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Business Communication

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Common Errors 1. Subject-Verb agreement: Singular Plural The number of A number of Collective nouns Divided collectives A pair of, The pair of Pairs : scissors, shorts, jeans, glasses Nothing, everything, everybody, nobody, somebody, anybody, any, each, every, Non-countable, Gerund Nouns Countable-plurals i) There (be) a storm approaching. is ii) There (have) been a number of telephone calls today. have iii) There (be) an accident last night. was iv) There (be) too many people at the party. were v) There (have) been an increase in the importation of cars. has vi) There (be) water on the floor where he fell. was vii) Neither Bill nor Mary (be) going to play tonight. is viii) Anything (be) better than going to another movie tonight. is ix) Skating (be)becoming more popular every day. Is x) A numbers of reporters (be) at the conference yesterday. were xi) Everybody who (have) a fever must go home immediately. has xii) Your glasses (be) on the bureau last night. were xiii) There (be) some people at the meeting last night. were xiv) The committee (have) already reached a decision. has
Transcript

Common Errors1. Subject-Verb agreement: Singular The number of Collective nouns A pair of, The pair of Plural A number of Divided collectives Pairs : scissors, shorts, glasses jeans,

Nothing, everything, everybody, nobody, somebody, anybody, any, each, every, Non-countable, Gerund Nouns Countable-plurals i) There (be) a storm approaching. is ii) There (have) been a number of telephone calls today. iii) There (be) an accident last night. was iv) There (be) too many people at the party. were v) There (have) been an increase in the importation of cars. vi) There (be) water on the floor where he fell. vii) Neither Bill nor Mary (be) going to play tonight. viii) Anything (be) better than going to another movie tonight. ix) Skating (be)becoming more popular every day. x) A numbers of reporters (be) at the conference yesterday. xi) Everybody who (have) a fever must go home immediately. xii) Your glasses (be) on the bureau last night. were xiii) There (be) some people at the meeting last night. xiv) The committee (have) already reached a decision. has xv) A pair of jeans (be) in the washing machine this morning. was xvi) Each student (have) answered the first three questions. xvii) Either John or his wife (make) breakfast each morning. xviii) After the persuasion, she found everything (be) in order. xix) The crowd at the basketball game (be) wild with excitement. xx) A pack of wild dogs (have) frightened all the ducks away. has xxi) The jury (be) trying to reach a decision. is xxii) The army (have) eliminated this section of the training test. xxiii) The number of students (be) appealing. xxiv) There (have) been too many interruptions in this class. Note : Several subjects interrelated by either, neither, (closest) will relate along with, together with, as well as, in addition to, last have has was is Is were has were is

has makes was was

has is has subject

with the verb.

2. No interrogative sentence at the last part of a complex sentence :

i) How long does the class last ? The catalog doesnt say how long the class lasts. ii) How tall is John ? Do you know how tall John is ? iii) Who will be elected president? I am not sure who will be selected president. iv) Whose book is it? They havent discovered whose book it is. v) How much will it cost to repair the car? The mechanic told me how much it would cost to repair the car. vi) How was the murder committed? The police are still trying to decide how the murder was committed. vii) How well does she play the guitar? You cant imagine how well she plays the guitar. viii) When will the next exam take place? Do you know when the next exam will take place? ix) Where did they spend their vacation? Angela told me where they spent their vacation. x) Why are they buying a new house? I dont know why they are buying a new house. 3. Parallel structures should be there : i) She likes to fish, swim and surfing. She likes fishing, swimming and surfing. She likes to fish, swim and surf. She likes to fish, to swim and to surf. ii) The puppy stood up slowly, wagged its tail, blinking its eyes and barked. C : The puppy stood up slowly, wagged its tail, blinked its eyes and barked. iii) Ecologists are trying to preserve our environment for future generations by protecting the ozone layer, purifying the air and have planted the trees that have been cut down. C : Ecologists are trying to preserve our environment for future generations by protecting the ozone layer, purifying the air and planting the trees that have been cut down. iv) The chief of police demanded from his assistants an orderly investigation, a well-written report and that they work hard. C : The chief of police demanded from his assistants an orderly investigation, a well-written report and hard work. v) Marcia is a scholar, an athlete and artistic. C : Marcia is a scholar, an athlete and artist. vi) Slowly and with care, the museum director removed the Ming vase from the shelf and placed it on the display pedestal.

