Limited

Education
Pearson
Gate,l'larlow,
Edinburgh
CM202JE,England
Essex,
Companies
throughout
theworld
andAssociated
www.longman.com
O lanBadger
andSuePedley
2003
Copyright
no partof thispublication
All rightsreserved;
maybe reproduced,
storedin a retrieval
photocopying,
or transmitted
in anyformor by anymeans,
system,
electronic,
mechanical,
recording,
or otherwise
withoutthe priorwrittenpermission
the
Publishers.
Themoral
of
rightof the authorhasbeenasserted.
Firstpublished
2003
2009
Sixthimpression
lsBN-978-0-582-53972-3
1opt
Setin Univers
Condensed
KHL
Printedin Malaysia,
Designed
andtypesetby RockGraphics
lllustrations
by RogerFereday
Acknowledgements
Wewouldliketo thankHelenParkerfor herhelpin developing
thisseries,MaggieJo St
John,Christine
Johnson,
Teresa
JulieNoviell,
Millerand,Maria
Kellerfortheirvaluable
for herhelpwiththe British/American
inputandDianeWinkleby
differences
boxes.
We wouldalsoliketo thankHans-Juergen
Prellat Deutsche
Telekom
andlearners
from
0y,MetsoPaperValkeakoski
UPM-Kymmene
0y,MetsoPaperAB Sundsvall,
Hagfors
and
Gmbh,Business
Goldwell
andMedicalEnglish
Grdstorp,
andFiltonCollege,
Services
andreporting
onthematerials.
Bristolfor piloting
copyright
@ Photonica
Coverphotograph

Gontents
Introduction
I Thebasics
page7

2 Makingcontact
page15

3 Arrangements
page23

I Meetings
page33

5 Enquiries
page$

6 Orderc,dealing
with problems
page51

7 Shortrcpofts
page6l

8 Personal
messages
page69

Glossary
Answers
Appendices
I Punctuation
2 Datesandtimes
3 Abbreviations

page5
Beginnings
andendings
Thewritersknoweachotherwell
Thewritersknoweachother
Thewritersdo notknow
eachother
Messages
1
A firstcontactfroman
individual
An acknowledgement
A reply
Chasing
up information
A reply
Arranginga visit
An invitation
Replying
to an invitation
A confirmation
Sending
directions
Chasing
up information
Settingup a meeting1
Suggesting
a meeting
Suggesting
a date,timeand
place
Agreeing
Confirming
a meeting
An urgentmeeting
Messages
t
A general
enquiry
A reply
A furtherrequest
A reply
A covernote
0rders
Requesting
a quote
Placing
a firstorder
A reply
Placing
a repeatorder

Basiclayout
A standard
letter
A memo
A groupemail
Messages
2
A firstcontactfroma company
A reply
A request
for furtherinformation
Introducing
the company

Travelarrangements
Arrangingan itinerary
Makinga booking
Confirming
a reservation
Checking
travel
arrangements
Settingup a meeting2
Setting
theagenda
Changing
theagenda
Negotiating
changes
Finalising
arrangements

Takingandforwarding
messages
Leaving
a message
Passing
on a message
Forwarding
a message
An acknowledgment
An automatic
emailreply
Meetingfollow-up
Minutes
of a meeting
Suggested
amendments
Comments
Thanks

Messages
2
Specific
enquiries
Adviceandrecommendations
A request
for information
Forwarding
a request
Providing
details
Dealingwith problemsI
Dealingwith problems
2
Problems
witha schedule
Unacceptable
service
A reply
A reply
goods
Damaged
Misleading
information
A reply
A reply
Rejecting
a complaint
Providinginformation
Focuson facts andfigures
A request
for information
Presenting
numbers
A shortreport
Describing
trends
Askingfor missing
information
Makingcomparisons
P r o v i d i n g fu rth e ri n fo rma ti o n D raw i ngconcl usi ons
Messages
I
Messages
2
Appreciation
Goodnews
Congratulations
Replying
to goodnews
A personal
announcement
Badnews
Sayinggoodbye
Replying
to badnews
Saying
thankyou
A remi nder
Responding
to thanks
Replying
to a reminder
page77
page86 a
page92
page93
page95

Introduction
Eng|bh ior Wodr
Thebooks
inthisseriespresent
andpractise
spoken
English
andpractical
writingforeveryday
communication;
theyfeature
keywordsandexpressions
whichwillhelpyouin a widerange
ofworksituations.
Thetargetlanguage
is introduced
through
shorttexts,anddeveloped
in
practice
language
notes
and
exercises.
Atthebackofeachbookthereis a glossary
whichcontains
highlighted
language
fromthe
glossary
texts.Translations
ofthe
in selected
languages,
canbedownloaded
fromthe
Longman
website,
wvnr.longman-eh.com.
Theseriesis intended
for intermediate
levellearners.
Everyday
Business
Writingwill
beuseful
supplementary
material
if youarepreparing
forbusiness
English
examinations
suchasthe
(BEC),
particularly
University
of Cambridge
Business
English
Certificate
theReading
and
paper,
(LCCI)
Writing
andtheLondon
Chamber
ofCommerce
andlndustry
English
forBusiness
exam.
EYeryday Bueinerc Wrifing
Everyday
Business
Writing
is suitable
foranyone
whousesEnglish
inthebusiness
world,and
forstudents
learning
vocational
English
inadulteducation
classes,
schools,
colleges
and
universities.
Thebookfocuses
oneveryday
business
writing,
which,intoday's
business
world,is usually
sentbyemail.
Thebookalsocontains
someexamples
ofothertypesofwritingsuchasletters,
memos,
telephone
messages
andcovernotes.
Emails
areoftenshortandcanbeveryinformal.
However,
evenif anemailis informal,
it should
stillbeaccurate,
appropriate
andeasyforthe
readerto
understand.
Emails
canalsobeformal
- forexample
whenwritingto someone
forthefirsttime,youremailcanbejustasformalasa
letter.
Thereis nostandard
styleforemailwritingandthebookreflects
thisfactintherangeof
presented.
language
Onepointto notehereistheuseof contractions.
Somepeople
tendto
(l'llcallyou);others
(l willcallyou).
usecontractions
writeusing
fullforms
Inmoreformal
letterwriting,
fullformsarerecommended;
in emails
either
formis used.
Youmayfindtheothertitlesinthisserieshelpful:
Everyd
ayBusinessEnglish
Everyday TechnicaI English
Business
Presentations

llow to use the book

Firstof all,workthroughUnit1 - Thebasics.Thisunitsetsoutbasicguidelines
for writing
emailsandprovides
examples
of styleandlayout.Youcantheneitherworkthroughthe book
unitby unitor chooseonethatmeetsyourimmediate
need.Notethatin mostof the
thefocusis onthe bodyof the email.TheSubjectbox andTo/From
examples,
boxesfor
example
arenotalwaysincluded.
pageto searchfor different
Youcanusethe contents
typesof writtendocuments.
Starteach
phrases.
chapterby lookingat the Useful
Thenreadthetextsandstudythe accompanying
phraseshavebeenhighlighted
notes.Certain
thathaveparticular
featuresassociated
with
them.However,
it is worthwhile
notingotherphrases
thatappearin thetexts,whichare
important
equally
andcanalsobeseenas keyphrases.
Usea dictionary
to checkyour
presented
understanding
of thelanguage
andreferto theappendices
at thebackof the
book.
0n the notespagesyouwill findinformation
on somedifferences
betweeneveryday
British
andAmerican
usage.
Afterstudying
thetextsandnotes,workthroughthe exercises;
referbackto thetextsand
notesas necessary.
Youwillfindanswersto the exercises
atthe endof the book.
Finally,
referto the glossary
at the backof the bookandtestyourselfonyourunderstanding
of the highlighted
keyexpressions.
Writetranslation$
of theseexpressions,
againusinga
dictionary
if necessary.
Visitthe English
for Workpagesonthe Longman
websitewhereyou
willfindtranslations
of theGlossary
in a selected
number
of languages.
Youcanusethisbook.for
self-qtudy
your
or with a teacher,Goodluckandenloy.building
'Everyday
Business
Writing'skills!

lanBadger
andSuePedley,
Bristol.2003

Somerecommended
materials
to accompany
theEnglish
forWo*senes:
Longman
Business
English
Dictionary
Penguin
auickGuides;
Busrness
EnglishPhrases
Penguin
OuickGuides;
Eusrness
English
Verbs
Penguin
AuickGuides;
Eusrness
EnglishWords

t
I

Thnbasfcs
Some useful phrases.
Howareyou?
go?
Howdidthemeeting
It wentverywell.
It was goodto talkto youyesterday.
youlastweek.
meeting
I enjoyed
Thankyouforyourmessage.
l'veattacheda copyof myreport.
Everything
looksfine.
No ch a n g ense eded.
- pleasemakethearrangements,
Laurent
Ple a se
callm e.
Please
to contactme.
do nothesitate
youon Friday.
I lookforwardto meeting
fromyousoon.
Lookforwardto hearing
Seeyounextweek.
Allthebest.

Laurent
_ please
arrange
the
]/
musicforthe
offrceparty.

- Please
Laurent
the
arrange
musicforthe
officepartY.

andendi
Tlre writers

know eaeh ottrer well

tlif,in
lbw m W? lt was goodto talkyesterday.
Course
andlwantto be surethateverything
is correct.
Canyou
fufimlicingthr&ilsof the Leadership
c hec k t heb ro c h u re
a g a i nb e fo rei tg o e s to th epri nter,
especi alpages
ly
5-7? P l ease
emaime
l or cal lmeon
mymobileif anychanges
areneeded.
:
Bdngndf
Anders
c0urse

ldtlf'r,
Everything
looksfine.ilt cfigffimam
Allthebest
Kim

Seeyounextweek.

The writers know each olfrer

Smi, ri
l'
It wasgoodto meetyouattheconference
lastweek.I wouldliketo inviteyouto visitusonMonday
25May
at I 1:1
5 sothatwecancontinue
ourdiscussions.
I hopethatyoucancome.
lkdmd

t*ilffi
Headof Personnel

DearMrsGonzales
Thankyoufortheinviiation.Wagainon25Mayat1l:l5a'm.
Yours
sincerely
TarjaNovotna

Tlre writerc do not know eaeh odrer

0tr,*l#lfr&
I wouldliketo checkourinsurance
cover.
Wewill beshipping
newequipment
to ourBirmingham
officenext
month.Dowe needto changeourpolicyor will it be covered?

YenCS
DrSlack
iffi*ilri*,W

DearDrS la c k
Thisis to confirmthatyourcurrentpolicycoversyouandthatyoudo notneedto takeanyfurtheraction.ll
youhaveanyotherqueries,pleasedo nothesitateto contactme.
Yourssincerely
N. Nuul(Administratorl

Notes
HiKin
The way you begin and end a message
depends on how well you know the person
you are writing to. A good guide is to use
th e s am e beginni n ga n d e n d i n g (o r a s l i g h tl y
more formal one) as the other person. In
informal emails some people do not use the
person'sname but start the message:
Hi/HelIo/Good morning/afternoon

Howareyou?
Whenyou knoweachotherwell,you often
begina message
with a friendlygreeting.
Otheropenings:Hopeyouare well.
It was goodto see you lastweek.
I'n finalising the details ...
Sayingwhy you arewriting:
l'm writingto let youknow...
Justa noteto let youknow...
Thisis to let youknowthat ...
Notehow contracted
forms I'm (l am),You're
(Youare)etc.are informaland oftenusedin
emails.
Best regards
Theway to end a messageis a matterof
personalchoice,but if you arewritingfirst,it
is bestto be moreformalthantoo informal.
Someotherinformalendings:Begards
Bestwishes
Allthe best
(veryinformalUK English)
Cheers
Anders
Youcanbeginan emailby simplywritingthe
person'snameat the top of a message.
No changesneeded.
Notethat the verb are (Nochangesare
needed)
hasbeenleft out hereto keepthe
message
shortandsimple.
Dear Ms Novotna - Yourcsincerely
In emailswhichfollowthe styleof more
formalletters,if you openwith a name;
DearMs/Mrs/Miss/Mr;youclosewith lours
sincerely.
However,in emailsthe rulesare
morerelaxed- you can begina message
with Dearand end it with Bestregards,Best
wishesetc. (seenotesabove).
Ms is usedinsteadof Mrs or Missif you do

not know if a woman is married or not.

Some women prefer to be called Ms.

Piki Gonzales(Mrcl
A little old-fashioned,but when the reader
may not know from your name whether you
are mal e or femal e,you can hel p by gi vi ng
your title, e.g. Piki Gonzales(Ms) at the end of
your message.

I lookforwardto meetingyou...
Thi s i s one of the most common phrases
used at the end of messages.Note the -lng
form of the verb which follows look forward
to: I look forward to hearing from you.
I look forward to receiving the report.

DearSir/Madam- Yourcfaithfully
UseDearSir/Madam
in formalmessages,
if
you do not know the person you are writing
to. Dear Slris also used. This type of
message usually ends with: Yoursfaithfully.

SeniorManager
As thisis a first formalenail, the writer
includeshisnane andposition.ln wellestabl ished reIationships, with frequent
communication,
thisis not necessary.

ldffiftmqlcan
Brlti*h

dltlofrnGer
American

HiKim

HiKim:

Note:Americanstyle usesa colan (:) afterthe

salutationfor businesscorrespondence

(DearPiki:lDear
Sk:or
MadamiToWkomit May
Concern:
Yaursfaitttfully
Thisexpression
is not
usedin Arnerican
English.
Sincerelyilaurs
truly
wauldbe usedinstead.
frnalising
finatizing
(phone)
cellutar)phone
lnabile
policy
insurance
insurance
cover
(not usedin
{aloousedin British
American
English) Eng.lishl
(exists,but quesgons
(alsousedin
queries
notoftenusedin
BritishEnglish)
American
nglish)

Sasicla out
A standard lelter

Hardv
Heyward
-iJ:

7 NoginRoad
Shipsam
Northshire
KT3 49P
UK

?""

18April20#

ffi#;[

p**r,

I am going to be in AmsterdaminJune
i#*#l*n*t*iiwdi$sref!:$ffita**:fuls$ffi*g#rb:W
a meetil4'*i6r'yw
as you suggested.
and'il.wld like to.trrqe
#&,hau,e,manllaeff.pr-odr*t$ that I am surewill interestyou.
&*ld,.trmu..le* ne knon'ff you are availabld onJune5th or 6th?
* toot forward to hearing frorn you soon:
Yourssincerely,

lsatbel Hatvdy
IsabelHardy
Partner

A memo
To:

All Headsof Department

F r om :

Pa me l aN e w ma n

Date:

Directorof CorporatePlanning
.14 Juqe 20 -

Subject:

$gent visit

Joo, our Koreanagent,will be visiting the company next

#ryS#***t#ffiEun
Friday21 June. You are invited to meet her in the ConferenceRoom at 10:30a.m.
Eun Joo will give us the latest information on the Korean market,and she will
answer any questionsyou may have. There will be a buffet lunch at midday.
kesr*m

drs.you.wl#.

A group email
Suljr.t,
.
fi/at
D Attochmenlc:

ffiltm*';

for the annualdinner.Pleaselet me know what

ffi4i$ffi;lt!#ffi#leffir
you would likeby the end of this week.
ror the music.
i$ii{l*ffi;iitiffii;***iii$r****:"Anff!*iMtii$iiH
Thanks.
Klaus

Notes
DearMr Loelgen,
Note that some people prefer to write a
comma (,) after Dear Sir,Yoursfaithfully,etc.
It is now more usual to leave out the comma
in both formal and informal lettersand
messages.
Be consistent.lf you use a comma after Dear
John, use a comma after Yourssincerely.

It wasgoodto meetyouat the seminarin Paris.

Remindthe readerof the first or previous
contact.
Do yourememberthat we metat the Expo
presentation?
Wespokeat the recentconference.
... I would like to anange a meetingwith you ...
Openformalcorrespondence
with a clear
you
statementof why
arewriting.
I am writingto confirmarrangements.
I wouldlike to checksomedetailswith you.
We havemanynew products...
your main
The nextsentence(s)
contain(s)
message.
Otherpossibilities:
Itwouldbe goodto continueour discussions.
I wouldlike to showyouour new brochure.
Couldyou letme know il you are available...
Use couldto makepolite requests:
Couldyoulet me knowas soonas possible?
Couldyou call me?
I look forward to hearing from you soon.
Formallettersusuallyincludea politefinal
phrase.Otherexamples:
I lookforwardto meetingyousoon.
Lookingforward to your reply.
Pleasenotethat...
Pleasenotethat... is a commonway of
introducingimportantinformationin a
formalmemo.

Pleasecoilinn that youcan attend.

