1.

Application Letter
2. CV (chronological format)
3. Inquiry Letter
4. Responding to Inquiries
5. Complaint Letter
6. Adjustment Letter
7. Sales Letter
8. Order"
2.

1.3. Types of Business Correspondence

1.3.1. Career related Correspondence
The Application Letter
The application letter, also known as the cover letter,
constitutes, together with the resume, the so called "job
package." The application letter precedes the resume, its
role being to draw a clear connection between the job you
are seeking and your qualifications listed in the resume.
However, the application letter is not a lengthy summary of
the resume, but selectively mentions information in the
latter, as appropriate.
According to the amount and kind of information they
contain, application letters can be:
* Objective letters, which briefly identify the position
being sought, indicate an interest in having an interview,
and call attention to the fact that the resume is attached.
They also mention any other special matters that are not
included on the resume, such as dates and times when you
are available to come in for an interview.
* Highlight letters, which summarize the key information
from the resume, meant to emphasize that you are a good
candidate for the job. In other words, they select the best

information from the resume and summarize it, being

especially designed to make the connection with the
specific job.
The common sections of an application letter are the
following:
The introductory paragraph. The first paragraph of the
application letter is the most important, as it sets up the
tone, the focus, as well as your most important
qualification. In the introductory paragraph of your
application letter, no more than 5 6 lines long, you should:
State the purpose of the letter to inquire about an
employment opportunity;
Indicate the source of your information about the job
newspaper advertisement, a personal contact, or other;
State one eye-catching, attention-getting thing about
yourself in relation to the job or to the employer that will
cause the reader to continue the reading.
The main body paragraphs. In the main parts of the
application letter, you present your work experience,
education, training, whatever makes that connection
between you and the job you are seeking. Your main interest
at this point is to point out the match between your
qualifications and the requirements for the job. There are
two common ways to present this information:
* The functional approach, which presents education in
one section, and work experience in the other. Whichever of
these sections contains the information that advantages you
most should come first, after the introduction.
* The thematic approach, which divides experience and
education into groups such as "management," "technical,"
"financial," and so on and then discusses your work and
education related to them in separate paragraphs.

Remember that you should organize the letter thematically

or functionally according to your resume.
The main body of the application letter also points out
your career objectives. A paragraph like this is particularly
good for people just starting their careers, when there is not
much to put in the letter.
The closing paragraph. In the last paragraph of the
application letter, you can indicate how the prospective
employer can get in touch with you and when are the best
times for an interview. This is the place to urge that
prospective employer to contact you to arrange an
interview.
Useful key phrases
When responding to an advertised job:
* I am writing to you in response to your advertisement
for...
* As you can see from my enclosed resume, my
experience and qualifications match this position's
requirements.
* I would like to point out...
* During ...., I improved (furthered, extended, etc.) my
knowledge of...
* I look forward to an opportunity to speak with you in
person/personally
When requesting a position:
* Please accept this letter as an expression of interest in
the position of...
* I have enclosed a copy of my resume for your review.
* ...and believe I possess the right combination
of....skills.
* My current position .... has provided the opportunity
to ...

* I would welcome the opportunity to personally discuss

my potential contributions to your company with you.
* I look forward to your reply.
In order to write an effective application letter, you
should have in view the following aspects:
* Readability and white space. Avoid dense paragraphs
of over 8 lines, and make sure there are comfortable 1-inch
to 1.5-inch margins, as well as adequate spacing between
paragraphs and the components of the letter;
* Page fill. Place the letter on the page neatly, not
crammed at the top one-half of the page, or spilling over to
a second page by only three or four lines;
* General neatness, professional-looking quality. The
letter should be printed on good quality paper, free of
smudges and erasures;
* Proper use of the business-letter format;
* Overt, direct indication of the connection between your
background and the requirements of the job;
* A positive tone. Avoid sounding overly aggressive and
over-confident, or, on the contrary, overly reserved, and
indifferent;
* A good introduction. The introduction should establish
the purpose of the letter, not by diving directly into the
details of your work and educational experience, but
presenting one compelling detail about yourself that will
cause the reader to keep reading;
* A good balance between brevity and details. Avoid
becoming too detailed, as well as the other extreme of being
so general that you could refer to practically anybody;
* Lots of specifics. Present plenty of specific details
without making the letter too densely detailed. Concentrate

on factual details (numbers, dates, proper names) that make

you stand out as an individual;
* Correct grammar, spelling, and vocabulary.

Samples of application/cover letters

*Sample 1
7 Apple Court
Eugene, OR 97401
503-555-0303
Mr. John Smith
California Investments, Inc.
25 Sacramento Street
San Francisco, CA 94102

Dear Mr.Smith,
My outgoing personality, my sales experience, and my
recently completed education make me a strong candidate
for a position as an insurance broker for California
Investments, Inc.

I recently graduated from the University of Oregon with a

degree in marketing, where I was president of both the
Future Business Leaders of America and the American
Marketing Association.
Although a recent graduate, I am not a typical new
graduate. I attended school in Michigan, Arizona, and
Oregon. And I've put myself through these schools by
working such jobs as radio advertising sales, newspaper
subscription sales, and bartending, all of which enhanced
my formal education.
I have the maturity, skills, and abilities to embark on a
career in insurance brokering, and I'd like to do this in
California, my home state.
I will be in California at the end of this month, and I'd like
very much to talk with you concerning a position at
California Investments. I will follow up this letter with a
phone call to see if I can arrange a time to meet with you.
Thank you for your time and consideration.
Sincerely,
Mark Spencer
*Sample 2

2520 Vista Avenue

Olympia, Washington 98501
April 19, 2001
Mr. John Smith, Personnel Manager
Importers Inc.
587 Lilly Road
Dear Mr. Smith:
I am writing to you in response to your advertisement for a
Legal Assistant specializing in Port Regulatory Law, which
appeared in the Seattle Times on Sunday, June 15. As you
can see from my enclosed resume, my experience and
qualifications match this position's requirements.
I especially would like to point out that I graduated Cum
Laude from The University of Tacoma and was hired
directly upon graduation due to my expertise in port
authority regulations.
During the four years that I worked for Shoreman and Co.,
I furthered deepened my knowledge of the fast changing
regulatory laws in our state. My employer also thought
highly enough of my abilities to promote me to head legal
researcher after my first year of employment.
I look forward to an opportunity to personally discuss the
position with you. I will call you within the next five days to
arrange an interview.

