Business Communication Book

Effective Business Communication

Chapter oneBackground for Effective Business

Communication

Effective Communication in BusinessCommunication is the process of transmitting and receiving of verbal and nonverbal messages.

Or Communication can be defined as the sending and /or receiving of massages (verbal and nonverbal massages).

Communication is a SKILL and an Advantage!!! Communication skill was considered essential in ancient Greece

and RomeMedieval Period: middle centuriesRenaissance: دوره تجدد ادب و فرهنگ یا رنسانس

At the Fourth Century Chinese Theorists advised for smooth flow of Information

The process of effective communication can be defined as “sending a massage (verbal or nonverbal) and receiving a feedback or response (negative or positive response)”.

Effective communication is a cycle and it cannot be completed without response or feedback from the receiver of the massage. If a massage is sent and we do not receive a feedback or answer (either positive or negative) it cannot be called effective communication

Verbal communication:

Verbal communication is the use of words to convey a massage, so it can be both speaking and writing.

Nonverbal Communication:

Nonverbal communication is sending a message without the use of words. Therefore, to be clearer, nonverbal communication is a message through gestures, postures, space and facial expression, sometimes-nonverbal communication is more important than the use of words and sentences.

Communication in an Organization

Communication is an important function in all organization

Prepared By: Habibullah Qayumi 1


Types of CommunicationCommunication can be divided into three categories according to the audience as;

1- Intra-communication: When someone communicate or exchange idea with himself/herself it is called intra-communication, e.g. talking with one’ self.

2- Inter-communication: Communicating with an individual or a number of individuals is called inter-communication for example, a person talking to a group of coworkers.

3- Mass-communication: Exchanging information with a large number of people is called mass-communication, for instance. The president addressing the nation

As Communication is very important aspect in the organizations and its importance can be seen by observing:

Internal Communication:When different individuals or groups in the same organization exchange ideas and information, is called internal communication. Or communication inside the company is called internal communication. So, it’s the flow of information between different department and different levels in the organization. Internal communication can be downward and upward too. For instance, when a manager gives an order to his subordinates to fulfill it is called downward communication while the feedback from a worker is upward communication.

In organization, internal communication has many means like telephone, E-mails, Face to face meetings and memorandum.

Communication inside the organization (INTERNAL)

Ways of Communications:• Memo• Reports

• Conferences• Face to face

• Teleconferences• E-mail


Upward

Horizontal

DownWard

Internal


• Downward communication: For better motivation, clear job direction, orientation, benefits, wages, and job conditions.When employees receive appropriate downward communication from management, they be letter of motivation and more efficient. They need not only clear job direction, safely rules but also facts about organizational strategy, products, viewpoints, on important controversial issues. They are concerned about employee benefits- health care, insurance, promotion, pension, training, work environment and retirement. In all the many pressures from employees force employers to be accountable for their decision through effective downward communication. Employers who communicate effectively have employees that are more productive.

• Upward communication : Frank comments, complains, problems and suggestions,Many executives sincerely seek frank comments from employees, ion addition to the usual periodic reports. Successful managers listen closely to opinions, complaints, problems, and suggestions of especially when these are clearly and effectively stated.

• Horizontal communication: Between peers and colleagues for better performance and team work and connected activities. Effective horizontal communication betweens peers is also essential in organization in order to solve problems, performs jobs duties, prepare for meetings, and cooperate on important projects. for example, if you think about the time spent listening to and making requests, writing notes, and memos, and discussing and writing about projects, you soon realize that communication is the medium through which an organization accomplishes its role. (Among various ways of communication within companies are memos, reports, meetings, face-to-face discussions, teleconference, video conferences, and electronic mails.)

External Communication

The give and take of information with the external environment is called external communication. It is much more important than the internal communication and good communication with environment can contribute greatly to the success of an organization. For example, a company’s spokesman talks about the strategy of the company for the upcoming year and or a public relation’‡ department gather’‡ information about the choice of the customers about some particular product produced by the company.



Communicating outside the organization (External) Helps to:• Create desire for company products• Negotiate a sale

• Improving business• Get a Contract

• Win a bid • Enhance the public image

• Have a good interview with a journalist• An annual financial report

Poor communication Poor communication can cost an organization time and money. Poor communication mean have no the ability to understand some one and lack knowledge of understanding

Organization:

The group of people associated for business,political, Professional, religious, athletic, social and other purposes.

Communication is the life blood of the organization

Slowly by passage of time Books appeared on written communication

People in organizations change ideas and plans and that needs for proper communication.

*They also believe that writing was developed actually for business matters, it is known from the archeological evidences. But some believe that writing was first initiated by priests.

Costs of Communication are:

• 29-50% of time is used in communication in an organization based on survey


Computer

TimeOffice

Supplies

Software Stationar

y


• 90% for management positions

Effective Communication in your careerGood communication skills can make an ordinary career a brilliant one, it provides so many chances for promotion and a better career, and anyone working at any position requires communication skills.

• In mental jobs, communication is critical• STRONG communication skills is indicated in most of job

descriptions• Communication has a critical role among the parliament members• Among the government employees

Job Titles SkillsFinance Associate: Must able to communicate clearly to client

and another finance ProfessionFiscal Officer: Superior writing and presentation skillsProduct Manager: Develop and communicate product

objectives and strategies.

Senior salesman: Excellent communication and follow-up skills, ability to write proposals and quotations.

Contract Administration: General knowledge of proposal preparation: good oral /written communication.

Product Manager: must be able to develop and communicate the product

Translator: Properly communicate the idea

Admin Assistant: To communicate the Admin issues to the staff of the organization

Communication is Essential for Promotion


Capacity for hard work

College Education

Self- Confidence

Good Appearance

Ability to get things done through and with other people

Ambition(بلند همتی آرزو)

Ability to Communicate


• Bear in mind that who do you represent when communicating?

Element of your organization Organization Government Country

• Write personalized and considerate message, meant for goodwill between you and your receiver

• A message may be routine for you but it is not routine for the receiver, for example when you are sending messages to customers as an H.R clerk.

Important in Communicating• To choose the proper idea

• Patience even with insulting person• Integrity

• Good English language knowledge• Knowledge of message writing methods

• Knowledge of your audience conditions• Be flexible- for the reason of diversity in organizations

Components of CommunicationCommunication is a process of transmitting and receiving verbal and nonverbal messages. Communication is considered effective when it achieves the desired reaction or response from receiver. Simply stated communication is a two way process of exchanging ideas of information

1- ContextEvery message whether oral or written, begins with context. Context is a broad field that includes country, culture, organization and external and internal stimuli. Every country every culture and every company or organization has its own conventions for processing and communicating information. This aspect is the playing field on which you must plan, design, and communicate your message successfully.

Another aspect of context is the external stimulus that prompts you to send a message. The source of this prompt may be a letter, memo, note, electronic mail, fax, telex, telephone call, a meeting or even a


Context SenderEncoder

Message Medium ReceiverDecoder

Feedback


casual conversation. Your response to this prompt may be oral or written.

When you encode, your own view of the world affects the choices you make in language. Your attitudes opinions, emotions, past experience, likes and dislikes, education, job status and confidence in your communications skills all influence the way you communicate your ideas. Especially important is; your ability to analyze your receiver’ culture, viewpoint, needs, skills, status, mental ability, experience and expectations. You must consider all these aspect of context in order to communicate a message effectively.

Conventions and rules of • Country• Culture

• OrganizationOn the message writing

• External and internal Stimulation

• Memo• Letter

• Note

Your point of view, attitudes, education, job statusAnd confidence in your communication alsoYour ability to analyze your audienceYour message

• Conventions of country, culture and organizations for messages

• Context; playing field for message

2- Sender-EncoderWhen you send a message, you are the “encoder” the writer or speaker depending on whether your message is written or oral . You try to choose symbols –usually words( and sometimes also graphics or pictures) that express your message so that the receiver(s) will understand it and react with the response you desire.

• You choose the best and suitable symbols-usually words- to Design your message.

• The sender will decide about the content, medium, The sender will finalize the symbols which can better transmit the idea.

3- MessageThe message is the core idea you wish to communicate, it consists of both verbal (written or spoken) symbols and nonverbal (Unspoken).

Your first task is to decide exactly what your message is and what content to include. You must consider your context and especially the receiver of your message –how the receiver will interpret it and how it may affect your relationship.



The core idea that you want to communicate, includes verbal & non-verbal symbols.

• Content• How might be interpreted by the receiver

• A proposal is much difficult than a simple answer to RFI

4- MediumYour message channel depends on all he contextual factors discussed above and nature pf the message itself. Your choices include electronic mail the printed word or sound, briefly should you write or speak?

Like message content the choice of medium is influenced by relationship between the sender and the receiver. If the message goes to international audience you must also consider which medium is preferred in receiver.

Depending on the relationship with receiver and level of urgency, the medium can be

• Printed Media

• Electronic Media• Sound

Spoken or Written It is influenced by the relationship of the parties.

Characteristics found in oral and written Media

Written media: for long, formal, documented and technical

Electronic Mail


WrittenDelayed feedbackLonger sentenceMore formalFocus on ContentMore detailsUseful for permanent RecordsComplex construction

OralImmediate feedbackShorter sentenceLess formalFocus on relationshipLess detailsExclamatory sentencesSimple construction more imperative, interrogative

1. Memo2. Reports3. Bulletins4. Poster5. Notes6. Employee manual

1. Staff meeting2. Discussion3. Presentation4. Audio tapes5. Telephone chat6. Telephone conference

Media of Communication


OUTSIDE Communication• Telegram• Fax

• Telex• Postcard

• Contract• Ads

• Brochures• Catalogs

• News release or press release

5- Receiver or DecoderThe message receiver is your reader or listener also unknown as the decoder. Many of your messages of you messages may have more than one decoder. The receiver as well as the sender is influenced by the context and by the external and internal stimuli. Both receive message through the eyes and ears but are also influenced by nonverbal factors such touch, taste, and smell. All factors of a message are filtered through the receiver(s) view of and experiences in the world. But the problem is that we don’t all undergo identical experience with the subject or the symbols that the sender has chosen. Even within the United State attitudes, abilities, opinions, communication skills and cultural customs vary.

S/he or they are influenced by their mental filter, and context (Country, Culture, and Organization) of the message.Be aware of MisinterpretationsAbility, attitude, skills, customs, and opinions vary within a society

6- Feed back• A message• An action

• Or silence

Ultimately the receiver reacts with either the desired response based on a clear understanding of the symbols or an undesired response



because of miscommunication. Feedback can be oral or written. It can also be an action, such as receiving in the mail an item you ordered.

Sometimes silence is used as feedback though it is almost always ineffective. Sender needs feedback in order to determine the success or failure of the communication.

Concepts & Problems of CommunicationSender’s meaning and receiver’s response are affected by following:

1. Conventions (customs, rules) of meaning2. رسوم و اختلف معانی از پیامها و مکاتیب2. Perception of reality ((درک حقیقت3. Values, attitudes, And opinions

France: too polite East: No time consideration Germany: Thorough reporting Japan: Slow decision making process

Conventions of MeaningAs effective business communication is the lifeblood of every organization, a key to success in your career and help in your personal life. The volume and costs of business communication are great; so are challenges and opportunities for those with the right attitude and perpetration. When you combine the principles of effective business communication with common sense, you excel in your dealings with others.

Effective communication depends to a large extent on insights into human nature and on the ability to get desirable responses by meeting expectations. It is a complex process that involves context, sender, message, medium, receiver, and feedback.

To be an effective communicator, realize that human beings mental filters and experience differ, each brings different attitudes, abilities, skills and cultural customs to the meanings of the words we use. Your message may not always be understood.

The symbols should have the same meaning to sender and receiver-but it doesn’t mean the same in some casesExamples:USA- is a popular and common acronym But FIFO- is meaningful only for accountants

• Our knowledge about a subject affects the meaning (Semantic)

MiscommunicationWhen the sender and receiver attribute different meaning to the same word or sentence, it is called miscommunication.



Miscommunication occurs when the sender and receiver have different meanings for the symbol, expression and quotes used. When the message sender and receiver attribute different meanings to the same worlds or use different words though intending the same meanings Miscommunication occurs.

Examples:1. Bimonthly report can interpreted in a wrong perception, it has

two meanings; one twice a month and other after on month (alternatively)

2. The tenement has two meanings: هر چیز قابل تصرف- اپارتمان یا تعمیر3. To table a proposal means 2 things: put off, and to act on it

(Britain)

Perceptions of Reality: Complex infinite and continuously changing the material world provides a special reality to each individual. Also human beings sensory perceptions-touch, sight, hearing, smell, taste are limited and each person’s mental filter is unique. We make various abstractions, inference and evaluation of the world around us.

Abstracting: focusing on some details and omitting others.

Inferring: Conclusion made by reasoning from evidence

Value, Attitude, and Opinions:(A receiver’s attitude toward a message can determine whether it is accepted or rejected)

Communication effectiveness is influenced also by the value, attitudes and opinions the communicators have in their mental filters. People react favorable when the message they receive agrees with their views toward the information. The facts and the sender

Denotations معنی صریحDictionary definition of a word such as: Book, Wall, roof…

Connotations ضمني In addition to denotative meanings some words have connotative meanings as well; this will arouse reactions.Home: 1. house 2. HomelandSucker: has two meanings candy, and customerMake also has connotation: “can do”



You must be aware that some people will interpret the connotative meaning of the word and results in miscommunication.