Otherformalpoliterequests:
Pleasereplyas soonas possible.
Pleasecontactme by Friday.
Dear all
A commongreetingwhenan emailis sentto
a group.Othergreetings:
Deareveryone
Dearcolleagues
Helloeveryone(informal)
Notethat groupemailscan alsobe sent
withouta greeting.
l've attacheda copy of the menu ...
Otherwaysto indicatethat you have
attacheda file/filesto your email.
Hereis the menu.
Thereportis attached.
lf you wantto be moreformalyou cansay:
Pleasefind attachedthe reportas requested.
Herewiththe filesyouaskedfor.
Laurent,can you make the arrangements...
Notehow we askan individualto do
somethingin a messagesentto a group.
Usea comma(,)or a dash(-) afterthe
person'sname;
John,pleasecall me whenyoureceivethis.
Sonia- can youforwardthismessageto Oliver.

ffidilcnncct
,Egeau*eernail is international,ths
differancssin BritishEnglishand American
,Eng,lioh
Syles ers becomingfewar (US
cmails may sometimesbe mors infomal
soms gEgtors
than UX emsifs),,However,
suchas fnancial, bankingand legalprefer
formality. ln thcse eases,addresspeople by
their titlee, avoid contractionsand slang, and
be conciseand to th6 point.

Fractice
1 Match tlfe opening greeting with the most suitable close.
h,

D ea rSi r

Fred

DearDrSomerset

Helloeveryone

(il
ii
i
ii
i
ii
i
ii
i
ii

Yours
faithfully
Allthebest
Bestregards
Yours
sincerely
Withverybestregards
Seeyou
Yours
sincerely
Bestwishes
Yours
faithfully
Regards

2 Tick the phrase in each pair which is more informal.

a i HiFausta
ii DearFausta

a
u
tr

bi Yourssincerely
ii Regards

I
T
T
I

ci No problem.
i i Thereis no problem.
di I wouldliketo inviteyouto visitouroffice.
i i Comeandvisitouroffice.

.I

ei Pleaseconfirmthatyogcanattend.
i i Letmeknowif yoy cancome.

fi

u
T
I
T

Thanksfor the dinner.

i i I wouldliketo thankyoufor the dinner.

Gomplete the sentences with a preposition.

ExAtptE:I amveryinterested
. ilt . comingto the seminar.
a

llo o kforward

b We met..

....hearingfro my o u .
. . theShanghai
seminar.

l'd liketo makesomechanges.

...

theprogramme.

Tha n kyou..

l'llse e you

....M0nday.....3p . m.

Ca llm e...

.mymobile.

Therewill be a buffetlunch.

l'veattached
thefilesyouasked

..yourmessage.

. . . midday.

Put the correct form, -ing or infinitive, in these sentences.

youcancome.
Please
.gp.\-+iH. . (confirm)that
ExlMpr"E:
. . . . (check)
a Canyou. .
thebrochure
forus?
b l l o o k f o r w a rd to ....
c

.. (re ce i velthe
document.

I e n j o y e d .....

.(me e tl yol austweek.

(visit)
willbe
d Mr Lahtinen
Helsinkitomorrow.
youletme. . .
e Could
. . . (know)
if everything
is 0K.
(go)yesterday?
f Howdidthemeeting
g I am

(write)to
askyouforsomeadvice.

h T h i si s t o . .

....(co n fi rm)o u rconver sation.

Match the two parts of the sentences.

1 l'mjustfinalising
a thefilesyouaskedfor.
2 Please
leteveryone
b fromHeadoffice.
just
3 l've hada message
c cometo the meeting.
youlastweek.
4 Please
confirm
thatyoucan
d meeting
e the arrangements
for nextweek.
5 Wemetrecently
6 John
f knowaboutthearrangements.
g
pleasemakethenecessary
7 | reallyenjoyed
arrangements.
h in the Londonoffice.
8 | haveattached
6 Order the sentences into a message.
An informal mesrage
findit thismorning.
a I couldn't
e
b l'll bebackintheoffice
f
g
morning,
lan.
c Good
you
yesterday?
Did
me
d
vousend themap
maovest(
h

Ma ija
Thefax numberis 9505142.
Couldyoufaxit again.
laterthisafternoon.

a
b
c
d

A formal rnemo
willvisittheofficeonFriday.
D e acr ol l e a g u e s
Wewouldlikeeveryone
Thisis to confirmthat Mr Tayama

e
f
g
h

Marcus
Kerimov
byWednesday
atthelatest.
Please
confirm
thatyouareableto attend
to meethimin Room
21at2:30.

7 You are the Human Resources manager in your company. You are
organising a one-day conferenoe on 'Health and Safety'. Look at your
notes below and then write a memo to all staff:
O inviting
themto theconference
(subject,
O giving
allthedetails
oftheconference
date,timeetc)
fora reply
O asking
O offering
to givemoreiqformation
if necessary
Write 4O-5O wolds, using the texts and notes in this chapter to help you.

OthaKrng
Some usefrrl phrases.
I haveseentheadvertisement
onyourwebpage.
youplease
Could
sendmesomemoreinformation?
youforyouremail.
Thank
I haveattached
form.
anapplication
Please
returnitto us.
Please
letmeknowif youneedanyfurther
information.
youthatwe areorganising
Wearewritingto inform
a meeting
inTokyo.
Canyoucomplete
thebooking
form?
Please
takea lookatourwebsite.
I lookforward
to hearing
fromyousoon.
Wewereveryinterested
to hearabout
theconference.
Weareanestablished
company
intheUK.
Weexport
to Brazil.
youinToronto.
Looking
forward
to seeing

I..

9-

\',

Messages
I
A first dontact fiom an indhlidual
rgl

DearMs Giles
:FlF and would like to apply for theg$,of
{*r*,r{i*xi:*t*:
iM,,gtLw
InternationalMarketingManager.I'fd:
cgti!3lt$.:irt,:liqqisqn.
I would be gratefulif you could send me an applicationform and some informationaboutthe post.
Thankyou in advance.
Yourssincerely
Jean-LucReigniers

An acknowledgement
t3l

DearJean-Luc
.i
lfi *,ffiand
T&rurkryutr$or your meit I m Blead.&#anhrq$'i
information about the post,flt.,&tl#"
Couldyou also completethe attachedquestionnaireand return it to us by the end of the week.
I look forward to hearingfrom you soon.
Best regards
SaraGiles
HumanResourcesManager

A rcply
l5l

G iles
Pleasefind attachedmy completedapplicationform and a copy of my SV for your information.
yow n$y.
l bch.furd.b
Best regards
Jean-LucReigniers

Ghasing up inlomation
DearJean-Luc
Thank you for your recentapplication.However,we havenot yet receivedyour completed
questionnaire.Couldyou pleaserefurn this as soonas possible.

Fffifu*l*hiffie,km.rrW*.
Bestregards
SaraGiles

A reply
{-l

DearMs Giles
Pleasefind attachedmy completedquestionnaire.
08120745614if you need any further information.
f$'!illuffi1*i*ttr*,ii*S1*H*
Lookingforward to hearingfrom you soon.
Best regards
Jean-LucReigniers

Nates
on yourweh
I haveseenthe advertisement
page...
Emailsgenerallyopenwittra clearpointof
reference.
Thanksfor youremail.
Wemet at the conferencelast week.
I readyourrepoft with interest.

...post...
wordforjobor position.
Postisan alternative
I amcurrentlyworkingas a Marketing
Assistantfor a puhlishingcompanyin London.
Sayingmoreaboutyour currentjob:
I havebeenworkingas a SalesAdvisorsince
May.
I havebeenin the ExportBusinessfor three
years.
I havebeena lecturersince2001.
Thankyou lor your email.
Thisis a standardresponse
to an email.
Whenreceivingan emailfrom someonefor
the firsttime you couldalsosay:
Thankyoufor your interestin our company.
We werepleasedto hear that youare
interested
in ...
I am pleasedto attach our online application
form...
Documents
sentwith an email areattached
ratherthan enclosedas they are with a letter.
Youcouldalsosay:
Pleasefindattached...
Pleasetakea lookatthe attached
file...
Theattachmentswill give youthe information
youneed...
... as requested.
Thisis a morecommonexpression
thanthe
alternative:
... whichyourequested.

. . .c v...
Th is is a doc um en tg i v i n g d e ta i l so f y o u r
educationand past employment, used when
applying for a job. lt comes from the Latin:
curriculum vitae.

I look forwardto yourreply.

This phrase is a standard polite close to an
emai l .
Alternatives are:
I look forward to hearing from you soon.
I awaityour reply.(very formal)

Pleaseletmeknowif youhaveany queries.

This is a polite, informal ending to the
message.You could also say:
Please contact us if you have any queries.
A more formal endi ng i s:
Please do not hesitate to let us know if you

requireanyfurtherinformation.
r is query.
Aueries
arequestions.
Thesingula
I apologise
for notsendingthisearlier.
YoucoulUalsosay:
I amsorryI didnotsendthisearlier.
I'msorrylforgottosendit.(informal)
Pleasecall meonmymohile...
in the
Notethe useof prepositions
sentences
aboveand below:
Pleasecontactme on extension232.
Pleasevisitour websiteat www.filton.ac.uk.
Youcan emailme at jlreigniers@emiclidc.com.

Erldil/Amrican
d{tornco
Amedcan
Bdtirh
...
I haveseenthe
I sawtheadvertisement
English
advertisement... Note:American
usually usstho simple
pasttense.

apalogise

apologize

cv

resumE
Noto: In Ameriean
EnglishCVis ucually
ressrvedfol acaderlic
applications.

Flaasesallmaan
ny nobile.

Pleasecallme on ny
cell phone.

Pleasecontactme
an extension
82.

Pleasecontactme at
extension232.

2
ilt$ssagFs
A firct dontact from a eornpany
liflr*trlu*ting to lnvllr Wu.ts e conhronccin Tokyo.This will be an excellentopportunityto
meet local suppliersand agents.
at www.iclwz.co.np where you will find details of lha
fkr&a.laot
af ourw*rlto
@dricftca rdudub and our online registration form.
Pleasedo not hesitateto contact us if you require any further information.
Yours sincerely
Minori Kishimoto
ConferenceOrganiser

A rrply
DearMs Kishimoto
We werevery interestedto hear aboutt&e,foft&coming conf,erence in Tokyo ad,,Miike
to attrnd I am pleasedto attach our completedregistrationform and look forward to hearing
from you soon.
Yourssincerely
GuillermoRavallo

A request for further information

cl
We havereceivedyour application
and are pleasedto informyou that we havereserved
form.
and somevideoequipmentfor you, as you requested
on your registration
g,csnFany,
-Oqdtl rul plrar tmd dr r fifty word *nnmary
for our conference
handbook,!ildn and'CIf&i urftik
Bestregards
MinoriKishimoto
Organiser
Conference

Intr,oducing dre eompany

Dear Ms Kishimoto
Thank you for your email.Hereis a suilnary of our companyfor the handbook:
|[{fh rs'c{H*:cffid
cs@f
in tb UK with over thirty years'experienceof providing
managementtraining for the qMffidnS
and narvice iildustries,
We can providea rangeof faining programmes,otr-site, at a ysiltls in the UK, or online,at a
competitiveprice.'
I hopethis is acceptable.If not pleasedo not hesitateto contactme.
lnoking forward to meetingyou in Tokyo.
Best regards
GuillermoRavallo

Notes
Weare writing to invite youto a corrterence...
ln formal written communicationsit is more
common to use the full verb form We are
writing rather than We're writing. Companies
wiff also use We rather than /when
contactingsomeone for the first time.

Pleasetakea lookat our website...

is:
An alternative
Pleasevisitour website...
Youwill find our websiteat ...
... the conferenceschedule...
This is a detailedplanof what will happen
andwhenit will happen.
Notethat an itineraryis
the detailedschedule
or planof a visitor trip.
. .. the forthcoming conference . . .
happen
Somethingwhich is forthcomingwill
soon.
... and (wel would like to attend.
Noticehow it is not necessaryto repeatwe
in this sentence.
... a stand...
At a conference
or exhibitiona standis a
smallareawherea companycandisplayits
productsor giveout informationto visitors.
Couldyou please sendus a ... summaryof your
company...
is:
A moreformalalternative
We wouldbe gratefulif you couldprovideus
witha summary...

Wearean estahlished
companyin theUK...
Otherwaysto describea companycould
include:
Weare a largemanufacturing
company
in ...
specialising
Weare oneof theleadingproducersof ...
Weare the leadingexportersof ...
... manufacturingand senice industries.
industrymakesproductsto
The manufacturing
for examplecars,
sellto customers,
telephones,
clothes,
The seruiceindustryprovidesservicesand
adviceto customers.Forexamplebanks,
travelagents,shops.
... on-site,..,
On-sife
trainingis whenthe trainergoesto
workplaceto givethe
the customer's
training.
,.. venue...
A venueis the placewherean event(suchas
a conference
or meeting)takesplace.

Brftish/ftneriean
British
a stand(tor
conferences)
experience
of ...ing
organiser
programmes

American
a booth;an exhibit
experience
in...ing
organizer
pr0grams
{Note:This American
spellingof programsie
usedin BritishEnglish
but only to refer to
computerprograms.)

A summarygivesthe most importantfactsin

a briefway.
... by the end of the week.
By theendof theweekis usedto say when
exactlyyou want somethingdone. Other
are:
alternatives
... beforeFriday.
... on Mondayat I a.m.
... withinthe next24 hours.
... in an hour.

dllleruncce

venue
(not used in this
way in American
English)

In AmericanEnglish
locationor sifewould
be more usual.

speciatising

specializing

Fracti
1 Gomplete the sentences with a preposition.
goods.
We area leadingexporter.gf . electrical
EtoMptE:
...a F in a n c ia lA d v is o r.

I a m currentlyworking

I wouldliketo apply

I h a vebeenworking.........Fra mc o s in cMa
e rc h .

I enclose
an application
form

I wouldliketheworkcompleted
..

me. . .
Please
telephone

Pleaseemailme

We area largemanufacturing
company
specialising

. . . the position
of ChiefExecutive.

. . . requested.
. the endof theweek.

003957234698.

. . . sjwood@uh2mx.com
for anyfurtherinformation.
. . . glassware.

2 Match the words with the correct definition.

i

youaskto getinformation
0uestions
or to check
something
is trueor correct.

stand

itinerary

youneedfor a particular
Thetoolsor machines
activity.

equipment

A smallareaat a conference
wherea
or exhibition
company
canshowits products
or giveout
information
to visitors.

queries

post

IV

Theplacewherean eventtakesplace.

A detailed
schedule
or planof a visitortrip.

venue

.vi

A job or a position
in a company.

Fill in the gaps with words from the box below.

"A*neomirf

summary questionnaire

on-site range producer service

in 0hio.
ExlrMITE:
We are pleasedto inviteyouto our .f.qrfh99.tflthg. conference
a

programmes
We canarrange
training
either.

produces
a wide
Ourcompany

We aretheleading

The

Canyoupreparea short

youcompletethe
C ou ld
attached . . . .

. . or online.
. . . of products.

. . . of carsin Germany.

. . . sectorincludes
businesses
suchas banksandtravelagents.
. . . . for the monthlyreport.
. . . . a n dre t u rnit a s s o o na sp o s s ib le .

4 Match the two parts of the sentence.

lf youhaveanyquestions

to informyouaboutournextexhibition.

| lookfonruard

at ourwebsite.

Wearewriting

foryourrecent
application.

Wewereinterested

please
to contact
me.
donothesitate

Please
takea look

in Madrid.
to hearaboutthe
conference

you
Thank

sendmesomefurtherinformation.

youplease
Could

youin September.
to meeting

Put the sentences in the correct order.

1

Please
takea lookat ourwebsiteat www.conzfi.co.kr

We arewritingto informyou

Pleasedo nothesitate
to contactus

whereyouwillfindfulldetails
of theconference.

thatwe areorganising
a conference
in NewYork

Wewouldliketo invite

attheendofthe month.

yourorganisation
to attend.

if yourequireanyfurtherinformation.
D ea rC olleague

y.ah.
.?..We. e. wrilih.q.to. inf prq4.
^y

Yourssincerely

JeorrgmiSeo

6 Match the statement in A with the response in B.

A
B
1 | attach
ourcompleted
registration
a Wewereinterested
to hearaboutthe
2

formfortheforthcoming
exhibition.\
| wouldliketo applyfor the postof
Finance
0fficer.
your
We havenotyet received
form.
completed
application
Wewouldliketo inviteyouto our
in London.
conference

conference,
andwouldliketo attend.
you
Thank foryourapplication.
We
havereserved
a standfor youin the
ma inh a ll.
Thankyoufor youremail.I am
pleased
to attachouronline
application
form.
I apologise
for notsending
thisearlier.

7 Read the email and notice below and then complete the booking form.
Write a word or phrase or a number on lines 1 - 5.

From'ffi
dl To:

Jahn$mith

Can you completethe attachedEquipmentBookingForm for the

conferencethat you are organisingand return it to the Technical
Department.I will do a short introductionso I will need a laptop and a
projector.Checktheprogramme to see if we need any other equipment.
Let me know if you need any more informationfrom me. I will be in
Room 412 all day today.
Thanks.
Equipment

Booking

C o n ference' l ' i tl e

(1) ...

