Effective Business

Communication

Chapter one
Background for Effective Business
Communication

Effective Communication in Business

Communication 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 Rome
Medieval Period: middle centuries
Renaissance: ‫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

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Types of Communication
Communication 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)

Interna
Ways of Communications:
l
• Memo
• Reports
• Conferences Ward
• Face to face Down
• TeleconferencesUpwar Horizont
• E-mail d al

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• 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.

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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:

Office
Time Supplies
Softwar Compute
e r Stationar
y
• 29-50% of time is used in communication in an organization based
on survey

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• 90% for management positions

Effective Communication in your career
Good 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 Skills
Finance Associate: Must able to communicate clearly to client
and another finance Profession
Fiscal Officer: Superior writing and presentation skills
Product 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

Ability to Communicate

Ambition (‫)بلند همتی آرزو‬

College Education

Self- Confidence

Good Appearance

Ability to get things done through and with

other people

Capacity for hard work

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• 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 Communication
Communication 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

Sender Medium Receiver Feedback

Context Message
Encoder Decoder

1- Context
Every 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

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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
• Organization
On the message writing
• External and internal Stimulation
• Memo
• Letter
• Note

Your point of view, attitudes, education, job status

And confidence in your communication also
Your ability to analyze your audience
Your message
• Conventions of country, culture and organizations for messages
• Context; playing field for message

2- Sender-Encoder
When 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- Message
The 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.

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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- Medium
Your 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
Oral Delayed feedback
Immediate feedback Longer sentence
Shorter sentence More formal
Less formal Focus on Content
Focus on relationship More details
Less details Useful for permanent Records
Exclamatory sentences Complex construction
Simple construction more imperative,
interrogative

Written media: for long, formal, documented and technical

Media of Communication
1. Memo 1. Staff meeting
2. Reports 2. Discussion
3. Bulletins 3. Presentation
4. Poster 4. Audio tapes
5. Notes 5. Telephone chat
6. Employee manual 6. Telephone conference

Electronic Mail

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OUTSIDE Communication
• Telegram
• Fax
• Telex
• Postcard
• Contract
• Ads
• Brochures
• Catalogs
• News release or press release

5- Receiver or Decoder
The 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 Misinterpretations
Ability, 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

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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 Communication

Sender’s meaning and receiver’s response are affected by following:
1. Conventions (customs, rules) of meaning
2. ‫رسوم و اختلف معانی از پیامها و مکاتیب‬
2. Perception of reality ((‫درک حقیقت‬
3. Values, attitudes, And opinions
 France: too polite
 East: No time consideration
 Germany: Thorough reporting
 Japan: Slow decision making process

Conventions of Meaning
As 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 cases
Examples:
USA- is a popular and common acronym
But FIFO- is meaningful only for accountants
• Our knowledge about a subject affects the meaning (Semantic)

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

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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: ‫ اپارتمان یا تعمیر‬-‫هر چیز قابل تصرف‬
3. 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 صریح‬

Dictionary definition of a word such as: Book, Wall, roof…

Conn
otations ‫ضمني‬
In addition to denotative meanings some words have connotative
meanings as well; this will arouse reactions.
Home: 1. house 2. Homeland
Sucker: has two meanings candy, and customer
Make also has connotation: “can do”

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

Perceptions of reality ‫درک حقیقت‬

Different perceptions of Realities in different people
Each person has a different mental filter.
The Obstruction, inferences and evaluations of the world affects
PERCEPTIONS of REALITY.

Obstructing-‫خلصه سازی‬
Focusing on some details and omitting others is called obstructing.
Necessary Obstructing Slanted Statements

Because of the time The reason is not limitation of

And purpose limitations, you Time, but the sentences are not
Obstruct or ignore some organized properly
Information which makes the And the facts are not collected in
Messages useless e.g. obstruction a manner to have a complete
In an application letter meaning to the reader.
Or a text book For example: writing a report

Inference ‫ نتیجه گیری‬،‫))استنباط‬

Conclusions made by receiver

Necessary Inference Risk of Inference

Business people should Inference may be incorrect or

Get the required data first, and unreliable.
then infer about the idea
For example: you might think
Example: that Ahmad is not attending his
After dropping a letter in mailbox, job. But he has already informed
we assume it will be delivered you about his sick leave.