C : Slowly and carefully, the museum director removed the Ming vase from the shelf and placed it on the display pedestal. vii) The farmer plows the fields, plants the seeds, and will harvest the crop. C : The farmer plows the fields, plants the seeds, and harvests the crop. viii) Abraham Lincoln was a good president and was self-educated, hardworking and always told the truth. C : Abraham Lincoln was a good president and was self-educated, hardworking and truthful. ix) Children love playing in the mud, running through puddles and they get very dirty. C : Children love playing in the mud, running through puddles and getting very dirty. x) Collecting stamps, playing chess and to mount beautiful butterflies are Derricks hobbies. C : Collecting stamps, playing chess and mounting beautiful butterflies are Derricks hobbies. xi) Despite Americas affluence, many people are without jobs, on welfare and have a lot of debts. C : Despite Americas affluence, many people are without jobs, on welfare and in a lot of debts. 4. Illogical Participle Modifier : A modify the subject, not the object. Gerund (ing) participle must preClosing the door, he opened Seeing the advancing

i) Closing the door, the book was opened. the book. ii) Seeing the advancing army, all valuables army, they hid all valuables. were hidden.

iii) After painting the car, it was given to the the man gave it to his wife. mans wife.

After painting the car,

iv) Being an early riser, it was easy for SumiBeing an early riser, Sumi easily adjusted to the to adjust to the companys environment. Companys environment. v) After winning the match, the victory made he jumped for joy. After winning the match,

him jump for joy. vi) Being very protective of its young, all Being very protective of its young, the mother Eagle those who approach the nest are attacked attacks all those who approach the nest. by the mother Eagle. vii) Before playing football, a 2-minute players observed a 2silence was observed by the players for recently deceased their recently deceased teammates. Before playing football, the minute silence for their

teammates.

5. Adverbs : Nouns are usually pre-modified by Adjectives. There should always be adjectives instead of Adverbs after Linking Verbs be, appear, feel, look, remain, sound, smell, taste, stay, become : i) Ritu plays the violin good / well. Adverb ii) The sun is shining bright / brightly Adverb. iii) Your cold sounds terrible / terribly. Linking Verb iv) The pianist plays very good / well. Adverb v) The girls speak fluent / fluently English. Adjective as Pre-modifier of Noun vi) We dont like to drink bitter / bitterly tea. Adjective as Premodifier of Noun vii) She did poor / poorly in the exam. Adverb viii) It tastes good / well. Linking Verb ix) The plane will arrive soon / soonly. Soon is an adverb x) He is driving too fast / fastly. Fast is an adverb

6. Conditional sentences :

If + Present = Present / Future If + Past = would If + Past Participle = would havei) If you (see) marry today, please ask her to call me. ii) If he left already, he (call) us. see would call

iii) I could understand it if she (speak) more slowly. spoke iv) He wakes me up if he (hear) any noise. hears v) Had we known your address, we (write) you a letter. would have written vi) The teacher will not accept our paper if we (submit negative) it. do not submit vii) We could go for a drive if today (be) Saturday. were viii) He would give you the money if he 9have) it. had ix) If you come, I (go). shall go x) Had you come, I (go). would have gone 7. Appropriate Prepositions : i) From : ii) Out of : iii) By : way of, by far, from time to time, from Dhaka to Chittagong out of stock / town / date / order / work / the question by passive, by specific time, by bus, by then, by the

by accident / mistake iv) In : in a room, in month / year, in time, in the street, in the morning, in the past/ future, in the beginning / end, in the way, once in a while, in no time at all, in the mean time, in touch with / in contact with, in case, in the event that, in a row, in the Army, in the middle v) On : on time, on the corner, on the sideway / sidewalk, on the way, on television / radio / air, on the right / left, on the phone, on the whole, on sale, on the other hand, on foot vi) At : at an address, at a specific time, at home / school / work, at night, at least, at once, at times, at first vii) Prepositional phrase : on the bench, in place of, for the most part, in hope of, of course, off and on, all of a sudden, for good We decided to get a Coke out of the machine, but unfortunately it was out of order. So in place of the Coke, we decided to get some ice cream at the Dairy Isle which was located on the corner of Harper Ave. and Washington St. Upon returning to our motel, I decided to finish reading my novel. It is by far the most exciting book that Victoria Holt has ever written. For the most part, her book deals with a group of archeologists who went to Egypt in hopes of discovering some pharaohs tomb. By accident they discovered a plot to smuggle the treasures out of Egypt. Of course the archeologists got in touch with the authorities, who had heard some rumors about smuggling off and with. All of a sudden, one day the police showed up and caught them in the act and arrested them.

