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

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

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Page 1: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

BBI 3415BBI 3415Professional Writing Professional Writing

Units 7-10Units 7-10

Assoc. Prof. Dr. Tan Bee Assoc. Prof. Dr. Tan Bee HoonHoon

[email protected]: 03 8946 8911Tel: 03 8946 8911

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Page 2: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

ObjectivesObjectives1. To discuss mid-term exam results and

to give feedback to the exam questions

2. To discuss Assignments 1 and 2

3. To present Units 7-10

4. To provide guidance for the final exam

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Page 3: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

Learning ScheduleLearning Schedule

WEEK UNIT TOPIC

8 & 9 7 Writing Complaints and Replies to Complaints

10 & 11

8 Writing Application Letters and Resumes

12 9 Forwarding an Argument

13 & 14

10 Fundamentals in Report Writing

FINAL EXAMINATION

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Page 4: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

UNIT 7UNIT 7Writing Complaints and Replies to

ComplaintsLearning Objectives:•To understand the purposes of writing a complaint letter•To use the appropriate steps to organize a complaint letter•To understand the purpose of writing a reply to a complaint•To use the appropriate steps to organize a reply to a complaint letter

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Page 5: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

7.17.1 Purposes of Writing Purposes of Writing a Complaint Lettera 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.

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Page 6: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

7.1.17.1.1 Examples of Complaint Examples of Complaint LettersLettersmisleading 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

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Page 7: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

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

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Page 8: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

7.3 Purposes of Writing a 7.3 Purposes of Writing a Reply to a Complaint Reply to a Complaint LetterLetter

Adjustment Letter – A reply letter to a complaint

Reasons for replying to a complaint letter:◦Realize a problem you may not be

aware of, and to find a way to solve it◦Be fair to your customer who deserves

at least a courteous reply

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Page 9: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

7.4 Steps to Organizing a 7.4 Steps to Organizing a Reply to a ComplaintReply to a Complaint

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Page 10: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

UNIT 8UNIT 8Writing Application Letters and

ResumesLearning Objectives:•To identify the types of application letter and resume•To understand the purposes of writing an application letter and a resume•To identify the appropriate steps in writing application letters and resumes•To use the guidelines for writing application letters and resumes

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Page 11: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

8.1 Introduction8.1 IntroductionIn job applications, two important

documents should be prepared :◦An Application Letter◦A Resume

An application letter is usually sent together with a resume.

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Page 12: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

8.2 Types and Purposes of 8.2 Types and Purposes of Application Letters and Application Letters and ResumesResumesa) Two Types of Application Letter

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Objective Letters Highlight Letters

1) It identifies the position sought

1) It summarizes the key information to emphasize that you are a suitable candidate for the job.

2) It indicates an interest in having an interview

2) It is more popular than the objective letter

3) It calls for attention to the resume attached

3) It is designed to make connection with a specific job

4) 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

Page 13: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

8.3 Purposes of Writing 8.3 Purposes of Writing Application LettersApplication Letters

Two 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

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Page 14: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

8.4 Resumes8.4 Resumesb. Types of Resume

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

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Chronological Functional

1) It lists and describes your experiences in reverse chronological order, starting with the most recent

1) It stresses the applicant’s 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 experiences

2) 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 prepare

3) It is designed to make connection with a specific job

4) It works best for people with a steady employment background

Page 15: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

8.5 Purposes of Writing 8.5 Purposes of Writing ResumesResumesTwo 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.

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Page 16: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

8.6 Basic Steps of Writing 8.6 Basic Steps of Writing Application Letters Application Letters

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Page 17: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

BBrainstorm for ideas that highlight rainstorm for ideas that highlight your strength, skills and abilities your strength, skills and abilities such as :such as : Education Relevant university courses Research Papers Working Experience Co-curricular activities Volunteer Work Interests Sports

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8.6 Basic Steps of Writing 8.6 Basic Steps of Writing ResumesResumes

Page 18: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

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8.6 Basic Steps of Writing 8.6 Basic Steps of Writing ResumesResumes

*Refer to the sample letters and resumes in your text (pp.192 -195, 198 -203)

Page 19: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

Guidelines For Writing Guidelines For Writing Application LettersApplication 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

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Page 20: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

Guidelines For ResumesGuidelines 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

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Page 21: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

UNIT 9UNIT 9Forwarding an Argument

Learning Objectives:•To identify the parts of a report•To identify the functions of a report•To identify the format of a report•To use the noun phrase in given and new information

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Page 22: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

9.1 Introduction9.1 IntroductionFollow Pfeiffer’s ABC format

organization (Technical Writing: A Practical Approach, 1997)

The ABC refers to ◦Abstract ◦Body ◦Conclusion

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Page 23: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

9.2 Abstract9.2 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.

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Page 24: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

9.3 The Body9.3 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 discussion◦Use sub-headings which should be

preceded by a short lead-in paragraph

◦Move from the general to the specific

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Page 25: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

9.4 The Conclusion9.4 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

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Page 26: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

9.5 Functions of Reports9.5 Functions of ReportsProblem AnalysesRecommendationProgressEvaluationLaboratory

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Page 27: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

UNIT 10UNIT 10Forwarding an Argument

Learning Objectives:•To identify the guidelines for constructing an argument•To identify the type of argument•To use visuals effectively

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Page 28: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

10. Introduction10. 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.

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Page 29: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

10.1 Guidelines for10.1 Guidelines forconstructing argumentsconstructing arguments

Use evidence to support claimsSequence your points for maximum

impactBe logicalCite established authorities as a

cross referenceTwo types of argument:

◦Argument of fact◦Argument of policy

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Page 30: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

10.2 Using Visuals 10.2 Using Visuals EffectivelyEffectively

Advantages of using graphics:◦ Help to simplify◦ Reinforce ideas◦ Attract attention◦ Communicate even better than words

Types of visual aids (*refer to pp. 8-21)

◦ Bar graph◦ Line chart◦ Table◦ Pie chart◦ Flow chart

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Page 31: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

10.3 Guidelines for using 10.3 Guidelines for using graphicsgraphicsUse 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

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Page 32: BBI 3415 Professional Writing Units 7-10 Assoc. Prof. Dr. Tan Bee Hoon tanbh@fbmk.upm.edu.my Tel: 03 8946 8911 tanbh@fbmk.upm.edu.my 1

The EndThe End

Happy Studying Happy Studying &&

Good Luck Good Luck

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