Different Values, Attitudes, Opinions of people,

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

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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

Women think that language

Men think activities create
create relations
relations
Women suggest
Men command
Women think
Men think communication is
communication is the basis
an instrument for business
for business

Nonverbal Communications without

Words
The 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
Nonverbal
accurately than the Communication
spoken or written language.
‫مفاهمه بدون کلمات‬

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Silence, Time
Appearance Body Language
And space
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Interested listener leans forward

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.

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► 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.

Appearance

Personal Appearance Surroundings

clothes Room size
Hairstyle Furniture
Neatness Neatness
Jewelry Wall decoration
cosmetic lighting

Body Language

Facial
Expression
s
Sound Gesture

Body
Language
Smell Posture

Movement

1- Facial Expressions

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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

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• Emphasize on a specific word shows your special feelings about it

• I wanted you to be at the class at 06:30

Silence, Time, Space

Silence, 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

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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.

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Chapter Two
The 7 Cs
To 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- Completeness
To 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 information
2. Answer All questions asked
3. Give some extra information

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A. Provide all necessary information

When 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 ضمنی‬
Whenever 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 information

The 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
provides
For 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.

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2-Conciseness
To Say it in possible fewest words
Conciseness 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 expressions

2. Include only relevant Materials
3. Avoid Unnecessary Repetition

A. Eliminate wordy expressions

The 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.

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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

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• 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 agenda
Big vehicle which takes more than 30 people: bus

C. Avoid Unnecessary Repetition

Sometimes 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.

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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 attitude

2. 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

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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 interest

Whenever 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 hotel

You 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

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► 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-Concreteness
Communicating 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 figures

2. 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 figures

Whenever possible, use an exact precise statement or a figure in place
of a general word to make your message more concrete.

Vague, General, Indefinite Concrete, Precise

Eastern Europe is making progress in In 1990 investment in Eastern
Obtaining investment. Europe were about US 30m $;
today that figure has increased by
12%.

► Use exact and precise statement or figure

He is an outstanding sales person
He sells 15-20 refrigerators every day

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► Try your best to minimize using opinion words such as:
Slightly, a few, many, several
► Be general when:
1. When no figures on hand
2. When you want to be diplomatic, You have missed 4 invitation to
you
I am going to send you another gentle reminder…
► When no importance of figures, half of the class…

B. Put action in the verbs

Verbs 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.
Active
Professors 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 verbs

The 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

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 I will concentrate on my job
C. 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-Clarity
Getting 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 words

2. Construct effective sentences and paragraphs

A. Choose Precise, Concrete and familiar words

Clarity 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 words

Conversational Pretentious
Home domicile
About Circa
Pay remuneration
Charge to your principle Increase the balance of your loan

 Don’t use Latin terms, use their synonyms

Cardiac arrest heart attack

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 Minimize your E-mail abbreviations

IMO in my opinion
FAQ frequently asked questions
FYI for your information
MOTOS 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 paragraphs

At 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 تسلسل‬
I am a BBA graduate; I am familiar with the marketing principles
I am familiar with the marketing issues, because I am a BBA graduate.

 Emphasize
Put 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 background
We 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.
Less important idea
Main Idea in Main Subordinate clause
clause
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6-Courtesy
True 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 ‫بانزاکت‬, thoughtful and appreciative

2. Use expressions that show respect
3. Choose nondiscriminatory expressions

Reasons of Discourtesy
Misuse of Conciseness

Not knowing the Discourtesy in Negative

Culture Message writing Personal attitude

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.

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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 برانگیز‬humor ( (‫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 ‫ ))فرضی‬person,
 Instead use gender sensitive language, Say
s/he/ or his/her
Old New
Freshman First year student
The 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.

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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 words
3. Maintain acceptable writing mechanism

A. Use the right level of language

 Three level of language
We 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 formal

Participate join
Procure get
In-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

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Aint isn’t. aren’t
Stoled stolen
Brung brought
Should 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

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Chapter Three
The Process of Preparing Effective
Business Messages

Five Planning Steps:

To communicate effectively, consider the following steps before you
write your Message;
1. Identify your purpose
2. Analyze your audience
3. Choose your ideas
4. Collect data to support ideas
5. Organize your message

1-Identify your purpose

Every message has two purposes

‫ضمنًا‬
ً ‫اص‬
‫ل‬ Creating Goodwill
To inform In Every message
To ask or to persuade

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 Audience

See 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

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Choose your ideas-3

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 message
2. Ideas depend on the type of message
3. 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 hotel
d. Describe the facilities.
e. And the rates which are asked

4- Collect your Data

Be 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
them
1. Names
2. Addresses
3. Statistics
4. Facts and figures
5. Dates

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6. Enclose a brochure, table….

