A Business in English

FINAL SCORES OF 2D3MI-05, 06, and 07

2008-01-01T19:26:00.000-08:00

Hello Everybody,

How’s life going on with you? As fit as a fiddle, right? I hope so.

Here your scores are as follows:

Class: 2D3MI-05

Mahasiswa	Tugas	Quiz	Mid	UAQ	Nilai		Ket
Mahasiswa	20%	20%	25%	35%	Angka	Huruf	Ket
Dana W	61	70	60	62	62.9	C	PASS
Ferdian S	83	75	90	70	78.6	B	PASS
Hamidun	12	50	50	0	24.9	E	FAIL
Retno R	48	50	60	0	34.6	E	FAIL
Welly A	92	85	100	61	81.75	A	PASS
Galih E	65	65	60	58	61.3	C	PASS
Rendika I	80	50	40	72	61.2	C	FAIL
Supriyadi	76	50	55	64	61.35	C	PASS
Endang S	66	65	70	64	66.1	C	PASS
Andriansyah	64	75	70	50	62.8	C	PASS
~~Cristina~~	0	0	0	0	0	E	FAIL
Nana Asrina	52	65	70	62	62.6	C	PASS
Suroso	90	95	100	70	86.5	A	PASS
~~Laili~~	0	0	0	0	0	E	FAIL
Wulan Y	62	65	85	66	69.75	C	PASS
Ade N	80	90	90	73	82.05	A	PASS
Linie F	78	90	80	70	78.1	B	PASS
Mawad D	68	75	65	0	44.85	E	FAIL
Listiyani	71	70	80	55	67.45	C	PASS
Mega R	76	75	80	67	73.65	B	PASS
Eka D	68	65	60	56	61.2	C	PASS

KODE KELAS	: 2D3MI-06


NAMA	Tugas	Quiz	Mid	UAQ	Nilai		Ket
NAMA	20%	20%	25%	35%	Angka	Huruf	Ket
Agus Handoyo	70	95	65	40	63.3	C	PASS
Agus Sukmana	70	70	75	62	68.5	C	PASS
Agus Surono	90	80	80	55	73.3	B	PASS
Ana Yuliana Tantri	65	85	80	52	68.2	C	PASS
Andi Sanjaya	75	90	75	50	69.3	C	PASS
Bunarsono	70	85	80	60	72.0	B	PASS
Didik Utomo	65	60	80	32	56.2	D	FAIL
Fitriyanti	70	95	60	45	63.8	C	PASS
Harrys Sukmana	70	80	50	55	61.8	C	PASS
Holilahsyah	0	0	0	0	0.0	E	FAIL
Iwan Efendi	70	80	60	58	65.3	C	PASS
Lili Rudianto	70	60	70	55	62.8	C	PASS
Nurkholis	70	90	70	40	63.5	C	PASS
Rahmad Febrianto	40	85	80	55	64.3	C	PASS
Rusmanto	90	90	80	72	81.2	A	PASS
Ryan Eka Saputra	75	60	65	58	63.6	C	PASS
Safrudin	70	85	80	40	65.0	C	PASS
Sumarsum	0	0	0	0	0.0	E	FAIL
Sutarya	65	70	80	35	59.3	D	FAIL
Titik Samsiah	80	70	75	64	71.2	B	PASS
Tri Agustina	0	0	0	0	0.0	E	FAIL
Triyanto	80	80	75	58	71.1	B	PASS
Tukino	80	85	90	72	80.7	A	PASS
Tutik Kasyati	65	85	60	68	68.8	C	PASS
Wahyu Ibrahim	90	85	85	75	82.5	A	PASS
Yulis Setiawan	75	80	90	62	75.2	B	PASS
Aflina Lisani	0	0	0	0	0.0	E	FAIL
Nurasfani	75	85	80	58	72.3	B	PASS
Nuryantina	0	0	0	0	0.0	E	FAIL
Gatot Idol	80	85	60	55	67.3	C	PASS
Eko Yunanto	50	85	70	0	44.5	E	FAIL
Eka Puji Lestari	80	70	85	65	74.0	B	PASS
Lefran S	0	0	0	0	0	E	FAIL

KODE KELAS	: 2D3MI-07


NAMA	Tugas	Quiz	Mid	UAQ	Nilai		Ket
NAMA	20%	20%	25%	35%	Angka	Huruf	Ket
Agnes Prawitasari	0	0	0	0	0.0	E	FAIL
Ali Imron	80	85	90	58	75.8	B	PASS
Ali Shahbana	68	65	70	50	61.6	C	PASS
Denni Riandhita	0	0	0	0	0.0	E	FAIL
Ermi Noviani	0	0	0	0	0.0	E	FAIL
Eti Darwati	62	90	80	54	69.3	C	PASS
Ferdayanti	75	90	80	62	74.7	B	PASS
Gunawan Hadi	65	90	70	52	66.7	C	PASS
Hayani	70	90	90	65	77.3	B	PASS
I Ketut Sugita	72	90	80	60	73.4	B	PASS
M.Kosim	60	70	70	52	61.7	C	PASS
Moh Ahid F	65	70	70	55	63.8	C	PASS
Muhdi	70	65	80	64	69.4	C	PASS
Novera Wati	0	0	0	0	0.0	E	FAIL
Sri Purwanti	75	90	90	58	75.8	B	PASS
Sri Welas Asih	75	85	85	0	53.3	D	FAIL
Titis Sulistiorini	80	90	90	72	81.7	A	PASS
Vera Susiana	72	85	80	68	75.2	B	PASS
Wiwin Estik S	75	85	100	64	79.4	B	PASS
Yuyun S	85	90	90	72	82.7	A	PASS
Zainal Arodin	60	85	85	50	67.8	C	PASS
Setyawati	75	85	90	58	74.8	B	PASS
Nanik Ujiatin	80	90	90	78	83.8	A	PASS
Febriantina	72	85	80	62	73.1	B	PASS
Dessy Ambar S	75	90	90	60	76.5	B	PASS
Desi Safitri	68	90	90	58	74.4	B	PASS

A wise man says “NO GAIN WITHOUT PAIN”.

Whatever you did, you do, and you will do, it thus judges who you are.

English For Business

2007-09-18T20:57:00.000-07:00

What can you tell about the picture?
What do you think that they are doing?

Please, listen and watch this clip, and try answer these questions:
What are the two women’s names?
Did Ellen go out on the weekend?
What’s her husband’s name?
When did her husband get flu?
What does Peter like to be called?
Who seems to lead the meeting?
Why is Ricky late?
What is Peter going to discuss?

Well, really sorry since the "Clip" is not available here.
It's on the hands of Ahmad Syafii, S.Pd., M.ET.
You may have it soon.

BUSINES LETTER

2007-09-18T20:52:00.000-07:00

What is a business letter?

A business letter is an important document that a writer uses to accomplish specific, measureable objectives in interaction with a specific audience.

A business letter usually focuses on the reader's interests, needs, and concerns, often in order to get the writer's aims accomplished as well as the reader's. The strategy is to build rapport (a positive social relationship), offer needed information, and then ask for specific action. In some cases the writer may want to change the reader's attitude, which is also a kind of action.
A business letter builds a bridge (rapport) in a number of ways: expressing shared concerns or objectives, sharing personal or social information or experiences, naming shared acquaintances or business contacts, etc.
A business letter writer organizes the content of the letter to that it persuades the reader to agree with the writer's aims. The strategy is to construct "arguments" that the reader will accept as valid reasons for acting in ways that the writer has specified.
A business letter writer employs some device or means to measure the effectiveness of his or her persuasive effort. For example, a direct mail sales letter may include a coupon that the reader can redeem; a letter of termination's effectiveness may be measured by the fact that the employee does not retaliate with a lawsuit; a letter of complaint achieves an adjustment or refund.
A business letter is usually written in Business English and employs standard western styles of formatting and traditional letter parts or sections. For example, writers most often use block, modified block, semi-block, or AMS simplified styles for formatting content, and the letter parts most often included are the heading, inside address, salutation, body, close, signature, and reference section. (See your text for more information about format styles and letter parts.)

Do business letters vary from country to country?

Although business people from many countries rely on Business English and use standard "western" letter formats, if you conduct business overseas you will see major and minor differences -- in language, in format, and strategies of persuasion. The latter element -- the kinds of strategies that writers use to persuade -- may vary subtly, or greatly from culture to culture (e.g., nationally, or because of ethnic or religious differences). While all human communication shares common elements, even the subtle differences are important to learn about, because they may mean the difference between success or failure in a global business venture. [See your International Communication Case Assignment for more information about this increasingly crucial topic.]