Sincerely,
Mark Spencer
*Sample 3

2520 Vista Avenue

Olympia, Washington 98501
April 19, 2001
Mr. John Smith, Personnel Manager
Importers Inc.
587 Lilly Road
Dear Mr. Smith:
Please accept this letter as an expression of interest in the
position of Areas Sales Manager
I have enclosed a copy of my resume for your review. I am
familiar with the requirements for success in the Sales
profession and believe I possess the right combination of
marketing and management skills.
My current position coordinating two local area sales
teams has provided the opportunity to work in a highpressure, team environment, where it is essential to be able
to work closely with my colleagues in order to meet sales
deadlines.

10

Thank you for your time and consideration. I would

welcome the opportunity to personally discuss my potential
contributions to your company with you. Please telephone
me at (360) 352-0259 after 4.00 p.m. to suggest a time that
we may meet. I look forward to your reply.
Sincerely,
Mark Spencer
The follow up letter
A follow up letter is often synonymous with a thank you
letter, but it is actually a little different. In the job search
process, a follow up letter is sent to a potential employer
after you initially send your resume for review or after you
have initially made contact with a company. Thank you
letters are sent after the interview. By today's standards the
follow up letter can either be in printed form or simple text
in the body of an email message.
The purpose of the follow up letter is to reiterate your
interest in the job. This is also helpful to encourage
employer response. Although this letter is not as critical as a
cover letter, it can be a helpful tool in a job search
campaign. Its a good idea to send a follow up letter if you
have not heard from the company within 1-2 weeks after
resume submission or contact. If the company states a
deadline for resume submissions in the job description, wait
a few days after the closing dates before you send the
follow up letter.
The follow up letter should follow the same format and
consistency of the cover letter. Your introduction will
mention either your initial resume submission or a previous
conversation regarding the position. It should include a few

11

key points that make you qualified for the position. Close
the letter with an invitation to contact along with contact
information. The ideal follow up letter will be short,
concise and to the point, generally with less content than a
cover letter.
Samples of follow up letters
*Sample 1: Follow-up letter to telephone conversation
30 Academy Road
Blacksburg, VA 24060
(540) 555-3333
mnop@vt.edu
February 1, 2005
Ms. Jane Roberts
United Way
2300 E. Broad Street
Richmond, VA 23219

Dear Ms. Roberts:

Thank you for talking with me on Wednesday in response to
my inquiry about summer internship possibilities in social
services in the Richmond area. After speaking with you and
another Virginia Tech alumnus whose name I obtained
through VT CareerLink at Career Services, I think I am
much better prepared to pursue internship opportunities.

12

On your advice, I have updated my resume, emphasizing my

recent hotline volunteer activities. A copy is enclosed for
you. I also plan to contact Deborah Warren as you
suggested, and appreciate your giving me her name.
Thank you for inviting me to visit your office. I will be in
Richmond during spring break, so I will call your office two
weeks prior to see if it would be convenient to schedule a
visit.
Again, thank you so much for your help and advice. I look
forward to meeting with you in March.
Sincerely,
(handwritten signature)
Miriam Jones
*Sample 2: Follow-up to personal contact
909 Prices Fork Road
Blacksburg, VA 24060
(540) 555-1111
abcde@vt.edu
December 1, 2004
Ms. Mary Jones
30 Locke Lane
Richmond, VA 23219
Dear Ms. Joness:

13

Thank you so much for your time and advice during my

visit to your office last week. I very much appreciate your
inviting me to visit since this was my first experience seeing
the hands-on work which takes place in a design
department. I learned a great deal, and hope to share what
I learned with members of our student chapter of the
American Society of Interior Designers.
After January, I will be in contact with you again to explore
the possibility of arranging a summer internship with your
firm. As I mentioned to you when we met, I had an
opportunity to work on an intense, four-day
interdisciplinary project judged by faculty in which my
team received top honors. I gained valuable teamwork,
problem-solving and presentation skills and learned to
work effectively with students studying to enter different
professions. I believe my skills would make me an asset to
an organization like yours which often must produce
excellent work under tight time constraints.
Thank you again for all your help, and I look forward to
talking with you in the coming months.
Sincerely,
(handwritten signature)
Charlotte Barnes
*Sample 3: Follow up to initial interview
400C Hunter Ridge
Blacksburg, VA 24060
(540) 555-1111

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boles@vt.edu
October 26, 2006
Ms. Helen Martin
Human Resources Manager
Fashion Department Store
2000 Line Drive
Fairfax, VA 22030
Dear Ms. Martin:
I enjoyed interviewing with you during your recruiting visit
to Virginia Tech on October 25. The management trainee
program you outlined sounds both challenging and
rewarding and I look forward to your decision concerning
an on-site visit.
As mentioned during the interview, I will be graduating in
December with a Bachelors degree in Fashion
Merchandising. Through my education and experience Ive
gained many skills, as well as an understanding of retailing
concepts and dealing with the general public. I have
worked seven years in the retail industry in various
positions from Salesclerk to Assistant Department Manager.
I think my education and work experience would
complement Fashions management trainee program.
I have enclosed a copy of my college transcript and a list of
references that you requested.