Name of Organiser (21

Equipmentrequired (3)
Date needed

t4l

Venue

(5)

Form

Arran
Some useful phrases.
if youcouldvisitourcompany.
Wewouldbeverypleased
letus knowyouravailability.
Please
Areyoufreeon Mondayafternoon?
C anyo usen dm ea mapplease?
to ouroffice.
l'veattached
a mapanddirections
SeeyouFriday.
I lookforwardto seeingyoutomorrow.
fortheChina
an itinerary
trip.
l'veputtogether
morning.
I'mtakingthe7:30flightto Paristomorrow
l'mwritingto confirmmyhotelreservation.
l'm sorry| wasn'tfree.
in Paris.
l'vebeendelayed
hisflight.
He'smissed
l'll be awayfrommyofficefor a few days.
I triedto ringyoubackyesterday.
Th en u m b ewa
r sengaged.
l'll callagaintomorrow

Arran tn a visit
t

Ar inYltetion

We were interested
to hearthat you will be in Japanfor the International
Motor
Conference,and $tp, 4ii${*:*,*l*M,,,ff
during you r
,lliffitffi
stay in Tokyo.
Shtft-l|t,f**M,ffi
and we will arrangea tour of our factory.
We hopeto havethe opportunityof meetingyou soon.
Yourssincerely
Mr TaroSato

Replying to an inuitation
DearMr Sato
f!x* ycs for tlta ia$ta,th$, ft*,rV,ilSt,W$.r,:Wffi$;I woutdbe veryinterestedin seeingyour factory,
as I haveheardexceltent
reportson yourlatestproduction
line technology.
I witt be availabte
on 6th Mayif this is convenient
for you.

r&*&ftsd,to$lr
Yours
sincerety

*fl

on.

MsG[oriaDunn

A confirmation
Hi J ohn
rls{r$dt!ot!
on Friday May 31 at 10 a.m.
&$t,**rttry
lf you come to receptionand ask for me, I will meet you there.
lf you need to contact me, pleasecall me on my mobile (07975639400).

Ssrqym,ffiffi3
Regards
Kevin

Sending directions
DearMissBromtey
you areableto visit us on 21st.$t*i$
I am pleased
caseyou needit. Ptease
let me knowwhenyou hopeto arrive.

f with directionsto ourkdtftll, in

Whenyou arriveat the maingate,Securitywitt give you a visito/s pass.FdlifiS #iilf#ilffilt*SlffiiHl*

whereI havereserved
a car parkspacefor you.
Loohngforwardto meetingyou nextweek.
Regards
JacobLetterman

Ghasing up information
DearMissBromley
l'm just finalisingarrangements
for your visit. ,ffils.lffii

ffidi*$n;

Bestregards
JacobLetterman

**{*;**.$ [

Notes
... we wouldhe verypleasedif youcouldvisit
...
ou company
Othersimilarphrases:
Weare holdinga conferencein Londonand
wouldbe verypleasedif you couldattend.
We wouldlike to inviteyou to an evening
reception.
Thisis the formallanguage
of invitation.
Moreinformalwaysto invitepeoplewouldbe:
Pleasejoin us for lunchtomorrow.
Wouldyoulike to visitour new factory?
Pleaselet us know your availability ...
Thisis a formalway of askingwhenyou are
free.Youcouldalsosay:
Whenwouldbe convenient?
Are youfree on Tuesday?
Thankyou for the invitation to visit your company.
Thisis a formalreplyto an invitationfrom a
new contact.Also:
I was verypleasedto receiveyourinvitation.
A moreinformalreplywhenyou knowthe
personwell:
Thanksfor invitingme.
Thanksfor the invite.
I look fonuard to your confirmation.
Youcanalsosay:
Couldyoupleaseconfirmthis?
Canyouconfirmas soonaspossible?
Just to confirm your visit to us ...
details.
Thisis an informalway of confirming
would
be:
A moreformalway of sayingthis
I am writingto confirmdetailsof your visitto
our companynextweek.
Seeyou Friday.
Thisis an informalendingto an email
A more
a plannedmeeting/visit.
confirming
formalendingwouldbe:
I lookforwardto meetingyou on Friday.
I am attachinga map ...
Detaileddirectionsare oftensentas
lf directionsarevery short,you
attachments.
couldsay:
Leavethe motorwayat Junction14,turnleft on
to theA37.Ourofficeis onemilealongthis
roadon the left.

facility
the
Thisis oftenusedto meana factoryor
placewhere a product is made.

Followtheroadaroundto themainreception...
for giving
Otherusefulexpressions
directions:
Followthe mainroadinto town,and you will
find us on the right.
Stayon thisroaduntilyoureachtheHotel.
Keepgoingstraight.
Turnleft at the station.
Gostraightalongthe corridor.
Do you know when you are planning to arrive
yet?
Moreinformal:
Anynewsaboutwhenyouplanto arrive?
Moreformal:
Pleaseadviseyourarrivaltime.
British/Ameriean
British
Itried to ring you
backyesterday.

difi elences
American
I triedto callyou
backyesterday.
{Alsousedin British
English.)

Thelinewasbusy.
Thenunberwas
engaged.
finatising
finalizing
Some difference* in giving
directions
Leavethematorway Leavethefreewayat
at Junction14.
exit 14.
Onemilealongthis
0nemiledownthis
road.
road.
lDownalsousedin
BritishEnglish)

Alongthecorridor
for 100
Ao straight
metres.

Downthehall.

Keepgaing for a
block.
Note:metricdistancesare not usedin the
are
US.In townsand cities,distances
expressedin blockstthe digtancebetween
two streetsl.

]nent$
Anangifig

an itinerary

,' Can you let me know what you think about it?

fif$trei

1{1c,,qffi:*n]ffir{w*i,#sl$,
Tuesday 22
llftpa,ftom ffisr at 11:05 on fliglrt llll$,
Afternoon visit to Salford site
Overnight stay at Hilton Hotel,Salford

arriving Manchester at 11'25

Wednesday23
Plnk up by company car at 08:flt
All day visit to Newcastleon Tyne site
Ret u rnfl i g h t to Mi l a n d e p a rti n ga t 17:05on fl i ght 8467, arri vi ngat 19:20
A llt he bes t
M ic helle

taking

a booking

Simon
&&U.for the Bertinmeeting.Doyou want to travel with him?
$flffi:
on Wednesday
morning,and there'sa returnflight on
il*i
iffi*;St&s.
Thursday
eveningat 17:00.
a',@,
t Let meknowif this suits
44t .
you.
flm.

Hotty

Gonfirming a reserration
Dear Ms Tourelle

|l***i, t li*' f f i. c n m ffd * ts * ' ffi ma d e b y p h o n e t hi smorni ng,fortw osi ng| e

rooms at the Hotel Sorbonne on May 26, for Ms Scheelenand Mr Moura.
They will arrive at the hotel at about 7 p.m. and they would like to have dinner at 8 p.m.
Could you pleaseemail us a map and directions?
Yours sincerely
J am es E v ans

Ghecking trauel arrangements

1:e
Dear David,

$im&L:ffil*r*ftx*kit*tt: .
a
!t**iffii[*lif*hic1

lr.

,,re.pleqser
flighttoBerlin?
,.ffi,ontomorrow's

Has Franz organiseda companycar to collectme from the airport?

kt me know if thereareany problems.
Thanks
Jo

Notes
I've put togetherthefollowing itinerary.
An itineraryis
the detailedtimetableof a visit
verbs
canbe usedwith itinerary:
trip.
Other
or
Theagent haschangedthe itinerary.
I've fixedthe itineraryfor our Japantrip.
We need to finalise it today.
Youcanalsosay:
We'llfinalisethe detailstoday.
Canwe finalisethe scheduletoday?
Departurefrom Milan at ll:(E on flight 8A68,...
Notethe followingprepositions
of placeand
timewhentalkingaboutarrangements:
Theplane departsfrom Paris4 8:00.
I'm travellingon FlightKLM646to Osaka.
We'releavingg! midday.
I arrivea'tTerminal
3 gt l9:00.
Pick-up hy company car at 8:N)
meaning
To pickup is an informalexpression
to collect.
An airportpick-upcan be arranged.
l'll pick youup at the station.
I'n booking Don'sflights today ...
We oftenusethe presentcontinuoustense
to talk aboutfutureplansand arrangements:
I'm goingto Parisin the morning.
I'm meetingthe FinanceDirectorat 2 p.n.
I'm catchingthe earlytrain.
TheLufthansaflight leavesLondonat 7;30...
We oftenusethe presentsimpletenseto talk
abouttimetables:
Thetrainarrivesat l8:00.
Theconferencestartsat I a.m.tomorrow.
Coachesleavethe airporteverythirtyminutes.
ShallI reserueyoa a seaton the sameflights?
and
Shallisusedin offers,suggestions
requestsfor advice.
ShallI finishthe reportfor you?
Shallwe meetfor lunch?
Whatshallwe do abouttheproblem?
I am writing to confirm the reservation,...
Otherverbsusedwith reservation:
l'm writingto changemy reservation.
I'm afraidI haveto cancelmy reseruation.
CanI checkmy reservation?

Couldyoucheckout the following for me

please:
Tocheckoutsomethingis an informalway of
sayingcheck:
Canyou checkthe followingfor meplease:
Canyou checkout the flighttimes?
Youcan alsocheckoutof a hotel,meaningto
payand leave.
Weneedto checkout before7:00to catch our
flight.
Hasthe airline reseruedan aisle seatfor me ...
Otherquestionsyou can askto check
arrangements:
Did youreseruea windowseatfor me?
Haveyoure-confirmedmy flight?
Didyoubookan economyticket?

ffirruEcel
Bdthh
+ American
departing
Note;The 24-hourclock ie
calledmilitarytime and is not
at 17:05
a booking/
to book
travelling
midday

I'vefixedthe
itinerary.
single(ticketl
In a hotel:
reception
a single/
daubleraam

gnneralfuus$d!nthe U5. Times

are nsted with a.m. and p.m.
reserue
a reseruation/to
talsousedin BritishEnglish)
traveling
noon
Note:ln AmericanEnglish,
middayindicates
a periodof
time in the eady afternoon,
from about noon until 2 p.m.
l've seilmadehe itinerary.
one way fticketl
front desk
Note:hotelsin the US use
vsrytng terminology but these
are ueual:
a singlea a roorn with one
dsublebed
a daubls* a room with tvvo
double b*ds
* a room with one
I QUQEB
queoneizsbed
a king* a loom with one
king eizebed

nr0ssa
Leauing"a message
Li Juan
youfor yourphonecatlthismorning.
Thank
*
.&l
i *!ffi#h*f*
Youcancatlmeat the officeon
arrange
a meeting,
butSF
!Ef,![f
ffi,'ffito
3:30- or on mvmobite
07050234768.
02070017444- bestbefore
Sue
Passing

on a meooago

DearAndreas
JayneEaxt'ercatledtoday. 9trdo bawtd&*d ln thatqhal, eo ehe'llmieethe dinnerthia eveninqwith
you and Mr Ho Lim. Canyu Atvahs ry&gba, *r*?
Canyou alaotetl Mr Ho Limthat. ihcru *r *# W*ta *etdr. fa fa,{,Si} ryiththc contract?Wtit*
fi#lthnrtar&f& pbrw at. the hotel?
Linathi

Forwarding

a meosage

Sandy
:dMtrl@:*sr
Hope you had a good break in ltaly.#*
l
l*#fiikdt*l*over the weekend - we can then discuss it on Monday.
Bye for now
Stefan
Message-Original
From: Wall, Helen Imailto:Helen.Wall@ie23c.coml
Sent: 29 August 17:37
To: Stefan Ruiz (E-mail)
Subject: ltinerary for Swedish Trip

DearStefan
l'm attachingthe draftitineraryfor Sweden.
Let me knowif you want me to arrangeany othervisitsfor you.
Helen

Ar acknowledgment

iffi*mfu*;;ftmffif*ir,&ik*
It looksfine,but I'll gothroughit carefullythis weekend
andwecandiscussit onMonday.
*t6#*!:*Wf,i[#;{iiffilii#iiryi*ffi &:
Sandy
Alr automatic

email rcply

*d*fiffil
EveWheeler
on 0590 4779456.

If you needan urgentreply,pteasecontact

Notes
l'm sorryI wasnTfreeto speak.
for not beingableto talk:
Reasons
I was on anotherline.
I wasin a meeting.
I was out of the office.
lwasn'tfreeis informal,meaningI was busy.
Are youfree?meansAre youdoinganything?
Also:Are youavailable?
I tried to call you back this afternoon...
telephone
Tocallbackis to returnsomeone's
call.
Canyou call backtomorrow?
I'll askher to call youback.
I triedto returnyourcall.
... the numher was engaged.
This phrasemeansthe sameas thenumber
wasbusy.Otherreasonsfor not beingableto
reachsomeone:
Therewasno reply.
I had the wrongnumber.
I couldnTgetthrough.
She'sbeendelayedin Shanghai...
Someotherreasonsfor not beingavailable:
She'sbeendelayedatthe airport.
He'sbeenheldup in Paris.
He'smissedhisflight.
Can you give her apologies, please?
Youcouldalsosay:
CanyousendSara'sapologies?
Pleasegiveher apologies.
Canyouapologiseon her behalf,please?
... there are still somedetailsto soft oat ...
or problems.
Tosottoutisto solvedifficulties
I'lltry and
There'sbeena misunderstanding;
sortit out by tomorrow.
We'vesortedout the computersystem.
Canhe call her tonight,please?
you can
Someexamplesof othermessages
passon:
Pleasecall Sallytoday.
CanJohnfaxthereporttoFranz?
Pleaselet himknowDavidwill be late.

l've justreceivedthedraftitineraryfor Sweden

fromHelen.Havea lookat it ...
Youcouldalsosay:
Takea lookat the itinerarywhichHelenhas
sent.
I'm forwardingan itineraryfron Helenfor you
to lookat.
Thanksfor this, Stefan.
To confirmthat you havereceivedsomething
you cansenda simpleThankyou.
Youcouldalsosay:
Thanksfor sendingthe repoft.
Manythanksfor the salesfigures.
Letb say l0 a.m. in my office.
Thisis an informalway of makingan
Youcouldalsosay:
arrangement.
Whataboutl0 a.m.in my office?
Canyounake l0 a.m?
Howabout2 p.m.tomorrow?
I shall be away from the office until 2 July.
Automatedemailrepliesare usedwhen you
knowyou will be out of the officefor a
periodof time.Otherpossibilities:
I will be on leaveuntil22August.
I will be awayon busrnessuntil2 May.
I will be out of the officefromMonday2ndJune
untilMonday9thJune.

ffidllcrsrecc
Britirh
Thenumberwas
engaged.
Thereare stillsome
dstailstosaftaut
thedraftitinerary
apologise
l'lltry andsortit out
by tomartow.

Ameriean
Thelinewasbusy.
Therearestillsome
de{ailstotake
eareof.
a draftsf theitinerary
apalogize
t'lltry andtakecare
sf it tomorrow

Practice
1 Gomplete the aentences A to D below ueing the words in the box.
*co*finTr
contact

a
b
c
d

attend
queries

22ndJuly
nextweek

pleased
invitation

stay

office

single

August

ir.

l ' dl i ke to .q p .\fi f$ ..th e

re se rvation
for a.....
. r oomon...
,
Wewouldbevery
if youcouldvisitus
d u r i n g yo u r..
.... i nTor onto.
Pa u l i so u to
thfe ...
...thisweek.
Please
...... Mar ia
on3650899
ifyouhaveany...
T h a n kyofourth e ...
... totheconfer ence
in....
I willbepleased
to . . . .

Match the two parts of the sentences

affangoments.
1 Wewouldbeverypleased
a
2 | lookfonrvard
b
3 Wewouldliketo inviteyou
c
youplease
4 Could
letmeknow
d
you
5 l'vereserved
a seatfor
e
6 Canyouconfirm
myreservation
f
g
7 A company
carwillpickyouup
8 | haveorganiseil
theitinerary
h
I Youcancall.mp
to$orrow
i

used in making
to yourconfirmation.
if thisis convenient?
onthe9:15flightto Paris.
for a doubleroomon 26thMay?
if youcouldvisitourcompany.
at the airportat 7 p.m.
foryourChina
trip.
between
I and10a.m.
to an eveningreception.

Put these sentenees into the correct order.

a Ourofficeis located
of posite
thebusstation,
nexttotheMarlinHotel.
yourvisitto usonFriday
b Justto confirm
14that9 a.m.
please
c lf youneedto contact
meforanyreason,
callmeonmymobile
071186
34521.
youonFriday.
d Looking
foruvard
to seeing
e Bestregards,
Francis
f
Whenyouarrive,
askformeat reception
andI willmeetyouthere.

r b. .Jt'..s!.tp.
sq$.,."n
.y9hy.vis.r!.ts.
nr.ql.Fri4ny..lt nt 1.*w. .