"Kinds" of U.S. Business Letters

There are a wide variety of kinds of business letters and they are categorized chiefly by function: (The following list is not exhaustive.)

complaint or adjustment letters ... sales letters (and proposal letters) performance appraisals ... good news and bad news letters hiring and termination letters ... letters of recommendation fund-raising letters ... request letters collection letters... problem-solving letters query letters ... letters of inquiry refusal letters ... letters of transmittal goodwill letters... application letters

In conjunction with standard writing strategies (rapport, information, action), each of these kinds of letters employs certain specific strategies in order to accomplish its primary purpose., and in addition, secondary strategies may be employed to accomplish more than one objective with the same letter. For example, a company may use a direct mail sales letter to change your attitude about one of its poor-selling product s, and to get you to place an order as well. The company writers will likely offer information about how the product has been improved, and it will use a standard sales technique (e.g., the "star-chain- knot") to "close the sale." [Consult your textbook for more information about this and other specific strategies.] A writer of a bad news letter will need to decide whether to be direct or indirect. A writer of a complaint letter will need to get the reader on his or her side, and be clear about the action desired to remedy the problem.

Directions:

Paying attention to standard Business English and traditional letter formats, write a variety of letters to people in U.S. companies, as described in the list of choices below. (Later in the semester you will also be asked to write letters or memos to international audiences.)

For practice (and your portfolio):

Write a draft of a complaint/adjustment letter about a product or service you have purchased, with which you are very dissatisfied. Your aim or intent is the completion of the promised service, a replacement or exchange, an adjustment of the bill, and/or a refund.
and/or
Write a draft of a letter soliciting funds for some club or non-profit organization to which you belong. Your aim is to get the reader to send in a donation.
and/or
Write a draft of an inquiry letter in which you request information about employment opportunities with a particular company or organization. Your purpose is to gather information, not to obtain an interview.

For your graded U.S. business letter assignment:

Write one of the following:

a direct mail sales letter for a product or service that you have (or could have) developed and for which you intend to start a marketing campaign. You will need to be clear about the "target audience" (i.e. the group of potential customers to whom you plan to direct your sales appeal). You will also need to use an effective selling technique (e.g., star, chain, knot). Be sure that your letter employs some element that can be used to measure the effectiveness of your sales attempt (e.g., an 800#, a coupon, etc.).
or

a series of 3 collection letters, for a commercial service that your company provides for other businesses. Assume that the service has already been provided, and that you want to continue to do business with the audience.

Business Letter Format

2007-09-18T20:44:00.000-07:00

Use the correct Business Letter Format

Why it is important to use the correct business letter format?

Because the way a business letter looks immediately gives the reader their first impression even before they read it. The quality of the paper, letterhead design, the margins, spacing and more all have something to say about the organization. A weakness in any of these elements can detract from the effectiveness of the message, even though it is expertly written.

The following table provides the elements of the business letter format.

The Paper

There are different kinds of paper. I recommend using the 20lb for normal use and 32lb for important letters like resume cover letters and thank you letters.

Color

White is the standard and should usually be used. Light tints (grey, blue, green, etc) are also becoming popular. Do not use any strong colour unless you know it is acceptable to the reader.

Size

To me only the Letter or A4 are the only acceptable sizes. There are other sizes but I don’t recommend it unless you are in the creative field.

Layout

In a business letter format, there are many layouts; the three most popular are the semi-blocked, blocked and full-blocked. Whatever layout you wish to use, it doesn’t really matter. As for me, I prefer the full-blocked simply because it is easier to type on the computer.

Margins

Left and Right 1 Inch
Top and Bottom 1 ½ Inch

Spacing

Most letters are single spaced. Use double space for short letters. Leave one blank line between paragraphs, 2 Blank lines before the complementary close (i.e. Sincerely) and 3 to 4 lines for the signature.

Salutation

Always use the name of the individual if you know it.

Dear Amy: (personal friend or close business associate)
Dear Mrs. Rider:
Dear Miss Spears:
Dear Ms. Tyler: (use Ms. If you don’t know the marital status or the preference)
Dear Mr. Syafii:
Dear Dr. Doom:
Dear Sir Elton John:

If you don’t know the name of the individual, address it to the individual’s title in the company and then use dear Sir or Madam: Here is an example:

Head of Human Resource
ABC Company
123 Sesame Street

Dear Sir or Madam:

But please only use this if you really cannot find out the name of the person. Most companies will tell you who the person is. All it takes is a phone call.

If you are addressing to an organization and not an individual, then use the following:

Ladies and Gentlemen:

And if you want to highlight the letter to an individual(s) in the organization, use the attention line as follows:

Attention: Miss J. Fonda, CEO and Mr. M. Jackson, CFO

Ladies and Gentlemen:

If you are addressing officials, it requires a more formal format. See Addressing Business Letters for Officials for more information.

Complimentary close

For a normal business letter format, I prefer to use Regards, Sincerely, and Sincerely yours. Other acceptable formal business letter close includes Cordially, Cordially yours, Very sincerely yours, Very cordially yours, Yours very truly, Very truly yours and if the person is of high stature, Respectfully yours.

Subject Line

Sometimes to speed up the handling of your mail, it may be wise to use a subject line.

Dear Mr. M. Jackson:

Subject: Order No. 456-9A6

Signature

Do use a title (Mr., Miss, Ms) to indicate your preference and you gender and give you First and Last Name.

Example:

Sincerely,

Ms. Tony Braxton

Although this page is about business letter format and this site is about writing business letters, I think it is prudent to talk about other types of written business correspondence. This will include the fax, memos and e-mails. Knowing when to use each type of correspondence is just as (if not more) important as the content itself. For example, you don't send a memo to congratulate someone.

The Fax
The facsimile machine has dramatically changed the pace of business communications in the past 10 years. Some say it is a blessing and some say it's a curse. Either way, knowing the proper use of this communication tool will help you improve your business image.

The fax cover page
Often, fax transmissions are received in a common area and then forwarded to the proper recipient. The fax cover page is used to route your communication to the correct person and to ensure all the pages are received.

Here is a sample of a fax cover page

Follow these guidelines when using the fax

Use the fax only when the communication needs immediate attention
In addition to the cover page, format the message in either the memo or business letter format.
Do not send documents in which the appearance is important.
Avoid dark areas such as graphics. It slows down transmission time and the recipient printed fax may be moist from the heavy application of ink.
Use simple, legible type for your fax. Arial, Courier and Times New Roman all transmit clearly. Use at least an 11-point in size.
Avoid handwritten notes. They often don't transmit well.

The Memo

The memo is short for memorandum. It is used for short reminders, quick announcements or concise pieces of information. When using the memo format, don't communicate something of vital importance. Use the business letter format instead. Memo tends to be given less attention than a business letter written on the company letterhead. Memos should not be used for communications to people outside the company.

There is no rule for the format of the memo. Pick one and make it a standard for your company. The vital information in a memo are the date, the recipient, the sender and the subject matter.

The following is an example:

Date:

To:
From:
RE:

The e-Mail
Since you are on the internet reading this site, I would assume that you know what e-mail is and you probably have one or more e-mail account. The e-mail has replaced many functions of the business letter. Here are some tips on writing effective e-mail.

Format: Do use the format provided by the software properly. Include the e-mail you are sending to on the proper column. To is for the individuals the letter is directed to, cc for those you want to have a copy and bcc to those you want to have a copy but don't want people to know they are in the list. And do fill in the subject line. Begin the e-mail with the salutation.
Contents: As with the business letter, keep it brief. All the business letter essentials apply to the e-mail as well.
Links: If you are referring to a web site, do provide a link.
Don't use ALL CAPS: In the real world, all caps mean that you are stressing a point. However when online, all caps means that you are YELLING! Bold the word or put asterisks around it to stress the word.
Don't get too informal: The tendency when it comes to e-mail is to write less formally, just remember, you are still writing a business letter only via e-mail.
Don't use emoticons and acronyms: There are two reasons for this, first, while many net-savvy users are familiar with it, there are still a lot of people who don't understand what the symbols mean. Secondly, you are still writing a business letter, emoticons and acronyms are just too informal. Imagine a letter that reads like this:
WTG Imagine my =:O when I heard your good news. IMHO you earned the promotion. ;-)

So there you have it, I have given you the elements of a correct Business Letter Format. Some of these elements are flexible, so always make your own judgment when selecting your Business Letter Format.

Parts of Business Letter

2007-09-18T20:41:00.000-07:00

What are Parts of Business Letters?

A business letter is more formal than a personal letter. It should have a margin of at least one inch on all four edges. It is always written on 8½"x11" (or metric equivalent) unlined stationery. There are six parts to a business letter.

1. The Heading. This contains the return address (usually two or three lines) with the date on the last line.

Sometimes it may be necessary to include a line after the address and before the date for a phone number, fax number, E-mail address, or something similar.

Often a line is skipped between the address and date. That should always be done if the heading is next to the left margin. (See Business Letter Styles.)

It is not necessary to type the return address if you are using stationery with the return address already imprinted. Always include the date.

2. The Inside Address. This is the address you are sending your letter to. Make it as complete as possible. Include titles and names if you know them.