Perceptions of reality درک حقیقتDifferent perceptions of Realities in different peopleEach person has a different mental filter.The Obstruction, inferences and evaluations of the world affects PERCEPTIONS of REALITY.

Obstructing-خلصه سازیFocusing on some details and omitting others is called obstructing.

Inference استنباط، نتیجه گیری)) Conclusions made by receiver

Different Values, Attitudes, Opinions of people, some time Create problems

1. Unfavorable information feedback is rejecting or avoiding2. Closed minds: you can’t communicate easily with closed mind people 3. Sender’s Credibility: A strong democrat can pleasantly accept information from another democrat4. Mood of the receiver, you can’t deal easily with a government employee on a day he has too much personal problems


Necessary Obstructing

Because of the timeAnd purpose limitations, you Obstruct or ignore some Information which makes the Messages useless e.g. obstruction In an application letterOr a text book

Slanted Statements

The reason is not limitation ofTime, but the sentences are not organized properlyAnd the facts are not collected in a manner to have a complete meaning to the reader.For example: writing a report

Necessary Inference

Business people should Get the required data first, and then infer about the idea

Example:After dropping a letter in mailbox, we assume it will be delivered

Risk of Inference

Inference may be incorrect or unreliable.

For example: you might think that Ahmad is not attending his job. But he has already informed you about his sick leave.


Receivers’ views of the information presented will affect their response, which could be what the sender desires or just the opposite.

Favorable or Unfavorable Information; The effective communicator considers the receivers and whenever possible, emphasizes the points the receivers will regard as favorable or beneficial. Receivers often react to unfavorable information by rejecting, distorting or avoiding it.

Incorrect Information;Occasionally people react according to their attitude toward a situation rather than to the facts.

Closed Minds;Some people hold rigid views on certain subjects. These people do not consider facts or additional information and maintain their rigid views regardless of the circumstance.

Sender's trustworthiness or credibility; Often people react more according to their attitude toward the source of information than to the information itself.

Difference of women and men in communication

Nonverbal Communications without WordsThe preceding sections about the communication process focused on verbal communication—written or spoken syllables, usually worlds. We also communicate nonverbally-without words. Sometimes nonverbal messages contradict the verbal; often they express feelings more accurately than the spoken or written language.


Women think that language create relationsWomen suggestWomen think communication is the basis for business

Men think activities create relations Men command Men think communication is an instrument for business

Nonverbal Communicationمفاهمه بدون کلمات

Appearance Body LanguageSilence, Time

And space


Appearance وضع ظاهری

► Personal appearance

Clothing, hairstyles, neatness, jewelry, cosmetics, posture, stature are part of personal appearance. They convey impressions regarding occupation, age, nationality, social and economic level, job status and good or poor judgment, depending on circumstance.

► Appearance of surroundings

Aspects of surroundings include room size, location, furnishings. Machines, architecture, decorations where ever people communicate orally.

Appearance conveys nonverbal impressions that affect receivers’ attitudes toward the verbal message even before they read or hear them.

• Appearance affects receiver’s attitudes toward the verbal message.

• The format, neatness, size and weight of a business message (or an envelope), sends a nonverbal message.


Interested listener leans forward


► Effect on Written Messages;

The format, neatness and language of a written message send a nonverbal message to the reader.

► Effect on Oral Messages;

Whether you are having inter communication or mass communication personal appearance and the appearance of your surroundings convey nonverbal stimuli that affect attitudes toward your spoken words.

Body Language

1- Facial Expressions


Appearance

Personal Appearance clothesHairstyleNeatnessJewelrycosmetic

SurroundingsRoom sizeFurnitureNeatnessWall decorationlighting

Sound

Smell

Movement

Posture

Gesture

Facial Expression

s

Body Language


Eyes and face is too important in nonverbal expression; they reveal hidden emotions including anger, confusion, enthusiasm, joy…

The eyes and face are especially helpful means of communicating nonverbally they reveal hidden emotions. Including anger, confusion enthusiasm, fear, joy, surprise, uncertainty and others. They can also contradict verbal statement.

2- Gesture, posture and movement

Posture, gestures and body movement convey a message and add to or subtract from your oral message.

• Traffic police uses his hand for communicating• Gesture and movements depend to the culture- For example: In

Asia pounding a fist on the table is unacceptable• Nervousness: walking back and forth, • Confident: relaxed posture

Direct eye contact is desirable in US. If some one avoids it, considers to be shy, dishonest

3- Smell and Touch

Various odors and fragrances sometimes convey the emotions of the sender and sometimes affect the reactions of the receiver. Touching people can communicate friendship, love, anger or other feelings.

• Touching people may indicate both anger, friendship and many other things

4- Voice and Sounds (Paralanguage)

Your voice quality the extra sounds you make while speaking are also a part of nonverbal communication call paralanguage. Paralanguage includes voice, volume rate, articulation, pitch and other sounds you may make such as throat clearing and sighing.

A laud voice often communicates urgency while a soft one is sometimes calming. Speaking fast may suggest nervousness haste.

• Volume- pitch-articulation

• (You’re always on time)• has both positive and negative aspects



• Emphasize on a specific word shows your special feelings about it• I wanted you to be at the class at 06:30

Silence, Time, SpaceSilence, time and space can communicate more than you may think even causing hard feelings, loss of business and profits. It pays to know these differences across cultures.

Silence; Time; Space;

1. Silence: When you don’t receive a reply for your request for a travel allowance from your company, what will you think????Or think about the confusion you feel when your written message generates no response.Suppose you wrote a request to your supervisor for additional funds for a project you are developing. If you receive no answer for several weeks, what is your reaction? Do you assume that the answer is negative? Do you wonder if your supervisor is merely very busy at the moment and hasn’t been able to answer your request? Do you think your supervisor is rude or consider your request unworthy of an answer?

2. Time: Concepts of time however vary across cultures and even in the USA. American and Germans, for example, are quite punctual (on time). Middle Eastern business people think little of arriving after an agreed-upon time, not out of discourtesy, but rather a feeling that the task will be accomplished regardless of time.

• Time communicates- Americans and Germans are quite on time.• If you come to a meeting on time in Portugal, you will be

considered to early.

3. Space



If you step into an empty elevator, where do you stand? If the elevator then fills up with people, where do you move? The need for personal space decreases as the number of people increases.

In the US, normally they consider space around 18 inches as personal space. , in Middle Eastern countries, it is less. Arabs stay too close when talking

Consider the common “dance of the diplomats” in which an American and a Saudi Arabian fall into conversation. The Saudi takes a step forward; the American edges backward; the Saudi advances; the American retreats. By the end of the conversation, the American feels bullied, and the Saudi feels insulted.

Effective communicators must learn to adapt to both senders’ and receivers’ expectations regarding space. The key to success is to be aware of the differences.



Chapter TwoThe 7 CsTo compose effective written or oral messages you must apply certain communication principles.These principles provide guidelines for choice of content and style of presentation adapted to the purpose and receiver of your message. Called the “seven Cs” they are Completeness, Conciseness, Consideration, Concreteness, Clarity, Courtesy, and Correctness.1. Completeness 2. Conciseness 3. Consideration 4. Concreteness 5. Clarity 6. Courtesy 7. Correctness All Seven C’s can apply to both oral and written communication Although we deal with here with these principles on the sentence level , they are applicable to all forms of communication, from mere utterances and sentences to complete documents or presentation

1- CompletenessTo include all facts that the reader of the message may need in order to show desired reaction.(Message receivers-either listeners or readers—desire complete information to their questions)Your business message is complete when it contains all facts the reader or listener needs for the reaction you desire. Remember that communicators –senders-receivers differ in their mental filters; they are influenced by their background, viewpoints, needs, experience, attitudes, status and emotions.Because of these differences, communication senders need to assess their message through the eyes of receivers to be sure they have included all relevant information.Completeness offers numerous benefits. First complete messages are more likely to bring the desire results without the expense of additional messages. Second, they can do a better job of building goodwill. Messages that contain information that receiver needs show concern for others. Third complete messages can help avert costly lawsuits that may result if important information is missing. As you strive for completeness, keep the following guidelines in mind.1. Provide all necessary information2. Answer All questions asked3. Give some extra information



A. Provide all necessary informationWhen you initiate a message check to make sure you have provided all the information the reader needs for thorough, accurate understanding. One-way to help make your message complete is to answer the fie W question- who, what, when, where, why –and any other essentials suck as how. The five –question method is especially useful when you write request, announcement, or other informative message.

Answer all Five Ws (RFQ) Especially in writing requests, announcements

For example: in ordering a merchandise, state completely what you want when you want it, and how ….

B. Answer All questions asked (Stated and implied (طرح شده و ضمنیWhenever you reply to an inquiry, try to answer all question—stated and implied. A colleague or prospective customer’s reaction to an incomplete reply is likely to be unfavorable. The customer may think the respondent is careless or is purposely trying to conceal a weak spot.

In replying an inquiry- e.g. procurement Omissions cast suspicions In case you find additional informational to state in replying an inquiry, Better to send back a reply form to be filled by the sender

C. Give some extra informationThe words “hen desirable” in the above heading are essential. Sometimes you must do more than answer the customers’ specific questions. They may not know what they need or their question may be inadequate.

– Thank you for your confidence you’ve shown as selection of our company to provide you with this service.

This is some extra information in a letter of a supplier: We will be honored if you accept our representative to give you detailed information about our potential services at your own office….

And then you can include the List of other services that your company providesFor example:After Robert opens a saving account in your bank, you send him a letter that contains:1. Thanks for his business 2. State other services of your bank: such as, paying bills by phone, mortgage loans, free parking area…3. Also write to him that he is most welcome to visit the departments of the banks.



2-Conciseness

To Say it in possible fewest wordsConciseness is saying what you have to say in the fewest possible words without sacrificing the other C qualities. A concise message is complete without being wordy. Conciseness is a prerequisite to effective business communication. A concise message saves time and expense for both sender and receiver. Conciseness contributes to emphasis; by eliminating unnecessary words, you let important ideas stand out. To achieve conciseness, observe the following suggestions

1. Eliminate wordy expressions2. Include only relevant Materials3. Avoid Unnecessary Repetition

A. Eliminate wordy expressionsThe following are some concrete suggestions you can use to reduce wordiness in your communication

1. Use single-word substitutes instead of phrases whenever possible whit out changing meanings.

Wordy: At this time Concise: Now

Wordy: Due to the fact that Concise: Because

Wordy: In due course Concise: Soon

2. Omit trite, unnecessary expressions.

Wordy: Please be advised that you admission statement was received. Concise: Your admission statement has been received.

Wordy: Allow me to say how helpful your response was. Concise: Your last response was helpful.

3. Replace wordy conventional statement with concise versions.

Wordy: Please find the attachment the list you requested.Concise: The list you requested is attached.

Wordy: such refreshing comments are few and far between.Concise: Such refreshing comments are scarce.



4. Avoid overusing empty phrases.

Wordy: It was known by Mr. Roeen that we must reduce inventory.Concise: Mr. Roeen knew we must reduce inventory.

Wordy: There are four rules that should be observed.Concise: Four rules should be observed. 5. Limit use of the passive voice. Wordy: The total balance due will be found on page 2 of this report.Concise: The balance due is on page 2 of this report.

Wordy: The reports are to be submitted by employers prior to 5:00 at which time Mr. Roeen will receive them.Concise: Please submit your reports to Mr. Roeen by 5:00.

Single word instead of phrase:

• At this time instead Now• Due to the fact instead because

Omit unnecessary expressions- that, which:• The salaries which are not paid • The unpaid salaries

Avoid empty phrases:• Please be advised just omit it• Allow me to say just omit it

Limit unnecessary prepositions:• impacts of this program program impacts• The policy of the company company policy

Limit the use of passive voice• The reports will be submitted by employees• The employees submit the report

B. Include only relevant Materials

1. Stick to the purpose of the message.2. Delete irrelevant words and rambling sentences.3. Omit information obvious to the receiver; do not repeat.4. Avoid long introductions, unnecessary explanations, excessive

adjective and prepositions, pompous words and gushy politeness.

5. Get to the important point tactfully and concisely



• Do not repeat any concept which has already been said. For example: repeating the importance of a workshop to which you are invited (when you confirm your participation in the seminar).

• Avoid long descriptions , gushy politeness For example: (your majesty, we will be very much honored if you…, very respectful and honorable…)Don’t say:– Hereby we want to present our appreciation about your great and

distinguished services and ultimate confidence….this is an example of the gushy politeness

Say:– We appreciate your excellent service.

• Avoid Tautology : It means that you express more than two words to explain a simple concept.

For example: half way agenda, draft agenda, uncompleted agendaBig vehicle which takes more than 30 people: bus

C. Avoid Unnecessary RepetitionSometimes repetition is necessary for emphasis. But when the same thing is said two or three times without reason, the message gets boring and wordy.Ex. Afghan Wireless Communication Company (AWCC) Afghan National Army (Ana) United state of America (US)

Use shorter names after their first use, For example: KARDAN University instead of (KARDAN university of BA and IT)

Use Pronouns or initials- WHO instead of (World Health Organization) Combine two or more sentences .For example:This is to inform you, that you’ve been selected for the position which you had applied. We will try to send you the job offer by electronic mail. You may also be required to sign a copy of that offer physically in our HR department.Instead:We are pleased to announce your selection for the position of ICT specialist, so please come and sign the job offer any time before 7th March.