Complete the sentences with a suitable preposition.

ExIMITE:
Wewill pickyouup .by . company
car.
a

G ostr a ig h t

....the corridor.
Herof f icis
e ....

t h ele f t .

l'llbe ..... Madridnextweek.

l'llstay.. . . . t h eMo d e rn o .

meetyou
. .. . . Terminal2 . . ...mid n ig h t .
O urd r ive r will

Th e r ei s a fl ight..... P aristwice
a day.

l'vefixedthe itinerary
. . . . . the Braziltrip.

l'm tr ave lling.....flightB A 248.....

Mad rid .

Gheck each aentence. ls the preposition in italics cofrect, incorrect

or not necessary?
Theywill be arrivingffthehoteltonight.
ExnilplE:
a

EvaGonzales
is arrivingfromMadrid
tomorrow.

I didnotknowthat Heidiwasvisitingfa Bangkok.

is staying
ErikSharman
aftheGrandHotel.

I will contactfo Neilfor hisapproval

of thisbudget.

is finalised
Theitinerary
fromtheBerlintrip.

rnwriting?
Couldyoupleaseconfirm

Heis offfromhisdeskatthemoment.

Theflightleaveson 19:00.

Read the memo and email below then complete the Travel Form.
Write one word, phrase or number in each numbered space 1 to 5.
ffiffir u e ffitrffiwesga'#*s&
To:
From:
Date:
Re:

JaquesDuval,Finance
RobertaBenetto,Marketing
21st May
My visit to Beijing- to attendAgentsWorkshop

Canyou lookthroughthe flight detailsfrom TravelWorldand completea

TravelFormfor me, requestingthe flight which arrivesearlyin the morning
of the 18th. Couldyou organisepaymenttoday please,by creditcard?

Thanks Rts

BritishAirways

AF 202

DepartureLondon Heathrow
Arrival Beijing

17 June 11:45
18 June 08:15

BA148

DepartureLondonHeathrow
Arrival Beijing

17 June 21:00
18 June 17:00

AF 203

DepartureBeijing
Arrival LondonHeathrow
8A149 DepartureBeijing
Arrival LondonHeathrow
Can you confirm within 48 hours please.
Thanks
Sophie
TravelWorld

Travel Form
Traveller Details

Name

..R.o.bgrt*Eg.\e!tq

Department
Purposeof Visit
Travel Details
Flight from

.....London

Flight to
D e p a r t ure D a td T i me

.....3

R e t u r n Da td T i me

.....28June....

Airline
Cost

. . . . . el 0 0 0

M e t h o d o fP a yme n t

.....5

28 June
28 June
28 June
28 June

10:25
17:30
13:00
20:00

Some usefirl phrases.

We needto setup a meeting.
Howaboutnextweeksometime?
at 10a.m.in myoffice?
WhataboutTuesday
Arewe still0K for Friday?
We couldhavea workinglunch.
themeeting
onthe lTthin Prague?
Canyouconfirm
you
get
backto metoday?
Can
It'sin mydiary.
for Monday?
Canwe reschedule
itemstodayplease?
Canyouletmehaveallagenda
We'llneedto circulate
theagenda.
Letmeknowif youwantto makeanychanges.
We'llneedto rearrange
theprogramme.
l'veattached
the minutesof the meeting.
to readthe actionpoints.
I was interested
Thankyoufor yourcomments.

C,Atr1*t

REsCHtrIilLE

FOT]-MONPAY I

,:,,.1
(il
I
!

,:
1"1
a

Settin u a meetin
Suggesting a meeting
Eduardo
l Nt i :ffiffi*

as soon as possibleto discussyour new contract.

Kate

Suggesting a date, time and place

Kate
I leavefor Spainon Wednesday,
so we'[[needto meetbeforethen.iltfh$tri* !,1ilH*,*&n*
I pffiuffiiiffinl
t? llh g'glldt**rr,rnrltng ktt$.
Canyougetbackto metoday?
Eduardo

Dear Mr Sato

1:w6tiil#*ffi$l&wld:

IUq*;

n::l#i|sr-

as you suggested.
eimr.-*:irr,srH**&

i I will be with one of my colleagues,Miss Ashley,our new ProductionManager.

$:&wnft*,!${:,**{4@,

Best regards
Ms Sue Winter

Confirming a meeting
Marija
lt&ffi;,W4l,m
tfu,?,1e*'In,Sonn? It's in my diary but I havehad no
6 ;;ls ll${i*
information about it. I know therewas a possibility of postponingit.

filh*Mi

lffiffi##&ewm.&drn',

Regards
Piers

ft/Isr Y!* r#ri d* rm

To:
all senior managers
From: Rick Lovell, Chief Executive
Date: 20 December
We have a serious problem with the packagingof one of our products.
with all senior managers at 2 p.m. this afternoon in my
*,lffiiffiffi
l
office. ffi#iiffiffi
ir*,!&* *
, decide the
actionwe need to take and discusshow to managethe Media.
Pleaseclear your diariesfor the whole of the afternoon.

RL

Notes
Weneedto setup a meeting...
is to arrange
Tosetupa meeting
or organise
a
meeting.Otherusefulexpressions
for setting
up a meeting:
I'd like to meettomorrow.
Weare holdinga meetingat 2 p.m.
Therewill be a staff meetingtomorrow.
How ahoutnext week sometime?
Thisis a usefulinformalexpression
for suggesting
a meetingwithoutgivinga
specificday or time.Youcouldalsosay:
Howdoesnextweeklook?
Canyoulet me knowyouravailability
nextweek?(moreformal)

I
I

Whatahout Tuesdayat I p.n. . ..

This is anotherinformalway of
suggesting
a meeting.Also:
HowaboutTuesday
at I p.m?
Moreformalsuggestions
are:
Are you availableon Tuesdayat I p.m?
CanyoumanageI p.m.on Tuesday?
ls I p.m.on Tuesdayconvenient?
... inthe canteen?
Otherprepositions
to describelocation:
We'llmeetin my office.
Theconferenceis at CleveHouse.
We'llneet on platformtwo atthe
station.
We could have a working lunch.
Aworkinglunchiswhen you carry
on workingwhileyou are eatinglunch.
I would he very pleasedto visit you next
Tuesday,...
This is a formal/polite
way of agreeing
to a suggestedmeetingtime.
3 p.m. would be fine with me.
to show
Otherinformalexpressions
or agreement:
acceptance
3 p.m.is 0K for me.
3 p.m.suitsme.
3 p.m.is fine.

I look lorward to seeingyouagainnext week.

It is usual to confirm arrangementsat the
end of the message.More informally you
can say:
See you next week.

Canyouconfirmthemeetingon the21stin
Bonn?
This is useful for confirming or checking
arrangements.More informal:
ls nextTuesday'smeetingin Bonn stillon?
Are we still 0K for the 2lst?

Weneedto finalisearnngementstoday,
Youcan useneedtopointout the importance
of something.
Weneedto contacthimimnediately.
Youneedto checkthe detailscarefully.
I want to meeturgently ...
To pointout the urgencyof somethinguse
vocabularysuchas:
We'llhaveto do thisimmediately.
Thiswill needimmediateaction.
Thisis a prioriU.
Thd parposeof the meetingis to hrief you on the
prohlem,...
Tobriefsomeoneis to give informationabout
something.

Bririrft/fncrican

dilcrormr

::1:.,, [i16fl;6[
'
B*tlah
cantasn ,:'.:. ,gpt6(t@iql "'
;:
(also ueedin British
Engtish)
lft in my diary.

lfs in ny datebooAcabndar.
Note:In AmericanEnglish
a diary @r journallis a
book in which you write
' down the thingsthat
happento you eachday
(alsoin BritishEnglish).
:",rrlffi$'}iigEg-,an'
'." 'Wa'l!neeton/attr:ack2 at
platrorn 2 at
he train station.
the statian.
e

a meeti

Settin
Setfingf tlre agenda

Dearall,
for Friday's
meeting
andlet me knowas soonas possible
Canyouhavea lookat theagenda
if youwantto makeanychanges
;ih,
iil# ;#Wffi
anyreason.
iffifor
Meeting
MonthlyReview
- Alrrdr
4 August
Time:
10:00
Room2
Conference
*ffi,iiiii

l: SP IM JK BH RA
Sffifitr#I$ffi
1 ffiffiWffi
2
3
4

ffi}ffi';roding
Reviewof 2nd quartersales
for nextquarter
Salesprojections

5 f,oB
6 S**{;:ngt mq*liog
Thanks
Dan

Ghanging

lfre agenda

To:
ExecutiveTeam
From: DonWiLtis
Date: 21 October
SubjectAgendaitem change
for this week'ssatesmeeting.As Sharon
ffi*tfr*i#r*t tiffi{i{
Despoiswitl be away,I:i*lii1*: ia
ffi#ik$'{ildlr
Wenowhavea stot to discgssCustomer
SeMce.Coutdyou a[[ thereforesendyour reportsto Jane

bywednesdav?
ffiliwlrdtsi:ffirt{t*lfi*h*fi$$
ilegotiating changes
Emma
meeting.Unfortunately,
Youaskedmeto presentthecostsfor theCP2modelat tomorrow's
ffi
I
not
figures.
today,
so
am
able
to
access
the
kl**;
*
W
ffiffii'

EW*ti

iWe

g?

Martine
Finalising arangemente
managers
To all departmental
Canwe meet in my office tomorrow at 8:30a.m?l*t
the staff inductionday on Monday?
#lffifor
we are expectingmore than 25 new employeessoi#*ffit*,*

ffii
Jim Downs

}ffiffi*
ilmffi:dffi

Pleaselet meknowin advanceif youare

unahletoattend...
I amunable
to attendis a formalwayof
sayingI can'tcome.
ln advance
meansbeforehand.
Agenda
An agendausually shows date, time and
venue as well as all the items for discussion.

Venue:
The venueis the placewhere the meeting is held.

Participants:
fhe participants
arethe peopleattending
the
me et ing.lt is us ualt o i n c l u d eth e n a m e s o r
initials of the participants.

Apologies
The first item on the agenda is usually
apologiesfrom people who can't attend.

Minutesol lastmeeting
Theninutes
area summary
of thepoints
discussedand agreed at the meeting.The
chairpersonusually circulatesthe minutes of
the last meeting to everyonewho was
present:
l'm attaching the ninutes of the last meeting.
Here are the minutes of Friday'smeeting.

AOB
Thisis
A08 standsfor anyotherbusrness,
alwaysthe lastitem on the agendato
discussany otherissues.
Dateol nert meeting
Note how the articlethe canbe left out when
writingin noteform:
(The)Minutesof (the) lastmeeting.
(The)Salesprojectionsfor (the)nextquafter.
Pleasenotethe changeto item2 on flte agenda. ..
An agendafor a meetinghasitems(subjects)
whichare discussed.
Pleasenoteis a formal way to point out
Youcouldalsosay:
changes.
Pleasenotethat item2 on the agendahas
now changed.

.. . I havemovedthe lnternational
Strategies
paperto nert week.
ltemson the agendacan be moved.Other
verbsto usewith agendaare:
Pleaseadviseif you wantto makeany
amendments
to the agenda.
Thereis a changeto item3 on the agenda.
Couldyoudtaft an agendafor Fridaybmeeting?
Shewill circulate theseto eyeryoneprior to the
meeting.
Tocirculatepapersis to passpapersaround
to everyone.
Priortolsa formal expressionlor before.
... out compatet slstem is down ...
Tobe downis an expression
which means
not workingwhen usedfor computers.
ls it possihleto put this on the agendafor
Monday's meeting?
Youcouldalsosay:
ls thereany chanceof puttingthison the
agendafor Monday'smeeting?
thisat Monday's
Wouldit be possiblefo dr.scuss
meeting?
l'd like to run through the final anangements ...
Torun throughsomethingis to look at the
detailsto makesureyou arefamiliarwith
everything.
Youcouldalsosay:
go
Let's throughall the final arrangements.
for tomorrow.
Letbgo overthe finalarrangements
... we need to ensurethat everything runs
smoothly.
Torunsmoothly
is to workwithoutany problems.

vgnug
Apalagles
A08:

pfosentarabse*t' '
:
OtherN nfinished husiness
fum
tupic
etaffinductlan newenptow, orienationday
' r.,. :r:,l:: :i..' .i;r'!ri:'ri,rtilt,iitt'.;';1':::;',1.:,
dry.

r.lp
frAqm[i
ngfoIla,yytinutes

of a teeting
Minutesof MarketingManagersMeeting
Friday6th April
Conference
RoomC

Present:
Don Room (Chair),Yu Liang, Martina Lenka,John Dawes,Doris Gonzalez,Jo Dent
A oologies : J am i e J o h n s
i$trlf

Completion Date

YUMUDG

ongoing

ML

24th May

JJ

8th April

1
Sales up by 25 per cent.
ito DR.
2

Marketing Activity
(i) Trip to CzechRepublicMay 13-19.
S{f&CIto team - 24th May 10 a.m. Room C1.
(ii) New brochure ready for distributionon 8th April.

Targets
Targetfor next quarter - aim for 30 per cent increasein sales.
gfuk#
ir&rvf,srr wi0r kF
to publicise success.
DR

end April

AOB
Congratulationsto marketingteam on excellentperformancethis quarter.

Next Meeting: 13th April 11 a.m. ConferenceRoom C

Suggested amendments
DearDon

&ruiffiffiffi,if**!ffiffiffi**

andrealised
that I'[ be out of the countryagainon the 24th.
for mybriefingto theteam.i*ffi
k
if this datesuitsyou?

Sorryaboutthis.
Martina

Gomments
HI
Don,
Sorrylcou|dn,tmaketoday'smeeting.ffi(item2ii);|,vejustheardfromthe
printersthat therehasbeena problemwith the machine,so we'reexpectinga delayof about
three days. Theywill still be readyin time for Martina'strip. fifr****?tffiffitheylook great!
i*fornextquartertoo'We,||haveabusyfewweeks!
Jamie

Tfranks
Don
our performance
this quarter.ffiffi
Everyone
hasworkedveryhard.sffiffi!
duringthepastfewweeks.
Liang

ffiiffi

Not

I
I

Actionhy
The minutesusuallynamethe personwho
will carryout the actionsdiscussed.
A
completiondate(dateby whichsomething
mustbe done)is alsousuallygiven.

I suggestthe2ndJune.

Beview of last quarter'spertormance

Thisis lookingbackat the company's
activitiesduringthe pastthreemonths.
Notealso:
Previewof nextquarterislookingforward at
what will happenoverthe nextthree
months.

to
Canyou pleasesendoutan amendment
everyone,...
An amendmentis
a change.

All teamsto provide weekly report...

Writingin noteform (leavingout verbs,
articles,etc.)is commonin minutes.
Brochureto be readyby $thApril.
CongratuIations to marketing team.
Press0fficer to contactlocalnedia.
Briefing...
This is a meetingat which informationor
instructions
aregiven.
Therewill be a briefingmeetingat 2 p.m.
Couldall nanagerspleaseattendthe team
briefingthisafternoon?
Scheduleinterviewswith Press...
Toscheduleistoarrangea date.
Pleaseschedulethe meetingfor Friday.
Canyouschedulethe interuiewsfor nextweek?
l've just looked at the minutes. ..
Justis a usefulway to start a memo or
email.Seealso;
l've justreadyourreport.
I've justseenthe latestfigures.
We'll need to reafiange a date ...
Youcouldalsosay:
Canwe seta new date?
Canwe rearrangethe briefingfor next
Monday?

This is a formal way of making a suggestion.

More informally,you could say:

Whatabout2ndJune?
Letbchangeitto 2ndJune.

Be.thenew hrochures
...
Fe.meanswithreference
foandis shortfor
(Seealsotheappendix
regarding.
on page95
for common abbreviations.)

Bytheway,...
Herebytheurayisusedto givefurther
information.lt can also be used to introduce
a new stubject:

Thefiguresareveryimpressive.
Bytheway,
whenis th'enextprojectmeeting?
I was interested
to seeournew salestarget...
Notealso:
It wasinterestingto seeour new sales
target...
I understandfromthe minutesthat we have
a new salestarget...
Thankslor your commenbon ...
Moreformally:
I appreciateyourcomments
on ...
grateful
your
I am very
for
commentson ...
I've passedon your congrutulationsto the team.
Topasssomething
on meansto give someone
message
information
a
or
from someone
else.
l'll passon yourthanks.
Couldyou passon the messageto himplease?
Thankyoa for all your support...
help.For example:
Supportmeans
Yoursupportis greatlyappreciated.
Thankyoufor supportingme.

Practice
1 Ghoose a word from the box to complete each sentence.
available manage

availability suits

suit

-W

ExlMpr^E:
Whichis . .b.eSt . . foryou,the14th,1Sthor 16thFebruary?
a Canyouletmeknowyour. .
. nextweek?
b Canyou. .