This is always on the left margin. If an 8½" x 11" paper is folded in thirds to fit in a standard 9" business envelope, the inside address can appear through the window in the envelope.

An inside address also helps the recipient route the letter properly and can help should the envelope be damaged and the address become unreadable.

Skip a line after the heading before the inside address. Skip another line after the inside address before the greeting.

3. The Greeting. It is also called the salutation. The greeting in a business letter is always formal. It normally begins with the word "Dear" and always includes the person's last name.

It normally has a title. Use a first name only if the title is unclear--for example, you are writing to someone named "Leslie," but do not know whether the person is male or female. For more on the form of titles, see Titles with Names.

The greeting in a business letter always ends in a colon. (You know you are in trouble if you get a letter from a boyfriend or girlfriend and the greeting ends in a colon--it is not going to be friendly.)

4. The Body. The body is written as text. A business letter is never hand written. Depending on the letter style you choose, paragraphs may be indented. Regardless of format, skip a line between paragraphs.

Skip a line between the greeting and the body. Skip a line between the body and the close.

5. The Complimentary Close. This short, polite closing ends with a comma. It is either at the left margin or its left edge is in the center, depending on the Business Letter Style that you use. It begins at the same column the heading does.

The block style is becoming more widely used because there is no indenting to bother with in the whole letter.

6. The Signature Line. Skip two lines (unless you have unusually wide or narrow lines) and type out the name to be signed. This customarily includes a middle initial, but does not have to. Women may indicate how they wish to be addressed by placing Miss, Mrs., Ms. or similar title in parentheses before their name.

The signature line may include a second line for a title, if appropriate. The term "By direction" in the second line means that a superior is authorizing the signer.

Business Letter Styles

The following pictures show what a one-page business letter should look like. There are three accepted styles. The horizontal lines represent lines of type. Click your mouse pointer on any part of the picture for a description and example of that part.

Business letter style

Make your letters readable and direct. Choose short, accurate word choices, short sentences, and orderly paragraphs. These are easy to read, understand and remember. Use personal pronouns, active voice, and action verbs. Avoid formal and stuffy expressions (like "thanking you in advance," "as per," "be advised," or "enclosed herewith") and don't use technical terms unless you are positive your reader will understand them as you do. Don't write to impress; write to explain.

Preparing your letters

Make your letters readable by typing them on 8 by 11 inch typing paper. Check your text for clarity, completeness, and readability, and don't ever forget to proofread. Minor errors in spelling, punctuation, and grammar hurt your credibility. Make sure that your letters look neat and tidy on the page. Sloppy appearance will detract from even a well written letter.

PARTS OF A BUSINESS LETTER

4455 Turnbolt Ave
Austin, Texas 78713

September 14, 1997

RETURN ADDRESS. Always provide your address so that your reader can contact you.

DATE. The date is useful for record-keeping.

Underwood Computers
11213 Technology Blvd
Houston, Texas 77078

Dear Mr. Underwood:

I am writing this letter to express my appreciation for the wonderful assistance we received from your staff during the past month.

Your salespersons did a terrific job in analyzing our company's needs and providing us with options which were well within our budget for the project. The equipment was shipped in a timely fashion and the installation was as easy as we were told it would be. When a few minor problems arose, your technical assistance staff were very responsive and the problems quickly resolved over the telephone.

Please thank all of the people who were instrumental in getting the project up and running on time.

Sincerely,

Joseph Goodenhour

RECIPIENT ADDRESS. Give the reader's name and address as they appear on the envelope in which your letter is mailed.

SALUTATION or attention line. Address the reader by name punctuated with a colon. When writing to a manager you do not know by name or to a department, use an attention line. (Example: "Attention Claims Manager.") Avoid stuffy "Dear Sir" or "Dear Madam" salutations.

INTRODUCTION. Begin your letter with a short statement of your subject and reason for writing.

YOUR TEXT. Explain your subject fully and clearly. Be accurate and don't waste your reader's time with unnecessary details.

CLOSING. End your letter by saying something helpful or courteous to your reader. If you thank your reader, explain why.

COMPLIMENTARY CLOSE. "Sincerely" is a good choice. Punctuate your close with a comma.

YOUR SIGNATURE

A TYPED COPY OF YOUR NAME

Kinds of Business Letters

2007-09-18T20:40:00.000-07:00

Different kinds of business letters:

settling payment

confirmation of dispatch

reply to complaint

inquiry

acknowledgement of

order

reminder

quotation/offer

complaint

Definitions:

1. When you confirm that the order has been received and that it will

be executed in accordance with what was stipulated in the order.

2. You want information from a company.

3. If you pay by cheque, this kind of letter should accompany the

cheque.

4. You regret having given the buyer cause for complaint.

5. When payments are outstanding, you have to send this kind of

letter.

6. A reply to an inquiry giving prices and other information that has

been requested.

7. When the goods are ready for dispatch, the seller confirms this by

letter, e-mail or fax.

8. The goods did not correspond the expected quality, they arrived too late or were damaged.

Letter of Inquiry

2007-09-18T20:16:00.000-07:00

What is a Letter OF Inquiry?

A letter of inquiry asks someone for specific information. In some cases, such as a request for promotional material, the recipient will have a clear interest in responding to your letter. In other cases, such as a request for specific information on a product, the recipient may or may not be as motivated to respond quickly. Consequently, always make the tone of the letter friendly and make it easy for the recipient to identify and provide the information you need.

Format of a Letter of Inquiry

Follow this format in writing a letter of inquiry:

In the first paragraph, identify yourself and, if appropriate, your position, and your institution or firm.
In the second paragraph, briefly explain why you are writing and how you will use the requested information. Offer to keep the response confidential if such an offer seems reasonable.
List the specific information you need. You can phrase your requests as questions or as a list of specific items of information. In either case, make each item clear and discrete.
Conclude your letter by offering your reader some incentive for responding.

The following letter of inquiry is written by a computer programmer requesting specific information about an upcoming release of a software product.

Reply to Inquiry Letter

2007-09-18T20:01:00.000-07:00

Reply to Inquiry and Inability to Offer Substitute

Disclaimer: Be aware that some of these sample letters have legal, financial, or other implications. If you are not sure about the use of any letter, consult with an appropriate professional first.

Reply to Inquiry and Inability to Offer Substitute

Dear

Your letter inquiring about (subject of inquiry) was
brought to my attention.

While we manufacture a vast assortment of (products) ,
none of our models fit the description which you provided.
We have never manufactured (subject of inquiry).

You may wish to direct an inquiry to the following
distributor, whose firm has been in existence for many
years and who may have the answer you are seeking:

____(name of firm)____
____(address)_________
____(city,state,zip)__

I am sorry that I am unable to be of more assistance to
you. Best of luck!

independence, was secured upon independence within the constitutional structure and process of governance of the state of New York, and their protection remains fundamental to the sovereignty of the people of the state of New York and of the United States of America today.

We challenge the constitutionality of the 1961-2 repeals of Sections §§ 10, 13 and 15 of Article I (Bill of Rights) of the Constitution of the state of New York as, among other reasons, an ex post facto act by the assembly in support of their apparent creature "town board government" in the Town of Easthampton. We hold said creature to have been unconstitutionally imposed upon the Town of Easthampton and Montauk around 1925 under the guise of the Town Law of 1909. (Trustees of Dartmouth College v. Woodward, U.S. Supreme Court, 1819, 4 Wheaton 518 ). The "town board government" of Easthampton is not a legal entity, has no constitutional basis for its claim of civil jurisdiction, and cannot be made to be legal by the state assembly. It is, in effect, a "stealth Woodward".

We do also believe that the MFOP/Montauk Trustee corporation was denied equal protection of the laws of the state of New York with the intent of denying due process of law by the court of original jurisdiction and do seek a direct appeal from its actions with the purpose of a remand for further process of law and a trial.

This matter clearly affects the construction of the constitution of the State of New York and we have presented to the court a substantial constitutional and statutory basis for an appeal as a matter of right. If there are questions about our assertion of the court's jurisdiction, they may be more appropriately raised by the defendants in the forthcoming briefs or by the court during oral argument. We do, therefore, pray the for termination of this inquiry and the quick establishing of a new schedule for the perfecting of the appeals.

In closing, it is important to understand our assertion that this matter was dismissed by the lower court by the extraordinary intervention of a biased judge who denied equal protection of the law for the purpose of obstructing due process of law and that the good justices of the appellate court were clearly prejudiced by two decisions of this higher court that utilized the same unconstitutional misapplication of statute.

The constitutional effect of such a denial of fundamental constitutional rights is best summed up in the written message which the great republican parliamentarian Algernon Sydney passed to his executioner. It read:

"That God had left Nations unto the Liberty of setting up such Governments as best pleased themselves.

That Magistrates were set up for the good of Nations, not Nations set up for the honor or glory of Magistrates.