15

Thank you again for the opportunity to interview with

Fashion Department Store. The interview served to
reinforce my strong interest in becoming a part of your
management team. I can be reached at (540) 555-1111 or
by email at boles@vt.edu should you need additional
information.
Sincerely,
(handwritten signature)
Mary Jones
The Resume (The CV)
1.Definition and Design
A resume/ curriculum vitae is a selective record of a
persons background, basically containing such details as
educational history, work experience, certifications and
abilities, which is sent, sometimes accompanied by an
application letter, to potential employers when seeking job
interviews.
The essential characteristics of a competitive resume are
readability, effective design, and adaptation to audience
expectations.
A well designed resume contains three sections: the
heading, the body, and the conclusion. Each of these
sections has fairly common contents.
The heading is the top third of the resume that contains
your name, phone numbers, address, and other details such
as your occupation, titles, and so on. Headings can also
contain a goals and objectives subsection and a highlights
subsection.

16

The body is the middle section, taking up a half or more

of the total space of the resume. In this section, you present
the details of your work, education, and military experience.
This information is arranged in reverse chronological order.
In the body section, you also include your
accomplishments:
publications,
certifications,
and
equipment you are familiar with. As we are going to see in
the following subsection, this information can be divided
either chronologically (into separate sections for work
experience and education), or functionally/thematically
(into separate sections for the different areas of your
experience and education).
The conclusion is the final third or quarter of the
resume, presenting other related information on your
background, such as activities, professional associations,
memberships, hobbies, and interests. At the bottom of the
resume, you should write "REFERENCES AVAILABLE
ON REQUEST" and the date of preparation of the resume.
There are two main criteria according to which resume
designs are classified.
1. According to how information on work and
educational experience is organized, there is the functional
design, and the thematic design.
* The functional design starts with a heading; then
presents either education or work experience, whichever is
stronger or more relevant; then presents the other of these
two sections; and ends with a section on skills and
certifications and one on personal information. Students
who have not yet begun their careers often find this design
the best for their purposes.
* The thematic design divides your experience and
education into categories such as project management,

17

budgetary planning, financial tracking, personnel

management,
customer
sales,
technical
support,
publications whichever areas describe your experience.
Often, these categories are based directly on typical or
specific employment advertisements. and bookkeeping
courses you took in college, the seminars on Lotus 123 or
EXCEL you took, and the jobs where you actually used
these skills.
2. According to the amount and kind of information
they present, resumes can be:
* Objective resumes that just provide dates, names,
titles, and no qualitative information. These are very brief
and terse resumes, and they are generally avoided. This
style is useful only in resumes that use the thematic
approach, which is ambiguous about the history of
employment, or that emphasize the highlights section.
* Detailed resumes provide not only dates, titles, and
names, but also details about your responsibilities and
statements about the quality and effectiveness of your work.
This is the type most widely used by applicants.
General Layout and Detail Formats in Resumes
No matter what writing techniques or design you choose,
the compulsory elements to be included in your resume
are:
* Occupation, position, job title;
* Company or organization name;
* Time period you worked there;
* Key details about your accomplishments and
responsibilities while working there.
The planning, writing, and reviewing your resume,
should take into account the following points:
* Readability. Avoid dense paragraphs over 6 lines.

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* White space. Find ways to incorporate more white

space in the margins and between sections of the resume
and avoid cramming the text on the page in order to
facilitate reading.
* Special format. Make sure that you use special format
consistently throughout the resume.
* Terse writing style. This writing style is advisable up to
a point, as length is generally an issue in resume writing,
where there is the challenge to get the content on one page,
or maximum two if there is a lot of information to present.
Instead of writing: I supervised a team of five technicians,
write: Supervised a team of five technicians. However, don't
leave out normal words such as articles.
* Special typography. Use special typography, but
without exaggerations. Resumes are documents in which
you can use such word-processing features as bold, italics,
different fonts, and different type sizes. However, remember
that too much fancy typography can be distracting and
make people think you are hyperactive.
* Page fill. Do everything you can to make your resume
fill out one full page and to keep it from spilling over by 4
or 5 lines to a second page. If you need a two-page resume,
see that the second page is full or nearly full.
* Clarity of boundary lines between major sections.
Design and format your resume so that the main sections
are noticeable, whereas the individual segments of work
experience or education are distinct and separate from each
other. To this purpose, resort to well-defined headings and
white space.
* Reverse chronological order. Remember to list your
education and work-experience items starting with the
current or most recent and working backwards in time.

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* Consistency of bold, italics, different type size, caps,

other typographical special effects. Also, avoid all-caps text
because it's less readable.
* Consistency of phrasing. Use the same style of phrasing
for similar information in a resume. For example, keep past
tense verbs for all work descriptions.
* Consistency of punctuation style. For similar sections
of information use the same kind of punctuation for
example, periods, commas, colons, or nothing.
* Translations for "inside" information. Don't assume
readers will know what certain abbreviations, acronyms, or
symbols mean, and take time to describe the organizations
you are a member of.
* Grammar, spelling, usage. These should be carefully
checked, as errors of this kind make the worst impression
possible, and can seriously affect the competitiveness of
your resume.
Once all these problems are solved, it's time to produce
the final copy the one that goes to the prospective
employer. This is the time to take every step of to produce a
professional-looking resume. The first two steps are to
choose paper of good quality and use a good printer.
Although some people feel tempted to use colored paper to
catch the readers attention, remember that white paper is
the safest, and the most professional.
2. Basic Resume Formats
The resume is a primary tool in finding a good job. The
first and the most important step in writing a competitive
resume is selecting its format. Choosing the right resume
format is a major strategic decision, as it has a decisive
impact on the receptivity of your potential employers.

