post2" /position2" /opening2 / are more often #sed in alications t"an 8ob2.
(d5ertisements - re#din$ #nd underst#ndin$
77
?o+s advertisements #s#ally aear in ne$saers and magaFines& +#t sometimes also on t"e radio
and television) If yo# are loo(ing for a secific 'o+& in a certain secialiFed field& yo# s"o#ld loo(
for ads in secialiFed revie$s& even if t"ey aear at a lo$er rate t"an most ne$saers)
4"en reading advertisements eole loo( for relevant information a+o#t t"e 'o+ in an attemt to
find t"e 'o+ t"at s#its t"em) To t"is end& t"ey note t"e follo$ing oints:
a* t"e general tye of 'o+
+* $"at tye of 'o+ is e1actly +eing advertised
c* t"e (ind of alicant +eing loo(ed for %in terms of age& e1erience& E#alification*
d* imortant information a+o#t t"e advertised 'o+:
- $or(ing conditions&
- location&
- salary N +on#s&
- $or(ing "o#rs&
- $or(ing d#ring t"e $ee(end&
- comany car = mo+ile "one&
- fringe +enefits& incentives&
- need to travel in t"e co#ntry or a+road&
- m#c" #se of t"e tele"one&
- contact $it" t"e #+lic&
- training oort#nities&
- romotion oort#nities&
- osition in t"e comany "ierarc"y& etc)
Notes:
i) Sometimes t"e age limit is not mentioned& +#t it can +e inferred from t"e ad: $"et"er it
is an ad for a '#nior osition or it reE#ires long e1erience in t"e field& or imlies
$or(ing $it" t"e #+lic& etc)
ii) T"e comanys name is not al$ays mentioned esecially if t"e recr#itment is made +y
an intermediary %comanies sometimes "ire recr#itment comanies to get eole
emloyed*) Still& it can often +e g#essed if it is an ,merican& Britis" comany or ot"er
%traveled is selled differently in BE as comared to ,E& or: t"e sal#tation Ly dear is
ossi+le in ,E& $"ile Iear rat"er occ#rs in BE*& if it is a m#ltinational& and in $"at
tye of +#siness it deals)
e* $"at is +eing as(ed for: a letter of alication& 03& covering letter& alication form
79
f* $"at details concerning t"e alicant are +eing as(ed for %feat#res of t"e s#ccessf#l
alicant in t"e advertisers vie$*:
- family o+ligations&
- E#alifications&
- e1erience&
- certain a+ilities: fl#ency in foreign lang#ages& +eing good $it" fig#res& team $or(&
comm#nication s(ills etc)
- ersonality: resonsive& relia+le& determined& fle1i+le& ers#asive& convincing& confident&
tactf#l& tidy& self-assertive& energetic& ent"#siastic& #nct#al etc)
g* alicants resonsi+ilities in t"e advertised 'o+ and emloyers e1ectations
,dvertisements often contain a++reviations& $"ic" ma(es t"em diffic#lt to #nderstand:
4ntd) sec) f#ll-time fr smll mnfg co) Md slry) 6-day $ee(& "rs @-6 #sl +nfts)
%4anted secretary for f#ll-time emloyment for small man#fact#ring comany) Mood salary& five
days a $ee(& "o#rs of $or( H@)HH to 1;)HH and t"e #s#al +enefits in terms of conditions and
"olidays)*
.t"er a++reviations in 'o+ advertisements:
- !, 5 ersonal assistant
- cl( 5 cler(
- accnts 5 acco#nts
- mngr 5 manager
- asst 5 assistant
- vacs 5 vacancies
%terms li(e m) 5 male8 f 5 female are no longer ermitted +y t"e la$*)
Rep.yin$ to #d5ertisements - Letters of (pp.ic#tion
T"e lay-o#t follo$s t"e atterns of a general letter)
,fter t"e sal#tation& t"e osition alied for can +e mentioned)
,s for t"e content& t"e letter is str#ct#red in aragra"s containing:
a* T"e oening aragra"
It states t"e lace $"ere t"e osition alied for "as +een advertised& or e1lains "o$ "e=s"e
received t"e advertisement& as $ell as t"e date of aearance)
E)g) :
76
- I "ave seen yo#r advertisement for a ?#nior Brand Lanager in last T#esdays M#ardian& and $is"
to aly for t"is ost)
- , friend in Edin+#rg" sent me yo#r advertisement $"ic" aeared in last Gridays Iaily Ne$s)
- I s"o#ld li(e to aly for t"e osition of 0ons#lting Engineer as advertised in last $ee(s
B#ilders MaFette)
Note t"at t"e name of t"e magaFine=ne$saer $"ere t"e advertisement aeared is #s#ally