That the Right and Power of Magistrates in every Country, was that which the laws of that Country made it to be.

That those Laws were to be observed, and the Oaths taken by them, having the force of a Contract between Magistrate and People, could not be violated without danger of dissolving the whole Fabrick."

Algernon Sidney was executed on 7 December 1683 by a predecessor to the courts of the state of New York upon the testimony of one witness when the law required two. The court determined to ignore his right to equal protection of law and executed him for his avowedly republican beliefs. Algernon Sydney had significant involvement in the framing of the constitutions of North Carolina and Pennsylvania and was executed only thirty eight days after the enactment of the original constitution of New York on 30 October 1683 by framers who articulated therein the same principles of republican constitutional government.

The very "fabric" of the still young experiment in constitutional republican government in the state of New York is threatened by the improper handling of this case. Any further protection of the usurpation of the contractually established sovereign jurisdictions of the Towns of East Hampton and Montauk is constitutionally unwise and unjust. Neither this state nor our nation has been conquered by a foreign power and we neither know nor accept any authority above the constitutions, laws and statutes of this state or our nation.

We do pray that we be accorded argument upon the appeal of the Montauk Friends of Olmsted Parks Corporation as a matter of right and seek a judgment of this court which will remand this matter to the court of the Honorable Robert Webster Oliver, J.S.C., for further process of law and a full and fair trial.

Robert A. Ficalora, pro se acting supervisor and assignee MFOP/Montauk Trustee Corp

Cc: Cahn, Wishod & Knauer, Esqs.(Town)

Esseks, Hefter and Angel, Esqs.(Sunbeach)

Attorney General c/o Solicitor General, Dept. of Law, The Capitol, Albany

Enclosures (court only):

· Jurisdiction Statement (1) upon CPLR § 5601(b)(2) w/notice of appeal and attachments

· Jurisdiction Statement (2) upon CPLR § 5601(b)(1) w/notice of appeal and attachments

· Record on Appeal, Robert A. Ficalora as asjgnee of Montauk Friends of Olmsted Parks., inc. &c. v. the town board government of East Hampton and Sunbeach Montauk II, inc. Suffolk index number 98-14806.

· Appellant's brief, 8/30/1999

· Defendant Town's reply, 11/2/1999

· Appellant's answer

· Your inquiry of 21 Feb 2001

These and other documents are also available at www.montauk.com.

Letters of Offer

2007-09-18T19:57:00.000-07:00

for Classified Civil Service Positions (non-union)

A sample Classified Civil Service (CCS) letter of offer is attached; however, alternative letters may be used if they have been carefully evaluated for adherence to the letter of offer standards set by the Office of Human Resources, Consulting Services, (614) 292-2800. The essential components of every offer letter are listed below.

q Position Title

q Employing Department

q Terms of appointment

- Full time regular

- Part time (%) regular

- Full time specials

- Part time (%) specials

q Start Date

q Compensation

- Rate of pay

- Frequency of pay

- Date of first pay

q Benefits

- Rate of pay

- Frequency of pay

- Date of first pay

Letters of offer should be sent to each candidate on your department/unit letterhead and the following statement must be included in all letters of offer:

The Ohio State University is required by federal law to verify the identity and work authorization of all new employees. Accordingly, this offer is contingent upon such verification.

Please note that in the sample letter a number of optional phrases have been included. These have been italicized and it is up to your discretion to either include the information or omit the information as appropriate. For example, in the CCS letter of offer there is space to put specific information about your department. Also note that the offer letter asks the applicant to sign the bottom indicating acceptance.

Clearly important to any letter of offer are those comments that personalize the offer, provide additional information in response to questions by the candidate, and communicate enthusiasm regarding the possibility of the candidate joining the Ohio State staff. The warmth generated in your letter will positively impact the candidate’s impression of Ohio State and your department.

Language in letters of offer may create a contract. Because of this, letters should not include the following:

1. References to permanent employment, termination for just cause, specific expectations of performance, or salary increases.

2. Specific causes for termination or dismissal.

Required Enclosures

q Ohio Ethics Law and Related Statues booklet and acknowledgement form (See Additional Required Forms on the Letter of Offer home page)

q Employment Eligibility Verification – Form I-9 (See Additional Required Forms on the Letter of Offer home page)

q Declaration Regarding Material Assistance to Terrorist Organizations (DMA) form

Terrorist Exclusion List

{Date}

Dear {name}:

I am pleased to offer you the position of {title} within the {department} at The Ohio State University. The offered position is {full-time/part-time} beginning on {date}, at a {salary/pay rate} of {$$$}. You will be paid {bi-weekly/monthly}.

Enclosed is a packet of information describing the outstanding benefits at The Ohio State University. Beginning your first day of employment, you are eligible for many of these benefit programs. In the early stages of your employment, you will receive additional benefits information. As a new employee of The Ohio State University, you are strongly encouraged to sign up for Direct Deposit with a financial institution of your choosing.

The position offered is within the Classified Civil Service. Accordingly, The Ohio State University’s classification plan, rules, and procedures as well as the law of the State of Ohio regarding the Classified Civil Service govern your employment. The Ohio State Office of Human Resources Web site (http://hr.osu.edu) contains the university’s human resource policies, including rules for Classified Civil Service employees. Please familiarize yourself with these.

The Ohio State University is required by federal law to verify the identity and work authorization of all new employees. Accordingly, this offer is contingent upon verification of identity and eligibility to be employed in the United States. Please consult with {name} for further information regarding this requirement.

Ohio State faculty and staff are covered by the Ohio Ethics Law for public officials and state employees, and accordingly must receive and acknowledge a copy of this legislation which is enclosed. Please acknowledge receipt.

In addition, according to the Ohio Revised Code (ORC), sections 2909.32, 2909.33 and 2909.34, new employees must receive a copy of the Terrorist Exclusion List (TEL) and complete a Declaration Regarding Material Assistance/Non-assistance to Terrorist Organizations (DMA) form. Please submit a completed DMA form prior to your first day of employment.

[Paragraph about Ohio State Department if desired.]

You may indicate acceptance of this position by signing below and returning a signed copy of this letter to me at the above address. I would appreciate receiving a response to this offer by {date}. Please feel free to call me if you have any questions about the department, the university, or the terms of this offer. Welcome to The Ohio State University. We are delighted to have you join the university and I look forward to working with you.

Sincerely,

{Name and Title}

Enclosures

cc: Department Fiscal Officer

I acknowledge receipt of this letter and I accept the position offered

Signature _ Date _

LETTER OF OFFER (Template)

Casual / Hourly Paid Personnel

IMPORTANT NOTICE!

The information contained in this GUIDE should be read thoroughly before proceeding to complete this template .

This template is intended to provide a guideline of necessary information which must be included in all offers.

DATE: (Date of offer)

ADDRESS:

TO: (Candidate)

I am very pleased to offer you the position of (position). The terms of the offer are as follows. [Note: where immigration documents such as a Student and or Employment Authorization are required, the offer should be made conditional upon the candidate obtaining these documents (Section 2.6 – Conditional offers)].

CLASSIFICATION & STATUS (Sections 1.2, 2.8 & 2.9):

1. This will confirm your appointment as (position), in the Department/College of __________, effective, (Month, date, year). This is a casual appointment for the period (Month, date, year) to (Month, date, year).

2. This will confirm your appointment as (position), in the Department/College of __________, effective, (Month, date, year). This is a casual appointment for up to (number of weeks/months/years) in duration,

3. This will confirm your appointment as (position), in the Department/College of __________, effective, (Month, date, year). This is a casual appointment of unknown duration.

SALARY (Section 4):

The rate offered is ($ hour). Continuation of this agreement is dependent upon satisfactory performance and the availability of funding.

BENEFITS (Sections 5 & 6):

The mandatory benefits that you are covered under include Employment Insurance [EI] and the Canada Pension Plan [CPP]. Deductions for EI and CPP are made in accordance with the terms of these plans.

Vacation pay will be paid on each cheque.

There are no Optional Fringe Benefit Plans associated with this position and no sick leave entitlement is provided for.

DUTIES (Section 2.11):

In summary, your duties will be as follows:

OTHER CONDITIONS

(Section 3):

1. The hours of this position are: _______ a.m. to _______ p.m. on (list the days of the week). This period includes a (#) minute, unpaid lunch break. You will be given one week written notice of any change in this schedule.

2. The hours of work for this position will vary. You will be given a minimum of one week written notice of your schedule.

AND (Section 8)

All work shall be conducted in accordance with University Safety Policies and Procedures and statutes pertaining to health, safety and environment.

AND (Section 2.13)

Notwithstanding the terms of this contract as referred to in this letter, this contract may be terminated by giving notice of discharge as specified in the Labor Standards Act. The length of notice given is dependent on the duration of service. You will be expected to give as much notice as possible when terminating, but in any event will be expected to give not less than (fourteen) days notice. Notwithstanding the above, the contract can be terminated immediately for just cause.

