Modul English For Business IV

UNIT I

JOB DESCRIPTION

A. Listening

                                                             Talking about job

Jason      : Where do you work, Andrea?

Andrea  : I work for Thomas Cook Travel.

Jason      : Oh, really? What do you do there?

Andrea  : I’m a guide. I take people on tours to Countries in South America, like Peru.

Jason      : That’s sounds interesting!

Andrea  : Yes, It is a great job. I love it. And what do you do?

Jason      : I’m a student, and I have a part-time job, too.

Andrea  : Oh really? What do you do?

Jason      : I’m a waiter in a fast food restaurant.

Andrea   : Which restaurant?

Jason      : Hamburger Heaven

Andrea   : Do you like your job ?

Jason      : Of course I like it because I can earn money to cost my study.

Andrea  : What a good boy!

Answer these questions based on the text above!

1.      What does Andrea do?

2.      What is her job description?

3.      Where does she work?

4.      What is the meaning of “ part-time job”?

5.      Why does Jason have part-time job?

B. Grammar Focus

Talking about job and job description
Asking about job	What do you do? I’m  a lecturer What does he/she do? She is a nurse What is your/her/his job? My job is waiter What is your/her/his occupation? My occupation is lawyer What is your/her/his profession? My profession is banker
Job description	Describe what a person do in his/her office  Example: Lecturer is someone who teaches the student in higher                     Education.
Phrases used to describe job	Serve the customer Make arrangement Sign the report Approve the report Meet the relation Held the meeting Analyze the market Check the product File the data Input the data
Kinds of jobs	Lawyer Teacher Banker Businessman Nurse Judge Public servant Entertainer Shopkeeper Dentist Salesman/girl Hairdresser Waitress Technician Governor Musician Actor/Actress Designer

C. Reading

            An employer has several options he can consider when he wants to hire a new employee. First, he may look within his own company. But if none of the present employees are suitable for the position, he will have to look outside the company. If his company has a personnel office, he can ask them to help him find the qualified applicants.

            There are other valuable sources the employer can use, such as employment agencies, consulting firms, placement offices and professional societies. He can also advertise in the classified section of newspapers and magazines and request prospective candidates to send in resumes.

            The employer has two sets of qualifications to consider when he wants to choose from among prospective candidates. He must consider both professional qualifications and personal characteristics. A candidate’s professional qualifications include his education, experience and skills. These can be listed on a resume. Personal characteristics or personality traits must be evaluated through interviews.

Comprehension Questions

1.      What option can an employer first considers when he wants to hire a new employee?

2.      What service can a personnel department provide for a company executive?

3.      What are some recruitment sources outside one’s own company?

4.      What qualifications are important to consider in choosing an employee?

5.      What is meant by “professional qualifications” for a job?

6.      What are some personal characteristics that you would consider in choosing an employee?

D. Vocabulary Practice

From the words listed below, select a word to fit each blank space in the sentence. Use each word only once.

Candidates                              agency                         résumé                                    personal

Prospective                              options                                    personnel                    qualifications

1. I need to find an assistant, so I’ll call an employment ………………………………………….

2. Please don’t ask my age; that’s a very ………………………………. question.

3. Three …………………………………. are being considered for that position.

4. We want to hire additional ……………………. ….for that department.

5. After advertising in the newspaper, he received …………………… from many prospective candidates.

6. There are several ………………….. he can consider when choosing an employee.

7. ……………………. Employees must be interviewed before they can be hired.

8. Her ……………………. For the job include a college degree, good work experience and an energetic personality.

E. Speaking Practice

Make a group of 5, and make a dialogue about job (kinds of job, its description, its place) then perform it in front of class fluently.

E. Writing

Choose 5 kinds of job and describe it completely!

1.      ……………………………………………………………………………………………..

……………………………………………………………………………………………..

2.      ……………………………………………………………………………………………..

……………………………………………………………………………………………..

3.      ……………………………………………………………………………………………..

……………………………………………………………………………………………..

4.      ……………………………………………………………………………………………..

……………………………………………………………………………………………..

5        ……………………………………………………………………………………………..

……………………………………………………………………………………………..

UNIT II

JOB VACANCY ADVERTISEMENT AND APPLICATION LETTER

2.1       JOB VACANCY ADVERTISEMENT

A job vacancy advertisement is placed when a vacancy arises within a company or organization. Job advertisements can be found in newspapers, online and on notice boards at companies and colleges. A vacancy or job opening refers to a job offered by a firm that wishes to hire a worker.   

Read the following job advertisements carefully!

Advertisement 1

PT Buana Putra Pratama Raya, a new established Environmental based company in South Jakarta, is looking for:

Secretary for The Project Manager (SPM)

Requirements:
-Candidates must possess at least a min D3 degree from a reputable Institutions
-Female, max 27 years old, Single
-Fresh graduates are welcome, Experienced (preferable)
-Computer literate (familiar with office, excel, etc)
-Able to speak the English language is preferable
-Strong appearance with excellent interpersonal skills
-Communicative
-Able to cooperate with field work environment

We offer an excellent salary, an incentive scheme and a company pension. Please send your application and complete CV with recent photograph by this date by mentioning your preferred position Code SPM on the right top of the envelope to:
Putra Tambunan
PT Buana Putra Pratama Raya
Jl. Soeprapto No.102
Jakarta Selatan 12960
or
Email: buanaputra@hotmail.com
(With subject “Application for SPM”)

Advertisement 2

PT. AKR CORPORINDO

PT. AKR Corporindo is a well established public listed company. We are one of Indonesia’s largest distribution in handling bulk chemical, and petroleum products with intensive logistic facilities. To support our fast growth, we are seeking for highly qualified professional candidates to join our team as:

SENIOR SECRETARY (SS)

Location: Jakarta

Qualifications:

FEMALE

Age min. 28 max. 35 years old

S1 in Secretary

Minimum 5 years of working experience as a Secretary to Director

Tidy, detail-oriented, self-driven, good in time management, able to work well under pressure

Fluent in both oral and written English

Able to read, speak, write in Mandarin would be an advantage

Physically and mentally healthy

Good in computer skill (MS Office), good in typing.

Excellent in planning skill

If you are confident that you can meet our requirement, please forward your application with complete resume and most recent photograph (in MS Word file) to:

People Development PT. AKR CORPORINDO TBK

E-mail : people.dev@akr.co.id

Advertisement 3

IBI  THIRSTY FOR SUCCESS? SALES REPRESENTATIVE, IBI London and Southeast England $ 30.000 + car + benefit We are a large soft drinks company based in London. Last year we increased our sales by 15 % and launched several new products. At present we are expanding our sales force, creating opportunities throughout the country for experienced sales representatives. Our sales representatives manage their own areas and help customers to promote our brand. They show customer how to increase sales. They advise customers on equipment, advertising and special promotion. If you are : - ambitious - Energetic and good looking - enthusiastic And you have ; . customer service or sales experience .computer literate . good communication skill . a clean driving license We would like to meet you. We offer an excellent salary, an incentive scheme and a company pension. Please submit your application letter and your CV to : IBI HRD Department, 5th  Sean Road, England not later than 2 weeks after this advertisement. The selected candidates will be notified for further interview.

Answer these questions (Based on Advertisement 3) !

1.      What kind of company that advertise this job opportunity?

2.      What position is needed?

3.      Mention the requirements for this job opportunity

4.      Mention the rewards that offered by the company

5.      How long will your application letter be accepted?

LANGUAGE FOCUS

Job vacancy advertisement is the advertisement that made by the company in looking for the candidate to fulfill the position in their company/office. In making the job advertisement, we should mention the things below: - the company profile -the position needed The requirements in general and specific The reward/ re-numeration that will be offered for the selected candidates The address of the company  The period of time that needed to submit the candidate’s application letter

Writing Practice:

Imagine that you have a company and you are looking for a person to fulfill the secretary (or other) position in your company. Make a job opportunity advertisement

2.2       JOB APPLICATION LETTER

Kupang, 21 September 2012 Metropolitan Company 23rd Mawar Street Jakarta Attention : HRD Manager Dear Sir/Madam, I have seen your job vacancy advertisement on Pos Kupang daily on 25th September 2012 that your company is seeking the person to fulfill the position of Secretary. Herewith I would like to apply for the position. I’m 23 years old, I graduated from Business Department of State polytechnic of  Kupang in 2010. I have one year experience as a secretary in the local company. I’m energetic, hard working and I have good communication skill in English both oral or written, I also have computer literate. I’m so glad if you could give me this opportunity to join in your company. As your consideration, I enclose my CV, Copy of degree certificate and academic transcript, the newest photos and the copy of computer course and English certificates. I’m waiting for your further reply of my application letter. Your sincerely, Maria L. Ndolu

Answer these questions!

1.      What kind of position that the applicant applies?

2.      How did she know about this vacancy?

3.      Mention the abilities that she has.

4.      What are the enclosures in this letter?

5.      Does she hope that she will be accepted for this position?

LANGUAGE FOCUS

APPLICATION LETTER  The parts of application letter : -          Date of the letter -          The company address -          The person who want to be sent this letter -          Salutation -          Opening sentences, explain how do you know this vacancy -          The content, mention your intention , promote/introduce yourself, your ability to fulfill the position ,mention the enclosures -          Closing sentences, your hope about this opportunity -          Your regard -          Your signature -          Enclosure the sentences that we use must be in polite manner, we should promote ourselves well in order to make the company interested with our application letter.

CURRICULUM VITAE Full Name           : Maria L Ndolu Date of Birth       : 12th November 1989 Place of Birth      : Kupang Nationality          : Indonesian Religion              : Catholic Status                  : Single Recent address    : Timor Raya Street no. 5, Kupang , East Nusa Tenggara Educational background : Elementary school  : Santo Yoseph Elementary School Kupang, graduated in 2001 Junior high School  : Santa Theresia Junior High School Kupang, graduated in 2004 Senior High School : State High School 1, Kupang, graduated in 2007 University                : Business department of State polytechnic of kupang, graduated in 2010  Experience : 2010 – now.  Junior Secretary in Mandala Bank, Kupang.                        . set the schedule for the chairman                        . fill the document                        . handling the telephone                        . prepare the meeting Key skill: Fluent in English and mandarin Computer skill : Microsoft words, Excel, Power point Interest: Reading and travelling Reference : Professional and personal references available on request

An application letter is a letter or document sent with your resume or curriculum vitae to provide additional information on your skills and experience. An application letter typically provides detailed information on why you are qualified for the job you are applying for. Effective application letters explain the reasons for your interest in the specific organization and identify your most relevant skills or experiences.

When writing the letters of application, the first thing that should be born in mind is that the structure of the application letters is quite simple, as can be identified from the content of the letter. You should use simple language and keep the letters brief (short but clear), because employers do not have the time or inclination to wade through a pile of long and rambling letters.   It is advisable that the letters of application should look impressive. This means that the excellence of presentation should create a very positive impression.

2.2.1    Application Letter Format

The following application letter format lists the information you need to include in the application letter you submit with your resume. Use this application letter format as a guideline to create customized cover letters to send to employers.

Your Name (optional)
Your Address
City, State, Zip Code
Phone Number
Email Address
Date
Employer Contact Information (if you have it)
Name
Title
Company
Address
City, State, Zip Code
Salutation
Dear Mr./Ms. Last Name, (leave out if you don't have a contact)

If you don't have a contact person at the company either leave off the salutation from your cover letter and start with the first paragraph of your letter or use a general salutation.

General Salutations for Application Letters

• Dear Hiring Manager
• To whom it may concern
• Dear Human Resources Manager
• Dear Sir or Madam

Dear Sirs (This salutation is the normal salutation addressed to a company rather than to an individual within the company.
First Paragraph
The first paragraph of your letter should include information on why you are writing. Mention the position you are applying for and where you found the job listing. Include the name of a mutual contact, if you have one.
Middle Paragraph(s)
The next section of your application letter should describe what you have to offer the employer. Mention specifically how your qualifications match the job you are applying for.
Final Paragraph
Conclude your application letter by thanking the employer for considering you for the position. Include information on how you will follow-up.
Complimentary Close
The forms of complimentary close used should be in accordance with the salutation used, as in the following:

-          If the salutation is ‘Dear Sirs’ or ‘Dear Sir’ the complimentary close used is either ‘Yours faithfully’ or ‘Your truly’ (less common).  If the salutation is addressed by name, like Dear Mr. Smith , Dear Mrs. Simpsons or Ms. Swan, the complimentary close used is ‘Yours sincerely’.