.2 p.m.tomorrow?
.. . you?

c Wouldlfth January
d W h e na r eyo u
e That

.........?
. .. me .

2 Select an appropriate phrase to begin each sentence.

We'llneedto

youfor
Canyouconfirm Thank

Canyoupasson

l+m-lee*+ng{onliaidPlease
letmeknow Whatabout I wouldbeverypleased

youonFriday.
ExlMpTE:
.l atu,,r.
lppking.fgrwar4. . to meeting
1 ...

..cir culatethem eetingnotes.

...

. . allyourhelpduring
theproject.

..

...

5 ...
6

...

.. .

...mycongr atulationstoever yone?

.'.thedateofthemeeting?
.. if youwanttom ake
anychanges.

.....i
..r...

..tovisityounextweek.
. . meeting
forlunchtomorrow?

Mateh the words with the correct definition.

I to brief1
i Tosendinformation
to a number
of people.
\
place.
2 item
ii Theplace
whereaneventtakes
\
\iii
3 minutes
Togivesomeone
theinformation
theyneedto dotheirwork.
4 agenda
iv A specified
timeduring
themeeting
whena specific
subject
canbediscussed.
5 participant
v Oneofthesubjects
to bediscussed
at a meeting.
6 venue
vi Anofficial
writtenrecordofwhatis saidat a meeting.
7 circulate
vii Someone
whotakespartin a meeting
or conference.
I slot
viii A listofthesubjects
to bediscussed
at a meeting.

4 Complete the puzzle below and find the keyword.

1 CanI havea copyofthe o\ge\44.

f ' ma f r a ihde 'sn o to \ ....

y
3 H o w m a nP....
4 IthinkI'mfree.l'lllookinmy 4
2

I
:
I

. . . before
themeeting?
. . . onM onday.
...w e reattheconfer dnce?

meetingnow.We'llhaveto Y
I can'tmakeMonday's
. to the minutesbeforeI sendthemout.
6 We'llneedto makesomer't
...meonth e A me ric a n ma rk e t ?
7 C an yo ub....
5

I
I

C anyo u takethet41...

.... o ft o d a y 'me
s e t in g , J o h n ?
at
Sarahcan'tbe heretoday- shesendsher

a ch a n g e to th e fit.....
rst
1 0 T h e r eb' se e n

.. ontheagenda.
please?
...them eeting
notesto
ever ybody
1 1 Sa n d c
ya
, nyo uc....
g iuveu saq u i cks....
... ofpr ogr esssofar ?
12 Pa u l , c a n yo
= ar.
KEYWORD
Use the note and diary page below to write a short email to all staff in
the Marketing Department. Write about thirty word$, using the
language and notes in the unit to help you.

ll| | e ssa g e
For:

Piewe

From:

Hatrrk

Date:

FviafatY lOfh |taty

|he Aefails?
Piew,
emaril everyorte lo fell theu'r
with all ltarvlretrtg star$P' auzt
rraeetirtg
at
agarrise
yore
Carr
uarY
o Dafe - Trresa\arY l4*h
Z hot^rs
*- $te besf Hyqe - well \eezt
ury
a\iatny
o -ripre - look art
hew bvochqve
a hbiect - to a\isct^ss otrv
roor'^
o Ve\he - correte\ce
barc\c Ptor"r fir rsfevataur'
Tha\ks - See yotr whert I gel

6 Gomplete the sentences with a suitable preposition.

please?
ExIMITE:
Canyouputthis..qh... theagenda
a

The r ewillbea Health

andS afety
meet in g
tomorrow.

ThenextSeniorManagementteam
meeting
will be
Wednesday
May18.

All agenda
items.
Thursday
22.

I wantto meet
8:00a.m.

Please
letmeknow.

I wouldliketo briefyouall

themeeting

. P ie t eG
r o d o y o' sf f ic e . . . . . . . 3 : 1 5
. 10:00
a.m... . .. . .

. Monday
26shouldreachme

all Department
Heads

. the PortValeSitetomorrow. . .

advance
if youwantto makeanychanges.
. the latestsituation

. Germany.

En lrtes
Some useful phraees.
for a newsupplier.
We arelooking
in yournewrangeof products.
We areveryinterested
Please
sendus a currentpricelist.
Thankyoufor yourinterestin ourproducts.
brochure.
a copyof ourlatestcompany
I haveattached
I will sendyoua copyof ournewcatalogue.
on ourwebsite.
Youwill findfurtherinformation
havea lookat ourwebsite.
Please
withthenewmachine.
We arehavingproblems
Whatwouldyouadviseusto do?
Whowouldyourecommend?
Sorryto hearaboutyourproblems.
EFPC?
Haveyouthoughtaboutcontacting
them.
recommend
I canstrongly
It'sa veryreliablecompany.
YoucouldalsocontactUniversalTools.

Messae sl
A gendral enquiry
We are looking for a new supplier of healthcareproducts and your company has been
,togetherwith information on
recommendedto us. !!W.W@!*
*#b
delivery times and costs. We would be grateful if you could include
..[1ffiqe
Best regards
P auloS am b u c c o

A reply
DearMr Sambucco
Tt*[H]S0eiftrl}.surh*$s*,klcrw

&sn

iffiil,i&ffiffi$#*,&,m,byour

colleaguesin Sweden.We offer a wide range of products, all basedon natural materials and

w* bdcffirM buyfng*'!smfr&{NFwg*ffieit*
Yourylll,r{i$d,Iilrth*rln&rm@ Qa,$ryr,w&&.Please
emailmeyourpostaladdress
and
lly8l.,r*nili,Ws,*gs#'.rtsxrw*rleggWe
havelocalrepresentatives
andI wouldbe
happy to arrange a visit.
I look forward to hearing from you.
Yours sincerely
FrancescaMaurois

A furtlrer request
.
:ffi;tl*it*.
to my enquiry.Yourcataloguearrivedyesterday.
Would it be possiblefor one of your representatives
to visit us?il
,ffiFffi.i*
thereare a numberof thingswhichwe would liketo discuss
ffi;F#lltffitbut
face-to-face.
Bestregards
PauloSambucco

A reply
Thankyou for requestinga visit from oneofour representatives.
EvaGaveaux,our seniorsales
managerwill be in Italy during the last two weeksof May.Wnil&ii$il*Srhil*ffidrm,
not, perhapsyou couldsuggestsomealternatives.
tc,ffiiffi1lf
Looking forward to hearingfrom you.
Francesca
Maurois

A coYer note

With compliments
fls vequestea,
Ichowi* you reqtaire arty *uvthev ih*ovqrrtio\.
RegavAs
Fvarrtcescarftarurois

Please let y,re

Notes
Pleasesendmea currentprice list,...
Somecommonphrasesfor requesting
information:
sendus information
about...
Canyou(please)
Couldyou(please)senda listof yourproducts...
Canyoulet us havemoredetails.
... somesamples.
are examplesof products.
Samples
Thankyou for your interest in our products.
Otherresponses
to an enquiryor request:
information
Thankyoufor requesting
about...
Thankyoufor yourenquiryabout...
Thankyoufor enquiringabout...
Youremail was forwarded to me ...
Toforward(Iormal)meansto sendon ot pass
on.Usefulexpressions:
I will passon yourmessage.
Yourletter was senton to me.
Pleaseforwardthismessageto the appropriate
(tormal)
depaftment
... we helieve in huying lrom Fairtrade
organisations.
Notethe useof the -ing form after to believe
in, insiston,be interestedin, to be goodat.
Examples:
We insiston buyingfromlocalproducers.
Weare veryinterestedin doingbusinesswith
yourcompany.
Thecompanyis goodat dealingwith problems.
Fairtrade organisation
s are organisations
which literally'tradefairly'by doing
businessdirectlywith the producersof
goods,especially
from developingcountries.
Youwill find further inlormation on ou wehsite.
Otherphrasesfor referringto the web:
More detailsare availableon the website.
Youcan find out moreby loggingon to our
website.
Ourwebsiteaddressis wruw.zp.net.wld
Visitour websiteat ...
... I will send you a copy of our new catalogue.
Responding
to a request:
you
l'll send
our brochure.

l'll makesureyoureceiveourcatalogue.
l'll postit today.
Manythanksfor yourpromptresponse
...
Alternatives:
Manythanksfor yourquickresponse.
Thanksfor gettingbackto me so quickly.
We are very interestedin orderingfrom you ...
in.
Noteagainthe useof -ingalterinterested
WouldMay 24th he a suitahletime to visit you?
Somealternatives:
DoesThursdaysuityou?
Whatis the besttimefor you?
WouldMay24thbe 0K?(informal)
... I enclosea copy ol our latestcompany
hrochure.
Someusefulphrasesfor covernotes:
I haveenclosedthe report.
Thereportis enclosed.
Herewiththe informationyourequested.

Bririrh/laoricaa
frwccr
Britirh
American
postaladdress mailingaddress
enquiry/inquiry Note;enquiry/inqaryexists
in AmsricanEnglishbutis
not oftenused.
catalogue
catalog
A conpliments Note:this expression
is not
stip
ueedin American
English;
omployeeeofrenhave
memopadsprintedwith
theirnamestFromthe desk
of JaneDoe)to usefor
shon notes.
I'll postittoday. l'll'wailittuday.
Vfsudfl4thMay WsutdMay24thbe 0K?
(Pronounced
be0K?
Maytwenty(Pronounced fourthl
thtwenty-fourth
of May)
DoesThursday Is Thursday
0K wiilryou?
in
suity.w,?
{alsousod BritishEnglish}

AAesEa
Specilic

enquiries

DearBill
We are havingproblemswith the new machinethat you installedfor us in the NewYear.Every
time we run the machinefor more than four hoursit overheats.Our engineershavefollowed all the
instructionsin the manualbut thereis no improvement.ffil*i*SffiffiW
Bgr:tftr,;l$ffii:doyou know wherecan we obtain parts for our DCI equipment?Our handbook
doesn'tlist local suppliers.Ait'WrW,
Many thanks
Lee

Aduice and rocornmendations

Sorry to hear about your problems. l'd like to send one of our engineersto your factory
before offering any advice. He should be with you by 10 a.m. tomorrow. In the meantime,ffi

brqr'*Ct,$lt$*l$iil::ii
As for the parts-:ffie$fi*

.diil

Wehaveusedthema lot andl can

stronglyrecommend
them.Theirdeliverytimesaregood andthey arevery reliable.Also
yari wf*! li
- their numberis 604934.
U
Bestregards
Bitl

A request for informafon

trl
yourwebsitewww.eng|ish4.co.uk
Ihavevisited
andtll$*il ffit$l f#ffiffill#iiffiffiffi*,ffi
yourcourses.
about
I would
liketoattend
a general
business
Engliih
inFebruary.
iouisesiarting
i
lf youdo notoffera suitable
courseat thistime,pleaserecommend
an alternative.
I studied
forfive
English
yearsat schoolandthreeyearsat university.
Bestwishes
J os eS anc hez

Forwarding a requcst
Dear.lose
ji. 5*
business
English
iiffiiffii
;
,'
iit*tf$fii:$general
gdq!i*t.in February.
I haveforwardedyourenquiryto FiltonCollegewhichrunscourses
throughoutthe year.
Bestregards
MilrisaLerte

Prouiding

details

E
Dear Jose
ti$ffi#1f$#*
,&ffi*e*t*,l*tlfrtW,
Regards
Vera Baxter

I have attached a copy of our brochure ffi

ft{*d
Pleasecontact me if you have any questions.

Notes
Whatwouldyou adviseus to do?
Alternatives:
Whatis youradvice?
Canyouadviseus?
Doyouhaveanyadvice?
Notethe spelling:verb-s; noun-c.
Also:practiselvl; practice(nl.
Youwill also seeadviseusedto meantell,let
us know inform.Examplesare:
Pleaseadviseus whenyouarrive.
l'll adviseyouas soonas I know.
By the way, ...
This is a usefulinformalphrasefor
introducinga new topic.
By the way,I will be visitingDCInextweek.
Are there any that you can recommend?
Otherusesof recommend:
Whowouldyourecommend?
I canstronglyrecommendGudul.
Theyare highlyreconmended.
is ...
My recommendation
Werecommend
using...
... itb hest notto start the machineagain until
he arrives.
Youcouldalsowrite:
(Please)dont staftthe machineuntilhe arrives.
Wedon'trecommendstartingthe machineuntil
the engineerarrives.
... have you consideredcontacting Gudul?
Usethe -ingtorm afterconsider:
We consideredbuyingfromRoxo.
Wehaveconsideredusingthem.
you
...
could contactUnivercalTools...
Otherwaysto makesuggestions:
Whydon'tyoutry UniversalTools.
WhatabouttryingUniversalTools?
I suggestcontacting...
... I would be gnteful if you could sendme
further inlormation .. .
This is a politephrasefor makingrequests.
Also:P/easesendme ...
Couldyoupleasesendme ...

Thankyoufor yourenquiry.
youforcontacting
Thank
us.
Otherphrases:
Thankyoufor yourinterestin ourcompany.
I'n afraidwe donotrunany(...1counses
Youcan usel'm afraidas an alternativeto
unfortunatelyand I'm sorry:
I'm sorrybut we don'trun any courses.
we don'trun anycourses.
Unfortunately
With referenceto your enquiry,...
The formal phraseWithreferencetois
sometimesshortenedto 8e,and Withref.to
in lessformalcontexts:
Re.youremail.
Withref. to yourenquiry.
However,it is morefriendlyto saysimply:
Thankyou for yourenquiry.
Youcan seelurther detailsol our schoolby
going to our wehsite.
It is helpfulto providesourcesof further
information:
0ur websitehasfurtherdetails.
Pleaserefer to our brochurefor further
information.
Letme knowif youneedfurtherdetails.

Brilish/Anruican
dlftrurenr
American
British
If you do not offet an
lf you do not
offer a suitable appropriateprogrcm.
course.
lstudied... at
school.

practise
(not usedin
American
English)

Note:$cfoolin American
Englishrefersto all levelsof
edueation.Wharsdid yougo
ta schoal?generallyrefers
to tho.highest16\lyo.u
complated,usuallycollege
or university.Americans
say collega,even if the
instituti.on
they attendis a
university.
practice
{for both verb and noun}
,

Practice
Gomplete the sentences with a preposition.
Manythankr.fp:t yourpromptreply.
ExIMILE:
post.
i n fo rma ti o n .....the
a l h a v ep u tso me
. . . . . buying
fromlocalsuppliers.
b Webelieve
n e w su p plier .
c W ea r el o o ki n g .....a
BMES.
y.....
d I h a v e fo rw a rd e d yo u re n q uir
canwe buyspareparts. . . . . ourmachinery?
e Where
. . . . . yournewrangeoffurniture.
f I aminterested
g . . . . . r e fe re n ce .....yo u re n quir
I have
our latestbr ochur e.
y attached
Write the correct form of the verb with , -ing or infinitive with
to, in these sentencea.
EglutprE:
Weinsiston._b.qyjy,j.. . . (buy)fromlocalproducers.
(hear)
about
allyourproblems.
a Sorry
(start)the
process
is ready.
untileveryone

b lt'sbestnot
c

Mr Roulins
expects

.
d Sheplans

(be)in Boston
nextweek.
. . . . . (arrive)
earlyintheevening.
(solve)
problems.

e Ourstaffaregoodat
f

in .
Weareinterested

g Werecommend
youfor
h Thank

. . . . .{buy}from
Fairtade
organisations.
(use)
Gudul.
(get)backto mesoquickly.

i Youcanfindfurther
details
by. . . .

. . {go}toourwebsite.

Write these $entences in another way. Refer back to the

messages in this unit.
ExlMpTE:
Youwillfindfurtherinformation
onourwebsite.
gr
.t9. .o.h'r.
Wgb Si-fg
For fu rther inform ation,. :tgf
yousomeinformation.
a I haveposted
is in . ..
Someinformation
thereport.
b I haveattached
Thereportis
c Whatwouldyouadvise?
W h a ti s

..........?

isstrongly
recommended
d EDR
byourcompany.
strongly
Ourcompany
thesystem
e Youcouldtry closing
downfirst.
........?

Whatabout
f

we donotarrange
l'mafraid
delivery.
l'm. . .

. we donotarrange
delivery

4 Which sentence in eaeh pair is the more informal? Tick / the correct
sentence.
yourpayment
thismorning,
willarrive
attheendoftheweek.
a i Further
to ourdiscussion
o i n g to
p a yyoauttheendof theweek.
ii Asl s a i de a rl i e r,w eg're

tr

i Please
findattached
a copyof ourhandbook.
ii l'veattached
a copyof ourhandbook.
youthatwe shallhavea standat theexhibition.
in advising
i I havepleasure
to saythatwe aregoingto havea standat the exhibition.
ii l'm pleased
i Please
contactmeif thereareanyotherproblems.
ii Pleasedo nothesitate
to contactmeif thereareanyotherproblems.
i I amwritingto adviseyouthatour representative
will visityounextmonth.
will visityounextmonth.
ii Justto letyouknowthatour representative
i I havebeenconsidering
the Inkoofferandbelieve
thatwe shouldacceptit.
ii I thinkwe shouldacceptthe Inkooffer.
i Please
sendmethereporton Fairtrade.
ii I wouldbe gratefulif youcouldsendmethe reporton Fairtrade.

tr
T

tr
tr
tr
tr
T

tr
tr
tr
T

tr

Match the two patts of the sentencos used in making enquiries.

