IBN TOFAIL UNIVERSITY

FACULTY OF LETTERS AND HUMAN SCIENCES

ENGLISH DEPARTMENT

Business
Communication

Profs: BIBOUSSI/ SAKALE / BOUYAHI

2018/2019
 Contents

Unit 1: Introduction to Business. ....................................................................................................... P 01

Unit 2: Types of Business Organizations........................................................................................... P 03

Unit 3: Company Structure...................................................................................................................... P 05

Unit 4: Money Matters. .............................................................................................................................. P 07

Unit 5: Essentials of effective correspondence ………………………………………………..……. P 11

UNIT 6: The layout of a business letter …………………………………………………………………. P 16

UNIT 7: Memoranda ................................................................................................................................. P 25

UNIT 8: CV and Job Application …………………………………………………………………………… P 28

UNIT 9: Recruitment ………………………..…………………………………………………………………. P 44

UNIT 10: Job interviews ……………………………………………………………………………………… P 46

Unit 11: Giving a Successful Presentation …………………………………………………………… P 52

 UNIT 1: INTRODUCTION TO BUSINESS

Business is an organized approach to providing customers with the goods and services they want.
The word business also refers to an organization that provides these goods and services. Most
businesses seek to make a profit - that is, they aim to achieve revenues that exceed the costs of
operating the business. Prominent examples of for-profit businesses include Mitsubishi Group,
General Motors Corporation, and Royal Dutch/Shell Group. However, some businesses only seek to
earn enough to cover their operating costs. Commonly called nonprofits, these organizations are
primarily nongovernmental service providers. Examples of non-profit businesses include such
organizations as social service agencies, foundations, advocacy groups, and many hospitals.

Business Operations

A variety of operations keep businesses, especially large corporations, running efficiently and
effectively. Common business operation divisions include (1) production, (2) marketing, (3) finance,
and (4) human resource management.

Production includes those activities involved in conceptualizing, designing, and creating products
and services. In recent years there have been dramatic changes in the way goods are produced. Today,
computers help monitor, control, and even perform work. Flexible, high-tech machines can do in
minutes what it used to take people hours to accomplish. Another important development has been the
trend toward just-in-time inventory. The word inventory refers to the amount of goods a business
keeps available for wholesale or retail. In just-in-time inventory, the firm stocks only what it needs for
the next day or two. Many businesses rely on fast, global computer communications to allow them to
respond quickly to changes in consumer demand. Inventories are thus minimized and businesses can
invest more in product research, development, and marketing.

Marketing is the process of identifying the goods and services that consumers need and want and
providing those goods and services at the right price, place, and time. Businesses develop marketing
strategies by conducting research to determine what products and services potential customers think
they would like to be able to purchase. Firms also promote their products and services through such
techniques as advertising1 and personalized sales2, which serve to inform potential customers and
motivate them to purchase. 1Firms that market products for which there is always some demand, such
as foods and household goods, often advertise if they face competition from other firms marketing
similar products. Such products rarely need to be sold face-to-face. On the other hand, 2firms that
market products and services that buyers will want to see, use, or better understand before buying,

1
often rely on personalized sales. Expensive and durable goods - such as automobiles, electronics, or
furniture - benefit from personalized sales, as do legal, financial, and accounting services.

Finance involves the management of money. All businesses must have enough capital on hand to
pay their bills, and for-profit businesses seek extra capital to expand their operations. In some cases,
they raise long-term capital by selling ownership in the company. Other common financial activities
include granting, monitoring, and collecting on credit or loans and ensuring that customers pay bills on
time. The financial division of any business must also establish a good working relationship with a
bank. This is particularly important when a business wants to obtain a loan.

Businesses rely on effective Human Resource Management (HRM) to ensure that they hire and
keep good employees, and that they are able to respond to conflicts between workers and management.
HRM specialists initially determine the number and type of employees that a business will need over
its first few years of operation. They are then responsible for recruiting new employees to replace
those who leave and for filling newly created positions. A business‟s HRM division also trains or
arranges for the training of its staff to encourage worker productivity, efficiency, and satisfaction, and
to promote the overall success of the business. Finally, human resource managers create workers‟
compensation plans and benefit packages for employees.

2
 UNIT 2: TYPES OF BUSINESS ORGANIZATIONS

A company is, in general, any group of persons (known as its members) united to pursue a
common interest. The term is thus synonymous with association, but more often it is used specifically
to identify associations formed for profit, such as the partnership, the joint-stock company, and the for-
profit corporation. A company is not necessarily a corporation.

The Steps in Starting a Business

Every business, regardless of size, involves four elements: expenses, advertising, receipts and
record keeping, and risk.

Expenses: If you own a painting business, you will need to purchase brushes and paint. As your
business grows, you might invest in paint sprayers so that you can complete jobs faster. This new
equipment would add to your income, but will probably take more money capital than you have
on hand.

Advertising: You will quickly find out that letting potential customers know that you are in
business is costly. Once you have customers, however, information about your business will spread by
word of mouth.

Receipts and Record Keeping: No matter how small your business is, having a system to track
your expenses and income is key to your success. All receipts should be safely filed and saved.

Risk: Every business involves risks. You must balance the risks against the advantages of being in
business for yourself - including profit versus loss.

Depending on the kinds of jobs you do, you will need equipment and replacement parts. At
first, you might buy parts as you need them for a particular job: In time, you will find it easier to have
an inventory. An inventory is a supply of whatever items are used in a business.

SOLE PROPRIETORSHIPS AND PARTNERSHIPS :___________________________________

Business can be organized in the United States in a number of ways. The two most
common are a sole proprietorship and a partnership.

Sole Proprietorship :--------------------------------------------------------------------------------

The most basic type of business organization is the sole proprietorship, a business owned
by one person. It is the oldest form of business organization and also the most common. The
colonies of Maryland and Pennsylvania were founded as sole proprietorships. When we speak of

3
a proprietor, we are always referring to the owner of a business. The word proprietor comes from the
Latin word proprietas, meaning “property.” A business is a kind of property.

Today, the United States has about 14 million such businesses, and many of them are small. For
that reason, they usually are easier and less expensive to start and run.

Partnerships -----------------------------------------------------------------------------------------

To take the example of your repair business a little further, suppose that your business is doing so
well that your workload has increased to the point at which you have little time for anything else. You
could expand your business by hiring an employee. You also need financial capital, but would rather
not take out a loan. You may look into taking on a partner.

You decide that the best solution is to look for someone who can keep books, handle customers,
and invest in the business. You offer to form a partnership. A partnership is a business that two or
more individuals own and operate. You may sign a partnership agreement that is legally binding. It
describes the duties of each partner, the division of profits, and the distribution of assets should the
partners end the agreement.

A corporation is an organization led by many people but treated by the law as though it were a
person. It owns property, pays taxes, makes contracts, sues and be sued, and so on. It has a separate
and distinct existence from the stockholders who own the corporation‟s stock. Stock represents
ownership rights to a certain portion of the profits and assets of the company that issues the stock.

In terms of the amount of business done (measured in dollars), the corporation is the most
important type of business organization in the United States today.

In order to form a corporation, its founders must do three things. First, they must register
their company with the government of the state in which it will be headquartered. Second, they must
sell stock. Third, along with the other shareholders, they must elect a board of directors.

FRANCHISES

Many hotel, motel, gas station, and fast-food chains are franchises. A franchise is a contract in
which a franchisor (fran-chy-ZOR) sells to another business the right to use its name and sell its
products. The person or business buying these rights, called the franchisee (fran-chy-ZEE), pays a fee
that may include a percentage of all money taken in. If a person buys a motel franchise, that person
agrees to pay the motel chain a certain fee plus a portion of the profits for as long as his or her motel
stays in business. In return, the chain will help the franchisee set up the motel. Often, the chain will
have a training program to teach the franchisee about the business and set the standards of business
operations.

