
- •Elektronski fakultet
- •Written and spoken communications in english for science and technology introduction
- •Nadežda Stojković
- •Edicija: Pomoćni udžbenici
- •Elektronski fakultet
- •Nadežda Stojković
- •Isbn 86-85195-02-0
- •Table of contents
- •VI correspondence 73
- •VII spoken presentations and interviews 99
- •VIII bibliography 117
- •Foreword
- •II paragraph
- •2.1. Paragraph structure
- •2.2. Kinds of paragraphs
- •III essay
- •3.1. Parts of an essay
- •Introduction
- •3.2. Kinds of essays
- •3.3. Five paragraph model of composition
- •Introductory paragraph
- •3.4. Quotations/ references/ bibliography
- •IV formal reports and instructions
- •4.1. Formal reports format
- •4.2. Proposal (feasibility), progress and final report
- •4.2.1. Proposal (feasibility) report
- •4.2.2. Progress report
- •4.2.3. Final report
- •Introduction
- •4.3. Laboratory report
- •4.4. Design reports
- •Introduction
- •4.5. Instructions
- •4.5.1. Instructions format
- •Introduction:
- •4.6. User guides
- •Information Included in User Guides
- •4.7. Other types of technical documents/reports
- •V research papers
- •5.1. Research papers planning and writing
- •5.1.1. Note on style
- •5.1.2. General structure of a research paper
- •Introduction:
- •5.2. Journal articles
- •5.2.1. Prose and style considerations
- •5.2.2. Specific sections of an article:
- •5.3. Diploma paper
- •5.3.1. General structure of a diploma paper
- •5.3.2. Diploma paper defending
- •5.4. Master's vs PhD thesis
- •5.5. General features of a PhD thesis
- •5.5.1. Two types of PhD theses
- •5.6. PhD thesis proposal
- •5.6.1. Proposal format
- •5.7. PhD thesis format
- •Introduction
- •VI correspondence
- •6.1. Common letter components
- •Sample letter of common kind
- •6.2. Types of correspondence
- •6.2.1. Technical Cooperation
- •6.2.2. Technical Visits Abroad
- •6.2.3. Technical Visits from Abroad
- •6.2.4. Technical Training
- •6.2.5. Requesting Information
- •6.2.6. Complaint and Adjustment Letters
- •6.2.7. Application Letter
- •Sample application letter
- •6.2.8. Letter of Recommendation
- •Sample letter of recommendation
- •6.2.9. Resume/ cv
- •The common structure of a resume/cv
- •Helpful tips considering cv style
- •Sample cv
- •Your name
- •6.2.10. Cover Letters
- •Sample cover letter
- •6.2.11. Thank you Letters
- •Sample post-interview thank you letter
- •Sample post-information thank you letter
- •Sample job offer acceptance thank you letter
- •6.2.12. Memorandum
- •6.2.13. Emails
- •VII spoken presentations and interviews
- •7.1. Spoken presentations
- •7.2. Preparing and delivering formal spoken presentation
- •1) Analyse your audience
- •2) Know your task
- •3) Determine primary purpose
- •4) Shape your presentation
- •5) Select effective supporting information
- •6) Choose an appropriate pattern of organisation
- •7) Select appropriate visual aids
- •8) Prepare a suitable introduction
- •9) Prepare a closing summary
- •10) Practice
- •11) Delivery
- •12) Time and focus
- •7.3. Scientific discussion - argumentation and contra argumentation
- •6. Conclusion
- •7.3.1. Appropriate phrases for developing an argument
- •7.4. Interviews
- •7.4.1. Some interview tips
- •7.4.2. Common interview questions and answering hints
- •VIII bibliography
6.2.5. Requesting Information
Correspondence on information requests typically includes requesting programme, company, product, technology information, requesting reference materials and price quotations - information services. Common patterns in correspondence related to requesting information include the following:
a. Stating the organisation's interest in the requested information. Requests for information should not be viewed as merely a means to obtain information. Instead, information requests should be considered as the first step in identifying the mutual interests of both organisations. For instance, how will the other organisation benefit from supplying this information?
"Our laboratory is currently developing a flow measurement test ring. Our design consultant suggests the use of ABC valve products on some of the mechanical components. We would greatly appreciate your opinion on this matter, as it concerns our possible future cooperation."
b. Requesting information. By clarifying your organisation's interests, you allow the reader to make a correlation between the interests and goals of both organisations.
"Since our goal closely resembles that of your organisation, we would like to develop a partner relationship with your Industrial Material Exchange Service and, in this way, facilitate information exchange and other possible collaborations."
6.2.6. Complaint and Adjustment Letters
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 complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your complaint is. Avoid making the recipient an adversary.
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.
State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antagonising to delay this statement in some cases).
Provide a fully detailed narrative or description of the problem. This is the evidence.
Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your request should be granted.
Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, your desire for continued business, but do not threaten. Find some way to view the problem as an honest mistake. Do not 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.
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:
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, do not state the refusal right away unless you can do so tactfully.
Express your concern over the writer's troubles and your appreciation that they have written you.
If you deny the request, explain the reasons why the request cannot be granted in a friendly manner. If you grant the request, do not sound as if you are doing so in a begrudging way.
If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to soften the denial).
Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.