BCM Complete Module

Republic of the Philippines
BULACAN STATE UNIVERSITY
Welcom
Learning Module in Business
Communication (SMP 102)
Student’s Name: _______________________________

Year/Section: _______________________________
School Year/Semester: ____________________________
Prepared by:
Araceli M. Reclusado, LPT,MAEd (Bustos Campus)
Email: araceli.reclusado@bulsu.edu.ph
Cellphone: 0947-2690422
Lorelei D. Consuelo
Sarmiento Campus
1
Table of Contents
Module Title…………………………………………………………………………….. 1
Table of Contents……………………………………………………………………….. 2
Course Syllabi/Description……………………………………………………………… 3
Introduction……………………………………………………………………………… 13
Guidelines in Using this Module............................................................................ 13
UNIT 1. Overview of Business Communication, Definition of the………………….. 14

Different Elements and How They Relate One Another
Lesson 1: Communication as a Dynamic and Complex Process
Lesson 2: Elements of Communication
UNIT 2. The Principle of Writing and the Writing Process…………………………… 21

Lesson 1: Basic Principle of Writing and The Writing Process
Lesson 2: What to Look for When You Revise and
Mechanics of Writing and Subject-Verb Agreement
Lesson 3: Rewriting, Revising, Editing, and Proofreading Exercises
UNIT 3. Formatting the Physical Form of the Business Letter………………………. 38

Lesson 1: Presentation of the Letter Proper
Lesson 2: Parts of a Business Letter
and Types of Letter Style/ Layout
UNIT 4. Writing Business Letters………………………………………………………... 49

Lesson 1: Writing Sales and Promotional Letters
Steps in Writing Sales and Promotional Letters
Types of Sales and Promotional Letters
Lesson 2: Writing Credit and Collection Letters

Twin Purpose of Credit and Collection Letters and
How They Are Achieved
Lesson 3: Writing Claim and Adjustment Letters
UNIT 5. Written Communication: Making Reports……………………………………. 71

Lesson 1: Different Types of Reports
Steps in Preparation of Report
Presentation of Report
Lesson 2: Feasibility Reports: Formatting structure

Lesson 3: Memorandum / E-mail / Minutes of the Meeting
2
UNIT 6. Written Communication: Personal Business Letter……………………….87
Lesson 1: The Resume / Curriculum Vitae and its Functions
Major Sections of a Cover letter to Resume / CV
Lesson 2: Job Interview
UNIT 7. Effective Telephone Communication……………………………………… 98

Lesson 1: Functions of Telephone Communication
Effective Writing for Telephone Messages
Lesson 2: Listening Practices
Telephone Courtesies
Suggested Readings & Websites…………………….…………………….……….. 107

Glossary………………………………………………….…………………………….. 107
References………………………………………………………………………………108
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Republic of the Philippines
Bulacan State University
City of Malolos, Bulacan
Office of the Dean of Instruction
COURSE SYLLABUS
(Business Communication)
1ST Semester, AY 2020-2021
COLLEGE: BulSU Bustos Campus

DEPARTMENT: College of Business Administration (CBA)
COURSE CODE: SMP102
COURSE TITLE: Business Communication
CREDIT UNITS: 3
PRE-REQUISITE:
FACULTY: Araceli M. Reclusado, LPT, MAEd
CONSULTATION HOURS: 3 hours/week
COURSE DESCRIPTION:
This course (SMP102 BUSINESS COMMUNICATION) is designed to develop

the students’ communication skills in written and oral forms, for effective
communication in the business world. The course will improve students’ skills to
organize and express their ideas in writing and speaking, with emphasis on making
clear, effective correspondence and reports. The students will be trained in writing
different business letters and reports, memoranda, e-mails, incorporating tables, and
charts for business reporting and interpretation of data presented. They will also be
required to do oral presentations, telecommunications, and a job interview.
University Vision
Bulacan State University is a progressive knowledge-generating institution,
globally-recognized for excellent instruction, pioneering research, and responsive
community engagements.
University Mission
Bulacan State University exists to produce highly competent, ethical and
service-oriented professionals that contribute to the sustainable socio-economic
growth and development of the nation
Core Values: SOAR BulSU!
Service to God and Community

Order and Peace
Assurance of Quality and Accountability
Respect and Responsibility
The BulSU Ideal Graduates Attributes (BIG A) reflect the graduate’s capacity as:
a. highly and globally competent;
4
b. ethical and service-oriented citizen;
c. analytical and critical thinker; and
d. reflective life-long learner.
Program Educational Objectives (PEO)
Program Educational Objectives (PEO) University Mission
AIG-a AIG-b AIG-c AIG-d
The students are able to speak and write

Highly
grammatically correct sentences, paragraphs,
compe
reports, proposals, memoranda and other forms
tent
of correspondences.
Show high ethical values, decency, and Ethical

professionalism, without resorting to cutthroat profess
completion, or by demeaning competitors. ional
Apply different tools and methodologies in the Servic

engagement and development of articles, e-
letters, memo and other forms of business oriente
correspondence. d
The students are able to speak before a group Servic

confidently and persuasively, as well as e-
attending to a telephone conversation and oriente
teleconferencing d
Contrib
ute to
country
’s
Develop students’ ability to speak and write
sustain
effectively in ways that would contribute to the
able
country’s national development.
growth
and
develo
pment
Program Outcomes (PO)

On completion of the course, the student is expected to be able to do the following:
Program Educational Objectives

PROGRAM OUTCOMES
PEO1 PEO2 PEO3
(PO can be found at your
respective course/program CMO
5
or PSG)
Course Outcomes and Relationship to Program Outcomes

Course Outcomes Program Outcomes
After completing this course the student must be able to: a b C
LO1. The students are able to speak and write Highl

grammatically correct sentences, paragraphs, reports, y
proposals, memoranda and other forms of correspondences. comp
etent
LO2. Apply different tools and methodologies in the Highl

engagement and development of writing skills, making y
letters, reports, memos, and other forms of business comp
correspondence. etent
LO3. Show high ethical values, decency, and Ethica

professionalism, without resorting to cutthroat completion, or l
by demeaning competitors. profes
sional
LO4. The students are able to speak before a group Servic

confidently and persuasively, as well as attending to a e-
telephone conversation and teleconferencing. orient
ed
LO5. Develop students’ ability to speak and write effectively Contri

in ways that would contribute to the country’s national bute
development. to
count
ry’s
sustai
nable
growt
h and
devel
opme
nt
Note: (I) Introductory Course to an Outcome (E) Enabling Course to an Outcome (D)
Demonstrative Course to an Outcome
LEARNING EPISODES:
6
Learning
Outcom TOPIC Week Learning Activities
es
 Lectures
UNIT 1. Overview of Business  Interactive
Communication, Definition of the Discussion
Different Elements and How They
 PowerPoint
Relate One Another
LO1 1-2 Presentation
Lesson 1: Communication as a
Dynamic and Complex Process  Activities
Lesson 2: Elements of  Quiz

Communication
UNIT 2. The Principle of Writing and

the Writing Process
 Lectures
Lesson 1: Basic Principle of Writing
 Interactive
The Writing Process Discussion
 PowerPoint
LO2 Lesson 2: What to Look for When 3-4
You Revise and Presentation
 Writing exercises
Mechanics of Writing and
Subject-Verb Agreement  Activities
Lesson 3: Rewriting, Revising,  Quiz

Editing, and Proofreading
Exercises’
 Lectures
 Interactive
UNIT 3. Formatting the Physical Form
of the Business Letter Discussion
 PowerPoint
LO2, Lesson 1: Presentation of the Letter 5-6 Presentation
LO3 Proper
 Writing exercises
 Activities
and Types of Letter Style/ Layout
Quiz
LO2, UNIT 4. Writing Business Letters 7-9  Lectures

LO3  Interactive
Lesson 1: Writing Sales and
Promotional Letters Discussion
 PowerPoint
Steps in Writing Sales and Presentation
Promotional Letters  Writing exercises
Types of Sales and
Promotional Letters  Activities
7
Lesson 2: Writing Credit And
Collection Letters
Twin Purpose of Credit
and Collection Letters and Quiz
How They Are Achieved
Lesson 3: Writing Claim and

Adjustment Letters
UNIT 5. Written Communication:
Making Reports  Lectures
Lesson 1: Different Types of Reports  Interactive
Discussion
Steps in Preparation of  PowerPoint
LO3, Report and Presentation
Presentation of Report 10-12
LO4  Writing exercises
Lesson 2: Feasibility Reports:
Formatting structure  Research
Activities/Reports
Lesson 3: Memorandum / E-mail /
Minutes of the Meeting  Quiz
 Lectures
UNIT 6. Written Communication:  Interactive
Personal Business Letter Discussion
 Video
Lesson 1: The Resume / Curriculum
LO4, Presentation
Vitae and its Functions 13-14
LO5  Writing exercises
Major Sections of a Cover
letter to Resume / CV  Research
Lesson 2: Job Interview Activities/Reports
Quiz
 Lectures
UNIT 7. Effective Telephone  Interactive
Communication
Discussion
Lesson 1: Functions of Telephone  Video
LO4, Communication Presentation
15-17
LO5 Effective Writing for Telephone  Writing exercises
Messages
 Research
Lesson 2: Listening Practices Activities/Reports
Telephone Courtesies Quiz
8
FINAL COURSE OUTPUT:
As evidence of attaining the above learning outcomes (LO), the students are
required to construct business letters and memos, conduct of a meeting,
presentation of feasibility report, prepare a resume, telephone conversation, and job
interview.
RUBRIC FOR ASSESSMENT:

1-1.5 1.75-2.0 2.25-2.75 3 Point
(91-100%) (85-90%) (79-84%) (75%) s
At least
50% of Less than
90% of
All items items 50% of all
items
attempted attempted items
attempted
Assignment attempted
Completene Answer is Content
Content
ss/ Content appropriat relate Content
may have
e to the peripheral unrelated
one or
question. ly to the to
two error
question/ question
s
All items
are correct
Between
90% of
50% and
items are
90% of
Clear correct Less than
items are
sense of 50% of all
correct
order. May lack items are
of correct
Accuracy/ Argument is
Supportin something Unclear
Organization minimally
g but points content
perceivable
points are and
and points
are presented readers is
are
presente in logical confused
presented in
d in a progressi
random
logical on
order
progressi
on
Demonstrate Shows Shows Respons Response
d complete substanti e shows shows a
Knowledge/ understa al some complete
Developmen nding of understan understan lack of
t the ding of ding of understan
questions the the ding for
, ideas problem, problem the
and ideas and problem
processe processe Sparse
s s details or Statement
Develops evidence s are
each Each s and unsupport
point with point is questions ed by any
specific supported are detail or
9
details
and
with some
answer
details partially explanatio
each
and answered n
problems
evidence
completel
y
Goes
beyond
the
requirem
ents of Meets the
the requirem Does not
problem ents of meet the
the requirem
Limited
Use problem ent of the
vocabular
technical problem
y
Requirement language Accurate
s/ Use of or word Ordinary
With
Language terminolo choice word
errors in
gy and no choice
communic
appropria two major with
ation
tely and errors some
correctly and a few serious
minor errors.
No major errors
grammati
cal or
spelling
errors
Marginall
Legible Writing is
y legible
handwriti not Writing is
Legibility handwriti
ng or legible in not legible
ng or
printing places
printing
TOTAL 100
OTHER REQUIREMENTS AND ASSESSMENTS:

Aside from the final output, the student will be assessed at other times during
the term by the following:
 Participation
 Writing Activities/Exercises, Research works, Presentations
 Quizzes
 Periodic Comprehensive Examination (Midterm and Final Term)
GRADING SYSTEM:
Term Examinations 30%
Quizzes/Activities 30%
Project 20%
Participation/Presentation 20%
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TOTAL 100%
Final Grade = Midterm Grade + Tentative Final Grade Period
2
Range Grade
97-100 1.00
94 – 96 1.25
91 – 93 1.50
88 – 90 1.75
85 – 87 2.00
82 – 84 2.25
79 – 81 2.50
76 – 78 2.75
75 3.00
74 and below 5.00
References:
Textbooks:
Abulencia, E.H., 2014, Fundamentals of Business Communication
Business Communication, Teachers Guide
Catbagan-Aplaten, Effective Business Communication for Beginners
Dones, Marichelle G., 2011, Research, Technical and Business Communication,
Mindshapers Co., Inc.
Henderson & Voiles Seventh Edition, Business English Essentials
The Development Academy of the Philippines, Industry Development Series 1,
Sinag-Tala Publishers, Inc.
Online Resources:
https://www.youtube.com/watch?v=nhFbNno9JqI&feature=share
https://www.google.com.ph/search?
q=feasibility+report&oq=feasibility+report&aqs=chrome..69i57j0l5.8904j0j8&sou
rceid=chrome&ie=UTF-8
11
https://www.google.com/search?
q=types+of+job+interview&sa=X&ved=2ahUKEwjOvsr20r3jAhWTFYgKHeyWD-
kQ1QIoAnoECAwQAw&biw=1366&bih=625
https://www.investopedia.com ›
https://www.careereducation.columbia.edu/resources/things-do-during-and-after-
your-interview
www.youtube.com/watch?v=TKNU2fRt1Gg&feature=share
Required Readings
Business communication - Wikipedia

https://en.wikipedia.org › wiki › Business_communication
https://www.nextiva.com › blog › what-is-business-communication
How to Write a Business Letter - YouTube

https://www.youtube.com › watch
Newman, Amy, 2019, Business Communication: In Person, In Print, Online, 9th

Edition
Class Policies:
Final Requirement
Schedule of Submission of each Unit: Activities/Quizzes/Assignment
1. Refer to the date of submission after each chapter. If you have internet, send it to
my gmail address written on the cover page.
2. If no internet, put your requirements per chapter in a long envelope, on the upper
right corner write your name (Surname, Name, Middle Initial) and Section. Below
your name, write the subject and teacher’s name. Drop it at the BulSU Bustos gate.
Should you have any questions, don’t hesitate to send me a message. 
3. Check the date & time as to when we will meet face-to-face for further
instructions.
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INTRODUCTION
This Learning Module in Business Communication SMP 102 will lead you to
the application of business communication principles through creation of effective
business documents, presentations, and team communication with the use of
technology to facilitate communication process.
This module is very important and relevant to Business Administration
students to apply business communication strategies and principles to prepare
effective communication for domestic and international business situations.
This module is a self-directed design, so as you browse through the pages,
you will be able to compose and revise accurate business documents using
computer technology. Hence, you’ll be able to communicate via electronic mail,
Internet, and other technologies, and deliver an effective oral business presentation.
Guidelines in Using this Module
This Module has seven (7) Units. Each Unit has the following:
Learning Outcomes
What Do You Already Know? (Review: Pre-Test)
What Do You Need to Know? (Lesson Proper)

Activity
Analysis
Abstraction
Reflection/Learning Insights
How Much Have You Learned? (Post-Test)
How Do You Extend Your Learning? (Assignment)
Final Requirements
SUGGESTED READINGS AND WEBSITES

GLOSSARY
ANSWER KEY
REFERENCES
13
Begin by reading and understanding the Chapters, Topics, and
What to do now?
the Objectives/Competencies that learners should be developed.
These will tell you what you should know and be able to do until
the end of the 1st Semester.
 Find out what you already know by answering the Pre-Test.
 Understand what do you need to know – the lesson proper.
 Do the required learning activities.
 You must be able to demonstrate what you have learned through your
reflections/insights.
 Answer the evaluation “How much have you learned?”
 Extend your learning through Assignment.
 Lastly, refer to the final requirement/schedule of submission of activities.
UNIT 1. Overview of Business Communication, Definition of the

Different Elements and How they relate to one another
Lesson 1: Communication as a Dynamic and Complex

Lessons: Process and Business Communication Defined
Lesson 2. Elements of Communication
Duration 6 Hours / 2 Weeks
Learning Outcomes:
1. Understand communication as a dynamic and complex process that involve

requisite skills, definition of the different elements and how they relate to one
another.
2. Define business communication, identify the elements and illustrate the

communication process.
Lesson 1: Communication as a Dynamic and Complex Process and Business

Communication Defined
Duration: 3 Hours / Week 1
What Do You Already Know?