1

l'd liketo know

2
3
4
5
6

problems
Wearehaving
Wecanrecommend
Wearelooking
l'llsendyou
Please
refer

7
8
9

Wewouldliketo arrange
We wouldbe gratefulif
| couldn'tfindthe information

a
b
c
d
e
f
g
h
i

somemoreinformation
aboutourproducts.
to ourbrochure.
deliverydate.
arranging
a suitable
youcouldsendus moreinformation.
wherewe canbuyspareparts.
in London.
a supplier
onyourwebsite.
for a newsupplier.
a visit.

6 Order thc sentences into a response to an enquiry.

Enquiry I
a I haveattached
a copyof ourlatestcatalogue.
youforyourenquiry
b Thank
pricesandoffers,
c Forthemostup-to-date
d Asrequested,
youneed
e lt contains
alltheinformation
pricesandtermsof delivery.
f concerning
g I lookforward
to hearing
fromyousoon.
h visitourwebsite
atwww.efpc.co.uk.
Enquiry 2
contact
MrJanJuoma.
a please
b Youasked
about
ournewrange
ofequipment
c lf youareinterested
in a demonstration,
youforyourinterest
inourcompany.
d Thank
e andI enclose
ourbrochure.
f I lookforward
to hearing
fromyou.
g Hisemail
address
is:j.juoma@dry.foo.net.

T
U
T
T

tr
T

tr
tr
T
T
I

m
tr
T

tr

7 Gomplete the sentences with a form of the word in brackets.

youconsidered
Have
...
. Johnabout
it?
l'd beinterested
inyour.. . : . .
Whatisyour
.........?
youforyour. .
Thank
. . supplier.
Weneedto finda more
Find
..... o n toour website.
o u t m o re
b y....
lhave
...a co p yo fo u r br ochur e.
h Yourmessage
was. .
. to us.
a
b
c
d
e
f
g

(contact)
(recommend)
(advisel
(enquirel
(rely)
(log)
(attach)
(forward)

with
G}*x#*,rp,,*,Ffr1fq*

ms

Some useful phraees.

We wouldliketo ordersomeitemsfromyourcatalogue.
sendus a quote?
Couldyouplease
thattheitemsarein stock.
Please
confirm
timeof fourweeks.
statea delivery
Yourtermsandconditions
Thankyoufor yourorder.
arein stock.
thatalltheitemsyouordered
I confirm
themwithinoneweek.
Wewilldeliver
chargefor specialdelivery.
Thereis no additional
applies.
Yourusualdiscount
l'm sorrythatwe cannotmeettheagreedschedule.
someproblems.
arehaving
0ur suppliers
yourmessage.
to receive
I wasverysurprised
wasguaranteed.
usthattheschedule
Youpromised
Thisis veryinconvenient.
ourorder.
We havestillnotreceived
Couldyouletus knowwhatis happening?
f*"''llh.

f NO' THERg'5

l,-)

\ r.,lor*pprrrosnu)
I cun<oe eorz \
lseectr.rl DcLrvaRt
/-r--Y#

Bequeedlq
trl

a quote

DearRona
qe

effi

whichwill arriveon 24 July.ffi

-ffi
- assemblyof new furniture (seeattachedlist)
- disposalofall packaging
I estimatethat this will be no morethana day'swork for two people.
With thanks
Karim

Placing a first order

trl
DearSir
tlt xradd ||1. to pleco m ordr urtth yrxr for the items listed on page 2 of your catalogue.
Pleaseconfirmas soonas possiblethat theseare all in stock.
ltrur,brnr::lEdeondldom rftm. fllwy,|hCaffi*:{di**W.&.t*in
ll*lii|
dkpttch l0orf. t - 3 wttl*r tm rit *r as we needthem urgently?lf there is iffi,ffifflf
cnerge.pleaselet us know.
Yoursfaithfully
assistant)
JeromeGilbert(Purchasing

A reply
i tr l
Dear Mr Gilbert
Thank you for your order.
crf b shct and
ii*M fiffi
{dud
that we will deliver the.itemsyithin two weeks.Therewill be no exha chargefor delivery.
With bestregards
Brad Askew
Sale Manager
Placing
trl

a Fpeat

order

Zhou
How are you? We're pleasedto say that salesof the Alio range have been very good and
for the following:
a

Alio 3207=*ffi
Alio 3215=2000pcs
l'm alsointerested
in ordering3 000itemsfromtheAliarangewhichareinffi*ffiffi
in earlylulyandffiHq:
frt*Slmi

ffi

Best regards
Alima

Notes
We hayerecentlyorderedsomenew office
luniture...

I cancorrtirmthatall the itens youorderedare

in stock...

A more formal phrasefor starting this

message:

ln stockmeansthat the itemsorderedare

availableand readyto sendout.
The oppositeis: out of stock
Thechairsyouorderedare currentlyout of
stock.Weshouldhavesomenext week.

Withreference
to ourrecentorderfornew
officefurniture...
Couldyou pleasequotefor:
Askingfor estimates
A quoteis anestimate.
of cost:

Couldyougiveusa pricefor ...

Howmuchis it goingto cost?
Please
let mehavea writtenquote.
removalof existingfuniture
Notethat itemslistedin a quotationare
usuallywritten in noteform. Articlesfthe,
a/an)areleft out.
We would like to place an order with you .. .
Toplacean order meansto order.Other
verbsusedwith the noun order:
Tochangean order,cancelan order,confirman
order,to orderagain,to re-order
Your terms and conditions state a delivery time
of four weeks.
includeprice,methodof
Termsandconditions
payment,deliverytimesetc.
Wouldit be possibleto dispatch items | - 3
within two weeks ...
Todispatchis a formalterm for to send.
We will dispatchyourorderon receiptof
(formal)
payment.
We will sendyourorderas soonas we receive
(informal)
payment.
... an additionalcharge...
An additionalchargeisan extracharge.
relatingto charges:
Otherexpressions
Thereis no charge.
At no extra cost.
Freeof charge.
Itb includedin theprice.
A fixedcharge.(Thepriceis alwaysthe
same.)

... we'd like a rcpeatorder...

This meansthat the orderis exactlythe
sameas the previousorder.
4 ilMpcs
Pcsis an abbreviationfor pieces.
/Seepage00 for moreabbreviations)
... yoar lateil catalogue.
Thisis the mostrecent,the mostup-to-date
catalogue.
Could you give us a lirm delivery date ...
Fftmmeansdefinite,fixed.
Deliverydateiswhen goodsshouldarrive.
Thedateof dispatchis the day the goods
leavethe supplier.
Deliverytimeisthe lengthof time between
receivingthe orderand sendingthe goods.
Totakedeliveryof is to receivethe goods.
(Couldlou) coilirm that our usual discount
would apply?
Youcan alsosay:
Pleaseconfirmthat we wouldreceiveour usual
discount.
A discountis a reducedprice:
Whatkindof discountcan youoffer?
Ourusualdiscountis l5 per cent.
::

l ' 1 : r: l : -r:

ffidlficnnc=er
Brftbh
Anrrlcan
quote

quffiio{@iflnta
lestimateis also used in
ish English)

Yourc
fai$fulty Yaurs
tu$/sinicerety
TodispatcV Toshif,sendout
despatrlr
{elsousdJnBdtishEngtish)

with roblems1
Prtoblems wiilr

a schedule

EI
Dear Mr Bassos
,limr*m$,:l&k3ry
:Our usua|supp|ier is
ffir*r$**ild
if,
experiencingdifficultiesand has warned us that there is a five-weekwaiting list for delivery
of materials. l'm afraid ffi*;flldtcfulfibdtind:*rttdtle if we cannot find an alternative supplier.
Yours
B r endaHind

A roply
Dear Ms Hind
tr,{ffii*w$ iiln*
i*.i$,wplfoe }oa nsssge. You rmmd s,#Hdi.,&k,,*dt*diil*.ln*'g
t:
and therewould be no problemskeepingto it. Pleasetry to find an alternativesupplierof
materialsso that that therewill be no delavs.
Yours truly,
Dmitri Bassos

Damaged goods

DearMs Hirst
gs#W,l-:i$h.

ma*"d*lMl|ififfitllitwHfrf
@r#nk,#fiilffikffi
havecustomerswaitingforthegoodssoffi'lr*Wlforus.

of CD cases.
We

'ffi*[gFm*$;#*ffiCou|dyouJetusknowwhenwecanexpectthem
to arrive.
Yours
Eliot Banks

A reply

Dear Mr Banks
with our delivery:dluf.@;We
il.*$@
havesenta
#
Fqf:ynnM*i
replacementorder to youfty,iffiffiirIt should be with you before l0 a.m. tomorrow morning.
The samecourier will take awaythe damagedboxes.
It is no excuse,but Offi,.
r
week.Pleaseacceptour apologies
i**is*,ffiry.last
that rngtq{s,llt*llt}.ffiIM
Bestregards
Jan Hirst

Notes
I'm sorry to say that we may not be able to meet
the agreed schedule.
Notethe use of sorryhere:
I'm/l wassorryto hearaboutit.
I'm sorryfthat)we cannotmeetthe schedule.
l'm sorryto tell/informyou that ...
fn the sentenceto meettheagreedschedule,
to meetmeansto keepto.
... we will lall hehind schedule...
Otherexpressions:
We willbe late.
We will missthe deadline.
Thegoodswill be delayed.
I was very surprisedto receive your message.
Noticehow,for the sakeof keepinggood
relationswith the supplierat this stage,the
writer usessurprisedratherthan annoyedor
angry.
You assuredus that this schedulewas
guaranteed...
Otherphases:
Youguaranteedthe schedule.
Yougaveus yourword that you wouldkeepto
the schedule.
Youpromisedus that you couldmeetthe
schedule.
0n Friday lSth March we took delivery ol a
consignment...
Notethat we takedeliveryof goods.
Whenthe goodsarrivewe canslgnforthem.
0n unpackingthe hoxes,we found ...
theboxesmeansas soon as/
0n unpacking
the boxes.
whenwe unpacked
0n openingtheboxes,we saw ...
0n readingthe instructions,I noticed...
... that many of the caseswere damaged.
Somecommoncomplaints!
Thegoodsarrivedlate.
Thegoodsweresentto the wrongaddress.

inconvenient...
... thisis extremely
Otherphrases:
It was veryinconvenient.
It hascausedus a lot of inconvenience.
for us.
Thisis a greatinconvenience
We urgently need replacements.
Otherrequests:
Weneedthemimnediately.
We wouldlike a refund.
Wewantourmoneyback.
I am very sorry to hear that you had prohlems ...
Thewriterapologises
and putsthingsright.
I'm verysorryaboutthis.
I'm sorry,it wasmy fault.
I will sortit out immediately.
(ref. F035il
Bef.is short tor reference(number)
on page95.
Seeotherabbreviations
... hy couriet
By couriermeansthat the goodswill be sent
quicklyby an expressdeliverycompany.
By expressmeansby expressdelivery.
after
By returnmeanssentimmediately
receiptof a letter/order.
. . . our regular packer was on holiday . ..
Otherpossiblereasonswhy the problem
happened:
Thecomputersystemwas down.
Therewas a fire in the building.
Wehavehad a staffshoftage.
A lot of staffhavebeenoff sick.
... our seruice was helow our usual standard.
Belowour usualstandardmeansnot as good
as usual/notup to our usualstandard.

Briti#Amr*m
Br*tirh
theagreedschedule
anholiday
apologise

ffolw
Arrprican
theschedulawe
agreedon
on vacation
ryologize

Dealinwith
Unacceptable

service

Dear Mr Dennis
you havegiven us this year. Your serviceengi
W$:iu*Wff,fi&x*i.rd$r:lk;ktnf:*i*f$ffi
neverarrive within the promised24 hours and {Eiffit@:trffifi1*ffi,9i*
iAs a
resultfrelffirilS,,b;;ffi:iffiin#lt*A**oa
you
like
to
meet
to
discuss
o@*,Id
how things can improvein the future.
Yours sincerely
CatherineEasterbrook

Reply
el
DearMs Easterbrook
Thankyou for your letter.I srr slrtr torrt to lrce r&ryt tlm,,Bffib ilt'sr,ffi:t*ili,
I haveforwardedyour letterto our customerservicemanageraskinghim for a full
c$ff*ii!!d.
report.WeshouldmeetassoonasI hearthaa*clxil$ of hisinvestigations.
*"@rS.
G
ldi r?ort bt thc crd of th|r rrecL.
Yourssincerely
MartinDennis
tisleading

information

Dear S ir
We have still not received this order. lt says on your website that you will deliver within
three days and it is now five days since we placedthe order. Could you let us know what is
happening.
C hr is M or an

ReplV
trl
Dear Mr Moran
We are very sorry that you havenot yet receivedyour order and . F*poforyflm,r ffi;;,r
*me**tmdhgicaused by the information on our website.Delivery to addresses
outside
Europenormally take five days.,*|h.&&g,,to keepour websiteup-to-dateand I havediscussed
this matter with our websitemanaser.
Your sincerely
PeterWieser

Beiecting a complaint
DearMs Ono
With reference
to your complaintre orderno. 376,our qualitycontrolstaffhavetestedall the
p.lnilff 0p** since
goods you sent backto us. fftgil,H*:!ffimfr ffi#l{ll rryf#,
,
they meetall our qualitystandards.
However,
as,t,g
we will acceptthem as
unwantedgoods and wi|| issue,*llilrli ;aS, 1,f*r1,ffir**
:sn*i
t$d$.!
l
Yourssincerely
Sergioda Silva (Customer
service)

Notes
Weare veryunhappywith thelevelol service...
Some strong complaints:

Wewereverydissatisfied
with...
Yourlevelof seruiceis unsatisfactory.
Thesedelaysaretotallyunacceptable.
.. . we alwayshaveto wait for sparepar6.
Notethe positionof always,and othertime
expressionssuchas: never,rarely,
occasionally,
often,usuallyetc.in a sentence:
rarelyanswerthephone.
Thesalesdepaftment
Thegoodsneverarriveon time.
Weoftenneedto remindyou.

... we apologise
...
for anymisundeffianding
Notethat we apologiseforsomething.
The expressionsWeapologisefor/Please
acceptour apologies
are moreformal than
Wearesorry.Otherformal phasesfor
for ...
apofogising:I sincerelyapologise
My sincereapologies.
We do try...
Do/does
especially
are addedfor emphasis,
whenthereis disagreement.
Wedo needto improveour seruice.
Thetermsandconditions
do state...

... we have had to shutdown production on

three occasions.
Phrasessuch as on threeoccasions,
every
monthetc.cancomeat the beginningor end
of the sentence:
we havehadto shutdown...
0n fouroccasions
Everymonthwe haveproblems.
Wehaveproblemseverymonth.

I regret that we cannot accept the retum as

faulty goods ...
Note how we use regrettoexpressa polite
rejection:
I regretthat we cannotdeliveron Sundays.
Politebut lessformal:
l'm afraidwe can?accept...
l'm sorrybut we can'tdeliver,..

I was very softy to hear ahouttheproblemsyou

have experienced.
Lessformal: I wasverysorryto hearaboutthe
problemsyou'vehad.

... a goodwill gesture,...

A goodwillgestureis a friendlyand helpful
actionwhichis goodfor maintaining
businessrelations.

... the outcome...

An outcomeis the result(of a process).
I do not knowthe outcomeof theinvestigations
yet.

... a credit note.

lf goodsarefaultythey can be returnedto
the supplieranda creditnoteis issued.This
documentinformsthe customerof the
moneyowedfor the faultygoods.

I expect to receive his report hy the end of this

week.
be usedinsteadol expecttoor
Shouldcan
hopeto:
I shouldreceivethe reportby Wednesday.
I'm hopingto receiveit by Wednesday.
I shouldhearfromthemtomorrow.
I expectto hearfromthemtomorrow.
We have still notreceived this orden
Problemswith deliveries:
We are still waiting for the delivery.
Thedeliveryis now two dayslate.
Weneedit urgently.

I trust this meels with your approval.

This is a formalexpression.
Notealso:
I trustthisis satisfactory.
To be fessformal, use:I hopethishelps.
I hopeyouare happywith this.

n mf
Brtti$t
Thesales

furlricm

a credit note

a creditreteipt/
a uedit slip

Gtr

Iha salesdepaftnentnrely
rdo,pf,r.
l@'ng,',: 'Soirtr6rs&a phone.
rarely'answer Note:AmaricanEnglishtreats
tha phtne.
cornpnyand departmental
nsrnesas singular.