3-Consideration رعایت طرف مقابل Consideration means preparing every message with the message receiver in mind; try to put your self in their place. You are considerate, you do not lose your temper, you do not accuse, and you do not charge them without facts. You are foremost, aware of their desires, problems, circumstance, emotions, and probable reactions to your request. Then handle the matter from their point of view.



Means to prepare the message with the message receiver in mind; their situation, problems and emotions

1. Focus on “you” instead of “I” and “we”-This is called You attitude2. Show audience benefit or interest 3. Emphasize on positive and pleasant facts

A. Focus on “you” instead of “I” and “we”-(This is called you attitude)

To create considerate, audience-oriented message, focus on how message receiver will benefit. What they will receive and what they need to know.

We-Attitude: I am delighted to announce that we will be extending our hours to make shopping more convenient.You- Attitude: you will be able to shop evenings with extended hours.

Showing consideration for the audience involves more than just using “you” instead of “I” or “we.” Messages that use “we” can be receiver-oriented if “we” includes the recipient of message. Massages that use “you” can insensitive in negative situations. In fact sometimes avoiding “you” can reduce potential defensiveness or allow the recipient to save face.The use of “you” in negative situation can be avoided by employing the passive voice, making the receiver part of a group or depersonalizing the situation.

Insensitive: you failed to enclose your check in the envelope.Consideration: The check was not enclosed (passive)Consideration: the envelope we received did not have a check in it. (Depersonalizing)

I am delighted to inform you you are selected as our vendor

We will deliver the generator you will receive it in your company premises



Don’t use (You) in negative situations and sarcastic, negative, or insulting sentences or phrases

• You failed to enclose your letter of interest• The form was not enclosed• You are totally off base in your proposal• We had deferent interpretations from the concept of the

proposal.

B. Show audience benefit or interestWhenever possible and true, show how your receivers will be benefit from what every the message asks or announces. Benefit must meet recipients’ needs, address their concerns, or offer them rewards. Most important, the receivers must perceive them as benefits. This means that you must identify the legitimate benefits of your position, policy or products and the put yourself in the place of the receivers to assess their perspectives.

– Show how he will benefit:

You can save $500 for each week in our hotelYou will feel comfortable using our vehicle for transportation.

– Personalize your message:

You will have the chance to get included in our vendors list.

– Show interest and additional consideration when you find no direct benefit :

You will have a pleasant morning by watching the sunshine through your room window

C. Emphasize on positive and pleasant facts

A third way to show consideration for your receivers is to accent the positive. This means stressing what can be done instead of what cannot be done and focusing on words your recipient can consider favorably Negative –Unpleasant Positive—Pleasant It is impossible to open an account for you today As soon as your

signature card reaches us; we will gladly open an account



► Stress on what can be done

Don’t say;It is impossible to open an account... Say:As soon you return the filled form we will open an account for you…

► Don’t use negative words:Failed, fault, regret, reject, can’t…

► Use positive words:Happy, help, pleasure, benefit …

4-ConcretenessCommunicating concretely means, being specific, definite and vivid rather than vague and general. The following guidelines should help you compose concrete, convincing messages.

1. Use specific facts and figures2. Put actions in your verbs,3. Choose vivid, image-building words

(We are waiting for your green light to start the work).

► Often use Denotative: dictionary based words► Try to minimize using Connotative words:

For example the word “Concern” has the following meanings» worry» matter» Relating to

A. Use specific facts and figuresWhenever possible, use an exact precise statement or a figure in place of a general word to make your message more concrete. Vague, General, Indefinite Eastern Europe is making progress in Obtaining investment.

► Use exact and precise statement or figureHe is an outstanding sales personHe sells 15-20 refrigerators every day


Concrete, PreciseIn 1990 investment in Eastern Europe were about US 30m $; today that figure has increased by 12%.


► Try your best to minimize using opinion words such as:Slightly, a few, many, several ► Be general when:1. When no figures on hand2. When you want to be diplomatic, You have missed 4 invitation to

youI am going to send you another gentle reminder…► When no importance of figures, half of the class…

B. Put action in the verbsVerbs can activate other words and help make your sentences alive, more vigorous. That is to have dynamic sentences (1) use active rather than passive verbs and (2) put action in your verbs rather than in nouns and infinitives. Passive The tests were administrated by the professors. ActiveProfessors administrated the tests.

Put Action in Verbs not in Nouns Action in Noun: The function of this office is the collection of payments and the compilation of Statements.Action in Verbs: This office collects payments and compiles statements

► Use active rather than passive verbsThe request was approved by the project manager….Project manager approved the request

► Active verbs makes the sentence more Specific, personal, concise and Emphatic

► When is it better to use passive voice?1- When you want to conceal the doer, (you were not hired)2- To stress on the object.. (the job offer was rejected)3- When the doer is not important… (the account was closed)

► Use active verbs not active nouns There is requirement for more resources in the office We require (need) more people in the office

My intention is to achieve the goals I intend to achieve the goals

The secretary duty is to check the incoming messages The secretary checks all the incoming messages

I will have concentration on my job



I will concentrate on my jobC. Choose Vivid, image-building Words

1. Business style use less image building words than fiction style

2. sensory appeal

• He felt like his feet were nailed down• His arrival to the party, was like a hummer on my head

3. Comparisons:

• Too many simple sentences, like the writing of a 1st year school boy

• He angry like an injured lion

4. Figurative language (تصویری یا تمثیلی)

• He was called the spark plug of the group• You will face a glass ceiling

5-ClarityGetting the meaning from you head into the head of your reader –accurately—is the purpose of clarity.Of course you know this is not simple. We all carry around our own unique interpretations, ideas, experience associated with words.

1. Choose Precise, Concrete and familiar words2. Construct effective sentences and paragraphs

A. Choose Precise, Concrete and familiar wordsClarity is achieved in part through a balance between precise language and familiar language. When you use precise or concrete language, you select exactly the right word to convey your meaning.Precise words need not be pretentious.

Use familiar, conversational wordsConversational PretentiousHome domicileAbout CircaPay remunerationCharge to your principle Increase the balance of your loan

Don’t use Latin terms, use their synonymsCardiac arrest heart attack



Minimize your E-mail abbreviationsIMO in my opinionFAQ frequently asked questionsFYI for your informationMOTOS member of the opposite sex

The following unclear answer was written in response to a plumber’s suggestion. (The efficacy of the HCL is indisputable but the corrosive residue is incompatible with permanence of metal)Do you think it will be understandable for a plumber (نل دوان)??If answer is no, then use simple and clear language when communicating to a non educated person.

B. Construct effective sentences and paragraphsAt the core of clarity is the sentence. This grammatical statement when clearly expressed, move thoughts within a paragraph. Important characteristics to consider are length, unity, coherence and emphasis.

Length: Average length for a sentence: 17-20 words, Max 40 words,

Unity A sentence must explain one main idea and other ideas must be related to the main idea. The Secretary has sent the agenda, the weather is nice today.The secretary has sent the agenda, to inform the members of the contents.

Coherence- ارتباط و تسلسلI am a BBA graduate; I am familiar with the marketing principles I am familiar with the marketing issues, because I am a BBA graduate.

EmphasizePut main ideas upfront in the sentence,The writer must decide what needs emphasize

We want to conduct an entry test for the BBA program, we need to know the students educational backgroundWe will conduct a BBA entry test to find out the students’ writing and understanding skills.

(Some times can reach 40 words, but if it needs more than 40 words, than split it up.)

The airplane finally approached the speed of sound, and it became very difficult to control.The airplane became difficult to control when it reached the speed of sound.

All of them supported the decision, in order to avoid excessive waste of time.


Main Idea in Main clause

Less important ideaSubordinate clause


6-CourtesyTrue courtesy involves being aware not only of the perspective of others, but also their feelings. Courtesy stems from a sincere you attitude. It is not merely politeness with mechanical insertions of “please” and “thank you” although applying socially accepted manners is a form of courtesy. Rather it is politeness that grows out of respect and concern for others.Being aware not only about others situation, but also their feelings, means courtesy.

1. Be sincerely tactful thoughtful and appreciative ,بانزاکت2. Use expressions that show respect3. Choose nondiscriminatory expressions

Reasons of Discourtesy

A. Be sincerely tactful (بانزاکت), Thoughtful, and appreciative-حق شناس

Example 1: Stupid questions, I don’t know what you mean by asking them

Instead:I think some parts of your questionnaire may need more clarification.

Example 2: You didn’t send your comments on the interview report

Instead:This is to kindly remind you, should you have comments on the interview report which was sent to you on 12 April, 2006.

Internal messages are shorter and more direct, than outside communications

Asians tend to be treated with more courtesy rather then westerns.

Build Goodwill by sending a message with full courtesy.


Not knowing the Culture

Negative Personal attitude

Misuse of Conciseness

Discourtesy in Message writing


B. Use Expressions that show respect Omit irritating expressions

» Contrary to your inference- برخلف نتیجه گیری تان» I don’t agree» Irresponsible» We have you ignored» We expect you to

Omit Questionable (سوال برانگیز) humor ( (شوخ طبعی-(Laughter to one person is disgust to other)

(Offensive) What you’ve done is a quick action without thinking about your close friends. I knew your reality from the beginning. Anyway, don’t mind it and wish you happy new life.

(Courteous) Warm Congratulations on your wedding!Actually that was a real surprise for us, because few of us might have expected such a prompt action from you. Give my warm regards to your new life partner. I wish you a happy life.

C. Choose nondiscriminatory expressions

Equal treatment of people regardless of gender, race, ethnic origin, and physical features

Don’t use he, his, or him when addressing a hypothetical ,person ((فرضی Instead use gender sensitive language, Say s/he/ or his/her

Old NewFreshman First year studentThe best man the best person

Not good:Each manager has an assigned parking place. He shouldn’t park his vehicle in….

Better to say: Each manager has an assigned parking place. He/she shouldn’t park his vehicle in front of the …

Or: Every manager has been assigned a parking place. Each car should be parked...

Not good:We need you to register your licenses by Wednesday, because the one who ignores the notice may lose his contract next time.



Better to say: We would like you to register your licenses by Wednesday because you will be eligible to receive request for quotation

How to write Names

7-Correctness درستی At the core of correctness is proper grammar, punctuation and spelling.Means, to use proper grammar punctuation, and spelling

1. Use the right level of language (Three level of language)2. Check Accuracy of Figures, facts and words3. Maintain acceptable writing mechanism

A. Use the right level of language

Three level of languageWe suggest that there are three levels of language: formal, informal, and substandard. Take a quick guess what kind of writing is associated with each level? What is the style of each?Formal writing is often associated with scholarly writing: doctoral dissertations, scholarly articles, legal documents. Top-level government agreements and other materials where formality in style is demanded.

Informal writing is more characteristic of business writing. Here you use words that are short, well known and conversational, as in this comparison list:

» Formal: scholarly articles, legal docs, governmental docs» Informal or less formal: Business Writings- especially E-mail

Formal Less formalParticipate joinProcure getIn-kind contributions goods donated

» Substandard: Avoid this kind of language in business communications.

Avoid substandard language: Using incorrect words, incorrect grammar, faulty punctuation all suggest on inability to use good English. Examples

Substandard More Acceptable



Aint isn’t. aren’tStoled stolen Brung broughtShould of should have

B. Check accuracy of figures, facts

It is impossible to convey meaning precisely, through words, from the head of the sender to a receiver.. our goal is to be as precise as possible which means checking and double-checking to ensure that the figures, facts and words you use are correct.Fact and figures

• Verify your statistical data.• Double-check your totals.• Avoid guessing at laws that have an impact on you,

the sender and your message receiver.• Have someone else read your message if the topic

involves dada.• Determine whether a “fact” has changed over time.

► Verify your statistical data, such as number of people, amount of money

► Avoid guessing: Don’t say if you don’t know it exactly► Be vigilant about confusing words

» Accept except» Between(میان دو چیز) among(میان بیشتراز دو)» Continual((بعد از یک وقفه continuous-دوامدار» Effect affect» Farther( in place) further (in time)» Council (advisory group) Counsel (verb)

C. Maintain acceptable writing mechanism

A relating to mechanics, word processing and appearance of business messages is relevant here. With the various packages available for computers both grammar-check and spell-check have made your editing tasks easier. Yet we recommended careful attention to the mechanical part of every well-writing document.

Grammar check Spell check



Chapter ThreeThe Process of Preparing Effective Business Messages

Five Planning Steps:To communicate effectively, consider the following steps before you write your Message;

1. Identify your purpose2. Analyze your audience3. Choose your ideas4. Collect data to support ideas5. Organize your message

1-Identify your purposeEvery message has two purposes

The object of your message is almost always dual; the reason for the message itself and the creation of goodwill. Your first step when planning your communication is to determine your specific purpose. Is your message mainly informational, such as announcing your firm’s new location? it is mainly persuasive, such as asking customers to buy your product? Are you trying to negotiate a contract with a parts supplier in South America?