Pre-Test (10 pts.)
Directions: Give short definition of the following:
1. communication and communication skills
2. dynamic process –
3. complex process –
14
4. business communication –
5. elements of communication –

Activity: (10 pts.)
Start your day when you wake up in the morning. Write a paragraph on how do you
communicate in order to be understood by your family, classmates, teachers, and
others?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Analysis
Communication as a Dynamic and Complex Process
Communication is a multi- dimensional process. As a basic social process,
communication is essential to the growth and development of the individual, to the
formation and continued existence of groups or organizations, and to the
interrelations among groups or organizations.
Communication, according to Modaff et al. (2008), is central to the existence
of the organization; it creates and recreates the structure the organization, which
eventually affects nature and flow of communication within it. Business organizations
in particular, bring individuals together to work for common cause, form into groups
or departments, and provide formal communication links among the different groups.
As a dynamic and highly complex process, communication includes the sending and
receiving of messages at a conscious or unconscious level. The message may be
transmitted or conveyed verbally or non- verbally or through visual or audio- visual
aids/ effects.
Further, communication, whether it is oral, non- verbal, or written as
emphasized by Locker and Keinzler (2010), goes to both internal and external
audiences. Internal audiences, on the other hand, are people outside the
organization: customers, suppliers, distributors, unions, stockholders, potential
employees, trade associations, special interest groups, governmental agencies, the
press, and the general public.
15
In sum, communication is creating message meaning within a person and
exchanging meaning between and among people. The process of communication is
a moving and evolving set of experiences that influence our present and future
interactions (Angell 2007). Communication is made even more meaningful and
purposive because it is a shared experience directed towards a common end: to
communicate in order to be understood, which is the basic purpose of
communication.
Communication as a skill is characterized by the four macro skills required for
an effective communication. These are listening, speaking, reading, and writing.
Listening can be considered as the most basic skill that a person needs in
order to survive his or her environment. Listening is very important in an
organizational setting. Listening, unlike hearing, which is a physical act, entails
cognitive process and deeper comprehension of a context and situation.
Speaking is another skill that is highly sought in human resource in an
organization. Companies recruit people who can express ideas well and articulate in
dealing with customers and clients.
Biographies of great men and women in business, culture, politics, and
education among others reveal that they are voracious readers. Reading is a
communication skill that entails interest, discipline, and ever-increasing ability and
capacity for learning.
Writing, on the other hand is the highest form of communication skill in
whatever forum, medium, and environmental setting. If reading is getting meaning
from symbols, writing requires ability to put into words and symbols ideas and
concepts. A well written proposal would be certainly be easier to read and appreciate
as compared with a haphazard write-up of certain products or services.
Professionals in business and other disciplines consider writing as an indispensable
skill even as they climb the corporate ladder. The higher and more responsible is the
position, the more complex and voluminous writing is required. Hence, writing
proficiency is much sought after. Even in so in the highest echelon of the
organization.
Business Communication Defined

Communication in business, according to Sharma (1991), is a process of
linking superiors and subordinates in various departments of an organization to one
another and to management. Sharma further emphasized that it is a dynamic
interactive process of relating people to another people relying on feedback.
Angell likewise confirmed that in the world of work as in life, the way we have
learned to think is central to the way we communicate with others and ourselves.
How completely we are able to communicate will, to a large extent, determine our
success in business.
Business communication is very purposive and goal oriented. As business
organizations are meant to foster good will in the process of selling and purchasing
goods and services for increased productivity and profit, communication skills and
processes must be pursuant of these objectives. Business communication, in
principle, must always put into good light the needs and requirements of its clients
16
and customers and the ability and capacity of the enterprise to respond to these
needs and challenges.
Further, business communication, according to Janis et al. (1970) as cited by
Abulencia (2001), is a private written communication, which is designed t6o
accomplish a specific purpose. As a rule, letters are individually dictated, typewritten
or encoded, and signed. Finally, they collectively emphasized that even form letters
or those duplicated in large numbers are private in the sense that they are enclosed
in envelopes addressed to individuals.
How Much Have You Learned?
Post-Test (10 pts.)
1. Why does communication referred to as a dynamic and complex process?
2. Business communication is very purposive and goal oriented. Explain.
Lesson 2. Elements of Communication

The principal elements of the communication process are the following:
1. Sender - is the originator or the source of the message/ information. He
encodes the message to an intended listener/ reader (receiver).
2. Receiver – refers to the intended recipient of the message communicated or

sent by the sender. He decodes or interprets the message received.
3. Message – is a transmissible combination of information. It serves as a link,

which connects both the sender and receiver toward meaningful
understanding.
17
4. Channel – is the medium used by the receiver to transmit the idea after being
encoded into a message. The channel is the medium employed to convey a
message. It is the avenue or means by which a message is transmitted or
conveyed.
5. Noise – refers to all kinds of disturbances or distractions that present a gap in

the communication process during the transmission of the message from
sender to receiver.
The result of noise is generally a loss or distortion of meaning of the message,
which can affect the reception. There are two general types of noise, namely:
a. Channel Noise – includes any disturbances, which interferes with the
physical transmission of a message.
b. Semantic Noise – refers to disturbance, which interferes with the

receiver’s interpretation of the meaning of the message sent (semantics is
the study of changes in the meaning of words).
The following give rise to semantic noise, which results in misinterpretation of
messages:
 Words and subjects that are too difficult for the receiver to understand;
 Differences in selected denotative meaning of words between the message
sender and receiver (denotative meaning points to objects);
 Differences in connotative meaning of words between message sender
receiver (connotative meaning is the associations implied by a word in
addition to its literal meaning);
 Sentence patterns which are confusing to the receiver;
 Poor organization of the message, which confuses the receiver; and
 Cultural differences between sender and receiver (e.g., gestures or body
language, movement of the eyes, and physical space between
communication are interpreted differently in different cultures).
6. Feedback – is the reaction or response of the receiver, which is

communicated to the sender. It could be in a form different from the form in
which the original message was transmitted.
7. Situation – refers to the communication setting or the time and place as to

when and where such communication took place.
Abstraction: (10 pts.)

Based on illustrations shown, discuss how the cycle of communications takes place.
18
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
By way of illustration, the communication process will look like this.
Noise
Sender’s Sender’s Sender’s Sender’s
Idea
Channel Message Idea Message
Receiver’s Receiver’s Receiver’s Receiver’s

Idea of Message Idea of Message
Message Message
Channel
Noise
19
Reflection/Learning Insights (10 pts.)
What are the importance of communication in our daily living? In the business world?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

Post-Test: Quiz No. 1
Directions: Answer the following questions briefly.
1. Why is communication important in a business world? (5 pts.)
20
2. Discuss the causes of misinterpretation of messages. (5 pts.)
3. Illustrate how the communication process works. (5 pts.)
4. Discuss the difference between channel noise and semantic noise. (5 pts.)
Final Requirement
Schedule of Submission of Unit 1 Activities/Quizzes/Assignment
1. Submission on October ____, 2020. If you have internet, send it to my gmail

address written on the cover page.
2. If no internet, put this chapter in a long envelope, on the upper right corner write
your name (Surname, Name, Middle Initial) and Section. Below your name, write the
subject and teacher’s name. Drop it at the BulSU Bustos gate. Should you have any
questions, don’t hesitate to send me a message. 
3. We will meet face-to-face for further instructions on

___________________________.
UNIT 2 The Principles of Writing and the Writing Process
Lessons: Lesson 1: Basic Principle of Writing and the
The Writing Process
Lesson 2: What to Look for When You Revise
Mechanics of Writing; Subject-Verb Agreement
21
Lesson 3: Rewriting, Revising, Editing, and Proofreading
Learning Outcomes:
1. Understand, analyse, and apply the basic principles of writing, the writing process,
revising, and mechanics of writing.
2. Rewrite following the pairs of sentences using “though”, “nevertheless”, and
“such…that.”
3. Revise using connectives, polite forms of regrets, and pairs of sentences.
4. Proofread and edit; identifying wrong spelling, and correcting the errors in
sentences.
Lesson 1: Basic Principle of Writing and the Writing Process
Duration: 1.5 Hours / Week 3

Pre-Test (10 pts.)
SUBJECT-VERB AGREEMENT.
Directions: Underline the correct verbs inside the parentheses.
1. They (has, have) the convention in the Midwest.

2. The sales group will attend a meeting at the company headquarters in
Washington, D.C., and (he, she, they) will continue on to the conference in
Atlanta.
3. Physics (is, are) my favorite subject in High School.
4. Sir Allan Pleno, together with his program chairs, (prepare, prepares) the
faculty loading for the next semester.
5. A number of students (was, were) standing under the rain during the public
hearing at the park.
6. Most of the audience (is, are) not listening.
7. Everyone in the class (need, needs) to prepare the necessarily materials for the
telephone activity in Business Communication class.
8. The influence of finance in his ideas (is, are) big.
9. The radio tubes (was, were) burned out, but we cannot afford to buy a new one.
10. Standing in the front row (was, were) Susan and her brother.

Activity: (10 pts.)
When you write a letter, do you do the following? Put a check (/) before each
number:
22
( ) 1. Analyze the reader of you letter
( ) 2. Plan the purpose, content, and organization of your message
( ) 3. Compose the first draft of your letter
( ) 4. Revise your content, style, and correctness
( ) 5. Proofread and edit your message
Analysis
Basic Principle of Writing
There are three basic principles of writing, namely; unity, coherence and
emphasis. These will serve as our basic guidelines as we go through the writing
process.
1. Unity. It means consistency or oneness. A sentence has unity if it expresses

only one main idea.
a. Consistency of Tense. Tense means time. Consistency of tense or unit of
tense may be achieved by observing proper tense sequence.
Example:
The goods will be shipped tonight, and they will reach Zamboanga City
at early dawn.
In the above example, the verb in the adverbial clause agrees with the
tense of the verb in the same clause.
b. Consistency of Voice. Voice is that aspect of the verb which indicates

whether the subject performs the action (active) or receives it (passive).
Example:
If you have already remitted your payment, please disregard this
reminder.
Note that in the above example, the first clause and second clause
have verbs, which are both in the active voice. Therefore, there is unity of
voice.
c. Consistency of Mood. Mood is an aspect of the verb which indicates

whether the action or the condition is factual (indicative), or contrary to fact
(subjunctive). Maintain the same mood throughout the sentence.
Examples:
i. The secretary hopes she can finish her work before the deadline
comes. (indicative)
ii. Albert wishes that he were the boss. (subjunctive)
d. Consistency of Subject. Avoid unnecessary shifts of subjects in sentence.

Example:
23
The janitors worked fast, and soon they were done with their duties
ahead of time.
In the example above, note that the subject in the main clause is in
agreement with the subject in the second clause. There is therefore
consistency of subject.
e. Consistency of Number and Person. The pronoun will have to agree in

number and person with its antecedent.
Example:
Everyone in the department played his part well.
Note that the underlined indefinite word everyone is singular. It

corresponds consistently in both number and person because the
antecedent pronoun his is likewise singular.
f. Consistency of Ideas. Maintain consistency of ideas by excluding loosely

related or irrelevant ideas from the sentence by avoiding too many details
and by using the proper connective or conjunctive word to relate the ideas
expressed in the sentence.
Example:
As the department head, I report to office on time because I would like
to set an example to my subordinates.
g. Consistency of Tone. Tone refers to the style or manner of expression.

Maintain the consistency of tone throughout the sentence.
Example:
The AA Club held a shindig in honor of the new members.
In the above example, the word shindig is not formal in tone. To

preserve the consistency of tone in the sentence, it must be replaced with
either dance or ball.
h. Consistency of Language. This refers to the use of the same language

throughout the sentence. If a foreign term has been used, it should either
be enclosed in quotation marks or underlined to maintain/ preserve the
consistency of language within the sentence.
Example:
The “mamaya na” attitude is common among our government
employees.
24
Not that the Filipino words injected into the sentence are enclosed in
quotation marks.
2. Coherence. It means the quality of putting ideas together (how the ideas gel
together within the sentence). Make sure that modifiers are placed closely to
the words they modify. Misplaced modifiers will result in an incoherent
sentence.
Example:
i. We have just opened our scenic hotel in Pagudpud, Ilocos Norte.
ii. The young business executive brings with him fresh perspective.
In both examples, the modifiers (scenic, young, and fresh) are placed
before the nouns they modify.
3. Emphasis. To secure emphasis within the sentence, there are several

strategies or techniques. One can emphasize the positive aspects of the
situation in a variety of ways:
a. State the information positively. Emphasize what you will do rather than
what you will not to do.
b. Justify the negative information by giving a reason or linking it to the
reader’s benefits (be careful to use a benefit which your reader will see as
valid).
c. Eliminate negative words.
d. Omit negative statements that are unimportant.
e. Put negative information in a middle of a paragraph rather in the first or
last sentence; in the middle of the memo rather in the first or last
paragraph.
f. Use the passive voice and impersonal words in sentence construction to
avoid assigning blame.
g. Highlight the most important idea by using italics, by underlining it, or by
writing the same in bold print.
h. Repeat the most important idea in the paragraph.
The Writing Process
Letter writing, according to Baugh (1994), involves a three-step process.

Make sure that business letters are recipient-based rather than writer-based. Aside
from the writer’s own interests and purpose, needs, concerns, and aspirations of the
readers must also be considered.
A simple three-step process: prewriting, writing, and revising, help in creating

reader-based letters that communicate effectively and produce better results.
Step 1: Prewriting – involves answering the four key questions of letter writing:
What is my purpose? Who is my audience? What should the letter cover be? What
desired action or response do I want?
25
Step 2. Writing – involves writing the rough copy all the way through to the
end. The first draft is just a working draft. Just write until the letter is finished.
Step 3. Revising – means reading the draft and organizing the letter so that it
flows logically from point to point. Check for grammatical lapses, double-check the
accuracy of facts and figures, eliminate unnecessary words and irrelevant ideas, and
proofread or edit the final copy.
The above steps can help you get started and keep you writing until you have
successfully written the letter.
Recall the four basic considerations of a business letter in Chapter 1. The first
three considerations in business communication will likewise help you out in your
prewriting stage. How you are going to write down your ideas on paper will be best
answered by criterion 4 under the four basic considerations, which will likewise
correspond to Step 2 of the writing process.
Since writing is admittedly a laborious and tedious process, it entails a series

of revisions; ad infinitum until such time that the writers gets satisfied with his own
words or until such time when the written letter attains the quality of final polish. Step
3 in the writing process is therefore a normal process, which both the novice writers
and experienced writers have to contend with.

Post-Test (10 pts.)
Directions: Identify the following and write your answer on the blank.
___________________1. Voice is that aspect of the verb which indicates whether

the subject performs the action (active) or receives it (passive).
___________________2. It means the quality of putting ideas together (how the

ideas gel together within the sentence). Make sure that modifiers are placed closely
to the words they modify. Misplaced modifiers will result in an incoherent sentence.
___________________3. Maintain consistency of ideas by excluding loosely

related or irrelevant ideas from the sentence by avoiding too many details and by
using the proper connective or conjunctive word to relate the ideas expressed in the
sentence.
____________________4. According to Baugh (1994), involves a three-step

process. Make sure that business letters are recipient-based rather than writer-
based.
____________________5. It means reading the draft and organizing the letter so

that it flows logically from point to point. Check for grammatical lapses, double-check
the accuracy of facts and figures, eliminate unnecessary words and irrelevant ideas,
and proofread or edit the final copy.
26
Lesson 2: What to Look for When You Revise
Duration: 1.5 Hours / Week 3
What should you do first when you revise, check words, sentences,
paragraphs, content, organization, emphasis, logic, and the probable effect on the
reader? You do not necessarily need to look at the aspects in this order, and you
may be able to cover them all without going through a checklist, but you do need to
cover them all.
1. Content
a. Are all the information I have included correct?
b. Have I included all the necessary information?
2. Organization, Emphasis, and Logic
a. Have I organized my material in a way that fits the situation and the
reader.
b. Have I used the beginning and end of my letter or memo to highlight
important points?
c. Should I use additional techniques of emphasis, such as repetition,
underlining, lists, headings, etc.?
d. Are all the information I have included correct?
3. You-Attitude
Did I use the you-attitude? The you-attitude is achieved differently in

positive than in negative situations. When the situation is positive or neutral, the
you-attitude can be achieved by following these guidelines:
a. Look at the situation from your reader’s point of view.

b. Stress information, which the reader wants to know.
c. Show the reader how he or she can benefit from what you have to offer.
d. Use the word “you” more often than “I” or “we.” In negative situations, achieve
you-attitude by: protecting the reader’s ego and avoiding the word “you” when
it puts the reader in a bad light.
4. Positive Emphasis
Did I use positive emphasis? Emphasize the positive aspects of the

situation in these ways:
a. State the information positively. Emphasize what you will do rather than what
you will not do.
b. Justify the negative information by giving reason or linking it to the reader’s
benefits (be careful to use a benefit which your reader will see as valid).
c. Eliminate negative words.
d. Omit negative statements that are unimportant.
e. Put negative information in the middle of paragraph or memo.
27
Locker and Kienzler (2010) aptly said that getting rid of negatives has the
added benefit of making what you write easier to understand. Further, Sherman
and Johnson (1990) likewise pointedly observed that sentences with three or
more negatives are very hard to understand.
5. Words
Check the denotation, a word’s literal or dictionary meaning; and connotation,

the emotional associations that accompany words. Accurate denotations are
important to avoid the situations, which occur when the sender and receiver use
the same word but have different meanings for it. You may want to ask yourself
the following questions:
a. Can the reader take my words literally? In speech, we are frequently

inexact. This sloppiness is not permissible in business writing. The reader
assumes that what you write is precisely what you mean.
b. Have I avoided confusing often misused words? Affect as a verb means
modify; effect as a verb means to cause. As a noun, effect means result.
Imply means to give an impression from words or data. Be sure that you
are using the word, which fits your meaning.
c. Are the connotations consistent with my meaning? An unfortunate
connotation can undercut or even contradict your literal meaning.
6. Sentence
Ask these questions:
a. Have I used a good variety of simple, complex, and compound sentences?

b. Are my sentences clear and free from wordiness?
c. Have I used active verbs in most cases? Passive verbs emphasize and
focus attention on what was done rather than who did it.
d. How will I hold my reader’s attention and interest? Keep your reader
interested by using vivid language and active sentences.
7. Paragraph
Ask theses questions:
a. Have I provided transitions between ideas?
b. Is each paragraph about only one subject?
c. Does each paragraph have a topic sentence?
d. Have I kept paragraphs reasonably short?
Editing the Final Draft
When you are confident that your draft says what you what to say, edit your
draft to make sure that it is free from error in format, spelling, punctuations, and
grammar. As you check, ask yourself the following questions:
28
1. Format
a. Is the format appropriate for the message and the reader? Are all the
necessary elements included?
b. Is the visual impact good?
2. Spelling
Is there any doubtful words?

