YOU ARE: Dewey Cheatem Community Education Department Manager Mira Costa College, 1 Barnard Drive, Oceanside, CA  92056 THEY ARE: Fin Gerpickin Training Manager Taylor Guitars 123 Mission Avenue, Oceanside, CA 92056 THE SITUATION: MiraCosta College offers a two-week ‘Customer Service Academy’ course for local businesses in Oceanside, as part of their Community Education Department. These courses are offered as community service outreach program to the local business community. Prices are set to break even, not to make a profit. In fact, the Oceanside Chamber of Commerce helps subsidize the expense of offering these courses by paying for the training materials that go with the course. In order for the course to break even (cover the cost of the instructor), the course must have full registration before it is offered. These Customer Service Courses are capped at 30 students, and demand has been high for some time since they are only offered once a quarter. In fact, you had to turn away five students for this most recent session. Taylor Guitars — located in Oceanside– had signed up four of their customer service employees to attend your last session. But they never showed up. Today, two days into the two-week program, you received an email from Fin Gerpickin — Training Manager for Taylor Guitars, explaining the situation. A new guitar line was experiencing quality problems, and the customer service department was slammed answering calls. As a result, the four Taylor Guitar employees were unable to attend. Fin Gerpickin of Taylor Guitars is asking for a full refund for the tuition cost for the four employees because of the customer service crisis they are experiencing. Tuition is $500 each attendee; $2,000 total. Because these courses are offered at cost to the local community and also subsidized by the Chamber of Commerce, you cannot honor a refund. There are still eight days of training remaining in the course. Now you must write a bad news letter to Fin, delivering the bad news. You’ll want to maintain goodwill and seek to convince Fin that your response is fair. Alexander Kain 455 McCarran Avenue Kansas City, MO 64015 479.668.9178 [email protected] Block Format August 14, 2017 Jerry Mckowski Chairman – Board of Directors Capital Industries 590 Edison Way Kansas City, MO 64138 Dear Jerry, I write to Capital Industries today with a hope of building a new business partnership. A Partnership between our two firms will be able to collectively capitalize on prime opportunities in the cloud computing industry over the next decade. CloudOne has worked well with established, talented firms to spearhead new markets for the past 15 years. As Chairman and CEO of Century Industries, I am responsible for providing the visionary leadership for our $75.5 million technology company offering cloud-based Platform as a Service (PaaS) solutions for the natural gas industry in the Midwest. Please review a list of CloudOne’s highlights: ? Offering specialized Quality of Service (QoS) Platform using PaaS business model with $35 million in total revenue – negotiated $50 million partnership with Amazon Web Services. ? Grew CloudOne’s personnel from 50 to 250 and delivered revenue growth from $6 million to $10.4 million. ? Expanded market share for data access service from 30 percent to 45 percent over two years, increasing profit margins by 40 percent, with higher quality services. I researched into the background of Capital Industries after our initial discussions about the partnership. With a new market alliance, your engineers and sales teams will be able to get their products to the field 60 percent faster through our technology infrastructure and network of clients. I look forward to scheduling a meeting at your earliest convenience to discuss details. Please call 479.668.9178 or email me at [email protected]. Thank you for your consideration. Sincerely, Block Format Alex Parts of a Business Letter The essential parts of a business letter: • Heading • Date line • Inside address • Salutation • Body Complimentary close • Signature line/ block Purchase answer to see full attachment Tags: Community Education Department Manager received your proposal email cannot honor a refund eight days of training remaining demand has been high for some time User generated content is uploaded by users for the purposes of learning and should be used following our company’shonor code & terms of service.

MLA In-Text Citations: The Basics

Guidelines for referring to the works of others in your text using MLA style are covered throughout the MLA Handbook and in chapter 7 of the MLA Style Manual. Both books provide extensive examples, so it’s a good idea to consult them if you want to become even more familiar with MLA guidelines or if you have a particular reference question.

BASIC IN-TEXT CITATION RULES

In MLA Style, referring to the works of others in your text is done using parenthetical citations. This method involves providing relevant source information in parentheses whenever a sentence uses a quotation or paraphrase. Usually, the simplest way to do this is to put all of the source information in parentheses at the end of the sentence (i.e., just before the period). However, as the examples below will illustrate, there are situations where it makes sense to put the parenthetical elsewhere in the sentence, or even to leave information out.

General Guidelines

• The source information required in a parenthetical citation depends (1) upon the source medium (e.g. print, web, DVD) and (2) upon the source’s entry on the Works Cited page.
• Any source information that you provide in-text must correspond to the source information on the Works Cited page. More specifically, whatever signal word or phrase you provide to your readers in the text must be the first thing that appears on the left-hand margin of the corresponding entry on the Works Cited page.

IN-TEXT CITATIONS: AUTHOR-PAGE STYLE

MLA format follows the author-page method of in-text citation. This means that the author’s last name and the page number(s) from which the quotation or paraphrase is taken must appear in the text, and a complete reference should appear on your Works Cited page. The author’s name may appear either in the sentence itself or in parentheses following the quotation or paraphrase, but the page number(s) should always appear in the parentheses, not in the text of your sentence. For example:

Wordsworth stated that Romantic poetry was marked by a “spontaneous overflow of powerful feelings” (263).

Romantic poetry is characterized by the “spontaneous overflow of powerful feelings” (Wordsworth 263).

Wordsworth extensively explored the role of emotion in the creative process (263).

Both citations in the examples above, (263) and (Wordsworth 263), tell readers that the information in the sentence can be located on page 263 of a work by an author named Wordsworth. If readers want more information about this source, they can turn to the Works Cited page, where, under the name of Wordsworth, they would find the following information:

Wordsworth, William. Lyrical Ballads. Oxford UP, 1967.

IN-TEXT CITATIONS FOR PRINT SOURCES WITH KNOWN AUTHOR

For print sources like books, magazines, scholarly journal articles, and newspapers, provide a signal word or phrase (usually the author’s last name) and a page number. If you provide the signal word/phrase in the sentence, you do not need to include it in the parenthetical citation.

Human beings have been described by Kenneth Burke as “symbol-using animals” (3).

Human beings have been described as “symbol-using animals” (Burke 3).

These examples must correspond to an entry that begins with Burke, which will be the first thing that appears on the left-hand margin of an entry on the Works Cited page:

Burke, Kenneth. Language as Symbolic Action: Essays on Life, Literature, and Method. University of California Press, 1966.