4
 UNIT 3: COMPANY STRUCTURE

COMPANY STRUCTURE

Most organizations have a hierarchical or pyramidal structure, with one person or a group of
people at the top, and an increasing number of people below them at each successive level.
There is a clear line or chain of command running down the pyramid. All the people in the
organization know what decisions they are able to make, who their superior (or boss) is (to
whom they report), and who their immediate subordinates are (to whom they can give instructions).

Some people in an organization have colleagues who help them: for example, there might
be an Assistant to the Marketing Manager. This is known as a staff position: its holder has no
line authority, and is not integrated into the chain of command, unlike, for example, the Assistant
Marketing Manager, who is number two in the marketing department.

The most recognizable set up is called the functional structure where a fairly traditional chain of
command (incorporating senior management, middle management and junior management) is put in
place. The main benefit of this system is clear lines of communication from top to bottom but it is
generally accepted that it can also be a bureaucratic set up which does not favour speedy decision-
making.

More and more companies are organizing themselves along product lines where companies have
separate divisions according to the product that is being worked on. “In this case the focus is always
on the product and how it can be improved”.

Microsoft is a good example of a company that is structured along product lines. In Ireland,
where 1,000 employees work on localization of the software for all Microsoft‟s markets, the
company is split up into seven business units. Each unit controls the localization of their
specific products while working closely with the designers in Microsoft‟s Seattle Headquarters. It
works, said Ms. MacLauchlan, because everyone who works in the unit is “incredibly empowered”.

The matrix structure first evolved during a project developed by NASA when they needed to pool
together different skills from a variety of functional areas. Essentially the matrix structure organizes a
business into project teams, led by project leaders, to carry out certain objectives. Training is vitally
important here in order to avoid conflict between the various members of the teams.

During the 1980s a wave of restructuring went through industry around the globe. This process,
known as delayering, saw a change in the traditional hierarchical structures with layers of middle
management being removed. This development was, driven by new technology and by the need to
reduce costs. The overall result was organizations that were less bureaucratic.

5
 Ms. Julia MacLauchlan, Director of Microsoft‟s European Product Development Centre in
Dublin, said the leading software company had a very flat organizational structure. “There would not
be more than around seven levels between the average software tester and Bill Gates”, she said.
“Without a huge bureaucratic infrastructure people can react a lot more quickly to any challenges and
work towards the company‟s objectives”.

What department does which job? Match each job from the column on the left to a company
department from the column on the right:

1. puts the product into boxes? A. Training

2. pays wages and salaries? B. Production
3. plans how to promote products? C. Marketing
4. has systems to prevent mistakes? D. Purchasing
5. looks after the equipment? E. Personnel
6. deals with complaints? F. Packaging
7. manufactures the products? G. Sales
8. sends invoices to customers? H. Accounts
9. buys equipment? I. Payroll
10. arranges credit facilities? J. Distribution
11. helps staff develop new skills? K. Customer Service
12. sends products to the customer? L. Financial Services
13. buys media space? M. Quality
14. recruits new staff? N. Advertising
15. sends representatives to visit customers? O. Maintenance

6
 UNIT 4: MONEY MATTERS

THE FUNCTIONS AND CHARACTERISTICS OF MONEY

American businesses produce, market, and distribute goods and services. Money makes it possible
for businesses to obtain what they need from suppliers and for consumers to obtain goods. Money is
defined as anything customarily used as a medium of exchange, a unit of accounting, and a store of
value. The basis of the market economy is voluntary exchange. In the American economy, the
exchange usually involves money in return for a good or service.

The Functions of Money

Most people think of money as bills, coins, and checks. Historically, and in other economies,
money might be shells, gold, or even goods such as sheep. Economists identify money by the
presence or absence of certain functions. Anything that is used as a medium of exchange, a unit
of accounting, and a store of value is considered money. For example, Native Americans used
wampum - beads made from shells. Fijians have used whales‟ teeth.

There are three functions of money.

Medium of Exchange. To say that money is a medium of exchange simply means that a seller will
accept it in exchange for a good or service. Most people are paid for their work in money, which
they then can use to buy whatever they need or want. Without money people would have to
barter - exchange goods and service for other goods and services.

Unit of Accounting. Money is the yardstick that allows people to compare the values of goods and
services in relation to one another. Money that is a measure of value functions in this way as a unit of
accounting. Each nation uses a basic unit to measure the value of goods, as it uses the foot or meter to
measure distance. In the United States, this base unit of value is the dollar. In Japan, it is the yen; in
France, the franc. An item for sale is marked with a price that indicates its value in terms of that unit.

Store of Value. Money also serves as a store of value. You can sell something, such as your labor,
and store the purchasing power that results from the sale in the form of money for later use. People
usually receive their money income once a week, once every two weeks, or once a month. However,
they usually spend their income at different times during a pay period. To be able to buy things
between paydays, a person can store some of his or her income in cash and some in a checking
account.

7
 The Types and Characteristics of Money

Anything that people are willing to accept in exchange for goods can serve as money. At various
times in history, cattle, salt, animal hides, gems, and tobacco have been used as mediums of
exchange. Each of these items has certain characteristics that it better or worse than others for
use as money. Cattle, for example, are difficult, to transport, but they are durable. Gems are easy to
carry, but they are not easy to split into small pieces to use. Precious metals, however, particularly
gold and silver, are especially well suited as mediums of exchange, and have often been used as such
throughout history. It is only in more recent times that paper money has been widely used as
a medium of exchange.

Characteristic Description
Durable Money must be able to withstand the wear and tear of being passed from person to
person. Paper money lasts on the average of only one year, but old bills can be
easily replaced. Coins, in contrast, last for years.
Portable Money can be carried around easily. Though paper money is not very durable,
people can easily carry large sums of paper money.
Divisible Money must be easily divided into small parts so that purchases of any price can be
made. Carrying coins and small bills makes it possible to make purchases of any
amount.
Stable in value Money must be stable in value. Its value cannot change rapidly or its usefulness as a
store of value will decrease.
Scarce Whatever is used as money must be scarce. That is what gives it value.
Accepted Whatever is used as money must be accepted as a medium of exchange in payment
for debts. In the United States, acceptance is based on the knowledge that others will
continue to accept paper money, coins, and checks in exchange for desired goods
and services.

TYPES OF MONEY IN THE UNITED STATES

Money Is More Than Cash When you think of money, you may think only of paper bills and coins.
What does it mean to have “money in the bank”?

Money and Near Moneys

Money in use today consists of more than just currency. It also includes deposits in checking
and savings accounts in banks and savings institutions, plus certain other investments.
Currency. All United States coins in circulation today are token coins. The value of the metal in

8
each coin is less than its exchange value. A quarter, for example, consists of a mixture of copper
and nickel. If you melted down a quarter - which is illegal - the value of the resulting metal would be
less than 25 cents. The Bureau of the Mint, which is part of the Treasury Department, makes all coins.
Of the currency in circulation in the United States today, about 9 percent is in coins.

Most of the nation‟s currency is in the form of Federal Reserve notes. Federal Reserve banks issue
these notes. The Bureau of Printing and Engraving, also part of the Treasury Department, prints all
Federal Reserve notes. They are issued in denominations of $1, $5, $10, $20, $50, and $100. The
Treasury Department has also issued United States notes in $100 denominations only. These bills
have the words United States Note printed across the top and can be distinguished from Federal
Reserve notes by a red Treasury seal. United States notes make up less than 1 percent of the paper
money in circulation. Both Federal Reserve notes and United States notes are fiat money or legal
tender.

Checks. A checking account is money deposited in a bank that a person can withdraw at any time
by writing a check. The bank must pay the amount of the check when it is presented for payment,
that is, on demand. Such accounts used to be called demand deposits. Today we call these
checkable deposits, and a variety of financial institutions offer them. Commercial banks used to
be the only financial institutions that could offer checkable accounts. Today all thrift institutions -
mutual savings banks, savings and loan associations (S&Ls), and credit unions - offer checkable
deposits.