20

According to its overall structure, the resume can appear

under three basic formats:
The Chronological Format.
The primary organizing principle for this format is your
employment record.
The merits of this format is that it accentuates your
formal qualifications for the work you are seeking.
Therefore, it is appropriate for directly qualified candidates,
who can offer a record of clearly pertinent, often
increasingly responsible experiences, by emphasizing a
variety of job challenges is. Recruiters are accustomed to,
and often prefer, such a traditional format, finding it
familiar, straightforward and easy to use when making
preliminary decisions of inclusion and exclusion.
There are also several drawbacks of this format. For
instance, in the case of candidates who are starting or
changing a career, this format emphasizes the lack of direct
in the targeted career area. It spotlights gaps in employment
and time periods elapsed since certain qualifying
experiences, being a somewhat dry enumeration of job
responsibilities, rather than accenting accomplishments on
the job.
Consequently, the chronological format is particularly
effective for people with clear-cut qualifications, who are
continuing or advancing in a particular career direction.
This format can be productive if you cite relevant skills and
tasks that support your objective .
In a chronological resume you have to list your job
experience in date order, starting with the most recent first.
The sections of a chronological resume are:

21

* Personal Details: name, phone, email address, postal

address.
* Personal Profile or Job Objective: This section defines
your career objectives in about three lines.
* Career & Related Accomplishments: This section
contains a summary of your resume, stressing your
achievements and value to the company. Keywords and
action verbs should be used here to create a dynamic and
impressive message.
* Work Experience: This is the section that includes all
your work related experience, even if wasn't directly
employment based. Here, you should focus on the benefits
the organization had when you were employed there,
avoiding the use of padding. The kind of details your work
experience should include: the position held, the date the
employment started/ finished and any achievements gained.
Use action verbs and keywords when describing your
experience. When using this format you'll need to highlight
job experience, especially when applying for work with
traditional companies or when you held an impressive
position.
* Education: If you have work experience, place this
section just below it. If you have just graduated and have no
work experience, place this section first in your
chronological resume. Include the schools you have
attended and list any degrees, diplomas, majors, minors,
honors and awards you achieved.
* Professional Affiliations & Interest: Only include this
section if there is enough space on your resume. If you are a
member of any professional organizations, list them here.

22

* References: This is where you write: References (are)

available on request, without including the reference
contact details.

* Sample of chronological resume

JANICE BROWN
678 Rapid Falls Drive
River City, CA 91000
(312) 555-6210
e-mail: jbrown@xxxxxxxx.net
OBJECTIVE: Position as a receptionist for a company in
need of my two years experience as a reliable, personable
receptionist.
WORK EXPERIENCE:
1999 Present: Receptionist ABC Company, River City,
California
Employed as the lead receptionist for an
advertising firm.
* Greeted visitors
* Answered telephones
* Delivered messages
*Scheduledappointments
* Provided information about company
services

23

* Prepared letters and forms using Word

Perfect and Excel 97 software packages
1997 1999: Clerk Typist Ace Automotive, River City,
California
Employed in the billing office of an
automotive repair shop.
* Answered telephones
* Typed forms
* Processed mail
* Maintained filing system
1994 1997: General Office Clerk Lincoln School, River
City, California
Worked as a volunteer school office
assistant.
* Greeted students and parents
* Answered telephones
* Filed documents
EDUCATION: Washington Heights High School, River
City, California. High School diploma with emphasis in
business education.
MEMBER: National Honor Society
References available on request

24

 The Functional Format.

The primary organizing principles of this format are your
key skills, knowledge and related accomplishments,
supported by relevant examples. Functional resumes are
best used in situations where specific skills and
accomplishments gained through experience or academic
qualifications will demonstrate the candidate's competency.
Your skills should be listed in order of their importance.
The merits of this format are that it provides an
opportunity to establish the transferability of skills and
accomplishments for candidates who are starting or
changing a career, pointing out their ability to function in a
new situation, which the conventional resume format dilutes
or contradicts. This format widens the scope of informal
experiences supportive of your career objective, including
special projects, internships, community service and
relevant hobbies.
Its drawbacks primarily concern directly qualified
candidates with a linear progression path, this format
challenges the standard presentation of personal strengths.
Executive recruiters and other employment professionals
prefer a job-by-job description to trace with clarity exactly
what has been done, where and when. Some employers
assume that this format hides background information of
importance. In a purely functional resume, key time/space
anchors that employers expect are not given. This
information can be essential to credibility.
Therefore the functional format is particularly
effective and highly recommended for people without direct
experience in the area of their career objective. The
functional resume is ideal when you're looking for a
complete career change, or for students who have no

25

previous work experience and are applying for their first

job. Avoid the functional resume when you are applying for
traditional jobs, especially positions within government or
institutions.
A functional resume contains:
* Personal Details: your name, surname, postal address,
email address, contact phone numbers.
* Career Objective: A definition of your career objective
in no more than three lines.
* Professional Experience: This is the most important
section of a professional resume. This section should list
your key skills along with proof of how you gained these
skills. For example, if one of your skills is event
organization, list the events and conventions you have
organized.
* Work Experience (optional): This section contains a list
of previous jobs, also including unpaid or voluntary work. It
is optional, as your work history isn't strictly required in a
functional resume If you work history is irregular, there
may well be more disadvantages than
benefits by listing it, in which case, it is advisable to skip
this part. If you decide to provide this information as well,
include: year start - year finish, job title, name of
organization, job description in each of your work history
items.
* Professional Affiliations: This section lists any relevant,
active professional affiliations
* Education: Here you should include the highest
qualification you gained and any special courses that you
think will help you secure the position.
* Awards: Any awards relevant for the pursued position.
* Sample of functional resume

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William E. Dacotua
2222 SW 22nd Street
Portland, OR 97204
(503) 555-2222
Objective: Entry Level Architectural Drafting/Design
Highlights of Qualifications
*
Strong CAD skills
*
Experience in many areas of light construction
*
Ability to turn general ideas into drawings
*
Enjoy working with clients to develop suitable
designs
Skills & Accomplishments
Drafting
*
Create full sets of working drawings using
AutoCAD (13, 14) and board tools
*
Layout of electrical and plumbing systems
*
Calculate and dimension structural members
*
Interpret blueprints
Design
*
Create and redesign residential and light commercial
plans using client profiles and flow diagrams
*
Draw perspectives, isometric and freehand sketches
*
Build models
Technical
*
Develop specifications and cost estimates
*
Sight survey for elevations and contours

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Work Experience
- Architectural Drafting Intern, Designatech Plan Service,
Portland, OR, 1998
- General Construction, Various Construction Companies,
Summers 1994 - 1997
Education
A.A.S. in Architectural Drafting, Portland Community
College, June, 1998
Graduate, Benson High School, Drafting Studies, June 1995
References and Portfolio Available on Request