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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 draft
2. How do you want to sort your headings and main parts
3. What approach do you choose for your message

Direct Approach Indirect Approach

In USA Latin America & Asia

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]
Or call 070 278 998.
Best regards,
Basic Methods (approaches) for organizing a message

Indirect or
Direct or Deductive Inductive
Approach Approach

Neutral News Good News Bad News Persuasive

Request

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Basic Organizational Plans

Your 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

Friendly close Details Main Idea First

:Examples
Sending of neutral or good news .1
Exchange daily information .2

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

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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 Kabir
Conference Coordinator

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Indirect (Inductive) Approach

When 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 Interest Desire Action

Buffer The bad news

Explanation Friendly close
or the Decision

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

Attention
,Dear Sir

Now You will not need to print your high quality materials (including the
.Banners) outside the organization
Interest
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
Desire
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
Closing
Ing. John Stephen
Action

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Beginnings and Endings

Two 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 first

Please find attached your certificate of appreciation which points to your
successful participation in the seminar…

In Indirect approach: buffering first

Because 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 opening

Main 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

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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 concise

Immediately 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

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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 Thought
3. Keep Last Paragraph Concise and Correct

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Chapter Four
Appearance and Design of Business
Message
Contents
1. Business Letters
2. Memorandums
3. Special Timesaving Message Media

Business Letters
The 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

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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).

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– 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

Senders
Address
Fawad Ahmad,
Program Specialist
WHO, Afghanistan Mail
Box 345 Notation
Shashdarak, Kabul
On arrival Notation
PLEASE FORWARD Registered

Eng: Gullabuddin
inch 1 Marketing officer, Care Int inch 1
Shahr-e-naw, Kabul, Afghanistan

Receiver’s
Address inch 0.6

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Standard Parts of a Letter

Most business letters have the following parts:
1. Heading (letter head and date)
2. Inside address
3. Salutation
4. Body
5. Complimentary close
6. Signature
7. Reference section

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1. Letterhead & date

Letterhead shows where the letter comes from
If 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 message
Date: to right corner below the letterhead
US style: March 5, 2006
Europe style: 3/5/06
Asian & Latin style: 5 March, 2006

Letterhead
Date

Inside
Address

Salutation

Body

Complementary close

Signature

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2. inside Address
The 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 name
5. Organization Name
6. City and country

3. Salutation
Salutations 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. Shazia
Dear Manager
Dear Customer
Dear Ms/ Mr.

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Body
Most 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. Name
B. Position
C. Department
D. Company- don’t write company name, if printed in the letterhead
For Example:
Fauzia Koofi
2nd 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

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6. Reference Section
The 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

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Optional parts of the letter

When appropriate any of these optional parts can be included:
1. Attention line
2. Subject line
3. Enclosure
4. Copy notation
5. File or account number and mailing notation
6. Postscript

1. Attention line
An 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 Line
The 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 salutation
Subject: Invitation to the Workshop

3. Enclosure Notation
An 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 letter
Enclosures 2

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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 notation
CC: Mr. Shir Ahmad: Means that a carbon copy has been sent to Mr. Shir
Ahmad as well
C, PC or copy: Mr. Shir Ahmad: means that a photocopy of the letter
has been sent also to Shir Ahmad
BC, 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?

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:Optional Parts of Latter

Mailing
Attention Notatio
line n

Subject line

Enclosure
Notation

Post
script

Copy
Notation

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Letter Layout
American Punctuation styles

Open
Mixed
No punctuation After any part of the
letter Colon after Salutation & Comma
Except the body after Complementary close

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 Styles
1. 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)

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 It is not used widely any more Use specific software package, if

available, for composing a letter.

Modified block
with
paragraphs
indented

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Full Block
Letter
Style

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

No Inside Address, no salutation no complimentary close

British people sign the memo by hand

There are Message-Reply forms in some companies

‫مانند فورم های از قبل چاپ شده در ادارات حكومتي افغانستان‬

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

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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

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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 letters
2. But their headings, are like memos (To: Subject:)
► Auto Signature
► Auto headings

Facsimiles (Faxes)
Uses a phone #
Digital Sender
Uses 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.