2-Analyze your AudienceSee your message from your receivers’ point of view; their needs, interests, attitudes, even their culture. After reading about the communication process and principles is both national and international contexts you realize how important it is to adapt your messages to your receivers’ views, mental filter, needs and culture.Your message from your receiver’s point of view

• Proper placement of their first and last name• Their situation, culture• Education, position, experience• Mental Filter• Their information on the subject of the letter


اصًلTo inform

To ask or to persuade

ضمنًاCreating GoodwillIn Every message


3-Choose your ideas

The ideas you include depend on the type of message you are sending, the situation, and the cultural context.

With your purpose and receiver in mind, the next step is to choose the ideas for your message. If you are answering a letter, underline the main points to discuss and jot your ideas in the margin. If you are writing an unsolicited or a complex message, begin by listing ideas as they come to you-brainstorming- and the choosing the best ideas for your receiver.1. List the ideas you want to include in the message2. Ideas depend on the type of message3. If a person is asking for rates of your hotel, you should

Include following ideas in your letter to him:a. Thanks the reader for the letter asking about rates.b. Mention other services and facilities the hotel provides.c. Include information regarding the Place of the hoteld. Describe the facilities.e. And the rates which are asked

4- Collect your DataBe sure to collect enough data to support your ideas; check names, dates, addresses and statistics for accuracy. After you have decided what ideas to include, you must determine whether you need specific facts, figures, quotations or other forms of evidence to support your points. Be sure you know your company polices, procedures and product details if your message requires them1. Names2. Addresses3. Statistics 4. Facts and figures5. Dates



6. Enclose a brochure, table….



5-Organize your message

Organizing your material before writing your first draft can prevent confused and unclear message.

Before you write your first draft, outline your message ( mentally or on paper) . the order in which you present your ideas is as important as the ideas themselves. Disorganized, rambling messages often seem careless, confusing and unimportant.

1. Organize the outline of the message before writing the first draft2. How do you want to sort your headings and main parts3. What approach do you choose for your message

Let’s Apply 5 planning steps

Dear all,This is to remind you for the working group meeting on Wednesday April 05, 2006 at 3:00pm and to enclose the minutes from working group meeting held on March 29, 2006.The meeting will be held at British Embassy conference house number 21, Wazir Akbar Khan main road, opposite of Bulgarian Embassies. The proposed agenda for the meeting will be updated by UNDP, USAID and UNIFEM.If you like to add an item to the agenda, please send it to [email protected] call 070 278 998. Best regards,

Basic Methods (approaches) for organizing a message


Direct ApproachIn USA

Indirect ApproachLatin America & Asia

Direct or Deductive Approach

Neutral News Good News

Indirect or Inductive

Approach

PersuasiveRequest

Bad News

mailto:[email protected]


Basic Organizational PlansYour choice of organizational plan depends on a number of factors: how you expect your reader or listener to react to your message, how much this person knows about the topic or situation. We have two type of organizational plan.

Direct (Deductive) approach

Use the directive approach when the audience is pleasant to your message.When you think your reader or listener will have a favorable or neutral reaction to your message, you can use the direct approach. You begin with the main idea or best news. After the opening, you include all necessary explanatory details in one or several paragraphs and end with an appropriate, friendly closing.

Use this approach when you think that the reader will have favorable or neutral reaction to your message. When (+) or (0 (

Main Idea First DetailsFriendly closeExamples:

1 .Sending of neutral or good news2 .Exchange daily information

Direct Approach Example

Dear Colleagues,

I am pleased to announce the appointment of Mr. Jakob Simonsen as Director of the UNDP Nordic Office in Copenhagen.

Many of you know Jakob, who joins BRSP after a long history of excellent performance in leadership positions with UNDP in Latin America and the Caribbean and, most recently, in Europe & the CIS. He has a proven track record in constituency-building in the countries he has served and has been highly successful in ensuring effective support in developing regional resource mobilization strategies. Amongst his many achievements, I would like to highlight the re-alignment of the UN program in Turkey to support the EU accession process and the successful partnership and network building with multinational and domestic private sector entities. This has led to the expansion and



application of concepts such as the Global Compact, Corporate Social Responsibility and Corporate Governance. Jakob began his UNDP career as a Junior Professional Officer in Honduras (3/1980 to 12/1982) and later served as Program Officer, UNFPA, New York (1/1983 to 6/1986). He served as Deputy Resident Representative in Panama, UNDP (7/1986 to 11/1988) and Nicaragua, UNDP (12/1988 to 6/1991) before returning to Headquarters as Deputy Chief, Division I, RBLAC, UNDP (7/1991 to 7/1994). He returned to the field as Resident Coordinator/Resident Representative in Peru (8/1994 to 6/1997). Jakob became the Deputy Regional Director, RBLAC (6/1997 to 10/2000) and later the Deputy Regional Director, RBEC (10/2000 to 3/2003) before returning once again to the field as Resident Coordinator/Resident Representative in Turkey April 2003.Jakob holds an M.A in Political Science, University of Aarhus,.Please join me in warmly welcoming Jakob as he assumes his duties on 6 March 2006.Anwar Khan

Another Example of Direct Approach

Dear Colleagues,Thank you very much for your support to the organization of the last International Conference. We would like you to participate in the working group meetings for the International conference of Wolesi Jirga as well. I’m pleased to extend the mandate of the Conference Organising Committee initially until 10 June 2006 to ensure the smooth arrangement of the International Conference on Effective Legislative-Executive Relations (6-8 June 2006) for the Wolesi Jirga. The next meeting of the said committee will be held on Sunday, 23 April 2006 at 3.15 PM at SEAL Conference Room. The meeting will also review the follow-up of the previous conference.Your presence to the meeting will definitely enhance its effectiveness.

With best wishes-Mohammad KabirConference Coordinator



Indirect (Inductive) ApproachWhen you resistance to your message, choose the in-directive approach, such as in bad news message or a persuasive request. If you think your readers or listeners might react negatively to your message, generally you should not present the main idea in the first paragraph. Instead consider beginning with a buffer-a relevant pleasant, neutral or receiver-benefit statement; then give an explanation before you introduce your idea.

When you think that the reader will resist to your message, choose indirect approach. When (-) negative reaction .

For example: in Persuasive request

Attention line: Now you will be able to do online business using the wireless network

Dear Sir,

Now You will not need to print your high quality materials (including the Banners) outside the organization.

The information and Public Relations Department of your company will achieve all of the public awareness goals, if they have an in-house four

color printing machine plus a cutting machine including 30 days of training to the technical and maintenance personnel.

Enclosed there is the requisite Quotation for a DX-550 Printing machine with a total price of $165000. This machine is made in Germany and has supplemented by a cutting instrument. The machine will be delivered in

one week after your notice. And it has one year limited warranty.

Please read the enclosed attachment about the specifications and price of the machine, and don’t hesitate to ask, should you have any question by

calling 070345678 or sending a mail to [email protected] .

best regards,Ing. John Stephen


Buffer ExplanationThe bad news or the Decision Friendly close

Attention Interest Desire Action

Attention

Interest

Desire

ClosingAction




Beginnings and EndingsTwo of the most important position in any business message are the opening and closing paragraphs. You have probably heard the old saying “First impressions are lasting” and “We remember best what we read last”. Whenever possible, place the main favorable ideas at the beginning and ending of a message. This advice also applies to paragraphs.

Opening paragraphs

Often the opening of a written message determines whether the reader continues reading, puts the message aside, or discards it.

In direct approach: main idea firstPlease find attached your certificate of appreciation which points to your successful participation in the seminar…

In Indirect approach: buffering firstBecause of the large number of applications for our BBA program, we have to turn away many persons. We obviously underestimated the interest in our current subject. A new program is being planned….

1. Choose appropriate openingMain Idea or Good-News subject First. Begin with the main idea or good-news subject when you are sure the reader will consider the information favorable or neutral. It is also easier for the reader to understand the main idea if it is in the first paragraph. These openings are desirable in direct-request, neutral, and good-news messages.

Request: So that your funds, which have matured, can be transferred to your account as you have requested, please return to us the following:

Good news; Enclosed is a cash refund for the defective wristwatch that you sent to us recently.

Announcement: As a representative of KARDAN, you are invited to attend a free seminar on Negotiating Environmental Issues in the International Marketplace to be geld in the Intercontinental Hotel, on May 1st. The purpose of this seminar is to explain the new national



environmental laws affecting international business.

Buffer First, when you have bad news for the reader, begin with a buffer a statement that you can agree on which sets a neutral manner.

Poor: Your application to the Executive Skills program has been rejected due to the following reasons:

Good: Because of the large number of applications we receiver for our Executive Skills Program, we have had to turn away many persons. We obviously underestimated the interest in our current subject. A new program is already being planned, and we will send you information as soon as it is available.

Attention-Getting Statements First. When you write a persuasive request begin with relevant statements that will induce the recipient to read further, as in this opening.

Did you know that up to half of all lower back pain is caused by sleeping on a too-soft mattress? In addition, back pain due to other causes can be made worse by sleeping on a poor mattress. We remedy that. Our company has developed a new mattress and foundation that provides the kind of support you back needs!

So we blew it! That happens. But our wish is to meet your concerns immediately. Like within the next two weeks. Please read the enclosed flyer; we hope it responds to all your questions.

In both examples above, the sentences are varied. Some are even incomplete. Attention-getting marketing statements seek first to get attention of the reader and then worry about the precision of the language.

2. Make the opening Considerate, and conciseImmediately get your reader into the opening thought whether your message is good or bad news, a direct or a persuasive request. Emphasize the reader, and focus on the positive aspects of your message. Use courteous language, and avoid anything that might anger the reader.

Keep the first paragraph relatively short, five typewritten lines or less. As in all the paragraphs, use conversational language in clear and



concise sentences. Avoid unnecessary repetition of what the reader has told you.

3. Make it complete with 5 W Avoid opening with an incomplete sentence like:

Reference your letter of May 9.concerning Helen Smith’s request for a transfer of funds.

Usually you should subordinate the date of the letter you are answering unless including it is beneficial to the reader or to you or unless you need it for record keeping.

Poor: As per your recent letter, we have shipped your order today by Federal Express.

Good: Three bolts of Thai silk, which you ordered on July 6, were shipped to you today by DHL.

Closing Paragraphs

Your closing is more likely to motivate the reader to act as requested if it is appropriately strong, clear and polite. Here you have the opportunity to bring final focus on the desired action and leave a sense of goodwill with the reader. What you say in the closing should reinforce the central purpose of your message.

Closing must motivate the reader to act upon the message.

Motivate your audience by strong, polite, clear ending including a focus on desired action. And also try to reinforce the main idea in the closing paragraph.

1. Make Action Request Clear and Complete with the Five Ws and the H

2. End on a Positive, Courteous Thought3. Keep Last Paragraph Concise and Correct





Chapter FourAppearance and Design of Business

MessageContents

1. Business Letters2. Memorandums3. Special Timesaving Message Media

Business LettersThe appearance and design of your letter communicates a non-verbal message.The medium used most for written messages to persons outside your organization is the business letter. Your letter’s appearance conveys nonverbal impression that affects a reader’s attitude even before that person reads the letter. The many type styles and formats of modern word processing system and printers can enhance the appearance of your message and create a positive impression.Try to make a neat and elegant:

• Cover letter• Envelope

Stationary and Envelop

Keep the following guidelines in mind if you have an opportunity to suggest or change your organization’s stationary.

1. Quality, Size, Color of the paper

• 25% Cotton content• 20 pound• 8.5 X 11 inches• White or light gray



2. Letterhead (2 inches at the top) Includes:Letterhead information should include the name, address, ZIP, and telephone number. Sometime fax number, nature of business and name of department are also included

• The firms Name• Address• Fax number• Logo

Envelop (according to US postal guidelines)

• Return Address (sender’s address) upper lift corner• Receiver's address: middle of the envelop

– Contents of an address:

» Name and title of receiver» Name of department» Name of organization» Name of Building» Street address and suite number or post office box number» City» Country, City, state, and ZIP code country (if letter is being

sent out not the country).



– Mail notations such as Registered, special delivery needs to be below the postal area

– On arrival notations: confidential, please forward: shall be all in capital letters below the return address


1 inch

0.6 inch

1 inch

Registered

Senders Address

MailNotation

Receiver’s Address

On arrival Notation

Fawad Ahmad,Program SpecialistWHO, Afghanistan Box 345 Shashdarak, Kabul

PLEASE FORWARD

Eng: GullabuddinMarketing officer, Care IntShahr-e-naw, Kabul, Afghanistan




Standard Parts of a LetterMost business letters have the following parts:

1. Heading (letter head and date)2. Inside address3. Salutation4. Body5. Complimentary close6. Signature7. Reference section



1. Letterhead & dateLetterhead shows where the letter comes fromIf you don’t use letter head write your address above the (date)Headings either letterhead or your own address should be at the top of the letter before the date and before the name and address of the receiver of your messageDate: to right corner below the letterheadUS style: March 5, 2006Europe style: 3/5/06Asian & Latin style: 5 March, 2006


Letterhead

Inside Address

Body

Signature

Date

Salutation

Complementary close


2. inside AddressThe inside address should begin with the addressee’s name preceded by a courtesy and/or professional title.