Credit Cards and Debit Cards. Even though many people use their credit cards to purchase
goods and services, the credit card itself is not money. It does not act as a unit of accounting nor as
a store of value. The use of your credit card is really a loan to you by the issuer of the card,
whether it is a bank, retail store, gas company, or American Express. Basically, then, credit card
“money” represents a future claim on money that you will have later. Credit cards defer rather
than complete transactions that ultimately involve the use of money.

The debit card automatically withdraws money from a checkable account. When you use your
debit card to purchase something, you are in effect giving an instruction to your bank to transfer
money directly from your bank account to the store‟s bank account. The use of a debit card does
not create a loan. Debit card “money” is similar to checkable account money.

Near Moneys. Numerous other assets are almost, but not exactly, like money. These assets are
called near moneys. Their values are stated in terms of money, and they have high liquidity in
comparison to other investments, such as stocks. Near moneys can be turned into currency or
into a means of payment, such as a check, relatively easily and without the risk of loss of value.

9
 For example, if you have a bank savings account, you cannot write a check on it. You can,
however, go to the bank and withdraw some or all of your funds. You can then redeposit it in
your checking account or take some or all of it in cash.

Time deposits and savings-account balances are near moneys. Both pay interest, and neither can
be withdrawn by check. Time deposits require that a depositor notify the financial institution
within a certain period of time, often 10 days, before withdrawing money. Savings accounts do
not usually require such notification.

The Money Supply

How much money is there in the United States today? That question is not so easy to answer. First,
the money supply must be defined and agreed upon. Currently, two basic definitions are used,
although others exist. The first is called M1 and the second M2. Both definitions include all the paper
bills and coins in circulation. M1, the narrowest definition of the money supply, consists of moneys
that can be spent immediately and against which checks can be written. It includes currency, traveler‟s
checks, and checkable deposits. A broader definition of the money supply, M2, includes all of M1,
plus such near moneys as money market mutual fund balances and Eurodollars.

Match each person from the list with a suitable description. Use each name once only:

Accountant/ cashier /heir / manager / pensioner /agent /customer / investor /miser/ swindler:

a. Someone who likes to keep money and not spend it.

b. Someone who inherits money or property.

c. Someone who runs a bank.

d. Someone who has retired.

e. Someone who keeps or checks financial records.

f. Someone who buys things in a shop.

g. Someone who pays out money in a bank.

h. Someone who represents others in business.

i. Someone who puts money into a business.

j. Someone who cheats people out of money.

10
Arab British Academy for Higher Education.

Unit Two

Essentials of Effective Correspondence:

Introduction:

Letters are the most important means of written communication, the most
numerous and the most personal. They are also very important for any
organization or individual for the purpose of giving or seeking information.
Modern technological developments have not diminished their importance.
As an executive goes up the ladder of his career he has to spend more and
more of his time in handling correspondence. Needles to say that the success
or failure of an organization depends to a large extent on its correspondence.
It is, therefore, obligatory for an executive to learn the art of writing
effective letters. Let us have a look at the salient features of an effective
letter.

1- Simplicity: it must be kept in mind that the writer of a letter is a

person communicating with another person. It is, therefore, the polite,
personal touch that proves to be more effective than the stiff, detached
style generally associated with business correspondence. To highlight
this point some typical expressions used in business correspondence
are given below along with reasons for objection and suggested
alternatives:

11
www.abahe.co.uk
Arab British Academy for Higher Education.

Typical expression Reason for objection Suggested alternative

“I beg to acknowledge a- Verbose “Thank you for you
receipt of yours of…” b- Tone servile and letter of..”
insincere
c- Phrase lack
firmness
Respectfully yours False complement, Yours faithfully
unduly servile
“ I regret to inform you A convenient “I am sorry to have to
that..” phrase, but sounds tell you that..
rather formal.
Apologies to be
effective must be as
personal as
possible.

2- Clarity of Goal: Both in thought and expression we have to be clear in

our correspondence. Every letter is a reflection of the writer’s mind.
He should be therefore clear about what information he is seeking or
wishing to give. All facts and figures must be stated in the simplest
possible language. It means that there is no scope for ambiguity and
flowery language in business letters.
3- Public Relation Aspect: Besides aiming at the immediate goal,
business correspondence is also deeply concerned with the image of
the company in the eyes of the public. People form images about
companies from many sources, and correspondence is a major factor
12
www.abahe.co.uk
Arab British Academy for Higher Education.

among them. All effective correspondence has the broad objective of

enhancing the company’s public relations.
4- You-attitude: The most effective business letters are those that show
the writer’s interest in the receiver. It means that the writer has to
view things from the reader’s point of view so as to get a favorable
response from him. Communication experts, therefore, advise us to
shift our focus from “I” and “We” to “You” and “Your”. A
Comparison of the following examples show the difference in
attitudes.
We-attitude You-attitude
We have received your letter of June Thank you for your letter of June15
15
We have shipped the two dozen steel Your two dozen steel racks should
racks you ordered reach you soon/with this letter.
I have five year’s experience as a Five year’s practical experience as a
sales executive sales executive will enable me to
push up your sales.

5- Courtesy: When we adopt the “you-attitude” for mutual benefit it is

natural that our tone becomes courteous. It involves writing directly to
our reader, avoiding the outdated cold style and also excluding
elements of anger and preaching that very often spoil communication.
6- Persuasion: Persuasion is the main function of business
communication. It is most evident in effective business letters. The
basic purpose of an effective letter is to influence, or to sell an idea to
the reader(s).
13
www.abahe.co.uk
Arab British Academy for Higher Education.

7- Sincerity: Sincerity means that our readers must believe what we say.
They must be convinced that we are genuinely in mutual profit-
sharing and well-being. Words of exaggeration like ‘extraordinary’,
‘sensational’, and ‘revolutionary’, ‘greatest’, ‘amazing’ etc. must be
avoided in letters.
8- Positive Language: A wise communicator tries, as far as possible, to
use positive language. Use of positive language becomes all the more
important in a business letter, the primary aim of which is to build up
the best of human relations and to earn business. Positive words stir
up positive feelings. That is why it is advisable to avoid using
negative words like ‘failure’, ‘refuse’, ‘sorry’, ‘no’, ‘do not’,
‘mistake’, ‘loss’, damage’,etc. It should be our effort to find positive
substitutes for them.
9- Coherence: Effective letters present information in logical order by
careful use of linking devices, use of pronouns that are reference
words, and repetition of key words. Linking devices like ‘besides’,
‘therefore’, ‘likewise’, ‘however’ etc. and the pronouns like ‘this’,
‘that’, ‘these’ give a logical progression to the thought content of the
writer. Repetition of key words gives the content of the letter a
forceful thrust. A skilful writer knows which words to repeat.
10- Care for Culture: In international correspondence we have to be
specially careful in choice of words so as not to offend the receiver
who may be having a very different cultural background. We should
avoid use of culturally derived words, slang, colloquialisms and as far
as possible, even idioms and phrases. To write a letter in simple,
general service list words that are universally understood and
acceptable.
14
www.abahe.co.uk
Arab British Academy for Higher Education.

11- Tactful Approach: An effective letter is a tactfully planned

letter. A business letter is not always a simple, straightforward
statement of a situation or giving out of some information. There may
be a problem. There may be not a good news to convey. The writer
has to decide how best to approach the problem or to convey the bad
news.

Review Questions:

1- What do we mean by “You-attitude” in business correspondence?

Why is it regarded important?
2- What do we mean by the public relations aspect of a business?
3- What is the necessity of a “tactful” approach in letter-writing?

15
www.abahe.co.uk
Arab British Academy for Higher Education.

Unit Three

The Lay-Out of a Business Letter

Introduction:

A business letter is supposed to have a lay-out that impresses. Its physical

appearance, that includes the quality of the paper, the arrangement of the
typed/printed, the way it is folded and kept in the envelop, the envelop itself
with the addressee’s name and address, stamping – everything
communicates and passes through the receiver’s mental filter. As has been
said, a letter’s appearance is a part of its message.