8. Phrasal verbs : Act on / upon affect (negative) Act under under control Act up to as per rule (to to) Ask for want for Bear with stand Blow off exhaust / exit Blow out extinguish Blow up blast Break down broken Break out like epidemic Break up finished Bring out publish Bring up guardianship Burst into emotional Burst out extreme Call at meet at certain place Call for want for / search Call in summon Call off suspended / ended Call on request to come Call up call over phone Carry on continue Carry out obey Cast out abandon Catch up get hold of Come up with innovative idea Come to quantity Come of born into Come across suddenly Cut down curtail Cut off detached Do away with abandon / give up Do for serve the purpose of Do without cant survive Deal with conduct Fill in (up) non-vacant Get over recovery Get through succeed Give in surrender Give up abandon Hold up delay Back off go for Keep up maintain Look forward wait / expect Look into enquire Look up to find for (a word) Make out understand Make up overcome loses Put on wear Put up with to bear / stand See off to bid bye See through understand

Send for Take off Turn down switch off Work on

summon unwrap / fly refuse / reject continue / on track

Turn off Work out

shut down / solve

Business Communication 1. Use Linking words : First of all then hand in addition to that not only.. but last but not the least more importantly secondly next whats more important besides this finally the bottom line is on the other thus in fact conversely

2. Use Non-sexist words : Use humans, fire-officers, postal workers, store-suppliers, police officers and fore-assistants instead of man, fireman, postman, store-man, policeman and foreman. 3. Avoid Abstract words : A significant loss In the near future A handsome salary Good attendance record The leading company Substantial amount 4. Avoid Camouflaged verbs : Make an acquisition acquired Make an appearance appeared Make an application applied Make an appraisal appraised Make an investigation investigated Give assistance to assisted Have a decision decided Make a cancellation cancelled Make a commitment committed Have a discussion discussed Make a judgment judged Make a reconciliation reconciled Make a recording recorded 5. Avoid Negative words / languages : Smoking is prohibited on the campus. the campus. Smoking is allowed outside 85% loss in July, 2009 Tk. 50,000 per month salary 90% attendance The first company $1m

We cannot deliver the goods before Friday. We Saturday.

can

deliver

goods

on

6. Use You-view : You did not understand me. understand. We guarantee your service. I couldnt make you

Your service is guaranteed. Daffodil

We are happy to have your order for Your selection of products should Daffodil products which are sending today. reach you today. We have received your report of May 1st. May 1st. 7. Avoid Cluttering Phrases : For the purpose of For the reason that In accordance with In the amount of In the near future In very few cases On the basis of On the occasion of With a view to Look forward to With reference to With regard to 8. Needless repetition : for / on because / since by for soon seldom by on to Verb + ing about about

Thank you for your report of

to

Return back, Endorse the cheque on the back, Replay again, reply again, assemble together, longer in, present incumbent, basic fundamental, consensus of opinion, Present time + now, as a matter of interest, plan in advance for the future. 9. Avoid two-word verbs : Give up surrender Go on / Keep on continue Take off remove, depart Go in / Come in / Get in enter leave Speed up / Hurry up accelerate Put off defer Come down descend Go out / Come out / Get out exit,

Blow up explode Think up imagine Figure out solve Take out / Take away remove Go back / Get back / Be back - return