Teleconferencing
The 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

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Computer: The Personal computers link people to each other

Chapter Five
SHORT REPORT
Busy 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 reports
Please make short reports really short.

Outline of a Short Report means:

To organize the headings and subheadings of the report

Introduction

Body
Terminal

Types of Headings of a Report

1. Topic headings
Example;
1. History
2. Account

2. Complete Sentence headings

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

3. Imperative sentence headings

Example;
– Please confirm participation
– Take the final examination

4. Variant headings
Example;

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1. Introducing of a new staff

2. 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 Formats
Stay connected with your format
Decimal System
1.0
Numeral-Letter 1.1 Letter-Numeral
Combination 1.1.1 Combination
I. 1.1.2 .A
A. 1.1.2.1 .1
1. .A
A. Used in scientific .(1)
(1). And technical
US Style Reports

HEADINGS:

First Degree ORGANIZATION

Second Degree Organization

The ……..

Third Degree _ Organization:

The …………

Fourth Degree _ Organization: The….

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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

0 st Qtr

Charts and visuals 0 nd Qtr

0 rd Qtr

0 th Qtr

 Visuals
• You can use any type of Charts: bar, pie, line 00

• Pictures 00
00
00
• Use visuals either in the body or as supplementary 00
00
E ast
W est
• Use visuals sparingly ( ‫ ) صرفه جویانه‬in short reports 00
00
00
N o rt h

0
0 st Q t r0 n d 0 rd 0t h
Q tr Q t r Qtr

 Prefatory and Supplemental Parts

If the report is more than 5-6 pages, you can use
a title page and transmittal letter. 000

Some times appendix

000
N o rth
000 W es t

E as t
00

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

Types of Short Reports

Informational
Analytical Letter Reports Reports
Reports Or
Memorandum

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1- Informational Report or
Informational
Memorandum
Reports

To inform or to summarize information

Informational
Conferenc Reports Periodic
e Progress Reports
Reports Reports

It has three kinds:

1- Conference Reports
2- Progress Reports
3- 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.

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 Headings:
1. Introduction-nature of work
2. Description
3. Unanticipated problems
4. Plans for next stage
5. 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 Reports
It seeks to analyze a situation
It may or may not have a conclusion
Also a recommendation at the end of the analytical report may or may not
be desired.

For example evaluation of job applicants

Authorization
Purpose
Methodology
Body may have
Several Paragraphs

Summary
Conclusion
Recommendation

Sample of Introduction
On 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

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qualifications, and (3) probable permanency. In view of my analysis, Ms.

True ranks high for consideration.
Authorization
Purpose
Methodology
Plan for presentation
Recommendation-justification Reports
1. Recommends the change
2. Remains with the status
3. 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

Recommendation Holding attention
At the end, and the positive one Foundation
At the front Current state of the
problem
Effects of the problem
Options to remove it
Recommended
Solution

Short summary or
Recommendation

In summary: Informational memorandum reports seek to inform; but

recommendation or an analytical reports intend to either recommend or
analyze.

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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 reports

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

Analytical Letter Reports

Short 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.

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Chapter Six
LONG REPORT
Long 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

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► Where
► Why

For example: Recommendations for Increasing LG products’ Sales in

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

For Example:
Main Title: Drug Use in the Workplace
Subtitle: 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 Committee

January 25, 2005

2. Title Fly and Internal Title

It 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

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2. Transmittal Details
3. Background, Methodology
4. Highlights
5. 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-mail
Example:
Dear Mr. David
Methodology
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
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Signature
Typed name, title or position
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Highlights

4. Table of contents ‫فهرست مندرجات‬

Show 1st, 2nd and rarely 3rd degree

of headings in the Table of Contents.
Table of Tables
Special 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 Sections

Long reports have more Visuals, evidences and collaborative documents

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

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Bibliographic
Formats

َAPA
MLA
American Psychological
Modern Language
Association
Association
In this format
You list books, periodicals,
ُin the form of
Government publications
Single alphabetical list
In different groups

2. Footnotes and Endnotes (Citation) ‫حاشیه‬

They 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 numerals
For 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

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►- 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. Index
The index lists the topics alphabetically.