Salutation                                Complimentary Close

Dear Sirs                                 Yours faithfully (Your truly)

Dear Sir / Dear Madam           Yours faithfully (Your truly)

Dear Mr. Smith                       Yours sincerely

Dear Mrs. Simpsons                Yours sincerely

Dear Ms. Swan                       Yours sincerely

Signature

The name of the person signing the letter is typed below.

2.2.2    Expressions used in application letters

A.        Opening Paragraph

• I would like to apply for the post of ……… in your company.
• I have seen your advertisements for a …. And would like to apply for the post.
• In response to your advertisement in Jakarta Times, I would like to apply for the post of ………. in your company.
• With reference to your advertisement in Today’s Jobs in jobvancancy.com, I should like to apply for the position of ……………………….. you offered.
• With reference to your advertisement in Pos Kupang of …. I would like to be considered for the post of ……….. you offered.
• Having read your advertisement in Jakarta Post of ….. I offer herewith my service for the post of ……
• Having heard from a friend of mine who works for your company that you need a ……….. I herewith take the liberty of tendering my application.

B. .      Closing Paragraph

• I look forward to your reply.
• I look forward to having your reply.
• I would be glad to meet you for an interview and look forward to having your response.
• I look forward to an opportunity of an interview in your office.
• I would be grateful if you would give me an opportunity of an interview.
• Thank you for your time and consideration. I look forward to speaking with you about this employment opportunity.

§  Thank you for your attention and consideration.

Letter of Application 1

Letter of application 2

Marry Ann Florien
45 Gaines Road
Cityville, USA 56734
695-888-8756

florien45@yahoo.com

March 9, 2006

Mr. Ronaldo
Personal Manager
Jones and Harder Printing Company
51 Hilbert Drive
Cityville, USA 99999

Dear Mr.Ronaldo:

With reference to your advertisement in today’s issue in atoznewtips.com, I should like to apply for the position of an executive secretary you offered.

I graduated from a qualified Secretary Academy with the best predicate. I have experience in handling Executive secretary’s jobs for the last two years (see my resume for the detail) and am now interested in joining your team taking responsibility for Executive Secretary. I believe I have the skill set and the experience you’re looking for.

If you wish to meet me in person to discuss my ability to do this job, please phone me at 695-888-8756 and I'll arrange to come to your office at your convenience any weekday afternoon. Thank you for considering me for the job.

Sincerely,


Marry Ann Florien 

Enclosure: Curriculum Vitae

2.2.3    Curriculum Vitae

A curriculum vitae, commonly referred to as CV includes a summary of your educational and academic background, as well as teaching and research experience, publications, presentations, awards, honors, affiliations, and other details. Here’s the example of curriculum vitae.

CURRICULUM VITAE

Name                           : Linda R. Smith

Date of Birth               : September 17, 1985

Age                             : 26

Nationality                  : Indonesia

Address                       : Jl. Museum Raya No.3 Jakarta 10002

Telephone                    : 087 889 789 656

Marital Status              : Single

Education                    : Elementary School

                                      Junior High School

                                      Senior High School

                                      International Secretarial College

                                      Indonesia Secretarial Institute

Activities                     : College of Arts and Sciences Service Center.

Work Experience          :2004 – 2007 Personal secretary to Sales Manager of International Computer Tbk

                                       2007 – 2010 Secretary to Marketing Manager of Jakarta Television Manufacturer.

Skills                             : Typing, Word Processor, Secretarial Procedures, Commercial Correspondence.

Interest                         : Photography

Language                      : Fluency in English and French

Reference                     : Mr. Harold Wilson,  Jln. Thamrin 24 Jakarta.

UNIT III

JOB INTERVIEW

Conversation 1

Interviewer      : How many job have you had since leaving university?

Candidate       : I’ve work for six companies

I                       : Why have you changed job so often?

C                     : I wanted to earn more money

I                       : What have you done that shows leadership?

C                    : Well, I lead the sales team. I’m also chairperson of a local business association.

I                       : In what ways has your job changed since you joined the company?

C                     : I know have more responsibility and work longer hours.

I                       : Have you ever worked with difficult person?

C                     : Well, the boss in my last company wasn’t easy to work with

Conversation 2

I          : Why do you want this job?

C         : I like travelling and using my languages. I also like meeting people, and I want a new challenge. I really want to work for this company. It has an excellent reputation. I think with my excellent sales experience I can contribute to its success.

I          : What is your strength?

C         : I’m fluent in Italian and Spanish. I’m good at training sales staff and I get on well with people. I think I’m very good at organizing seminars for customers.

I          : What mistakes have you made?

C         : I’m not patient when people don’t meet deadlines.

I          : What kind of people do you work well with?

C         : I like people who work hard and who are reliable

I          : What are your interests?

C        : As I said before, I like travelling, and I like reading travel books. I also like aerobics and skiing.

I         : Do you have any question to ask us ?

C        : If I get the job, when would you like me to start?   

Conversation 3

I : I’d like to ask you about your work experience. What did you learn from your last job?

C : I learned to sell machines, and I improve my computer skills.

I : Do you have any special skills?

C : I’m good at languages. I speak Japanese very well. Also I find selling very easy.

I : What do you want to do in the future?     

C : Well, I plan to be head of a large marketing department.

I : Finally, about your interests, what do you do in your free time?

C : Well, I spend a lot of time playing golf at the weekend. And I’m keen on fitness so I go to the gym a  lot.

Discuss it! What kind of questions that are asked by the interviewer in each conversation?

LANGUAGE FOCUS

JOB INTERVIEW There are two types of questions in the interview: -          Open question : the question that should be answered by giving the reason, idea, example and explanation -          Closed question : the question that should be answered using YES or NO answers The kinds of questions that the interviewer asks about are : -          The experience     : how many job have you had since leaving university? - I ‘ve had ……………………………. What have you done that shows your leadership?  - Well, I had a problem with…..                                   What did you learn from your last job? - I learned to… -          The skill                  ; What are you good at?               I’m good at ……………..                                    Do you have any special skill?    Yes, I’m keen at……………..                                                                                          My main strength is …………….                                    What’s your ability that supports this job?  I can ………………… -          The future plan    : What do you want to do in the future? My main aim is to …………                                 Where do you want to be in ten years time? I plan to be …………                                                                                                        I hope to have ……… -          The interest          : What do you do in your free time? I really enjoy …………….                                   What is your main interest? I spend a lot of time ………………….. -          Reason to apply the job : Why do you apply this position? Because I want to improve… Why do you want this job?  Because this job is really interested to me.

Speaking Practice :

Find a partner, play the role play as the candidate and the interviewer. Use the open and closed questions.

UNIT IV

BUSINESS LETTER,  E-MAIL AND MEMO

A. Letter

Letter-writing serves a very important role in business activities for some reasons, as in the following:

1.      In spite of oral communication, the writing of letters still continues is business activities or transactions with the purpose of confirmation.

2.      The writing of letters is often made as an evidence of business activities, such as an evidence of order, of arrangement or of contract.

3.      The writing of letters aims to secure the interest of the reader and his cooperation.

For those reasons, the business letter should be written with care in order to avoid misunderstanding for the reader or the receiver of the letter.

Letter-writing as a form of communication has some advantages as well as disadvantages.

 1.Advantages

• It provides record, references and legal defenses
• The messages to be sent can be carefully prepared
• It can accommodate the needs of a large audience through mass mailings
• It promotes uniformity and policy
• It can reduce cost (cost efficiency)

2. Disadvantages

• It may create a mountain of paper
• It may be poorly expressed because it is done by ineffective writer
• It may provide no immediate response or feedback from the receiver
• It may be misunderstood or misinterpreted by the reader because of using technical jargons, ineffective sentence structure, incorrect spelling, and being too wordy, etc

3. Note

• Of those points above, we can identify the differences between written communication and oral communication.
• Regardless their points of differences, it is worth nothing that both oral and written form of communication are very essentials in business activities

Basic Qualities of Business Letter:

As in other formal correspondence, the writing of business letter must be done with care in order to secure the interest of the reader and his cooperation. Accordingly, the business letter written should be: complete, concise, logically planned, clearly and politely expressed in grammatically correct modem English, tidily and attractively presented.

This part provides some ideas concerning the basic qualities that should be considered when writing business letter, involving: completeness, conciseness, planning, clearness and politeness and presentation.

1. Completeness

When writing business letter, the writer should make sure that every part of his letter is complete in every way. This means that he should make sure that everything he wishes to state and everything which the recipient wants to know or should be told is included in other words, the letter is complete if it covers all the information required for both the writer and the reader.

2. Conciseness

A question frequently asked is a follows: ‘How long should a good business letter be?’ The answer is: ‘As long as it is necessary to say what has to be said’. This means that the letter should be concise, in the sense that it is not too long or too short but it serves the intended purpose and covers all the information needed or required (what the reader wants to know).

3. Planning

In order to write a complete and concise business letter, it is very necessary to plan it first. If the letter consists of more than one point, for instance, it is advisable to organize them in such a way that it provides complete ideas. This is what is called planning in the case of writing business letter. Such a planning can be done on the basis of the order of importance.

4. Clearness and Politeness

The business letter should be clear and polite. The clearness and politeness of the letter can be identified in terms of language and tone.

a)      Language

Language is a chief means of communication belonging to people. Therefore, when conducting communication we should to choose and arrange our words for the sole purpose of conveying meaning. Bearing this in mind, when writing a business letter it is advisable to use formal but unaffected language.

The important points that should be considered in relation to the degree of formality in the use of language are as follows:

·            The letter should be free of slang and other colloquialism. This means that the expressions used only in conversation, outdated and awkward jargons are avoided. The implication is that the language used should be the modem language, not the old language.

·            The words and expressions chosen should be suitable for   communicating the writer’s messages to the reader. Therefore, one should choose words and expressions likely to be understood by the reader or recipient of the letter.

·            The letter should be written in property constructed and grammatically correct sentences, spelt correctly as well as punctuated sensibly. The implication is that when writing a business letter we should use plain language in order to be understood by the receiver the letter sent.

b)      Tone

In addition to the matter of language used, it is also advisable to think of the business letter, that is, the impression given to the recipient of the sender’s attitude to him and to the subject of the letter (correspondence). Therefore, the business letters should be written in a polite manner in order to have a good impression for the reader or receiver of the letter.

5. Presentation

Business letter should be tidily and attractively presented for this, it is advisable that the letter should be logically hand-written or well-typed, and the various parts of the letter should be suitably and attractively spaced.

Parts of Business Letter

Business letters consist of several parts which are closely related one another. However, in the case of writing business letter not all those parts should be included because some while other are additional.

________________________

_______________________________ (1)

________________________

_____________________ (2)

___________________ (3)

______________________

______________________ (4)

______________________

_______________________ (5)

______________________ (6)

_____________________________ (7)

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________ (8)

____________________________________________________________________________

____________________________________________________________________________

____________________________________________________________________________

__________________ (9)

__________________ (10)

__________________ (11)

__________________ (12)

1. Letter Head                             5. Attention Line                    9. Complimentary close
2. Reference line                         6. Salutation                            10. Signature
3. Date line                                  7. Subject line                         11. Enclosure
4. Inside Address                                    8. Body of letter                     12. Carbon Copy

In this part, the two major part of business letter will be presented, covering compulsory part and additional parts.

A. Compulsory parts

The compulsory parts of business letter are as follows: letter head (heading), date, inside address, salutation (greeting), body of the letter, complimentary close, Signature. When writing letters, these parts should be included, and if not, the letters are not complete as it is.