Exercise 1. The officer has gone in search for a product. (Idiomic fault) C : The officer has gone in search of a product. 2. We are serviced by the company. (Passive) C : The company services us. 3. We will ask him to bring about a change in his routine. (Camouflaged) C : We will ask him to change his routine. 4. Will you please make an adjustment for this defect? (Camouflaged) C : Will you please adjust this defect? 5. She made good results. (Abstract) C : She got GPA 3.9 of 4. 6. A good executive plans his daily activities. (Sexist) C : Good executives plan their daily activities. 7. Daffodil International University is one of the leading academic institutions in Bangladesh for higher studies. (Abstract) C : Daffodil International university is ranked 6th in Bangladesh for higher studies. 8. In the period between April and June, we detected the problem. (Surplus words) C : We detected the problem between April and June. 9. During the time she was employed by this company, Ms. Carr was absent once. (Roundabout) C : When employed by the company, Ms. Carr was absent once. 10. Kindly advise at an early date. (Dull & stiff) C : Please advise at an early date. 11. My education was completed in 2005, and then I began to work as a marketing executive for Otobi Limited. (Illogical construction) C : I completed my education in 2005, and then began to work as a marketing executive for Otobi Limited. 12. Mr. Adam is superior than Mr. Alfred in ABC Company. (Idiom) C : Mr. Adam is superior to Mr. Alfred in ABC Company. 13. We must bring about a reconciliation (Camouflaged) C : We must reconcile our differences. of our differences.

14. We must assemble the machine tomorrow morning at 10.30 am. (Repetition) C : We must assemble the machine by tomorrow at 10.30 am. 15. Company operations for the preceding accounting period terminated with a substantial deficit. (Unfamiliar) C : The company had a gross loss last year. 16. They acceded to the proposition to terminate business. (Long words) C : They agreed to quit the business. 17. The results were reported in our July 9 letter. (Passive) C : We reported the results on our July 9 letter. 18. When an unauthorized employee enters the security area, he is subject to dismissal. (Sexist) C : Unauthorized employees entering the security are subject to dismissal. 19. We received your report of May 1. (We view) C : Thank you for your report of May 1. 20. We cannot deliver the goods until Friday. (Negative) C : We can deliver the goods on Saturday. 21. In spite of the fact that they received help, they failed to exceed the quota. (Cluttering Phrase) C : Though they received help, they failed to exceed the quota.

Some Theoretical Aspects of Business English Topics : 1. 2. 3. 4. 5. 6. Presentation tips and techniques. Good telephone technique. Speaking How to conduct a meeting. How to participate in a meeting. List What To do and Not to do on speaking.

1. Presentation tips and techniques : Practice more on a. Introduction : tell them what you are going to tell them. b. Narration : Tell them. c. Summarize : Tell them what youve told them. d. Review : Test them. 2. Good telephone technique : a. Identify yourself and also the person you are talking to. b. Confirm proper dissimilation of information. c. Note earlier what to say, note while talking. 3. Speaking : Verbal communication of expressions. Key elements are : a. Voice quality : Should be pleasant, improve via practice. b. Choice of words : Enrich vocabulary, read more to improve. c. Adaptation : Use relevant words, understand the standards and values of audience. d. Accent / pronunciation : Correct stress & intonation. 4. How to conduct a meeting : a. Circulation of agenda (and duration of meeting) to participants ahead. b. Administer in Parliamentary way. c. Planning (sequence and participation). d. Jotting down, summarization and findings / decisions inform the members. 5. How to participate in a meeting : a. Courteous, cooperative b. Well prepared on the issues of agenda c. Participation to commensurate with the allotted time. 6. List What To do and Not to do on speaking : a. Standard norms b. Use accepted language / words / pronunciation. c. Flexible, unsteady and eye-contact.

Letters a. Cover Letter Definition : Purpose : Forwarding letter of a CV / Resume (for a job) In view to be invited for the interview (Specimen 1)

Should contain : a. Why should the org. consider you to be important b. You have new ideas that would be revealed in the interview Interview tips : a. Know in details of the Org. b. Be aware of your strengths and weaknesses c. Be smart in communications (smart and straight) d. Be well acquainted with current affairs. Details of any person. Includes each and every personal Concise and professional / Academic purpose only. Very concise and job oriented only.

Bio-data : detail also. CV : Resume :

Note : Never use I in the Bio-data / CV / Resume. b. Business Communication Principle : (Specimen 2) c. Memorandum Purpose : Intra-Office / Inter-Office communication KISS (Keep It Short and Simple) For technical reasons, use Kiss-Kick-Kiss method

Characteristics : a. Short, simple and straight (Exercise in Specimen 3) b. Specific class of target (cc / copy to others if needed)

Short Report WritingSubject based analytical reporting based on given information. Four major parts : a. Introduction : Objective of the report. b. Findings : Description c. Recommendations d. Conclusion : Decisions.