Before we discuss each of the points / parts of a business letter let us have a
look at the two most commonly followed lay-out conventions.

The first-indented form follows the old, established British conventions of

writing letters and paragraph construction. Each paragraph can be easily
identified because there is some space left in the beginning. This is also the
way most of us are taught to write paragraphs in the earliest stages of our
learning.

The second – block form – is of recent origin, primarily because of the

American practice of paragraph writing. Now, of course, it is being followed
all over the world. No doubt it looks more presentable, and is easier to
handle.

16
www.abahe.co.uk
Arab British Academy for Higher Education.

Formats for Typing

Block Style

Date

Name of Recipient
Title/Department
Company
Street Address
City, State, and Zip Code

RE

Dear Name:

Subject:
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____________________________________
________________________________________________________________________
________________________________________________________________________
________________________________________________________________________
____________________________________
Sincerely,

(Handwritten Signature)
Writer’s Name
Title
dm (typist’s initials—If the writer is also the typist, you may omit this notation.)
Enclosure
cc Dr. Rashid Al-Mansori
PS:

17
www.abahe.co.uk
Arab British Academy for Higher Education.

Formats for Typing

Indented Style

Date

Name of Recipient
Title/Department
Company
Street Address
City, State, and Zip Code

RE

Dear Name:
Subject:
__________________________________________________________________
________________________________________________________________________
________________________________________________________________________
__________________________________________
__________________________________________________________________
________________________________________________________________________
________________________________________________________________________
__________________________________________
__________________________________________________________________
________________________________________________________________________
________________________________________________________________________
__________________________________________
Sincerely,

(Handwritten Signature)
Writer’s Name
Title
DDB/cm
Enc
cc Dr. Mahmoud Hasan
P.S.

18
www.abahe.co.uk
Arab British Academy for Higher Education.

1- Heading: The heading, also called “letterhead”, contains the name of

the firm/company and its address. It is usually given at the top centre
or the top right side of the paper. It is also usual to give the
telephone, fax and telegraphic address.
2- Date: Place the date at least two spaces below the letterhead. The
line may be flush left or right, or centered below the letterhead.

Do not abbreviate the month or use nd, st, or th with the day numbers,
like May 5th, 1998. Also, do not use a month’s number, like 6/23/89.

Both date orders listed below are appropriate;

December 10, l997

10 December l997
3- Inside Address: It contains the name and address of the organization
or the individual to whom the organization is being sent. It should be
complete. This is always on the left margin.
a- Addressing individuals;
i- Mr. is used for addressing a man
ii- Miss is used for an unmarried woman
iii- Mrs. is for a married woman
iv- Ms is used for a woman whose marital status is not known.
Most woman now prefer the use of Ms
v- Messrs is a plural for Mr. and is used while addressing a
partnership.

When addressing couples, give both appropriate titles:

Dr. and Mrs. Jehad Hosni

Mr. Jehad Hosin and Dr. Rania Osman

19
www.abahe.co.uk
Arab British Academy for Higher Education.

Dr. Jehad and Rania Osman

Dr. Margaret Wright and Mr. Steven Jones
Mr. and Mrs. Ali Al-Ajmi

Ms. Ghada Al-Ahmad

Mr. Talal Al - Saadi

4- Reference: “Reference lines” assist with filing or routing

correspondence. A reference line can refer to your files and/or your
reader’s files. Place your reference line first.

Our reference: Project #234

Your reference: Invoice #3444

RE Order #4558

5- Attention line: Use an “attention line” whenever you want to direct

your letter to a specific person or department within a company.

Place the attention line two lines below the inside address. Use a colon
after Attention

6- Salutation: Always try to greet your reader by name rather than by

title. If you don’t have a name, you may use one of the following.

Dear Committee Member:

Dear Meeting Planner:
Dear Colleagues:
To All Sales Reps:
To Whom It May Concern:
Dear Madam or Sir:
Dear Purchasing Agent:

20
www.abahe.co.uk
Arab British Academy for Higher Education.

If your letter is addressed to a company, the proper salutation is:

Gentlemen or Ladies:
Ladies or Gentlemen:
If your letter is addressed to an organization of only women or only men,
use:
Dear Sirs:
Dear Mesdames:
Use a person’s full name instead of the Mr. or Ms. or Mrs.
Dear Kim Krause:
Dear K. Krause:
Use a colon after formal salutations, and a comma after informal ones.
Dear Mr. Jones:
Dear Jim,
7- Subject: In external correspondence, “subject lines” tell a clerk how
to file and route a document. When a clerk reads, “Subject: Project
#2469-993KLS”, she knows where to file it or to whom to send it.

In internal communications, “subject lines” not only should help clerks,

but also inform the reader as to the content or subject of the letter. The
more information you give in the “subject line”, the better.

Subject: Management Development

Subject: Management Development Classes

Subject: Request for Approval on Management Development

Classes

Subject: Request for Approval on the August 10th

Management Development Seminar

Instead of Subject:, you may use Re or RE.

21
www.abahe.co.uk
Arab British Academy for Higher Education.

Place a subject line two lines below the salutation because it is part of
the body of the letter. Either use all capitals or underline the complete
subject line.

SUBJECT: EXHIBITOR BOOTH SPACE STILL

AVAILABLE

Subject: Exhibitor Booth Space Still Available

8- Body: the body of the letter carries its message or content. It is

generally divided into three or four paragraphs, each having its own
function. The first or opening paragraph links up the correspondence
and establishes rapport with the reader. The second paragraph may be
called the main paragraph that contains the subject proper. If need be,
the point made in the second or main paragraph is elaborated or
further developed upon in the third paragraph. The fourth or final
paragraph brings the letter to a goodwill ending, leaving the door open
for further business.

9- Formal Close:

The closing should match the tone of the letter. Listed below are closings
that range from the very formal to the informal.

Very Formal
Respectfully yours,
Yours respectfully,
Formal
Very truly yours,
Yours very truly,
Yours truly,

22
www.abahe.co.uk
Arab British Academy for Higher Education.

Less Formal
Sincerely yours,
Yours sincerely,
Sincerely,
Cordially yours,
Yours cordially,
Cordially,
Informal
Regards,
With kindest regards,
With my best regards,
My best,
Give my best to Ibtisam,
Fondly,
Thanks,
See you next week!

10- Signature: Always sign your letters in ink and by hand.

Do not sign a title such as Mr., Ms., Mrs., Dr., or Rev. Your title
or other designation is typed beneath your signature.

11- Enclosure: The “enclosure notation” goes flush left two

lines below the signature block or the typist’s initials, if they’re
included. Identify each and every enclosure that is being sent
so that the reader will know if something is missing from the
packet.

Enc.
Enclosures: 3
Enclosures: Hite contract
Check for $458

23
www.abahe.co.uk
Arab British Academy for Higher Education.

Enclosures:
1. Draft of absentee policy
2. Invoice #459990

12- Postscript: Postscripts serve two purposes: 1) to

reemphasize a key point 2) to be informal and personal. The
postscript may be handwritten or typed:

P.S. Just return the enclosed card to see if you aren’t pleased
with the service you receive!

PS. Give my regards to the others who had a part in making the
program such a success.

13- Carbon Copy Notation or “CC”: Use cc, meaning carbon

copy, even though you may use photocopy or other
reproductions. This notation goes at the very end of your letter
and flush left.

If you do not want your reader to know that you are sending a copy to
another person, omit cc and instead, type bcc, blind carbon copy, only
on your copy of the letter.

Below are the ways to present this feature.

cc: Morad Marzouqi

Copy to : Morad Marzouqi

Copies to: Morad Marzouqi
Saed Shaar
Ali Hajjar
24
www.abahe.co.uk
Arab British Academy for Higher Education.