1. Letter Head/Heading

Different from personal or friendly letters, business letters are usually typed on notepaper bearing a specially designed heading. The heading provides the readers of the letter with essential information about the organization sending the letters. Normally, the information existing in the heading includes: the company’s name and address, telephone number and telegraphic address, the type business it is engaged in (line off business), telex code, electronic mail, etc.

In line with this, it is important to remember that the kinds of letter bearing headings are often used in the following letters from firms to private individuals. e g in Circulars letters and final demand for payment.

2. Date

The date is typed on the same line as the reference, on the right. The simplest and clearest form which is in current use the English-speaking word is a follows: 13 July 1998 however, there are still some other alternative ways of writing the date in English business letter, as shown the following.

July 13, 1998 (Americans put the name of the month first)

13 July 1998

July 13^th, 1998.

British Style	American Style
12th September, 1993 12 September 1993	September 12th, 1993 September 12, 1993

-          the twelfth of September nineteen ninety-three

-          September the twelfth nineteen ninety-three.

Some firms or companies still insist on a comma before the year, but others insist this unnecessary. In addition, it is advisable not to repeat or rewrite the name of the town or city where the letter originates before the date because it has been stated in the heading however, writing the date in a highly abbreviated form such as 12.7.1998 should not be done English business letter because it could result in confusion.

In Britain 12.7.1998 means 12 July 1998

In the USA 12.7.1998 means December 7 1998

The use of headings in such letters is unexceptionable and often desirable. Also, the use of headings to individuals may create an impression of unfriendliness and coldness, except in final demands for payment as already mentioned above. Therefore, we should bear in mind when the headings are used or not in order to avoid some trouble in our further relationship and cooperation.

3. Inside Address

Here, you write the name and the address of the letter recipient. There are a few points concerning the writing of inside address in business letter that should be taken into account.

• It should be typed on the left.
• The address should be complete. The completeness is particularly desirable in the international correspondence, where the name of country should be included. The failure to supply complete address always causes delays inconvenience.

4. Salutation/Greeting

 The salutation is typed about two spaces below the address. However, every company has its own policy dealing with the writing of salutation. When writing business letter, the types of salutation that can be used are is in the following:

·         Dear Sirs

This salutation is the normal salutation addressed to a company rather than to an individual within the company.

·         When writing to an individual within the firm addressed, the salutations that might be used are as follows:

Dear Sir, or if the recipient is known to be a woman we use: dear Madam. While, Dear Mr …. Dear Miss ….. are used if the letters are addressed by names rather than by their position in the company, such as.

Dear Mr. Smith                                              Dear Mrs. Swan

·         The use of dear Ms ……. Has become quite common in recent years, because it does not indicate whether the person addressed is married or unmarried, such as:

Dear Ms. Paltrow                               Dear Ms. Swan

5. Body of letter

In terms of it structure, the body of a business letter can be divided into several parts including. Opening part, Core part, and closing part. The ideas provided in these three parts must be related two one another.

6. Complimentary close

The complimentary close in typed above the name of the firm or company sending the letter, than a space is for the signature. Added to his, the forms the complimentary close use should be in accordance with the salutation used, as in the following:

·         If the salutation is ‘Dear Sirs’ or Dear Sir’ the complimentary close used is either ‘Yours faithfully’ or ‘Your truly’ (less common).

Salutation                                                        Complimentary close

Dear Sirs                                                         Yours faithfully (Your truly)

Dear Sir                                                           Yours faithfully (Your truly)

·         If the salutation is addressed by the name, like dear Mr. Mbegot or Dear Mrs. Jacobs, the complimentary close uses is ‘Yours sincerely, ‘Cordially yours’, ‘With best regards’, etc.

British Style	American Style
Sincerely, Yours Sincerely, With best wishes,	Sincerely yours / yours sincerely, Cordially yours, With best regards,

7. Signature

The name of the person signing the letter is typed below the left for the signature, and is following on the next line by his/her position in the firm or company, such as Marketing Manager, or by name of the department he/she represents, such as: Marketing Division.

In the absence of the person who is in charge of signing the letter, the letter can be signed by the typist or some other employee connected with the letter in question will sign it instead. In such cases, he or she will write the word for or the initials ‘p.p.’ (which stands for per procurationem) immediately before the typed name of the employee responsible for the letter.

B. Additional Parts

The additional parts of business letter are: reference, attention line, subject line, enclosure, postscript, and carbon copy.

1. Reference

The reference is typed on the some line as the date, but on the left. It consists of the initials of the person who signs the letter and those of the typist, such as:

·         DM which stands for Damianus Manjur

·         LL which stands for Lasarus Lalongkador

·         MK which stands for Mohamad Kopong

Sometimes other initials or figures are added for the sake of filling system. In a reply, the reference initials of the addressed company usually quoted with the purpose of easily retrieving the information about the letter, especially the person who typed the letter.

Example:         Ref: WS/LS/C5

                        WS à initial of the person who signs the letter, it stands for William Smith.

                        LS à initial of the person who types the letter, it stands for Linda Smith

                        C5 à filling number in filling system

2. Attention Line

Attention line is the part of business letter referring to the person to whom the letter is sent, such as: Mr. Robert Rondonuwu. Mrs. Martina Jeja. Ms. Lilik Suryadi. This will also be a little help to know the person who is charge of the matter in the letter.

3. Subject Line

This part refers to the subject of the letter, appearing below the salutation. By doing so, it will be easy for the receiver of the letter to handle the letter in question.

Example:         Subject            : Computer Sales

                        SUBJECT : Purchase Order No. 21MDX

Beside that, the Latin word ‘Re’ is sometimes used to replace the word ‘ Subject’

Example:         Re : Purchase Order No. 21MDX     

4. Enclosure

 If any, a business letter may have an enclosure or enclosures which are often reduced to Enc. Or Encl. the enclosure is typed against the left hand margin some distance below the signature.

5. Postscript

Post script is reduced to PS is the part of letter providing some additional information in relation to the letter. The common typing for the word Postscript is P.S           PS.       PS:       PS-

P.S If you order within seven days, we can give you a 10 percent discount.

6. Carbon copy

Carbon copy which is reduced to CC refers to the address to whom the letter should also be sent.

B. E-MAIL

Electronic mail, commonly called email or e-mail, is a method of exchanging digital messages from an author to one or more recipients. Today's email systems are based on a store-and-forward model. Email servers accept, forward, deliver and store messages.

An email consists of three components

-          Header — Structured into fields such as From, To, CC, Subject, Date, and other information about the email.

-          Body — The basic content, as unstructured text; sometimes containing a signature block at the end. This is exactly the same as the body of a regular letter.

-          Attachments - Email messages may have one or more attachments. Attachments serve the purpose of delivering binary or text files of unspecified size.

Common header fields for email include:

• To: The email address(es), and optionally name(s) of the message's recipient(s). Indicates primary recipients (multiple allowed), for secondary recipients see Cc: and Bcc: below.
• Subject: A brief summary of the topic of the message. Certain abbreviations are commonly used in the subject, including "RE:" and "FW:".
• Bcc: Blind Carbon Copy; addresses added to the delivery list but not (usually) listed in the message data, remaining invisible to other recipients. (optional) The Bcc: field helps you deal with the problems created by Cc:. As it is the case with Cc:, a copy of the message goes to every single email address appearing in the Bcc: field.  The difference is that neither the Bcc: field itself nor the email addresses in it appear in any of the copies (and not in the message sent to the person in the To: field either).

The only recipient address that will be visible to all recipients is the one in the To: field. So, to keep maximum anonymity you can put your own address in the To: field and use Bcc: exclusively to address your message.

·         Cc: Carbon copy; Many email clients will mark email in your inbox differently depending on whether you are in the To: or Cc: list. When you send a message to more than one address using the Cc: field, both the original recipient and all the recipients of the carbon copies see the To: and Cc: fields including all the addresses in them. This means that every recipient gets to know the email addresses of all the persons that received your message. This is usually not desirable. Nobody likes their email address exposed to the public. Full Cc: fields also don't look all that good. They can become quite long and grow big on the screen. Lots of email addresses will overshadow little message text.

• Received: Tracking information generated by mail servers that have previously handled a message, in reverse order (last handler first).
• References: Message-ID of the message that this is a reply to, and the message-id of the message the previous reply was a reply to, etc.
• Reply-To: Address that should be used to reply to the message.
• Sender: Address of the actual sender acting on behalf of the author listed in the From: field (secretary, list manager, etc.).

·         Archived-At: A direct link to the archived form of an individual email message.

·         Attachment: Email messages may have one or more attachments. Attachments serve the purpose of delivering binary or text files of unspecified size. Attachments field is used to attach file to an E-mail like mp3, Microsoft word, pdf, zip, rar, etc.

C. MEMO

A memo, short for the word memorandum, comes from the Latin verbal phrase memorandum est,, which means, "to be remembered." It is a compact written message designed to help someone remember something. For example, a list of groceries to be picked up on your way home from work is a memo, a simple list of things to be remembered later.
A memo is:

o    a hard-copy (sent on paper) document

o    used for communicating inside an organisation

o    usually short

o    contains To, From, Date, Subject Headings and Message sections

o    does not need to be signed, but sometimes has the sender's name at the bottom to be more friendly, or the sender's full name to be more formal. If in doubt, follow your company style.

Why write memos?

Memos are useful in situations where e-mails or text messages are not suitable. For example, if you are sending an object, such as a book or a paper that needs to be signed, through internal office mail, you can use a memo as a covering note to explain what the receiver should do.
Formatting Business Memos

The format of a business memo differs in two significant ways from that of a business letter: 1) it does not include an inside address and, 2) it does not include a salutation or a complimentary close. Those elements, all of which are required in a business letter, are not required in a business memo.

There are only two formatting decisions to make, each of which is a simple matter of preference. The heading may be formatted either vertically or horizontally and the body in either a full or modified block style. 

• Full Block Style: Left justified, single-spaced paragraphs separated by a double space.
• Modified Block Style: Indented, single-spaced paragraphs not separated by a double space.
• Secondary Pages: All but the first page should include a header containing the recipient's name, the page number, and the date.

There are three elements of a business memo: 1) the title, 2) the heading, 3) the body. When additional notations are required they should be justified to the left hand margin two spaces below the body.

Memo Title

The title of a business memo is the word MEMO or MEMORANDUM, in an appropriate font style centered at the top of the first page. Printed in bold uppercase letters it informs the reader that the document is an internal communication.

There are no hard and fast rules governing the size of the letters but the font you select should be sized one or two points larger than that of the text found in the actual message. Standard message text is 12, so select 14 or 16 on your toolbar.

On a preprinted memo sheet the title word MEMO will appear below the company logo and above the heading.

Memo Heading

The heading of a business memo consists of four distinct information fields and should begin two spaces below the title.

Each field is identified by a single word, followed by a colon, printed in bold uppercase letters. Though not mandatory, it is generally accepted that their order of appearance is as follows:

TO:

• The recipient's name goes here. It is generally accepted practice that titles such as Mr., Mrs., and Dr. are not used in this field. Formal situations do, however, call for using full names. A title or position, such as Purchasing Agent, should follow if appropriate.
• When informal situations call for using a first name or a nickname, by all means, go ahead. Includes the first and last name and titles or departments of the recipients for formal memos, memos to superiors, or if everyone on the list does not know each other. If all recipients know each other's names and positions, use just the first initial and last name of each recipient. This is a judgment call that you should make based upon the relationship you have with the reader.
• When two or three people are to receive the same memo all of their names may be placed on the same line. They should appear either alphabetically or in descending order, according to where they rank in a company's organizational chart.
• When the number of people meant to receive the same memo is too large, place only the first or most important name on the line. The rest can then be named in a cc notation. Or if it is not possible to fit all the names in the To: area, use the phrase "See distribution list." At the end of the memo add the word "Distribution" and then list the names of the people who will receive a copy of the memo.
• On many occasions it is appropriate to use a generic term, such as Colorado, Wyoming and Montana Sales Associates in place of a proper name.