AND

This position is not in scope of any bargaining unit.

AND (Section 2.5)

As a condition of this contract you are required to sign a “Memorandum of Agreement “ regarding intellectual property.

AND (Section 2.6)

[Note: Where the possession of appropriate legal qualifications, professional designation, or license is required, this should be included in this section.]

(Sections 2.6, 2.7)

THIS APPOINTMENT HAS BEEN AUTHORIZED BY: (Principal Investigator) on (month, day, year).

****************************************************************************

ACCEPTANCE:

This offer is intended to contain the significant terms of the position offered. To signify acceptance of this offer, please sign the statement of acceptance below. [Note: Refer to Section 11.5 of this GUIDE to ensure that all required documentation is forwarded to the Human Resources Division within the designated deadlines in order to avoid any delays in processing or payment.]

I ACCEPT THIS POSITION AS DESCRIBED ABOVE.

Date: Signature of Candidate

cc: Human Resources Division

Letter of Order

2007-09-18T19:51:00.000-07:00

An Invoice

2007-09-18T19:50:00.000-07:00

What is an Invoice?

An invoice is essentially a detailed bill left by vendors and outside suppliers for goods or services rendered to a company. A typical invoice might list the quantity of each item, prices, billable hours, service description and a contact address for payment. While some expenses may be paid out of a general fund or petty cash account, an invoice is usually paid through an accounts payable department by the posted due date.

An invoice is a legal document which can be used as evidence of an incurred debt. The recipient of the goods or services can challenge the legitimacy of individual charges, but the invoice itself is considered a bona fide debt. Sometimes a vendor or serviceman cannot collect on a bill immediately, so their company will send an invoice at a later date for payment. The actual daily expense of a service may be so low that a company will simply wait for a larger invoice to cover all of the costs at once. Vending machine attendants and bottled water providers may only send one invoice a month instead of billing the company a few dollars a day for supplies.

Not all invoices are bills of sale, however. A manufacturer may send out a 'shipping invoice', which details all of the parts and accessories included in a particular order. This shipping invoice should be compared to the actual parts received by the store or customer. Car dealers also receive an invoice from the factory which details the actual price of the basic vehicle and any optional equipment installed. The dealer may offer a discount to the customer which seems to fall below the invoice price.

The use of an invoice as evidence of a legitimate debt can sometimes be abused. Unscrupulous companies may generate false invoices to account for missing funds or to inflate sales numbers to stockholders. An invoice is only enforceable and legal if corroborative evidence (inventory, duplicate bills, etc.) proves the goods actually exist or the service was actually performed. Companies and individuals do have the right to challenge suspicious invoices in a court of law.

Some companies who use invoices frequently will design their own forms, but generic invoice forms can be ordered at office supply stores. There are also computer programs available which can generate specialized invoice forms through the use of templates. A professional invoice should contain detailed information on the goods or services, clear and accurate prices and current contact information for any billing questions a client may have.

Complaints Letters

2007-09-18T19:44:00.002-07:00

Writing complaints letters - examples of how to write good complaints letters

Here are simple tips, templates and examples for writing good complaints letters. This writing approach is effective for private consumers and for business-to-business customers who need to write letters of complaint that produce positive outcomes. Effective complaints letters should be: concise, authoritative, factual, constructive, and friendly. Imagine you are receiving a customer's letter of complaint. What type of letter would encourage you to respond positively and helpfully to the complaint? Good complaints letters have these features: Concise letters can be understood quickly. Authoritative letters - letters that are well written and professionally presented - have more credibility and are taken seriously. Factual letters enable the reader to see immediately the relevant details, dates, requirements, etc., and to justify action to resolve the complaint. Constructive letters - with positive statements, suggesting positive actions - encourage action and quicker decisions. Friendly letters - with a considerate, cooperative and complimentary tone - are prioritized because the reader warms to the writer and wants to help. These complaints methods are based on cooperation, relationships, constructive problem-solving, and are therefore transferable to phone and face-to-face complaints.

See the customer service code of practice and tips, to understand more about the organization's view of complaints handling.

What are the tips and secrets of effective complaints letter writing?

(Please note that UK English tends to prefer the spelling ISE in words such as apologize, organize, etc., whereas US English prefers IZE. Obviously in your letters use the appropriate spelling for your particular audience.)

Write concise letters

We all receive too many communications these days, especially letters. People in complaints departments receive more letters than most, and cannot read every letter fully. The only letters that are read fully are the most concise, clear, compact letters. Letters that ramble or are vague will not be read properly. So it's simple - to be acted upon, first your letter must be read. To be read your letter must be concise. A concise letter of complaint must make its main point in less than five seconds. The complaint letter may subsequently take a few more seconds to explain the situation, but first the main point must be understood in a few seconds.

Structuring the letter is important. Think in terms of the acronym AIDA - attention, interest, desire, action. This is the fundamental process of persuasion. It's been used by the selling profession for fifty years or more. It applies to letters of complaints too, which after all, are letters of persuasion. The complaint letter attempts to persuade the reader to take action.

Structure your letter so that you include a heading - which identifies the issue and name of product, service, person, location, with code or reference number if applicable.

Then state the simple facts, with relevant dates and details.

Next state what you'd like to happen - a positive request for the reader to react to.

Include also, (as a sign-off point is usually best), something complimentary about the organization and/or its products, service, or people. For example:

"I've long been a user of your products/services and up until now have always regarded you are an excellent supplier/organization. I have every faith therefore that you will do what you can to rectify this situation."

Even if you are very angry, it's always important to make a positive, complimentary comment. It will make the reader and the organization more inclined to 'want' to help you. More about this below.

If the situation is very complex with a lot of history, it's a good idea to keep the letter itself very short and concise, and then append or attach the details, in whatever format is appropriate (photocopies, written notes, explanation, etc). This enables the reader of the letter to understand the main point of the complaint, and then to process it, without having to read twenty pages of history and detail.

The main point is, do not bury your main points in a long letter about the problem. Make your main points first in a short letter, and attach the details.

Authoritative complaints letters have credibility and carry more weight

An authoritative letter is especially important for serious complaints or one with significant financial implications. What makes a letter authoritative? Professional presentation, good grammar and spelling, firmness and clarity. Using sophisticated words (providing they are used correctly) - the language of a broadsheet newspaper rather than a tabloid - can also help to give your letter a more authoritative impression. What your letter looks like, its presentation, language and tone, can all help to establish your credibility - that you can be trusted and believed, that you know your facts, and that you probably have a point.

So think about your letter layout - if writing as a private consumer use a letterhead preferably - ensure the name and address details of the addressee are correct, include the date, keep it tidy, well-spaced, and print your name under your signature.

If you copy the letter to anyone show that this has been done (normally by using the abbreviation 'c.c.' with the names of copy letter recipients and their organizations if appropriate, beneath the signature.) If you attach other pages of details or photocopies, or enclose anything else such as packaging, state so on the letter (normally by using the abbreviation 'enc.' the foot of the page).

When people read letters, rightly or wrongly they form an impression about the writer, which can affect response and attitude. Writing a letter that creates an authoritative impression is therefore helpful.

Complaints letters must include all the facts

In the organization concerned, you need someone at some stage to decide a course of action in response to your letter, that will resolve your complaint. For any complaint of reasonable significance, the solution will normally involve someone committing organizational resources or cost. Where people commit resources or costs there needs to be proper accountability and justification. This is generally because organizations of all sorts are geared to providing a return on investment. Resolving your complaint will involve a cost or 'investment' of some sort, however small, which needs justifying. If there's insufficient justification, the investment needed to solve the problem cannot be committed. So ensure you provide the relevant facts, dates, names, and details, clearly. Make sure you include all the necessary facts that will justify why your complaint should resolve (according to your suggestion assuming you make one).

But be brief and concise. Not chapter and verse. Just the key facts, especially dates and reference numbers.

For example:

"The above part number 1234 was delivered to xyz address on 00/00/00 date and developed abc fault on 00/00/00 date..."

Constructive letters and suggestions make complaints easier to resolve

Accentuate the positive wherever possible. This means presenting things in a positive light. Dealing with a whole load of negative statements is not easy for anyone, especially customer service staff, who'll be dealing with mostly negative and critical communication all day. Be different by being positive and constructive. State the facts and then suggest what needs to be done to resolve matters. If the situation is complex, suggest that you'll be as flexible as you can in helping to arrive at a positive outcome. Say that you'd like to find a way forward, rather than terminate the relationship. If you tell them that you're taking your business elsewhere, and that you're never using them again, etc., then there's little incentive for them to look for a good outcome. If you give a very negative, final, 'unsavable' impression, they'll treat you accordingly. Suppliers of all sorts work harder for people who stay loyal and are prepared to work through difficulties, rather than jump ship whenever there's a problem. Many suppliers and organizations actually welcome complaints as opportunities to improve (which they should do) - if yours does, or can be persuaded to take this view, it's very well worth sticking with them and helping them to find a solution. So it helps to be seen as a positive and constructive customer rather than a negative, critical one. It helps for your complaint to be seen as an opportunity to improve things, rather than an arena for confrontation and divorce.