Suppose you work for an export oriented company. Your Boss asked you to prepare a report on which company is going to be chosen for service. You are provided with the inputs from flayers of two companies. (Specimen 4)

Flayer for ABC Shipping Company 1. 2. 3. 4. 5. 1. 2. 3. 4. 5. Renowned Company for worldwide business In market for 10 years Expensive Does all paper-works including taxation Has air-freight. Flayer for Globelink Shipping Company New Company Cheap Has refrigeration Has barrels Travels in Europe.

General Comparative Study Report for Grameen Phone and Banglalink Curriculum Vitae 1. 2. 3. 4. 5. 6. 7. 8. Name & address Career Objective : Educational qualifications : Experience : Extra Curriculum activities : Computer literacy : Language literacy : Personal information : a. Permanent address : b. Mailing address ; c. Fathers name : d. mothers name : e. D.O.B. : f. Nationality : g. Marital status : h. Religion : i. Blood group : 9. Values : 10. Hobbies :

11. References : a. Name, designation, institution, address, contact (Phone, cell or e-mail) CV is duly signed and testified to be true, but it is not necessary if it is submitted with a Cover letter.

Long Formal Report Writing1. Title fly (title of the report) Page Nr. i 2. Title page (a. title of report, b. supervisor, c. submitted by, d. submitted on) Page Nr. ii 3. Letter of transmittal (permission to submit) Page Nr. iii 4. Letter of authorization / declaration (letter of approval) Page Nr. vi 5. Table of contents Page Nr. ix 6. List of abbreviations Page Nr. xii 7. Executive summary (summary of the report) Page Nr. xx

Report Proper1. Historical background / Introduction Page Nr. 1 2. Objectives Nr. 5 3. Methodology 4. Scope 5. Limitation Nr. 15 6. Literature review (Quotation) Nr. 18 7. Findings (problems identification, SWOT) Page Nr. 25 8. Recommendations Nr. 35 9. Conclusion Nr. 48 10. Reference Nr. 52 11. Appendix Nr. 54 Successful Life Page Page Nr. 7 Page Nr. 10 Page Page

Page Page Page Page

Clear sense of purpose : Positive directions / attitudes Education Association Beginning Long life learning Interview tips and technique : Preparation : Information on the Organization Personal strengths and weaknesses Developed communication Set-up and get-up Current affairs (academic) Pro-interview : Not nervous Eye contact Clear communication On job career development tips : Effective communication (persuading and convincing) Personal image Well informed Personality and attitudeSpecimen - 1 House Nr. 86, Road Nr. 8/A West Dhanmondi, Dhaka 1209. April 21, 2009 Manager, Human Resource UNDP, Room 512 (4th Floor) IDB Bhaban, Dhaka. Subject : Application for the post Security Manager for the Asia-Pacific Region. Dear Sir / Madam, I could come to learn through the advertisement of your office published on the Daily Star on April 12, 2009 that a vacant post of Security Manager for the Asia-Pacific Region of UNDP would be filled by a suitable candidate from Bangladesh. I would like to apply myself for the same. In respect to be a suitable candidate for this post, may I draw your kind attention to my following qualifications, trainings and experiences :

Have Graduated in Political Science taking Regional Politics in the Asia and the Pacific as major. Have basic training on Military and Police pertained from Bangladesh Military Academy and Police Academy, Sarda respectively. Have Diploma on Regional Security threats and Necessary Measures from Royal Defense College of Malaysia. Have extensive training on Port Security and Vulnerability conducted by the USA Coast Guard. Have 14 years Managerial experience on National Security of Bangladesh. Have experience of working in the global environment of the UN at UNMIK, Kosovo as an International Police Monitor for two years. Have strong communicating skills in English, both in speaking and writing. Taking above-mentioned points in view, I hope you would interview me for filling the aforesaid post. You may e-mail me at the address [email protected] or call on my cellular number 01715-009008 at your convenience. My CV is also attached herewith to your end. I would be happy to negotiate on the expected salary for the post during the interview. Regards.