#nderlined)
+* T"e +ody of t"e letter of alication
It is #s#ally very s"ort and to t"e oint& containing only t"e most relevant information as er t"e
reE#ests in t"e advertisement: age& e1erience& rofessional training& secial s(ills& resent 'o+ etc)
Oo$ever& s#c" a letter s"o#ld aim at covering all t"e oints mentioned in t"e advertisement)
,licants often as( for f#rt"er details& for a letter of rely& an alication form or a 'o+ descrition&
esecially if t"e ad is vag#e) Before really alying for a 'o+& i)e) filling in an alication form&
sending a 0)3) or attending an intervie$& t"e alicant may $ant to (no$ more a+o#t t"e conditions
of emloyment and t"e location)
If reE#ested in t"e ad& a 0)3) can +e enclosed and mentioned as s#c")
,vaila+ility for an intervie$ can also +e mentioned)
0ommon "rases #sed in letters of alication:
- I s"o#ld +e gratef#l if yo# $o#ld send me a 'o+ descrition and an alication form)
- I s"o#ld +e gratef#l for more information) %+#t as(ing secific E#estions can 'eoardiFe t"e
alicants c"ances of s#ccess*
- I am at resent emloyed as >
- I "ave +een assistant to > for >
- Grom my 03 yo# $ill see t"at I "ave e1erience in >%relevant fact#al information s"o#ld +e
given& +#t not '#dgments a+o#t t"e val#e of t"e alicants $or()
c* T"e final aragra"
Usef#l "rases to +e #sed in endings:
- ,s reE#ested& I enclose my 03)
- If I am given a t$o or t"ree days notice I co#ld attend an intervie$ at any time)
7:
- I s"o#ld +e glad to receive an alication form and details of salary and conditions) %note t"at
somet"ing similar can +e incl#ded in t"e +ody instead*
- If yo# t"in( I may +e s#ita+le for t"is osition& er"as yo# co#ld send me more information)
- I "oe t"is information $ill +e s#fficient for yo# to consider my alication)
- I enclose my res#me and loo( for$ard to "earing from yo#)
:o6 descriptions
,lt"o#g" 'o+ descritions may vary in details according to t"e 'o+& t"e tyical o#tline is as follo$s:
- 'omp#ny %t"e name of t"e comany*
- :o6 Tit.e/Position/Post: It states $"at t"e 'o+ is %e)g) Senior ,cco#ntant& Sales Reresentative
etc)*
- &#te: T"e date $"en t"e 'o+ descrition "as +een dra$n # can +e stated
- &ep#rtment/&i5ision: It indicates t"e division or t"e deartment in t"e comany $"ere t"e
osition is& as 'o+s as assistant or secretary can e1ist in several deartments
- Reportin$ to / Responsi6.e to: T"e erson $"o t"e erson occ#ying t"e osition is to reort to
%e)g) ,rea Sales Lanager& etc)*
- !t#ff responsi6i.ities / !t#ff reportin$ to <o67ho.der: T"is section e1lains $"o reorts to t"e
'o+-"older %5emloyee* in
- 'ommunic#tes with: It indicates staff in ot"er deartments $it" $"om t"e emloyee in t"e
certain osition may "ave to cooerate
- Gr#de: It s"o$s t"e lace of t"e osition alied for in t"e comany "ierarc"y) T"is is #s#ally
given a range %e)g) on a scale of 1 lo$est to : "ig"est*) T"e e1act grade $ill deend on t"e
alicants a+ilities and E#alifications) T"e grade is #s#ally mentioned in t"e contract of
emloyment and can +e negotiated at t"e intervie$)
- M#in purpose: It rovides more information t"an yo# $ere given in t"e ad a+o#t $"at t"e 'o+-
"older "as to do %e)g) To +e resonsi+le for E1ort Sales deartment #nder t"e overall control of
t"e Senior ,cco#ntant& E1ort Sales*
- &uties/responsi6i.ities %in detail*: In t"is field t"ere is a more secific list of t"e 'o+-"olders
resonsi+ilities #s#ally n#m+ered and en#merated in t"e infinitive:
e)g): 1) To deal $it" >
2) To reort c#stomer demands>
7) To call on e1isting c#stomers>
9) To calc#late ta1es >
7;
7 'omments/$ener#./det#i.ed description: Oere $e can find t"e 'o+-"olders e1act role in t"e
comany and $"at is e1ected of "im="er %e)g) T"e osition reE#ired +oo((eeing and some