III. Presentation of the Long Report

1. Define the problem

2. Collect data
3. Sort data
4. Organize the outline
5. 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

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• 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 number
Title page: count (i) but don’t insert number
Table of contents: count and number each page
Table of tables: count and number
Executive summary: count and number

In a left bound report the page numbers should be

inserted near the upper-right corner

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If bound at the top; page numbers should be

inserted at the bottom and center of the page

Chapter Seven
Proposals
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 companies
2. 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

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1. Implementing a short term capacity building program

2. Preparing international managers for work
3. Basic research before developing an
automobile factory in Mexico
4. 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 َAgriculture 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 RFP

Unsolicited 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

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Parts of Proposals
Only long, comprehensive proposals have all parts

1. Title Page
2. Executive Summary, Abstract, Synopsis
3. Draft Contract
4. Table of Content
5. Introduction
6. Background
7. Procedures
8. Equipment and Facilities
9. Personnel
10. Budget
11. Appendixes

1. Title Page
Similar to long report’s title page
Includes:
a. Title
b. Name of the person to whom submitted
c. The person who has written the proposal
d. 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

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• When the reader is agreeable

4. Table of Contents
Only in long proposals

5. Introduction
a. 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
them
c. 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

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• 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

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

1. Letter of transmittal
2. Executive summary
3. 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 Proposals

A government, company or an individual may send the RFP to outside
vendors.

Requester Vendor
Department of Defense Gun supplier
Jet airplane suppliers

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UN long-term development projects

implementers

Foreign government Engineering firms from Japan to

build Kabul-Kandahar road
Chronology for major solicited proposals
Preliminary
Proposals
Preliminary received Evaluation of
request (Conceptual Preliminary
In newspapers, package) Proposals
publications
Short
listing
Selection of
The vendor after Asking for
months or year more details
(RFP)
Project Written Detailed From short
Proposals & listed vendors
Oral
Presentation
Governmental Proposals
The 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

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• Schedule for selecting architect or engineer

1. Phase 1: qualifying firms

2. Phase 2: interviews
3. phase 3: negotiations of fees and notice to proceed
2. Body of Proposal
General format
Approach to delivery of services
Capabilities of firm
Demonstration of management system
Personnel in delivery of services
Contact terms and conditions
Firm information
Fee-budget

3. Supplementary parts
Master project schedule
Vendor surveillance
Table 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

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Chapter Eight
PROPOSAL WRITING
STEP 1: Decide on the Topic
Title (catchy)
Must be relevant to local context
Selling point

STEP 2: List Objectives

Concise and focused
Realistic
Measurable

STEP 3: Do your research

Integrate social and natural environmental issues
Speak the right language
Do needs assessment
Baseline study
KISS (Keep It Simple Stupid)

STEP 4: Develop Action Plans

Phase your actions
Consider funding modules
Connect actions to time frames

STEP 5: Re-evaluate and review

Consider independent evaluation
Consider evaluation after each phase

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

GENERAL
Be aware of deadlines!!
Develop relationship with funder
Reference your work

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Check on your funding policy

Social responsibility
Environmental responsibility
Financial responsibility

EFFECTIVE PROPOSAL WRITING

Five Crucial Steps
Step 1 – Present a Good Plan
Step 2 – Beware of Overburden
Step 3 – Tie Needs to Objectives and Evaluation
Step 4 – The “E” Factor
Step 5 – Presentation is KEY
STEP ONE
Present a Good Plan
Follow, FOLLOW, FOLLOW instructions
Be organized
Engage the reader
NO Jargon
NO Assumptions
NO Complications
NO Skipping
NO Adding
NO Inflating
NO Bragging

THE PLAN
Abstract
Table of Contents
Introduction
Need
Objectives/ Plan of Operation
Key Personnel
Evaluation
Budget

NEED
Know your need.

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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 OPERATION
Goals and Objectives
A GOAL is a general direction, a long-term plan.
An OBJECTIVE is a “specific result measured in a specific amount of
time.”

THE TIE-IN
Need reveals the problem
Objectives 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

METHODS
When 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.