The Combination Format

This format is the most widely used, since it eliminates
the inherent drawbacks of both the chronological and
functional formats used in their pure forms and blends the
best elements of each. The pure chronological resume is too
mundane, being actually a bland work autobiography, and
tends not to be persuasive about personal qualifications. On
the other hand, the pure functional resume is too freefloating and provides a unverifiable information about the
applicants abilities.
This type of format is a good tool to use when you need
to focus on your accomplishments as well as listing your
work history in chronological order.
The major sections of the combination resume are:
* Professional Objectives

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* Education
* Work Experience
This format is generally used in targeted resumes, when
you have a clear idea of the job you are applying for, as
well as of its requirements. This kind of resume is to be
used once only and for a particular job vacancy.
*Sample 1 (targeted)
JOSEPH TYLER
2015 North Fillmore
Nixa, Missouri 65714
Home: (417) 123-4567 Work: (417) 765-4321
OBJECTIVE: Seeking a sales position representing Bass
Pro Shops at regional conferences.
PROFESSIONAL SKILLS AND EXPERIENCE
Merchandising, Sales, and Promotional:
* Demonstrate/sell products to hotels, motels, restaurants,
and residential care homes.
* Conceptualized, organized, and conducted Missouris
First Annual Motel/Hotel Trade Show for buds Clubs,
March 1994 at Table Rock Lake.
* Promote product lines and achieve marketing goals by
effective time management.
* Consistently recognized as leading salesperson for
membership/merchandising sales.
* Proven planner, organizer, and conductor of state and
regional trade shows.

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Management and Administrative:

* Owned and operated restaurant and lounge; responsible
for ordering, inventory, sales, cash management,
advertising, promotions, and personnel management.
* Responsible for all aspects of store management
including advertising, pricing, inventory control, ordering,
purchasing, promotion, and personnel management.
* Taught junior and senior high school courses in Life
Sciences, Physical Science, General Science, Biology,
Physics, and Chemistry.
Personal/Self Management:
* Strong personal initiative; quick learner in mastering
job requirements.
* Energetic, dedicated professional with record of
building strong working relationships achieving exceptional
results.
* Hard worker; committed to efficient and productive
operations.
* Flexible; work well as a team member of alone.
EDUCATION AND ASSOCIATIONS
* Bachelor of Science in Education, Southwest Missouri
State University, Springfield, Missouri

30

* Missouri Residential Care Association Missouri

Restaurant Association
* Springfield Chamber of Commerce Table Rock Area
Chamber of Commerce
WORK EXPERIENCE
* Merchandise Representative, Buds Wholesale Club,
Springfield, Missouri, 1990 to pesent
* Assistant Wal-Mart Stores, Inc., Springfield, Missouri,
1988 to 1990
* Owner/Manager, Battlefield Restaurant Clever,
Missouri, 1982 to 1988
* Teacher, Rogersville R-IV, Rogersville, Missouri, 1981
to 1983

REFERENCES AVAILABLE UPON REQUEST

* Sample 2 (no previous work history)
Althea Adams
12 Countryside Drive
Summerstown, NH 01234
(432)666-2222
ada1234@aol.com
OBJECTIVE: A full- time or internship position in public
relations

31

EDUCATION
- Bachelor Of Interdisciplinary Studies. Emphasis areas:
Business and Communication, December, 2001, Arizona
State University, Tempe AZ; overall GPA: 3.6
EXPERIENCE
- Social Chairperson, Communication Student AssociationArizona State University
Tempe, AZ Spring 2000
- Planned events designed to promote community and
relationship building
- Determined venues for major social events, negotiated
pricing, and coordinated event logistics with facility
management
- New Membership Chairperson, Kappa Kappa Gamma
Sorority, Mississippi State College
- Oxford, MS Spring 1998-1999
- Planned new membership activities and theme night
parties designed to encourage affiliation with the
organization. Increased membership by 33%
- Taught new and existing members specialized
conversation tools including persuasion techniques and nonverbal cues determination to improve interpersonal
communication effectiveness
- Controlled budget spending and reduced costs by
accurately projecting and ordering refreshment needs for
new member events
- Volunteer/ Co-Chairperson-Donations, Safe Haven
Womens Shelter Oxford, MS Spring 1999

32

- Exceeded fundraising goals by successfully securing

donations from local businesses for prize giveaways at
fundraising events
- Organized fundraisers, assisted with setup and registered
guests
COMPUTER SKILLS
- Filemaker Pro, Microsoft Word, Excel, PowerPoint and
Access
- Internet and World Wide Web Applications
TEAM PROJECTS
- Advertising campaign for Rhino Internet Solutions
- Determined customer base for local internet solutions
company and developed campaign devised to increase
awareness within this target group
- Developed methods to strengthen branding efforts through
company logo awareness
- Created publicity campaigns for various media including
radio, TV, print, and outdoor venues
- Provided suggestions to improve customer interaction
with publicity activities
- Created a survey and polled ASU business students to
determine reactions regarding the renaming
- Entered results into SPSS data analysis program to find
correlation between student reactions and company
awareness
- Evaluated results with national data and created report
detailing findings
RELEVANT COURSEWORK

33

- Public Speaking: Developed professional speaking skills

through delivering a diversity of both prepared and
impromptu speeches to a class of 35. Used Microsoft
PowerPoint and Vision graphics in presentations.
- Journalism News Writing: Researched articles using
personal interviews, Internet sources and other investigative
tools. Wrote articles for print media.
- Communication and Consumerism: Evaluated political,
social, and commercial communication mediums and
messages. Assessed more appropriate means for
communication given specific circumstances.
References available on request
* Sample 3 (graduate with related degree and nonrelated experience)
Althea Adams
12 Countryside Drive
Summerstown, NH 01234
(432)666-2222
ada1234@aol.com
PROFESSIONAL OBJECTIVE: A position in Human
Resources in which I will
contribute to corporate
profitability and employee growth.
EDUCATION
- Masters Degree in Human Resource Administration 1991,
G.P.A. 3.8
- Graduate School of Business, Rivier College, Nashua, NH
- Bachelors Degree in Psychology 1981, G.P.A. 3.8, State
University of New York