Practice
Ghooso the best alternative.
We havestill not takenfleft/teceived
the order.
ExAMpf.E:
a

We will sendyou a replacement

order/enquiry/seruice.

the originalmessage
to me.
Couldyou change/checAforward

Youbelieved/assured/said
usthatthe schedulewas guaranteed.

Pleaseaccept/make/take
ourapologies.

Yourorderwill be quoted/damaged/dispatched
on Mondayof nextweek.

l'm sorrywe can'tmeet/take/findthe

schedule.

Gomplete the sentences with a preposition

I amwritingto complain. *b.qtt\t . the lasttwo ordersyousentus.
ExIMITE:
a

We aretryingto keep

. . . . the schedule.

the goodsdidnotarrive.
Unfortunately

Wewouldliketo olaceanorder..

Pl ea se
letmeknowifyouhaveany p ro b le ms . . . . . . . . . . t h is .

arrive
Th ecasesshould

Wea pologise

I amsorrythatwe cannotgiveyoua refund

We arestillwaiting

. . . time.
.'.two machines.

. .. . 3 p . m. o nF rid aay t t h ela t e s t .

....themisun d e rs t a n d in g .
. . . . thisoccasion.

. . . . the delivery
to arrive.

We a r everyhappy.r..........the
s e rv ic e y ohua v eg iv e nu s .Ma n y t h a n k s !
.'
Match the two parts of the sentences.
i

We needthegoods

2
3
4
5

| wasverysorryto hear
l'msorrythat
l'marranging
phone
Please

6
7
8
9

| sincerely
apologise
| havefonruarded
| hope
the information
was
Unfortunately

a
b
c
d
e
f
g
h
i

meif thereareanyproblems.
for alltheinconvenience.
notclearenough.
yourletterto our HeadOffice.
urgently.
youhavehad.
abouttheproblems
for an expressdeliveryof yourorder.
I cannotbe morehelpful.
youarehappywiththis

The eight sentences below are part of a company's response to a letter

of complaint. Gomplete each sentence with a verb from the box.
haveexperienced to discuss to receive havesent
return J.eftlng- will refund apologise
youfor l.gtting. . . usknowaboutthe
problems
youhadwiththedelivery.
Thank
ExltsptE:
you. .
forthedifficulties
a Weapologise
. . howwe canimprove
ourservice
inthefuture,

b Weneed.
c

... a reportfrom
dispatch
departmenttomorrow.

lexpect

youa newconsignment
bynextday

we . . .
d Thismorning
delivery.
e Please
thedelivery
cost.
f

. thefaultygoods
to usan(we . . .

we. . .
Onceagain,

caused.
foranyintonvenience

Match the words in the box with the words which have similar
meanings in the sentences.
additional

definite

dissatisfied

concerned

Jnost*eent-

promise

dispatch

a refund
a discount meet

youforsending
meyourtatest/.tt195.t.
:r.g9glt . .brochure.
ExIMITE:
Thank
. . about
thelevelof service
we received.
a Wewereveryunhappyl
b Wewillsendl

. . yourordertomorrow.

c Thereis noextral

. . charge
forthisservice.

d Canyougivemea firnl

. . delivery
date?

e C a ny o uo f f eru sare d u cepdri ce l

f

Weareveryworriedl

g I canassurel

........?
. . thatthedelivery
will belate.

. . youthateverything
willbe0K.

h Thegoods
didnotarrivesowewouldlikeourmoney
backl.
i

l'mafraidwe cannot
keeptol

. . theagreed
schedule.

6 Read tllls letter of complaint from a customer and write a reply.

Dear Sir or Madam
This morning we receiveda consignmentof printers from you (Order no
SN206).On unpackingthe boxes,we noticed that all the printers were
damaged.
Could you pleasearrangeto senda replacementorder as soon as possibleand
arrangeto collect the damagedgoods?Hopefully, we will not haveto pay for
this.
Yours faithfully
Ms JanineDuval
Write a reply of 5O - 60 words to your customer:
. thanking her for her letter
. apologisingfor the problem
o agreeingto replacethe damaged goods today
o offering to collect the damaged goods, at no extra cost
Use the texts and notes in this chapter to help you.

rt re
Some useful phraees.
Couldyousendmea shortreport?
somenewagents.
of thevisitwasto appoint
Thepurpose
Thevisitwasverysuccessful.
inthe report.
Thereis onethingmissing
with ourproducts.
aresatisfied
66percentof ourcustomers
not
satisfied.
customers
are
A thirdof our
rosebyI percentlastyear.
Spending
Costswentupfrom e 50000peryearto 76000.
Salesrosesubstantially.
Therewasa sharpfallin sales.
competition.
in salesis dueto increased
Thedecline
Profitsrosein the lastquarter.
Whatis yourrecommendation?
youshould
try a newsupplier.
We recommend
looking
at someothercompanies.
We suggest
withinthreedays.
enquiries
Youneedto follow-up

information
A rcquest

for information

Janet
CsuH you
&ryri,e4p{f
Thanks

on your recentJapantrip, in preparationfor the next

rM:
I d appreciatethis as soon as possibleplease.

Simone

A shoil

rtport
i .

,..: :i l

.,lffi*,,'Hs.* ,
Background
ptrtin&c'il
i,ftok
Tk'&trryn*oof fiajfftwartotik
tand appoint
new agents to help promote our products in the Far East.
Details
10 000 visitors attendedthe Tokyo Exhibition.
O0$$,slWlor
ruuu rrecliwd and 300 orders were placed.
2 new agents were appointed.
Actions / Recommendations
;
UYcns.d brdlorv
up.sr*cloffinlr
*;iB:
Wo nconunsd th*fh
to see our production processes,
:
'iiiim,s
Conc lus ions
The visit was very successful,resulting immediately in new businessworth over f300 000.
Japan will be *{rry'nt*{cfi for us for the future.
Report by Janet Robbins 14th October

Asking for missing information

':'
fanet
Thank for the visit report.ffiffiSfffi:W
showing total expenditureand anticipatedincome.
Thanks
Simone

Prouiding

firr{lrer

information

Cost Analvsis
Exoenditure
.*,
,1ffii'i.,i.':::,;.:,,,t*:,,:
i:l]:i;ii,iji:i*riifi*ifi0&i;:t.
r,,,r;,ti,
. posting of catalogues
$ 2200
. flights
$ 2400
. accommodation
$ 3600
;ii ll
*l
$ 3700
$ 6 ooo
' staffing
Total..lp&
$ 28400
.*
r
ftd.s 400000
Profit
$ 371600

Notes
Couldyou sendmea shortreport...
youis usedto makea request.
Could
Youcan alsosay:
Canyousendme a shortreport?
Pleaseemailme a shortreport.
... Board meeting.
TheBoardis the groupof Directors
who
managethe company.
Wehold weeklyBoardmeetings.
Themembersof the Boardwill holda meeting.
Japan Visit Beport
A formalor informalreporthasa cleartitle
Theformatvaries
and sub-headings.
dependingon the purposeof the reportand
individual
companystyle,but usuallyhasthe
followingsections:
'l'itle
Background/lntroduction
Details/Findings
Actions/Recommendations
Conclusions
The purposeof the visit was to take part in the
TokyoTechnologyExhihition ...
The openingsentence
of a reportclearlysets
the scene:
Thisreportshows salesfrom2000- 2003.
Financerequesteda repoft on expenditure.
2 il)O enquirieswere received ...
Usethe passiveto describeactionswithout
sayingwho doesthem.Forexample:
Severalcomplaintswerereceived.
Therestaurantwas closedfor two weeks.
200new orderswereplacedtoday.
We need to follow up customerenquiries
immediately.
Actionsand recommendations
oftenuse
verbs fike need,must,haveto and should:
Weneedto supportour agentsoverseas.
We mustmakesurethat we delivertoday.
We mustensureour pricesare competitive.
We recommendthat the new agentsshould visit
the UK...
Whenmakinga recommendation
or
you couldalsosay:
suggestion.

Werecommendyou try a new supplier.

Wesuggestlookingat a numberof alternatives.
is to signthe agreement.
Ourrecommendation
... a key market...
A keymarketis a very importantmarketfor
your products.
Just one thing nissing - can you sendme the
costanalysis...
Usea dash(-) in an informalmessageto
add a requestor extrainformation.
Moreformallyyou couldsay:
Thereis justonethingmissing.
Couldyoupleasesendthe costanalysis?
. exhihition stand E r0 ffi
Bulletpoints( . ) areoftenusedwhen listing
information,
figuresetc.to makethe
informationclearer.
. expenses
The moneygivento you by your companyto
spendon companybusiness.
... Expenditure
This is the amountof moneyspent.For
example:
Marketingexpenditurerose thisyear.
Anticipated Revenue
Anticipated
is what you expectto happen.
Saleswerehigherthananticipated.
Revenue
is the moneythe businessreceives
from sales.
Revenuelastyear exceeded$35K.
ffiffllmnc!!
Brttish
exhibitianwnd

Amerlcan
exhibitisnbooth

po&inE8f,
catalogaes

nailingaf catelogs

... as soonas
possible.

ASAP{pronounced
ay-sap}
{Thieabbraviationis also
usedin BritishEnglishpronounceday-es-ay-pee
but would only be usedin
informal'emaiis.)

Prssenting numbers
Visitor Feedback
;bd
to the centre.*
&*yn*r
,fiSiiffiStl
ffi
-@.ofr
under sixteen.*
r#l*iffilffiiil,rf*r:*
9&:.
and interesting. $fin$:.@ptresnils W,,S:ffi;ltGffirx
i&ativt
Describing

jffi&l*i

*lj
,
h*,0fi,*S fir,,

tronds

ie
Dear Marcia
You may be interestedin the findings of our recent survey:
Findings
In the summer, we analysedthe successof our new TV promotion by interviewing
customers in different cities in Germany.
Following the TV promotion, asbs lwrt up,bV,SS:ffi$Mlt*: in most major cities. In
tl$rg;f,:lt*isrfrom lastyear'sfigures. However,in
Hamburg,tffimcahtplilrof
the smaller cities,the promotion was less successfuland tffi;;Wt*$
$lby
2 per cent.

taking

eomparisons

trl
ProductSalesReport- FirstOuarter
Comparedwith lastquarter,our supermarket
Frozenfoods are still
tffi
our most popularproduct,with 52 per centof total sales,followedby breadwith 20
per centand soft drinkswith 10 per cent.

Drawing conclurfions

Sally
Can you includethe followingin your productivityreport:
Conclusion
lfH*{A$
This low
.l#
moralewas due to the pay cuts that were introduced in March.:lffi$fi;*.i|fr|fi

r**it1x
Jamie

&dfu,r

m;#*i#*i*i"

Notes
Thisyearwe hadover25Un visitorc...
Otherwaysof givingan approximate
number:
Wehad morethan25000visitors.
Therewereabout25 000visitorsthisyear.
(Aboutcanmeanmorethan or fewerthan
25 000./
A third of the visitorc were children .. .
Athird= 33 per cent
A quarter=25 per cent
A half= 50 per cent
Threequarters=75 per cent
Approximately t) per cent of the visitorc said
they found the centre informative . ..
Youcan expressfiguresas a percentage.
Francehasa 25per centmarketshare.
40per centof our cars are exported.
Most people were happy to pay the entrance fee
of &1.50.
In BritishEnglishthe decimalpoint is written
as a dot (.).Manyothercountriesusea
comma(,).
... sales went up hy il) per cent, ...
Otherverbsto describean upwardchange:
Salesroseby 20per cent.
0rdersincreasedlastmonth.
Salespeakedin June.
Notethe useof the prepositions
byand to in
thesesentences:
Consumer
spendingrosefty l0 per cent last
year.
increasedfromI per centto l0 per
Spending
year.
cent last
...there was a sharpriseof 40per cent...
Otheradjectives
to describea change:
Therehasbeena s@ny declinein enquiries.
Therewas a S[gbtdropin saleslastmonth.
Therewas a significantimprovement
in orders.
Therewas a dramaticrisein profits.
... sales droppedslightly ...
Otherverbsto describea downwardchange:
Profitswent down lastyear.
Salesfiellin January.

0rdersdeclinedlastmonth.
Numbersdeueasedin July.
Slightlyindicates
a smallchange.
Otheradverbsto describethe degreeof
change:
Salesfell significantlylastmonth.
0rdersdeclinedsteadilvlastquarter.
Profitswent downdramatically.
.. . sales are higher.
you can use
Whenmakingcomparisons
expressions
suchas:
Saleswerehigherin Aprilthanin May.
Thismodelis moreexpensivethanthe old one.
Chocolateis our mostpopularproduct.
product.
Thisis the/eastsuccessful
Lastyearb lall in productivity was a direct
resultof low morale.
Alternativesto a directresultof:
It wasa consequence
of low morale.
It was due to low morale.
Moraleis a mentaland emotionalcondition
of enthusiasm,
confidence
and loyalty.
Thesepay cufs werc responsiblelor the
increasein sick leave.
Afternativesto to be responsiblefor:
Thepay cutscausedtheincrease...
Thepay cutsresultedin an increase...

ffifficum
Britbh

Amcrican

75%*threequarters also:I fourth;

threefourths
l0l = onehundred
also:101= one
andone
one
hundred
e*t*0r
centre
Ld:st'yerdirk'fall
in
Lattyearkdrop
productiviry,
in praductivity;
(al*ousedin British
*ttrt)
... an increasa
in sirlk, an intrsasein the
tesve"
number
of siekdays.
nst
used
in
lsickleave
{aldr ussdin British
AmericEnEnglieh) . Englistrl

Practice
I Look at tttre company sales report below. Decide in which part of
the report (A - Dl you would find the information 11 -71.
ITCplc

SalesReport
lntroduction

Findings
pgy.c.e.nt.
qqg ftpf..
ip.t!e.!a.qt.
t Saleq wqr1dwide 1qse.py.1.8.

Recommendations

Conclusion

V
2
3
4
5
6
7

roseby 18percentinthelastquarter.
Salesworldwide
Thisreportshowsthe breakdown
of salesduringthe lastyear.
Europe
stillhasthe largestshareof the market.
We needto increase
in theFarEast.
ouradvertising
Overall,
business
wasverygoodlastyearandwe expectthissuccess
to continue.
per
in
the
Far
Eastfell
Sales
by3
cent.
We mustappointnewagentsin the FarEast:

2 Underline the correct word to complete this report.

SalesReport
Introduction
This reportshowsthe salestrendsfor the lastfinancialyear.
Details
a At the start of the year,there was a steady/steadierdrop
in sales.
b However,there was a sharp/sharply
increasein March.
in the introductionof a new pricing policy.
c This was dueto/caused/resulted
d Salescontinuedto risesteadilyin/onApriland May.
The summersalescampaignwas very successful.
e This resultedin a dramaticdrop/increase
in salesduringAugust.
Thistrend continueduntil the end of the year.
Recommendations
f
We needto ensureour pricing policy is compete/competition/competitive.
g We suggestinvesting/invest
in further salescampaignsnext year.
Conclusion
h ln total/0verall,
this was a very successfulyear for us.
i
Comparedwith last year,saleswere much high/higher/highest.

3 Put in an appropriate word or phrase from the box to complete the

following report.
due

JIJffc.

recommend

recommendation visitors

placed

I Introduction
T h e . . . . .? l l l ? g tg ...o fth e re p o rtistoanalysesuccessofour m ar ketinginBr
2 Details
a 25000
b 900enquiries
weretaken.
were.
c 150orders

Fairin SaoPaolo.
attended
theTrade

3 Recommendations
a Themain.
. . . . . isto appoint
newagents
in Brazil.
b Wealso. .
. . .. opening
anofficein SaoPaolo.
c Weneedto makea decision
bytheendofthemonth.
4 Gonclusion
in business
Theincrease
was.
Brazil
willbea keymarket
forusinthefuture.

. . . to ournewmarketing
strategy.

4 Find 6 verbs in the square which show an upward or downward

movement.
EHlftPt-E:
decrease

s
e

Look tt the graphc below then use the phrases in the box to
complete the report.
Eachparagraph
hasbeenstarted
foryou.Decide
whichgraph
eachparagraph
describes.
I ....

Sales
$

Sales
$

Sales
$
ta

at t

12 3
Year

12 3
Ysar

23
Year

improvement w
drop
-ss+eescful- lh]ffr
resulted
in
a sharpdecline
dueto
verylow

Threeyearsagoweopened
threenewshops.
A:
Alphaperformed
wellinthefirstyearandsales. .YpS.g.

. . . . . significantly.