Write letters with a friendly and complimentary tone

It may be surprising to some, but threatening people generally does not produce good results.

This applies whether you are writing, phoning or meeting face-to-face.

A friendly complimentary approach encourages the other person to reciprocate - they'll want to return your faith, build the relationship, and keep you as a loyal customer or user of their products or services. People like helping nice friendly people. People do not find it easy to help nasty people who attack them.

This is perhaps the most important rule of all when complaining. Be kind to people and they will be kind to you. Ask for their help - it's really so simple - and they will want to help you.

Contrast a friendly complimentary complaint letter with a complaint letter full of anger and negativity: readers of angry bitter letters are not naturally inclined to want to help - they are more likely to retreat, make excuses, defend, or worse still to respond aggressively or confrontationally. It's human nature.

Also remember that the person reading the letter is just like you - they just want to do a good job, be happy, to get through the day without being upset. What earthly benefit will you get by upsetting them? Be nice to people. Respect their worth and motives. Don't transfer your frustration to them personally - they've not done anything to upset you. They are there to help. The person reading the letter is your best ally - keep them on your side and they will do everything they can to resolve the problem - it's their job.

Try to see things from their point of view. Take the trouble to find out how they work and what the root causes of the problems might be.

This friendly approach is essential as well if you cannot resist the urge to pick up the phone and complain. Remember that the person at the other end is only trying to do their job, and that they can only work within the policy that has been issued to them. Don't take it out on them - it's not their fault.

In fact, complaints are best and quickest resolved if you take the view that it's nobody's fault. Attaching blame causes defensiveness - the barriers go up and conflict develops.

Take an objective view - it's happened, for whatever reason; it can't be undone, now let's find out how it can best be resolved. Try to take a cooperative, understanding, and objective tone. Not confrontational; instead you and them both looking at the problem from the same side.

If you use phrases like - "I realize that mistakes happen..."; "I'm not blaming anyone...."; "I'm sure this is a rare problem...", your letter (or phone call) will be seen as friendly, non-threatening, and non-confrontational. This relaxes the person at the other end, and makes them more inclined to help you, because you are obviously friendly and reasonable.

The use of humor often works wonders if your letter is to a senior person. Humor dissipates conflict, and immediately attracts attention because it's different. A bit of humor in a complaint letter also creates a friendly, intelligent and cooperative impression. Senior people dealing with complaints tend to react on a personal level, rather than a procedural level, as with customer services departments. If you brighten someone's day by raising a smile there's a good chance that your letter will be given favorable treatment.

Returning faulty products

Check contracts, receipts, invoices, packaging, etc., for collection and return procedures and follow them.

When complaining, particularly about expensive items, it's not helpful to undermine your position by failing to follow any reasonable process governing faulty or incorrect products. You may even end up with liability for the faulty product if the supplier is able to claim that you've been negligent in some way.

For certain consumer complaints it's helpful to return packaging, as this enables the organization to check production records and correct problems if still present. If in doubt phone the customer services department to find out what they actually need you to return.

Product returns for business-to-business complaints will initially be covered by the supplier's terms and conditions of sale. Again take care not to create a liability for yourself by failing to follow reasonable processes, (for example leaving a computer out in the yard in the pouring rain by way of incentive for the supplier to collect, is not generally a tactic bound to produce a successful outcome).

Use recorded and insured post where appropriate.

Complaints letter template

Name and address (e.g., for the customer services department, or CEO)

Date

Dear Sir or Madam (or name)

Heading with relevant reference numbers

(Optional, especially if writing to a named person) ask for the person's help, e.g. "I'd really appreciate your help with this."

State facts of situation, including dates, names, reference numbers, but keep this very concise and brief (append details, history, photocopies if applicable, for example if the situation is very complex and has a long history).

State your suggested solution. If the situation and solution is complex, state also that you'll be as flexible as you can to come to an agreed way forward.

(Optional, and normally worth including) state some positive things about your normal experience with the organization concerned, for example: that you've no wish to go elsewhere and hope that a solution can be found; compliment any of their people who have given good service; compliment their products and say that normally you are very happy with things.

State that you look forward to hearing from them soon and that you appreciate their help.

Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)

Your signature

Your printed name (and title/position if applicable)

c.c. (plus names and organizations, if copying the letter to anyone)

enc. (if enclosing something, such as packaging or attachments)

Complain by phone - or write a letter of complaint?

Obviously if a situation needs resolving urgently you must phone, but that's different to complaining. When something goes wrong the temptation is often to get on the phone straight away, and give someone 'a piece of your mind' about whatever has disappointed or annoyed you, but phoning to complain in this way is rarely a good idea. This is because:

'Heat of the moment' complaints almost always produce confrontation, emotion, and misunderstanding, which are not conducive to the cooperation necessary for good solutions and outcomes.
For organizations to handle complaints properly they need to be able to deal with facts and written records. Written details are essential to their complaints processing, and a letter is a far more reliable way of communicating these things than a verbal phone exchange.
You will need a your own record of the complaint to establish accountability, responsibility, that you have actually complained, when you complained, and to whom. Telephone conversations do not automatically create a record. With a phone complaint there is nothing for you to refer back to; no copies can be produced when and if you need to follow up the complaint.
A letter gives you the chance to present your case in the best possible way. Telephone conversations can quickly get out of control.
Writing a letter helps you to calm down and do things properly. Calling people immediately on the phone often fuels your emotions, especially if the person at the other end isn't good at handling you. When you lose control of your emotions you lose control of the situation, your credibility, clarity, cooperation, goodwill and objectivity; all of which you need if you want to achieve the best possible outcome.
For very serious matters you should be using recorded or registered post, which effectively guarantees that your letter reaches the recipient. There is of course no equivalent by telephone.

Where should you send letters of complaints?

If the organization has a customer services department at their head office this is the first place to start. The department will be geared up to dealing with complaints letters, and your complaint should be processed quickly with the others they'll receive because that's the job of a customer services department. This is especially the case for large organizations. Sending initial complaints letters to managing directors and CEO's will only be referred by their PA staff to the customer services department anyway, with the result of immediately alienating the customer services staff, because you've 'gone over their heads'.

The trick of sending a copy letter to the CEO - and showing this on the letter to the customer services department - is likely to have the same effect. Keep your powder dry until you need it.

You can generally find the address of the customer services department on (where appropriate) product packaging, invoices, websites, and other advertising and communications materials produced by the organization concerned. Local branches, if applicable, will also have the details.

If your complaint is one which has not been satisfactorily resolved by the normal customer services or complaints department, then you should refer the matter upwards, and ultimately, when you've run out of patience, to the top - the company CEO or MD.

The higher the level of the person you are writing to, the more need to make your letter clear, concise, authoritative, etc. When referring complaints upwards always attach copies of previous correspondence.

If departmental managers and functional directors fail to give you satisfaction, get the top person's name and address from the customer services department. If this is not possible, call the organization's head office and ask for the Chief Executive's PA. Very large organizations will often have a whole team that looks after the CEO's correspondence, so don't worry if you can't speak to the PA her/himself - all you need at this stage is the name and address of the person at the top. You don't need to give a reason for writing, and you certainly don't need to go into detail about the complaint itself because the person you'll be speaking with won't be responsible for dealing with it. Just say: "I'm writing to the Chief Executive - would you give me the name and address please?" And that's all you say. You could be the private secretary for the Queen of England for all they know. Only the most clandestine organization will refuse to give the details you need (in which case forget about complaining and find another supplier).

Where to complain if the person at the top fails to satisfy your complaint

If you have exhausted all avenues of complaint at the organization itself, and you are determined not to let matters go, you must then find the appropriate higher authority or regulatory body.

However, first sit down and think hard about whether your complaint and expectations are realistic. If you are too emotional about things to be objective, ask a friend or colleague for their interpretation. If you decide that you truly are getting a raw deal, next think seriously about whether to forget it - to take the FIDO approach (forget it and drive on) - for the sake of your own peace of mind. Some battles just aren't worth the fight. Could the energy you'd use in pursuing the complaint be better used to resolving the situation in a different way? Plenty of people spend lots of time and money pursuing a complaint, which they win in the end, but which costs them too dearly along the way. If the personal and emotional cost is likely to be too great, be philosophical about it; FIDO.

Having said all that, if your complaint does warrant a personal crusade, and some things are certainly worth fighting for, very many organizations are subject to a higher authority, to which you can refer your complaint.

Public services organizations - schools, councils, etc - will be part of a local government and ultimately central government hierarchy. In these structures, regional and central offices should have customer services departments to which you can refer your complaints about the local organization that's disappointed you.

