BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon Tel: 03 8946 8911 1

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  • BBI 3415Professional Writing Units 7-10

    Assoc. Prof. Dr. Tan Bee 03 8946 8911


  • ObjectivesTo discuss mid-term exam results and to give feedback to the exam questions

    To discuss Assignments 1 and 2

    To present Units 7-10

    To provide guidance for the final exam*

  • Learning Schedule


    WEEKUNITTOPIC8 & 97Writing Complaints and Replies to Complaints10 & 118Writing Application Letters and Resumes129Forwarding an Argument13 & 1410Fundamentals in Report WritingFINAL EXAMINATION

  • UNIT 7Writing Complaints and Replies to Complaints

    Learning Objectives:To understand the purposes of writing a complaint letterTo use the appropriate steps to organize a complaint letterTo understand the purpose of writing a reply to a complaintTo use the appropriate steps to organize a reply to a complaint letter


  • 7.1Purposes of Writing a Complaint Letter

    Complaint letters are aimed to find answers and solutions to the problems faced or to obtain satisfaction from being heard. The emotions in writing the letter are important. Avoid using an angry tone.


  • 7.1.1Examples of Complaint Lettersmisleading claims in advertisementsunhygienic conditions in a restaurantmistakes in the statement of accountunfriendly service in a retail outletlate delivery of the merchandise orderedfaulty wiring in the new electrical appliance*

  • 7.2 Steps to Organize a Complaint Letter *Refer to pp.44 & 45


  • 7.3 Purposes of Writing a Reply to a Complaint LetterAdjustment Letter A reply letter to a complaintReasons for replying to a complaint letter:Realize a problem you may not be aware of, and to find a way to solve itBe fair to your customer who deserves at least a courteous reply*

  • 7.4 Steps to Organizing a Reply to a Complaint*

  • UNIT 8Writing Application Letters and Resumes

    Learning Objectives:To identify the types of application letter and resumeTo understand the purposes of writing an application letter and a resumeTo identify the appropriate steps in writing application letters and resumesTo use the guidelines for writing application letters and resumes


  • 8.1 IntroductionIn job applications, two important documents should be prepared :An Application LetterA ResumeAn application letter is usually sent together with a resume.*

  • 8.2 Types and Purposes of Application Letters and ResumesTwo Types of Application Letter*

    Objective LettersHighlight Letters1) It identifies the position sought1) It summarizes the key information to emphasize that you are a suitable candidate for the job.2) It indicates an interest in having an interview2) It is more popular than the objective letter3) It calls for attention to the resume attached3) It is designed to make connection with a specific job4) It mentions other special matters not included in the resume (e.g. date and time, or available to come in for an interview)5) It does not hardsell, and is very brief

  • 8.3 Purposes of Writing Application LettersTwo purposes :To draw clear connection between the job you are seeking and your qualifications listed in the resume.To ask the potential employer for an interview*

  • 8.4 ResumesTypes of Resume

    *Sometimes both types are combined to write a resume. It depends on the writer to decide which type to adopt.*

    ChronologicalFunctional1) It lists and describes your experiences in reverse chronological order, starting with the most recent1) It stresses the applicants skills, abilities and qualifications without excessive regard for date of service, length of involvement and specific employers.2) It demonstrates when and where you acquired the experiences2) It works well for people who are shifting career focus and who wants to emphasize skills rather than job titles.3) It is the easiest to write and prepare3) It is designed to make connection with a specific job4) It works best for people with a steady employment background

  • 8.5 Purposes of Writing ResumesTwo purposes :To give the potential employer a summary of your abilities, skills and experiences.To get you an interview if the employer finds that your qualifications meet the job requirements. A well-written resume will make you a stronger candidate in the competitive market.*

  • 8.6 Basic Steps of Writing Application Letters


  • Brainstorm for ideas that highlight your strength, skills and abilities such as :

    EducationRelevant university coursesResearch PapersWorking ExperienceCo-curricular activitiesVolunteer WorkInterestsSports* 8.6 Basic Steps of Writing Resumes

  • * 8.6 Basic Steps of Writing Resumes *Refer to the sample letters and resumes in your text (pp.192 -195, 198 -203)

  • Guidelines For Writing Application LettersProper use of the business letter formatAppropriate connection between your background and the requirementsAdequate balance between brevity and detailsRelevant introductionSufficient specifics (dates, numbers, names)Upbeat, positive toneCorrect grammar and mechanicsOverall neatness, professional-looking qualityAdequate spacing*

  • Guidelines For ResumesAppropriate type of resume and sufficient contentConsistency of phrasingAppropriate use of action verbs for descriptive phrasesConsistency of punctuation styleCorrect grammar and mechanicsAppropriate headingsConsistency of typography (font size, types of font)Adequate spacingReadabilityOverall neatness, professional-looking quality*

  • UNIT 9Forwarding an ArgumentLearning Objectives:To identify the parts of a reportTo identify the functions of a reportTo identify the format of a reportTo use the noun phrase in given and new information


  • 9.1 IntroductionFollow Pfeiffers ABC format organization (Technical Writing: A Practical Approach, 1997)The ABC refers to Abstract Body Conclusion*

  • 9.2 AbstractAbstract refers to that portion of information that gives immediate overview of the report.Other terms are used, such as Introduction and Summary, Executive Summary, Executive Overview.It serves to catch the audience attention, to orient the audience to the subject of the report, and to define the purpose of report.*

  • 9.3 The BodyThe body of the report contains the essential details. It must be presented logically.Some useful tips :Use headings to provide the lead-in to the discussionUse sub-headings which should be preceded by a short lead-in paragraphMove from the general to the specific*

  • 9.4 The ConclusionThis section emphasizes the major findings. Implications are included to indicate the projection or awareness of possible reactions and further development that may arise from the findings.

    *Refer to p.4 for other considerations on the ABC format*

  • 9.5 Functions of ReportsProblem AnalysesRecommendationProgressEvaluationLaboratory


  • UNIT 10Forwarding an ArgumentLearning Objectives:To identify the guidelines for constructing an argumentTo identify the type of argumentTo use visuals effectively


  • 10. IntroductionAll technical reports are argumentative in nature.An argument means making claim that something should be believed or done, plus proof or good reasons in believing or doing it.


  • 10.1 Guidelines forconstructing argumentsUse evidence to support claimsSequence your points for maximum impactBe logicalCite established authorities as a cross referenceTwo types of argument:Argument of factArgument of policy


  • 10.2 Using Visuals EffectivelyAdvantages of using graphics:Help to simplifyReinforce ideasAttract attentionCommunicate even better than wordsTypes of visual aids (*refer to pp. 8-21)Bar graphLine chartTablePie chartFlow chart*

  • 10.3 Guidelines for using graphicsUse graphics for a clear purposeUse accurate information and do not contradict the written textRefer to the graphics in your writingNumber the graphics accordinglyUse consistent titles for all graphicsPosition the graphics close to the textProvide a key or legend to explain the symbols*

  • The End

    Happy Studying &Good Luck *