(Ali Akbar Khan)

Specimen - 2House Nr. 86, Road Nr. 8/A West Dhanmondi, Dhaka - 1209. Phone : 8128471, 01715009008 e-mail : [email protected] Ref. : Daff/MBA/401/Exer April 11, 2009. Mr. Runion Marshall Manager, The British Council 123, Shat Mosjid Road, Dhaka 1209. Subject : About Spoken English Course. Dear Marshall, I would like to take the privilege to let you know that the British Council is the pioneer in teaching English Language to the people of Bangladesh. It has been conducting training courses on spoken and written English, listening, report writing and general speaking manners since 1989. Subsequently a good number of students from Bangladesh are getting opportunities to many foreign universities for higher education pertaining this training. Furthermore, it provides an ample opportunity for the people of every walk of life to improve their day-to-day English as the 2nd Language. More importantly, a month-long course on Spoken English conducted by the British Council helps the students of all stage to inculcate pure and accurate English, both in speaking and writing. It could here be mentioned that I took part in a month-long course on Spoken English which commenced on March 05, 2009. With a very high anticipation of the British Council, I completed the course; still I have some observations which I consider prudent to bring to your notice: 1. The course was designed to have 12 days of 3 hours each. But due to unknown reasons, classes were taken on 8 full days and 3 partial days only. 2. No handouts were provided to the students though it was mentioned on the flayer of the course. 3. 2 of the foreign faculty members were substituted by two local teachers. On behalf of all the participants, I could let you know that they could not come up to our expectations due to their lacking experience in teaching. 4. All related books were not available at the British Council library though it was assured in the prospectus of the course. In spite of these minor short coming I still believe that the British council always tries to keep its highest standard and integrity. It always maintains highest interests of the students and never compromises with any deviation from the assured promises. Hence, considering the above facts, I expect you to refund my course fee or give me another chance to take part in the same course without any fees.

Your necessary steps to facilitate me learning better English would be highly appreciated. Kind regards. (Ali Akbar Khan)

Specimen 3 1. You are the manager of a small office. In order to reduce costs and improve companys environmental practices, you have decided to collect and recycle all papers used in the office. Write a memo of 40-50 words : a) Informing staff of the new policy, b) Explaining how the paper will be collected and c) requesting staff to co-operate with the scheme. To : From : Date : Subject : Dear staff, I would like to inform you that the company has adopted a new policy to recycle all the waste papers of the office in order to reduce costs and improve companys environmental practices. All waste papers would be thrown in the paper basket kept at the main exit which would be collected twice a day. You are hereby requested to adhere to the policy. Thanks. All staff Nader Hossain, MD April 18, 2009 Recycling waste papers.

2. You are a manager at fast food company Macdonalds. Your company has just merged with a competitor to become Macdonalds King. You have been asked to inform staff of the change of name. Write a memo of 40-50 words : a) Informing staff of the new name, b) telling them when to start using the new name and c) Asking staff to use only the new name after that time. To : From : Date : Subject : Dear staff, As you know, our company is going to be merged with Burger King and a giant company Macdonalds King is going to be emerged on May 01, 2009. All are requested to use the new brand name Macdonalds King henceforth May 01, 2009. All staff Nader Hossain, MD April 18, 2009 Emergence of the new brand Macdonalds King.

Thanks.

Specimen - 4

Report on comparative study of services and facilities of the Companies ABC Shipping Company and Globelink Shipping Company : Introduction : The objective of this report is to analyze the services given by ABC Shipping Company and Globelink Shipping Company, compare those and choose suitable one for our company. Findings : The services available from ABC Shipping Company are as follows : First of all, the company is renowned one for worldwide business and hence it has a brand name. It does work in global aspects and is quite acquainted with the rules regarding carrying freights at home and abroad. Secondly, it is in market for twenty years. Since then, it has been providing its customers with the services at the most optimum level and hence it is trustworthy one. Besides, the company has the ability of air-freight and so it can afford to deliver services in any emergency situations. Furthermore, it can accomplish all paper works like aero bills, CNF and Customs formalities and Taxation. It gives a great relief to the clients and they are saved from unnecessary loss of men, time and money. Though it is a little bit expensive, still the cost commensurate with the service. On the other hand, Globelink Shipping Company is a new comer in the world of freight forwarding and hence is not trustworthy. It has refrigeration facilities which are an advantage for exporters of seafoods. A garments oriented company like ours never needs any facility like this. Alike, this company has barrels which might be a great facilitation for carrying oil and lubricant. Moreover, it runs in Europe only and so exporters to EU countries would find it for convenient. Though we have business worldwide, it would not be prudent to use this company for our exports to Europe. It is very cheap in forwarding freights, still has very less facility to fulfill the requirements of our company. Conclusion : Considering the above findings, we can come to the conclusion that since our company needs to export garments worldwide with less involvement of other administrative activities (such as documentation, CNF, Customs and Taxation), ABC Shipping Company would be more appropriate than Globelink Shipping Company.