acco#ntancy training& as $ell as (no$ledge of imort=e1ort roced#res and doc#ments)*
Note: Salary& +on#s& secial +enefits& "olidays& ension sc"eme are not #s#ally mentioned in t"e 'o+
descrition) T"ey are to +e dealt $it" and negotiated at t"e intervie$) Oo$ever& some of t"e +enefits
%s#c" as comany car* may +e stated in t"e ad)
(PPLYING 0OR ( :O4 >
'urricu.um /it#e )'/, / Resume )!(,
5 a +rief ersonal "istory
T"ey are reE#ired for almost all 'o+s& +eing #sed as a +asis for assessment and comarison of
alicants for t"e same 'o+)
T"ey incl#de information t"at is laid o#t in a manner t"at s"o#ld ma(e it easy to read& even if t"e
lay-o#t may differ)
Some 03s can "ave a section for additional information& $"ere t"e alicant states t"e reasons for
alying& as $ell as reasons for leaving t"e revio#s 'o+& or ersonal s(ills t"at are considered
relevant to t"e 'o+ alied for) B#t most often s#lementary information is rovided in t"e
covering letter)
03s s"o#ld contain:
- n#me% #ddress #nd phone + f#x num6er% e7m#i. #ddress: t"e name is imortant so it
s"o#ld stand o#t and $ritten in +old8
- d#te #nd p.#ce of 6irth: t"e date s"o#ld +e $ritten in f#ll8 if yo# "ave mentioned yo#r date
of +irt"& t"e age $ill +e o+vio#s& so dont mention it searately8
- n#tion#.ity8
- m#rit#. st#tus %married& single& $ido$%er*& divorced* l#s c"ildrens ages8
- d#tes #nd p.#ces ex#min#tions p#ssed& esecially if internationally recogniFed8
- ?now.ed$e of forei$n .#n$u#$es #s re.e5#nt: it is advisa+le to #se only t"e $ords fl#ent
and conversational $"en mentioning yo#r level of a foreign lang#age8 never mention
t"ings as assa+le Englis"8
- other s?i..s& li(e: com#ter literacy: mention t"e rograms relevant to yo#r 'o+8
- educ#tion #nd ;u#.ific#tions: t"ey are listed toget"er in a c"ronological order8 only
"ig"=e1cetional grades s"o#ld +e mentioned8
7<
- pre5ious emp.oyment #nd wor? experience )history,: in inverted order %starting $it" t"e
c#rrent or t"e latest 'o+*
- interests% ho66ies
- references/referees: #nder referees yo# can indicate names of eole $"o can give good
references a+o#t yo#& or #nder references yo# can '#st say availa+le on reE#est
Notes:
- Iont +e am+ig#o#s& vag#e8 dont #se etc)& some com#ter literacy as it mig"t so#nd $ea() Be
secific)
- Iont incl#de irrelevant information& li(e catain of sc"ool foot+all team& entertainment
officer)
- ,t t"e same time& dont #nderestimate t"ings t"at can rovide interesting information a+o#t yo#)
Gor instance& if yo# "ave sent a $"ile in a foreign co#ntry& t"is indicates t"at yo# mig"t +e fl#ent
in t"e lang#age so(en t"ere& and t"at yo# "ave gained a good degree of adata+ility)
- La(e s#re not to s(i any year in yo#r $or( "istory as t"is can ma(e emloyers s#sicio#s)
Britin$ co5erin$ .etters
, covering letter %BE*= cover letter %,E* is Ja letter or note containing an e1lanation or additional
information& sent $it" a arcel or anot"er letter)K %Longman Iictionary of Englis" Lang#age and
0#lt#re*) Oere& a covering letter accomanies a 0)3)
0overing letters contain:
a) t"e senders address
+) t"e reciients address
c) t"e date
d) sal#tation
e) oening aragra"
f) +ody of t"e letter
g) closing aragra"
") ending
i) signat#re
') name and osition
In the openin$ p#r#$r#ph& t"e alicant may e1ress "is="er intention to aly for t"e advertised
ost)
T"is can +e e1ressed as follo$s:
e)g): I "ave read yo#r advertisement in >
7@
4it" reference to yo#r advertisement #+lis"ed in >
I $o#ld li(e to aly for t"e ost of))
I am interested in alying for t"e osition of>
In the 6ody of the .etter& t"e alicant e1lains $"at t"e letter is a+o#t %"e=s"e refers to t"e
advertisement*) T"en t"e resent d#ties and resonsi+ilities may +e mentioned and em"asiFed to
t"e e1tent t"at t"ey are relevant to t"e advertised osition) Lost imortantly& reasons for alication