34

RELATED ACCOMPLISHMENTS
- Human Resource Training and Development
* Assisted in the design and implementation of three
adult technical training programs. * Recruited technical
faculty and support staff, facilitated curriculum design,
and planned learning objectives based on industry needs,
thus guaranteeing trainee job placement.
* Initiated task force which developed training programs
or counselors and staff of emotionally disturbed children.
Worked with management to introduce seminars in passive
self-defense, group dynamics and communication skills.
- Career Development and Career Planning
* Designed and executed model career development
program for chronically unemployed adults. Presented
biweekly classes on job search techniques and acculturation
exercises. Upon completion 100% of students obtained
employment at their skill level, 70% more than target
expectations.
* Instituted innovative career development program for
at risk youth. Conducted daily workshops on career
planning and work skills, stressing group dynamics, conflict
resolution and willingness to try new tasks. Eighteen month
follow-up revealed over half of participants no long
categorized as "at-risk" by school officials.
- Benefits and Compensation
* Developed formal compensation program for
growing firm. Wrote job descriptions and performance
appraisal program. Instituted salary surveys. Compensation
program helped to locate employment and training needs
and decrease turnover by 40%.

35

EMPLOYMENT SUMMARY
1988-1990: Career Development and Placement Specialist,
Assistant Project Manager, Northern Essex Community
College, Haverhill, MA 01830.
1987-1988: Account Executive, Jolicoeur Publishing Co.,
Manchester Journal, Salem, NH.
1986 1987: Alcohol and Drug Counselor Student Intern,
Mount Auburn Hospital Center for Alcohol and Drug
Abuse, Cambridge, MA.
1984-1986: Counselor, Memorial Hospital for Children,
Brighton, MA.
COMPUTER LITERACY
* Proficient on IBM and MacIntosh personal computers.
* Experience with LOTUS 123, WordPerfect, Aldus
PageMaker, MacWrite, MacDraw, and MacPaint.
REFERENCES AVAILABLE ON REQUEST
3. Basic Resume Writing Rules
1. Format and style rules.
Dos:
- print your resume on standard letter size, white or
ivory rag paper.
- have the resume professionally typed, with plenty of
space between paragraphs, and allow for adequate
margins.
- bold and enlarge your name at the top.
- keep the sections lined up and consistent

36

use an Arial or Times New Roman font (or similar).

If you have a two-page resume, make sure to fill at
least half of the second page.
use conventional English, but avoid multi-syllable
words.
use short paragraphs - preferably no longer than five
lines.
make sure the resume and the cover letter are errorfree.
include your significant contributions at each one of
your jobs.
allow the most space to the jobs that are most
relevant to the job you are applying for.
list your activity with professional, trade and civic
associations only if they are appropriate.
re-read your resume before interview.

Donts:
- give reasons for termination or leaving a job on the
resume. In almost all cases, the reader can find
negative connotations to even the best reason. It is
much better to explaining it in person.
- take more than two lines to list hobbies, sports and
social activities.
- use exact dates. Months and years are sufficient.
- use the pronoun I.
- include your company phone number unless your
immediate boss is aware of your departure.
- include details about your physical appearance or
health, photos, and unrelated hobbies, unless you are
an actor/actress or model..

37

list your high school or grammar school if you are a

college graduate.
- state your objectives on your resume unless the
resume is targeted to that job or occupation.
- use professional jargon unless you are sure the
resume will be read by someone who understands it.
- provide salary information on the resume. Save it for
the interview. If you are required to give that
information, reveal it in the cover letter.
provide inaccurate information .
- use font size smaller than 11pt or larger than 12pt,
except for your name and headings.
2. References in your Resume
A resume reference is a person who can verify your
credentials and all or part of the information you have
written in your resume. References are usually contacted in
the last stages of the job selection procedure, probably after
the candidate has attended the first interview.
You have to know your references well and be sure that
they can give good feedback, to anybody asking questions
about your past.
Resume references can be
* Former teachers or professors
* Clients
* Former project managers or supervisors
* Other contacts from industry associations
It is best to check your references before you give them
to a potential employer.
Resume references have to be able to answer questions
on the following subjects :
* Professional Conduct / Personal Character
* Academic Qualifications

38

* Work Experience
o Job titles
o Responsibilities
o Employment Dates
* Communication Skills
o Oral
o Written
* Strengths & Weaknesses
* Management / Leadership Skills
* Attitude
o Attendance
o Punctuality
o Dependability
In a resume you generally do not list your references
unless it is specified in the job advert. The phrase
'References available upon request' is one of the most
common phrases in resumes. Make sure you have reliable
references, as a good reference can substantiate the contents
of your resume and can be the decisive factor in your job
search.
1.3.2. Company related Correspondence
The Inquiry Letter
The inquiry letter is useful when you need information,
advice, names, or directions. Be careful, however, not to ask
for too much information or for information that you could
easily obtain in some other way, for example, by accessing
a site or by a quick trip to the library.
There are two types of inquiry letters: solicited and
unsolicited.
You write a solicited letter of inquiry when a business or
agency advertises its products or services. For example, if a

39

software manufacturer advertises some new package it has

developed and you can't inspect it locally, write a solicited
letter to that manufacturer asking specific questions.
Your letter of inquiry is unsolicited if the recipient has
done nothing to prompt your inquiry. For example, if you
read an article by an expert, you may have further questions
or want more information.
The contents and organization of an inquiry letter
should observe the following rules:
- first identify the purpose of the letter in order to
obtain help or information (if it's a solicited letter,
you ask for information about an advertised product,
service, or program);
- in an unsolicited letter, identify who you are, what
you are working on, and why you need the requested
information. Also identify the source that prompted
your inquiry, for example, a magazine advertisement;
- list questions or information needed in a clear,
specific, and easy-to-read format. If you have quite a
number of questions, consider making a
questionnaire and including a stamped, selfaddressed envelope.
- in an unsolicited letter, try to find some way to
compensate the recipient for the trouble, for example,
by offering to pay copying and mailing costs, to
accept a collect call, to acknowledge the recipient in
your report, or to send him or her a copy of your
report. In a solicited letter, suggest that the recipient
send brochures or catalogs;
- in closing an unsolicited letter, express gratitude for
any help that the recipient can provide you,
acknowledge the inconvenience of your request, but