FROM:

• Your name goes here. As with the recipient's name, titles such as Mr., Mrs., and Dr. are not customarily used in this field. In formal situations, however, you should use your full name, followed by a job related title, such as Public Relations Manager, if it helps identify you to those with whom you are not acquainted.
• Again, as with the recipient's name, your decision on the level of formality is a judgment call that should be based upon the relationship you have with the reader. If a first name or a nickname is appropriate, by all means, go ahead.
• You should hand write your initials near the end of your printed name. It personalizes your business memo while authorizing its contents.
• There is no complimentary close or signature line, but authors initial their names on the From: line

DATE:

• To avoid any misunderstanding, the date should always be spelled out. It's a cultural thing.
• In the United States the numerical representation 7/4/04 means July 4, 2004; in other countries it means 7 April 2004 (avoid using numbers for months and days).
• In a globally interconnected business world, accuracy on this point is essential.

SUBJECT:

•  Indicates the main subject of the letter. It should indicate exactly what the memo is about. It should be as specific and concise as possible, but can be understood by the reader, at a glance, to what the information or instructions contained in the body pertains to.
• Trade Show as a subject doesn't cut it; it's too vague. Trade Show/Travel Budget is better, but First Quarter Trade Show/Expense Account Rules is much more complete.
• Capitalize all key words. Articles, conjunctions, and prepositions should be capitalized only when they occur at the beginning or end of your subject line.

Memo Body

The body of a business memo, depending on its subject, can be as short as one or two sentences or as long as several pages.

If you have two subjects, send two memos. If not, and the memo is still long, you may want to turn it into a report, or a summary of a report, and sent it out attached to a memo that briefly describes what it is about.

A complex memo will include the following four elements:

Opening

• Who, What, Where, When, Why? The opening sentence of a business memo should state the objective, or reason for writing.
• The objective is the answer to some or all of the "W" questions a person might reasonably ask after having read the SUBJECT line of a memo.
• Should one sentence not be enough to convey the objective, one or two more sentences can supply the background information necessary for the reader to comprehend the memo's purpose.

Summary

• Following the opening, furnish the details; provide, describe, and analyze whatever information or instructions are relevant to the subject at hand.
• The key is to present the details in an uncomplicated manner. The reader should be able to quickly single out specifically what is most important for him or her to know.
• This can often be done in a bulleted list, however, it is important to avoid going overboard. Lists by nature are short on context. They are great for simple messages but, nevertheless, you must supply enough information for the list to make contextual sense.
• More complex messages can be broken into subsections with descriptive headings printed in bold, underlined, or italicized.

Discussion

• When necessary, follow your summary with a section rounding out the details of your business memo. Include contextual material that specifically supports the information or instructions you are providing.
• Remember that a memo is also a reference tool and may be called upon at any time to provide a written snapshot of a previous event, action, or decision. Avoid being sketchy with the details.
• Include names of people, times of meetings, actions previously taken, decisions made, etc., whenever they bear directly on the subject of your message.

Closing

• Closing remarks are an opportunity to restate your observations and analysis, make recommendations, and propose solutions. You've put it in writing; now call for an action.
• If you expect cooperation, be considerate. As in any form of communication, a respectful tone goes a long way toward achieving the results you desire.

Additional Notations

A number of situations call for a business memo to be marked with additional notations. They should be placed two spaces below the body of the memo.

When a memo references one or more documents that are enclosed by the writer, the enclosure is noted in one of the following ways:

• Enclosure: Wholesale Pricing Packet
• Enclosures (5)
• Enc. (or Encs.)

When a memo has been dictated to an assistant it should be initialed. Both writer and assistant are acknowledged with their personal initials. The writer's initials appear in uppercase letters and the assistant's will appear in lowercase letters in one of the following ways:

• EIB: pjc
• IMK/pjc

When copies of a memo are sent to named business associates or other interested parties, those recipients are acknowledged with their full name as in the following example.

• cc: Annie Getz
• cc: Glenn Widget, Ida Mae Knott

• lists those readers who should have a copy of the memo for their information or reference but are not expected to carry out the same action as the recipients listed in the To: line

• "cc" can also be placed at the end of the memo below the distribution list (if used)

Examples:

MEMO

To            : Carlos Divietro

                   Vice President, HR

From       : Francesca Stein

                   Manager, HR

Date        : July 15^th 2013

Subject   : Overtime

Following a meeting yesterday afternoon with the Workers’ Council we have come to an agreement about employee overtime.

1.       Employees can work a maximum of 30 hours overtime per month.

2.       Employees can work a maximum of 10 hours per day.

3.       Employees can choose to be paid for overtime or be given holiday

FS

MEMORANDUM To: All Staff Members From: Allen White, President Date: November 5, 2001 Re: Company Merger I'd like to set the record straight. Perhaps you have heard rumours of all sorts to the effect that the company is going out of business, is being sold, or is merging. Well, I am pleased to tell you that the last is true. We are merging. Effective January 1, we will become a wholly owned subsidiary of ABC, Inc. Principals at ABC have asked me to let you know of their sincere intentions to continue operating this division on a autonomous basis and to retain all the employees who are currently on the payroll. There are many benefits to be gained by the merger, and I would like to inform you of them personally. There will be a company-wide meeting in the auditorium on Monday, November 12, 2001 at noon. The meeting will be over lunch (provided by ABC), and members of the ABC team will be on hand to personally answer any questions. I'm sure that you'll approve of the merger wholeheartedly once you understand what we have to gain. I look forward to seeing each of you at the luncheon on November 12.

Answer these questions:

1.       What is memo?

2.       Why do we write a memo?

3.       Where can we write a memo?

4.       Mention the parts/ format of a memo completely

5.       Write a memo!

1.       -----------------------------------------------------------------------------------------------------

2.       -----------------------------------------------------------------------------------------------------

3.       -----------------------------------------------------------------------------------------------------

4.       ----------------------------------------------------------------------------------------------------

5.       ----------------------------------------------------------------------------------------------------

EXERCISE : 1. write a memo from the personnel manager, to all the staff on 3^rd march 2013

                         about the uniform that should be worn on Wednesday.

UNIT V

BUSINESS CORRESPONDENCE

I. ORDERING LETTER

Ordering letter is a kind of business letter sent by a buyer (customer) to a seller in order to ask for certain goods. After that, the seller will reply to this ordering letter to inform the buyer that their order was acknowledged. This letter is known as “acknowledging orders”. In acknowledging orders, the seller will inform the method of payment, payment term, date of delivery and also it is attached with several documents as invoice, insurance certificate, bill of landing and delivery order.

Below is the usual expression used when placing order / purchase order.

PLACING ORDER

A.    Opening Paragraph

·         We have received your letter of ……….. and should be glad if you would accept our order for the following goods.

Kami telah menerima surat saudara tanggal …… dan kami merasa senang jika saudara dapat menerima pesanan kami untuk barang-barang berikut ini.

·         We are obliged to your quotation/ letter of ……… and should be glad if you would accept our order for the following goods.

Kami sangat berterima kasih atas penawaran/ surat sauadar tanggal … dan kami merasa senang jika saudara mau menerima pesanan kami untuk barang-barang berikut ini.

·         We thank you for your letter of … and enclose our official order for the following goods.

·         We have received your quotation of …. And please send the following goods as soon as possible.

Kami sudah menerima penawaran saudara tanggal … dan harap segera kirimkan barang-barang berikut ini.

·         We have received your letter of …. And as the prices quoted in your letter are satisfactory, please arrange to deliver the following goods as quickly as possible.

Kami sudah menerima surat saudara tanggal …. Dan Karena harga-harga yang saudara berikan sangat memuaskan, harap siapkan dan kirimkan barang-barang berikut ini secepatnya.

B.     Describing Method of payment

·         We shall pay for the goods by banker’s transfer on receipt of your pro-forma invoice.

Kami akan  membayar barang-barang tersebut melalui transfer bank dengan  diterimanya faktur pro forma anda.

·         We shall open a letter of credit as soon as we receive your pro forma invoice.

Kami akan membuka letter of credit begitu menerima faktur pro forma saudara.

·         We shall pay for the goods by banker’s transfer within 20 days from the date of delivery.

Kami akan membayar barang-barang tersebut melalui transfer bank dalam tempo 20 hari dari tanggal pengiriman barang.

C.     Closing Paragraph

·         We should be grateful for your prompt delivery as the goods are urgently needed.

Kami sangat berterima kasih atas pengiriman saudara secepatnya karena barang-barang tersebut sangat dibutuhkan.

·         We look forward to receiving your advice of delivery by return.

Kami menunggu berita pengiriman sauadar secepatnya.

·         Please kindly acknowledge this order and confirm that you will be able to deliver the goods by the end of this year.

Mohon terima pesanan ini dan konfirmasikan bahwa saudara dapat mengirimkannya sebelum akhir tahun.

Example of Ordering Letter

JAKARTA INTERNATIONAL CORPORATION

Jl. Mangga Lima Raya No. 23

Jakarta 20001

July 30, 2003

Mr. Lawrence C. Jackson

Marketing Manager

Indonesia Textile Cor.

Jl. Merdeka Raya 12

Semarang 12001

Dear Mr. Jackson,

We have received your letter of July 1^st and should be pleased if you would accept our order for the following items:

300 L   size Men’s shirt blue stripes Cat. Ref. B 2341

250 L   size Men’s shirt red stripes Cat. Ref. C 2455

300 M size Men’s shirt red stripes Cat. Ref. Z 5421

20   S   size Men’s shirt blue stripes Cat. Ref. T 2461

300 M size Men’s shirt black stripes Cat. Ref. L 4321

We shall pay for the goods by banker’s transfer within 20 days from the date of the delivery.

We should be grateful for your delivery as the goods are urgently needed.

Yours sincerely,

Hasan Alwi

Chief Buyer

II. ACKNOWLEDGING ORDERS

Below is the usual expressions used in acknowledging orders

1. Opening paragraph

·         We thank you for your order of …. Will dispatch the goods by …

Kami ucapkan terima kasih atas pesanan saudara tanggal… dan kami akan mengirimkan barang-barang melalui…

·         We are pleased to acknowledge your order of …. And will dispatch the goods by…

Dengan senang hati kami terima pesanan saudara tanggal … dan kami akan mengirimkan barang-barang melalui ..

·         We acknowledge with thank your order No. … of …. And enclose our pro-forma invoice No. ….

Dengan mengucapkan terima kasih kami terima pesanan saudara No. … tanggal … dan dengan ini kami lampirkan faktur pro forma kami No ….

·         We are pleased to let you know that the good included in your order No. … of …. Will be dispatched today by …

Dengan senang hati kami beritahukan pada saudara bahwa barang- barang yang tercantum dalam pesanan saudara No.. tangal…. Akan kami kirimkan hari ini melalui ….

2. Closing Paragraph

·         We have been very happy to serve you and look forward to receiving your further order.

Kami sangat senang dapat melayani sauadar dan kami menunggu pesanan saudara selanjutnya.

·         We hope we may have further orders from you.

Kami harap kami akan menerima pesanan saudara selanjutnya.

·         We are pleased to let you know that the goods will be dispatched today.

Kami dengan senag hati memberitahukan bahwa barang-barang akan kami kirimkan hari ini.

·         We hope the goods will reach you safely

Kami harap semoga barang-barang akan tiba pada saudara dengan selamat.

·         We look forward to receiving further orders from you in future.

Kami menunggu pesanan-pesanan selanjutnya dari saudara di waktu yang akan datang.

Example of acknowledging order.

FUJITSHU INTERNATIONAL CORPORATION

23 Kyoti Boulevard

Tokyo 879900

October 25^th, 2005

Mr. Allan Steward

Indonesian Modern Office Equipment Ltd.

Jl. Sekeloa 35 B

Bandung 23001

Dear Mr. Steward,

Subject : Purchase Order No. 567 T

We are pleased to acknowledge your order of October 15^th for :

            100      units     Silver reed                   Catalogue No. 254

            100      units     Canon                          Catalogue No. 232

            100      units     Remington                   Catalogue No. 211

            50        units     IBM                             Catalogue No. 210

We enclose our pro-forma invoice as requested in your letter. The goods will be dispatched by Japan Air Line on receipt of your banker’s transfer.