Post-Test
Explain: What to look for when you revise? (10 pts.)
Mechanics of Writing
Punctuation
1. Joining Independent Clauses
The independent clause is complete with subject and predicate and make
sense by itself. Two or more independent clauses joined together make a
compound sentence. They may be joined by proper marks, with or without
connective words, in four main ways.
a. The most common way of putting two independent clauses together is to

connect them with and, but, or nor, or for (coordinating conjunction) with a
comma before the conjunction to show the turn.
Note: the comma before the conjunction is important and must always be
used, because it tells the reader that what follows is a complete clause.
Without the comma, readers will rush without stopping, expecting the next
words to be just a short phrase: then they will have to back up and start all
over to get the clear meaning of the clause. It is especially important to
use the comma before for as a conjunction; otherwise for may be read as
preposition and the meaning obscured.
b. Clauses connected by one of the coordinating conjunctions may even
require a semicolon before the conjunction to show where one clause
stops and the next one starts. If the first clause is already broken up with
commas for other uses, the middle comma between the clauses may not
have enough force.
29
c. Two independent clauses may be joined without connective words if the
semicolon is used between them (but the use of the comma alone is called
the “comma splice” and, according to some English teachers, is a mark of
alliterate writing).
d. If the clause are connected by so, therefore, hence, however,
nevertheless, moreover, also, accordingly, besides, thus, then, in fact, still,
in other words, or similar connectives, a semicolon must be used between
the clauses (in informal writing, a comma is frequently used before so).
Note: as a special case, when the two clauses say the same thing in
different words, or when the second one merely explains the first one, the
colon is used (although not commonly used, this is a useful information to
know).
2. Attaching Dependent Clauses to Main Clauses
A dependent clause has its subject and predicate, but is introduced by a

subordinating conjunction or relative pronoun, which keeps it from being an
independent statement and serves as a modifier to be attached to the main clause.
a. When the dependent clause comes before the independent one, use a
comma to separate the two.
Example: While the manager is on vacation, his subordinates will be at
ease.
b. When the dependent clause follows the independent clause breaks into it,
punctuation is optional.
Example: His subordinates will be at ease while the manager is on
vacation.
3. Punctuation of Parenthetical Expressions

a. Use commas ordinarily to set off parenthetical or “thrown in” expressions.
Example: the first thing to do, I believe, is to set your goals.
b. Use a comma to set off a non-restrictive phrase or clause-one that gives
additional information, but is not essential to the sentence.
Example: The tailoring shop on the corner, which has excellent tailors, is
closed on Sundays.
c. Use dashes to enclose elements of parenthetical nature when you want to
emphasize them.
Example: Because of one word-just one word-he lost his job.
d. Use a parenthesis when the material is not strictly part of the main
thought.
Example: He encodes the message to an intended listener-reader
(receiver).
4. Punctuation of Introduction
30
a. Use a colon to introduce a vertical list or series listed vertically on the
page.
Example: He brought the following documents: pictures, books, and maps.
b. Use a colon to introduce a quotation that is set off from the sentence and
intended.
Example: Rizal once said: “The youth are the hopes of the Motherland.”
c. Use a comma after a long introductory phrase or clause.
Example: After spending so much time and effort to solve the problem, I
gave up.
5. Punctuations of Quotations
a. When the exact words of someone other than the writer are being used,
set them off with quotation marks if they are part of the main paragraph. If
the quotation is intended, quotation marks are not needed.
Example: “A minute of heroism is better than a decade of useless life,”

were the words of wisdom of the late Senator Benigno S. Aquino, Jr.
b. Slang expressions and words used in a special sense should be enclosed

in quotation marks.
Example: “I gotta go,” said Pedro.
6. Hyphenated Words
a. Use the hyphen to join two or more words serving a single adjective before
a noun.
Example: This is a hard-to-understand usage.
b. Use the hyphen for compound numbers (e.g. twenty-one, ninety-nine) and
with fractions (e.g. one-half, three-fourths).
Example: Twenty-one years ago, I was exactly in this corner.
Agreements
1. Subject-Verb
Subject and verb must be both singular or both plural. If there is an
intervening phrase between the subject and the verb, make sure the verb
agrees with the subject, not with a noun in the interviewing phrase. Also, the
verb always agrees with the subject not with the predicate noun.
Examples:
a. The mayor, along with all his consultants, attends the public hearing.
Note: The encircled group of words is called the intervening words.
b. My fear is the problems to be encountered along the way.
31
Note: The encircled word is the predicate noun.
2. Noun-Pronoun
Pronouns must agree in number and gender with the nouns they
represent. Use a singular pronoun when you are talking about a company as
a corporate entity.
Examples:
a. Nena enters her room surreptitiously.
b. The secretaries are intheir quarters.
Note: The encircled words in both examples above are the
antecedent pronouns.

Post-Test
Discuss the importance of Mechanics of Writing. (10 pts.)
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Lesson 3: Rewriting, Revising, Editing, and Proofreading
Rewriting Exercises:
1. Construction Exercise: Rewrite the following pairs of sentences using “though”

and “nevertheless.”
Example: This particular material sells quite well. It is far from being
one of our best lines.
Answer: This particular material sells quite well, though it is far from
being one of our best lines.
This particular material sells quite well. Nevertheless, it is far
from being one of our best lines.
32
a. We agree that there has been a steady demand for these lamps
throughout the year. We do not think that this justifies a repeat
order of 200.
______________________________________________________
______________________________________________________
______________________________________________________
______________________________________________________
_______________
b. The cutters on CM 4 cute very clearly and efficiently. They do not

cut as fast as those on the KM 8.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
2. Construction Exercise: Rewrite the following using the connectives “not only”
and “but also.”
Example: We are prepared to deliver the goods to each of your six
branches and we are willing to grant you the bulk order terms normally
only given on orders delivered to warehouses.
Answer: We are not only prepared to deliver the goods to each of your
six branches, but we are also willing to grant you the bulk order terms
normally only given on orders delivered to warehouses.
a. They are manufacturers of industrial lighting equipment and they
also have a factory making domestic lighting equipment.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
b. They agreed to grant us special terms for the stainless kitchenware
order and they also agreed to take back our entire stock of PX
coffee grinders and send us new PX model.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
3. Construction Exercise: Rewrite the following using polite forms of regret.

Example: “We are sorry,” “We apologize,” and “We regret”
a. We were not able to send the complete order.
______________________________________________________
______________________________________________________
33
______________________________________________________
___________________________
b. We did not include the 771 blue corduroy, but we promise to
forward it in the new few days.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
c. Our Accounts Department has not yet forwarded the credit note for
returned goods this June.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
d. We would like to inform you at the moment no more will be
accepted for delivery this year.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
e. It was not possible to send you the model you ordered. We hope
that an alternative one will meet your approval.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
4. Construction Exercise: Combine the following pairs of sentences using

“such…that.”
Example: We had a very high proportion of breakages. We were forced
to introduce vibration-proof containers.
Answer: We had such a high proportion of breakages that we were
forced to introduce vibration-proof containers.
a. It has been a very good year for gardening tools; we have decided
to stock your complete range in the future.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
b. They are packed in heavy metal boxes. They are impossible for our
warehouse staff to handle.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
34
c. They not only refused to grant us a discount, but they asked
exorbitant prices.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
d. We were forced to seek another supplier.
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
Revising Exercises:
5. Revision Exercise: Combine the following pairs of sentences using the word/s
in parentheses.
Example: We were willing to place an order. They could not deliver it
on time. (but)
Answer: We were to place an order, but they could not deliver it on
time.
a. We intend to spend the whole week in New York. We wish to reset
all our customers. (in order that)
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
b. We want to start exploiting East Africa. We wish to appoint an agent
based in Noirobi. (we are interested in…and should like…)
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
c. The quality of this consignment is very good. It is not quite so good
as the last one. (though)
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
d. The price is sure to rise next month. We have decided to place an
order for six months’ supply. (as)
______________________________________________________
______________________________________________________
______________________________________________________
___________________________
e. The engineer did not arrive until Monday. The machine could not be
mounted ready for the opening of the trade fair (with the result that)
35
______________________________________________________
______________________________________________________
______________________________________________________
___________________________

I. Proofreading: Underline the word with the correct spelling in each group.
a. achievement, acheivement, achivement
b. eligible, elegible, elligible
c. sincerity, sinecerety, sencirity
d. business, bussiness, buisness
e. disatisffied, disattissfied, dissatisfied
f. awkward, aukward, awkuard
g. procedure, proscedure, prosedure
h. coinsidence, coincidence, coinccidence
i. acrose, acrross, across
j. acommodate, accomodate, accommodate
k. milenium, millennium, millenium
l. delivery, dellivery, deliviry
m. guarrantee, guarantee, guaranttee
n. height, eight, eightt
o. reminisce, reminiscence, reminissing
p. changeable, changable, changeeable
q. arguement, argment, argument
r. accurred, accurrence, occurrence
s. acquaentance, acquaintance, acquantanse
t. harassment, harrassment, hurrassment
II. Correct the errors in the following sentences. Underline the word and put the
correction on the line provided after each sentence.
a. What are the criterion for buying?
______________________________________________________
b. When you are busy, time passes quick.
______________________________________________________
c. The manager asked her to do someone else work.
______________________________________________________
d. Mr. Cruz, along with his children, have gone home.
______________________________________________________
e. Every one of the girls are planning to work overtime.
______________________________________________________
f. All this leads to rebellion.
______________________________________________________
36
g. He hang his wet clothes to dry.
______________________________________________________
h. The rainy season began.
______________________________________________________
i. I am very much surprised to learn that shanghai was such a big
place.
______________________________________________________
j. Standing in the front row was Helen and her brother.
______________________________________________________
k. Only few copies goes to news dealers.
______________________________________________________
l. You overdue account prevent us from extending your credit.
______________________________________________________
m. This is one of the most famous tourist place in the world.
______________________________________________________
n. I was sudden by the news of your mother’s death.
______________________________________________________
Reflection/Learning Insights: (10 pts.)

What are importance of the basic principles of writing, the writing process, revising,
and mechanics of writing in our daily lives especially when you get a work in an
office?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
How Do You Extend Your Learning? (Assignment – 20 pts.)

Directions: Write your answers on a short bond paper (handwritten or printed)
1. Identify and differentiate the three basic principles of writing.

2. How would you be able to effectively achieve positive emphasis?
3. Explain the three-step writing process, which will result to reader-focused/
centered business letters.
4. Writing is a series of revisions- “ad infinitum,” why?
5. Identify and discuss the three basic revision strategies. Which one do you
think is the most practical and functional to adopt? Why is it so?
37
6. Why write from the readers’ perspectives? Discuss.
7. In editing the final draft, what factors are to be considered? Why?
Final Requirement


___________________________.
UNIT 3 Formatting the Physical Form of the Business Letter

Lessons:
Types of Letter Style/ Layout
Illustrative Samples of Letter Style/Layout
Learning Outcomes:
1. Understand the different forms of a business letter: parts of a letter, format, style,
and layout
2. Identify the physical forms of business letters: different letter styles or layouts;
distinguish a full-block letter layout from that of the modified block and modified
semi-block styles format
3. Construct and present samples of letter styles and layouts.

Pre-Test (10 pts.)
38
They say “First impression lasts” – how will this apply in business writing? Explain.

Activity: (10 pts.)
How do you feel about your own writing? Have you been told that you’re a good
writer or a poor writer? Do you tell yourself that you can write well?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_______________________________________________________
Analysis
Presentation of the Letter Proper
They say the first impressions last. This is likewise true in business letter
writing. A letter’s appearance makes the first impact on readers and can influence
their state of mind when they absorb its contents. The letter writer, therefore, should
be cautious on how the letter is presented on paper.
1. Margins
a. No letterhead: equal margin – top and bottom.
b. With letterhead: top margin should be wider than that of the bottom.
39
c. The two side margins should be equal (1 inch- 1 ½ inches).
d. Margin at the bottom should be 1 ½ times bigger than those at the sides.
e. Margins at the top and bottom should not be less than 1 ½ inches; 2
inches is better.
2. Spacing
There should be double-space between paragraphs and between other units.
Body of shorts letters may be double-spaced, nut others must be single-
spaced.
3. Punctuation
a. Open
b. Closed
4. Forms of Indention
a. Indented form
b. Fully block form: all parts of the letter flush with the left hand margin of the
page.
c. Block form: Heading, complimentary close, and signature should be at the
right.
d. Semiblock form: Same as the block form, only that the paragraphs are
indented.
e. Hanging or overhanging form: Same as the block form, only that the lines
following the first line of every paragraph are indented.
5. Essential Parts of the Letter

a. Heading, which may be of two kinds:
i. Modern: letterhead and date
ii. Conventional: address and date
b. Inside address
c. Salutation
d. Body
e. Complimentary close
f. Signature
g. Miscellaneous parts:
i. Attention line
ii. Subject Line
iii. Reference or file line
6. Mailing and Carbon Copy Notations
Sending of letter other than the regular mail should be indicated below the
identification line or below the enclosure mark.
When a writer wished to say that a carbon copy of the letter is being mailed to
another person, a notation copy or c.c may precede the name of the person to
whom the letter is being mailed with the appropriate title and should be written
flush with the left-hand margin below all other notations.
7. Folding the Letter
40
It depends upon the size of the stationary and the style of the envelope used.
8. Addressing the Envelope
The envelope should always have the sender’s return address. The outside
should be the same as the inside address and should be double-spaced. The
expression Air Mail, Special Delivery, or Registered should be written in capital
letters above the address in the upper right.
Other expressions are typed in the lower left-hand corner.
The following titles are used in business letters:
a. Mr. – is used in addressing a man who has no other title, or whose special
title is unknown to the writer.
b. Ms. – is used in addressing four classes of women:
i. unmarried women
ii. women celebrities
iii. women whose status are not known
iv. female divorcee
c. Mrs. – is the abbreviation of the word mistress. It is used in addressing a
married woman, a widow, or divorcee.
d. Dr. – is used in addressing one who holds a doctor’s degree in any branch
of studies. When used in general sense, it always precede the name of the
person, but if it is used in a specific sense, it follows the name of the
person separated from it by a comma.
e. Professor – is used in addressing a member of a college or university
faculty, either male or female who holds the rank of professor, associate
professor, and assistant professor. It is preferably written in full. When
used with the surname of the person alone, it is always written in full.
f. Honorable – is used in addressing high- ranking government officials and
the prominent ex- government officials. The title is spelled in full preceded
by the article “the” followed by the name, initials, and surname of the
person. When the abbreviation Hon. is used, the article “the” is omitted.
g. Reverend – is used in addressing a member of the clergy. It is written in
full preceded by the article “the” followed by the name, initials, and
surname of the person. The abbreviation Rev. should not be preceded by
“the.” When only the surname of the person is used, the title Reverend is
spelled in full preceded by the article “the.”
Activity.
Label the Parts of a Business Letter that you have studied in the past. (10 pts.)
___________________________
_________________________________
41
_________________________________
___________________
__________________________
__________________________
__________________________
_____________________,
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_________________________________________________________.
___________________________________________________________________
___________________________________________________________________
________________________________.
_____________________,
_____________________
(Arranged according to standard form)
1. Letterhead or Return Address. If no printed letterhead is available, type