Unit Fifteen
Memoranda

Introduction:
A memorandum (known as ‘memo’ in short form) is by definition, “ a
written statement that you prepare specially for a person or committee in
order to give them information about a particular matter”. In an organization
it takes the form of “a short official note that you write to a person or to
several people, especially people who you work with.” It has been derived
from the Latin word ‘memorare’ changed to ‘memorandus’ (notable), and
means literally ‘to mention’ or ‘tell’.

To achieve its purpose a memo is written in easy-to-understand language. Its

style is like that of reports: objective, matter-of-fact, and lucid. No attempt is
made to make an emotional appeal to the reader or to create a psychological
impact on him. Plain and direct statements of facts are all that is required.

A memo plays a very useful role in an organization. It ensures quick and

smooth flow of information in all directions. It also enables officers to
maintain good business relationships. A memo will come to your aid when
you wish to avoid coming into personal contact with certain colleague.

Another useful function of a memo is to establish accountability. Since it is a

record of facts and decisions, you can return to it in future if there is a need
to find out who went wrong and at what stage.

25
www.abahe.co.uk
Arab British Academy for Higher Education.

The Memo Format:

A memo format is a form of written communication, but it is not a letter. Its
format, therefore, is also different from that of a letter. Most companies have
their own printed memoranda sheets with the main company heading and
also the heading of the department or section and often one or two colored
sheets attached which can be torn off as copies for filing.

The following essential items of information must be given in a memo: (i)

the designation of the receiver, (ii) the designation of the sender, (iii) date,
and (v) subject.

26
www.abahe.co.uk
Arab British Academy for Higher Education.

Example 1:

Khawarizmi International College

Memo

Date : April 24, 2005

To : Students of Computer Science Department

From : Department Of Computer Science

Subject: Final Exams Timing

Dear Students,

The time table for the final exams has been set according to
the following:

1. Ladies section: Daily from 9:00 -12:00 AM.

-- From May 1, 2005 to May 10, 2005.

2. Gents section: Daily from 4:00 – 7:00 PM.

-- From May 1, 2005 to May 10, 2005.

Ahmad Ali

Dean of the Department

27
www.abahe.co.uk
Arab British Academy for Higher Education.

Unit Sixteen
CVs and Job Applications

Introduction:

The Successful Application Letter

Your CV should be accompanied by a letter of application, and these two items

form a package. The letter has a number of purposes:

 It allows you to sell yourself by pointing out key features of your CV.
 It gives you the opportunity to include material that is not in the CV,
especially personal qualities that you listed when making your preparations.
 It shows a prospective employer that you know how to write a letter. While
this may be of decreasing importance in an electronic age, many employers
still value it highly, both as a skill in its own right and as a test of your
ability to communicate clearly and effectively.

What should go in it?

The letter of application should follow the general guidelines for all business
letters. It should have an introduction, a body, and a conclusion.

The introduction: In the introduction you should detail the job you are applying
for, and, if relevant, the circumstances that have led to this (for example an
advertisement, or the recommendation of an agency).

The body: The body of the letter provides you with an opportunity to present
yourself to the employer. You should make use of the list of personal qualities you
made whilst preparing, and should re-emphasize the skills you have which make
you particularly suitable for the job. You can also highlight periods of
28
www.abahe.co.uk
Arab British Academy for Higher Education.

employment or other experience that are particularly relevant. It is important not

to write too much, however. Two, or at most three, short punchy paragraphs are
much more effective than two sides of rambling prose.

The conclusion: The conclusion should round the letter off, leaving the reader
with a positive image. It should sum up briefly the selling points made in the body
of the letter, mention any items (including the CV) you are enclosing, and express
willingness to provide any further information that the reader may want.

29
www.abahe.co.uk
Arab British Academy for Higher Education.

Example:
Ahmad Hussein Ahmad
Old Mazda, Tourist Club, Abu Dhabi
TEL: - 00971 2 6778988
29 August 1997

Ms. Rania Hamad

Editorial Manager
Otaiba Book Ltd

Dear Ms Rania,
Assistant Editor/Desk Editor

I wish to apply for the above post, advertised in Gulf News. .

Currently I am working in a new small publishing company, Notions, that

specializes in highly designed, high-quality non-fiction books. Since I started here
I have been the only full-time employee working on all editorial aspects of the
books. Answering directly to the Publishing Director and the Editorial Director, I
have a very wide range of responsibilities including: editing on screen in Quark
and Microsoft Word, liaising with the designers and freelance editors, checking
manuscripts at the film stage, managing the stationery budget, as well as signing
off books,.

I have been at Notions for over a year, and I have learnt a great deal, but there is
no longer the scope to use all my knowledge and experience. I am seeking a
position that offers responsibility for the full range of publishing and editorial
30
www.abahe.co.uk
Arab British Academy for Higher Education.

skills, as well as the opportunity to meet and work with a range of people. I like to
think that I bring enthusiasm and adaptability to my work.

I would welcome the opportunity to discuss this letter and my enclosed curriculum
vitae. The telephone number I have given is my home one and all calls are
answered.

I look forward to hearing from you.

Yours sincerely,
Ahmad Hussein

31
www.abahe.co.uk
Arab British Academy for Higher Education.

The Successful CV

A successful CV is the product of careful thought and planning. The employer is

looking for an applicant who has the right experience, skills, and personal qualities
for the job. The person appointed is likely to be the one who not only possesses all
these but also presents them in the most attractive way. The only way in which
you can achieve this is by thinking very carefully about yourself and what you
have done in the past and believe you could do in the future, given the right
opportunity.

Preparation

Begin by thinking about these three areas:

 experience
 skills
 personal qualities

There are various ways in which you can do this. What follows is only one
possibility. Whichever approach you choose, however, make sure that you make
detailed notes of your ideas – even if you think they may not be relevant. Also,
keep all your lists and sheets of notes ‘open’; go back to them from time to time
and make sure that you haven’t missed anything out. This preparation stage is
essentially one of brainstorming. Selection and ordering come later.

Experience: Many people find it easier to start with this, because it is the most
concrete. Begin by thinking of your life as divided into a number of stages. What
these are depends on you – the divisions between the stages may be marked by
changes of job, moves from one place to another, or by key events in your life –
marrying, having children, buying a house, and so on. Your notes on your
experience should certainly include:

32
www.abahe.co.uk
Arab British Academy for Higher Education.

 education
 any professional training
 periods of employment – include part-time jobs and those which didn’t last
very long, as well as ‘proper’ jobs
 other extended periods in which your life focused on a particular activity
(for example, periods of foreign travel)
 any voluntary work you have done

Skills: Your notes on your experience should provide you with useful prompts
when it comes to listing your skills. Look at each of the different stages of your
life and ask yourself:

 Which skills did I use here that I already had?

 Which skills did I improve on or consolidate?
 What new skills did I learn?

Make sure that you include not only skills related to your trade or profession, but
also personal skills, for example:

organizing events training staff

interviewing giving advice
chairing meetings making presentations
supervising trouble-shooting
meeting the public

Don't be too concerned at this stage about whether the skills you list are relevant.
That can come later. For now write them all down.

When you have finished, look back through the list and consider whether each
item is one separate skill, or, in fact, a bundle of skills that should be separated

33
www.abahe.co.uk
Arab British Academy for Higher Education.

out. For example, you may have written ‘communicating’, when it may be
preferable to list ‘simplifying technical subject matter and communicating it to
non-specialist workers’.

Personal qualities: This is the area that many people find most difficult; they are
unhappy talking about themselves and their qualities because they feel it is big-
headed or ‘pushy’. They may also find it quite difficult to step back and look at
themselves objectively. On the other hand, if you don’t tell a potential employer
about your personal qualities, who will?