We look forward to receiving further orders from you in future.

Yours sincerely

William C. Parker

Marketing Manager

Exercise (Type letters as the two following situations and send them through e-mail)

1. Write a letter from Victoria Cycle Works, 23 Broadway Street, Melbourne, Australia to Indonesian Cycle Corporation, Jl. Perdana Raya 13, Semarang 23001 Jawa Tengah Indonesia. Acknowledge order No. 23 ZP for 250 Units Remington Bicycle and 300 units Federal bicycle. Enclose a pro-forma invoice and advise conditions of dispatch on confirmation of banker’s transfer.
2. Write a letter advising dispatch of order No. 23ZP which was collected by Qantas for Indonesia Cycle Corporation. The order is 250 Units Remington 350 units of Federal bicycles. Enclose an air way-bill, insurance certificate, delivery order, and invoice.

UNIT VI

HANDLING COMPLAINTS

The business activities should be conducted in such a way that the customer’s needs are fulfilled. Nevertheless, many facts reveal that the business activities do not proceed smoothly because of some errors done by the seller. This makes the buyer complain or send a complaint letter. Therefore, when writing the complaint letter, the buyer should refer clearly to the articles, by referring his own order number or to that of his supplier’s invoice, or both. He should then specify the nature of his complnt and finally state what he wants his supplier to take.

1.        Complaints

a.        Reason of complaints

There are various reasons of complaints occuring in business activities and some of them are as follows:

• A complaint from a buyer or customer to a seller may arise from the delivery of wrong goods, damaged goods or too many or few goods.
• Even if the right articles are delivered in the right quantities, they may arrive later than expected causing severe difficulty to the buyer and possibly to his customer.
• In addition, the quality of the goods may be unsatisfactory. Perhaps they are not according to the sample or description on the basis of which they were ordered, or they may simply be second-rate products.

Examples of complaint letters

1.    Complaint of late delivery

PT. DUTA INTERNASIONAL

Jln. Armada Timur Satu No.22

Ujung Pandang 10003

Sulawesi Selatan

July 23, 2003

Mr. Paul Halim

Marketing Manager

PT. Jakarta Electronic

Jl. Mangga Lima Raya 23

Jakarta 20001

Dear Mr. Halim,

We regret to have to complain about late delivery of the television we ordered from you on June 22. Although you had given us a guarantee in delivery within 2 weeks, we didn’t receive them until yesterday.

Unfortunately, there has been a similar delay on the previous occasion and this compels us to say that business between us cannot be continued in such a bad condition.

We have felt it necessary to make our feelings known since we cannot give reliable delivery dates to our customers unless we can count on undertakings given by our suppliers.

We hope you will understand how we are placed and that from now we can rely upon punctual completion of our orders.

Yours sincerely,

Riyanto Sugandha

Purchase Manager

2.        Complaints of the wrong goods.

PT. MEGA SANTIAGO ABADI

Jln. Panarukan No.12

Pekanbaru 20001

Riau

October 21st, 2003

Mr. Syaiful Abdullah

Marketing Manager

PT. Dunia Cemerlang Raya

Jl. Cimandiri Satu

Surabaya 12200

Dear Mr. Abdullah,

Subject                        : Our order No. 7NA

After carefully examining the goods supplied to our order no. 7NA of October 9, we must express our dissapointment at the quality of the goods. The goods you sent does not match the samples you showed us when we met before. Some of them are so poor, and we believe that there must have been some mistake in making up our order.

As the quality of the goods are quite unsuited to our needs, we have no choice but to ask you to replace them by those of the quality ordered.

We should be obliged if you could investigate this matter, and as the goods are urgently needed, please let us have the replacement as soon as possible.

Yours sincerely,

Wilson Papilaya

Purchase Manager

3.    Complaints of the damaged goods.

PT. BULAN BINTANG

Jln. Mulia Raya No.21

Kendari 20001

Sulawesi Tenggara

August 21, 2003

Mr. Tirta Setiabudi

Marketing Manager

PT. Dunia Utama Raya

Jl, Pardede Raya no. 16

Jakarta

Dear Mr. Setiabudi

Subject: Our Order No.23FA

We are sorry to report that one of the sixty-seven copies dictionary we ordered from you on June 23 we received yesterday afternoon, were badly damaged.

As the package containing the dictionaries appeared to be in perfect condition, I received and signed for it without any questions. I unpackaged the dictionaries myself with great care and can only assume that the damage must be due to handling at some stage prior to packing.

I shall be glad if you will replace all the damaged dictionaries. I have put all the damaged dictionaries aside and in case you need them to support this claim. I’ll send them back to you.

Yours sincerely,

Anwar R. Subiyakto

Puchase Department

Replying to complaint at the example no 1

PT. JAKARTA ELECTRONIC

Jl. Mangga Lima Raya No. 23

Jakarta 20001

July 30, 2003

Mr. Riyanto Sugandha

Purchase Manager

PT.Duta Internasional

Jl. Armada Timur Satu 22

Ujung Pandang

Sulawesi Selatan

Dear Mr. Sugandha,

We are very sorry to learn from your letter of 23 July, complaining of delay in delivery. It came as a surprise as the absence of any earlier complaint had let us to believe that goods supplied to your order were reaching you punctually.

It is our usual practice to send the goods by the carrier well in advance of promised delivery dates and the televisions you refer to left here on July 7. We are very concerned that our efforts to give punctual delivery should be frustrated by delay in transit. It is very possible that other customers are also affected and we are taking up the whole questions with carriers.

We thank you for drawing our attention to a situation of which we had been quite unaware until you wrote to us and ask you to accept our apologies for the inconvenience you have suffered.

Yours sincerely,

Paul R. Halim

Marketing Manager

Reply to complaint in the example no.2

PT. DUNIA CEMERLANG RAYA

Jl. Cimandiri Satu No. 12

Surabaya 12200

Jawa Timur

November 1st, 2003

Mr. Wilson Papilaya

Purchase Department

PT. Mega Santiago Abadi

Jl. Panaruka No.12

Pekanbaru

Dear Mr. Papilaya,

Subject: Your order No. 7NA

We very much regret to learn from your letter of October 21 that you are not satisfied with the goods supplied to your order No. 7NA.

After carefully checking the goods in our warehouse, confessed that some mistakes have been made in our selection of the goods meant to you. We will of course gladly replace any unsuited goods supplied to your order.

We trust you will receive our replacement in a short time and we also extend our apologies for the inconvenience has caused you.

Yours sincerely,

Syaiful Abdullah

Marketing Manager

Reply to the complaint in the example no.3

PT. DUNIA UTAMA RAYA

Jl. Pardede Raya No. 16

Jakarta 20001

August 29, 2003

Mr. Anwar Subiyakto

Purchase Department

PT. Bulan Bintang

Jl. Mulia Raya

Kendari

Sulawesi Tenggara

Dear Mr. Subiyakto,

Subject: Your Order No.23FA

We are sorry to learn from your letter of August 12 that some of the dictionaries supplied to the above order were damaged when they reached you. We will certainly replace them and we hope replacement can be sent today by parcel post.

In spite of the care we took in packing dictionaries sent by carrier, we still got some reports of damage from our customers. We had tried to do our best to avoid further inconvenience to our customers, as well as expense to ourselves.

We regret the need for you to write to us and hope the steps we have taken will ensure the safe arrival of all your orders with us in future.

Yours sincerely,

Tirta Setiabudi

Marketing Manager

Expressions used in the letter of complaint:

1. Complaint of late delivery

A. Opening paragraph

- The goods we ordered from you on ................. should have reached us two weeks ago.

- The goods we ordered from you on .................. have not yet been delivered.

- We regret having the report that we have not yet received the goods we ordered on .....

B. Closing Paragraph

- We shall be glad if you will look into the matter at once and let us know the reason for the delay.

- We feel there must be some explanation of the delay and await your reply.

2. Complaint of the damaged goods

A. Opening Paragraph

- We are sorry to report that one of the cases we received last week was badly damaged.

- We are writing to let you know that case No. ...... despatched  under your advice of ...... was badly damaged when received.

B. Closing Paragraph

- We shall be glad to learn that you are prepared to make some allowance for the damage.

- We should be obliged if you could investigate these matters as soon as possible and let us have your comments.

3. Complaint of the poor quality of the goods

A. Opening paragraph

- We have received a number of complaints from several customers concerning the goods you dispatched on ..............................

- When we came to examine the goods we received on ......... we found that .................

B. Closing Paragraph

- We look forward to hearing that the replacement will be sent by return.

- We look forward to having your comments by return.

Expressions used in the letter of replying to complaints:

1. Replying to complaints of late delivery

A. Opening paragraph

- We are very sorry that you should have caused to complain about delay in delivery of your order.

- We are very sorry to learn from your letter of ..... that goods we sent to your order of ........ didn’t reach you until last week.

B. Closing Paragraph

- We hope you will be satisfied with arrangement we have now made and apologize for the inconvenience you have suffered.

- We assure you we are doing all we can to speed up delivery and offer our apologies for the inconvenience you suffered.

2. Replying to Complaints of the damaged goods

A. Opening Paragraph

-  We hasten to reply to your letter of ......... and to apologize for the unfortunate damage you pointed out.

- Thank you for your letter of ............. It has given us the opportunity to put know the most unfortunate damage.

B. Closing Paragraph

- We apologize for any inconvenience you have suffered.

- We apologize once more for the unfortunate damage and have taken steps to prevent repetition.

3. Replying to Complaint of the poor quality of the goods

A. Opening Paragraph

- We note with regret that you are not satisfied with the quality of the goods supplied to your order No. ....  of ....

- We are very disturbed at the complaint contained in your order of ......

- We are very sorry to learn that you are not satisfied with the quality of the goods we sent on ........

B. Closing Paragraph

- We hope this will settle all the matters.

- We regret the trouble we have caused you.

- We trust that we have made will satisfy you and look forward to receiving your further orders.

Exercise 1. Complaint letter

Translate the following sentences into English:

1. Barang-barang yang kami pesan seharusnya sudah sampai pada kami minggu lalu.
2. Pesanan itu seharusnya sudah tiba di gudang kami dua minggu lalu.
3. Barang-barang itu belum dikirimkan pada kami.
4. Kami harap saudara dapat mengerti bahwa kami masih dalam kesulitan keuangan.
5. Pesanan-pesanan saudara akan kami kirimkan minggu depan.
6. Kami mohon maaf atas terlambatnya kiriman kami.
7. Kami dapat menjamin bahwa tidak akan ada lagi penundaan untuk pesanan saudara yang akan datang.
8. Kami mohon maaf atas ketidaknyamanan yang telah saudara alami.

Exercise 2.

1. Write sentences to request the following actions:

a. To replace the damaged goods.

b. To dispatch the goods of receipt transfer.

c. To give an explanation of the delay.

2. Write a letter from PT. Manunggal Jaya Abadi Jl. Pangeran Diponegoro No.24 Palembang 10012, Sumatera Selatan to PT. Antar Nusa Sejahtera Jl.Gunung Mulia 12 Jakarta 10000, complaining about the delay of the order No. 34CC
3. Write a letter from PT. Inti Jaya Prima Abadi, Jl. Cahaya sakti No.222 Medan 20008 Sumatera Utara to PT. Abadi Raya Perkasa, Jl. Perdana Raya No.56 Semarang 30002 Jawa Tengah, complaining about the goods that they received didn’t match the samples they got.
4. Write a letter from PT. Sinar Atlas Jl. Monginsidi No.32 Jakarta to PT. Transmedia Pustaka Jl. Tampomas No 21 Pontianak 10002 Kalimantan Barat. Apologize for the delay in delivery of their order No.15TP.
5. Write a letter from PT. Visimedia Jl. Bumi Asih No 122 Semarang 20002 Jawa Tengah to CV. Indah Permata Jl. Muara Karang No.75 Jaya Pura 22001 Irian Jaya. Apologize for the damaged goods delivered to their order No. 34P and state that you will replace the damaged ones within 14 days.