are stated and t"e E#alities t"at serve for "is="er +eing a+le to erform t"e 'o+ alied for& as $ell as
$"at attracts t"e alicant to t"e ne$ 'o+)
T"e reasons for alying are very imortant to t"e emloyer) T"ey s"o#ld not refer to t"e
alicants ina+ilities in t"e revio#s 'o+& +lame t"e emloyer& or comlain a+o#t t"e salary) T"e
reasons s"o#ld +e rat"er lin(ed to t"e alicants a+ility of ta(ing # more resonsi+ility and "is="er
$is" for a more demanding or c"allenging 'o+& or t"at $o#ld allo$ for more (no$ledge and
ractice of $"at "as +een acE#ired to t"at artic#lar moment in "is="er career)
E)g) - ,lt"o#g" I li(e my resent 'o+& I $o#ld no$ refer a ost $"ere I can #se my financial
(no$ledge)
- ,lt"o#g" I am "ay in my c#rrent osition& I am no$ loo(ing for a ost offering more
resonsi+ility=more c"ances of romotion)
4"en alying for a 'o+ eole may $ant to give details a+o#t t"emselves in c"ronological order)
Oere are some "rases t"at can +e #sed in doing so:
- .n leaving sc"ool& I >
- .n ret#rning to my native to$n& I started $or( as >
- ,fter "aving o+tained a E#alification in >
- Oaving o+tained my diloma in>
- ,fter finis"ing college >
- ,fter my grad#ation& I +egan >
- Since leaving "ig"-sc"ool=#niversity& I "ave +een>
- Since leaving college& I "ave $or(ed in t#rns as >
- 4"ile I $as $or(ing for >& I also attended co#rses in >
- I#ring my emloyment $it" >& I contin#ed to st#dy>
- ,s yo# can see from t"e enclosed 03& I "ave "ad m#c" resonsi+ility d#ring t"e last year >
9H
- ,s comes o#t from t"e enclosed 03& I "ave "ad a long activity in t"e %administrative*
deartment& $"ic" "as +een e1tremely imortant& as it involves>
The c.osin$ p#r#$r#ph contains advice for t"e emloyer to as( for f#rt"er information or
references if necessary)
T"e information s"o#ld +e relevant and e1ressed in a concise manner& and it s"o#ld +e rovided in
an aroriate layo#t)
0i..in$ in #pp.ic#tion forms
Some emloyers ot for "aving candidates fill in an alication form t"ey iss#e at reE#est) T"is is
for t"em a safer $ay to find o#t e1actly $"at t"ey are interested in) It is also easier to read and
assess t"is $ay& +eing m#c" more time-saving t"an reading 03s& covering letters or letters of
alication from alicants)
References
,licants may +e reE#ested to rovide references along $it" 03& letter of alication or covering
letter) Emloyers sometimes %esecially in t"e US,* find information a+o#t t"e alicant as
erceived +y a t"ird arty imortant and convincing in t"eir ma(ing a decision as regards t"e
alicant)
References can +e as(ed for in $ritten form or can +e o+tained over t"e "one +y t"e emloyer)
T"ey are #s#ally confidential)

Referees s"o#ld +e as(ed a+o#t "is="er $illingness to get involved in giving references +efore"and)
Never indicate some+odys name as a referee $it"o#t t"e ersons accetance)
T"e referees s"o#ld +e mentioned $it" t"e corresonding title& i)e) Lr)& Lrs) Liss& Ir) !rofessor&
Eng) etc)*
T"e erson most li(ely as(ed to give references is t"e c#rrent or latest emloyer) Oo$ever&
alicants are not al$ays ready to oenly disc#ss t"eir intention of c"anging t"eir 'o+)
T"e c"oice of referees is very imortant) .n t"e one "and& t"ey s"o#ld +e relia+le ersons and& on
t"e ot"er "and& t"ey s"o#ld (no$ t"e referent E#ite $ell) If t$o referees are reE#ested& one s"o#ld
+e someone $"o (no$s t"e alicant from t"e rofessional oint of vie$ and can reort on t"e
91
alicants s(ills& rofessional (no$ledge and attit#des to$ards eole) T"e ot"er referent s"o#ld
+e someone $"o (no$s t"e alicant rivately $ell)
In order for t"e referee to +e a+le to $rite a relevant reort& "e s"o#ld +e s#+mitted as many details
as ossi+le of t"e 'o+ alied for& or "e s"o#ld +e given a coy of t"e 'o+ descrition)

T*E :O4 INTER/IEB
T#?in$ p#rt in #n inter5iew