your return address so that it ends at the right-hand margin. Start one and
one-half inches from the top.
2. Dateline. Place the dateline at the center two lines below the letterhead. If
you type your return address, type the date immediately below the last line
of the address. The position of the dateline depends on the style and the
length of the letter.
3. Inside Address. Put four to eight spaces below the dateline, place the
name, title, and mailing address of the person to whom you are writing.
The inside address may require three, four, or five lines, each starting at
the left margin. When addressing an individual in a company, write his/her
name followed by the company name.
4. Salutation. Write the salutation flush with the left margin two spaces below
the inside address. If an attention line is used, type the salutation two lines
below the attention line.
5. Body. Begin the body two lines below the salutation. Either indent the first
line of each paragraph five spaces or start it at the left margin. There
should be dpuble-space between paragraphs.
6. Complimentary Close. Put the complimentary close two lines below the
end of the body, starting five spaces to the right of the center. Capitalize
the first word and put a comma after the last. Note that the complimentary
close varies with the tone of the letter, as well as the degree of its
formality.
42
7. Signature. Type your name four spaces directly below the complimentary
close.
8. Written Signature. Sign your name in the space between the
complimentary close and the typed signature.
In addition to these eight requisites, certain others are sometimes needed.
1. Identification Line. When typing someone else’s letter, list that person’s initials
followed by your own.
2. Enclosure. If you enclose anything with the letter, place an enclosure notation
two spaces below the identification line or typed signature.
3. Carbon Copy Notation. If anyone other than you and the addressee is to
receive a copy of the letter, include a carbon copy notation. Put it on the left
margin two spaces below the previous notation.
4. Second page Heading. If a letter requires more than one page, use plain
paper instead of letterhead for the second and subsequent pages. Leave a
one-inch margin at the top, type a second page heading, skip three spaces,
then continue the letter.
All the basic parts of the business letter are discussed lengthily in the subsequent
pages on letter styles/ letter layouts.
Types of Letter Style/ Layout
The five principal letter styles are the full-block, block, semiblock, official, and
simplified.
1. Full-Block Style. A letter set in the full-block style is distinguished by the

absence of any indentations; all structural parts begin flush with the left
margin, which gives a neat, uniform appearance. This is comparatively
trouble-free construction because it requires very few tabulations. It is easier,
for example, to have the complimentary close and dateline aligned with the
paragraphs at the extreme left rather than shifted to the right. (See
Punctuation in Your Letters)
2. Block style. The block style differs from the full-block style in that the date and
reference lines are flush with the right margin and the complimentary close
begins slightly to the right of the center of the page. The inside address and
the paragraphs are blocked, flush with the left margin. Open punctuation is
commonly used.
3. Semiblock Style. The semiblock style is like the block style except that the first
word of each paragraph is intended five to ten spaces.
4. Official Style. The official style is used by many consecutives for personal
letters written on exective-size letterhead. The inside address, which is written
in block form and often has open punctuation, goes below the signature.
43
5. Simplified Style. The simplified style, like the full-block
Letterhead style, has all parts flush against the left margin.
However, the salutation and complimentary close are
Date Illustrative Samples of Letter Style/Layout

(2-3 spaces)
1. Full-Block Format
File Number
(2-3 spaces) The full block format is by far the simplest. Every part
of the letter starts at the left margin with spaces
Inside Address
between each part. It appears professional. The
sequence of the parts of the letters is date, inside
(2-3 spaces) address, salutation, body, complimentary close,
Attention Line
(2-3 spaces)
Salutation
(2-3 spaces)
Subject Line
Body (2 spaces between
paragraphs)
Complimentary Close
(4spaces for signature)
Type Name
(2-3 spaces)
Additional
Infromation
Postscript
Mailing
Instructions
44
XYZ Company
Rufino Towers, Herrera Street, Makati City
2. Modified block
Format
Like the block, August 10, 20xx
the modified format
has the advantage
of separating xxxxxxxx
paragraphs so that
each one stands
out. The spacing Jesus Ventura
between sections Capitol Supply
remains the same 550 Dr. Mariano V. de los Santos Street
as in the block. The Sampaloc, Manila
date, signature, and
closing are placed Attention: President of Capitol Supply
to the right, thus
allowing them to
stand out. The Dear. Mr. Ventura:
complimentary close
and the signature
are aligned and Subject: xxxxxxxxxxxxx
placed near the
center of the letter, xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
two spaces below xxxxxxxxx
the last paragraph.
A sample of this xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
layout or style is xxxxxxxxxxxxxxxxxxxx
illustrated on the
subsequent page. xxxxxxxxxxxxxxxx
Very truly yours,
Ma. Joan Sison
MJS: eer
P.S. xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxx
45
3. Modified Semi-block/Indented Format
You will recognize the modified semi-block as the format most commonly
known as the “business letter.” It is the same as the modified block except that
the paragraphs are intended five spaces. All spacing remains the same. The
sample illustrative letter follows below.
Letterhead XYZ Company

Date August 10, 20xx

(right of center)
Inside Address Jesus Ventura

(left margin) Capitol Supply
550 Dr. Mariano V. de los Santos Street
Sampaloc, Manila
Salutataion Dear Mr. Ventura:

(2-3 spaces)
Body xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
(left margin) xxxxxxx
with 2 spaces
between xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
paragraphs xxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxx
Complimentary Very truly yours,

Close (4 spaces
for signature)
Type Name Ma. Joan Sison
(2-3 spaces)
46
What are the importance of knowing the physical forms of a business letter, standard
business letter formats and layouts to your chosen course?
___________________________________________________________________
___________________________________________________________________
_ _
_ _
_ _
Letterhead XYZ Company
_ _
_ _
_ _
Date August 10, 20xx
_ _
(right of center)
_ _
_ _
Inside Address Jesus Ventura
_ _
(left margin) Capitol Supply
_ _
550 Dr. Mariano V. de los Santos Street
_ _
Sampaloc, Manila
_ _
_ _
Salutation Dear Mr. Ventura
_ _
_ _
Body
_ _
(indent Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
_ _
paragraphs five xxxxxxx
_ _
spaces and xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
_ _
separate xxxxxxxxxxxxx
_ _
paragraphs with xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
_ _
2 spaces) xxxxxxxxxxxxx
_ _
_ _
_ _
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
_ _
xxxxxxxx
_ _
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
_ _
Complimentary xxxxxxxxxxxxxx
_ _
(right of center)
_ _
Signature Very truly yours,
_ _
(right of center)
_ _
Additional Ma. Joan Sison
_ _
Information
_ _
(left margin) MJS:eer
_ _
_ _
_ _
_ _
_ _
___________________________________________________________________
___________________________________________________________________
47
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
________________________________________________________
How would you apply what you have learned from this lesson in your life as a
student?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

A. Write forceful and effective endings to replace the following closes.
1. Thanking you in advance for your assistance, I am,

___________________________________________________________________
2. Looking forward to an early reply, we remain,
___________________________________________________________________
3. Sending you my warm personal regards, I am,
___________________________________________________________________
4. Anticipating for your favourable considerations, we are,
___________________________________________________________________
5. Looking forward to working more closely with you in the future, I am,
___________________________________________________________________
B. Discuss the relationship of the salutation with the complimentary close. (10 pts.)
48
C Illustrate the different letter styles or layouts, and identify a full-block style from
modified block and modified semi-block styles. (10 pts.)
Final Requirement


___________________________.
UNIT 4 Writing Business Letters
Lesson 1 : Steps in Writing Sales and Promotional

Letters
Lessons: Types of Sales and Promotional Letters
Lesson 2: Writing Credit And Collection Letters
49
Lesson 3: Writing Claim And Adjustment Letters
Learning Outcomes:
1. Understand writing different types of business letters.

2. Appreciate the value of effective business letter writing.
3. Demonstrate the ability to compose sales and promotional letters; credit and
collection letters; claim and adjustment letters.
Lesson 1 : Steps in Writing Sales and Promotional Letters

Pre-Test (20 pts.)
Directions: Give a short definition of the following business letters:
1. Sales Letter –
2. Order Letter –
3. Complaint Letter –
4. Adjustment Letter
5. Follow-up Letter
6. Inquiry Letter –
7. Recommendation Letter –
8. Acknowledgment Letter –
9. Recommendation Letter –
10. Promissory Note –
50
Activity: (10 pts.)
Search for at least 5 samples of business letters and print it on a short bond paper.
Familiarize yourself with the types and formats of business letters.
Analysis
Steps in Writing Sales and Promotional Letters
By and large, sales and promotional letters are written by specialized and
highly skilled professionals. These letters come in letter-size or larger envelops with
attached brochures in some instances. Both share one common denominator – their
attempt to motivate people to spend money or patronize an organization.
In reality, all letters in businesses, industries, and the corporate world are
essentially sales and promotional letters.
There are three basic steps in planning, sales or promotional letters. These
are:
1. Determine the main idea. Sales and promotional letters revolve around a
selling point and related benefit. Know the products’ selling points and their
benefits to the customers, both of which are attractions on the part of
customers.
2. Define the audience. The most persuasive sales letters are written to appeal
to a specific target audience. Marketers seek to define consumers in terms of
demographics such as age, gender or sex, occupation, income and
education, and psychographics which include personality, attitudes, and
lifestyle/s.
3. Plan the approach and format. Basically, expensive items/ products and hard-
to-accept propositions call for a more elaborate campaign than low-cost
products and simple actions.
Another tried and tested formula in writing/planning effective sales and promotional
letters revolves around the AIDA plan. That is, start with an attention getting device.
A case in point is to appeal to the reader’s emotions and values. After which, move
to escalate the reader’s interest and desire, and end with a specific call to a desired
action.
Types of Sales and Promotional Letters
1. Reminder That a Sale is about to End

Remind a customer that a sale or sales campaign is about to end.
51
Ruemer’s Furniture Mart
Baybay Polong, Binmaley Pangasinan
April 25, xxxx
Edgar G. Paragas
Property Officer
Colegio de San Luis
Alaminos City, Pangasinan
Dear Mr. Paragas:
It hardly seems possible, but there is only one week left in our Second
Quarter Sale. Our letter announcing the sale arrived four weeks ago. It seems
like yesterday.
It’s still not too late to take advantage of this gigantic sale. The prices on this
last week are being slashed in half. Come in and take a look at what we have
to offer. Our entire sales staff is more than willing to work with you and your
institution.
Attached is our Second Quarter Sale flyer. Please take time to look through it
and then come visit us. We look forward to seeing you soonest.
Very truly yours,
Rufo V. Velasco
Sales Manager
RVV: kwn
Enc.
P.S. See the special offer on Page 2 of the flyer!
2. Announcing a Sales Campaign, Promotion, or Incentive Program

This type of letter informs clients of an upcoming sales promotion, incentive
program, or special sales packages that are available. It is followed by a
personal call from the salesperson.
52
NBN Optical
Claro M. Recto Avenue, Manila
September 15, xxxx
Russel R. Maynigo
Director of Sales
Omni-Optical Vision Company
Perez Boulevard, Dagupan City
2400
Dear Mr. Maynigo:
NBN Optical will starts its Third Quarter sales campaign on October 1.
In the past, this campaign has enabled Omni Optical Vision to offer its
customers a wide selection of products at very competitive prices. It is an
outstanding way to attract new customers and build traffic for your business. I
have enclosed a sheet explaining all of the particulars along with our latest
catalogue.
I will call you within the next 10 days to answer any queries you may have
about the program and take your order. All orders have to be in by September
15. As always, it is a pleasure working with Omni-Optical Vision.
Very truly yours,
Armando Jose Tiburcio

Sales Representative
AJT: yek
3. Announcing a Sales Campaign to Preferred Customers

Announce a sales campaign to preferred customers to give them a head start
in purchasing or offering them further reduced prices.
Red Mont Rare Antiques
53
A.B Fernandez Boulevard, Dagupan City, 2400
January 19, xxxx
Bobbit D. Sanchez
Sanchez Antiques
48 San Rafael St., Barangay Kapitolyo
Pasig City
Dear Mr. Sanchez:
Red Mont Rare Antiques will hold its First Quarter Sale on February 12 to 16.
As preferred customer, you are invited to attend a presale showing on

February 11 with discounts up to 50% on specially marked items. We feel that
this is just one small way to to repay you for all your business transactions
with us over the years.
Our enclosed flyer shows you some of the outstanding values available.
Thank you for your continued patronage. I look forward to seeing you on
February 11, xxxx
Very truly yours,
Michelle A. Merrera
MAM: ser
Enc.
4. Announcing a Price Increase or Price Adjustment
Announce a price increase and soften the blow to the customer. A price
adjustment lowering/ reducing the price, on the other hand, is a welcome news
among customers.
54
Vinson’s Greetings, Inc.
P. Florentino Street, Sta. Mesa Heights, Quezon City
February 22, xxxx
Karim Stanley Abulencia

Card Distributors, Limited
75 Pioneer Street, Mandaluyong City
Dear Mr. Abulencia:
Your satisfaction is our primary consideration. In order to continue the

production of this high-quality product, we have recently installed new high-
speed, high-definition printing presses. This, along with the increased price of
paper, has forced us to increase our prices by 10 percent effective March 15. I
have enclosed a brochure with the new prices in it for your benefit. Please be
reminded that order received before March 15 will be filled at current prices.
Thank for your understanding in this matter. We feel that these increases will
still allow you to sell these superb cards at competitive prices. We will be
more than glad to hear immediately from your end if there is any way we may
serve you better. Please do not hesitate to let us know.
Very truly yours,
Chrysler Jowell A. Parame

President
CJAP: Ipw
Enc.
5. Announcing New Products to a Select Group of Customers
Announce new products to a select group of regular customers. It may be seen

as sales pitch.
55
PX Appliance Center
Aurora Boulevard, Quezon City
October 30, xxxx
Colleen A. Camacho
Block 33, Lot 5, Phase V, Garden Villas, Barangay Malusak
Sta. Rosa City, Laguna
Dear Ms. Camacho:
PX Appliance Center is pleased to announce its new line of Amazing Work

Appliances. We are now the authorized Wonder Work dealer for Ft. Dodge.
Amazing Work Appliances, established for three decades in Southeast Asia,

is now expanding and we are excited to be part of its growing network. It
specializes in small appliances that are known throughout the industry for
their quality and durability. So that you may have a chance to see the
appliances at work, we have arranged a demonstration this Saturday,
November 3, at our store from 9AM to 5PM. Special discounts are available if
you bring this letter.
Thank you for your continuing business partnership with us. It is always our
pleasure to be of service to loyal clients like you. We look forward to seeing
you this Saturday.
Very truly yours,
Benita L. Curioso
BLC: eeo
How do you differentiate Sales Letter from Promotional Letter?
___________________________________________________________________
___________________________________________________________________
56
___________________________________________________________________
___________________________________________________________________
____________________________________________
___________________________________________________________________
___________________________________________________________________
______________________
Reflection/Learning Insights (10 pts.)
How will you apply what you have learned from this topic to your daily living?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
____________________________________________