1. Courtesy title (Dr.) or (Mr.)2. Name 3. 3. Executive or Professional Title ( better to be in the same line)4. Department name5. Organization Name6. City and country

3. SalutationSalutations are typed on the second line below the inside address and two lines above the body of the letter.Dear Mr. John, Dear Dr. Rahman, Dear Ms. ShaziaDear ManagerDear CustomerDear Ms/ Mr.



BodyMost letters are typed single-spaced, with two spaces between paragraphs, before and after the salutation and before the complementary close.

• Single space between lines• Double space between paragraphs

4. Complementary Closing

• Formal Closing Sincerely, Sincerely yours, yours sincerely Very truly yours, yours very truly

• Informal closing Warm Regards, Best Regards, Kind wishes,

5. Signature: You can include your typewritten name and your business title.

A. NameB. Position C. DepartmentD. Company- don’t write company name, if printed in the letterhead

For Example:Fauzia Koofi2nd Deputy Speaker, (Wolesi Jirga){NATIONAL ASSEMBLY}Sign by a pen

Write only your first name in signature, if you have not written your reader’s second name in the salutation



6. Reference SectionThe reference section may include information about the message composer, the typist and sometimes word processing data.

The initials of the composer/typist of the message

1. AF/SB: » means that Ahmad Fawad composer and Sayed Burhan typist

2. AF <5>: SB» Ahmad Fawad composer of the message» Saved in Disk 5» Sayed Burhan typist

3. Another method JH:AF:sb» Jamila Paiman signer» Ahmad Fawad composer» Sayed Burhan typist


Reference Section


Optional parts of the letterWhen appropriate any of these optional parts can be included:1. Attention line2. Subject line3. Enclosure4. Copy notation5. File or account number and mailing notation6. Postscript

1. Attention lineAn attention line is useful when you want your message to go to certain departments or when someone other than the addressee will take care of your message► When you want your message to go to a certain department► When you want to send it to a particular position, but don’t know his

name► When the writer thinks that the receiver often travels.

Place the attention line between inside address and salutation.To the attention of Marketing Officer,To the attention of Sales Manager

2. Subject LineThe subject will help your tell readers at a glance what is your letter is about.

► To show what the message is about► Place it below the salutationSubject: Invitation to the Workshop

3. Enclosure NotationAn enclosure notation or attachment notation is included to remind your reader to check for additional pages of information.

• It says about the attachments of the letter• Below the reference section

For example enclosing a resume with a cover letterEnclosures 2



4. Copy Notation

When persons other than the addressee will receive a copy of your message you note by writing “c,” “pc,” “copy,” “cc” the name of these persons just below the reference initials or the enclosure notationCC: Mr. Shir Ahmad: Means that a carbon copy has been sent to Mr. Shir Ahmad as wellC, PC or copy: Mr. Shir Ahmad: means that a photocopy of the letter has been sent also to Shir AhmadBC, BCC, or BPC (Blind copy): Means that you have sent a copy or copies to people whom you don’t want to name.

5. File or Account Number and Mailing Notation

Special account number or file number of the addressee in an organization, mailing notation words such as special delivery, certified or registered mail.Account Number is a combination of (serial Number & date) typed above the body of the letter.Mailing Notations: Words such as (Special Delivery), (Certified) or (Registered) which, are placed below the date line, or below the reference initials

6. Postscript

T110o emphasize a point already in your message or include a brief personal message unrelated to the letter a postscript typed or handwritten with “p.s,” “ps, or ps:” .To emphasize an idea of your letter, or insert a personal message, just writes “PS”, or “P.S.” or “PS:” and then your personal message.For Example: PS: Would you please come to my house this weekend?



Optional Parts of Latter:


Attention line

Subject line

Mailing Notatio

n

Enclosure Notation

Postscript

Copy Notation


Letter LayoutAmerican Punctuation styles

Asian put a comma instead of colon after the salutation; they say colon is too formal.

Although layout or format of the letter is primarily the typist’s responsibility, it is covered briefly here to give you a basis for choosing the styles you prefer.Most American business letters use mixed punctuation, with a colon following the salutation and comma after the complimentary closing.

1. punctuation style (comma, full stop etc )2. letter style (the format of the letter )3. tips for the letter placements (spacing, size of the paper, indents or

tab, )

Letter Styles1. Full Block: Every line starts at the left margin easy and quick

2. Modified Block: Date, com close, and signature sections begin at the horizontal

centre of the page. Attention and subject lines may be indented, or begin at the left

margin. All other parts begin at the very left margin.

3. Modified block with Paragraph Indented all the first lines of the paragraphs indented Signature and com close start at the center right corner date

4. AMS (Administrative Management Society)


Open

No punctuation After any part of the letter

Except the body

Mixed

Colon after Salutation & Comma after Complementary close


It is not used widely any more Use specific software package, if available, for composing a letter.


Modified block with

paragraphs indented



Full Block Letter Style


2- MemorandumThe memo goes inside the organization from one department to another. Mostly sent by E-mail.Preprinted Memorandums:

Headings of the memo► Courtesy title such as (Mr.) depending on your relationship► Don’t write your title in the heading► To a close colleague, just write initials of you and him► You should sign at the bottom► In case of sending to many persons type all names

Routing slip: Is a memo which you often send to a specific colleague; it has printed name of the receiver on it


Preprinted Memo

There are Message-Reply forms in some companiesمانند فورم های از قبل چاپ شده در ادارات حكومتي افغانستان

No Inside Address, no salutation no complimentary closeBritish people sign the memo by hand


A subject line must make the contents of the memo clear. Layout of Memorandum Body:

Same as letter, but the body is not centered. Sign your name a few spaces below the body.Give page number if more than one page.

Envelopes and E-mail:Some times you we use Preprinted Envelops, with the name person and address of organization on it



Special Time Saving Message Media

► Teleconference► E-mail► Fax► Telex► Telegram► Teletype

E-mails’ formats are generally a less formal combination of letter and Memo.

1. Their salutations and closing, are like letters2. But their headings, are like memos (To: Subject:)

► Auto Signature► Auto headings

Facsimiles (Faxes)Uses a phone #Digital SenderUses E-mails

Telegrams, Telexes or Teletypes

Mailgrams: when you want to reach a number of people simultaneously

Telexes or teletype: Electronic messages that use telegraph lines, by using a key board.

TeleconferencingThe communication among those people who live in distant areas.

There are 3 ways for this communication: Audio: People use telephone lines

Video: People use close circuit TVs. They can see each other and talk to each other



Computer: The Personal computers link people to each other

Chapter FiveSHORT REPORTBusy executives like the short reports because they are short, but they don’t like their numbers

President Lincoln asked members of cabinet to give him short reportsPlease make short reports really short.

Outline of a Short Report means:To organize the headings and subheadings of the report

Types of Headings of a Report

1. Topic headingsExample;

1. History2. Account

2. Complete Sentence headingsExample;

– The result of investigation on the problem– The tasks that are achieved so far

3. Imperative sentence headingsExample;

– Please confirm participation– Take the final examination

4. Variant headingsExample;


Introduction

BodyTerminal


1. Introducing of a new staff2. Taking time to write letter

Parallelism ((یکسان بودن عناوین

(All headings are “Topic”)

(Or all headings are “complete sentence”)

No Parallelism ((تفاوت در نوع عناوین

(Topic + Imperative + sentence Headings found in the same report) Outline FormatsStay connected with your format

HEADINGS:

First Degree ORGANIZATION

Second Degree OrganizationThe ……..

Third Degree _ Organization:The …………

Fourth Degree _ Organization: The….


Numeral-LetterCombinationI. A. 1.

A. (1).

US Style

Decimal System1.0

1.1 1.1.1 1.1.2

1.1.2.1

Used in scientificAnd technical

Reports

Letter-NumeralCombinationA.

1. A.) 1.(


Fifth degree _ Organization: the…

Subject Lines in a short report

1. Brief subject line– Recent changes

2. More complete subject line– Retirement age changes in Brazil

Other Examples:– Decision made– Decision of the committee about the draft law– Committee decided about the draft law

Charts and visuals

Visuals• You can use any type of Charts: bar, pie, line• Pictures• Use visuals either in the body or as supplementary• Use visuals sparingly ( صرفه جویانه ) in short reports

Prefatory and Supplemental PartsIf the report is more than 5-6 pages, you can use a title page and transmittal letter. Some times appendix

Types of Short Reports


00 00 00 00 00 00 00 00 00 0

0st Q t r0n dQ tr

0 rdQ t r

0 t hQ t r

E ast

W est

N o rt h

0

0 0

0 0 0

0 0 0

0 0 0

0s t Q t r 0n d Q t r 0 r d Q t r 0 t h Q t r

N o r t h

W e s t

E a s t

0st Qtr

0nd Qtr

0 rd Qtr

0 th Qtr

Analytical Reports

Letter ReportsInformational

ReportsOr

Memorandum


1- Informational Report or Memorandum

To inform or to summarize information

It has three kinds:1- Conference Reports2- Progress Reports3- Periodic Reports

Conference Reports (Minutes of the meeting)

Simple: Varies from simple dialogue between two parties (report of discussion between the marketing officer and a supplier about providing merchandise) Complex and big: write-ups of a conference consisting 200 participants.

Features:– Arranged By chronological (time by time) or according to topics– Some companies use preprinted papers containing standard

headings for often-written reports to insure the same information is sent

Progress Reports

Shows progress or accomplishment over time.

Features: Try to make your progress reports collaboratively or by team work. Every member of the team must revise the report.


Informational Reports

Informational ReportsConferenc

eReports

PeriodicReportsProgress

Reports


Headings:1. Introduction-nature of work2. Description3. Unanticipated problems4. Plans for next stage5. Summary

Periodic Reports

• Too Numerous • Weekly - annually (mostly annual) • Try to make it short- even one page or half a page• Some companies use preprinted formats for these reports• Write the periodic report collaboratively • Remember: Is it necessary to include a recommendation• or just a summary or conclusion

2- Analytical ReportsIt seeks to analyze a situation It may or may not have a conclusionAlso a recommendation at the end of the analytical report may or may not be desired.

For example evaluation of job applicants

Sample of IntroductionOn July 25 you asked me to prepare an evaluation report of candidates for the position of your retiring teller. That analysis is complete, and the following report is the response. On the basis of four criteria (company test scores, screening of initial applications, personal interview with each applicant, and recommendations form references) , 3 candidates have been chosen form the 15 who applied. In evaluating the candidates, I have placed major emphasis on (1) education and skills, (2) personal


AuthorizationPurpose

Methodology

Body may haveSeveral Paragraphs

SummaryConclusion

Recommendation


qualifications, and (3) probable permanency. In view of my analysis, Ms. True ranks high for consideration. AuthorizationPurposeMethodologyPlan for presentation

Recommendation-justification Reports

1. Recommends the change2. Remains with the status3. It may be in reply to a request or voluntary

• Support the idea that some thing new is desirable • Or defend the accuracy of some existing system or method

Place the Negative RecommendationAt the end, and the positive oneAt the front

In summary: Informational memorandum reports seek to inform; but recommendation or an analytical reports intend to either recommend or analyze.


Holding attentionFoundation

Current state of the problem

Effects of the problemOptions to remove it

Recommended Solution

Short summary orRecommendation


3- Letter Reports

It is simply a report in letter format. It has two types: Informational and Analytical For example a field worker sends a report, in letter format, to the central office about a specific problem or he sends his periodic report in letter format.

Contents of a letter report:- Date- Inside address- Salutation- Body (1st paragraph, 2nd paragraph, and 3rd)- Complementary close- Sign- Reference section

Informational Letter reportsFor example a staff report sent to the Chief financial officer regarding issues concerning personnel turnover in one of the sub offices

Analytical Letter ReportsShort analytical reports from overseas are frequently in the form of a letter report (hard copy or Email)For example an outside consultant sends you a report on an issue.



Chapter SixLONG REPORTLong report is simply the extension of short report.

• Greater length (some reports have more than 300 pages)• Deeper discussion of more complex problems• More visuals• Also it is called formal report, • It has more details

Contents of Long report• Prefatory Sections• Body (report)• Supplementary sections

Request to make a long report

• Oral Request• Written Request (MOR) Memorandum of Request

• Then you do the preliminary work

• After that you write the report

I. Prefatory Section

1. Cover and External Title

• You can purchase covers in US• Some very formal covers are made from leather• Write a complete report title on the cover

► Who► What► When



► Where► Why

For example: Recommendations for Increasing LG products’ Sales in AfghanistanTitle

– Keep the title short- try to omit “the”, “a”, and an– Some times use a subtitle:

For Example:Main Title: Drug Use in the WorkplaceSubtitle: Options for decreasing the problem

Sample:(Title):Recommendation for establishing a joint Venture (سرمایه گذاری مشترک)

Prepared for Board of Directors

Prepared by the International Strategic Review CommitteeJanuary 25, 2005

2. Title Fly and Internal TitleIt is a simple sheet of paper between the cover and the internal title page.

3. Letter or Memorandum Transmittal

Also called cover letter or cover memorandum:

• Write this part in a manner as if you are writing a letter to the receiver of the report

• Has 5 parts (usually)

1. Authorization



2. Transmittal Details3. Background, Methodology4. Highlights5. Courteous Ending

a. Authorization: you don’t have to write authorization in self initiated report. Some times the actual request is attached to the report

b. Transmittal Details: is combined with authorization. “here is the report you requested …”

c. Background Methodology: research methods.d. Highlights: the important recommendation or idea.e. Courteous Ending: Acknowledge, later report will be forthcoming,

say that you can reply questions, your contact address or E-mailExample:


Dear Mr. David

Attached is the report you requested on April 10, 2005 on the issue of Drugs

In the Workplace. We have tried to meet your requests as stated in your

Letter of that date and hope the report is useful to you and your office.