#, In5it#tion for #n inter5iew
If not on t"e "one& invitations for intervie$s can +e made +y means of sending a letter) S#c" a
letter +ears t"e "eading of t"e iss#ing comany and "as t"e general layo#t of letters)
In the openin$ p#r#$r#ph& t"e emloyer #s#ally t"an(s t"e alicant for sending a letter of
alication)
The 6ody of the .etter contains t"e invitation roer toget"er $it" t"e day and location of t"e
intervie$)
The c.osin$ p#r#$r#ph states $"at ot"er doc#ments t"e emloyer reE#ires of t"e alicant to +ring
along at t"e intervie$ %references& dilomas& certificates etc)*
6, Prep#rin$ for # <o6 inter5iew
4"en attending a 'o+ intervie$ yo# need to +e reared to rovide solid ans$ers to a f#ll range of
E#estions t"at are c#stomary in s#c" instances) Oere are fifty standard intervie$ E#estions& t"at
s"o#ld +e racticed and re"earsed +efore any intervie$:
1) Tell me a+o#t yo#rself)
2) 4"at do yo# $ant to do $it" yo#r lifeQ
7) Io yo# "ave any act#al $or( e1erienceQ
9) Oo$ $o#ld yo# descri+e yo#r ideal 'o+Q
6) 4"y did yo# c"oose t"is careerQ
:) 4"en did yo# decide on t"is careerQ
;) 4"at goals do yo# "ave in yo#r careerQ
<) Oo$ do yo# lan to ac"ieve t"ese goalsQ
@) Oo$ do yo# eval#ate s#ccessQ
1H) Iescri+e a sit#ation in $"ic" yo# $ere s#ccessf#l)
11) 4"at do yo# t"in( it ta(es to +e s#ccessf#l in t"is careerQ
12) 4"at accomlis"ments "ave given yo# t"e most satisfaction in yo#r lifeQ
92
17) If yo# "ad to live yo#r life over again& $"at $o#ld yo# c"angeQ
19) 4o#ld yo# rat"er $or( $it" information or $it" eoleQ
16) ,re yo# a team layerQ
1:) 4"at motivates yo#Q
1;) 4"y s"o#ld I "ire yo#Q
1<) ,re yo# a goal-oriented ersonQ
1@) Tell me a+o#t some of yo#r recent goals and $"at yo# did to ac"ieve t"em)
2H) 4"at are yo#r s"ort-term goalsQ
21) 4"at is yo#r long-range o+'ectiveQ
22) 4"at do yo# see yo#rself doing five years from no$Q
27) 4"ere do yo# $ant to +e ten years from no$Q
29) Io yo# "andle conflict $ellQ
26) Oave yo# ever "ad a conflict $it" a +oss or rofessorQ Oo$ did yo# resolve itQ
2:) 4"at ma'or ro+lem "ave yo# "ad to deal $it" recentlyQ
2;) Io yo# "andle ress#re $ellQ
2<) 4"at is yo#r greatest strengt"Q
2@) 4"at is yo#r greatest $ea(nessQ
7H) If I $ere to as( one of yo#r rofessors to descri+e yo#& $"at $o#ld "e or s"e sayQ
71) 4"y did yo# c"oose to attend yo#r collegeQ
72) 4"at c"anges $o#ld yo# ma(e at yo#r collegeQ
77) Oo$ "as yo#r ed#cation reared yo# for yo#r careerQ
79) 4"at $ere yo#r favo#rite classesQ 4"yQ
76) Io yo# en'oy doing indeendent researc"Q
7:) 4"o $ere yo#r favo#rite rofessorsQ 4"yQ
7;) 4"y is yo#r M!, not "ig"erQ
7<) Io yo# "ave any lans for f#t#re ed#cationQ
7@) Oo$ m#c" training do yo# t"in( yo#ll need to +ecome a rod#ctive emloyeeQ
9H) 4"at E#alities do yo# feel a s#ccessf#l manager=acco#ntant etc) s"o#ld "aveQ
91) 4"y do yo# $ant to $or( in t"e TTTTTTTTTT ind#stryQ
92) 4"at do yo# (no$ a+o#t o#r comanyQ
97) 4"y are yo# interested in o#r comanyQ
99) Io yo# "ave any location referencesQ
96) Oo$ familiar are yo# $it" t"e comm#nity t"at $e are located inQ
9:) 4ill yo# relocateQ In t"e f#t#reQ
9;) ,re yo# $illing to travelQ
97
9<) Is money imortant to yo#Q
9@) Oo$ m#c" money do yo# need to ma(e to +e "ayQ
6H) 4"at (ind of salary are yo# loo(ing forQ
c, (ttendin$ # <o6 inter5iew
T"is is t"e last and most imortant stage in trying to get a 'o+) T"at is $"y t"e alicant s"o#ld
erceive t"e intervie$ as an oort#nity to convince t"e intervie$er%s* of "is="er s#ita+ility for t"e
'o+) T"ere is a range of ad'ectives o#t of $"ic" t"e ones t"at fit t"e alicant can +e c"osen:
determined& dilomatic& confident& convincing& energetic& ent"#siastic& fle1i+le& "ard-$or(ing&
ind#strio#s& ers#asive& relia+le& resonsive& self-assertive& serio#s& tactf#l& tidy& $ell-reared)
( !''E!!0L :O4 INTER/IEB
&O! &ONCT!
