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4931211 How to Write Business Letters in English

4931211 How to Write Business Letters in English

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Published by Sayed Diab Alsayed
How to Write Business Letters in English
How to Write Business Letters in English

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Published by: Sayed Diab Alsayed on Aug 26, 2013
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08/26/2013

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© Philip Stokes 2009

http://philipstokesel.blogspot.com

HOW TO WRITE

BUSINESS LETTERS
IN ENGLISH

PHILIP STOKES
1

I telephoned your store immediately and was told to make a complaint in writing and to enclose a copy of my receipt.………………………………...1a Match the underlined expressions from A to the following meanings and functions: i.………………… means ‘concerning’ or ‘about’ iii…………………………………………………… is used to show that you want a reply iv…………………………………………….. ………………………... is used to close the letter v…..© Philip Stokes 2009 http://philipstokesel.…………………………… means ‘to send with’ ii…………………………………...………………… is used when you do not know the recipient’s name 2 . Yours faithfully Jack Smith 1. Unfortunately....1 Read letters A and B and answer the questions: A Dear Sir or Madam I am writing in connection with the Brainiak X-plus computer I bought from your shop last week. I look forward to hearing from you as soon as possible..com 1.blogspot.. when I got the computer home there was no mouse or keyboard in the box..

means ‘about’ or ‘in connection with’ vii……………………………………………. Please accept my apologies once again...... is used to close a letter when you know the recipient’s name Assure / Ensure To assure means to promise that.... is used to convince somebody of your sincerity x…………………………………………….1b Match the underlined expressions from B to the following meanings and functions: vi……………………………………………. “We ensure all our staff are well trained by sending them on a 6-week training course. is used when you know the recipient’s name ix …………………………………………….com B Dear Mr Smith Thank you for your letter of 14 February concerning the computer you bought from our shop. Please accept my apologies for the missing components.....blogspot.” 3 .. I am sending you a replacement mouse and keyboard this morning. means ‘exchanged’ or ‘cashed in’ viii……………………………………………. “I can assure you that it is true!” To ensure means to make certain. I would like to assure you that we make every effort to ensure this sort of thing does not occur. Yours sincerely Ms Amanda Howard 1. I also enclose with this letter a 10% discount coupon which can be redeemed against your next purchase at our store.© Philip Stokes 2009 http://philipstokesel.

g. Dear Mrs Lee For an unmarried woman use e.blogspot.g.g.g. Dear John ! Never open a letter with Mr.g. Dear Miss Croft If you are not sure whether a woman is married or not use e.com 1. Dear Mr John 1. you may open with their first name: e. where you know the recipient quite well.© Philip Stokes 2009 http://philipstokesel. Dear Mr Brown When writing to a married woman use e. Dear Ms Taylor – Dear Sir or Madam – Dear Mr (+surname) – Dear Mrs (+surname) – Dear Miss (+surname) – Dear Ms (+surname) In informal letters.2a Closing a Letter: When you open with Dear Sir or Madam When you open with Dear Mr/Mrs/Ms When you open with Dear (first name) close with Regards close with Your sincerely close with Yours faithfully 4 .g.2 Opening a Letter: When writing to a company use When writing to a man use e. Mrs or Ms and a person’s first name e.

3 Beginning the message: I am writing in connection with… when this is the first letter between you and the recipient Further to my telephone call on [+date] Further to my previous letter of/dated [+date] Further to my email of [+date] when you have already contacted the recipient about the matter Thank you for your letter of [+date] concerning… With reference to your letter of [+ date] when you are replying to a message from the recipient 1. Dear Sir or Madam ………. …………………………………… 1.…Mr Greene Dear Ms Woodes Closing …………………………………….blogspot.com 1. please do not hesitate to contact me. Regards …………………………………… …………………………………….2b Complete the gaps with a correct opening or closing: Opening Dear Mrs Steele Dear ………………………………. but are willing to help if necessary 5 .© Philip Stokes 2009 http://philipstokesel. when you do not want or expect a reply.3a Ending the message: I look forward to hearing from you when you want or expect a reply If I can be of any further help.

. Dear Mr Brown …………………………………………………………….3b Complete the gaps with an expression from above (make up dates where necessary): i.this morning in which you asked us to send you a replacement battery. …………………. The flight was very uncomfortable and the food was awful. Alan Bell ii. I would be grateful if you could send us further details about the make and model of your mobile phone. I expect a full refund on my ticket..…………………………………………………………………… Yours faithfully John Moho 6 . Dear ……………………………… ………………………………………………………………… the poor flight I experienced from Singapore to Hong Kong.blogspot. ……………………………………………………………………….com 1.© Philip Stokes 2009 http://philipstokesel.…. Yours ……………………….

Compensation is money.. Compensation can be less than. depending on how much you suffered. Dear Mr Moho …………………………………………………………………………………… your experience flying from Singapore to Hong Kong. 7 . As your travel agent we are not in a position to offer compensation. we suggest you contact the airline directly. A refund can be part or full – either some or all of the money you paid.blogspot.…… Yours sincerely Melissa Turvy (Ms) Refund / Compensation A refund is the return of money paid for goods or services that were not up to standard. equivalent to or more than the price you paid.………….com iii.© Philip Stokes 2009 http://philipstokesel. ………………………………………………………………………………………… ………………………………………………………………………. services or goods given to you by a company when you have suffered from using their products or services. However.