Recommendation : It is recommended that our company should get the services of ABC Shipping Company for exporting our goods.

Specimen - 5

Report on comparative study of services and facilities provided by Grameen Phone and Banglalink : Introduction : The objective of this report is to bring out a comparative study of services and facilities provided by Grameen phone and Banglalink and to choose the better one. Findings : Grameen Phone has the best network coverage countrywide and hence it has the maximum numbers of subscribers. Secondly, it has very good customer service. Thirdly, there are lots of Customers Care centres of Grameen Phone where people can get best services from it. Moreover, it has the facility of Easy bills Pay system where customers can pay their utility bills sitting at home. Finally, Grameen Phone has Doctors Helpline by which people can get urgent medical support. On the other hand, Banglalink provides us with the services in the cheapest rate of all Mobile Service Providers. It has Bonus Packages for users of more credits that help the subscribers to talk more with less money. It also has 5 FnF Service Pack where people can talk more with friends and families. Moreover, it has SME Package that helps new entrepreneurs to run their business with less expenditure. Finally, Banglalink has Farmers Helpline that helps farmers to know about their farming and harvesting activities in a very low cost. Recommendation : With the comparative study given above, we can come to the conclusion that Banglalink provides us with better service than Grameen phone since it is less expensive and farmers friendly. Conclusion : Hence, it is encouraged to use Banglalink.Situation 3 : Claim Letter (Direct) December 27, 2009 The Manager Lakeland Cheese Company Ohio, California. Subject : About supplying three-pound Cheese packages instead of five-pound Cheese packages. Dear Sir or Madam,

With reference to our order dated November 30, 2009, you supplied three-pound cheese packages instead of five-pound cheese packages to our 1,244 customers on the Christmas eve. We made the orders to your company for supplying 1,244 packages of five-pound cheese to our valued customers and we made the payment accordingly. It is clearly stated in your brochure that the price for each package of five-pound cheese is $24.50. As per your bill voucher, we ordered for fivepound cheese packages and we paid you at the rate of $24.50 for each of the five-pound cheese packages to supply to our 1,244 customers. There was no ambiguity in making the order or making the payment. Due to any some errors from your company, our clients each got a three-pound cheese package instead of our ordered five-pound pack. A gift of three-pound cheese package from Technology Supply Inc. to our valued customers has crated an irrecoverable image loss of our company. Hence, I request you to send another two-pound cheese package to each of our 1,244 customers with an explanation clarifying the actual status of our company and stating the committed error of your company in this regard. We appreciate your providing Technology Supply Inc. with the good services as ever and we are looking forward for all the necessary steps from you in this regard at the earliest possible time. Truly yours,

(Marshall J. Reunion) General Manager

Notes on Claim Letters : (1) Specific Subject (Tell what went wrong, dont tell what action is needed), (2) Beginning Para with what went wrong avoiding Regret-type old patterned message, (3) In body part, Justify (to give sufficient reasons to validate your claim) and avoid angriness, (4) In 2nd Para of Body part, Suggest action required, such as return goods or refund money (also ask what to do with defective products, if needed), (5) Goodwill ending (seeking / requesting immediate steps).