!reare and over-reare) Iont allo$ yo#rself to +e +adgered +y t"e
salary iss#e)
Try and find o#t yo#r intervie$ers name
+efore yo# meet "im="er and address
"im="er accordingly)
Iont let yo#r intervie$er notice yo# are
attending yo#r first 'o+ intervie$)
La(e s#re yo#r resonses matc" yo#r
claims)
Iont act disinterested)
,ct self-confident) Iont s"a(e "ands #ntil t"e intervie$er
does so)
Be artic#larly clear on $"at yo# (no$ and
$"at yo# $ant to ac"ieve)
Iont sit do$n #ntil yo# are as(ed to do so)
Be clear a+o#t yo#r strengt"s) Iont go #nreared)
Be a+le to descri+e yo#r $ea(nesses and
strengt"s)
Iont tal( too m#c")
If yo#ve +een fired& +e fort"rig"t a+o#t it) Iont tal( too little)
Be clear $"ere yo# $ant to go) Iont dislay +ad manners)
Oave clear ersonal standards) Iont (noc( on yo#r c#rrent or ast
emloyer)
Intervie$ t"e intervie$er) Iont ta(e credit for t"ings yo# didnt do)
S"o$ sincere ent"#siasm) Iont "ide "oles in yo#r res#mes)
Be creative) Iont s"o$ lac( of confidence in t"e
rosective emloyer)
!ro'ect confidence and rofessionalism) Iont negotiate too early)
99
Recei5in$ #n #nswer
#, Offerin$ # position
T"e s#ccessf#l alicant for a vacancy can +e contacted on t"is over t"e "one& +#t is most #s#ally
sent a letter to +e offered t"e osition)
Letters offering ositions can vary in lengt") Some only mention t"e alicants s#ccess& ot"ers
rovide details regarding t"e osition& esecially if no ?o+ Iescrition "as +een sent to t"e
alicant +efore"and)
The openin$ p#r#$r#ph anno#nces t"e candidates accetance on t"e osition alied for)
E)g) 4e are leased to anno#nce yo# t"at $e "ave decided to offer yo# t"e osition of > t"at yo#
alied for)
4e are reared to offer yo# t"e ost of >
T"e selection +oard "ave agreed on offering yo# t"e osition yo# $ere intervie$ed for on Larc"
11
t"
)
In the 6ody of the .etter& t"ey $ill incl#de as many details concerning t"e 'o+ as t"ey find
necessary) It can start +y ma(ing reference to $"at $as disc#ssed at t"e intervie$ or $"at $as
mentioned in t"e advertisement or t"e 'o+ descrition)
E)g) ,s yo# co#ld find o#t from t"e ?o+ Iescrition& yo#r resonsi+ilities $ill incl#de>
,s disc#ssed at t"e intervie$& yo# $ill ta(e art in a trainees"i lasting t$o $ee(s>
Ietails can contin#e mentioning ot"er terms and conditions li(e: d#ties& $or(ing "o#rs& "olidays&
sic( leave& mont"ly=ann#al ay& overtime& +enefits& ension& a)s)o)
The c.osin$ p#r#$r#ph generally invites t"e ne$ emloyee to as( f#rt"er E#estions for
clarification& as(s for a confirmation& and settles t"e first meeting at $or()
E)g) If t"ere mig"t +e anyt"ing yo# need to +e clarified& dont "esitate to contact me=#s for f#rt"er
details or disc#ssions)
Im loo(ing for$ard to seeing yo# Londay morning in my office at < ocloc() By t"en& lease
ret#rn a sign coy of t"is letter& $it" a note confirming yo# "ave acceted t"e osition)
96
6, Turnin$ down #n #pp.ic#nt
,fter "aving made # t"eir minds as regards t"e vacancy& comanies most #s#ally send letters to all
t"e alicants $"o "ave attended t"e intervie$& in order to let t"em (no$ a+o#t t"eir "aving +een
t#rned do$n)
,licants can +e t#rned do$n for vario#s reasons) ,mong s#c" reasons may +e t"e lac( of
necessary e1erience& E#alification& s(ills& or several good corresonding alicants for t"e same
osition) In t"e latter case& any detail mig"t "ave advantaged or disadvantaged an alicant)