Our approach to the issue involved work in three areas: meeting with local health personnel; interviews with persons who have publicity indicated a problem with drugs; and meeting with other companies in the area. Three months of effort were devoted to the above investigations.

Three recommended solutions are supported by the committee. Consensus also appeared for the three criteria we used for evaluation: fairness, workability, and const effectiveness.

We hope the report is acceptable to the committee. As a group we found the investigation interesting, challenging, and most of all, hopefully rewarding in decreasing and eventually solving the problem of drugs in the workplace.

Cordially

SignatureTyped name, title or position

Methodology


4. Table of contents فهرست مندرجات

Show 1st, 2nd and rarely 3rd degree of headings in the Table of Contents.Table of TablesSpecial table of contents is to list all statistical data tables and charts, and other visuals with their page numbers.

5. Executive Summary, Abstract خلصه یا مقدمه, Synopsis► It is often the most read piece of the report.► May be inductive or deductive ► Other headings of this part= purpose, scope results, conclusion…► Some time only the Executive Summary portion is circulated to the

managers and then it is up to them if they want the complete report or not.

► Should be fewer than 500 words,

II. Supplementary SectionsLong reports have more Visuals, evidences and collaborative documents

1. Bibliography ماخذBibliography is a list of sources you cited as documentation.Also called: sources, references…


Highlights


2. Footnotes and Endnotes (Citation) حاشیهThey are two types:

1. That explain content:تشریح در حاشیه 2. That Identify sources (citation) نقل قول

For example you want to put your own idea in the report. You have to indicate in the endnote that the idea is yours.To link up the endnotes with its relevant text use superscript numeralsFor example;Apple1

3. Appendix ضمایم

They are materials that are not essential in developing any part of the text, but you need to include them somewhere in your report.For example: copy of questionnaires, big organizational charts, tables, maps, graphic representations…

• In formal reports there must be a sheet of a paper between the body and the appendix

• You should always refer the reader to the appendix

4. Glossary لغت نامه


Bibliographic Formats

AَPAAmerican Psychological

AssociationIn this format

You list books, periodicals,Government publications

In different groups

MLAModern Language

Association

iُn the form of Single alphabetical list


►- When your reports have confusing or too technical terms, you have to explain them in the glossary.

►- Always mention in the introduction that your report has a glossary.

5. IndexThe index lists the topics alphabetically.

III. Presentation of the Long Report

1. Define the problem2. Collect data3. Sort data4. Organize the outline5. Prepare visual aids

Now you draft, revise and edit

Draft• Try to overwrite in the beginning.

Because deleting of unnecessary things will be easy afterwards.

• First: write the easiest part.

Body• The body of the report may have

chapters and sections



• Some time a report may not have chapters or sections, Conclusion, summary

Editing and Revising

After finishing the first draft, lay it aside for at least one day. Because after some time, you look at the report more objectively.Finally Type the final document

Spacing• Single spaced reports are popular double space between paragraphs, before the footnotes. • Double spaced are easy to read indented paragraphs

Margins• Add more half inch for binding

Pagination:Cover and title fly: don’t count and don’t numberTitle page: count (i) but don’t insert number Table of contents: count and number each pageTable of tables: count and numberExecutive summary: count and number

In a left bound report the page numbers should be inserted near the upper-right corner



If bound at the top; page numbers should beinserted at the bottom and center of the page

Chapter SevenProposals

Persuasion lies at the heart of Proposals• You seek to persuade your reader to do something• Foreign Companies submit proposals to Afghan Government for

Petroleum pipeline• Professors submit proposals to companies that they can help to

investigate and solve problems• Advertising agencies submit proposals that to be selected as

“agency of record”

Two kinds of proposal:• Inter Office Proposals• External Proposals

Request for Proposal (RFP)• US government is one of the foremost requester for proposals

The Request for Proposal (RFP) appears in:• Trade publication نشریات تجارتی • Newspaper

1. Directed RFP; toward specific companies2. General RFP any interested company may apply• University Offices devoted for Proposals in US

Purposes of Proposals…Big Projects

• To construct big structures, buildings• To survey water areas for possible oil • To clean up the ground soil at military airport

Small Projects



1. Implementing a short term capacity building program2. Preparing international managers for work3. Basic research before developing an

automobile factory in Mexico4. Wiring of a newly built building

Kinds of Proposals

1. Research Proposals 2. Business Proposals

1. Research Proposals

When Professors or their schools apply to provide research service to a company or government

Sample Request for a Research Proposal

Higher Education Ministry of Afghanistan seeks proposals to the University Development Program in Agriculture for Laghman University. . . . The purpose of the exchange program is to develop curricula and teaching methodologies for Aَgriculture faculty of Laghman University.Please submit your proposals to….

2. Business Proposals

Proposals for implementing business projects are called Business Proposals

Proposals may be solicited or unsolicited

Solicited proposals are sent based on an RFPUnsolicited are not sent based on an RFP

How do you submit an RFP (Request For Proposal)?

• Post, and Email (mostly private businesses)• Published in Newspapers (Governmental and large companies)• While writing a proposal use the same words, outline and literature

that the requester agency has used in RFP



Parts of Proposals

Only long, comprehensive proposals have all parts

1. Title Page2. Executive Summary, Abstract, Synopsis3. Draft Contract4. Table of Content5. Introduction6. Background7. Procedures8. Equipment and Facilities9. Personnel10.Budget11.Appendixes

1. Title PageSimilar to long report’s title pageIncludes:

a. Titleb. Name of the person to whom submittedc. The person who has written the proposald. Date

2. Executive summary• Most important part of the project• Even some short proposals have this part• Budget figures omitted here • Some executives read this part only

3. Draft Contract• Draft contract only in long descriptive proposals



• When the reader is agreeable

4. Table of ContentsOnly in long proposals

5. Introductiona. Purpose

• To recommend a format for board of Director Reports• To construct a 200 beds hospital for Shakardara People

(Never assume that your reader will be the same person who wrote the RFP)

b. Problem:• Show that you understand the problem• State all problems you will face and how you propose to overcome

themc. Scope:

• Define the boundaries of your proposed project• Will you study or research one area or a severe problem…

d. Project Team:• Both in short and long proposals here include the team (people)

that will work in the project• In long projects write vita of the team members

6. Background• State the overall concept• State all Previous projects completed• Showing how your proposals will build

on previous works

7. Procedures



• How will you meet the requirements of the reader-methods

8. Equipment and Facilities:• State that you have every thing you need

9. Personnel• If team information was not included in Introduction,

state all personnel information here- but sometime you need to put personnel information in both places

• Every person’s role• Every person’s devoted time (percentage) to the project

10. Budget• Budget is mostly in tabular format• Justification column: a column for showing reason of spending the

money

11. Appendixes• In the last part of the proposal• Including graphs, endorsement letters, letters of recommendation,

license of the company



Short ProposalsA proposal was sent to a company to complete their two remaining units of power, the proposal had the following parts;

1. Letter of transmittal2. Executive summary3. Body

• Project team• Scope• Construction contract package• Computerized engineering system• Budget

Long Formal Proposals

• Large projects require long proposals• They are elaborated• Long Projects need more money• Some time more than millions of dollars

Request for ProposalsA government, company or an individual may send the RFP to outside vendors.

Requester Vendor

Department of Defense Gun supplierJet airplane suppliers



UN long-term development projects implementers

Foreign government Engineering firms from Japan to build Kabul-Kandahar road

Chronology for major solicited proposals

Governmental ProposalsThe government gives a brief advertisement in the newspaper about the project, and then any interested vendor seeks information from the contact person mentioned in the advertisement Vendor may also ask the contact person if he is willing to send him a successful proposal (as a sample) from the past…

Headings found in a formal Longer Construction Proposal

1. Prefatory parts• Cover with title• Inside title page• Table of contents• Request for Proposal letter• Response to proposal letter• Description of owner’s requirements• Scope of services• Description of facilities• Working relationship • Contracts


Preliminary requestIn newspapers, publications

PreliminaryProposals received(Conceptual package)

Evaluation of Preliminary Proposals

Selection of The vendor after months or year

Asking for more details (RFP)From short listed vendors

Written Detailed Proposals &Oral Presentation

Short listing

Project


• Schedule for selecting architect or engineer

1. Phase 1: qualifying firms2. Phase 2: interviews 3. phase 3: negotiations of fees and notice to proceed 2. Body of Proposal

General formatApproach to delivery of servicesCapabilities of firmDemonstration of management systemPersonnel in delivery of servicesContact terms and conditionsFirm informationFee-budget

3. Supplementary partsMaster project scheduleVendor surveillanceTable defining direct costs, overhead fees

Writing Style and Appearance

• Apply all business communication principles• The first impression is critical• Proposal Appraisal criteria:

– General appearance– Neatness– Specific appearance of visuals– Consistency of style– Title: does it properly describe the project– Completeness– Professionalism

• Revise it many times



Chapter Eight Chapter Eight PROPOSAL WRITINGPROPOSAL WRITING

STEP 1: Decide on the TopicTitle (catchy)Must be relevant to local contextSelling point

STEP 2: List ObjectivesConcise and focusedRealisticMeasurable

STEP 3: Do your researchIntegrate social and natural environmental issuesSpeak the right languageDo needs assessmentBaseline studyKISS (Keep It Simple Stupid)

STEP 4: Develop Action PlansPhase your actionsConsider funding modulesConnect actions to time frames

STEP 5: Re-evaluate and reviewConsider independent evaluationConsider evaluation after each phase

STEP 6: SummaryWrite summary at the end and then put it at the beginning

GENERALBe aware of deadlines!!Develop relationship with funderReference your work



Check on your funding policySocial responsibilityEnvironmental responsibilityFinancial responsibility

EFFECTIVE PROPOSAL WRITINGFive Crucial StepsFive Crucial Steps Step 1 – Present a Good PlanStep 2 – Beware of OverburdenStep 3 – Tie Needs to Objectives and EvaluationStep 4 – The “E” FactorStep 5 – Presentation is KEY

STEP ONESTEP ONE Present a Good PlanPresent a Good Plan

Follow, FOLLOW, FOLLOW instructionsBe organizedEngage the readerNO NO JargonJargon

NO NO AssumptionsAssumptionsNO NO ComplicationsComplicationsNO NO SkippingSkippingNO NO AddingAddingNO NO InflatingInflatingNO NO BraggingBragging

THE PLANTHE PLANAbstractAbstractTable of ContentsTable of ContentsIntroductionIntroductionNeedNeedObjectives/ Plan of OperationObjectives/ Plan of OperationKey PersonnelKey PersonnelEvaluationEvaluationBudgetBudget

NEEDNEEDKnow your need.



Know what’s going on nationally regarding your “need.”Prove your strategy addresses need and “stops, changes, or

remedies” the problem: objectives/ evaluation.

Objective / PLAN OF OPERATIONObjective / PLAN OF OPERATIONGoals and ObjectivesA GOAL is a general direction, a long-term plan.An OBJECTIVE is a “specific result measured in a specific amount of

time.”

THE TIE-INTHE TIE-INNeed reveals the problemObjectives reveal under what conditions you

will stop, change, or remedy situation (what, for whom, with what results expected, by when)

Evaluation reveals if objectives HIT THEIR TARGET

METHODSMETHODSWhen you use “by” in an objective, you are describing a “method.”

Methods tell HOW. Methods tell you “HOW you will achieve your objectives. They are

activities.”Methods are NOT OBJECTIVES. They are means to reach objectives.

OVERVIEWOVERVIEWProblem (need)

Effect/CauseGoals/ObjectivesOutcomesTime limitedMeasurableRealisticRelevantMethodsImplementationRationale

KEY PERSONNELKEY PERSONNELQualificationsExperience% Time on Project


Resume of John Jones

Jones cont’d.

“Say, you must be quite a guy, John.”


Equal OpportunityResume orJob Description



EVALUATIONEVALUATIONHow (methodology)…When (timelines)…Who (responsible people)…What (instruments)…

Evaluation CycleEvaluation CycleConceptualize the TaskDevelop the PlanWork the PlanAnalyze the DataWrite the ReportAct on the Findings

BUDGETBUDGETCategories

STEP TWOSTEP TWOOVERBURDENAvoid it for the FUNDERREADERYOUR STAFFYOU

“The overburden”“The overburden”“In order to arrive at paydirt, the valuable

ore they are seeking, miners must sift through and discard a great deal of worthless material known as “the overburden.”

Too much “rambling”Too “disorganized”Too “ambitious”Too “costly”



Too “hard to read”Too “easy to eliminate”Too “uninspired”Too bad!Too Much Information…Too Much Information…Not Enough Information…Not Enough Information…

ReadersReadersReaders have one main function with three main parts:Readers have one main function with three main parts:

Eliminate (what’s not there and should be)Eliminate (what’s there and shouldn’t be)Eliminate (poor plan)Their real function, however, is to FUND projects.