40

do not thank the recipient "in advance." In an

unsolicited letter, tactfully suggest to the recipient
will benefit by helping you (for example, through
future purchases from the recipient's company).
- useful phrases:
* The start: Dear Sir, Dear Madam, or To Whom It
May Concern (when you do not know the person to
whom you are writing);
* Giving reference: With reference to your
advertisement (ad) in.../Regarding your advertisement
(ad) in ...
* Requesting a catalogue or brochure: After the
reference, add a comma and continue: ... , would/could
you please send me ...
* Requesting further information: I would also like to
know .../Could you tell me whether ...
* Signature: Yours faithfully/sincerely
* Sample of inquiry letter
Martin Smith
2520 Visita Avenue
Olympia, WA 98501
Jackson Brothers
3487 23rd Street
New York, NY 12009
September 12, 2000
To Whom It May Concern:

41

With reference to your advertisement in yesterday's New

York Times, could you please send me a copy of your latest
catalogue. I would also like to know if it is possible to make
purchases online.
Yours faithfully,
(Signature)
Martin Smith
Administrative Director

Responding to Inquiries and Requests for

Information
It is very important to make a good impression when
responding to inquiries from potential customers. Of course,
you will make the best impression by providing the
materials or information that the perspective client has
asked for, under the form of a well written response.
Remember to place your or your company's address
at the top of the letter (or use your company's letterhead)
followed by the address of the company you are writing to.
The date can either be placed double spaced down or to
the right. You can also include a reference number for
correspondence.
Important Language to Remember
* The Start: Dear Mr, Ms, Mrs., Miss. It is advisable to
use Ms for women unless asked to use Mrs. or Miss.
* Thanking the potential customer for his/her interest:
Thank you for your letter of ... inquiring/ asking for

42

information about ... ; We would like to thank you for your

letter of ... inquiring/asking for information about ...
* Providing requested materials: We are pleased to
enclose ...; Enclosed you will find ...; We enclose ...
* Providing additional information: We would also like
to inform you ...; Regarding your question about ...; In
answer to your question inquiry about ...
* Closing a letter hoping for future business: We look
forward to hearing from you / receiving your order /
welcoming you as our client (customer).
* Signature: Yours faithfully when you don't know
the name of the person you are writing and Yours sincerely
when you do.

* Sample of responding to inquiry letter

Jackson Brothers
3487 23rd Street
New York, NY 12009
Kenneth Jones
Administrative Director
English Learners & Company
2520 Visita Avenue
Olympia, WA 98501
September 12, 2000
Dear Mr. Jones:

43

Thank you for your inquiry of 12 September asking for the

latest edition of our catalogue.
We are pleased to enclose our latest brochure. We would
also like to inform you that it is possible to make purchases
online at http:\\jacksonbros.com.
We look forward to welcoming you as our customer.
Yours sincerely
(Signature)
Dennis Jackson
Marketing Director
Jackson Brothe
The Complaint Letter
A complaint letter requests some sort of compensation
for defective or damaged merchandise or for inadequate or
delayed services. While many complaints can be made in
person, some circumstances require formal business letters.
The essential rule in writing a complaint letter is to maintain
your poise and diplomacy, no matter how justified your
indignation is. Keep in mind that it is best to avoid making
the recipient an adversary.
The basic rules in writing an effective complaint
letter are the following:
1. In the letter, identify early the reason you are writing:
to register a complaint and to ask for some kind of
compensation. Avoid leaping into the details of the problem
in the first sentence.

44

2. State exactly what compensation you desire, either

before or after the discussion of the problem or the reasons
for granting the compensation. However, it may be more
tactful and less antagonizing to delay this statement in some
cases.
3. Provide a fully detailed narrative or description of the
problem.
4. Explain why your request should be granted.
Presenting the evidence is not enough: state the reasons
why this evidence indicates your requested should be
granted.
5. Suggest why it is in the recipient's best interest to
grant your request: appeal to the recipient's sense of
fairness, desire for continued business, but don't threaten.
Find some way to view the problem as an honest mistake.
Don't imply that the recipient deliberately committed the
error or that the company has no concern for the customer.
Toward the end of the letter, express confidence that the
recipient will grant your request.
6. Try to make sure your letter is sent to the right person
or department.
7. Try and keep your letter short.
8. Be polite as sarcasm or rudeness will not help your
cause.
9. Give a reasonable timetable for action to be taken
before you will consider other options.
9. Keep a copy of letters you write.
Useful Key Phrases:
* As someone who has worked with ...
* we were very disappointed to find / see / have
discovered ...
* As our written agreement stipulated, we expected ...

45

* I think you will agree that a communication problem

exists.
* We would like you to ..., or provide us with a refund.
* Sample of complaint letter
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502
August 17, 2001
Richard Brown, President
Document Makers
Salem, MA 34588
Dear Mr. Brown:
As someone who has worked with your company for over 3
years, we were very disappointed to see the documents you
produced for our latest Drivers Co. publicity campaign.
As our written agreement stipulated, we expected full color
leaflets with fancy explanatory texts, but instead, we found
that black and white photos had been included in the
prepared leaflets. I think you will agree that a
communication problem exists.

46

We would like you to send out a photographer to provide us

with the promised color coverage, or provide us with a
refund.

