GARRET DEARN ANTHONY E.

ANDUYAN
BSBA
ENGLISH 4: BUSINESS COMMUNICATION
MODULE
Compilation of answer of the activities from the book “A Guide to Good Business
Communication: 5th Edition” by Michael Bennie
PAGE NO./ ANSWER
EXERCISE
NO.
pp. 5; On a regular working day at a publicity office of a market town, I
Exercise 1 received a phone call from Mr. Lyndon Charles who’s interested in
visiting the town and its attractions. Here’s what we discussed over
the phone call:

Attractions for Adults. I offered him our very good theatre that plays
variety of shows in summer and winter. I also offered him our
museum and church which are famous for its carvings.
Attractions for Children. Since Mr. Lyndon has children, I offered him
the hunted medieval castle, the super water play park which is free,
but the theme parks aren’t. I also offered him the beautiful beaches
of the town which is a 10-minute drive only. I also offered him the
beautiful scenery of the countryside where you walk through lovely
woods.
pp 7; Last week I went to Berlin and discussed business with Horst Kuhn.
Exercise 2 He accommodated me very well and on top of that he is very
interested in a joint venture with our company supplying financial
software to banks and other financial institution across Europe. At
first, he was very persuasive of the 60-40 deal but I stuck with my
decision and pushed through with equal shares and with that I think
we will get the deal.
Pp 13; JAMES LONG & CO
Exercise 3 Furniture Manufacturers and Suppliers
125 Broadlands Road
Valley Industrial Estate
Storton
ST4 5UV
Tel. 01234567890

12 December 20XX

Mrs. J. Brown
Cliff Hotel
Marine Drive
Oldport

Dear Mrs. Brown,

Thank you for your time to communicate to us why our products

did not meet your expectation s. we have every desire to address
your needs and provide the best solution available to resolve your
 issue as soon as possible.

We will be in contact with you in the coming days to make our best
attempt in regaining your confidence in our company. In addition,
we will further evaluate how we can prevent this problem from
occurring again in the future.

Please accept our sincerest apology for any trouble or

inconvenience we have caused you. We will surely replace the
product you ordered with the best quality we have. Again, we highly
appreciate your feedback as it will assist us in becoming better at
what we do. As with any business like ours, the greatest advertising
we can have is word of mouths from a satisfied customer. It is our
goal to retain you as a satisfied customer and will hope to serve you
again in the future.

Thank you.

Yours sincerely,

Donald Benson
Production Manager
Pp 14; a. A member of the public- the best suitable way of reporting it
Exercise 4 is just like the 3rd way/ option.
b. A bookseller- the best suitable way of reporting it is just like
the 2nd way/ option.
c. One of your colleagues- the best suitable way of reporting it is
just like the 1st way/ option.
Pp 17; The sample has the MEMBERS OF THE PUBLIC as its audience.
Exercise 5 Sample with Colleague as an audience:
Fanfare Style is now introducing the latest collection that will be
emerging in their studios. These are original textiles of soft
furnishings give life to your home, they allow you to craft that wow
factor in your home while not burning a hole in your pocket.
Make soft furnishings an integral part of your home décor and it will
transform the look of your space and exude your personality and
style.
Pp 20; DATE: April 3, 20XX
Exercise 6 TO: All Department Managers
FROM: Satish Chaudri, Managing Director
SUBJECT: WORK BREAKS

This is to discuss the problem of the staff’s unacceptable habit of

taking frequent breaks during working hours. Please note that their
act influences other team members negatively and thus bringing
down the discipline level in our organization. All they need to do to
improve your habit you need to observe break during specified
break-timings and if possible ask permission from you if they
wanted to take a break. I will assist you in any way that I can to
remedy the problem, however, unless the matter can be corrected, I
shall have no other alternative but to further disciplinary or
 corrective actions. Please treat this warning seriously and improve
accordingly.

Pp 25; 1.
Through a sales letter.
Exercise 7 2.
Through a letter in response to a request for a quotation
3.
Through a presentation on the program for a conference
4.
Through a report on possible changes to your organization’s
internal systems
5. Through a telephone call replying to a letter complaint from a
client.
Pp 36; 6 April 20XX
Exercise 8
Mr. Ashok Kumar
Local Youth Club

Dear Mr. Kumar,

This letter is to inform you that we have received your request for a
donation towards your club’s activities. Our company is always
delighted to help local community projects, and the work of the
youth club seems to be very worthwhile and the nature of our
business is particularly interested in helping young people
appreciate the outdoors. However, we must gather some details first
before agreeing to it since your letter lacks some important
information which is very important to our company.