OVERVIEW
Problem (need)
Effect/Cause
Goals/Objectives
Outcomes
Time limited
Measurable
Realistic
Relevant Jones
Methods Resume of cont’d.
Implementation John Jones
Rationale

KEY PERSONNEL
Qualifications
Experience
% Time on Project

“Say, you must be quite a guy,

John.”
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Equal Opportunity
Resume or
Job Description

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EVALUATION
How (methodology)…
When (timelines)…
Who (responsible people)…
What (instruments)…

Evaluation Cycle
Conceptualize the Task
Develop the Plan
Work the Plan
Analyze the Data
Write the Report
Act on the Findings

BUDGET
Categories

STEP TWO
OVERBURDEN
Avoid it for the
FUNDER
READER
YOUR STAFF
YOU
“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”

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Too “hard to read”

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

Readers
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 THREE
Tie 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)

OUTCOMES
Reduce
Improve
Eliminate
Increase
Strengthen
Expand
Decrease
Shorten

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Methods…activities
Produce
Create
Establish
Provide
Teach
Develop
Assist
Facilitate
Collaborate
Empower
STEP FOUR
THE “E” FACTOR
Energy
Enthusiasm
Excitement
Effectiveness
Efficiency

STEP FIVE
Presentation
Presentation is KEY

Presentation
Clean type
White space on page
Headings/bold type
Header or footer
Pages numbered
Create a document that the reader/funder
will WANT to delve into and FUND.

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EASY ON THE EYEBALLS

The 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 PROPOSAL

Prepare
Plan
Present
Position
Partner
Provide

A
Movement
Is
In
Progress

Proposal Writing
Systematic
Business-like
Treasure map
Common sense

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REFLECTIONS
Your Importance Must Shine Through
Do Your Homework
Target Your Proposal
Follow the Guidelines
Get a Second Opinion
Be Concise
Sell the Project
Try, Try AGAIN

Common Errors
Limited Importance
Local significance
Methods do not fit
No statistics
Unsuitable target
PI lacks experience
Inappropriate budget

Rule 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…

Be positive not problem-oriented
Be factual not emotional
Be specific…save the shopping list for the grocery store
Be respectful…don’t beg, don’t grovel

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MORE APPROACHES
Use lay language

Do your research

Don’t “entomb” the work

FIVE STRATEGIES
ESTABLISH credibility
DEMONSTRATE strong support
CREATE partnership linkages
DEVELOP research-based models
BUILD and MAINTAIN accountability

Getting funded is a CONTRACT!

You MUST do what you said you would do.

Your Contract is a DELIVERABLE commitment!

REJECTION
If you are “thin-skinned” – find another person to write the
proposals.
It is NOT personal…don’t let your ego get involved.

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Proposal Writers
Program 1) Will the project meet the need?
Developer 2) Is it realistic?
s 3) Is the capacity there?
And 4) Can it be funded?

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…
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….
80% of the proposal process is planning;
20% is writing.
Remember
To use your intuition.

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

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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.

ROME WAS NOT BUILT IN A DAY!

Give yourself time.

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

The BEST Antidote

For
REJECTION
is to
LEARN
from your FAILURE
and
RESUBMIT
End of Proposal Writting

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Chapter Nine
Interviewing Techniques

The Handshake

Keep your right hand free

Meet the other person’s hand “web to web”
Keep hand in a vertical position
Shake from the elbow, not the wrist
Two to three smooth pumps

Workshop Topics
Purpose of the Interview
Preparing for the Interview
Typical Structure of the Interview
Typical Questions
After the Interview

Purpose of the Interview

The Candidate
Clarify responsibilities of the position
Determine if you can/will do the job
Determine “fit”
The Interviewer
Evaluate candidate based on qualifications and employer needs
Determine “fit”
Preparing for the Interview

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Questions 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 Employer

Product or Service
Sales/Assets
Competition
History
Field Offices
Industry Trends
Chain of Command
Size

Resources for Researching the Employer

CRC
Planning Job Choices: How to Research Companies
Florida Business Directory
Hoover’s Handbook of American Business
Career Information Library - Employer Files
Internet, www.workinoptics.com, etc
Trade publications & journals (OSA, SPIE, IEEE)

Know Yourself
Why do you want to work for the firm?
What can you do for the company?
Your accomplishments/experience
Your strengths/weaknesses
Your initiative, goals and attitudes
Your responses should be unique and specific
What to Bring to the Interview
Portfolio

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Copies of your resume

List of Professional References
College transcripts
Federal application
Two quality pens
Notepad
Comb or brush
Breath mints

Dress for Success

Women
Suit with knee-length skirt and tailored blouse
Keep accessories and makeup simple
Pantsuits are more acceptable now but
save them for after you obtain the job