Yours truly,
(signature)
Thomas R. Smith,
Director

The Adjustment Letter

Replies to complaint letters, often called letters of
adjustment, must be handled carefully when the requested
compensation cannot be granted. Refusal of compensation
tests your diplomacy and tact as a writer. Here are some
suggestions that may help you write either type of
adjustment letter:
1. Begin with a reference to the date of the original letter
of complaint and to the purpose of your letter. If you deny
the request, don't state the refusal right away unless you can
do so tactfully.
2. Express your concern over the writer's troubles and
your appreciation that he has written you.
3. If you deny the request, explain the reasons why the
request cannot be granted in as cordial and noncombative
manner as possible. If you grant the request, don't sound as
if you are doing so in a begrudging way.

47

4. If you deny the request, try to offer some partial or

substitute compensation or offer some friendly advice (to
take the sting out of the denial).
5. Conclude the letter cordially, perhaps expressing
confidence that you and the writer will continue doing
business.
Useful Key Phrases:
* I was very disappointed to read your letter of ...
dealing with ...
* As someone who values your business, I have
already ...
* Also, we will deduct another X percent of the bill for
the misunderstanding.
* Thank you for your patience.
* Sample of adjustment letter
Document Makers
2398 Red Street
Salem, MA 34588
March 10, 2001
Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502
Dear Mr. Smith:

48

I was very disappointed to read your letter of August 17

dealing with the issue of incorrectly produced publicity
leaflets. As someone who values your business, I have
already begun to find a solution to resolve this problem.
My top photographer will call you to arrange an
appointment at your earliest possible convenience to retake photos in full color. Also, we will deduct another 15
percent of the bill for the misunderstanding. Thank you for
your patience.
Sincerely,
(signature here)
Richard Brown
President

The Sales Letter

The sales letter introduces products for sales, being the
first step of the company customer relationship.
Useful Key Phrases:
* Are you having trouble ...
* This is why it is important to have ...
* At X, we have the skills and experience to ...
* May we offer you a FREE estimate of how much it
would cost to ...
If so, give us a call at X and set up and appointment
with one of your friendly operators.
* Sample of sales letter

49

Document Makers
2398 Red Street
Salem, MA 34588
March 10, 2001
Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502
Dear Mr. Smith:
Are you having trouble getting your important documents
formatted correctly? If you are like most business owners,
you have trouble finding the time to economically produce
good-looking documents. This is why it is important to have
a specialist take care of your most important documents
At Documents Makers, we have the skills and experience to
come in and help you make the best possible impression.
May we stop by and offer you a FREE estimate of how
much it would cost to get your documents looking great? If
so, give us a call at 789-8989 and set up and appointment
with one of your friendly operators.
Sincerely,
(signature)
Richard Brown
President

50

The Order
The order is the next logical step in the company
customer relationship, usually following a sales letter or
some other kind of advertisement initiated by the company.
Useful Key Phrases:
* Would you please send ...
* According to your website / magazine / leaflet, ...
* COD (cash on delivery)
* Sample of order
Fred Matthews
2398 Red Street
Chicago, IL 22893
May 23, 1999
Mr. Jack Brown,
Director
Used Books Online
Seattle, WA 98795
Dear Mr. Brown:
Would you please send me the following used books via
COD? According to your Web site, orders need to include
the title, author, and publisher.
Title
Author
Publisher.

51

Thank you very much,

(signature )
Fred Matthews,
Professor, OUS

Account Terms and Conditions

This type of letter pertains to the company bank
relationship and outlines the terms of a newly opened
business account.
Useful Key Phrases:
* Thank you for opening an account with...
* I would like to take this opportunity ...
* Invoices are payable within ...
* As..., I will be happy to answer any questions you may
have regarding...
* ...and therefore encourage the use of...
* We consider this incentive...
* Sample letter
Bank
2398 Red Street
Salem, MA 34588
March 10, 2001
Mr. Robert Smith
3489 Greene Ave.
Olympia, WA 98502

52

Dear Mr. Smith:

Thank you for opening an account with our company. As
one of the leaders in this industry, we can assure you that
our products and our services will not disappoint you.
I would like to take this opportunity to briefly set forth our
terms and conditions for maintaining an open account with
our firm. Invoices are payable within 30 days of receipt,
with a 2% discount available if your payment is remitted
within ten (10) days of receipt. We consider this incentive
an excellent opportunity for our customers to increase their
profit margin, and therefore encourage the use of this
discount privilege whenever possible. We do, however,
require that our invoices be paid within the specified time,
for our customers to take advantage of this 2% discount.
At various times throughout the year we may offer our
customers additional discounts on our products. In
determining your cost in this case, you must apply your
special discount first, and then calculate your 2% discount
for early payment.
As the credit manager, I will be happy to answer any
questions you may have regarding your new account. I can
be reached at the above number. Welcome to our family of
customers.
Sincerely

53

(signature)
Ron Leavis
Credit manager

The Letter of Acknowledgment

This letter is used to acknowledge the receipt of various
items.
Useful Key Phrases:
* I hereby acknowledge the receipt of the following
documents...
* I am acknowledging receipt of...
* It will be brought to his attention immediately upon his
return.
* If I may be of any assistance..., please do not hesitate to
call.
* Samples of acknowledgement letters
1. Acknowledgment of receipt
Thomas R. Smith
Drivers Co.
3489 Greene Ave.
Olympia, WA 98502
March 10, 2001

54

Document Makers
2398 Red Street
Salem, MA 34588

I hereby acknowledge the receipt of the following

documents from your firm:
.

[Signature]
Thomas R. Smith
Manager
2. Acknowledgment of letter
Document Makers
2398 Red Street
Salem, MA 34588
May 25, 2006
Thomas R. Smith
Drivers Co.

55

3489 Greene Ave.

Olympia, WA 98502
Dear Mr. Smith:
Because Mr. Jones is out of the office for the next two weeks
I am acknowledging receipt of your letter dated May 20,
2006. It will be brought to his attention immediately upon
his return.
If I may be of any assistance during Mr. Jones' absence,
please do not hesitate to call.
Yours Sincerely,
(signature)
Mark Brown,
Assistant manager

56