Read the conversation below!

Customer        : I have a bone to talk with you.

Susan                           : Yes, Sir. What exactly is the problem, Sir?

Customer        : I only bought this cooker a couple of days ago. And look at it now. What do you call this? Rubbish.

Susan                           :Yes, and the problem, Sir?

Customer        : You know, your cooker will not steam as it should. In fact, it burns. I had to throw away all the food I prepared for the dinner party with my date. I’ve been waiting for the occasion for weeks. Now, your cooker seemed to have ruined it. Can you imagine how upset I was? You know, this is a completely piece of junk. I must insist on a refund.

Susan                           : Well, Sir. Let me  have the cooker checked. It may take a minute. Will you take a seat?

Customer        : Sure, but I won’t staying long. I just need a refund.

Susan                           : Don’t worry. If the cooker has missed our quality control, then you will get a refund or a replacement, whichever you choose. By the way, how did it happen?

Customer        : Well, yes. I started preparing all the ingredients early before I go to work. I put everything into the cooker and left it on to cook. I went to work until 3 afternoon and got back to the cooker. It blew dark steam and burnt my cooking. That’s it.

Susan                           : I’m afraid there is a mistake in using the cooker, Sir. As in the manual, it must not be left for longer than 3 hours. I think you have left it on for too long.

Customer        : Did anybody from your store tell me about it?

Susan                           : Well, Sir. We shall fix the problem, but we cannot give a refund or a replacement as this is not a defect from production. Another thing is that we have to charge you for the repair. Will that be OK?

Customer        : Do I have a choice?

Susan                           : OK. Here is your cooker. Shall we try to cook something now?

Customer        : Well, I think if you can do it here; that will be a lot of help.

Susan                           : Sure, my friend, Marissa, will show you. Her porridge is the best in town. We can try it with your cooker, OK? Now, this is your receipt, you can go to the cashier, and I will call Marissa to help you with the cooker. Thank you for coming.

There are several important things that must be remembered in handling complaints:

ü  The replies to complaints should always be courteous. Even if the sellers think that the complaint is unfounded they should not say so until they have good and reliable grounds on high to reduplicate the claim. In addition, all complaints should be treated as serious matters and thoroughly investigated. Don’t forget to take note all the problems that are complained by the buyer.

For example:

- ... you mentioned that the CPU broke.. Could you let me know exactly how you used it?

- The problem doesn’t commonly happen on this model but let me take a look.

- I see that it must be very inconvenience for you. Let’s see what I can do with that. It takes time to repair the lens of the camera, but that’s the only way we can deal with it.

- Mrs. Norman, can you tell me exactly what’s wrong with the plumbing. I’ll just make a note. It leaks whenever you use it, and this has happened before...

- Ok, I’ve your name and address.. Now all the pens we supplied didn’t work at all though they had ink in them.

ü  Don’t forget to thank the customers or buyers.

- Thanks for calling us, Mr. Miller. We’ll get right on to it immediately.

- Thank you for telling us about it. And we’ll certainly look into it.

- We appreciate your calling, Mr. Miller. We’re always interested in our customer’s view.

Exercise 3. Choose one of the appropriate expression below to respon to customer’s complaint.

1.    I bought some bars of chocolate from your store, all of them were melted.

a. Oh, no!

b. Have you put them in the refrigerator as instructed on the label?

c. Oh, really?

2.    I’m phoning to complain about the camera I bought from you.

a. Could you tell me what’s wrong with it?

b. Call me tomorrow. I’m busy at the moment.

c. Why didn’t you check it before leaving the store?

3.    The paper keeps crumpling in the copier.

a. Let’s see to the problem. Have you kept the paper warm?

b. That’s strange.

c. What do you know about that?

4.    I’m calling to complain about the overcharge on the last invoice.

a. It’s impossible. I am always careful

b. You must be kidding.

c. Let me check

5.    I’d like to complain about the computer I bought.

a.       What’s wrong with it?

b.      When

c.       Oh, No!

6.    I washed the clothes and it shrank.

a.       I don’t believe it.

b.      I bet you boiled it.

c.       Could you tell me how you washed it?

7.    Your delivery service is so terrible.

a.       I’ll make some enquires with our trucking service immediately.

b.      The trucking service is really annoying. It often happens like that. You are not the one who experienced it.

c.       It’s not my fault.

8.    Your company is getting a bad reputation.

a.       Who dares to say so...!!!!

b.      Could you give me more details of the faults?

c.       About what?

9.    Your technician has explained to me about the problem with the machine I bought from your company last week.

a.       Thank you for calling us.

b.      Okay, just don’t make the same mistakes next time.

c.       My engineers are great and they know their job.

10.              The color fades quickly. Do you expect it that way and that fast fading?

a.       Well, I can see the color of the chair is faded. Did you put it outdoor?

b.      It’s impossible.

c.       That’s weird.

UNIT VII

COMPANY DESCRIPTION

A. Reading

LVMH Reports Strong Sales

LVMH ( Louis Vuitton, Moet Hennessey ) manufactures and sells luxury goods, such as designer clothes, fashion accessories, watches and luggage. There are several companies in the group. LVMH has 60 famous brands, such as Louis Vuitton, Givenchy, Kenzo, Christian Dior and Donna Karan. It has 1500 stores worldwide and is expanding its network. It employs 56.000 people. Its head office is in France, but 63% of its staff work outside France.

Sales at its Louis Vuitton division rose 22% in the fourth quarter. Total sales at LVMH group rose 4 % last year. Bernard Arnold, chairman, said that the fashion and leather goods division of LVMH made ‘excellent progress’. LVMH had excellent sales because of its strong brands, store openings and successful new product launches. One of its new products, the Tambour watch, did not have huge sales but it brought customers into the stores.

Sales in US, France and Japan were good. Fewer Japanese tourists traveled last year, but they bought more goods in their home market. Recently, LVMH opened a large store in Japan, which is doing well.

LVMH is a creative and innovative group. It aims to impress its customers with its high quality and long-lasting product, particularly in cosmetics, depend a lot on research and development. LVMH controls every detail of the brands’ image.

Answer these questions based on the text above

1.        What percentage of LVMH’s staff do not work in France?

2.        What was the percentage increase in sales at the Louis Vuitton division in the fourth quarter?

3.        Which of the following were reasons for the increase in LVMH’s sales?

4.        How did the launch of the tambour watch help LVMH?

5.        In which markets did LVMH sell a lot of product?

Make each statement true or false

1.      LVMH’s main product is cosmetic

2.      LVMH doesn’t many new product

3.      Sales in Japan are poor

4.      LVMH’s products are well made

5.      The image of its products is important to LVMH

B. Language focus

Company description is the details information about the company In describing company, we should write the information below: 1.      Name of company 2.      When the company was established 3.      Number of stores 4.      Products 5.      Number of brands 6.      Workforce 7.      The mission 8.      The service 9.      Benefit for the customer

C. Practice

These sentences describe two companies, Autotech and Green Fingers, choose pairs of sentences which describe similar things and match them with the correct company.

Ø  John Smith started Autotech in 1960, it has a work force of 2500, Autotech export to over 12 countries, it manufactures car parts, it introduces one or two components each year, it provide components for the car industry

Ø  It employs about 35 people, Green Fingers sells some of its product abroad, it makes garden products, George and James Hawkins began Green Fingers in 1985, Green Fingers supplies the gardening industry, it launches twelve new products a year.

AUTOTECH A large car parts company	GREEN FINGERS A small garden product company

Fill in the blanks using the correct verbs

GKS

GKS services………………………………..in 1989 when the Dieter Norland left his job as an engineer in the computer industry. The company……………………………….. high tech security alarms and……………………….. its products all over the world. It ……………………………… 150 people at its factory near Rotterdam, although the company’s head office is in Amsterdam and ……………………………………… a staff of 20. The company ………………… a number of new products each year. GKS Services ……………………… products to the security industry and …………………………………….. domestic alarms for the general public

D. Speaking practice:

You are a representative of your company. Write a short profile of the company and present it. Include some of the information from the introduction to your presentation

Structure to introduction:

a.       Greeting: your name, your nationality, your position

b.      Topic : your company

        c.    Plan: company products or services

                        Important figures: number of employees, turnover, profits

                        Your duties

UNIT VIII

BUSINESS TRAVELLING

A. Reading                                                          

WELCOME TO THE TOWER HOTEL

The Tower Hotel is in Shinjuku, the new business centre of Tokyo. It is an exciting area with excellent shopping and entertainment.

The Tower Hotel has luxurious rooms, which are ideal for business traveler. Each room has TV channels in English such as CNN and the BBC. All rooms have voice mail, a fax machine and a personal safe. Each room is equipped for personal computer use and internet access is free.

Before your evening meal you can relax in the fitness centre and sauna. There are two excellent restaurants for your meals. One offers a variety of international dishes, the other offers traditional Japanese cuisine.

There is an executive lounge with its own check-in and check-out service. Here you can get a free American breakfast and evening drinks. It has also got laser printers in a comfortable work area with tea and coffee-making facilities.

There are ten function rooms with a full range of multimedia equipment for meetings and presentations, Technical and secretarial services are also available.

The Tower Hotel meets all the needs of the modern business traveler.

Getting to and from Narita International Airport

Distance from hotel: 75 kilometres

Airport bus : take between 90 minutes and 2 hours

Train : JR Narita Express takes 90 minutes

Answer these questions based on the text above!

1.      Where is the Tower Hotel location ?

2.      Which rooms are ideal for the businessman ?

3.      Mention kinds of room in the Tower Hotel.

4.      Why does the Tower Hotel meet the need of modern businessman ?

5.      Can you do some exercises in this hotel?

B. Language Focus

There is/ there are
function	To express the things We use there is, to express the singular thing We use there are to express the plural things
patterns	(+)There is/there are  +  noun  + adverb ( -) there is/ there are  +  not  +  noun  + adverb (?) is/are there  +  noun  +  adverb ?
example	(+) There is a swimming pool in the hotel (-) There is not a swimming pool in the hotel (?) Is there a swimming pool in the hotel?
note	We usually use “any” to express negative form and interrogative form There isn’t any wine in the bar There aren’t any flowers in the vase Is there any milk in your coffee?

Exercise : complete these sentences with the correct form of there is or there are

1.      It’s a very small airport. …………………………………… any shops in the terminal

2.      ……………………………………….. a problem  with my ticket?

3.      ……………………………………….. any aisle seats available.

4.      ……………………………………….. stop over in Frankfurt?

5.      …………………………………………any flights to Zurich tonight?

6.      I’m afraid……………………………….. a flight to Warsaw this afternoon

7.      …………………………………………. Two cafes in the terminal

8.      ………………………………………… any buses from the airport to the city centre.

C. Writing : think about a hotel/mall or public places that you know well and write what facilities are there

Name of public place :

BOOKING HOTEL AND MAKING TRAVEL ARRANGEMENT

Read this conversation below about how to book a hotel.

Receptionist     : Heaven Bay View, good morning. May I help you?

Mr. Scrooge     : Yes, I‘d like to reserve a room.

Receptionist     : When will you check in, Sir?

Mr. Scrooge     : 31^st of May

Receptionist     : Okay, let me check our books here for a moment. The 31^st of March, right?

Mr. Scrooge     : No, not March. May, M-A-Y.

Receptionist     : Oh, May. OK. Let me see here… Hmmmm…

Mr. Scrooge     : Are you full booked that night?

Receptionist     : Well, we do have one Suite available complete with a sauna bath. And the view of the city is great, too.

Mr. Scrooge     : How much is that?

Receptionist     : $300 dollars, plus a 10% room tax.

Mr. Scrooge     : Oh, that’s a little too expensive for me. I don’t want to spend my money on the view. Do you have a cheaper room with no view available either on 29^th or the 30^th?

Receptionist     : Well, would you like a smoking or a non-smoking room?

Mr. Scrooge     : What’s the difference?

Receptionist     : Well, we have a few moderate rooms available on 28^th. We’re full on the 29^th unless you want a smoking room?