We would like you to write us a letter specifying the purpose of your

activity, since it is company policy to not give any assistance if the
purpose is not specific. The amount we are prepared to donate will
depend on what it is to be used for, so we require you to make a list
of the sorts of things the club would like to buy or pay for. Once you
have a breakdown of what you are wanting to buy, and
approximately how much you think it will cost, we will then decide
how much we are willing to donate.

We will wait for your letter for the mean time.

Sincerely yours,

Garret E. Anduyan
Marketing Manager
Pp 43; Garret Dearn Anthony E. Anduyan
Exercise 9 Marketing Manager
Delitaste Food Corp
Tel. 01234567899

June 24, 2020

Mr. Frank Austin

CEO
Delitaste Food Corp
 Dear Mr. Austin,

I wish to congratulate you on your new appointment as the new

CEO and I would like to take this opportunity to look forward in
working closely and strengthen the cooperation between our
company’s departments. With this I would like to give you a brief
report on what my department does and how it operates.

Our department is tasked to establish a marketing strategy, it’s

necessary to get closer to the clients and listen in order to find out
what their needs are. Similar to the previous point, it’s important to
know the position of the company regarding the market and the
competition. That's why from marketing, you must watch the
competition to learn what they do best or to identify their mistakes
in order to avoid falling into them. We are also tasked to do our
work and brand values. Aside from that we also search for new and
helpful marketing tools that arise by the time. We also coordinate
efforts with those of the marketing partners of the company.
Customers need to be surprised, and every day, given the higher
offer, they are more demanding with this. The marketing
department should work on new promotions, affiliate programs,
customer retention techniques, improvements in the conversion of
their messages and actions. We also ensure that our department
communicates with the rest of the company. We also manage
marketing budgets & calculate the ROI (Return Of Investment)
of the company’s actions and define strategic marketing plan.

Mr. Austin, I hope this letter is a helpful guide for you on how our
department works. Best of luck in what I am sure will be a great
experience. I look forward to catching up with you.

Sincerely yours,
Garret Dearn Anthony E. Anduyan
Marketing Manager
Pp51; 1. Table
Exercise 10 2. Pie chart
3. Bar graph
4. Line graph
Pp 60; 1. Thank you for your help in this matter.
Exercise 11 2. Please call us for a quote. We also offer a wide range of other
services as well.
3. Our latest catalogue is being printed and it will be sent to you
shortly with a range of special offers.
4. I have received Mrs. Brown’s complaint letter about the delay
in dispatching her order. I have conducted a thorough
investigation about and I can now report what went wrong.
5. Enclosed in this letter is our quote for the work on your
house which includes replacing the wooden fascia boards
with uPVC.
6. In order to survive we need to raise our profile in the market,
 increase our productivity, and improve our customer service.
7. I am aware of all the hard work you have put in on behalf of
the company, with this I will consider your request carefully.
8. There appears to have been some misunderstanding
regarding my reservation. I only requested for a room, for
one night only. Whereas, your confirmation is for two nights’
bed and breakfast, so I would be grateful if you could amend
your records.
Pp 62; Dear Mr. Iqbal,
exercise 12
Following our conversation last week, I would like to confirm the
arrangements for your sales conference on 15 and 16 May. We
have reserved the small conference room for you. This seats 40
people, and since there will only be 30 attending there will be
plenty of room for everyone. We will provide seating and tables
in a horseshoe layouts, as your requested. We will also provide a
flip chart and easel and an overhead projector. If you also need a
digital projector, one can be made available; you need only ask
me on the day.

We will serve coffee and tea at 11 a.m. and 3:30 p.m. on both
days, in a separate room. Lunch menus are attached. I
understand that only the wine with the meal is to be charged to
your company, and that any other drinks should be paid for. A
private bar will be set aside for your use. I have also reserved 15
rooms with private baths for those who are staying overnight.

I look forward to seeing you on the 15 th , and thank you for

choosing our hotel for your venue.