STEP THREESTEP THREETieTie NEEDS to OBJECTIVES and EVALUATION NEEDS to OBJECTIVES and EVALUATION

What are you stopping, changing, or remedying? (Need)Who, what, where, when, and how will you stop, change or remedy?

(Objectives)How will you know you stopped, changed, or remedied? (Evaluation)How much will it cost to stop, change or remedy? (Budget) OUTCOMESOUTCOMESReduceImproveEliminateIncreaseStrengthenExpandDecreaseShorten



Methods…Methods…activitiesactivitiesProduceCreateEstablishProvideTeachDevelopAssistFacilitateCollaborateEmpower

STEP FOURSTEP FOURTHE “E” FACTOREnergyEnthusiasmExcitementEffectivenessEfficiency

STEP FIVESTEP FIVEPresentationPresentation

Presentation is KEY

PresentationPresentationClean typeWhite space on pageHeadings/bold typeHeader or footerPages numberedCreate a document that the reader/funder

will WANT to delve into and FUND.



EASY ON THE EYEBALLSEASY ON THE EYEBALLSThe clearer the type on the page

is, the easier it is to read.Less clutter on the page,

makes it easier to understand.

THE PERFECT PROPOSALTHE PERFECT PROPOSALPreparePlanPresentPositionPartnerProvide

AMovementIs InProgress

Proposal WritingProposal WritingSystematicBusiness-likeTreasure mapCommon sense



REFLECTIONSREFLECTIONSYour Importance Must Shine ThroughYour Importance Must Shine Through

Do Your HomeworkDo Your HomeworkTarget Your Proposal Follow the Guidelines Get a Second OpinionBe ConciseSell the ProjectTry, Try AGAIN

Common ErrorsCommon ErrorsLimited ImportanceLocal significanceMethods do not fitNo statisticsUnsuitable targetPI lacks experienceInappropriate budget

Rule of ThumbRule of Thumb

“If it is not in the application, it is not part of the plan and probably was never even considered by the planners of the project.” Reader’s Mandate

It’s In the Approach…It’s In the Approach…Be positive not problem-orientedBe factual not emotionalBe specific…save the shopping list for the grocery storeBe respectful…don’t beg, don’t grovel



MORE APPROACHESMORE APPROACHESUse lay language

Do your research

Don’t “entomb” the work

FIVE STRATEGIESFIVE STRATEGIES

ESTABLISH credibilityDEMONSTRATE strong supportCREATE partnership linkagesDEVELOP research-based modelsBUILD and MAINTAIN accountability

Getting fundedGetting funded is ais a CONTRACT! CONTRACT!You MUST do what you said you would do.

Your Contract is a DELIVERABLE commitment!Your Contract is a DELIVERABLE commitment!

REJECTIONREJECTIONIf you are “thin-skinned” – find another person to write the

proposals.It is NOT personal…don’t let your ego get involved.



Proposal WritersProposal Writers

1) Will the project meet the need?2) Is it realistic?3) Is the capacity there?4) Can it be funded?

THINK LIKE A FUNDER!THINK LIKE A FUNDER!“Process of Criteria Evaluation”

Is the issue important to me?Is it realistic?Is the timing appropriate?Is this the best group to undertake the project?Does the group really need the money?

WRITING…WRITING…Write the way you speak.Write to ONE reader.The reader is probably tired…keep the reader awake!Think of the reader as an interested friend.

MORE….MORE…. 80% of the proposal process is planning;

20% is writing.

RememberRememberTo use your intuition.

Judy GoochJudy Gooch“Who says so?”“So what?”“Who cares?”“Save flag waving for parades.”“Keep the shovel in the barn.”


ProgramDeveloper

s And


ROME WAS NOT BUILT IN A DAY!ROME WAS NOT BUILT IN A DAY!

Give yourself time.Give yourself room to grow.Give yourself encouragement.Give yourself a BREAK…

The BEST AntidoteThe BEST AntidoteFor REJECTION

is to LEARN from your FAILURE andRESUBMIT

End of Proposal WrittingEnd of Proposal Writting


YOU CAN DO IT!YOU CAN DO IT! Proposal writing

Is like Painting a picture,

one stroke at a time Or

Completing a puzzle, one piece at a time.


Chapter NineChapter NineInterviewing TechniquesInterviewing Techniques

The HandshakeThe Handshake

Keep your right hand freeMeet the other person’s hand “web to web”Keep hand in a vertical positionShake from the elbow, not the wristTwo to three smooth pumps

Workshop TopicsWorkshop TopicsPurpose of the InterviewPreparing for the InterviewTypical Structure of the InterviewTypical QuestionsAfter the Interview

Purpose of the InterviewPurpose of the InterviewThe Candidate

Clarify responsibilities of the positionDetermine if you can/will do the jobDetermine “fit”

The InterviewerEvaluate candidate based on qualifications and employer needsDetermine “fit”

Preparing for the InterviewPreparing for the Interview



Questions When SchedulingQuestions When Scheduling

How long will the interview last?How many candidates will be interviewing?With whom will I be interviewing?Is there anything I should bring with me?

Know the EmployerKnow the EmployerProduct or ServiceSales/AssetsCompetitionHistoryField OfficesIndustry TrendsChain of CommandSize

Resources for Researching the EmployerResources for Researching the EmployerCRCPlanning Job Choices: How to Research CompaniesFlorida Business DirectoryHoover’s Handbook of American BusinessCareer Information Library - Employer FilesInternet, www.workinoptics.com, etcTrade publications & journals (OSA, SPIE, IEEE)

Know YourselfKnow Yourself

Why do you want to work for the firm?What can you do for the company?Your accomplishments/experienceYour strengths/weaknessesYour initiative, goals and attitudesYour responses should be unique and specific

What to Bring to the InterviewWhat to Bring to the InterviewPortfolio


http://www.workinoptics.com/


Copies of your resumeList of Professional ReferencesCollege transcriptsFederal applicationTwo quality pensNotepadComb or brushBreath mints

]

Dress for SuccessDress for SuccessWomenSuit with knee-length skirt and tailored blouseKeep accessories and makeup simplePantsuits are more acceptable now but

save them for after you obtain the job

MenTwo-piece suitSolid colors vs. prints or patternsTie pattern should be simpleWear polished shoes with dark socks long

enough so no skin shows when you are seated

Ten TipsTen Tips

Arrive on timeIntroduce yourself in a courteous mannerRead company literature while you waitUse body language to show interestListenSmile, nod, give nonverbal feedbackAsk about the next step in the processThank the interviewerObtain a business cardWrite a thank-you letter to anyone you have spoken to

Typical Structure of an InterviewTypical Structure of an Interview



Small talk“Tell me about yourself!”Discussion of your background and how it relates to the positionYour opportunity to ask questionsConclusion

Five Tough Interview QuestionsFive Tough Interview Questions

The tell-all question: “Tell me about yourself.”The surprise question: “What’s your passion?”Strengths and weaknesses questionsQuestions about the future: “What are your long-term goals?”Scenario questions: “What if…?”

Questions to Ask in an InterviewQuestions to Ask in an InterviewWhat will my duties entail? What kind of work can I expect to be doing? Can you describe a typical

day?Where does this job fit into the organizational structure of the company?Who would I report to? Who would I be working with? What is the size of the department I would be working in? What is its

structure? How is it organized? May I see it?

More Questions to AskMore Questions to AskDoes the company offer any training opportunities?How would you describe the ideal candidate for this position? What

qualities do you want in the person who fills this job?What do you feel would be the greatest challenge for me?What is the selection process/timeline from here?May I contact you if I have any further questions?

After the InterviewAfter the InterviewWrite a thank-you letter to anyone with whom you have spoken

Use standard business letter formatThank the interviewerReference a point of conversation which was of mutual interestRecap how your skills and qualifications fit the position based on your

interview conversationCommunicate your continued interest in the position

Practice, Practice, Practice!Practice, Practice, Practice!Mock interview



InternetTen Interview Questions

http://www.careercity.com/content/interview/during/tenquest.asp

Virtual Interview

http://pound.thepavement.com/career/tvirtual.html

NEGOTIATINGNEGOTIATINGTOPICS FOR DISCUSSIONTOPICS FOR DISCUSSION

Understanding the ProcessThe InterviewThe OfferThe Negotiation Process

UNDERSTANDING THE PROCESSUNDERSTANDING THE PROCESS

What It Is NotSaying “I want more money”

What It IsMeeting and discussing a subjectMutual agreement of issues

When does negotiation beginTelling about yourselfWith the initial interview

EvaluationAnswer these questions: What is the Salary range?



What is the lowest salary that I will consider?What makes me worth a higher salary?

Where to Get Salary InformationNational Association of Colleges and EmployersCareer Resource CenterLibrariesTrade associations and trade publicationsInternetPeople working in the industry

Some Employer Objections to Your Request for More MoneyYou don’t have enough experienceOther employees aren’t making moreThe budget won’t permitThat’s what we are paying new hires

Your Positive Response to an Objection to Pay You MoreIn response to the “other employees aren’t making more” statement, you

might give a response such as: “I see. (Short pause) What is the range for this position? What would

it take to get to that higher level within that range?

The InterviewThe Interview

Some Ideas to Help You during the Interview Process As It Pertains To the Salary IssueGood listening skills Try not to be the first to mention moneyIf asked what salary you are looking for, say you have a range but that it

really will depend on the total packageIf pushed, have a range in mindIf asked what your current pay is, tell the truth

THE OFFERTHE OFFER



Give answer in 24 hours unless you are considering other options. Or ask for a window of time.

Ask about other important fringe benefits before accepting the jobAvoid telephone negotiations

THE NEGOTIATION PROCESSTHE NEGOTIATION PROCESS

Here Are Some Examples of How a Salary Discussion Might Go

Company: “We would like to offer you a salary of $55,000/year.”

You: Alternative answer #1: “I’m delighted that you are interested in me. Based upon my experience and also because of a variety of expenses associated with the cost of living in (this city), I would like to make around $60,000. How do you feel about that? Alternative answer #2: “I like the opportunity, and I know that I could contribute, but I have several other opportunities that are in the $60,000 range. Is there a way we could work this out?”

Alternative answer #3: “I’ve completed a very valuable education and anticipated $60,000 as a minimum. Is there a way we can work that out? I love the opportunity and would like to work here if I can get that amount. What do you think?”

Ask if you can get periodic reviews to let your future employer know that you are concerned with providing the highest level of service.

Before asking for more money, mention positive statement that reflects your skills and why you are qualified for the job.



Chapter TenAmazing Interviews

• Some people fell asleep• Some say they never went to the school they indicated in resume• Some just leave the room and fly• Some will ask that what is the panel opinion about this job

The Selection Process


Initial Screening Completing the application form

Employment Tests

Comprehensive Interview

Background InvestigationIf needed

Conditional Job Offer

Medical/ PhysicalExamination if required

Permanent Job Offer

Failed to meet minimum qualifications

Failed to complete application

Failed in test

Passed

Also some other things such as drug testing, reference check …


Initial ScreeningThe first stage of selection process whereby, job inquiries are sorted.

It is two step procedure1. Screening inquiries (exploration): If we have great number of

potential candidates we will screen them based on:a) Experienceb) Educationc) To see if they had too many jobs in short timed) Numerous courses and short seminars instead of proper of

education2. Screening interviews: HRM will arrange a preliminary interview to

describe the job in details so that to find out that the applicants who really want the a) The unqualified will withdrawb) To tell the applicant his salary range

Completing the application FormAfter screening applicants are asked to fill the organizations’ special application forms;

» Name» Address» Phone no» Skills, accomplishments and other things» Any other information, » Signature

What is Legal to Ask in an Application Form?

• Don’t ask about foreign address that shows the nationality of someone

• Don’t ask for photos before hiring• You can ask about religion only after hiring, to know about the R.

holidays• Citizenship: You can ask to know if he is legally entitled to work in a

country?• Education: Don’t ask about racial or religious affiliation of the

educational institutions• Relatives: ask for a contact name in case of emergency• Age: Ok to ask to know if the applicant is within the limits of legal age



• Disability: Do you have any disability that will affect your performance of the job.

• Height and weight: if not essential to performance of the job, don’t ask.

• Sexual orientation; don’t ask• No drug test: unless very desperately needed and approved

Weighted Application Forms

When different levels of importance is given to the data of job application to find out successful and unsuccessful job applicants

We give weights to items of job application through analyzing the results of hired employees.

– Distribute them to two groups, » stayed for long time, » and stayed for short term

– We give weight according to percentage of long time employees

Employment Tests

• Intelligence test• Aptitude test: standard test given to check up on an individual's

knowledge or level of skill in comparison to the average knowledge or level of skill in a particular group

• Interest test• Graphology test (handwriting) • More than 60% organizations use tests for selection

Performance Simulation Tests

Work sampling and assessment centers The job applicant is asked to engage in specific

behavior necessary for doing the job successfully. It avoids of any criticism on non-job related tests.



Work SamplingSelection device requiring the job applicant to actually perform a small segment of the jobFor example: translating a text for the position of translator

Advantages;• This technique is identical to job content, • Also is a better predictor of short-term performance.