It is sometimes difficult to begin such a list, so here are some qualities to start you
off. Write down any which you think apply to you, and then add others of your
own. For each one you choose, make sure that you can think of incidents in your
own life and work experience that bear them out.

accurate independent worker

adaptable lively
astute logical
can work under pressure loyal
careful methodical
committed meticulous
competent orderly
co-operative organized
courteous positive
decisive practical
dedicated receptive
energetic relaxed
extrovert reliable

34
www.abahe.co.uk
Arab British Academy for Higher Education.

flexible self-confident
friendly self-motivated
get on well with other people sensitive
good communicator thorough
good sense of humor thoughtful
good time-keeper vigilant
hardworking work well with others
imaginative

Constructing

You should by now have three sets of rough notes. (It doesn't matter how rough
they are, provided they are as detailed as possible.) The next stage is to decide
how you want to order your CV. This can be done in one of two ways:

 chronologically
 functionally

Chronological: A chronological CV presents your education and work experience

either in the order in which they happened, or in reverse order, with your most
recent experience first. Since recent experience is probably of most interest to an
employer, this latter method is now widely used. The advantages of a
chronological CV are that it emphasizes the companies or organizations you have
worked for (and the periods of time involved) and your continuity of employment.
The disadvantage is that if your career has had ups and downs, especially if it
includes periods of unemployment, these show up very clearly. The employer who
is looking for a steady and reliable employee will probably favour this approach.

35
www.abahe.co.uk
Arab British Academy for Higher Education.

Mary J. Morris
‘The Larches’
Spottonham Road
Larswick
Lincs
SP12 5MS
Tel: 01854 658194
Experience
1994-present
Education and Publications Officer, Boston Museum. Responsible for organizing
annual programme of school visits, lectures, and holiday courses. In charge of
liaison with primary and secondary schools. Preparing and publishing a range of
leaflets and ‘mini-guides’ to the Museum’s collection. Managing an annual budget
of £10,000.
1989-1994
Head of Humanities, Larswick Middle School. Responsible for department of four
teaching history, geography, religious education. Preparing and administering
departmental policy documents. Member of School’s Senior Management Team.
Pastoral care tutor to 35 pupils. Responsible for school magazine.
1985-1989
Teacher of History at St Wulfstan’s High School, Scunthorpe. Teaching pupils
across full ability and age range (11-18). Preparing classes for GCE ‘O’ level and
GCSE examinations, and GCE ‘A’ levels and university entrance.
House tutor.
Qualifications and training
Postgraduate Certificate in Education, University of Hull
BA Honours 2nd class, History and Economics, York University
‘A’ level English, History, French

36
www.abahe.co.uk
Arab British Academy for Higher Education.

O’ level English language, English literature, Maths, French, History, Geography,

Biology
Interests
Mountain walking
Foreign travel
Voluntary social work with local women’s refuge
Referees
Dr P. J. Cleary, Mrs S. P. Greenwick,
Director, 34 High Street,
Boston Museum, Brentham,
Boston, Surrey,
Lincs, GU23 9BV
BO1 2RF

37
www.abahe.co.uk
Arab British Academy for Higher Education.

Functional: A functional CV is organized by skills and qualities. If, for example,

your experience is in motor-parts, both as a representative and in head office, the
functions you could use as headings might be:

 presenting the product range

 customer care
 information technology

Under each one you can provide further details of specific experience. The
advantage of this approach is that you can focus on you strengths without having
to spell out relative inexperience or periods of unemployment. The disadvantage is
that it may not make clear important periods of employment with impressive
employers. The employer who is looking for applicants with particular skills and
capabilities will find the functional CV more helpful than the chronological.

Example:

Katherine Hardwick
22 Redden Road
Hartwell
North Yorkshire
YO7 4PQ
Tel/Fax: (01301) 653801
Profile
Enthusiastic, responsible graduate with a Post-graduate Printing and Publishing
Diploma and good organizational skills. Able to work independently using
initiative and as part of a team to tight deadlines. With editing, desktop publishing,
and keyboard skills. Training Has recently completed the Post-graduate Diploma
in Printing and Publishing at the London Institute.
38
www.abahe.co.uk
Arab British Academy for Higher Education.

Skills gained
Design
Desktop Publishing
Costing & Estimating
Letter Assembly
Graphic Reproduction
Screen Printing
Printing Processes
Data Processing & Information Systems
Publishing Administration
Print Finishing & Bookbinding
Technology of Printing Materials
Technology of Color Reproduction
Experience
Three months’ work experience with Quantum Publishing, a company
involved in writing, editing, and publishing business and information technology
texts.
Word processing, research, and general office administration.
Work with an Apple Mac using ClarisWorks and Quark press.
Work experience at Reed Professional Publishing and Cambridge University
Press.
Currently working with Quantum Publishing as a paid employee with
increased responsibility.
Education
Degree BA (Hons) with major in English (2.2), Nottingham Trent University
A level English literature
Art & Design
GCSEs Eight grade C or above, including English and Maths
39
www.abahe.co.uk
Arab British Academy for Higher Education.

Interests
Music: playing the saxophone.
Riding a mountain bike.
Cinema and theatre-going.
Referees
Dr J. M. Barker, B.Sc., Ph.D. Mrs J. W. Pawsey
The Publishing Institute 29 Lower Redhill Lane
Castle Street Downham
London SE1 6SB MN21 7ST

40
www.abahe.co.uk
Arab British Academy for Higher Education.

Suggested Commonly-Used CV

Ali Kassem El-Aina

E mail: [email protected]
Mobile:

Objective Pursuing a good career opportunity in the Administrative Field.

Experience Sep. ’04 – Present Kawarizmi International College Abu Dhabi, United Arab Emirates
Business Lecturer

Mar. ‘04 – Jul. ‘04 Medical Distribution & Manufacturing Beirut, Lebanon
Administration Manager
 Responsible for Personnel Affairs (Absentees, Training, Job description, Hiring etc.
 Develop & determine department’s policies and practices.
 Supervise & evaluate personnel work.
 Supervise & maintain filing system.
 Handle all reports from Department’s Managers.
 Supervise Inspection Procedures & Reports.
 Assist in solving interior work problem.
 Maintain records for necessary Technical Maintenance & repair.
 Update & introduce necessary forms for ISO purpose.
 Handle statistical work on excel.

Sept. ‘02 - Feb. ‘04 Business & Computer University Sidon, Lebanon
Dean Associate & Manager of Dean’s Office
 Handle all documents & files in Dean’s office.
 Assign schedules for instructors.
 Assign schedule tests for Management Students.
 Typing & preparing PowerPoint shows.
 Give sessions instead of the Dean, in case the Dean was absent or busy.
 Assign projects for Senior & junior students & arrange continuous meeting with them.
 Advise students & participate in solving their problems.

41
www.abahe.co.uk
Arab British Academy for Higher Education.

Aug. ‘01 – Aug. ‘02 Al Fajar Insurance Co. Sidon, Lebanon

Executive Administration Secretary
 Maintaining & monitoring all Clients insurance policies.
 Continuous contact with all customers.
 Looking after Customer’s claims. Feedback, queries, etc.
 Supervising Filing System inside the company.

Sept. ‘99– Aug. ‘01 Siblin Training Center Sidon, Lebanon

Managerial Committee
 Filing & Documenting.
 Entering Data into computer.
 Typing & organizing all needed designs by Students Affair Manager

Education  Business & Computer University – Hawaii University Center

 Master in Business Administration – Management Concentration
 Received award as Distinguish Lister

 Business & Computer University – Hawaii University Center

 Bachelor in Business Administration – Banking & Finance Concentration

 S.T.C. Siblin Training Center

 Diploma in Business Administration
 Received numerous awards as Distinguish Lister

 Professional in Microsoft Office (Word, PowerPoint, Excel, Access)

Capabilities  English Typing speed: 50 wpm / Arabic Typing speed: 40 wpm

Certificate  International Computer Driving License (ICDL)

 Public Relation and Communication Skills – Ecoman Institue

 Certificate in Purchase and Sales of Stocks in Abu Dhabi and Dubai Market

 Executive Certified Business Professional: - (CBP)

- Certified Business Professional in Business Communication , Customer Service

and

Business Etiquette, Leadership and Sales From IBTA

 Member in Toast Master Club – Public Speaking

Language Proficiency  Fluent both in English & Arabic

42
www.abahe.co.uk
Arab British Academy for Higher Education.