Utilities and other major service organizations - for example in the energy, communications, water, transport sectors - generally have regulatory bodies which are responsible for handling unresolved complaints about the providers that they oversee. At this stage you will need clear records of everything that's happened.

Unresolved complaints about companies that are part of a larger group can be referred to the group or parent company head office. Some are more helpful than others, but generally group and parent companies are concerned if their subsidiaries are not looking after dissatisfied customers properly.

Generally look for the next level up - the regulatory body, the central office, the parent company - the organization that owns, controls or oversees the organization with which you are dissatisfied.

Sample complaints letters

These simple letters examples show the format and style of effective complaints letters. While the samples deal with relatively simple minor situations, the same format can be used for more serious complex problems and complaints. Remember; don't attempt to put every detail into the letter. Keep the letter concise, short and simple; use attachments, photocopies of previous correspondence, reports, etc., to provide the background.

Complaints letter example - faulty product

(Use letter headed paper showing home/business address and phone number)

Name and address (of customer service department)

Date

Dear Sirs

Faulty (xyz) product

I'm afraid that the enclosed (xyz) product doesn't work. It is the third one I've had to return this month (see attached correspondence).

I bought it from ABC stores at Newtown, Big County on (date).

I was careful to follow the instructions for use, honestly.

Other than the three I've had to return recently, I've always found your products to be excellent.

I'd be grateful if you could send a replacement and refund my postage (state amount).

I really appreciate your help.

Yours faithfully

Signature

J Smith (Mrs.)

Enc.

Complaints letter example - poor service

(Use letter headed paper showing home/business address and phone number)

Name and address (for example to a service manager)

Date

Dear (name)

Outstanding service problem - contract ref (number)

I really need your help with this.

Your engineer (name if appropriate) called for the third time in the past ten days to repair our (machine and model) at the above address, and I am still without a working machine.

He was unable to carry out the repair once more because the spare part (type/description/ref) was again not compatible. (I attach copies of the service visit reports.)

Your engineers have been excellent as always, but without the correct parts they can't do the job required.

Can I ask that you look into this to ensure that the next service visit, arranged for (date), resolves the matter?

Please telephone me to let me know how you'd like to deal with this.

When the matter is resolved I'd be grateful for a suitable refund of some of my service contract costs.

I greatly appreciate your help.

Yours sincerely

Signature

J Smith (Mrs.)

Enc.

Responding to customer complaints and complaints letters

Responding to complaints letters is of course a different matter than doing the complaining.

If you are in a customer service position of any sort, and you receive complaints from customers, consider the following:

Firstly it is important to refer to, and be aware of, and be fully versed in your organization’s policies and procedures for dealing with customer complaints. If your organization does not have a procedure for complaints handling then you should suggest that it produces one. And publishes it to all staff and customers. For large, complex supply or service arrangements, and for large customer accounts, it is normal and sensible for specific 'service level agreements' (SLA's) to be negotiated and published on an individual customer basis. Again, if none exists, do your best to help to establish them - your customers will thank you?

It is essential to refer to the standards and published deliverables relating to the particular complaint. Your response needs to be sympathetic, but also needs to reflect the responsibility and accountability that your organization bears in relation to the complaint. All organizations should have a policy for dealing with complaints, especially where the complaint is justified and results from a failure to deliver a service or product to a stated and agreed quality, specification, cost or timescale. Your organization ideally should also have guidelines for dealing with complaints that might not justified; i.e., where the customer's complaint is based on an expectation that is beyond or outside what was agreed or stated in whatever constitutes the supply contract. Matters such as these, in which a complaint might not be justified, generally require pragmatic judgment since the cost and implications of resolving such matters can be significant and far-reaching.

Aside from the judgment about solutions, remedial action, or compensation, etc., it is always vital to respond to all complaints with empathy and sympathy. Remember that the person on the other end of the phone, or the writer of the complaint letter, is another human being, trying to do the best they can, with the same pressures and challenges that you have. Respect the other person. Focus on the issues and solutions, not the personality or the emotion.

You should therefore always demonstrate a willingness, and the capability, to understand a customer's feelings and situation, whether or not you actually agree with their stand-point. The demonstration of empathic understanding goes a long way towards soothing a customer's anger and disappointment, even if you are unable to provide a response which fully meets their expectations or their initial demands.

Use phrases like, "Oh dear, I understand that must be very upsetting for you," rather than "Yes, I agree, you've been badly treated." You can understand without necessarily agreeing. There is a difference, moreover, angry and upset people need mainly to be understood.

For this reason, all communications with complaining customers must be very sympathetic and understanding. An understanding tone should also be used in writing response letters to customer complaints, and in dealing with any failure to meet expectations, whether the customer's expectations are realistic and fair, or not.

Here is a simple template example of a response letter to a customer complaint. There are many ways to alter it. Use it as a guide.

Before sending any response letter ensure that you satisfy yourself that you are operating within your organization’s guidelines covering service levels, remedial action, compensation and acceptance of liability or blame.

Customer service response letter to a customer complaint - template example

Name and address

Date

Reference

Dear.........

I am writing with reference to (situation or complaint) of (date).

Firstly I apologize ('apologize' in US) for the inconvenience/distress/problems created by our error/failure.

We take great care to ensure that important matters such as this are properly managed/processed/implemented, although due to (give reason - be careful as to how much detail you provide - generally you need only outline the reason broadly), so on this occasion an acceptable standard has clearly not been met/we have clearly not succeeded in meeting your expectations.

In light of this, we have decided to (solution or offer), which we hope will be acceptable to you, and hope also that this will provide a basis for continuing our relationship/your continued custom.

I will call you soon to check that this meets with your approval/Please contact me should you have any further cause for concern.

Yours, etc.

Other points of note when dealing with customer complaints and complaints letters:

Always take personal responsibility for problems until they are fully resolved. Don't just 'throw it over the wall' and hope that a colleague sees it through. You must be the guardian of the complaint and look after the customer to ensure that your organization does the right thing, even when someone else has responsibility to deal with it. Always check that the customer has been looked after, and the problem finally resolved - it's just a phone call.

Always check your policies, procedures, standing instructions, latest bulletins, etc relating to service delivery levels and complaints resolution. If procedures and standards are hazy then do your best to encourage management or directors to create and publish clearer expectations and procedures for staff and customers. When things go wrong it's normally because people don't understand what expectations are, rather than a failure of an individual, or the action or reaction of a customer.

Be careful about accepting liability if you have no guideline or policy enabling you to do so, and in any event, wherever you perceive potentially significant liability could exist, delay any decision or commitment until seeking advice from a person in suitable authority.

Always try to speak to people on the phone - even if you're writing a letter - make contact by phone as well. Voice contact is so much more reliable and effective when trying to diffuse conflict and rebuild trust.

Before you send anything - read it back to yourself and ask, "What would I think if I received this? How would I feel?" If your answers are less than positive you should re-write the letter.

If you ever find yourself using a nasty old standard customer complaints response letter, that your department has been using for ages, to the distress of your complaining customers, take responsibility for getting the standard letter replaced with something that is positive and empathic and constructive.

A complaining customer is an opportunity for the supplying organization to improve and consolidate the relationship, and to keep the customer for life. Make sure you use it.

In responding to serious, large complaints and implications, you should initially respond with an immediate solution to resolve the current issue, and then arrange with the customer how best to develop and agree a remedial change that will prevent re-occurrence, which for large contracts should probably entail a meeting, involving relevant people from both sides. In some situations you will find that the need is actually for a fully blown re-negotiation of the service level agreement. In such cases do embrace the opportunity as a very positive one - a chance to consolidate and strengthen the relationship, and normally an opportunity to extend the length of the contract.

In dealing with complains of any sort, take heart from the fact that customers whose complaints are satisfactorily resolved, become even more loyal than they were before the complaint arose.

Letters of Application

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Writing job application letters

The job application letter's sole purpose is to get the recipient to read your CV. It should be clear, concise and straight to the point. Here you are simply telling the employer that you are worth having a look at.

The application letter should be brief, no more than one page in length. It should be easy to read and flow through. It should include only the absolute necessary information. Like most other things, there is a formula that works extremely well for preparing job application letters. Following we discuss each paragraph and give you some guidelines.

Addressing job application letters:

The style you choose is not important, there are many different styles of job applications and professional letters, this comes down to personal preference. However somewhere on the top, whether it is on the right or left hand sides, there should be your address and the date. Following this, on the left hand side you should address it. Ensure you include the name of the person, their title, company name, address and any position reference number. This is probably obvious, but ensure that you spell their name correctly, nothing worse than receiving a letter incorrectly addressed or misspelled. It gives a poor first impression.

The Introductory Paragraph:

The first paragraph should simply state why you are writing to them. If it is an advertised position, mention the position title and where it was advertised. If you are "cold calling" a company then you should specify that you are applying for any current or future employment opportunities.