Disadvantages:• Difficulty in developing good work samples for each job. • Work sampling is not applicable to all levels of organization (for

example managerial job)

Assessment Centers A facility where performance simulation tests are

administered. (Include a series of exercises used for selection, development, and performance appraisals)

Individuals go through a series of exercises and they are appraised by executives, psychologists, and practicing supervisors.

Testing in Global Arena• France: graphology tests used frequently in France• In UK: psychology tests such as graphology, and

honesty tests are rarely used but other work related tests are used frequently

Comprehensive InterviewThe panel members of the comprehensive interview:

1. HRM interviewers2. Senior managers3. Potential colleagues4. Potential supervisors

What is assessed in the interview?1. Motivation2. Values3. Ability to work under pressure4. The interview will determine how much

the employee may fit in organization



Types of Interview1. Traditional Interview: One to one2. Panel Interview: one applicant is interviewed by several

people.3. Situational Interview: Any interview in which the questions are

identified and the predetermined answers are expected.4. Stress Interview: a difficult situation is created for

the applicant to evaluate how he reacts.

Negative Points of the Interviews

1. Impression Management: influencing performance evaluation by portraying an image desired by the appraiser

2. Seeing the test result and application forms will make the interviewer biased against applicant.

3. (He already has an image of the applicant in mind)4. If he says some thing positive which is expected he will be very credited

for that5. The interviewer always remembers only half of the interview information6. Note taking is a good technique to remember things

Positive Points in an Interview1. It clarifies the level of interest, and motivation of the applicant to the job

and organization2. It shows the communication skills of the employees3. Collaborative decision about hiring of the applicant is made

……………………………………………..4. Interviews are more effective for middle and higher managerial

positions5. Very high position candidates are interviewed more than once by many

executives even by general director

Behavioral Interviews

Situation Interview or behavioral Interview: in this interview the candidate is appraised not only for his wordings but also for his behavior.

• A situation is presented to him, and he is asked how he will react under stress and how he will behave



• Research says that behavioral interviews are 8 times more effectiveRealistic Job Previews It is a selection device that allows job candidates to learn both positive and negative information about the job through brochures, films, work sampling, plant tours…

• it reduces voluntarily turnover rate• They will have lower and realistic expectations

Background Investigation or Reference CheckThe process of investigating about the information that the job candidates provide.

– Contacting his previous managers– Contacting his studied schools– Contacting his own references

Negligence hiring liability: When a wrong person is hired because of negligence about his past background.Qualified Privilege: the ability of organizations to speak frankly about employees.

Conditional Job OfferA special job offer which is given to selected employee, and becomes a permanent job offer if the employee passes all the physical tests, medical test,

Medical Examination/Physical ExaminationTo see if the employee can do the job or not. Physical Test:

• Especially designed for physical jobs such as firefighters, guards, drivers…

Medical test: • The medical test must be job related• To prevent future false claim of injury or disability

Job OfferThe selection is done by actual manager the offer is given by HRM



The Comprehensive Approach or Discrete ApproachComprehensive (فراگیرنده) approach: Applying all steps in the selection process before rendering a decision about a job candidate.

• Each employee will stay in the process until the end of all steps• Positive factors counterbalance negative factors• Comprehensive selection is better than discrete selection• But comprehensive interview takes more time and effort

Accepting the job offer• Personnel orientation is important & his

perception of the company• Salary and benefits• The rejection must be communicated properly

Key Elements for Successful Predictors 1. Reliability: (اعتبار) consistency of measure means that the selection

devices such as tests should be reliable.2. Validity: the relationship of the selection device to the relevant

criterion (job performance)A- Content Validity (that the content of the test (questions) represents all

job situations, such as typing test for a clerkB- Construct Validity: the test measures a particular trait (quality or

attitude) which is related to successful job performance. Such as an IQ test.

C- Criterion Validity: means that the test accurately predicts the job performanceFor example: the test score is accurately set.

How We Establish Criterion Related Validity-IHow to bring Predictive Validity in a test:


Applicants are tested They are hired, but not baseOn the test

Performance evaluation After one year or 6 months

The results of evaluation isThen compared with the result Of the taken test

The test either may be revisedOr kept as it is for further use

Cut Score: a scoring point below which applicants are rejected

Cut scores are determined


How We Establish Criterion Related Validity-IIHow to bring Concurrent Validity in a test: using the current employees to validate a test.

Cut Scores and Their Impact on HiringCut Score: a scoring point below which applicants are rejected.

► We change the cut score parallel to supply of the workers► The higher the cut score the more selective and picky the organization is► The higher the cut score the lower selection ratio

Validity GeneralizationA test valid for screening of applicant for a variety of jobs

For example department of labor had a General Aptitude Test (GATB) which was valid for 500 jobs.


Current employees takeA test

Scores are analyzed

Comparing the test results withThe results of their performance appraisalRevise the test or keep it

as It is

Determine cut scoreAnd utilize the test for new applicants

Predictive validity is preferred


Chapter ElevenChapter Eleven

Job Application

Current SituationCompanies are restructuring and reengineering therefore most of the jobs

are not permanent.Turnover rate is increasingCompanies market themselves and you have to find a proper job for

yourself

Self-Assessment To be aware of your interests, qualifications, achievements and even

personal value.Being aware of these qualities enable you to better sell your

self.

Know Your Skills

I enjoyed negotiating a sale.I helped in preparing the evaluation documents.I created three new products from my initial ideaI planned effectively for my classesI understood the idea from a technical reportI drafted and revised a letter in a short time.After survey from 40 firms’ recruiting persons it was found that graduating MBAs sought the following attributes…

Communication skills: 85%Interpersonal skills: 69%Self motivation/initiative: 67%Professional presence: 62%Leadership: 56%Problem solving skills: 54%Academic achievement: 51%



Know Your Accomplishment

Winning a scholarship award allowed me to travel to EuropeObtaining the combat infantry Badge resulted in a promotion to Master

Sergeant.Processing the paperwork for three contracts in 2 weeks resulted in my

promotionSpeaking Hindi language allowed me to head a student study group to

India.

Knowing Your Interests: I most enjoy… I least enjoy…Which jobs have I enjoyed the most? Why?Do I prefer to do a technical work and be less responsible and less

authorized?For how many hours can I work in a day?

Know Your Personal Values

I want to have control over peopleAn ambition for getting higher positionI need to learn more and moreOh, I need a salary over $1500.A desire to help people$ is the most important symbol for me.I want to do every thing on my own.Altruism, prestige, adventure, association, power, variety, physical

activity and moneyCareer enrichment or own assessment programs

Market AssessmentWhich employers need what I offer?In which business market would I like to work?

You can find job vacancy announcements in Trade Publications, libraries, and other special places such as a bulletin in front of an organization.



Who can help you to find a jobNetwork (to remain in contact with individuals or groups)Your university alumni (graduates)Business friendsEmployment agenciesRelatives, acquaintances ((آشنایانLabor Union

Resume, Vitae, Qualification brief

A resume is summary of your qualifications and intended career path.

There are many formats for making a resumeWrite phrases instead of full sentencesPush the positive-but the honest

Order of Resume Items

Preparation is essentialIdentification of self and company interestWork experienceProfessional objectivesEducation qualificationsAchievementsPersonal informationReferences

Resume



Opening SectionHeading (this parts shows how you will be contacted)

Adam Khan432 North Street, KabulPhone, 070 345898E-mail: [email protected]

Job or Career Objective:For example: An entry-level sales position

A senior position in accounting in a bank A brief statement of your qualifications or a mini resume at this point Some people include brief qualifications in the cover letterPeople tend to select first things therefore write your important and good

qualifications just after the heading

Education:Name of school, location, degree, don’t include high schools unless you

have received an award in it.Write abbreviations for your degree, BBADon’t include specific subjects you studied when

you are sure that the employer knows them.Note honors, awards and scholarships

Work Experience:List your jobs in reverse chronological order

Name, location, and dates of each employmentYour position and titleUse verbs that show your major activities in that jobFollow the rules of parallelism

Achievements, Awards, Service ActivitiesMention all awards you received

Athletic accomplishmentsPublished materialsFluency in a languageMap readingCommunity services Working with people




Use the following words to describe yourself:

I accomplished, I achieved, I implemented, I obtained, I headed, I supervised, I created, I justified, I won, I recommended……

Personal Data (Optional)Civil Rights Law prohibits any kind of discrimination in hiring.You don’t have to include your personal information such as marital

status, sex, tribe, language…You can also write in this part about your military service, physical skills,

travels and many other things

List of 3 persons with their contact detailsList name of those persons who will have a positive reply about youBetter not to list more than 3 Take permission from those people first

Cover LetterCover Letter= single bullet rifle ( ( گلوله سربیتفنگResume= shotgun (چره یی) It has three partsOpeningBody Closing

OpeningState the main idea first; this is a direct request

Summary styleName styleQuestion styleNews item opening style

Summary Style OpeningYou write the summary of your two or three outstanding qualifications related to the job,Example: I have worked with UNAMA and ISA organizations as administrative associate for overall 5 years…

Name Opening ( in case of networking)



Professor Sayedajan, our teacher in Kabul University told me of a possibility opening in your area. Based on my two year experience in this field, I will be a good candidate to fill this position…Question Opening

Do you need some one to effectively manage your company’s financial affairs…I have 7 year work experience and a degree in finance…

News Item OpeningKillid magazine summarized your vacant position

for French Translation. Since I am a graduate of Istiqlal high school as well as 4 year experienced in teaching French language, find myself eligible to fill this position…

Middle Paragraph or BodyAvoid repetitionAsk your self after each statement; so what?Put strongest argument first

BodyA degree is not important all the timeTake your time to link your education with the current job

ClosingLast paragraph for easy actionBe preciseInclude phone number, E-mailSuggest that you can come to the employer’s office

Ask for a local representative name if the central office is extremely distant



Sample Letter of application or cover letter

1247 John BitarMiddleburg VA 22117

May 33, 2006

Dr. John Hallowell, SuperintendentNY. High School Employment ServicesUSA

Dear Dr. Hallowell,

In September, will one of you your gradce schoold need a physical education instructor who can make learning realistic and interesting for students? If so, plesae consider me for the position. My qualificatoins include a degree in phusical education and a minor in buisness subjects.

On June 10 this yesar I shall graduage form (School), whrer I did several things: played on the varsity baketball team, marored in physical education, and minored in business subjecgts. Several students and I also haeaded a three-week workshop on drug abuse; during that time we had outside speakers and two all-school convocations. If you ar ethinking about adding a special program on drug abuse, I will gladly give you my ideas about settting up such a program.

Threeyears of summer work have give me insights into the growing need for the kind of education needed by young people. My work with Opportunity Inc., Freedom Toys, and Mershon aded to my course workr in physical education.



Curriculum Vitae

Adam Khan432 N. Streets, KabulPhone, 070 345898E-mail: [email protected]

Professional Objective: A position in financial management in one of the international organizations in Kabul.

EDUCATION FOR FINANCE MANAGEMENT

Kabul University, Kabul Afghanistan, March 1992 to September 1996

Major: Business education, secondary school emphasisCourses in accounting, business communication, business law, computer programming, data processing, graphic arts, marketing, and office practice….

Minor: Economics courses in European and American economic history, international ECONOMICS, macroeconomics, microeconomics….

Grade Point Average: 3.8 (out of 5)Degree: B.B.A.

KARDAN University of Business Administration and Information Technology, Kabul Afghanistan, September 1991-1992

Grade Point Average: 4 (out of 5)Degree: D.B.A

EMPLOYMENT EXPERIENCE

Finance Assistant CARE Int. Main Office Kabul, since July 2003

Accountant CARE International, Logar sub office, Feb 1999 to June 2003

Supervisor: Shir Alam RanginResponsibility: Carried out all the accounting affairs of the

Programme sectionSubmitted quarterly report to the finance officer

Student Teacher Istiqlal High School, Jan 1997 to Jan 1999 Supervisor: Mr. Qurban Ali Subjects taught: Math, Economics




Responsibility: Planned and taught 3 classes in 3 different grades and reported to the principle of the school every 3 months

LANGUAGESLanguages:

Lang Speaking

Reading

Writing Understanding

Pashto Fluent Good Good Good

Dari Fluent Good Good Good

English Good Good Good Good

Urdu Fair Fair Fair Fair

Arabic Fair Fair Bad Bad

HONORARIES, ACTIVITIES, CLUBS

Gold medal winner in KARDAN Institute of Business Administration and Information TechnologyCertificate of Outstanding Service from CARE Int. Logar Sub Office

SKILLS AND HOBBIESWrite and speak French languageMap readingHobbies include swimming, studying and lifting weights in the club.

PC KNOWLEDGE (Computer Skills)Windows XP, Office XP, Atlas software

Reference:Suraya Ranjbar, Deputy Project Manger, SFRD project, UNHCR, [email protected] 343888At least two more references….

PERSONAL PARTICUALRSNAME: Adam KhanADDRESS: 432 N. Streets, KabulTELEPHONE: 334390900 MOBILE: 070334878

SEX: MaleDATE of BIRTH: 17 March, 1975MARITAL STATUS: Married



Documents

Business Communication Book