Post-Test: Quiz No. 4 (20 pts.)
Directions: Compose a business letter for each situation. Use short bond paper,
handwritten using black pen, full-block style of a letter. Create your own company
name, company logo, and address.
1. Assume that you are the Marketing Head of a department store, write a sales
letter on the following:
a. Announcing a sales campaign, promotion, or incentive program
b. Announcing a price increase
2. Assume that you are involved in the situations below, write a letter of
reservation for the following:
a. Make a reservation for your birthday celebration in one of the resorts in La
Union.
b. Reserve a room for your guest as Paradise Hotel, Malolos City, Bulacan.
1. Discuss the three basic steps in planning a sales or promotional letter. 5 pts.
57
2. Discuss the so-called AID A plan. How does it work? 5 pts.
3. Identify the specific types of sales and promotional letters. How are they
different from one another? 10 pts.
Lesson 2: Writing Credit and Collection Letters
Twin Purpose of Credit and Collection Letters and How They Are Achieved
58
The twin purposes of credit and collections letters are to maintain goodwill while
collecting what is owed. Identified below are three factors which, according to Bovee
and Thill (1989), should influence decisions directed at achieving the twin purposes.
1. Amount of money owed, the time elapsed, the nature of the credit agreement,
and the creditor’s attitude;
2. Debtor’s values, feelings of self-esteem, and attitudes toward financial
responsibility; and
3. Debtor’s ability to solve the problem and withstand external and internal
pressures.
Collection letters are generally characterized as firm in tone, yet it should at the
same time be tactful or diplomatic.
Guide to Credit and Collection Letters
The purpose of the collection letter is to make the customer pay an overdue bill.
The following are the basic steps in preparing and eventually writing credit and
collection letters as identified by Dugger,
Step 1: Check the spelling of the recipient’s name. use a gender-specific courtesy
title only if you are certain of the recipient’s gender. There is nothing more
embarrassing or irritating than getting a collection letter, which is addressed
improperly.
Step 2: The first part of the letter should state the situation, including the concern,
the date of purchase, the amount owed, and the date due.
Step 3. The next part of the letter should indicate the deadline for paying the bill and
any penalties that may result. You may also wish to indicate your company’s policy
concerning late payments, grace periods, penalties, or alternative payment plans.
Step 4: The third part of the letter should indicate the consequences of not paying
the bill. Initially, these may be penalties, but as the bill becomes more delinquent, it
may include warnings of ruined credit ratings or involvement of a collection agency.
Step 5. The final part of the letter should encourage the recipient to send full
payment or to call you to arrange a payment schedule. End the letter on note of good
will and a positive attitude that this situation will be resolved satisfactorily.
Types of Credit and Collection Letters
1. Notification
This letter is to notify the recipient along the following concerns: the amount
owed, the date or purchase, and the dateline of payment, among others
59
Letterhead South Luzon Wear
2212 Boot Hill Rd., Apalit, Pampanga
Date August 10, xxxx

(2-3 spaces)
Inside Address Ted Wilson
(2-3 spaces) 515 Makinabang Road
Baliwag, Bulacan 3006
Salutation Dear Mr. Wilson
State of the Concern Thank you for shopping with us. You are a valued customer.
We appreciate your business and know that you want to keep
your account current with us.
Sate the Situation On May 15, xxxx, you purchased PhP3,300.00 of merchandise
from our store in Laramie. Your payment is now overdue.
Indicate the Deadline In the credit agreement you signed, you agreed to pay off your
bill in three payments. The first payment of PhP1,100 was June
15, xxxx. Please send this amount now.
State the Failure to pay on time may affect your ability to charge
Consequences merchandise at our store. Thank you for your prompt attention.
Indicate Contact You may call me at 047-555-9875 if you have any questions or
Indicate Goodwill concerns. Your continued patronage is important to us.
Complimentary Truly yours,

Close
Signature Mary J. Santiago

Credit Manager
Additional MJS: cjl

Information
2. Reminder
60
This letter reminds the reader that the bill is overdue and the payment still has
not been received. A reminder letter should be written under the assumption
that some minor problems occurred, which caused the delayed payment. In
other words, the customer has every intention of paying and needs only to be
reminded (Bovee and Thill 1989).
South Luzon Wear

August 5, xxxx
Ted Wilson
515 Ramey Ct.
Laramie, WY 82063
Dear Mr. Wilson:

Remind
Recipient of the We have not yet received our payments. This is to remind you
Situation that your first and second payments of PhP1,100 are now
overdue. This amount plus the balance of PhP1,100 is due on
Request Payment and August 15.
Indicate the Deadline
In the credit agreement you signed, you agreed to pay off your
bill in three payments. The first payment of PhP1,100 was due
June 15, xxxx; the second payment of PhP1,100 on July 15,
xxxx; and the final payment of PhP1,100 on August 15, xxxx.
Indicate the Please send the full amount within 10 days.
Consequences,
Alternative and Failure to pay on time will affect your ability to charge
Contact merchandise at our store. If you want to discuss your account,
call me at 047-555-9875. Perhaps we can arrange a more
Indicate Goodwill comfortable payment plan.
Thank you for your immediate attention.
Truly yours,
Mary J. Santiago
Credit Manager
61
3. Inquiry
This letter inquires why the bill is not being paid. At assumes that the bill is
overdue. It is a good idea to follow this letter with a personal phone call inquiring
about the payment delay. If another agreement is reached, send a copy of the new
payment plan to the recipient. Continue to follow up letters with phone calls to
maintain open communication.
South Luzon Wear

September 5, xxxx
Ted Wilson
515 Ramey Ct.
Laramie, WY 82063
Dear Mr. Wilson:
Inquire Is there some reason you have not paid your bill of
PhP3,300.00?
Indicate the Deadline
Indicate failure In the credit agreement you signed, you agreed to pay off your
bill in three payments. Your total bill is now overdue. Please
send PhP3,300.00 within 10 days. If you have any questions or
concerns regarding this bill, please contact me at 047-555-9875
by September 10.
Indicate the
Consequences Failure to send the full amount by September 15 may mean that
your bill will be turned over to a collection agency. Your
prompt attention is urgent to protect your credit.
Truly yours,
Mary J. Santiago
Credit Manager
MJWL: cjl
62
4. Urgent Notice
This stage according to Bovee and Thill represents a significant escalation. Both
further emphasized that the purpose of this letter is to convey the desire (on the
part of the creditor) to collect the overdue payment immediately. In sum, this
letter carries a message, which communicates a sense of urgency.
South Luzon Wear

November 5, xxxx
Ted Wilson
515 Ramey Ct.
Laramie, WY 82063
Dear Mr. Wilson:
State the Situation Your bill of PhP3,300.00 is now 60 days overdue. Please send
Indicate Grace $319.04 within 10 days if you cannot send the amount, please
Period (indicate call me at 047-555-9875.
alternative, if agreed)
Failure to respond may mean that your bill will be turned over
Indicate Probable to a collection agency. Thank your for your prompt attention.
Consequences
Truly yours,
Mary J. Santiago
Credit Manager
MJS: cjl
63
5. Final Notice/Ultimatum
This letter is the final notice the customer receives. It gives the customer an
ultimatum: “if you do not respond, this will happen.” This letter finally encourages
the debtors as pointed out by Bovee and Thill, to reevaluate their priorities and
send the payment immediately.
South Luzon Wear

December, xxxx
Ted Wilson
515 Ramey Ct.
Laramie, WY 82063
Dear Mr. Wilson:
State the Situation Your bill of PhP3,300.00 is now 90 days overdue.
State the Deadline You need to pay the total amount immediately.
Indicate the If your payment in full is not received by December 10, your
Consequences bill will be turned over to a collection agency.
Very truly yours,
Mary J. Santiago
Credit Manager
MJS: cjl
Discuss the twin purpose of credit and collection letters and how they are achieved.
64
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
__________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_________________________________

Post-Test: 20 pts.
Directions: Write a letter of a short bond paper, handwritten, modified semi-block

style. Create your own company name & company logo, including
address.
You have exhausted all the means at your disposal including the involvement
of a collection agent, yet it all failed. You are now faced with only one option, that is,
the institution of a legal action to collect from your delinquent client. Write an
ultimatum letter on a short bond paper, handwritten using black pen, modified block
format..
1. Identify the basic guides in preparing credit and collection letters.
65
2. Compare and contrast the points of emphasis in the five specific types of
credit and collection letter.
Lesson 3: Writing Claim and Adjustment Letters
Basic Guides in Preparing Claim Letters
66
Farol (1987) affirmed as an accepted fact that in every business transaction,
over sights and omissions could not be avoided. Letters making claims should aim to
get these errors rectified as quickly and as satisfactorily as possible and to provide a
safeguard against their recurrence. A brief, courteous, and definite letter giving the
facts leading up to dissatisfaction and either requesting an explanation or asking for
an adjustment will best accomplish this.
Below are some useful suggestions:
1. Make certain that you have a good cause for complaint.

2. State your claim calmly, tactfully, and positively.
3. In simple, routine cases where the responsibility for the mistake is
apparent, claim letters need to be specific, concise, and courteous
statements of facts.
4. For special claims, longer, more detailed, and more emphatic letters are
required. Special claims involve controversial issues, repeated and
irritating mistakes or considerable sums of money.
Sample Claim Letters’

Sample A.
Dear Sirs,
Our Order no. 1234
Due to the failure of your company to deliver on schedule the goods we

ordered, we were unable to complete the shipment on SS Export Helper. If
you will recall, when we replaced our order we specifically made it known to
you that it had to be delivered in time for us to make a shipment today, and
that any late delivery would result in having to incur the extra expense of flying
the goods out to Sardinia.
The airfreight charges which your late delivery has caused us amount to PhP
10,000. We wrote to your company to reimburse the sum, failure to comply on
your part will force us to place the matter in the hands of our lawyers for legal
proceedings.
Dear Sirs
Yours faithfully,
Our Order no. 1234
NOEL CHAVEZ
We refer to condition 5 of our Conditions of Sale. In breach of the condition,
Marketing
you have Manager
not given us a date for delivery of the third instalment of the goods
ordered. These goods are now manufactured and have been ready for
Sample B.for the past weeks. Damages at the rate of P2,000 per week are
delivery
being incurred. The sum of this amount will be added to our next invoice.
Yours faithfully,
Sample C.
67
NOEL CHAVEZ
Marketing Manager
Sample C.
Dear Sirs
Your Order no. 1234
Yesterday we notified you that your orders for the goods with Order no. 1234
were ready for delivery. You informed us that because of a change in your
requirements you no longer wished receive them.
Because of the fall in the value of copper, the price of these goods has fallen
by 10 percent.
In an endeavour to mitigate the loss that we have suffered by your default, we

have sold the goods at the best price that could be obtained in the open
market, which has P50,000.
We accordingly enclosed our invoice for the amount of P6,000 made up us

follows:
Agreed price 55,000.00
Cost of resale 1,000.00
Less proceeds of sale 56,000.00
50,000.00
6,000.00
We trust the unpleasantness of litigation can be avoided but, unless we
receive a remittance from you for this amount, we shall be compelled to
instruct our lawyers to commence proceedings for its recovery.
Yours faithfully,
Basic Guides in Preparing Adjustment Letters
The adjustment and settlement of a claim, according to Farol (1987) is

considered rightly as one of the most important problems in business
correspondence, because it affords an exceptionally favourable opportunity to
68
manage and serve a customer or client who has had cause for dissatisfaction so as
not only to keep him, but also to make him a permanent patron and willing advertiser
of the company. To attain these ends, it is imperative first of all to give the
complainant immediate attention.
Below are some useful suggestions identified by Farol:
1. No matter who is at fault, and no matter how abusive the language or how
distressing the spirit it shows, he who answers the complaint should do so
courteously, definitely and apparently with cheerfulness.
2. Positive suggestions, admissions of error, and sincere statements of regret
are of immense value.
3. Sympathize with your client/ customer. Let him/her know that you
appreciate the feelings expressed in his letter.
Sample Adjustment Letters
Sample A.
Subject: Non-receipt of Umbrellas
Dear Sirs,
We can understand your displeasure at not having received the umbrellas you
ordered on May 10.
Delivery orders for umbrellas take two to three weeks. Our salesmen have
been instructed to inform customers about this. Apparently you were not told it
would take that long; and we are very sorry for the oversight.
However, your umbrellas are now ready and will be sent to you at once. You
should receive them about the same time as this letter.
We hope you will forgive us for the delay, and that you will thoroughly enjoy
your purchase.
Sincerely yours,
Bella M. Tuazon
Purchasing Manager
Sample B.
69
Subject: Good Damaged During Shipment
Dear Sir,
Thank you for your courteous letter.
We sincerely apologize that the goods arrived in poor condition. It was

apparently damaged during shipment.
We are sending you another lot at once doubly well packed this time to make
sure it reaches you safely. The courier company, which delivers it, will pick
up the damaged goods.
We hope that you have not been inconvenienced, and that you will enjoy
your purchase for a long time to come.
Sincerely yours,
Bella M. Tuazon
Purchasing Manager
How would you go about writing an effective adjustment letter? Explain.

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_______________________________________________________
How will you apply what you have learned from this topic to your daily living? How
can you apply your writing skills in your daily lives?
___________________________________________________________________
___________________________________________________________________
70
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
_______________________________________________________

Post-Test: Quiz No. 4 (20 pts.)
1. Write a claim letter on a short bond paper, handwritten using black pen, following
semi-block block style.
Situation: Last month you sent your family doctor a remittance of P10,000 paying
your account in full. You have your cancelled check as receipt. The first of this
month, you received for the second time a statement for the same amount. Write a
letter to the doctor, stating the situation and inquiring what is wrong.
1. Write an adjustment letter on a short bond paper, handwritten using black pen,
following full block style.
Write a reply to the situation above.

How important it is-- knowing and familiarizing yourself in different kinds of business
letters?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
Final Requirement
1. Submission on November ____, 2020. If you have internet, send it to my gmail

3. We will meet face-to-face for further instructions on ______________________.
UNIT 5 Written Communication: Making Reports
Lessons: Lesson 1: Report Categories and Functions

Different Types of Reports
Formal and Informal Reports
71
Lesson 2: Structure & Sample of a Feasibility Report
Lesson 3: Memorandum / E-mail /

Minutes of the Meeting
Learning Outcomes:
1. Identify the functions or reports.
2. Understand the difference between long and short reports and formal and
informal reports.
3. Prepare samples of the different kinds of reports.
4. Differentiate the different formats and styles in report writing.
5. Construct a Feasibility Report
6. Compose an Inter-Office Memorandum
7. Prepare a sample of Minutes of the Meeting
Lesson 1: Report Categories and Functions


Pre-Test
Sample of an Introduction: (10 pts.)
I was asked to investigate the purchase of new office equipment by the Front Office
Manager Mr. Chris Davies. We need new copiers and printers for the front office and
business center.
Mark T for each of these opening statements fits the functions of connecting the
reader to previous instructions in either email or memo form.
______1. An updated Health Club would be popular amongst our guests, and the
inclusion of boating and canoeing on the Tonle river will be a rare and
exciting experience for them
______2. Over the last few months, the bird flu outbreak resulted in a sharp drop in
tourist numbers. Now that the health authorities have it under control,
things will go back to normal but we expect a slow period of another 3
months. The Managing Director has asked me to investigate and
propose new marketing plans to increase rom occupancy in our hotel.
______3. Therefore, I like to propose a new proportional free and easy package for
ASEAN neighbours.
______4. This is a brief trip report to discuss my visit to the new InterED training
premises, its relevance to our hotel staff training program, and benefits
our staff will accrue from attending training. The Cambodiana training
provide staff with the following:
 Increased self esteem
 Increased confidence in using English
 Renewed sense of customer service responsibility
72
______5. I hope Baybridge, New Haven, and West beach will continue sponsoring
IATA conferences at Cambodiana Hotel apartments. It will undoubtedly
give local tourism a boost, besides increasing our revenues through
improved occupancy rate, and patronage of our restaurants and shops.
What do you need to know? Lesson Proper

Analysis
Report Categories and Functions
Reports are used to convey factual, objective, and informative content. They are
purpose driven and socially staged kind of writing; rather formal in nature depending
on their contexts of use. Each type of report has a culturally predetermined,
formatting structure and presentation – documenting form, which you have to follow
or adapt.
 To convey / exchange information in a substantial and concrete form

 To present findings of a routine or special nature
 To take the place of a face-to-face communication situation
Reports can do one more of the following
 Provide routine information

 Investigate a situation
 Answers inquiries
 They can be highly formal or informal
Report is a regular way of transmitting information between departments within

Government, within Corporations, commercial businesses, Scientific laboratories,
and associated industries. Written reports include a range of informational and
analytical – problem – solving reports.
Different Types of Reports
The following reports all present information but each has a different purpose. The
specific purpose usually defines the report type and hence gives it its name.
 General Report – covers any possible topic, new or growing tourist markets,
customer service development, and promotional prospects of launching hotel
conference catering, plans for renovation; building extension, make feature
problems that require solving, and recommendations.
 Project Report – recount progress, history, future work projects. Some

establish guidelines to safety, equipment operation, food and beverage
supplies, sourcing of supplies, staffing, training, etc. Such reports could be
written before, during and after the project.
 Evaluation Report – studies a project in detail and estimate the outcome

according to a set of criteria.
73
 Progress Report – written regularly; this report tracks job done, or an on-
going transaction.
 Hazard / Accident Report – recounts incidents, mishaps, providing

background materials, recommends safety measures to prevent occurrence.
 Incident Report - tracks an incident, safety issues, union related problem,

customer, vendor conflict.
 Customer Trouble Report – describes and evaluates customer complaints in

order to recommend problem solving steps.
 Trip Report – documents fact finding experience after visiting some site,
documenting situations, sharing information, or value of training, sometimes
presented orally.
 Job Estimate & Quotation Report – after studying customer needs, this
report is written to inform the customer of the proposed work to be done for
them, confirming a time period, settling price and venue of work. Often
persuasive in tone and uses language of sales.
 Proposal – often solicited, sometime unsolicited, this report gives a rationale

for the proposal, supply greater details of the proposed project, and suggest a
time line for completion. Avoid advertising language, opt for a professional
tone telling what you can do and achieve within a specified timeframe.
Planning the Report
A report is a much lengthier and more complex document than a business letter.
More detail and care is needed in planning for a report, in the interpretation of data,
sequencing, and drafting. Since the writer has been entrusted with the responsibility
for the intended research and subsequent recommendations, the format used must
present the facts in such a manner that the target audience will be able to grasp the
reasoning behind the recommendations made, and follow through.
Steps in Preparation of Report
1. Assembly and Selection