Yours sincerely,

Keith Blackstone
Conference Manager
Pp 69; Green Clean
Exercise 13 Cristorey Village, Magugpo West, Tagum City
Tel. 01234567890

June 26, 2020

Dear Customers,

For as little as P500 you can have your entire house clean and
sparkling, without enduring the nasty odor of chemical cleaners.
We care about the environment and use only state-of-the-art
green cleaning methods to ensure that you and your family are
not exposed to any harmful or allergy- causing cleaning
products. You’ll love what we do because:

 All our cleaning products are completely non-toxic – safe

for children and pets!
  We leave surfaces clean, sparkling and hygienic.
 Our staff are bonded and fully insured.
 We offer senior discounts to those aged 65 and over.
Satisfaction is guaranteed – if you are not happy with the
service, we promise to make it right. As one of our customers
says; “Green Clean does a top-notch cleaning job for a
reasonable price.”

Call us at 250-342-8923 or email us at [email protected]

for a free estimate. Get your house cleaned and for your part
to help the environment.

Sincerely,

Garret Dearn Anthony E. Anduyan

Green Clean Inc.
Pp 75; The tone of the letter was not apologetic or it doesn’t even please
Exercise 14 the customer. It wasn’t friendly at all and it kind of blame the
customer for the matter.

CARSTAIRS CLOTHING COMPANY

43 Gorton Road, Marsby, MB2 4HY
Tel. 01921 143267

26 August 20XX

Mrs. A. Maxwell
13 Thrixton Crescent
Charterborough
LT14 6TU

Dear Maam,

We received your letter of 15 August regarding the return of a dress,

item 456732. Upon investigation, it appears that the dress was
indeed received and your account has therefore been credited with
the appropriate amount.

The company’s policy is to entertain claims for compensation if

actual financial loss has been incurred. And in your case, I apologize
to say that this is not the case in this instance.

Hoping for your understanding about the matter.

Yours faithfully,

Catherine Porter
Customer Relations Manager
Pp 81; These are the main problems with the letter.
Exercise 15
1. ‘Taken on board’ is jargon, designed to sound impressive.
 ‘Considered’ would be simpler.

2. ‘Conducted a thorough investigation ... leaving no stone

unturned and looking at all
the policies on offer’ is tautology. Conducting a thorough
investigation involves looking at all the policies.

3. Leaving no stone unturned’ is a cliché.

4. Downside’ is jargon. ‘Disadvantage’ is more direct.

5. In the event that’ is ‘commercialese’. It means simply ‘if’.
6. Utilise’ is another example of jargon used to make the letter
sound impressive.
7. At your earliest convenience’ is another example of old-fashioned
‘commercialese’. It
means simply ‘as soon as possible’.
8. Provision can be made’ means ‘can be provided’ – it is an example
of an unnecessary abstract noun and sounds convoluted.

Pp 86; To: Thea Larena

Exercise 16 From: Garret Dearn Anthony E. Anduyan
Date: June 25, 2020

Subject: Leave Application due to Attending Residential Course

Respected Ma’am,

Hope you are sailing in cherished boat of good health and age by all
means. Plenty of prayers for you. Ma’am, I’d like to ask a week-long
leave by June 27 until July 3, 2020. The reason of leave is my thirst
for knowledge and getting myself equipped with modern and
thriving techniques and methodologies. My knowledge- oriented
thirst will be quenched by the residential course. The said course
also requires £1,500 as a course fee, I am also asking your kind
office to shoulder or finance me on paying my residential course.
This pursuit for knowledge and improvement will not only benefit
me, but the entire company.

I hope you will give me the chance to my dedication and love for
knowledge and will grant my leave and pay for my course as I
suggested above. Kindly consider my words and I will be brimmed
with gratification. Thank you.

Yours sincerely,

Garret Dearn Anthony E. Anduyan

Pp 89; GDA LTD

Exercise 17 Cristorey Village, Tagum City
Tel. 01234567890
June 26, 2020
 Mr. Garret Dearn Anthony E. Anduyan

Dear Mr. Anduyan,

It is to inform you that you have applied for leave of one week for
your residential course. We regret to inform you that management
has rejected your leave application for the given period. Although
there might be some benefit to the organization, it is likely to be
minimal and would not justify the cost.