Men
Two-piece suit
Solid colors vs. prints or patterns
Tie pattern should be simple
Wear polished shoes with dark socks long
enough so no skin shows when you are seated

Ten Tips
Arrive on time
Introduce yourself in a courteous manner
Read company literature while you wait
Use body language to show interest
Listen
Smile, nod, give nonverbal feedback
Ask about the next step in the process
Thank the interviewer
Obtain a business card
Write a thank-you letter to anyone you have spoken to

Typical Structure of an Interview

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Small talk
“Tell me about yourself!”
Discussion of your background and how it relates to the position
Your opportunity to ask questions
Conclusion

Five Tough Interview Questions

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

Questions to Ask in an Interview

What 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 Ask

Does 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 Interview

Write a thank-you letter to anyone with whom you have spoken
Use standard business letter format
Thank the interviewer
Reference a point of conversation which was of mutual interest
Recap how your skills and qualifications fit the position based on your
interview conversation
Communicate your continued interest in the position
Practice, Practice, Practice!
Mock interview

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Internet
Ten Interview Questions

http://www.careercity.com/content/interview/during/tenque
st.asp
Virtual Interview

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

NEGOTIATING
TOPICS FOR DISCUSSION

Understanding the Process

The Interview
The Offer
The Negotiation Process

UNDERSTANDING THE PROCESS

What It Is Not
Saying “I want more money”

What It Is
Meeting and discussing a subject
Mutual agreement of issues

When does negotiation begin

Telling about yourself
With the initial interview

Evaluation
Answer these questions:
What is the Salary range?

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What is the lowest salary that I will consider?

What makes me worth a higher salary?

Where to Get Salary Information

National Association of Colleges and Employers
Career Resource Center
Libraries
Trade associations and trade publications
Internet
People working in the industry

Some Employer Objections to Your Request for More Money

You don’t have enough experience
Other employees aren’t making more
The budget won’t permit
That’s what we are paying new hires

Your Positive Response to an Objection to Pay You More

In 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 Interview
Some Ideas to Help You during the Interview Process As It
Pertains To the Salary Issue
Good listening skills
Try not to be the first to mention money
If asked what salary you are looking for, say you have a range but that it
really will depend on the total package
If pushed, have a range in mind
If asked what your current pay is, tell the truth
THE OFFER

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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 job
Avoid telephone negotiations

THE 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.

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Chapter Ten
Amazing 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
Failed to meet minimum qualifications

Employment Tests

Failed to complete application

Permanent Job Offer

Passed Comprehensive Interview

Conditional Job Offer Failed in test

Medical/ Physical Background Investigation

Examination if required If needed

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

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

It is two step procedure

1. Screening inquiries (exploration): If we have great number of
potential candidates we will screen them based on:
a) Experience
b) Education
c) To see if they had too many jobs in short time
d) Numerous courses and short seminars instead of proper of
education
2. 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 withdraw
b) To tell the applicant his salary range

Completing the application Form

After 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

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• 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.

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Work Sampling
Selection device requiring the job applicant to actually perform a small
segment of the job
For 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 Interview
The panel members of the comprehensive interview:
1. HRM interviewers
2. Senior managers
3. Potential colleagues
4. Potential supervisors
What is assessed in the interview?
1. Motivation
2. Values
3. Ability to work under pressure
4. The interview will determine how much
the employee may fit in organization

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Types of Interview
1. Traditional Interview: One to one
2. 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 that
5. The interviewer always remembers only half of the interview information
6. Note taking is a good technique to remember things

Positive Points in an Interview

1. It clarifies the level of interest, and motivation of the applicant to the job
and organization
2. It shows the communication skills of the employees
3. Collaborative decision about hiring of the applicant is made
……………………………………………..
4. Interviews are more effective for middle and higher managerial
positions
5. 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

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• Research says that behavioral interviews are 8 times more effective

Realistic 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 Check

The 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 Offer

A 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 Examination

To 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 Offer
The selection is done by actual manager
the offer is given by HRM

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The Comprehensive Approach or Discrete Approach

Comprehensive (‫ )فراگیرنده‬approach: 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: (‫ )اعتبار‬consistency 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 clerk
B- 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
performance
For example: the test score is accurately set.