 Recorded means
 Investigated means
 First-hand means
2. Organization and Presentation
 Write for the target audience
 Collect more information than is necessary
 Have a logical system of data arrangement
 Sectionalize items of data
 Decide on a title
 Verify facts again before final writing
Short and Long Reports

74
Reports can vary from simple one-page memo reports to long, formal reports of 80
pages. The relative size and length depends on the purpose it is intended and where
it is used. Short and effective reports are preferred. Longer reports such the Annual
General Financial Reports tabled in the Annual General meetings are common.
Monthly financial progress reports are prepared on regular basis.
Shorts Reports
The subject matter is usually fairly simple. The format follows business letter-writing
style or memorandum.
1. Terms of reference
2. Investigate methods used
3. Findings and interpretations
4. Conclusions drawn
5. Recommendations and follow-up
Long Reports
More sections are needed because it is of a longer length. These reports are in
tabular, schematic, or paragraph form:
1. Title page
2. Table of contents
3. Synopsis
4. Body:
 Introduction
 Investigative methods
 Findings
 Conclusion
 Recommendations
5. Acknowledgements
6. Bibliography
7. Appendices
Language of Usage
1. Use reported speech for reports as they are describing research that has
already been conducted and will be read after the event.
2. Do not use inverted commas
3. Present tense is changed into past tense; past tense is changed to the perfect
tense. Verbs in the future tense is changed to the conditional verbs.
4. First second person pronouns are changed to third person pronouns, or to the
specific names of place and people
5. Indications of place become more remote in time-e.g. ago becomes before,
yesterday becomes the previous day etc.
6. Avoid ambiguity
7. Choose simple over complex words
8. Style:
75
 Uppercase
 Underlined
 Italics
9. Use a system of decimals for referencing
Presentation of Report
1. Reports must be schematically presented

2. Use sufficiently wide margins
3. Sign and date reports
4. Follow in-house styles or the basic format of reports
5. Present all reports impersonally
6. All reports should be written objectively
7. Remember the correct forms of address and tone as appropriate for the
intended target audience
8. Proofread all reports before submission.
Drafting the Report
When you draft the introduction of the report you have to connect the reader
to the background and purpose of the report, and any previous instructions given to
you either in the form of a memo or email by some higher authority.
Origin of Reports
Some higher authority usually requests analytical problem solving reports. In an

educational business for example, the Managing Director may have to write several
types of reports to the Board of Directors; Occasionally, someone without prompting
takes the initiative to pinpoint a problem and offer solution, unsolicited; e.g. The
Guidance and counselling department of the school may write a report on how to
resolve student’s complaints, or the maintenance writes a housekeeping plan to
improve orderliness in the school.
Instruction to conduct reporting and research comes in the form of a memo or email.
The terms of reference or brief usually serve as a guideline to the origin basis of the
report. These instructions are usually mentioned in the Introduction section.
Formal and Informal Reports
Formal reports – purpose usually defines the type of report you have to write.
Problem solving or analytical reports have structures that are more elaborate. In
formal reports you need to conduct research, draft and assemble information under
Headers and subheaders, construct visual illustrations, derive conclusions, and
make recommendations.
 Parts of a formal report include the following:

 Cover Page / Letter of transmittal
 Title Page
 Abstract, summary, or overview
 Table of contents
76
 List of illustrations
 Technical sections
 Conclusions and recommendations
 References
 Appendices
Informal reports – have simpler organizational structures. Most of the Headers or

subheaders are determined by the content and angle which you want to present the
information.
e.g. Neutral header WHO Health Advice

Headers with subjective WHO Health Alert Deadly Virus threatens
angle Asian Tourism.
Short Format Reports
These are problem-solving type of reports usually exist in any company. They are
short, and effective in communicating day-to-day problems.
Sample of an Model Short Report
Hotel Front Office New Equipment Purchase
Introduction:
I was asked to investigate the purchase of new office equipment by the Front Office
Manager Mr. Chris Davies. We need new copiers and printers for the front office and
business center.
1. I obtained the catalogue of printers and scanners from our Angkor Electronic
store
2. I discussed this issue of replacing our current machines with the Cambodiana
Front Office and Business Center staff.
3. I took into account all their complaints, and noted their preferences.
4. I spoke to the Managers in the other hotels such as Intercontinental hotel
ragrding what models they had purchased.
5. I obtained the price quotations from 3 different suppliers in Phnom Penth.
Discussion:
The majority of the managers and our hotel staff expressed interest in the Cannon
printer & scanner series. Our competition had also indicated preference for the
Cannon series. They cited after-sales service as the deciding factor in making their
choice.
Conclusion
From the study, I conclude that …
Recommendations
The Cannon Printer Scanner series are the best models in the market. I recommend
77
the following:
Mr. David Shupanovon
Front Office Manager
Feb 28, 2014
What Have You Learned?
Post-Test
Directions: From the different types of reports, choose at least five 5, and construct
your own reports. Write/type each report on a short bond paper, addressed to your
subject instructor as the General Manager and sender is your name as Supervisor.
Please follow the format below. (10 pts. each report)
SAMPLE FORMAT OF A REPORT
COMPANY NAME
ADDRESS
Date : October 8, 2019
To : ARACELI M. RECLUSADO, Operations General Manager
From : ANGELICA GARCIA, Manager
Copy : File, HR
Subject : Trip Report October 1-5, 2019
Please find the narrative repot of my trip to Cebu, dated October 1-5, 2019, attending
a seminar entitled “Marketing Strategies and Risk Management.”
Day 1, October 1,2019. Arrived in Aloha Hotel, Cebu City at 8:00 A.M. After
breakfast, we had out first resource speaker, Dr. Nathaniel Cruz, a respected
professor from University of the Philippines, who discussed to us how to
strengthen the Marketing Strategies…
Day 2, October 2, 2019……….
Day 3, October 3, 2019……….
Hope you will find everything in order. Should you have any comments about this
report, I shall be glad to discuss matters with you personally at your most convenient
time. Thank you!
____________________
Sender’s signature here
78
Lesson 2: Feasibility Reports
Formatting structure
Functionally, a feasibility study usually analyses a problem and its implications,

evaluates alternative options, and recommends a specific action plan. These studies
are undertaken in technical contexts such as engineering wherein someone is
interested in establishing if something can technically executed, or performed.
The other more general application of conducting a feasibility study is based on

evaluating e phenomenon according to some criteria, or standards of judgement.
This is usual before a business intends to carry out investment in equipment
purchase, or a hotel in launching marketing plans.
When two or more options are compared, there has to be some yard stick for
estimating which is a better option. Normally, the following measuring values are
used:
 Effectiveness – will the option solve the problem effectively? How do we

know? Why?
 Desirability – does the solution have any undesirable effect? What are they,
why?
 Affordability – what is the cost of the solution? Will it cut costs in the future,
what are the maintenance costa?
 Preferability – is the solution better or are there possible solutions.
These values can be changed according to the contexts of the report’s content. In
general they may be used in hotel reports.
Structure of a Feasibility Report
79
Foreword
For all readers, especially managerial

Summary
and non-specialist readers
Discussion
Introduction to the discussion
Essential supporting details and

Proof and development of claims arguments for technical or specialist
readers
Conclusion and recommendations
Nonessential but supporting information

Appendixes
or disruptively long information
Sample of a Feasibility Report
Date: March 3, 2014
Ms. Patrielle M. Jupiter

To: Front Office Manager
Baguio Hotel
Angelo Handsome
From:
XTexh IT Engineers and consultants.
Subject: Color laser Beam Printer Comparisons
Attachment: Color laser beam printer testing technique

Chief Accountant Baguio
Cc: Mr. Wendell M. Midluck
Hotel
Ms. Danielle Sleepy Accountant Baguio Hotel
FOREWORD
The front office needs new color printers to meet all the Hotel’s printing needs,
including colored announcement posters, travel brochures, monthly in-house
magazines, and Newletters. The old color printers are obsolete and image quality
fail to match the expectations of our Hotel standards. Prior to purchasing, you asked
us to perform a feasibility study on the models now out in the market.
For this purpose, a budget of P 50,000.00 pesos was allotted, and a survey of a
models in market was made to determine possible choices. I was assigned to review
the choices, select the best one, submit it to a feasibility test, and, if it seemed
feasible, identify the positive and negative features of the selected models. This
80
report presents initial information and comparison of two models.
COLOUR LASER BEAM PRINTER

In an attempt to find a replacement for our color printers, a survey of the field turned
up two alternatives: the colored laser beam printer models LBP 2410, ad IRC 624.
Each printer alternative was studied for effectiveness, technical feasibility,
desirability, affordability, and preferability. As a result of this study, I recommend the
IRC 624 as our solution: it meets all of criteria, whereas the other failed to do so. An
initial cost estimate of buying and maintaining the printer is 50,000.00 pesos, but we
managed to keep it below 43,000.00 pesos, well under budget. Having tested out
both printers, I am confident that our choice is the best and it will eliminate the bottle-
necks in the Front Office printing operations.
DETAILS
I. The Problem and its Background
The problem arises out of the fact that our XENIX Printers are outdated. They are
known for their poor print quality and low reliability. These machines were
produce a decade ago, and the technology obsolete. The level of print quality and
output is no longer acceptable. The printers’ color separation of the printer is
idiosyncratic; some times it is satisfactory, mostly it is not. Much time is wasted in
re-printing to obtain the best copy.
The importance of having dependable high quality output cannot be over

stressed. An updating of our printers is needed to reduce the risk of slow output
from our media and communications personnel.
II. Argument for the IRC 624 Printer Model
A. Criteria for Judgement

The solution must be capable of providing accurate
1. Effectiveness:
copying of images
The solution must compatible with our present computers
2. Feasibility:
and XP programs.
The solution should be flexible to handle all Hotel printing
3. Desirability:
needs fast.
The solution purchase and implementation costs should
4. Affordability:
be less than the allotted $1000
A solution that stands out because of outstanding
5. Preferability:
features such as speed, quality and reliability.
B. The IRC 624 Printer as the Recommended Solution
I recommend the IRC 624 as the solution to our problem because it meets or
exceeds all of the given criteria.
It turns 6 color pages per minute whereas the LBG only
1. Effectiveness:
4.
These printer uses conventional colors reload cartridges.
2. Feasibility: We have the personnel and the expertise of our in house
personnel to operate and maintain the printer.
This printer is well documented and manuals available
3. Desirability: for use by the general public. No other training is needed
to operate the machine.
4. Affordability: This RIC 624 is estimated to cost 700 USD. Our survey
81
and in-house discussions gave an initial budget of
$1000.
5. Preferability: This printer outranks the other on more than one feature.
C. Rejection of Alternatives
1. The LBG printer was rejected for failing to meet the desirability criterion.
Its manual was complex and difficult to understand. It did not come with a soft copy,
which would be desirable.
2. The Printer LBG was rejected for failing to meet the effectiveness criterion
under certain conditions
III. Development and Implementation of the Testing Technique
A. Brief Explanation of the Technique

We tested the printers for a 24 hour operation routine printing process. Both were
made to print out last month’s quota of materials. The overheating in the LBG model
told us it was not up to the demands the hotel will make on it. It finally burn out within
13 hours of use.
IV. Conclusions
I recommend Purchasing the IRC 624 Laser Beam color printer. Although it is more
expensive but it will save us the cost of replacing it often. It comes with an on site
warranty. It has proven itself to be the more robust printer.
MODEL LBP - 2410 IRC 624

Printer Type A4 size Color Printer A3+ size Color Printer
4 pages per minute
6 pages per minute (color)
Printer Speed 16 pages per minute
24 pages per minute (mono)
(mono)
9,600 equivalent x 600
Print Resolution True 600 x 600 dpi
dpi
Color Canon Advance
PCL 5C & Built-in
Printer Language Printing Technology
Adobe Postscript 3
(CAPT)
8MB Standard with Hi-
64MB Standard, max 256MB c/w
RAM on Board SCoA (Uses PC
6.0 GB HDD
memory)
Warm Up Time 0 sec Less than 30 sec
Interface USB 2.0 High Speed Parallel
Optional AXIS-1611
Network Capability Built-in Ethernet 10/100 base T
Network Card
Operating System Windows Windows & linux 2.2x
EP-87B (5000 pages)
iRC620B (17000 pages) iRC624C/
Toner Cartridge /EP-87C/ EP-87Y/ EP-
iRC624Y/ iRC624M (8500 pages)
87M (4000 pages)
Warranty 1 year on-site warranty 1 year on-site warranty
Weight 15 kg 36 kg
RRP 788 UDS 723
What Have Your Learned?

Post-Test
82
Directions: Following a sample format of feasibility report, search and compose your
own feasibility report on a short bond paper, handwritten or typewritten is acceptable.
Choose only one office equipment below for your feasibility report:
Desk top computer CCTV

Internet provider Company service vehicle
Telephone units Shredder
Split-type airconditioning Facsimile machine
Floor-stand airconditioning Office tables
Lesson 3: Memorandum / E-mail / Minutes of the Meeting
A. SAMPLE FORMAT OF A MEMORANDUM
COMPANY NAME
ADDRESS
MEMORANDUM NO. 2019-009
Date : October 8, 2019
To : ALL EMPLOYEES
From : ANGELICA GARCIA, Personnel Manager
Copy : File, HR
Subject : Christmas Bonus 2019
Christmas spirit is just around the corner! Since it is going to be the most wonderful
time of the year for all us who give our utmost support and effort to the success of
the company, we are pleased to inform all employees that our Christmas Bonus
2019 will be reflected to our ATM account on or before December 1, 2019.
May we all feel the spirit of the holiday seasons! Thank you!
____________________
Sender’s signature here
B. SAMPLE FORMAT OF E-MAIL
Unit 4 to 6 TM Module
Inbox x
83
KatriNina Santiago Sep 21,
2020, 9:58
AM (2 days
ago)
to me
Good Morning resending Unit 4 to 6 Thanks

Attachments area
ara reclusado <reclusadoara@gmail.com> Sep 22,

2020, 8:47
AM (1 day
ago)
to KatriNina
Got it, thanks!
C. SAMPLE FORMAT OF MINUTES OF THE MEETING
COMPANY NAME
ADDRESS
MINUTES OF THE MONTHLY MEETING

(October 31, 2019)
Attendees:
1. 6.
2. 7.
3. 8.
4. 9.
5. 10.
The General Meeting for the month of October 2019 was called to order by
the President, MS. ANGELICA CRUZ,. held on ___________________, 9:00
A.M. at Board Room. The meeting was formally started with a prayer led by
___________________..
The first agendum of the meeting was the…….