Situation 4 : Adjustment Grant / Claim Acceptance (Direct) November 06, 2009 Marshall J. Reunion Purchase Manager NKD Garments, Germany. Subject : Confirmation of refunding 40% discount on 10,000 T-shirts. Dear Marshall, In response to your e-mail dated November 05, 2009, we have agreed to refund 40% discount on 10,000 T-shirts. Due to a sudden fall in national power grid-line of Bangladesh, the dyeing machine of our company could not function well to produce the expected colour on 10,000 T-shirts that we supplied to you vide PO#MN3150 of style # BD1589TF. Such an incident occurred which we never experienced before. However, we have arranged a generator for the smooth operation of the dyeing machine so that we can ensure the overall quality production in future. ABC Garments is always ready to satisfy our valued customers with the on time supply of quality goods. Sincerely Yours (Ali Akbar Khan) Sales Manager

Notes on Claim Acceptance : (1) Direct Subject (To pass the good news / action), (2) Beginning Para with action (good news specifically), (3) In body part, Give reason why wrong things happened (if it is not absolutely your fault and only if it is acceptable excuse), (4) In 2nd Para of Body part, Regain the lost confidence (effective measures to eliminate same fault in future), Avoid negative as much as possible (5) Situational ending (Goodwill, request, etc. which fits best for the situation).

Chapter VII : Indirectness in Bad News There are three types of Bad news : a. Request Refusal (Admission, Donation, Participation, etc.) b. Adjustment Refusal c. Credit Refusal (a) Loan Refusal (b) Credit Purchase Refusal Indirectness refers to the presentation of findings in an unimportant way. Usually in indirect message, the cause of indirect response is explained before the findings is delivered so that it makes the reader aware of the upcoming response quite ahead. The conveyance of the message should be indirect. However, it could be direct if there is a frank relationship exists amongst the parties. The degree of directness / indirectness depends on the interrelationship between the parties.

Situation 5 : Adjustment Refusal (Indirect) November 16, 2009 Mr. Siddique Engineer Globe Constructions Ltd., Dhaka

Subject : About the changing of Ceramic tiles. Dear Sir, We highly appreciate your order of 50,000 sft. Tiles from XYZ ceramics which we supplied vide Receipt Nr. 534 dated 12/11/2009. The XYZ ceramics is a leading Ceramic Tiles supplier and we are always looking forward to share ourselves with the progressive reputation of Globe Construction Ltd. In response to your letter dated 15/11/2009, we inquired into the matter and could find that the Tiles were fixed with non-Brand clay. While delivering the tiles, we directed Mr. Mahmood, Asstt. Engineer of your company to ensure the use of Brand X Clay to affix them. Due to the use of non Brand X clay, the tiles got cracks and it did not happen from the quality of our tiles. Hence we cannot accept the request to replace them with new ones. However, we consider your great losses and would like to share with you by replacing the cracked tiles with new ones with 10% discount rate. Due to the present rash season, we would not be at the position to replace all the tiles within this week and for the full delivery of the replaced titles, we need 15 more days. We are looking forward to get your response in this regard so that we can supply the replaced tiles at earliest possible times at your end. Sincerely Yours (Mujibur Rahman) Sales Manager

Notes on Claim Refusal : (1) Indirect Subject (No negative words), (2) Beginning Para with positive words regarding the event, (3) In body part, Give reason of rejection and the final findings of refusal (4) In 2nd Para of Body part, Retain good will (5) Goodwill ending.

Situation 6 : Loan Refusal (Indirect) November 16, 2009 Mr. Zahid Hasan Executive (Marketing) ABC Company, Dhaka. Subject : About the Auto-loan request from National Bank Limited.

Dear Sir, We highly appreciate your request for a loan of Taka Five Lac only from National Bank Limited on November 01, 2009. We understand the necessity of automobiles for our valued customers and hence we are very proud to provide them with the auto-loans in fulfilling their heartiest desires. National Bank Limited grants auto loans to our valued customers fulfilling the criteria of having (1) 50% monthly income greater than one installment of the requested loan, (2) permanent job. We examined your papers and found that your salary is good enough to fulfill the 1 st criteria. Since your job is contractual in nature, it could not meet the 2nd criteria and therefore, we are not in the position to grant you the loan applied for. However, we have the same loan facility with less interest rate and you can avail yourself with that one if you keep a security of fixed asset of 200% worth of the requested loan amount. We very eagerly like to serve you with the Mortgage auto-loan and are waiting to get your request in this regard. Sincerely Yours (Hasan Ibn Zubair) Executive (Credit & Sales)


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