Kindly, make sure your presence and your leave for knowledge-
oriented thirst would be accommodated afterwards. We hope that
you will follow the instructions and be prepared for the busy work
week

With Regards,

Thea Larena
Departmental Director
Pp 92; Green Clean
Exercise 18 Cristorey Village, Magugpo West, Tagum City
Tel. 01234567890

June 26, 2020

Dear Customers,

For as little as P500 you can have your entire house clean and
sparkling, without enduring the nasty odor of chemical cleaners.
We care about the environment and use only state-of-the-art
green cleaning methods to ensure that you and your family are
not exposed to any harmful or allergy- causing cleaning
products. You’ll love what we do because:

 All our cleaning products are completely non-toxic – safe

for children and pets!
 We leave surfaces clean, sparkling and hygienic.
 Our staff are bonded and fully insured.
 We offer senior discounts to those aged 65 and over.
Satisfaction is guaranteed – if you are not happy with the
service, we promise to make it right. As one of our customers
says; “Green Clean does a top-notch cleaning job for a
reasonable price.”

Call us at 250-342-8923 or email us at [email protected]

for a free estimate. Get your house cleaned and for your part
to help the environment.

Sincerely,
 Garret Dearn Anthony E. Anduyan
Green Clean Inc.
Pp 95; To: All employees
exercise 19 From: HR Manager
Date: December 1, 2020

Subject: Christmas Party Meeting

I have been asked to arrange a meeting to discuss arrangements for

this year’s party. The meeting will be held in Room 2 at 1 p.m. on
Thursday, 5 December. The agenda is set out below. Please let me
know if you cannot attend. Thank you.

AGENDA

1. To receive apologies for absence

2. To agree the date of the staff Christmas party
3. To decide the format for the evening
(a) Should dinner be provided?
(b) Should there be a theme?
(c) Should there be dancing
4. To consider possible venues
5. To allocate responsibilities for follow-up action
(a) Contacting potential venues and obtaining prices, including
dinner if it is to be
included
(b) Arranging for a band or disco if there is to be dancing
(c) Approaching Management to establish whether the
organization will subsidize
the event
6. To agree the date of the next meeting

Pp 98; Corporate Board of Directors Meeting Minutes

Exercise 20 Date: Saturday, June 27, 2020
Time: 2:30 PM
Location: Room 1, M-Tech Facility, Cristorey Village Community
College

Present: Michael Bala, President

Jordan Canones, VP
Jessel Olea, Secretary
Elvic Narbay, Treasurer
Absent: Cindy Encenzo, Media DIrector
John Barroga, Past President
I. Call to order at 2:45 PM by presiding officer Michael Bala.
II. Quorum: 4 out of 6 board members are present (3
required)
III. Reading and approval of minutes: Minutes on June 27,
2020 Board meeting accepted as previously published and
posted on friendsforever.org and approved by unanimous
consent.
 IV. Treasurer’s report
a. No report (see report on previous meeting)
b. A summary of new memberships, membership audit
responses and receipts thus far in the first fiscal
quarter were reviewed.
V. Agenda for the next meeting
School Club reformation
VI. Adjournment
Meeting was adjourned at 3:30 PM by the presiding
officer. The next meeting will be at 1:00 PM on August 19,
2020 in the same building and room.
Minutes submitted by: Garret Dearn Anthony E. Anduyan
Approved by: Michael Bala
Pp 100; Notes for telephone call:
exercise 21  I should introduce myself (name, position, workplace)
 Start with your company’s good relation to the company
sending the chairs.
 I should politely relay my complaint or concerns about the
workstations we ordered. We requested 30 but only 28 came
and 12 of those were different from the style we ordered.
 I should ask the corrective actions of the company about this
and come to an agreement.
Pp 105; June 27, 2020
Exercise 22 Garret Dearn Anthony E. Anduyan
Acct. Ref.: 12345678

Dear Mr. Anduyan,

I am writing with reference to your telephone call to us last June 26,

2020.

Firstly, I apologize 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 our
lack of manpower that time we delivered the workstations, 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 deliver you the 12 workstations

of the same style you ordered and additional 2 of the lacking
workstations this afternoon, 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 sincerely,

Garret Dearn Anthony E. Anduyan

 Manager
Pp 110; Garret Dearn Anthony E. Anduyan
exercise 23 Marketing Manager
Delitaste Food Corp
Tel. 01234567899

June 24, 2020

Mr. Frank Austin

CEO
Delitaste Food Corp

Effective from today itself, XYZ Ltd. is implementing a change in

policy which we expect each and every employee to be strictly
following. The office computer and internet is only for the use of
work related to XYZ Ltd. No employee shall use internet for
personal usage.