The second agendum was the ………………
84
The last agendum was the presentation of ….
Other matters discussed during the meeting:
1.
2.
3.
4.
5.
As all other pertinent concerns were dealt for the time being, the meeting was
adjourned at exactly 11:55 A.M., with the same number of attendees.
Prepared by:
_________________________________________
Minutes Taker
Attested by:
_______________________________________
President
Information Reports – Activity
First, skim and scan the Information Report on Health Alert issued by WHO (World
Health Organization); next, determine which paragraph goes with one of the Headers
listed after the passage. Find suitable Headers for each paragraph, the first has been
done for you.
January 26, 2014

Travel advice issued as bird flu spreads across Asia
FROM AGENCIES AND RICK MARTHER BROWN
_____ (A) The Foreign Office has issued warnings for tourists traveling to three
Asian countries affected by the outbreak of so-called bird flu. The FO has advised
travellers against coming into contact with live poultry in Thailand, Vietnam and
South Korea. “Travelers are advised to take sensible precautions such as avoiding
bird markets or farms,” the advice reads.
_____ (B) The virus, which has killed at least seven people and millions of chickens
across east Asia, claimed its latest young victim in Thailand, as health authorities
admitted today that the contagion has spread as far west as Pakistan. Thai
authorities said that five other people are suspected to have died on bird flu. Health
officials in the southern city of Karachi announced today that 3.5 million chickens
85
died there in December, bringing to eight the total number of Asian countries known
to be stricken by the virus. Within the past two weeks, the epidemic has appeared in
Vietnam, South Korea, Taiwan, Japan, Cambodia, and Thailand. Indonesia admitted
over the weekend that it has lost nearly five million chickens since last August, two-
fifths of them to bird flu. Tests were being carried out to confirm whether the disease
has also killed chickens in Laos. In Bangladesh, a mysterious to have killed at least
15 people.
_____(C) The Government of Thailand, which has been accused of endangering
lives by concealing its fears about the epidemic, confirmed that a six-year-old boy
died of bird flu in a Bangkok hospital late on Sunday. Captain Boonmanut, who
apparently caught the virus from an infected chicken in his home in Kanchanaburi
Province, is the seventh person to die, following six confirmed deaths in Vietnam. All
but one of the casualties has been children. Charal Trinvuthipong, disease control
director at Thailand’s Health Ministry, said that among the five suspected to have
died from the disease were two women and three men from two provinces, central
Sukhothhai and Chachoengsao, east of Bangkok. “There are ten suspected cases,
with only five of them, who are children, still alive. We are waiting for lab test results
for all of these cases,” he said in a statement.
______(D) After months of denying the existence of the bird flu epidemic, Thaksin
Shinawatra, the Thai Prime Minister, admitted that his Government had hidden its
suspicions about the presence of bird flu in Thailand to avoid spreading panic. “The
Government knew, so why didn’t they tell the public so that we could protect
ourselves?” said Chamnan Boonmanut, the father of the dead boy. Nobody wants to
get sick and die.” Governments across the world have banned imports of poultry
from the infected countries which have responded by slaughtering millions of
chickens to isolate the virus. “In Thailand, teams of soldiers dressed in face masks
and rubber gloves have moved from province to province stuffing the chickens into
plastic bags and burying them alive.
_____(E) The economic effect of the epidemic is significant in Thailand, which

exported $1.3 billion worth of chickens last year. But the greatest fear is that the
disease will begin to spread among humans, potentially a disaster on the scale of the
Spanish flu which killed tens of millions worldwide after World War I. so far all the
known human infections are believed to have been contracted from the faces,
feathers and saliva of infected chickens.
_____ (F) But officials of the World Health Organization (WHO) fear that the virus
could enter the body of a person infected with conventional human influenza and
mutate into a new virus for which people have no immunity. This could result in a
pandemic much worse than the outbreak of Severe Acute Respiratory Syndrome
(SARS) which killed almost 800 people worldwide last year. Most experts agree that
a new influenza pandemic is inevitable and possibly imminent,” Dr Hitoshi Oshitani, a
WHO official based in Vietnam, wrote recently. “The biggest one of all in 1918 and
1919, caused an estimated 20 million to 40 million deaths … the implications for
global economies in terms of lost industrial output, reduced international travel and
the financial burden on health systems are obvious.” The last major outbreak was in
Hong Kong in 1997, when six out of 18 humans infected by the disease died.
According to the WHO, the virus has mutated since then, prolonging the job of
creating an effective vaccine. “we have to start again from this virus,” said Peter
Cordingley, a WHO spokesman in Manila. “We don’t know how this virus is
spreading and so it’s safe to presume that nowhere can consider itself safe. The
challenge is growing by the day.”
86
_____ (G) Just as the fight against SARS was hampered by China’s reluctance to
admit the extent of the virus, so Indonesia and Thailand appear to have kept news of
the virus from their own people.
The Jakarta Post reported today that the Indonesia Government knew of the
presence of the disease last August but kept it secret due to political pressure. “The
Government was prevented from publicly announcing the disease immediately
because of a business men’s lobby,” said Marthen Malole, of the Bogor Institute of
Agriculture, told the paper.
Next, match up the Headers below with the Travel Alert Report above. Write the
number of the Headers in the Report. Make sure the Headers clearly reflect the
content.
1. WHO Fears Virus Mutation & Lack of Human immunity

2. Thailand’s Initial Denial and Cover-up
3. Asian Governments Guilty of Non-disclosure despite knowledge of Virus
4. Foreign Office Travel Warnings: Bird Flu Virus Alert
5. Swift Spread of the Deadly Virus
6. Devastating Economic and Social Impact
7. Thai Prime Minister confess to cover up
How can you apply your skills in writing reports in your daily lives?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
How Much You Have Learned?

Post Test: Quiz No.5 (20 pts.)
1. Construct a sample of an Inter-Office Memorandum
2. Assuming that you are the Secretary of the school’s organization and was
assigned to prepare the Minutes of the Meeting.
Agenda: 1. Intramurals on December 2
2. Foundation Week

Send an e-mail to your subject instructor (to me) and attach your Quiz No. 5.
Final Requirement
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Schedule of Submission of Chapter 3 Activities/Quizzes/Assignment
1. Submission on November ____, 2020. If you have internet, send it to my gmail

3. We will meet face-to-face for further instructions on _______________________.
UNIT 6 Written Communication: Personal Business Letter
Lesson 1: The Resume/Curriculum Vitae and Its Functions

Major Sections of a Cover letter to Resume/CV
Lessons:
Lesson 2: Job Interview (Before, During, and After)
Learning Outcomes:
1. Understand the functions of a resume or curriculum vitae (CV) and cover or

application letter.
2. Select or choose the appropriate format of a resume or CV and cover or
application letter.
3. Make an effective layout and prepare a resume or CV and cover or application
letter.
4. Identify the techniques in organizing resume or CV and cover / application letter
contents.
5. Learn and apply language and styles skills in making resume / CV cover /
application letter.

Pre-Test (20 pts.)
Have you done your Resume? Enumerate the important parts of a Resume.
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Lesson 1: The Resume/Curriculum Vitae and Its Functions
Major Sections of a Cover letter to Resume/CV
Analysis
The Resume / Curriculum Vitae Preparation
Preparation for job applications is usually an essential component of the

communication part of business studies or secretarial courses including those
courses which touches personnel or general managements subjects. Most
candidates, even those already employed, will benefit from practice in writing a
resume/ curriculum vitae and cover / application letter.
Functions of the Resume / CV
 Introduction
 First step in the door
 Allows appraisal of potential candidates
 Self-portrait
 Details of educational and work experience
 Highlight skills and abilities
 Reveals other personal qualities
Many job seekers are unaware of the real significance of the resume / CV, and tend
to treat it as a routine document for administrative purposes.
To be effective the resume needs to be:
 Updated constantly
 Grammatically accurate
 Concise
 Presentable
Major Sections of a Resume
1. Opening Section
a. Your name, address [ school and / or home], telephone numbers, fax
number, or email address
b. Your job or career objectives
c. Your basic qualifications [optional]
2. Education
a. Schooling beyond high school: names and locations, dates attended,
degrees and certificates
b. Major, significant pertinent courses; academic honors; grade-point

average [if high]; special skills; significant achievements
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c. Positions, such as assistant to an instructor, grader, or research assistant
3. Work Experience
a. Employer names, dates, location; titles and
b. Position held; specific accomplishments preceded by a verb
c. Volunteer work
4. Achievements, Awards, Service Activities
a. School and Community Achievements, honors, publications
b. Travel, languages, self-support, other facts
5. Personal Data [optional]
a. Date of availability
b. Health, military service, hobbies
6. References [optional]
Sample of a Resume / CV
M A L A Y A M. H A G I Y O
NO. 1 UPPER SESSION RD, BAGUIO CITY, PHILIPPINES, 2600
PHONE [+63] 023-933-866 E-MAIL : MH@GMAIL.COM
PERSONAL INFORMATION
Citizenship: Filipino
Place of Birth: Baguio City, Philippines
Date of Birth: 01 June 1975
Status: Married
ABSTRACT
Highly motivated and versatile candidate for Doctor of Philosophy in Rural

Development, a graduate of Master’s of Arts in Education major in Educational
Management and with a Bachelor’s Degree of Education Major in Social Studies and
Political Science. Oriented and trained to provide effective and efficient service in
Educational Institutions, Non Government Organizations, Corporate Companies and
to the Community.
GENERAL SKILLS
Can perform the following jobs: Administrative; Supervisory; Teaching; Technical
skill Trainer and Community Worker and Organizer.
Prepare proposals, syllabus, curriculum, contracts and others.
Computer literate, Application of Microsoft Word and Microsoft Excel; Multi-media,

etc.
EDUCATION
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Doctor of Philosophy in Rural Development
Australia State University, Sydney, Australia 1998 – present
Courses:
 Manpower and Resource Development
 Advanced Research Management
 Planning, Implementation and Evaluation of Rural Development Project /
Programs
 Legal bases of Education Development Communication.

Dissertation:
A Comparative Study of the Women’s Economic Participation in Selected
Areas of Australia Graduated Cum Laude.
Masters of Arts in Education
University of Indiana, Indiana, United States of America 1995 – 1998
 Major in Educational Management

 Thesis: Managing Education in a Global Perspective: Theories and
Applications in Selected Industrial Countries.
 Graduated Cum Laude
Bachelor of Science in Education
Cordillera University, Baguio City, Philippines 1991 – 1995
 Awards and License: Ten most Outstanding Student of the Philippines

CAR Leadership Award; Consistent Dean’s List [Academic Scholar];
Civil Service License (Professional); Licensure Examination for
Teachers.
WORK EXPERIENCE
Indiana University, Indiana USA, 1995 – January 2004
College Professor
 Professor for various subjects, such as:
Sociology / Social Studies [Society, Culture and Family Planning, Social
Orientation, Asian studies, Western Civilization, world History] Political
Science [Political Ideas / Ideology] Ethics [General, Business and Applied
Ethics] National Service training Program – Civic Welfare training Service
[Human Capacity for transformation, Transformational Leadership, Project
Development and Management].
 Provided Academic and Non-Academic support and Advisory.

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 Organized and directed various co-curricular and extra-curricular
organizations.
 Designed different curricular for Pre-school, Primary, Secondary and Tertiary
education.
 Designed and conducted various seminars and workshops.
 Acted as a resource speaker of different seminars and workshops conducted
locally and internationally.
 Established affiliations between the school and the community.
Korean International School, Seoul, Korea 1990 – 1995
Academic Consultant
 Designed the English Curriculum of the school
 Taught ESL (English as a Second Language) in different levels entire Korea.
International Women’s Organization, Phnom Penh 1989 – 1990

Human Relations Manager
 Handled women’s complaint on various issues.
 Prepared monthly reports.
 Responsible for the staff and management.
Cordillera Cultural Center [NGO], Philippines 1988 – 1989

Community Organizer / Environmental Researcher
 Organized different Indigenous communities in the Northern Philippines and
coordinated the activities for capacity building programs.
 Conducted different seminars and workshops for the Cordillera people.
 Designed methods and strategies on how to organize and mobilize the people
of empowerment.
 Conducted an Environment research on Effects of the Mining operations in

the different parts of Banquet.
 Administered and supervised several peoples organizations.
 Advocated awareness building in various rural communities affected by
different forms of environmental destruction like mining and illegal logging
among others.
REFERENCES
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Dr. Wendell Smith
Academic Advisor and Programme
Development Manager
Australia State University
Telephone: (076) 012 888 444
Dr. Osky Zwarnevegger

International Consultant and Educator
Phonm Penh, Cambodia
Telephone: (855) 012 345 678
Dr. Bruceman M. Leech

Dean, Graduate School, Cordillera University,
Baguio City, Philippines
Senior Project Management and
Implementation Specialist
World Bank Flood Emergency Rehabilitation
Project
Cambodia Ministry of Planning,
Telephone: (855) 023 876 543
The Cover Letter / Application Letter
Also called the “cold contact” letter, the job application letter or, the resume cover
letter has one purpose: to attract the interest of your prospective employer to give
you a job interview. A resume could be called the shotgun approach-it covers much
material; a resume cover letter could be called the rifle approach-it focuses on
precise points.
Things to remember in making cover letter / application letter
 Make it brief but concise

 Highlight your good qualities not reflected in the cv / resume
 Try to relate it with the requirements needed for the job
 Organize your paragraphs by making it sound appealing
Major Sections of a Cover letter to Resume / CV
1. Obtain favorabie attention

a. Summary – select two or three outstanding qualifications.
b. Name – choose a known individual with whom the reader is familiar or the
publication in which the reader’s notice appeared.
c. Question – state one or two questions that suggest you are familiar with
the company.
d. News item – relate your opening comment to an item that appeared in the
national press.
2. Give effort to data, details in the middle paragraphs.
a. Education – be truthful as to degrees, majors, and minors.
b. Work experience – be precise about how previous experience trained you
for the current position.
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c. Personal attitudes, interests, and activities, qualities: relate, show how
your qualities can improve your performance with the announced job.
3. Focus on easy action in the last paragraph.
a. State when you are available on the phone or in person.
b. Ask if a local representative is in the area whom you could contact if the
home office is extremely distant.
Sample of a Cover Letter / Application Letter
The Human Resource Officer

Pact Cambodia, Phonm Penh
3rd Floor, Corner Sothearos and Sihanuk Blvd.
Tonle Bassac, Chamkar Morn, Phonm Penh
February 04, 2014
Dear Sir / Madam:
This is in response to your ad in Cambodia Daily that you are in need of employees
to fill various position in your organization. I would like to apply for the Country
Manager position which I believe best suits my training and educational qualification.
I am Malaya M. Hagiyoh, a graduate of doctor of Philosophy in Rural Development,

Master’s degree holder in Education and with a Bachelor’s degree in Education,
major in Social Studies.
Commitment and dedication are my most valued virtues when it comes to work.
These virtues serve as my driving force in carrying out effective and efficient service.
I am self-motivated and confident in my teaching and community organizing abilities
and have eight (8) years of experience in the NGO work. I am good with people of all
ages and enjoy new challenges at work.
For more details about my background, please refer to my curriculum vitae. I am

available for an interview at your convenience.
Thank you for your consideration.
Respectfully yours,
Malaya M. Hagiyoh
(applicant)
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How can you apply your skills in writing a resume and application letter?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
____________________________________________

Post-Test – Quiz No. 6
1. Prepare a creative resume following a sample on our lesson. Research for

the appropriate creative resume with your 2x2” photo. Use a short bond paper,
printed.
2. Research for a job vacancy, you may copy and paste it on piece of bond
paper.
3. Prepare an application letter to the job vacancy you have searched from the
internet.
Lesson 2: Job Interview
An employer will invite you for an interview if they believe that you have the skills to
succeed at their company. In the interview, they will seek to evaluate your genuine
interest in the company and the role, your preparedness for the position, and your
potential to add value to their team.
Your answers to the questions they ask will help them assess your skills, experience,
and motivation.
BEFORE THE INTERVIEW

Research the Company and Industry
We often hear from employers that candidates do not know enough about their
companies when they interview. Employers gauge how interested you are by how
much you know about their organization. This research is an easy way to improve
your interview skills.
 Find out as much as you can about the position, company, and industry.
 Learn about current trends and events that might impact your future employer.
 Review the organization’s website and social media activity.
 Try to speak to people in the organization through LinkedIn, peers, faculty, or

family to gain insider knowledge.
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 Make sure that you reread the job description and can communicate why you
would be a good fit for the position.
IDENTIFY YOUR GOALS AND SKILLS: WHY DO YOU WANT THIS

JOB?
 It is important to have a purpose in mind and communicate it to the
employer. You will need to be able to show that you can support the
company’s needs.
 Think about how the combination of your work experience, personal qualities,
and academic or co-curricular activities make you uniquely qualified for the
position.
 Describe the skills in your resume with examples using the SARA method
(Situation, Action, Result, Application).
 Identify transferable skills and make the connection between your experience
and the position.
THE DAY OF THE JOB INTERVIEW, REMEMBER TO…
 Be on time! Arrive at least 10–15 minutes early.
 Bring the supplies you prepared the night before your interview.
 Be considerate and polite to ALL staff members. You never know who will
provide input for a hiring decision.
 Turn off all mobile devices.
 Avoid any scents or jewelry that may be distracting to the employer.
 Do not smoke right before your interview.
 Discard any chewing gum or breath mints before your interview.
 Be enthusiastic and smile!
DURING THE INTERVIEW
 Listen carefully to the interviewer.
 Make sure you answer the question your interviewer is asking.
 Relate your skills, accomplishments, and objectives to the needs of the

company.
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 Provide specific examples when possible using the SARA method
(Situation, Action, Result, Application).
 Focus on the positive aspects of your training and experience. You don’t have
to apologize for any perceived lack of experience or background.
 Observe the people and office space to get a sense of the company’s culture.
 If you do not have the interviewer’s contact information request a business

card so that you can send a thank you note.
AFTER THE INTERVIEW
Send a thank you note within 24 hours of the interview.
 Check out a sample thank you note for inspiration .
 If you do not hear from the employer after the hiring timeline they initially
indicated follow up professionally, and only once.
 Call or email the interviewer or human resources representative and inquire

about the position and the new hiring timeline.
 Evaluate your performance.
 Did any questions stump you? Now is the time to improve your answers for
the next interview.
 After a first round interview you may be called back for additional rounds of
interviews depending on the employer’s process.
 For those participating in On-Campus Interviews, keep in mind that second

round interviews are typically not held at CCE, but at company offices.
 Check out our resource on what to expect at a second round interview to

help you prepare.
 If a job offer is provided on the spot, which is uncommon, it is appropriate to

thank the employer and to tell them that you need more time to consider the
opportunity.
 At that point, ask about the company’s timeline and deadline for your answer.
How can you apply your knowledge about preparation for job interview?
97
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
____________________________________________

Post-Test (20 pts.)
Answer briefly the following Job Interview Questions – based on the Resume and
application letter you have in the previous lesson, together with a clipping of a
position you are applying for.
1. Tell me about yourself.
2. Why do you want this job?
3. Why should we hire you?
4. What is your greatest strength?
5. What is your greatest weakness?
6. Where do you see yourself in five years' time?
7. What motivates you to work?
8. If you will be hired, what do you expect from this company?
9. Can you work under time pressure and overtime?
10. What is your expected salary?
98
Watch any video of any job interview via Youtube or any media.
Write your reaction below.
Final Requirement
1. Submission on ___________________, 2020. If you have internet, send it to my

gmail address written on the cover page.
3. We will meet face-to-face for further instructions on ________________________
UNIT 7 Effective Telephone Communication

Telephone Etiquette
Lessons: Take Messages Over the Telephone
Lesson 2: Listening Practices

Learning Outcomes:
1. Understand the functions of telephone communication.