__________________________________________________________. therefore. and think about what you want the shop to do.4 On Christmas Eve.1 to 1. that _________________________________________.com 1. ___________________ Jay Fox 8 .© Philip Stokes 2009 http://philipstokesel. Complete the letter below complaining to All About Watches.3. Before you start. Unfortunately. review the language and structures you have learned in 1. you bought a brand new Sulfa Diamond Swiss Watch. What would be reasonable in a situation like this? 5 All About Watches Unit 12 Stella Plaza Bright City BC1 4QR 2 January ______ 2 4 23 The Glades Bright City BC3 9RS Tel: 05-319-7564 6 6 Dear _________________ 3 ___________________________________________________________________ ___________________________________________________. ______________________________________________________ _________________________________________________________________ _________________________________________________________________ I must insist. costing £999 from a branch of All About Watches in Bright City’s Stella Plaza. Now you find that the watch does not keep accurate time – it loses almost ten minutes a day.blogspot.

9 . their job title.blogspot. You should include all the information you have that will help to deliver the letter efficiently.4. position and/or company name. Instead. all this information should be included in the recipient’s address. Which items below can be matched with a number? Recipient’s address Sender’s address Recipient’s telephone number Sender’s telephone number ____ Recipient’s name ____ Sender’s name ____ Sender’s signature _____ _____ _____ ____ Date the letter was written _____ Notice that: • the recipient’s address goes on the left side of the letter. the sender’s signature MUST include a surname. printed clearly.© Philip Stokes 2009 http://philipstokesel. the recipient’s address in your letter should appear exactly as you want it to appear on the envelope or package. Therefore.com 1. and is a little lower down the page than the sender’s address. • • • IMPORTANT .the recipient’s address can often be used by your computer’s software to produce envelopes or labels. after the sender’s signature. it should appear at the bottom. we do not include the recipient’s telephone number in the recipient’s address. This is because the telephone number is not necessary in order to deliver the letter to the correct place we do not include the sender’s name above the sender’s address.4a Letter Formatting Look again at the letter 1. which goes on the right side and closer to the top. If you know the name of the person that you are writing to.

blogspot. (used when you want to complain) (used when you want to make a demand) 10 .com 1.© Philip Stokes 2009 http://philipstokesel. Notice that each paragraph has a different function.11). I must insist. starting with “I am writing in connection with…” Draw lines to match the functions with the paragraph: First Paragraph Second Paragraph Third Paragraph Fourth Paragraph making the complaint making a demand asking for a reply stating the topic A letter of complaint will usually follow this pattern. or to make the complaint stronger (see 1.4b Paragraph Functions: Look at the paragraphs in your letter on page 4. Notice the key expressions: Unfortunately. Additional paragraphs could be included to give more details about the problem. The message has four paragraphs.

You have emailed FilmClipz twice. On a separate piece of paper. The company address is: FilmClipz. Cheapside. write a letter of complaint using the details that follow. Here are the addresses you will need to write the letter. You gave them your credit card details and were told shipping would take three to five days.99. It is now ten days since you placed your order. Bright City. and proper opening and closing. FilmClipz. Use today’s date. Use the letter on page 4 as a guide.© Philip Stokes 2009 http://philipstokesel. but no DVDs have arrived. GL7 9EX You live at: 35 Pleasant Crescent. Think about what you want FilmClipz to do. Write to her to complain.5 You are now ready to write your first FULL letter. to the value of £99.blogspot.com 1. This morning you checked with your bank and found that your credit card was billed for £99. From the website you learn the Customer Services Manager is a woman named Claire Troy. but you have received no reply. dates.99 on the same day that you placed the order. Golden City. Niceton. and include that information in your letter. BC7 5AD 11 . You ordered 5 DVD movies from an online retailer. and be sure to include all the necessary addresses.

Therefore. Now study the reply below: Dear Mr Fox With reference to your letter of 2 January concerning the problems with your new Sulfa Diamond Swiss watch..means ‘we hope you will do business with us again in the future’ iv……………………………………………. The replacement procedure will only take a few minutes. All the watches we sell have the highest reputation for accuracy and reliability. We have contacted the manufacturer on your behalf.6 to the following meanings and functions: i…………………………………………….6a Match the underlined expressions from 1.. However.blogspot. Once again.is used to say that you are sorry v…………………………………………….© Philip Stokes 2009 http://philipstokesel. Please bring the watch into our shop at your convenience.com 1. the problem you report cannot be a result of a fault in the watch itself..is used to say what you can do vi……………………………………………. the source of the problem is almost certainly the battery. Consequently. I am unable to offer you the refund requested in your letter.. Yours sincerely 1.is used to repeat an apology 12 .means ‘about’ or ‘concerning’ iii………………………………………….4..6 Responding to Customer Complaints: Read again Jay Fox’s letter from 1... and we look forward to your continued custom.is used to say what you cannot do vii…………………………………………….. I would like to apologise for the problems you have experienced... and I am delighted to inform you that we will replace this free of charge.. we take this kind of complaint very seriously... please accept my apologies.. They assure us that because of the sophisticated electronic technology used in the watch.means ‘anytime you like’ ii…………………………………………….

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