 Handicap free and excellent health status.

Personal Skills
 Ready to travel (Passport ready and military service exempted).

 Excellent communication skills to work as an effective team member

 Ability to work under pressure.

 Having a valid international driving license.

 Non-smoker.
Place of Birth : Beirut, Lebanon
Personal Details Sex : Male
Nationality : Palestinian
Languages spoken: Arabic and English

 Dr. Saher H. El-Annan, Professor, Head of Business Department; Hawaii

References University, +9613 804 809 – Lebanon
 Dr. Moh’d El Khatib, Director of Jadra Branch; Hawaii University; +961 3
579579 – Lebanon
 Mr. Ahmad El-Musleh, Principal of Siblin Training Center; +961 3 957666 –
Sidon, Lebanon
 Dr. Atef Awad, Research & Education Manager; Management United Group
(MUG), Damascus, Syria (Instructor in Hawaii University - Jadra)
 Mr. Moh’d El Mursi, GM & CEO of MDM Company, +961 3 815858 – Sidon,
Lebanon
 Mr. Basim Zaatari, Branch Manager of Fajar Insurance, +961 3 243331 – Sidon,
Lebanon

43
www.abahe.co.uk
 UNIT 7: RECRUITMENT

A. Recruitment

The process of finding people for particular jobs is recruitment or, especially in Am. English,
hiring. Someone who has been recruited is a recruit or, in Am. English, a hire. The company employs
or hires them; they join the company. A company may recruit employees directly or use outside
recruiters, recruitment agencies or employment agencies. Outside specialists called headhunters
may be called on to headhunt people for very important jobs, persuading them to leave the
organizations they already work for. This process is called headhunting.

B. Applying for a job

Fred is a van driver, but he was fed up with long trips. He looked in the situations vacant pages of
his local newspaper, where a local supermarket was advertising for van drivers for a new delivery
service. He applied for the job by completing an application form and sending it in.

Harry is a building engineer. He saw a job in the appointment pages of one of the
national papers. He made an application, sending in his CV (curriculum vitae – the “story” of
his working life) and a covering letter explaining why he wanted the job and why he was the right
person for it.

C. Selection procedures

Dagmar Schmidt is the head of recruitment at a German telecommunications company. She talks
about the selection process, the methods that the company uses to recruit people:

“We advertise in national newspapers. We look at the backgrounds of applicants: their

experience of different jobs and their educational qualifications. We don‟t ask for handwritten letters
of application as people usually apply by email; handwriting analysis belongs to the 19 th century.

We invite the most interesting candidates to a group discussion. Then we have individual
interviews with each candidate. We also ask the candidates to do written psychological tests to
assess their intelligence and personality.

After this we shortlist three or four candidates. We check their references by writing to their
referees: previous employers or teachers that candidates have named in their applications. If
the references are OK, we ask the candidates to come back for more interviews. Finally, we
offer the job to someone, and if they turn it down we have to think again. If they accept it, we hire
them. We only appoint someone if we find the right person”.

44
Replace the underlined phrases with correct forms of words and expressions from A, B and C:

Fred had already refused two job offers when he went for a discussion to see if he was
suitable for the job. They looked at his driving licence and contacted previous employers
Fred had mentioned in his application. A few days later, the supermarket asked him if he
would like the job and Fred said yes.

Harry didn‟t hear anything for six weeks, so he phoned the company. They told him
that they had received a lot of requests for the job. After looking at the life stories of the
people asking for the job and looking at what exams they had passed during their
education, the company had chosen six people to interview, done tests on their
personality and intelligence and they had then given someone the job.

45
 UNIT 10: JOB INTERVIEWS

Below you will see some common expressions that you might find useful. Put each expression into
the correct box according to the function of that expression:
19. I don‟t entirely agree with you

1. May I think about that for a moment? 20. Perhaps I should make that

2. In short, ... clearer by saying...

3. What I‟m trying to say is... 21. How can I best say this?

4. To sum up, ... 22. Could you repeat what you said?

5. What are your views on...? 23. I couldn‟t agree more

6. Would you mind repeating that? 24. Actually...

7. How can I put this? 25. To put it another way...

8. In other words... 26. That‟s just what I was thinking

9. Sorry to say but... 27. In brief, ...

10. Well, as a matter of fact... 28. Could I just say that ...

11. I‟m not so sure about that 29. Well, my own opinion is that...

12. Pardon? 30. That‟s my view exactly

13. I can‟t help thinking the same 31. To summarise, ...

14. What are your feelings about...? 32. What was that?

15. So in conclusion, ... 33. I must take issue with you on that

16. I see things rather differently 34. Let me get this right

myself 35. Sorry to interrupt, but...

17. True enough 36. I‟m afraid I didn‟t catch that

18. That‟s right 37. What‟s your opinion?

Agreeing with somebody Example: Yes, I agree.

Disagreeing with somebody Example: I‟m afraid I disagree.

Interrupting Example: Excuse me for

interrupting.

Asking for clarification or Example: I‟m sorry?

repetition

Asking somebody for their Example: What do you think

opinion about..?

46
Saying something in another Example: What I mean is
way

Giving yourself time to think Example: (in response to a

question)
Let me see.

Summing up Example: So basically.....

JOB INTERVIEWING. GETTING DOWN TO BASICS

A job interview is your chance to show an employer what he or she will get if you‟re hired. That is
why it is essential to be well prepared for the job interview. There exist five basic types of interviews:

The Screening Interview

This is usually an interview with someone in human resources. It may take place in person
or on the telephone. He or she will have a copy of your resume in hand and will try to verify the
information on it. The human resources representative will want to find out if you meet the minimum
qualifications for the job and, if you do, you will be passed on to the next step.

The Selection Interview

The selection interview is the step in the process which makes people the most anxious. The
employer knows you are qualified to do the job. While you may have the skills to perform the tasks
that are required by the job in question, the employer needs to know if you have the personality
necessary to “fit in.” Someone who can‟t interact well with management and co-workers may
disrupt the functioning of an entire department. This ultimately can affect the company‟s bottom
line.

The Group Interview

In the group interview, several job candidates are interviewed at once. The interviewer or
interviewers are trying to separate the leaders from the followers. The interviewer may also be trying
to find out if you are a “team player.” The type of personality the employer is looking for determines
the outcome of this interview. There is nothing more to do than act naturally.

The Panel Interview

The candidate is interviewed by several people at once. It can be quite intimidating as

questions are fired at you. You should try to remain calm and establish rapport with each
member of the panel. Make eye contact with each member of the panel as you answer his or her
question.

47
 The Stress Interview

It is not a very nice way to be introduced to the company that may end up being your future
employer. It is, however, a technique sometimes used to weed out those that cannot handle
adversity. The interviewer may try to artificially introduce stress into the interview by asking
questions so quickly that the candidate doesn‟t have time to answer each one. The interviewer
may also ask weird questions, not to determine what the job candidate answers, but how he or she
answers.

Preparing for the Interview

Before you begin to think about how you will dress for the interview, or answer questions,
you should gather as much information about the employer as you can. Not only will you
appear informed and intelligent, it will also help you make a decision if a job offer is eventually made.

You might also want to prepare for answering questions by listing some of your attributes.
Talk to former co-workers with whom you worked closely. Ask them to list some traits about
you that they most admired - work related, of course.

You want to seem somewhat spontaneous, but you also want to appear self-confident. The way to
do that is to rehearse, not exactly what you will say, but how you will say it. A great method is to
rehearse in front of a video camera. Study your posture, the way you make eye contact, and your body
language.