How We Establish Criterion Related Validity-I

How to bring Predictive Validity in a test:

They are hired, but not base

Applicants are tested
On the test

Performance evaluation
Cut scores are determined After one year or 6 months

The results of evaluation is

The test either may be revised Then compared with the result
Or kept as it is for further use Of the taken test

Cut Score: a scoring point below which applicants are rejected

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How We Establish Criterion Related Validity-II

How to bring Concurrent Validity in a test: using the current employees to
validate a test.
Current employees
take
A test

Determine cut score Scores are analyzed

And utilize the test for new
applicants
Comparing the test results with
The results of their
Revise the test or keep it performance appraisal
as It is

Predictive validity is preferred

Cut Scores and Their Impact on Hiring

Cut 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 Generalization
A 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.

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Chapter Eleven
Job Application
Current Situation
Companies are restructuring and reengineering therefore most of the jobs
are not permanent.
Turnover rate is increasing
Companies 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 idea
I planned effectively for my classes
I understood the idea from a technical report
I 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%

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Know Your Accomplishment

Winning a scholarship award allowed me to travel to Europe
Obtaining the combat infantry Badge resulted in a promotion to Master
Sergeant.
Processing the paperwork for three contracts in 2 weeks resulted in my
promotion
Speaking 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 people
An ambition for getting higher position
I need to learn more and more
Oh, 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 money
Career enrichment or own assessment programs

Market Assessment
Which 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.

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Who can help you to find a job

Network (to remain in contact with individuals or groups)
Your university alumni (graduates)
Business friends
Employment agencies
Relatives, acquaintances ((‫آشنایان‬
Labor Union

Resume, Vitae, Qualification brief

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

There are many formats for making a resume

Write phrases instead of full sentences
Push the positive-but the honest

Order of Resume Items

Preparation is essential
Identification of self and company interest
Work experience
Professional objectives
Education qualifications
Achievements
Personal information
References

Resume

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Opening Section
Heading (this parts shows how you will be contacted)
Adam Khan
432 North Street, Kabul
Phone, 070 345898
E-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 letter
People 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, BBA
Don’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 employment

Your position and title
Use verbs that show your major activities in that job
Follow the rules of parallelism

Achievements, Awards, Service Activities

Mention all awards you received
Athletic accomplishments
Published materials
Fluency in a language
Map reading
Community services
Working with people

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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 details

List name of those persons who will have a positive reply about you
Better not to list more than 3
Take permission from those people first

Cover Letter
Cover Letter= single bullet rifle (‫)تفنگ گلوله سربی‬
Resume= shotgun (‫)چره یی‬
It has three parts
Opening
Body
Closing

Opening
State the main idea first; this is a direct request
Summary style
Name style
Question style
News item opening style

Summary Style Opening

You 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)

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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 Opening

Killid 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 Body

Avoid repetition
Ask your self after each statement; so what?
Put strongest argument first

Body
A degree is not important all the time
Take your time to link your education with the current job

Closing
Last paragraph for easy action
Be precise
Include phone number, E-mail
Suggest that you can come to the employer’s office
Ask for a local representative name if the central
office is extremely distant

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Sample Letter of
application or cover letter

1247 John Bitar

Middleburg VA 22117

May 33, 2006

Dr. John Hallowell, Superintendent

NY. High School Employment Services
USA

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.

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Curriculum Vitae
Adam Khan
432 N. Streets, Kabul
Phone, 070 345898
E-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 emphasis

Courses 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 Rangin
Responsibility: Carried out all the accounting affairs of the
Programme section
Submitted quarterly report to the finance officer

Student Teacher Istiqlal High School, Jan 1997 to Jan 1999

Supervisor: Mr. Qurban Ali
Subjects taught: Math, Economics

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Responsibility: Planned and taught 3 classes in 3 different grades

and reported to the principle of the school every 3 months

LANGUAGES
Languages:

Lang Speakin Readin Writing Understan

g g ding
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 Technology
Certificate of Outstanding Service from CARE Int. Logar Sub Office

SKILLS AND HOBBIES

Write and speak French language
Map reading
Hobbies 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]
070 343888
At least two more references….

PERSONAL PARTICUALRS
NAME: Adam Khan
ADDRESS: 432 N. Streets, Kabul
TELEPHONE: 334390900
MOBILE: 070334878

SEX: Male
DATE of BIRTH: 17 March, 1975
MARITAL STATUS: Married

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