0andidates $"o "ave not +een s#ccessf#l in o+taining a 'o+ are very seldom given reasons for
"aving +een re'ected) Letters from comanies anno#ncing an alicant a+o#t "is fail#re in getting
t"e ost alied for are addressed in a olite manner and are never ersonal or secific in matter of
t"e decision made) S#c" letters may so#nd li(e t"at:
4e regret to anno#nce yo# t"at $e $ere not a+le to offer yo# t"e osition for $"ic" yo# $ere
intervie$ed last mont") 4e do "oe t"at yo# $ill +e s#ccessf#l $"en alying for anot"er 'o+)
T"an( yo# for attending o#r intervie$ last $ee(& +#t $e are sorry to say t"at yo# $ere not
s#ccessf#l in yo#r alication) 4e "oe yo# $ill soon find a 'o+ t"at s#its yo#)
4e "ave decided to re-advertise o#r vacancy as $e are not acceting any alicants intervie$ed so
far) 4e "oe yo# $ill s#cceed in sec#ring a ost in t"e near f#t#re)
'onfirmin$ #ccept#nce
,ccetance is confirmed in a s"ort letter t"at may start +y t"an(ing t"e emloyer for offering t"e
osition)
E)g) T"an( yo# for offering me t"e osition of> ) !lease inform t"e O)R) %O#man Reso#rces*
deartment t"at I very gladly accet t"e ost and confirm t"at I $ill +e in Lr) Bro$ns office
Londay morning at < ocloc()
I loo( for$ard to starting $or( >
9:
ELE'TRONI' 'ORRE!PON&EN'E
0#x% E.ectronic m#i. )e7m#i.,
Electronic +#siness corresondence is not different from t"e common commercial letters& as far as
its content& style and str#ct#re are concerned) T"ere are still several differences to +e
identified "ereinafter)
(2 0#x
T"e $ord fa1 comes from t"e $ord facsimile and it means an e1act coy or rerod#ction) , fa1
mac"ine $ill send a d#licate of t"e message& doc#ment& design& or "oto t"at is fed into it)
T"ere are vario#s models of fa1 mac"ines $"ic" are connected to a tele"one and $"ic" $or( on a
system similar to a tele"one)
, fa1 transmission often "as t$o arts: a cover s"eet - t"e first age - and attac"ment ages)
It is imortant to tell "o$ many ages are incl#ded +eca#se one or more ages may +e lost d#ring
transmission) T"is is done as follo$s: for a five age doc#ment& n#m+er in t"e #er rig"t "and
corner li(e t"is: 1=6& 2=6& 7=6& 9=6& 6=6)
It is also imortant to incl#de "one n#m+ers) If a age is missing& yo# can call and as( t"e sender
to transmit t"e fa1 again)
T"e advantages of fa1 incl#de instant recetion of doc#ments& and doc#mentary evidence of $"at
"as +een transferred) , doc#ment can +e relayed from one so#rce to "#ndreds of ot"er receivers)
!pecimen f#xes
T"e follo$ing fa1 is an e1amle of an informal message from a sales reresentative& $"o needs
somet"ing to +e done #rgently +y "is "ead .ffice) Notice t"at t"e fa1 is (et +rief and clear)
Perfect Office !upp.iers Limited
0anal Street Lanc"ester L19 2PU
0#x tr#nsmission
Grom: Li(e 4ilson
To: S#e Gran(s
S#e-
9;
Ive +een in Leeds no$ since yesterday& and o#r clients seem to +e
most ent"#siastic a+o#t o#r ne$ range of noteaer) 0an yo# send
some more samles and a+o#t ten more catalog#esQ !lease send t"em
+y ost& t"en Ill get t"em tomorro$)
?#st to let yo# (no$& Ill +e in London on 4ednesday and T"#rsday
and +ac( at t"e office on Griday)
T"an(s and see yo# soon)
T"is fa1 is sent to t"e Reservations Lanager at t"e J,linK "otel in !oiana Brasov
Iate:
Grom: Lircea Ionesc#
Tel: H29< 927@;:
To: ,lin Ootel
Tel=fa1: H2:< 7@;721
Iear Sir&