Mr. Scrooge     : Hmm, how much is the non-smoking room on the 28^th?

Receptionist     : $100 dollars, plus a 10% room tax.

Mr. Scrooge     :  Oh, that’s still very high. Is the room with a city view, too?

Receptionist     : Well, it has garden view, Sir.

Mr. Scrooge     : No, No, No. I told you I don’t want a room with a view, and I don’t want an expensive room, too.

Receptionist     : Okay, what about a smoking room at the end of the aisle, Sir?

Mr. Scrooge     : Well, how much is a smoking room?

Receptionist     : $60 dollars, plus a 10% room tax.

Mr. Scrooge     : That sounds good enough. Do I get breakfast?

Receptionist     : Yes, Sir, breakfast for two persons. Do you want the twin bed or single?

Mr. Scrooge     : Twin, Please. And don’t forget my name.

Receptionist     : No, I won’t, Sir. So, your name is ….

Mr. Scrooge     : Rich Scrooge, yes Rich Scrooge.

Receptionist     : Rich Scrooge. Is that Rich with a C-H?

Mr. Scrooge     : Yes, R-I-C-H.

Receptionist     : And you last name, Sir?

Mr. Scrooge     : Scrooge with double o: S-C-R-O-O-G-E

Receptionist     : OK, I have all written here and we look forward to seeing you on May 28^th, Mr. Scrooge.

Mr. Scrooge     : Very good! Thank you and Good bye.

LANGUAGE FOCUS

BOOKING HOTEL AND MAKING TRAVEL ARRANGEMENT

The phrases that used in booking and making arrangement Receptionist: Hello, …….. hotel. How can I help you? I can give you a single / double on the first floor Would you like smoking or non-smoking area So, that is a single room for two nights, the 4th and 5th Can I have your credit card detail please? What time do you expect to arrive? Could you repeat that, please? Customer ; I’d like to book a room from Tuesday 4th to Thursday 6th How much is it per night ? Is there a restaurant in the hotel? Is there a car park? Can I pay with American Express? It’s a visa card. The number is…. At the ticket office: I need to change my booking Is there a direct flight? At the check-in desk: Can I take this as hand luggage? Can I have an aisle seat? In taxi: Please take me to the city centre Can I have a call, please? At the hotel; I have a reservation for two nights. My name’s Benny Can I send a fax from here Can I have an alarm call? I’m checking out today. Can I have the bill, please?

Can/can’t

Function                          : to say we are able to do something                                             To ask for permission                                             To talk about what is possible Patterns                           :  (+) S  +  can  +  VERB 1                                              (-) S  +  can’t  +  Verb 1                                              (?) can  +  S  + VERB 1 Example                         : He can program computer                                           Can I use the phone , please?                                           Can I fly direct from Moscow to Sydney?

Speaking practice:

 Work in pairs. Student A is a receptionist at the Delta Hotel in Greece. Student B is a business traveler. Book rooms for yourself and a colleague. Study the useful language. Then role play the telephone call.

Useful vocabulary:

1.      Checking in

2.      Making reservation

3.      Waiting for luggage

4.      Booking rooms

5.      Speaking a foreign language

6.      Packing suitcases

7.      Being away from home

8.      Travelling to the airport

9.      Meeting new people

10.  Flying

11.  Eating new food

12.  Buy a ticket

13.  Confirm their flight

14.  Collect their luggage

15.  Go through security

16.  Queue at the check-in

17.  Watch an in-flight movie

18.  Take a bus or taxi

19.  Do some shopping

20.  Boarding gate

21.  Passengers

22.  Flight attendant

23.  Fitness centre

24.  Reception desk

25.  Gift shop

26.  Secretarial service

27.  Function rooms

28.  Childcare service

29.  visa                 

30.  Off peak         

31.  Itinerary         

32.  Twin bedded room    

33.  Ticketing clerk           

34.  Spacious accomodation

35.  Travel arrangement    

36.  Airline stewardess      

37.  Overnight stay           

38.  Information bureau    

39.  Revised timetable      

40.  Delayed flight

Listening Task! Listen to the dialogue about “getting some information from the travel agency” and then fill in the blanks.

Sisca                           : Good morning. How can I help you, Sir, Ma’am?

Mr. Yongki                 : We would like to get some ___________________ about taking a trip to Bali. We plan to stay there for _____________. Do you have any package?

Sisca                           : Yes, Sir. We have a ____________ day trip and a- week-trip package.

Mrs. Yongki               : That’s great! Can we see the __________________?

Sisca                           : Sure. Here it is. You’ll ___________ at a five-star hotel, and we offer you some outdoor activities there. All of them are stated in the brochure, Ma’am.

Mr. Yongki                 : Do you also prepare our plane ______________?

Sisca                           : Yes, Sir. How many people will go on the _____________, Sir?

Mr. Yongki                 : My wife, our three children and I.. so __________ people altogether.

Sisca                           : Five people. When do ou plan for the trip?

Mr. Yongki                 : From ________ to ___________ of March.

Sisca                           : Well, that will be a _________ season.. the price of the ticket might be a bit more expensive than the _______________ days. But we will try to find you the best flight.

Mrs. Yongki               : By the way, does the price in the brochure include the ___________ tickets?

Sisca                           : Unfortunately, no Ma’am. We are just trying to arrange your transport and ________________ there. We will try to serve the best for you.

Mr. Yongki                 : Alright, would you please try to calculate the whole ___________ including the plane tickets?

Sisca                           : Hmm, actually, I have to check it first... but our computer system is still in trouble. What if I contact you as soon as I can get the cost ___________

Mr. Yongki                 : That’s OK.. My phone number is _______________________

Sisca                           : 021-__________________ Is that correct, Sir?

Mr. Yongki                 : Yes, OK, Ms. We look forward to hearing from you soon.

Sisca                           : ______________, Sir, Ma’am.

UNIT IX

BUSINESS PROMOTION

I. Leaflet

A. Reading

DELFOS COMPUTERS

Ø GREAT DEAL ON ALL NEW MODELS Ø 3 – YEARS GUARANTEE Ø  LOW DEPOSIT                                                                           Ø PAY $50 NOW FOLLOWED BY 12 MONTHLY PAYMENT Ø INTEREST – FREE CREDIT Ø FREE DELIVERY DELFOS COMPUTER Ltd WASHINGTON DC USA

Read the Delfos sales leaflet. Find expression which mean the following:

1.       There are some good offers    (………………………………………………………..)

2.       The buyer pays only a small amount of money at the beginning  (…………………………………………….)

3.       The buyer pays some money every four weeks for a year   (………………………………………………….)

4.       There is no cost for transporting the goods to the buyer    (…………………………………………………..)

5.       It doesn’t cost extra to pay over 12 months    (……………………………………………………………..)

Read the sentences. Does the buyer or a seller say them? Write T or F

1.       We offer great deal

2.       I’d like to place an order

3.       Do you give a guarantee?

4.       I’d like to compare prices

5.       Are the goods in stock?

6.       Can you pay a deposit?

7.       We always deliver on time

8.       Can I make monthly payment?

B. Language focus

Leaflet is a kind of business promotion that expressed in a piece of paper and it  is  shared to the customers.  advertisement is a kind of business promotion that is usually available on newspaper There are some important information that should be written on a product leaflet 1.      Kinds of product 2.      Model/feature 3.      specification 4.      Guarantee 5.      Term of payment : cash or credit 6.      The product delivery 7.      Discount 8.      Name, address of company 9.      The picture of the product should be in interesting design

C. Writing

Please design an interesting leaflet of  your own product

II. Presenting a product

Read the dialogue below and complete the chart

Buyer  : I’d some information about your microwave ovens

Seller  : of course, what would you like to know?

Buyer  : what’s your most popular model?

Seller  ; well, our most popular model is the R215. Let me show it to you. As, you can see, it looks good and the price is low

Buyer  : what’s the target market?

Seller  : It’s for people with the small kitchen

Buyer  : I see. What’s about colors?

Seller  : It’s available in four colors, black, white, blue and silver

Buyer  : Does it have any special feature?

Seller  : Well, it has an usual design. It looks different from other microwaves, as you can see, and it’s easy to use

Buyer  : How much is it??

Seller  :The Price is $ 125

Buyer  : That’s not bad. One final question, what about delivery?

Seller   : Theirs is no problem with this model, we have plenty in stock. We can deliver within three days

Buyer  : OK. I’ll get back it to you

Model : Target market : Colour: Features: Price : Delivery:

Language focus

Presenting a product is giving the details information about the product description, such as model, specification, color, price, the target market and the way of payment Phrases that commonly used in presenting a product
Buyer Asking for information Can you tell me about…….? I’d like some information about…. Target market Who is it for? Colors What about colors? Features Does it have any special features? Price How much is it? Delivery What about delivery?	Seller Of course, what would you like to know? Our most popular model is… It’s for people with/ who….. It comes in …….. colors It has unusual design It’s easy to use It is comfortable for……….. Its specification are………….. The trade price is… We can deliver within ……………..

Speaking practice

 Work in pair and Make a dialogue using the situation below: Student A is the manager of a diving equipment store, and ask the watch manufacturer about their diver’s watch

The most popular model                      

The feature

The colors

The price

The delivery

The guarantee

Student B is the manager of watch manufacturer, and answer the questions based on the description of the product :

 most popular model: quart watch, model P100

Features : waterproof to 600 feet; very reliable; smart design

Colors : silver with black dial and black strap

Price : $ 450

Delivery : usually ten days

Guarantee : five years

UNIT X

UNDERSTANDING GRAPHS

A graph is a picture of information

The picture provided by a graph can enable us to see information more quickly than having to read a table of data.
But you need to know how to read a graph, and how to find out what it is about.

There are three main elements in a graph :
- a vertical axis (the y- axis)
- a horizontal axis (the x-axis),
- at least one line or set of bars.
To understand a graph, do the following:
1 Read the title of the graph.
2 Read the labels and the range of numbers along the side (the scale or vertical axis), and the information on the bottom (horizontal) axis.
3 Determine what units the graph uses. This information can be found on the axis or in the legend.
4 Look for patterns, groups and differences.

How to read Graphs

Identify what the graph represents. Most graphs will have a clearly labeled x-element, spaced along the graph's horizontal axis, and a clearly labeled y-element, spaced along the graph's vertical axis.

The graph's title should also tell you exactly what it's about.

Check the scale for each graph element. This applies to both line graphs and bar graphs.

For example, if you're looking at a graph that shows how many salmon returned to a given stream over the period of a few months last year, each increment along the graph's y-axis might represent hundreds, thousands or tens of thousands of salmon returning; you won't know which scale numbers apply until you check the graph.

Locate the graph element you want information on.

For example, you might want to know how many salmon returned to the stream in question in August of last year. So you'd read across the graph's horizontal axis until you find "August."

Time elements, such as days, weeks, months or years, are almost always listed along the horizontal ("x") axis. Quantity measurements are almost always listed along the vertical ("y") axis.

Read directly up from "August" until you find a dot or a slanting line, on a line graph, or the top of a bar for a bar graph. Then read straight across to the left until you hit the graph's labeled y-axis. Whatever quantity that line intersects with is the measurement for salmon return in August.

So if you read up to the dot, line or top of the bar for salmon in August then read across to the left and hit "10,000," you know 10,000 salmon returned in August. If you hit a point between any two labeled graph increments, you have to estimate based on where you land between the 2 increments. For example, if you hit a point halfway between 10,000 and 15,000, you can safely estimate that the correct number is about 12,500.

A. Bar Graphs

Example 1:	A survey of students' favorite after-school activities was conducted at a school. The table below shows the results of this survey.
	Students' Favorite After-School Activities Activity Number of Students Play Sports 45 Talk on Phone 53 Visit With Friends 99 Earn Money 44 Chat Online 66 School Clubs 22 Watch TV 37
	Note that since the data in this table is not changing over time, a line graph would not be a good way to visually display this data. Each quantity listed in the table corresponds to a particular category. Accordingly, the data from the table above has been displayed in the bar graph below.