An analysis of internet records shows that our employees have been

using our internet connection for unofficial and rather personal
usage. Large amount of data have been consumed for personal
usage of the employees which had resulted in reduced speed of
overall data connectivity.

We are sad to inform that some instances of unusually

unprofessionalism have been market amongst employees using
internet connections for their personal usage. There have been
instances of employees using internet for their personal downloads,
playing online games, social networking, etc.

Internet usage for the above mentioned activities or any such

activity for entertainment which has nothing to do with the
productivity of XYZ Ltd. is strictly prohibited in our office. Even
during waiting hours of work you are not permitted to use office
internet for any personal usage.

Last month, our internet had almost exhausted its speed data limits
due to highly unofficial usage by our employees. Our new policy
states that any employee found to be violating the aforementioned
warning shall be liable to answer the director and shall be charged
from his salary for the same.

We have installed software for the blockage and detection of

unofficial internet usage. The supervisor shall be notified if any one
of the employee tries to infringe this policy. Please cooperate in
making the new policy effective and do not give us a chance to
question your professionalism in front of others.
Pp 125; 1. The Board was asked to consider the proposal carefully. It was
Exercise 24 given conditional
approval only after a lengthy discussion.
 2. On Wednesday, Keith Hamilton had a meeting with Simon Kitson.
Keith said that the
following week, he would be in Paris, where the company has its
European office, so
he could discuss the contract then.

3. We have had a good response to our advertisement for a sales

manager, and Emma
Johnson would like to discuss the applications with you and me on
Tuesday.

4. I do not mind you asking for time off, but it would be nice to see
you occasionally
working late as well. You appear to be getting rather behind with
your work, which is
affecting the efficiency of the whole department.

5. You say that you have not seen the delivery note and the invoice.
Your accountant
and I have had a long discussion about this, and I think you will find
that he has copies

6.The Committee has decided that every member, together with his
or her partner,
has the right to use the facilities of the center.

7. Having considered all the estimates, I believe we should accept

either Axis’s or
Mainland Distribution’s. None of the other firms was able to match
their prices or delivery times.

8. Please can you see to it that every secretary and clerk, including
the directors’ PAs,
is made aware of the new house style. We must ensure that we
create not only a
good image but also a consistent one.

9. We can offer a choice of three conference rooms, any of which

would suit your
requirements. We will serve lunch at 12.30 p.m. as requested

10. I am afraid that I differ with you over the best way forward for
the development.
Looking at the two plans, I think the layout of the second is much
more flexible.
Pp 135: 1. The Managing Director, who is abroad at present, has asked me to
Exercise 25 reply to your letter concerning the contract for the new equipment.
Although we agree with the terms in general, there are a few points
we would like explained.

2. Our new catalogue (enclosed) contains details of all our latest

 lines. In particular you may be interested in the following: The
Newline desk; the updated, ergonomically designed Comfort swivel
chair; and the Locksafe filing system. As a regular purchaser you
could also save money with our valued customers’ discount.

3.We have five different models – each with its own special features
– and they all come in a choice of finishes. So, whatever your needs
you will find one to suit you.

4. The expansion of our business is a long-term project and we need

an efficient, sympathetic management consultant to help us. A
recent report said, ‘Any small business hoping to expand will find its
chances of success greatly improved by the employment of a
consultant to advise it.’ We would, I think, be foolish to embark on
this exercise without outside help.

5. We are very concerned about your payment record; your

payments are invariably two months late. At the moment we are
awaiting payment of invoices 14325, 16754 and 23156, all of which
are well overdue.

Pp 138- Correct error

139;
Exercise 26 accumulate
acquire
across
appreciate
chaotic
commemorate
commission
concede
conceivable
conscientious
deferred
definite
eighth
embarrass
exaggerate
fascinate
feasible
imminent
instalment
issuing
liaison
manoeuvre
occasion
questionnaire
schedule
seize
successful
supersede
 tariff
thorough
unmistakable
writing
written