Gollo$ing o#r tele"one conversation last $ee(& I $o#ld li(e to +oo( a
single room $it" +at"room for t"ree days from 7
rd
to :
t"
?#ly 2H)) in t"e
name of Lr) Lircea Ionesc#)
I $o#ld +e gratef#l if yo# confirm t"is +oo(ing +y ret#rn)
42 E.ectronic m#i. )e7m#i.,
Electronic mail is a means of sending and receiving messages - internally& nationally and
internationally) ,ll yo# need is a ersonal com#ter& a tele"one line and a modem& i)e) a device for
converting signals to te1t)
E-mail #sers can also "ave access to a mail+o1& $"ic" t"ey can call from any$"ere in t"e $orld and
retrieve messages)
T"e advantages of #sing t"e e-mail is its relatively lo$ cost& and t"e fact t"at it does not reE#ire a
trained oerator) It is also fast& E#ite relia+le& and messages can +e sent or ic(ed # any$"ere in
t"e $orld& and stored in t"e mail+o1 #ntil t"ey are retrieved)
4"en $riting an e-mail& +ear in mind t"e follo$ing:
T"in( caref#lly a+o#t $"at yo# $rite - it is a $ritten record& not a tele"one callV
9<
Limit line lengt" to :6-;H c"aracters)
Iont tye everyt"ing in caitals)
Iont $aste +and$idt" - $"at yo# $rite s"o#ld +e to-t"e-oint)
4arn t"e reciient if yo# $ant to attac" a large file)
4rite descritive s#+'ect lines so t"e receiver (no$s $"at to e1ect)
4"en for$arding a message& #t any comments yo# "ave on t"e to)
Iont #se smileys& or internet e1ressions - not everyone $ill (no$ $"at yo# are tal(ing a+o#t)
Use a sell c"ec(er to +e s#re of yo#r selling)
Read t"ro#g" yo#r e-mail +efore sending it - it may +e informal +#t yo# still "ave to +e clear and
concise)
ON T*E P*ONE
La(ing a "one call is not al$ays easy - esecially if yo# dont (no$ t"e erson on t"e ot"er end of
t"e line very $ell)
Oere are some golden r#les $"en tal(ing on t"e "one) Remem+er t"at t"e ot"er erson:
$ants to #nderstand yo# easily& so try to sea( c.e#r.y2
cant see yo#r reactions& so al$ays confirm t"at yo# "ave %or "ave not* #nderstood eac"
oint t"at "as +een made)
cant see yo# and doesnt (no$ $"at a nice erson yo# are& so ma(e s#re yo# so#nd
po.ite and #$ree#6.e)
"asnt got all day& so ma(e s#re yo#r call is 6rief)
is getting an imression of t"e comany yo# $or( for $"ile tal(ing $it" yo#& so ma(e
s#re t"at yo# so#nd efficient& even if yo# are '#st ta(ing a message)
4oo?in$ # hote. room on the te.ephone
,!O: ,ro !alace Ootel& "o$ can I "el yo#Q
,) Ian: I $o#ld li(e to reserve a single room$it" +at" on t"e name of Ian)
,!O: 0ertainly sir) 4"at dateQ
,) Ian: T"e 19
t"
Lay for t"ree nig"ts)
,!O: Im sorry& 4ere f#lly +oo(ed on 1:
t"
,#g#st)
,) Ian: T"ats all rig"t& Ill come on 17
t"
,#g#st instead& for t"ree nig"ts)
,!O: 4o#ld yo# li(e f#ll +oard or "alf +oardQ
,) Ian: Oalf +oard& lease) 0o#ld yo# tell me t"e rice& leaseQ
9@
,!O: T"ats E<H er room er nig"t& incl#ding +rea(fast and 3,T)
,) Ian: Io yo# "ave air-conditioning in yo#r roomsQ
,!O: ,"& yes& of co#rse)
,) Ian: E1cellent)
,!O: So& Lr) Ian& yo# "ave a +oo(ing for a single room for t"ree nig"ts
+eginning 17
t"
,#g#st)
,) Ian: 0o#ld yo# send me a confirmationQ
,!O: 0ertainly) 0o#ld I "ave yo#r e-mail address or fa1 n#m+erQ
,) Ian: .f co#rse& its))) Ill +e arriving late& co#ld yo# "old t"e room #ntil
1H)HH mQ
,!O: 0ertainly& +#t for a late c"ec(-in $ell reE#ire a deosit)
,) Ian: It doesnt matter)
,!O: T"an( yo# for calling o#r "otel) 4e loo( for$ard to meeting yo#)
6H