UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

SCL WORKSHEET WEEK 2

This is an individual activity for you to carry out. The activities should be completed and
submitted on PutraBlast.

Business letter
A. Identify and label the different components of the sample letter below using the features
given in the table below.

Body / Content Introductory/ Opening Closing Paragraph Enclosure

Paragraph

Company Letter Head Recipient’s name, Reference Writer’s signature, name,

(Writer’s address) designation, department’s and designation
name, company’s name,
and address
Salutation Complimentary Close Subject Heading Date

1
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

True Blue Sdn. Bhd. e.g. Company Letter

No 100-150, Jalan Berjaya Head (Writer’s address
45000 WP Kuala Lumpur
(xx-320198)

Ms. Sarah Ali 14 February 2018

Manager Ref: R17-017
Customer Service Department
Be Secure Solutions
990 Jalan Ampang
56100 Kuala Lumpur

Dear Ms. Sarah

REPLACEMENT OF FAULTY KNOB LOCKS

I would like to thank you for your letter dated 27 January 2018. I am writing to inform you of the progress we are
making towards resolving your concerns.

I understand from your letter that you have already been in contact with our customer service department by
telephone, and you felt that your complaint has not been dealt with promptly. I am happy to write that we are happy
to replace the faulty locks, and our personnel will be getting in touch with you to carry out the replacement soon.

Please be assured that we value all our customers and take their concerns very seriously. We look forward to a happy
resolution to this matter.

Thank you.

Yours sincerely

Melinda Lee
Regional Manager Sales and Service

Cc: Nadrah Shafika, Head, Customer service

Adapted from: https://www.wuerth.com/web/en/wuerthcom/portal/portalseite.php
Business email
B. The email below contains errors in its structure. Identify, label, and correct the errors.
Use the list of email elements in the Class Material 1 to guide you.

2
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

i. e.g. Missing subject line

ii.
iii.
iv.
v.
vi.

Planning and organising a business letter and email

C. Below are mixed parts of both an informal and a formal email. Identify the different
elements of the emails based on the statements in the table.

A Attached you’ll find the new price list for our complete product range. We’ve discussed
this with our other distributors, and they have agreed that the increase can be passed
on their customers without any problems.

B See you then! Enjoy yourself at the opening tonight.

C Hi Leela. How’s it going?
D I’m writing to inform you of our price increase for the next quarter.
E We’re meeting at ‘Maulana’ in Seri Serdang at about 5:30 pm. Steven is bringing the
American visitors with him directly after the factory tour. We’ll hold a meeting first, then
have dinner. Is that ok?

F A quick note to tell you about next week’s meeting.

3
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

G Regards, Helen.
H Bye, Irwan.
I Dear Sam,
J Hope you have a successful third quarter, and we look forward to future business
contacts with you.

Email elements Formal Informal

Salutation e.g. I
Opening sentence
Body
Closing
Complimentary close

D. Categorise the following details of a letter according to the steps of planning business
writing. Use the features below to guide you. Fill in the table below with your answers.

i. Recipient
ii. Reason
iii. Response
iv. Specific details
v. Organisation

1. Karen Jacobson - Acquaintance (met twice before, e.g. Recipient

briefly)

2. Return address of our institution

3. To invite a board member to remain on the board

for a second term.

4. If she decides to stay on she will need to be

available for the national meeting on 5 November.

5. Other members suggested that she has enjoyed

this position and has been thinking about staying
on.

6. She can contact me by email or phone.

7. Address: 44 Windermere Drive, Waterloo, Ontario

L1B 2C5

8. No other volunteers have come forward to take over

at the end of September.

4
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

9. Board members who stay for two terms are

sometimes asked to take on extra duties such as
taking minutes or hosting social events.

10. Title: President, The Flying Club

11. She will need to respond by 1 September.

12. Express thanks to Karen for volunteering her time

this year.

FEATURES DETAILS

e.g. Karen Jacobson - Acquaintance (met twice before, briefly)

RECIPIENT

REASON

RESPONSE

SPECIFIC
DETAILS

ORGANISATIO
N

Identifying business writing etiquettes

E. Compare the following email messages. Decide which one gives a better impression and
potentially creates a better relationship.

5
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

Sample Email 1

Subject: Re: Problem solved

Hey Jackie – We spoke this morning and note your problem is solved. Should you require
any further assistance kindly revert.

Thanks & regards

Linda Omar

6
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

Sample Email 2

7
 UPM-CALC/ SEM1/2021-22/CEL2107/SCL WORKSHEET/WEEK 2

Name: …………………………………………………. Group: ………...

1. Which of the two sample emails creates a better impression and rapport? Why?

_________________________________________________________________
_________________________________________________________________
_________________________________________________________________

2. What are the changes made that indicate the shift from a more informal or less
compassionate email to an appropriately written email?

i. _________________________
ii. _________________________
iii. _________________________
iv. _________________________
v. _________________________