A bar graph is useful for comparing facts. The bars provide a visual display for comparing quantities in different categories. Bar graphs help us to see relationships quickly. Another name for a bar graph is a bar chart. Each part of a bar graph has a purpose.

Title	The title tells us what the graph is about.
Labels	The labels tell us what kinds of facts are listed.
Bars	The bars show the facts.
grid lines	Grid lines are used to create the scale.
categories	Each bar shows a quantity for a particular category.

Explanation of the above bar graphs:

Title: Students’ favorite after-school activities

7 Categories: play sports, talk on the phone, visit with friends, earn money, chat online, school clubs, watch tv.

The range of values on the (horizontal) scale:  0 – 100

The after-school activity that students like most is visit with friends.

The after-school activity that students like least  is school clubs

The categories in the graph from greatest to least are Visit With Friends, Online, Talk on Phone, Play Sports, Earn Money, Watch TV, School Clubs.

Example 2:

Students in a class voted on their favorite fruit. Each student voted once. The bar graph below summarizes the data collected from the class vote.

QUESTION
1.	What is the title of this bar graphs? What is the range of values on the (horizontal) scale?
2.	How many categories are in the graph?
3.	Which fruit had the most votes?
4.	Which fruit had the least votes?
6.	How many students voted for bananas?
7.	How many students voted for grapes?
8.	Which two fruits had the same number of votes?
9.	List the categories in the graph from least to greatest.

The bar graphs in Examples 1 and 2 each have horizontal bars. It is also possible to make a bar graph with vertical bars. You can see how this is done in Example 3 below.

Example 3:

The amount of sugar in 7 different foods was measured as a percent  The data is summarized in the bar graph below.

QUESTION
1.	What is the title of this bar graph?
2.	What is the range of values on the (vertical) scale?
3.	How many categories are in the graph?
4.	Which food had the highest percentage of sugar?
5.	Which food had the lowest percentage of sugar?
6.	What percentage of sugar is in soda?
7.	What is the difference in percentage of sugar between ice cream and crackers?

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Summary:

A bar graph is useful for comparing facts. The bars provide a visual display for comparing quantities in different categories. Bar graphs help us to see relationships quickly. Bar graphs can have horizontal or vertical bars. Another name for a bar graph is a bar chart.

B. Circle Graphs

Problem:	At a private school, 300 students and faculty voted on adopting uniforms for students. The results are shown in the table below. Display the results of this vote in a circle graph.
	Adopt Student Uniforms? Response Number Yes   30 No 180 Not Sure   90
Analysis:	In order to draw a circle graph, we need to represent the number for each response as a fraction or as a percent.
	Adopt Student Uniforms? Response Number Fraction Percent Yes   30   10% No 180   60% Not Sure   90   30%
Solution:	The results of this vote have been displayed in the two circle graphs below. In the graph on the left, fractions are used to label the data. In the graph on the right, percents are used to label the data.
	As you can see, a circle graph is easier to read when a percent is used to label the data.

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Example 1:	A poll was taken to find the music preferences of students at Adams School. Each student voted only once. The results of this poll are displayed in the circle graph below.

A circle graph shows how the parts of something relate to the whole. A circle graph is divided into sectors, where each sector represents a particular category. The entire circle is 1 whole or 100%, and a sector of the circle is a part. Let's define the various regions of a circle graph.

Title	The title tells us what the graph is about.
Sectors	The sectors of the circle graph show what percentage of the whole is being represented by each category.
Labels	The labels identify the facts for each category.

Now that we have identified the parts of a circle graph, we can answer some questions about the graph in Example 1.

Example 1:	A poll was taken to find the music preferences of students at Adams School. Each student voted only once. The results of this poll are displayed in the circle graph below.

QUESTION			ANSWER
1.	What is the circle graph about?		Music Preferences of Students at Adams School
2.	How many sectors are in the graph?		5
3.	Which type of music do students prefer most?		Rap
4.	Which type of music do students prefer least?		Classical
5.	What percentage of students prefer Alternative?		15%
6.	What percentage of students prefer Rock and Roll?		28%
7.	List the categories in the graph from greatest to least.		Rap, Rock and Roll, Alternative, Country and Classical

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Note:	Another name for a circle graph is a pie chart. As you can see in the pie chart below, a slice of pie for country music has been separated from the rest of the chart. (Note: Such a separation is usually done to emphasize the importance of a piece of information.)

Let's look at some more examples of circle graphs.

Example 2:	Students in Ms. Green's film class voted for their favorite movie genre. Each student voted only once. The results of this vote are displayed in the circle graph below.

QUESTION
1.	What is the circle graph about?
2.	How many sectors are in the graph?
3.	Which movie genre do Ms. Green's students prefer most?
4.	Which movie genre do Ms. Green's students prefer least?
5.	What percentage of students prefer action movies?
6.	What percentage of students prefer horror movies?
7.	List the categories in the graph from least to greatest.

C. Line Graphs

Example 1:	The table below shows daily temperatures for New York City, recorded for 6 days, in degrees Fahrenheit.
	Temperatures In NY City Day Temperature 1 43° F 2 53° F 3 50° F 4 57° F 5 59° F 6 67° F
	The data from the table above has been summarized in the line graph below.

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Example 2:	Sarah bought a new car in 2001 for $24,000. The dollar value of her car changed each year as shown in the table below.
	Value of Sarah's Car Year Value 2001 $24,000 2002 $22,500 2003 $19,700 2004 $17,500 2005 $14,500 2006 $10,000 2007 $ 5,800
	The data from the table above has been summarized in the line graph below.

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Example 3:	The table below shows Sam's weight in kilograms for 5 months.
	Sam's Weight Month Weight in kg January 49 February 54 March 61 April 69 May 73
	The data from the table above has been summarized in the line graph below.

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In Example1, the temperature changed from day to day. In Example 2, the value of Sarah's car decreased from year to year. In Example 3, Sam's weight increased each month. Each of these line graphs shows a change in data over time. A line graph is useful for displaying data or information that changes continuously over time. Another name for a line graph is a line chart.

UNIT XI

HANDLING THE MEETING

Conversation 1

Alex       : OK, everybody. Thanks for coming. Let’s keep this meeting fairly brief, really just a couple of things on the agenda. First of all, as you can see, the news on the book re-launch; and secondly, the office move; and finally, we’ll have a little bit of time for any other business.

Conversation 2

Sean    : First of all, the books re-launch. I just wanted to remind everybody that we will be re-launching the fairy-tales range with new modern cover, and this is going to happen at the beginning of next month. It’s important that we get this and there have been quite a few.

John     : Actually Sean, can I just ask you-sorry to hold the meeting up- can I ask you about those dates, because I thought that this was going to be published the month after next and I understand that everybody has got their dates, but I do feel quite strongly that we’re bringing this out too soon.

Sean    : Well, any other thought before I comment on that?

John     : I don’t think we’ve got any choice at all about it. If the radio programs are going out at the beginning of next month, we’ve got to launch the book at the same time if we’re going to have any sales impact.

Conversation 3

Sean    : The office move, as you know, the plans have been up by the main exit for  a week now. I just wanted to see what kind of feedback you’ve got.

Tim      : Yeah, Sean. I’m sorry but I really strongly disagree with the new floor plan. I think it’s divisive to separate the secretaries and the assistants out from the editors and managers. I’d be much happier if we could be located in teams.

Carrie  : Actually, I think Sean is right. I’ve been chatting to some of the secretaries and they’re quite keen to all be sitting in the same area, and speaking as an editor, I think I’d be like to be with other editors so that we can bounce ideas off each other and things. So, I think Sean’s floor plan is right.

Conversation 4

Sean    : OK, any other business?

Will     : Yes, I would like to say something. An illustrator came in last week, and I think she’s very good and it would be wise to put her on our books.

Sean    : OK

Will     : I would like to be able to show her drawings and her portfolio in next couple of days, if that’s all right.

All       : That sounds good.

Sean    : Yes, I’ll look forward to seeing those. Right, I think that’s probably about it, but anybody got anything else that they desperately want to raise before we wrap up?

All       : No problem

Sean    : No, OK, We’ll be having another meeting, but there are a couple of conflicts in the diary so I think the best thing is if I email the next meeting.

Read and understand the conversation above and mention what kinds of situations above!

Conversation 1 : ……………………………………………………………………………….

Conversation 2 : ……………………………………………………………………………….

Conversation 3 : ……………………………………………………………………………….

Conversation 4 : ……………………………………………………………………………….

Language Focus

MEETING
The kinds of situation in meeting	1.      Open the meeting 2.      Interruption 3.      Agreeing and Disagreeing 4.      Any other business
Phrases used in meeting	1.      Open the meeting OK, everybody. Thanks for coming. Let’s keep this meeting fairly brief On the agenda today …. Right then … let’s get down to business Just a couple of things on the agenda First of all, secondly, and finally If we could go through them in order 2.      Interruption Can I just ask you? Sorry to hold the meeting up. I do feel quite strongly that …. I don’t think we’ve got any choice at all 3.      Agreeing and Disagreeing I really strongly disagree I think … is right That’s sounds good Sorry, I don’t agree with your idea It’s difficult for me to accept it 4.      Any other business I would like to say something Anybody got anything else they want to raise before we wrap up?

Speaking Practice

Make a group, write a script, and do the role play how to hold a meeting

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Agenda

Creating an effective agenda is one of the most important elements for a productive meeting. Here are some reasons why the meeting agenda is so important.

The Agenda

• communicates important information such as:

1.      topics for discussion

2.      presenter or discussion leader for each topic

3.      time allotment for each topic

• provides an outline for the meeting (how long to spend on which topics)
• can be used as a checklist to ensure that all information is covered.
• lets participants know what will be discussed if it's distributed before the meeting. This gives them an opportunity to come to the meeting prepared for the upcoming discussions or decisions.
• provides a focus for the meeting (the objective of the meeting must be clearly stated in the agenda).

A good meeting agenda will serve as a guide to participants, making the meeting more efficient and productive. Below is the outline step in creating an effective agenda for a meeting.

1. Send an e-mail stating there will be a meeting, the goal of the meeting as well as the administrative details such as when and where it will be. Ask those invited to accept or decline the meeting. Make it clear that once they have accepted the meeting, they are expected to attend.
2. Ask participants requesting an agenda item to contact you no less than two days before the meeting with their request and the amount of time they will need to present it.
3. Once all of the agenda requests have been submitted to you, summarize them in a table format with the headings Agenda Item, Presenter and Time. It's your responsibility to ensure that each agenda item is directly related to the goals of this particular meeting. If an inappropriate request is made, suggest that person send an e-mail or memo instead or recommend that this agenda item be discussed in another meeting. Also, you must be realistic in the amount of time you allocate to each presenter. Don't cram an unrealistic number of agenda items into an hour meeting. When people accept an hour meeting, they expect to be finished in an hour. When meetings go over time, people generally tend to get uneasy. It's better to schedule 50 minutes of discussion into an hour time slot. This way you have 10 minutes to spare and if you get done a little early, people will be pleased.
4. Send the agenda to all the meeting participants the day before the meeting with a reminder of the meeting goals, location, time and duration. At this time, ask the presenters if they are happy with the order in which they will be speaking and the amount of time they have been allocated.

Example of Meeting Agenda:

MEETING AGENDA

Project Name:

SYSTEM Z Redesign Phase

Purpose, Objectives and Elements of the Meeting:

Risk Identification Workshop

Expected Attendees:

A. Smith (Chair)
J. Wilder
J. Lyon
R. Lakey
J. Grimes
G. Jackson
P. Labelle
J. Hughson

Date and Time:

14 December 1997

Place:

Tower C, Room 701

Agenda Item	Person Responsible	Time
1. Introduction Review purpose of workshop.	A. Smith	5 Mins
2. Risk Management Process Review the basic definition of risk and the approach to risk management established for the SYSTEM Z project.	A. Smith	15 Mins
3. Risk Identification Brainstorming Actively participate in a non-judgemental think-tank session to identify risks in each type and category and produce an initial list of risks. (The list will be assessed, prioritised, and maintained after the workshop.)	All	30 Mins