Dressing for the Interview

Appearance is very important and whether we like it or not, it is the first thing people notice
about us. You should match your dress to employees in the workplace in which you are
interviewing and probably take it up a notch. If dress is very casual, those being interviewed
should wear dress pants and dress shirts or skirts and blouses. Don‟t choose a Friday, since
many offices have “casual Fridays.”

Your hair should be neat and stylish. Your nails should be well manicured and clean. Men‟s nails
should be short. Women‟s nails should be of a reasonable length and polished in a neutral color.
Also for women, makeup shouldn‟t be heavy. Perfume or cologne should be avoided as some
people find certain scents offensive.

Establishing Rapport

Since the interviewer‟s job is to make sure that not only your skill, but your personality as well, is
a good match, you must establish rapport with the person or persons interviewing you. That

48
begins the instant you walk in the door. Let the interviewer set the tone. Nothing is as awkward as
offering your hand and having the gesture not returned by the other person. Therefore you should wait
for the interviewer to offer his or her hand first, but be ready to offer your hand immediately.

Body Language

They say that body language gives more away about us than speech. Eye contact is very
important but make sure it looks natural. A smiling, relaxed face is very inviting. Hands resting
casually in your lap rather than arms folded across your chest also is more inviting.

Answering Questions

When it comes down to it, isn‟t this the main point of the interview? Speak slowly and clearly.
Pause before you answer a question. Your answers will seem less rehearsed and it will give you a
chance to collect your thoughts.

Asking Questions

Usually toward the end of the interview, the person conducting it will ask you if you have any
questions. You should have some. You should ask about what a typical day would entail. You
could also ask what special projects you would be working on. As in every other aspect of the job
search, you are trying to show the employer how you can fill their needs.

Illegal Questions

We have all heard horror stories of interviewers asking job candidates inappropriate questions,
such as those about marital status, age, and family status. These questions should not be asked,
but it is up to you whether to answer them.

Money Questions

Money is a very sensitive topic. The candidate shouldn‟t bring it up. However, the
interviewer may bring it up first. He or she may ask what salary you hope to earn. You must prepare
for this question before the interview. Find out what others in the same position are earning.
Always give a range, not an exact number. This will help keep you from pricing yourself out of a job.
You don‟t want the employer to think they can‟t afford you, but you also don‟t want them to think you
are a cheap commodity.

After the Interview

This is something that is too often neglected. It‟s the thank you note or follow-up letter. It is
your chance to reiterate something you mentioned on the interview or bring up something you
forgot to mention. It is also a nice gesture and a simple matter of politeness.

49
Match the common interview question on the left with the suitable response from the list on the right:

1. Why did you choose this company? A. People say I‟m sociable, organized, and
2. What are your strengths/weaknesses? decisive.
B. My aim is to have a position in the
3. How would your friends describe you?
Management Team.
4. What is your greatest achievement? C. I have excellent time management, but I
5. How well do you work in a team? can be impatient for results.
D. Because I think I will find the work
6. Where will you be in 5 years?
environment both challenging and
rewarding.
E. I always support my colleagues and believe
we should work towards a common goal.

The words in the column on the right are phrases that use the word career. For each definition on the
left, match it to the correct phrase on the right:

1. Chances of future success in your career A. career move

2. The direction you hope your career will take
B. career break
3. A change you make in order to progress.
C. career prospects
4. Time when you are not employed, perhaps
when travelling or looking after children. D. career ladder
5. A series of promotions towards more senior
E. career plan
positions.

Attending interviews:

Good interviewers prepare their questions carefully in advance according to the candidate‟s
application and CV. So candidates need to prepare just as carefully. Here are some useful tips on
answering interview questions.

1. What don’t you like about your current position?

No job is perfect; there‟s always something we don‟t like. Be honest but don‟t give a list of
complaints. The important thing is to talk positively about how you deal with problems at work.

2. Where does your employer think you are today?

Be honest. If you lie to your current employer, you‟ll lie to your next employer. Don‟t phone in
sick on the day of the interview. Take a day‟s holiday but don‟t say why.

3. What are your professional objectives?

50
Think about these before the interview. Your objectives should be relevant to the job you have
applied for and achievable. If the new job can‟t offer you everything you want, the interviewer
will think that you probably won‟t stay with the company very long.

4. What are your weaknesses?

Be honest; no-one is perfect. Think about this before the interview and choose your answer
carefully. Talk about how you deal with a weakness; this is far more important than the weakness
itself.

MORE TIPS:

1. Interviewers ask every candidate the same questions.

2. You shouldn‟t mention problems with your current job.

3. You should arrange to have a day off for the interview.

4. You should give your personal objectives.

5. Your objectives should suit the position you apply for.

6. You should practise your answers at home.

7. You shouldn‟t discuss things you aren‟t good at.

Work in groups. Take turns to carry out the interview:

Student A:

You are applying for the position of a manager at a famous manufacturing company. You have
exactly five minutes to find out if it is the right job for you. Prepare questions on the five features of
character which you consider the most important.

Student B:

You are the chair of the manufacturing company. You have exactly five minutes to find out whether
the candidate you are interviewing is the right person for the job. Prepare questions on the
candidate‟s experience, character and qualifications.

51
 UNIT 11: GIVING A SUCCESSFUL PRESENTATION

Most presentations are divided into 3 main parts (+ questions):

1 INTRODUCTION

2 BODY

3 CONCLUSION

4 Questions

As a general rule in communication, repetition is valuable. In presentations, there is a golden

rule about repetition:

1. Say what you are going to say,

2. say it,

3. then say what you have just said.

In other words, use the three parts of your presentation to reinforce your message. In the introduction,
you tell your audience what your message is going to be. In the body, you tell your audience your
real message. In the conclusion, you summarize what your message was.

Introduction

The introduction is a very important - perhaps the most important - part of your presentation.
This is the first impression that your audience has of you. You should concentrate on getting
your introduction right. You should use the introduction to:

1. welcome your audience

2. introduce your subject

3. outline the structure of your presentation

4. give instructions about questions

The following table shows examples of language for each of these functions. You may need to
modify the language as appropriate.

Function Possible language

1. Welcoming your audience

2. Introducing your subject

ntroduce our new range
of...

52
3. Outlining your structure
mention some of the problems we‟ve encountered and how we
overcame them. After that I‟ll consider the possibilities for further
growth next year. Finally, I‟ll summarize my presentation (before
concluding with some recommendations).
4. Giving instructions about
questions uestions after the presentation.

Body

The body is the „real‟ presentation. If the introduction was well prepared and delivered, you will now
be „in control‟. You will be relaxed and confident.

The body should be well structured, divided up logically, with plenty of carefully spaced visuals.

Remember these key points while delivering the body of your presentation:

o not hurry

e enthusiastic

ive time on visuals

aintain eye contact

odulate your voice

ook friendly

eep to your structure

se your notes

throughout

emain polite when dealing with difficult questions

Conclusion

Use the conclusion to:

1. Sum up

2. (Give recommendations if appropriate)

3. Thank your audience

4. Invite questions

53
The following table shows examples of language for each of these functions. You may need to
modify the language as appropriate.

Function Possible language

1. Summing up

considered.

2. Giving recommendations are...

3. Thanking your audience

4. Inviting questions ppy to answer any questions.

them.

Questions

Questions are a good opportunity for you to interact with your audience. It may be helpful for you
to try to predict what questions will be asked so that you can prepare your response in
advance. You may wish to accept questions at any time during your presentation, or to keep a
time for questions after your presentation. Normally, it‟s your decision, and you should make it
clear during the introduction. Be polite with all questioners, even if they ask difficult questions. They
are showing interest in what you have to say and they deserve attention.

Sources: .

Bennie, Michael; A Guide to Good Business Communication: How to write and speak English Well in Every Business
Situation. 5th ed.; How To Books Ltd, Oxford: 2009.

E.B. Nikolaenko , Business English Textbook, Tomsk Polytechnic University Publishing House: 2008.

54