An easy way to start this paragraph is with the following statement: "Please find enclosed my CV, which I am forwarding to you as an application for the position of......."

The main body of job application letters:

The main body of the letter should be two to three paragraphs at the most. Here is where you tell them what you have to offer and why they should read your CV. This is a good time to read the job advertisement again. In one paragraph (two at the most) you need to summarize your experience and skills, at the same time, you need to respond to the position requirements as per the advertisement.

Analyze your career and summarize it in a few sentences, highlight what you specialize in, or how many years in the industry you might have, or even the level that you have reached. This paragraph should direct the reader to your CV and should sell you on some unique points that you might have.

A good way to start this paragraph is with a statement like this: "You will see from my enclosed CV...." then go ahead and tell them something about your career which will immediately get their interest.

The next part of the body of the letter should be a brief description of your personal skills. Again read the advertisement and respond to their needs. If they are asking for someone with good co-ordination skills, then ensure you mention something to that effect. If it is communication or perhaps leadership skills they value, then tell them that you have these. Use adjectives like "demonstrated ability", "well developed", "strong".

Job Application Letters Closing Paragraph:

The closing paragraph should ask for some action from the recipient. This is where you ask for an interview. It should also state where and how they can reach you, and it should thank the recipient for giving you the opportunity to apply. You can include things like "should you require further information....." .

Finish the letter by adding a closing remark, either "yours sincerely", "yours faithfully' or whatever you feel comfortable with and obeying general letter writing etiquette. Leave a few spaces for your signature and then place your full name.

Before you mail the application letter, read it over again, making sure that it is perfect. Special attention should be placed to ensure the letter:

· It is not too long.

· There are no grammar or spelling errors.

· That you have answered the job requirements.

· The application letter flows and is easy to read.

You might have to type and edit the letter many times before you are happy with it, but just remember that the job application letter is just as important as the CV itself. The letter should invite the recipient to read the resume, in turn the resume should raise enough interest for them to want to interview you. The Interview is where you will demonstrate your skills and abilities.

Sample Letter to Send with Job Application

Sample Job Application Letter

Mr. George Gilhooley
XYZ Company
87 Delaware Road
Hatfield, CA 08065
(909) 555-5555

Date

Dear Mr. Gilhooley,

I am writing to apply for the programmer position advertised in the Times Union. As requested, I am enclosing a completed job application, my certification, my resume and three references.

The opportunity presented in this listing is very interesting, and I believe that my strong technical experience and education will make me a very competitive candidate for this position. The key strengths that I possess for success in this position include:

I have successfully designed, developed, and supported live use applications
I strive for continued excellence
I provide exceptional contributions to customer service for all customers

With a BS degree in Computer Programming, I have a full understanding of the full life cycle of a software development project.

I also have experience in learning and excelling at new technologies as needed.

Please see my resume for additional information on my experience.

I can be reached anytime via my cell phone, 555-555-5555. Thank you for your time and consideration. I look forward to speaking with you about this employment opportunity.

Sincerely,

Ahmad Syafii, S.Pd., M.ET.

Curriculum Vitae

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CVs (Curriculum Vitaes) summarize your education and skills.

They are a popular way of applying for jobs and are most commonly sent with a covering application letter.

Because your future depends on it, it is definitely worth making it look as impressive as possible. While there is no standard CV, we have compiled a list of tips to ensure your CV gets you noticed.

Keep the layout clear and simple, so information can easily be found
Don’t use flashy fonts or designs
When printing your CV, use the best quality paper you can afford
The standard length for the CV is two pages
Make sure your spelling, punctuation and grammar are perfect - get it checked by a teacher or adviser
Your CV should sell you to the employer, so be as positive as possible, but never lie

The following items should appear on your CV:

Personal details: your full name, address, telephone number and e-mail address, if you’ve got one. If you have a home and term address, give both. Include your date of birth. Also, include whether or not you are entitled to work in the in the UK, if you are not a British national.
Education: start with your most recent studies, include any extra courses and the titles of any relevant course work or projects you have done.
Work experience: include paid full and part-time work as well as any unpaid work placements.
Skills: tailor your skills according to the job that you are applying for. Keep it relevant but do mention computer skills, languages and any other abilities which you have.
Interests: this will help the interviewer get an idea of what makes you tick.
References: it’s standard to give two referees – people who can give their opinion on your abilities. One should be an academic reference (tutor, teacher or lecturer), and the other a character reference (not a friend or family member).

Preparing the CV

Resume writing seems to be the part that gives people the most trouble. It isn't that hard if you follow some guidelines.

At some stage or another during your life, you will need to prepare a CV. If you are like most people, you will have many attempts at preparing your resume before you actually get anything decent together. The problem is generally due to a lack in planning.

The key to resume writing excellence is in presenting it the right way. Most people make the error of just listing their experience and qualifications, this ends up being a rather boring document. A good resume should not only demonstrate your skills and experience, but should also give the reader a good indication of the type of person you are. It needs to have personality.

Following are some helpful hints on getting started, Definition of a Resume and Types of CV's.

Getting started

Let's start at the beginning, what exactly is a CV and what is it's purpose.

The sole purpose of a CV is to show the reader what you are capable of.

The CV is your selling document. It needs to be able to show your prospective employer that you are the person that they are looking for. This goes beyond experience, training and skills. It needs to demonstrate your personal strengths, capabilities and the type of person you are.

It also needs to be a concise document. Most employers will skim through all the CVs and put aside only 5-10 that might be worth reading. On average an employer will only spend around 1-3 minutes on each CV. In other words your CV has to stand out from the others.

This does not mean that the CV should be full of graphics, colors or printed on colored paper. Employers feel that if you have to use gimmicks to impress them, then you probably don't have anything to offer. The CV needs to have a clean, professional look about it. It needs to be easy to read and should look balanced.

The format or style you choose depends on the type of CV that you require, but no matter which one, the resume should always be easy to follow and read.

Types of CV's

The type of CV you decide on will depend entirely on the type of position you are applying for. The key is to analyze what the employer will be looking for and ensuring your CV will sell you in the best possible way.

For example if you are applying for a Project Manager position, then the projects that you have handled in the past will be important. Your CV needs to list the type of projects, your responsibilities and any achievements. It is important to show the relevance of what you have done in the past as it relates to the position you are applying for.

On the other hand, if the position you are applying for is more a "hands-on" type of job, then your CV needs to demonstrate your "hands-on" experience in these areas. Again highlighting the relevance to the position.

The Chronological CV is the easiest to write. It should always be written with your current or most recent position first. Showing your responsibilities and achievements that would be relevant to this position.

If the job is more of a technical nature, then you need to prepare a "technical style" resume. There are other types of resumes, Graduates need to use a different approach. A different approach would be used for someone seeking a career change.

Acceptance Letters

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Letters accepting a job not only convey information, but also establish a contractual relationship between you and the organization or person offering you the position. Consequently, acceptance letters should accurately restate the key terms of employment.

Send an acceptance letter as soon as you are absolutely sure that you want to accept the job offer. If you need more than two weeks to decide whether or not to accept an offer, telephone or write the person making the offer and ask for an extension of time to decide.

Format

Begin the first paragraph by enthusiastically accepting the job. Be sure to state the exact title of the job and the salary.

The second paragraph usually discusses details about the position, especially the date that you will begin work.

The last paragraph is short statement of goodwill, usually indicating that you are looking forward to starting your new job.

Here is an example of acceptance letter

2007-09-18T19:28:00.000-07:00

A Business in English

FINAL SCORES OF 2D3MI-05, 06, and 07

English For Business

BUSINES LETTER

Business Letter Format

Parts of Business Letter

Business letter style

Preparing your letters

PARTS OF A BUSINESS LETTER

Kinds of Business Letters

Letter of Inquiry

Format of a Letter of Inquiry

Reply to Inquiry Letter

Letters of Offer

Required Enclosures

I acknowledge receipt of this letter and I accept the position offered

Signature _____________________ Date _____________________

Letter of Order

An Invoice

What is an Invoice?

Complaints Letters

Write concise letters

Authoritative complaints letters have credibility and carry more weight

Complaints letters must include all the facts

Constructive letters and suggestions make complaints easier to resolve

Write letters with a friendly and complimentary tone

Returning faulty products

Complaints letter template

Complain by phone - or write a letter of complaint?

Where should you send letters of complaints?

Where to complain if the person at the top fails to satisfy your complaint

Sample complaints letters

Complaints letter example - faulty product

Complaints letter example - poor service

Responding to customer complaints and complaints letters

Customer service response letter to a customer complaint - template example

Letters of Application

Writing job application letters

Addressing job application letters:

The Introductory Paragraph:

The main body of job application letters:

Job Application Letters Closing Paragraph:

Curriculum Vitae

Preparing the CV

Acceptance Letters

Format

Here is an example of acceptance letter

Signature _ Date _