2. Observe telephone etiquette.
3. Take messages over the telephone.
4. Handle teleconferencing.
5. Identify limitations and problems of telephone communication
99

Pre-Test (20 pts.)
1. How many rings when you have to pick-up and answer the phone call?
Answer: ______________
2. If a caller wants to speak with someone who is not around, how would you
answer it?
Answer: _________________________________________________________
________________________________________________________________
3. If a caller wants to speak with your boss, but he is attending another call at the
moment, how will you respond to the caller?
Answer: _________________________________________________________
________________________________________________________________
4. If a caller asks you the cellphone number or address of your officemate, what will
you say?
Answer: _________________________________________________________
________________________________________________________________
5. Your boss asks you to order food for lunch. How will you start the conversation to
order food from Jollibee?
Answer: _________________________________________________________
________________________________________________________________
Activity (10 pts.)
Draw a Telephone unit at the right side of telephone labels. Connect a line to
each label.
Handset / receiver
Telephone number
Handset rest
Button / dial
100
Analysis
Functions of Telephone Communication
Telephone conversations supplement, or totally replace, face-to-face

communication. More recently, with the advent of teleconferencing, meetings with
clients or international offices have become more common, thus reducing or doing
away with the need to see one’s audience directly.
The problems that can arise out of non face-to-face or indirect communication are
many. Like all such processes however, there are ways in which to ensure the most
effective use of the telephone in business.
Telephone Etiquette
What is the significance of each of the following practices when answering telephone
calls?
 Cultivate a pleasant telephone voice and manner

 Answer by the second ring
 Greet the caller according to the time of day
 Identify the caller and yourself
 Ask: How may I help you?
 Transfer when necessary
 Do not leave caller on hold too long
 Say goodbye before hanging up
As the caller is unable to observe your non-verbal behaviour, it is essential that your
voice carry the right intonation and expression.
Voice Rules
 Be alert
 Be courteous
 Be natural
 Be distinct
Taking Messages
The advent of voice mail or electronic messages has made mechanical message
taking an often ineffective and incoherent practice. The purpose of telephone
messages is to convey accurate and timely information to the intended receiver.
Companies either use pre-printed forms, or more often, recycled pieces of paper
when taking telephone messages for colleagues. The following should be practiced:
Note immediately the relevant details of the caller
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 Name, designation, company and department.
 Contact number (cellphone number office etc.) and extension number if any.
 Date and time of call.
 A clear summary of the main points of the message.
 Things to be done by the caller.
 Make sure the telephone message is passed on (again, immediately) to the
intended party.
Effective Writing for Telephone Messages
The receiver should be prepared to take down messages at each telephone call, as
the time involved is limited. Actual writing of the message would depend on several
factors:
 Audience analysis
 Message intention
 Method
 Mechanics
These are important especially when note taking for senior staff or immediate
supervisors.
While on the telephone, jot down notes instead of actually writing the message in full
Mentally summarize relevant points especially if caller is long-winded or repeating

the same message
For personal business calls there are three possible levels of note taking for later
review:
 Very comprehensive
 Summary and supplementary diagrams
 Skeleton notes
Method to be used depends on the purpose of the notes
Use an abbreviated method of note-taking. Often, people will create their own
version of shorthand which they will practice in telephone communication.
 For example e.g.

 Compare with cf
 Note NB
 Company co
 Equals, same as =
 Leads to, results in
 Greater than >
 Inclusive of, plus, together with +
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Post-Test (20 pts.)
1. Discuss the functions of telephone communication.
2. Explain the importance of telephone etiquette in the business world.
3. How do you take messages of a caller?
4. What writing method is to be used in taking callers’ messages. Explain.
Lesson 2: Listening Practices and Telephone Courtesies
Duration: 6 Hours / Week 16-17
Activity: Watch a telephone conversation via Youtube, such as ordering food online,
inquiring tuition fees, hotel reservations, etc. Write you reaction below:
103
Listening Practices
The most important aspect of telephone communication lies in receiving and

interpreting the message correctly. Major problems lie in:
 Assuming data
 Colored perceptions
 Methods of recording
 Responding
Blocks to Listening
Most misinterpretations come about as a result of one or more blocks to effective

listening.
 Perceptions
 Mind reading
 Rehearsing
 Gate keeping
 Distractions
Remember the five ‘Cs’ of effective communication:
 Clarity
 Conciseness
 Completeness
 Concreteness
 Correctness
How to answer the telephone (Hotel Setting)
Task Procedures Standards

Incoming calls 1. Answer call within three (3) rings  All calls to be
 Externa 2. Greet using standard phrase i.e. answerd within three
l “Good Morning” / “Evening” (3) rings and
3. Give full hotel name i.e. “Hagiyo’s procedures followed
Hotel”  All calls answered
4. Listen carefully to caller’s request with a smile in your
5. Assist with queries where voice and friendly
applicable or pass call promptly tone.
to relevant department  Telephone must not
6. Ensure caller give correct name sound rushed
before connecting to guest room  Room numbers
7. Advise caller to whom / or should not be given
department the call is being to the caller
connected i.e. “Connecting you to
104
Reservation Department”
8. At the of a call, thank the caller
for calling i.e. “Thank you”
Task Procedures Standards

Incoming Calls 1. Answer call within three (3) All calls to be answered
 Internal rings within three (3) rings and
2. Greet using standard phrase i.e. as per procedure
“Good Morning” / “Evening”
3. Use guest name i.e. “Gelo
Catbagan”
4. Listen carefully and assist caller
accordingly
5. Connect call to relevant
extension as required
6. Thank the caller for calling
Language Reference
a. Answering the Phone

 Hello
 Good morning
 Good afternoon
 Good evening Front Office / … Department / …, (NAME OF HOTEL)
 (How) May I help you?
b. On Hearing Who The Caller Wants
Hold the line

Please.
Just a minute
Please hold on.
c. If the Person Cannot Be Reached
Not in
Busy At the moment
He’s Engaged
I’m sorry
She’s On the phone
Gone out for lunch Right now
At a meeting
Reply.
There’s no
Answer.
The number’s engaged
I’m sorry
In a minute.
He’ll be back After lunch.
Next week.
105
d. Asking For Name Of Caller
Speaking
May I know who’s
On the line Please?
Who’s Calling
e. When The Speech Isn’t Clear
Didn’t
I’m sorry but I Quite catch that.
Couldn’t
Would you mind repeating that please?
Can you spell that for me please?
f. Offering To Take A Message
Would you like to leave

Can I take a / the message?
Can I gave
g. Offering To Arrange A Return Call
To call you back?

Shall I ask him
Tp return your call?
h. Ending A Call
Thank you. Have a good day.

Thank you for calling
i. Expressions Used By Caller
Can I speak to NAME, please?

Hello, is that NAME?
This is NAME.
How would you compare a business telephone conversation from informal telephone
conversation? What would you gain if you apply the proper telephone etiquette?
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
106
___________________________________________________________________
___________________________________________________________________
_______________________________________________________
How can you apply your skills in telephone etiquette in your daily lives?
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________
________________________________________________________________

Answering the Telephone Politely
Directions: 1.) Put the following sentences in the correct order to make a telephone
conversation between a receptionist (R) and a caller (C). 2.) Record your
conversations, you are the Receptionist (R) and your member of the family is the
Customer (C).
(R) I’m sorry Ms. Faith Aplaten is not here at the moment.
(C) It’s H-A-G-I-Y-O. I’m staying at the Igorota Hotel.
(R) The Igorota Hotel? Could I have your number, please?
(C) Thank you. Goodbye.
(R) Certainly Sir. Can you spell that, please?
(R) I think she’ll be back this afternoon. Can I take a message?
(C) Can I speak with Ms. Faith Aplaten, please?
(R) Good morning. Benguet Hotel. How may I help you ?
(C) Yes please. Could you ask her to call me? My name’s Hagiyo.
(R) Goodbye.
(C) Do you know what time she’ll be back?
107
(R) Thank you Mr. Hagiyo. I’ll give her the message.
(C) Okay. It’s 4-4-2-1-9-7-3.
Final Requirement
Schedule of Submission of Chapter 3 Activities/Quizzes/Assignment
1. Submission on January ____, 2021. If you have internet, send it to my gmail

3. We will meet face-to-face for further instructions on _______________________.
SUGGESTED READINGS & WEBSITES
Business communication - Wikipedia

https://en.wikipedia.org › wiki › Business_communication
https://www.nextiva.com › blog › what-is-business-communication
How to Write a Business Letter - YouTube

https://www.youtube.com › watch
Newman, Amy, 2019, Business Communication: In Person, In Print, Online, 9th

Edition
GLOSSARY
Application Letter is merely another name for a cover letter, the official
business letter often included with a job application and/or resume and sent
to a prospective employer.
Business Communication is how employees and management interact to reach
organizational goals.
Business Letter is a formal document, with a set structure, includes contact
information, a salutation, the body of the letter, a complimentary close, and a
signature
Communication Process brings with them their own ideas and feelings that
influence their understanding of your message, and their response to it.
CV (short for the Latin phrase curriculum vitae, which means “course of life”) is a
detailed document highlighting your professional and academic history. ... You
may be asked to submit a CV when applying for jobs in academia or a job
outside the US.
108
Formal Letters are written in a formal and ceremonious language and follows a
certain stipulated format. Such letters are written for official purposes to
authorities, dignitaries, colleagues, seniors, etc and not to personal contacts,
friends or family.
Informal letters are written to close acquaintances of the writer, their friends, family,
relatives, etc. Since they are written to close relations the letters have an informal
and personal tone. Casual language is used while writing informal letters. And
sometimes the letters may even have an emotional undertone.
Resume is a formal document that a job applicant creates to itemize his or her
qualifications for a position. A resume is usually accompanied by a
customized cover letter in which the applicant expresses an interest in a
specific job or company and draws attention to the most relevant specifics on
the resume
Semi-Formal Letters are written to someone that you know by name and with
whom you have a professional or business relationship with, for instance; your
teacher, accountant, landlord, etc. The surname should be used when
addressing them – Dear Mrs. Thomas, Dear Mr Jones, etc.
REFERENCES:
Textbooks:
Abulencia, E.H., 2014, Fundamentals of Business Communication
Baraceros, Esther, Business Correspondence, Rex Bookstore.
Business Communication, Teachers Guide
Catbagan-Aplaten, Effective Business Communication for Beginners
Dones, Marichelle G., 2011, Research, Technical and Business Communication,
Mindshapers Co., Inc.
Henderson & Voiles Seventh Edition, Business English Essentials
The Development Academy of the Philippines, Industry Development Series 1,
Sinag-Tala Publishers, Inc.
Vicente, Corazon, et al., Technical Writing, UniBooks, Uni-Ed Inc.
On-line Resources:
https://www.youtube.com/watch?v=nhFbNno9JqI&feature=share
https://www.google.com.ph/search?
q=feasibility+report&oq=feasibility+report&aqs=chrome..69i57j0l5.8904j0j8&sou
rceid=chrome&ie=UTF-8
https://www.google.com/search?
q=types+of+job+interview&sa=X&ved=2ahUKEwjOvsr20r3jAhWTFYgKHeyWD-
kQ1QIoAnoECAwQAw&biw=1366&bih=625
https://www.investopedia.com ›
109
https://www.careereducation.columbia.edu/resources/things-do-during-and-after-
your-interview
www.youtube.com/watch?v=TKNU2fRt1Gg&feature=share
110

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Republic of the Philippines

BULACAN STATE UNIVERSITY

Student’s Name: _______________________________

UNIT 1. Overview of Business Communication, Definition of the………………….. 14

UNIT 2. The Principle of Writing and the Writing Process…………………………… 21

UNIT 3. Formatting the Physical Form of the Business Letter………………………. 38

UNIT 4. Writing Business Letters………………………………………………………... 49

Lesson 2: Writing Credit and Collection Letters

Lesson 3: Writing Claim and Adjustment Letters

UNIT 5. Written Communication: Making Reports……………………………………. 71

Lesson 2: Feasibility Reports: Formatting structure

UNIT 7. Effective Telephone Communication……………………………………… 98

Suggested Readings & Websites…………………….…………………….……….. 107

Office of the Dean of Instruction

COLLEGE: BulSU Bustos Campus

This course (SMP102 BUSINESS COMMUNICATION) is designed to develop

Core Values: SOAR BulSU!

Service to God and Community

Program Educational Objectives (PEO)

Program Educational Objectives (PEO) University Mission

AIG-a AIG-b AIG-c AIG-d

The students are able to speak and write

Show high ethical values, decency, and Ethical

Apply different tools and methodologies in the Servic

The students are able to speak before a group Servic

Program Outcomes (PO)

Program Educational Objectives

Course Outcomes and Relationship to Program Outcomes

After completing this course the student must be able to: a b C

LO1. The students are able to speak and write Highl

LO2. Apply different tools and methodologies in the Highl

LO3. Show high ethical values, decency, and Ethica

LO4. The students are able to speak before a group Servic

LO5. Develop students’ ability to speak and write effectively Contri

Lesson 2: Elements of  Quiz

UNIT 2. The Principle of Writing and

Lesson 3: Rewriting, Revising,  Quiz

LO2, UNIT 4. Writing Business Letters 7-9  Lectures

Lesson 3: Writing Claim and

Telephone Courtesies Quiz

RUBRIC FOR ASSESSMENT:

OTHER REQUIREMENTS AND ASSESSMENTS:

74 and below 5.00

Business communication - Wikipedia

https://www.nextiva.com › blog › what-is-business-communication

How to Write a Business Letter - YouTube

Newman, Amy, 2019, Business Communication: In Person, In Print, Online, 9th

Guidelines in Using this Module

What Do You Already Know? (Review: Pre-Test)

What Do You Need to Know? (Lesson Proper)

How Much Have You Learned? (Post-Test)

How Do You Extend Your Learning? (Assignment)

SUGGESTED READINGS AND WEBSITES

UNIT 1. Overview of Business Communication, Definition of the

Lesson 1: Communication as a Dynamic and Complex

Lesson 2. Elements of Communication

Duration 6 Hours / 2 Weeks

1. Understand communication as a dynamic and complex process that involve

2. Define business communication, identify the elements and illustrate the

Lesson 1: Communication as a Dynamic and Complex Process and Business

Duration: 3 Hours / Week 1

What Do You Already Know?

What Do You Need to Know? (Lesson Proper)

Business Communication Defined