However,
a change
of ftanagement
inyear,two
ledto
:

Fortunately,
a newmandger
wasappointed
lastyearandtherehasbeena steady
. sincethen.
B
InthefirstyearBNKwas. . th.e. !g.*qt. . . . successful
ofthethreestores.
Sales
year.Thenwe
were.
anddidnotimprove
muchinthesecond
redesigned
thestoreandthishas. . .
. a significant
insales.
increase

c
ln contrast,
Geowasthemost.5.t+gge5.lf.q!. inyearone.Howevel
sincethen,
increased
saleshavefallen.
competition
locally.
Sa l easr eco n ti n u i n g to ....
store.

... andwem ayhaveto

consider
closingthe

Some uceful phraeee.

Justa quicknoteto saymanythanksfor sortingoutthe problems.
youhavedone.
everything
We reallyappreciate
Manycongratulations!
W elld o n e l
thecompany.
Thisis to letyouknowthatI will be leaving
visit
me.
comeand
Please
It wouldbegreatto seeyou.
I was sorryto hearthatyouareleaving.
I wishyoueverysuccessin thefuture.
Goodnews!
the resultsof the survey.
I'vejustreceived
Theresultsareverygood.
donea greatjob!
You've
abouttheparty?
Haveyouremembered
We hopeyoucanmakeit.
me.
for reminding
Thanks
l'd loveto come.

Messages1
Appreciation

sorting out the problemswith the deliverieslast week.

ffi.
Look forward to seeingyou in Madrid next month.
All the best

Jlixilln,{riiiih,irq&,,*owiw.St&for
,gict:s{ibw&&
*-T,h.msUY,*$

Everyonehere in the Tripoli office has askedme to

ffit}:t$ttgtffi*albr*re"g*rr:gm&rr.
sendyou their bestwishes.We'll miss your visits-i*t*!ffi;ffild*,,
With bestregards
Tareq

A personal announcement
Dearfriendsand colleagues
Thlr k:.t0:*dF,ffi*,*rw
ffilfin*.tirffi
#DC,at the end of this month. After a very
enloyablecareerin the BuenosAiresoffice I have decidedto move back to Brazil.ll#ffik**
you are visiting Rio- you all have my mobile number!
d:id$ig**tif
With very best wishes
Mario

Sayrng goodbye
Dear Mario

*xt**,ffi!n'

,Wiru$iltffi$ilk&hl@

ffiffi;$**x**[#i***i*W:i

'*l*and,ilriffirffi*i;li*![i*{
Bestwishes,
Alejandro
Saying lfrank you

the conference in London last week. lt went really well. We

,AtiHft*trat$h*,1lr&'during
are planning another event in Dubai in March and we would really appreciateyour help
there. Let me know if you can make it.
i
A llt he bes t
Ashia

Responding to tthanks
detailswhen you havethem.
Donna

Notes
Justa quicknoteto saymanythanks...
Notethe useofTusftoindicatethe startof a
shortmessage:
Justto say I havereceivedyourmessage.
Just to remindyou that l'll be awaynext week.
We really appreciate evefihing you have done.
fo appreciateistovalue.The use of really
makesthe meaningevenstronger.
Many congratulations on your promotion.
Theuseof manyatthebeginning
of the
Notealso:
addsa noteof friendliness.
sentence
your
help.
Manythanksfor all
Manyapologiesfor the delayin sendingthis.
... stayin touch.
Usethis whenyou would liketo keepin
contact.Youcan also say:Keepin touch.
I hopewe dont losetouch.
This is to let you know that I will be leaving
EFPC...
Thisistoletyouknowthat...is a usefulway
to announcethe reasonfor sendingan
email.Notealso:
Justto let youknowthat ...
Pleasecomeand visit me ...
to visit:
Otherfriendlyinvitations
Pleasecomeand seeme whenyouarein Bristol.
Youare alwayswelcomehere.
Youmustcomeand seeus soon.
I was very sorry to hear that you are leaving the
company.
Youcouldalsowrite:
I was verysad to hear aboutit.
Wewillallmissyou.
It won'tbe the samewithoutyou.
It has beena pleasureworking with you ...
Youcouldalsosay:
I havereallyenjoyedworkingwith you.
It'sbeengreatworkingwithyou.(moreinformal)
... I wish you every successin the future.
Sendinggoodwishes:
Goodluck in the future.
Goodluck with yournewjob.
Enjoyyourretirement.

Thanksfor all yourhelp...

Moreformal:
Thankyou verymuchfor everything.
I am verygratefulfor all youhavedone.
I reallyappreciatedyourhelp.
It would he great to see you there.
phrases:
Somealternative
I'd be verypleasedif you couldcome.
I'd be delightedif you couldmakeit.
I'd be verygladif you couldhelp.
Goodto hear that the event went so well.
Youcanalsowrite:
It wasgoodto hear...
Notehow wordscan be left out in informal
emailstg peoplewe know. Otherexamples:
Veryhappytohelp= | am very happyto help
Sorryto hearaboutit = | was sorry to hear
aboutit.
Lookforwardto hearingfromyou= | look
forwardto hearingfrom you
&ifirh/Amiean
Bdtbh
I wassorryto hear
thatyou areleaving.

ffswoe
American
I amsorryto hearthat
youare leaving.
Nbte: Americsn
Engliehoften usesthe
presenttEnsefor this
kind of cxpresgion.

Stayin touch,

Kaep
in tuuch,

(also.usedin British
English)
Many congraUlations. fiongratulations,
ln written English,
Manyisnot usedin
Manyisaddedhere this way in American
for emphasis.
English.
lwitlbe leavingEPFC. I an teavingEPFC.

(phone}
;;#{:r*
I wishyouevery
Bestof luckin the
succassfor thefuture. future..e,lso
usedin
(evelysuccess
is not BritishEnglish)
usedin American
ll wish ... is not
Ensrish)
'ou
... nrynobrtaulmbar

*"Jnllio.ln,,"n,

idessases
2
Good news
g

Heli
It rweridl
,i$,ffih of the Iatest customer satisfaction
mgrtts:@*rmhd,fu
survey and the resultsare very good. Sdd$rs*il$l*iffilii j ffi,iet*ail(
I heardthar
you're coming into the officenext week.Hopeto seeyou then.
Macy

Replying to good news

donea greatjob! l'll be in the officeon Thursdayso we can
ile#,fffil$ l1[fi*ffF;:You've
go throughthe resultstogether.
Heli

Bad news
{:t

Dear Olga
r:*ed yonmtGffigewflllem,*i*,*om&.Mffilim
f'nt
x*As you know, he has not
beenvery well for sometime. I'll be looking after his work while he is awayso if you need
anything,pleasecontact me.
Regards
Tim
Replying

to bad news

lal

Dear George
,b lwy
I,r*n
,
*afffl$fi*li,| know you'll be worried about your work, but l'm
sure that Tim can handle thingsl Takecare and make sure you get plenty of rest.
ilril.*i
O lga

;;

A reminder
Dear Sarah
W,,AffiH*!*li@:h:rfur?
We'd like to organisea leavingparty for her.Lhry*p***e,&
.
k
i
.*[ i
**ru.Bythe way,do you think shewould like somegolf equipmentas a retirement
present?
Regards
Duncan
Replying

to a rominder

Duncan-i*titrfi$Wi*il**$iffi,#about
Mona'sretirement.l'm sure shewould really
appreciate
somenew golf clubs- but I recommend
that you askherwhat shewould like
beforeyou buy themlffi**is the retirementpartygoingto be in June?iff:*ffi"
lkiffiSil$a**$Gl'll be on holidayfrom June 30.
Bestwishes
Sarah

Notes
I'm pleased
to tell you...

l'm sureshe'dwantyouto he there.

Otherwaysto introducegood news:

Goodnews!I've justreceivedthe results...
I'm happyto tell youthe results.
You'llbe oleasedto knowthatthe resultsare
verygood.
... l've justreceivedthe results...
Morephrasesfor announcingnews:
l've justheardthat...
John hasjusttoldme that ...
I heardfromJohnthat...
Didyouknowthat...
I thought you'd like to know immediately.
ft is very commonto use lthoughtorI knew
news:
to announce
to hear...
I thoughtyou'd
be interested
I thoughtyoumightnot knowthat...
I knewyouwantedto knowthe results.

Usel'm surewhenyou believesomethingis

true.
I'm sure I told youabout it.
I'm surehe agreedto come.
I'mnotsureindicatesuncertainty:
I'm not sureif I told you.
I'm not surewhois coming.
Thankyou for remindingme ...
Note how we use Thankyoufor +ing:
Thankyoufor helpitg me.
Thankyoufor sendfugtherepoft.

Well done, Macy.

An alternativeto Congratulations!
Usingthe name(Welldone,Macy)
personalises
the congratulations.
you
that Georgewill he on sick
to
tell
I'm sorry
leave for two weeks.
lf you wantto say more:
He hasbeenunwellfor sometime.
He hasjusthadan operation.
He hasbrokenhisleg.
I was really sorry to hear you're not well.
of sympathy:
Otherexpressions
I was sorryto hear thatyouhavebeenill.
I was verysorryto hearabouttheaccident.
I wasshockedto hearaboutit.
Getwell soon.
An afternative:Hopeyoufeelbettersoon.
Youmay alsoseethis formalalternative:
Wewish you a speedyrecovery.
Haveyou rena nhetedthatMonais rctiring in June?
that... andJustto
Haveyouremembered
remindyouarc politewaysof reminding
someone.Comparewith:
Haveyouforgottenthat ...
I hope you can make it.
Tomakelt(informal)meansto come/attend.
I hopeyou can makeit to the meeting.
I hopeyou can makeit on Tuesday.

Justtocheck...
Otherphrasesto checkmeaning:
Just checkingCanI justcheck...
Moreformalwaysto askfor clarification:
Canyouexplainwhatyoumeantby ...
l'm sorry,but couldyoupleaseclarify...
lf so, I'd love to come.
/f so meanslf thisis trueor lf thisis the case.

Briffuh/Amiem

frms

Britirh
Anrerican
Welldanel
Eaadjsbl
(Notussdin
American
English.)
t:'tlbe loakingafter t'llbe takingcare
hiswork...
of hiswork...
(Alsousedin British
English,
thoughless
frequently.)
A leavingparty
A farewellparty
l'llbeonhatiday
fran Junefi.
June
{pronouneed
thethirtieth)
He hasjusthadan
operationlHahas
brokenhisleg.
I wasreally
sorryto
hear...
Equipnent
Booking
Form

t'ltbeon vacation
staftingJune3A.
(pronounced
June
thirrieth)
Hejusthadan
aperationJ4e
brokshis
leg.'
t'Nt an reallysorry
to hsar...
EquifnentReservation
Form

Practice
Make tlrese statementa more'friendly'.
the chapter and the phrases below

Refer to the messages in

ExAMpu:
.Pte+s.e.
9.Q4e.ql{visit.$s,. .
a Havea rest!
Makesure
you.
b Thank
Many .
hasbroken
c Sonja
herarm.
l ' ms o rryto
....
d Johnis retiring
nextmonth.
Justto let . . .
e I willcometo theparty.
t'd ...
f I hopeyoucanattend
themeeting
I hopeyoucan
g Hewantssomesportsequipment
present.
forhisleaving
l'msurehe'd.
h Contact
me.
Pl e a se g e ti n . ..
,
Complete the sentences with a form of the word in brackets.
I havereatty.g!d9Y.<4..
ExAtptE:
. . . workiniwithyou. (enioyment)
t
(retire)
a Areyoulookingforvqard
to your
b l ' m o r g a n i si n g a .....

...for M ona.
. allthehelpyouhavegivenus.

c We really.

(collect)
(appreciation)

d Justto letyouknowaboutLaura's

(promote)

e Wewereall

. . whenwe heardthenews.

(shock)

exactly
whatis happening?

(clarification)

you. .
Could

g l h a v ea n i mp o rta n t.....
h Many
i
j

...tom ake!

(congratulate)

. .Verywelldone!

l w a s so rryto h e a ra b o u tyo ur ..
I hopeyouarefeeling
betterafterthe

( announce)

......1e9.

(break)
(operate)

3 Put the sentences below in the correct order.

g Weareplanning
fromyou.
a to hearing
to arrange
party.
helping
to
organise
the
h
b for
office
to discuss
this.
i Allthebest
c Manythanks
j Looking
d yourhelpagain.
foruvard
k andwewouldreallyappreciate
e lt wasa greatsuccess!
you
me
f Could call
I another
in December
event

Hi lattr

s..\^.tly.th*lkl

Cortchitar

4 Match the two parte of the sentences.

1 | wasverysorryto
you
2 Justto remind
to organise
3 Weareplanning
4 l'msurethatRosa
5 Shehadto leavethecompany
to
6 I havedecided
7 Good
to
if
8 l'd bedelighted
It
has
been
a
I

a
b
c
d
e
f
g
h
i

wouldliketo cometo theparty.

movebackto Dubai.
hearthateverything
wentwell.
is retiring
nextweek.
thatFrieda
hearthatyouhaven't
beenwell.
forpersonal
reasons.
partyforher.
a leaving
pleasure
working
withyou.
youcouldvisitusinthesummer.

5 Gompldte the puzzle below and find the keyword.

1
2
3
4
5
6

o\

r
a

r .PJe aS e..........k eepi nto u c h !

2 Youarevery
3 Haveyou. .

. . . . . to come
andstaywithus.
thatit isJulie's
birthday
tomorrow?

4 Many

.....for allyour help!

5 Wewishyouevery.

. . . . inthefuture.
. . . you'dliketo hearthenewsimmediately.

6 |.,
7 W e r ea l l y.

....allyour help.

8 | wassorryto hearthatyouare
=D
KE Y WOR
P ..

. . . thecompany.

6 Complete the s_entrlnces with a preposition.

EnlrrptE:
.Oh
Congratulations

. . . yourpromotion.

l w assorrytohear..

. . . . y o u ra c c id e n t .

We areverygrateful

l ho p eyouarefeeling
better.
Getpl e n t y

l go in gtobe.

I'm a fraidK ateis....

Wholooks.

l'll be back

Th a n kyou..

allyourhelp.
. . . . . . re s t .

.....holid a y n e x t we e k .
. . s ic k le a v e .
. . . . . Kate'sworkwhensheis away?
Friday?
Seeyouthen.
....remin d in g me .

Glossary
I TheBasics
Beginnings
andendings
Yourlanguage
HiKim
Howareyou?
l'mfinalising
thedetails
oftheLeadership
Course.
Bestregards
(Nochanges
Nochanges
needed.
areneeded).
- Yours
DearMsNovotna
sincerely
I wouldliketo inviteyouto visitus.
youagain.
I lookforward
to meeting
- Yours
DearSir/Madam
faithfully
policy
Thisisto confirm
thatyourcurrent
you.
covers
Basiclayout
Itwasgoodto meetyouattheseminar
in Paris.
I wouldliketo arrange
a meeting
withyou.
Wehavemanynewproducts
thatwillinterest
you.
youletmeknowif youareavailable
Could
on
June5thor6th?
I lookforward
to hearing
fromyousoon.
Please
notethatourKorean
agent
willbe
visiting
thecompany
nextFriday
21June.
Please
thatyoucanattend.
confirm
D e aar l l ,
l'veattached
a copyofthemenu
fortheannual
dinner.
please
Laurent,
canyoumake
thearrangements
forthemusic?

MakingGontact
Messages
1
your-advertisement
I have
seen
onyourweb

Yourlanguage

page.
I wouldliketo applyforthepost.
working
I amcurrently
asa Marketing
Assistant.
I workfora publishing
company
inLondon.
youforyouremail.
Thank
I ampleased
to attach
ouronline
application
form.
I lookforward
to yourreply.
myCVasrequested.
I enclose
Please
letmeknowif youhaveanyqueries.
fornotsending
I apologise
thisearlier.
Please
callmeonmymobile.
Messages2
Wearewriting
to inviteyouto a conference.
Please
takea lookat ourwebsite.
I amsending
theschedule
forthe
forthcoming
conference.
Wewouldliketo attend
theconference.
Wehavereserved
a standforyou.
youplease
sendusa $umgary
Could
ofyour
company
bytheendofttteweek?
Weareanestablished
intheUK.
company
Weprovide
training
forthemanufacturing
andservice
industries.
Wearehappy
to provide
on-site
training.
Wecanprovide
training
intheUK.
atvenues

3 Arrangements
Arranging
a visit
Wewould
beverypleased
ifyoucould
visit
0urcompany.
Pleaselet us knowyouravailability.
Thankyoufor the invitation
to visityourcompany.

Yourlanguage
I lookforwardto yourconfirmation.
Justto confirmyourvisitto us nextFriday.
SeeyouFriday.
I amattaching
a mapwith directions
to our
facility.
Followthe
roadaround
to themainreception.
Doyouknowwhenyouareplanning
to arrive
yet?

Travelarrangements
l'veputtogether
thefollowing
itinerary.
We needto finaliseit today.
Departure
is fromMilanat 11:05
onflight8A68.
Youwill havean overnight
stayatthe HiltonHotel
in Salford.
Yourpick-upby company
carwill beat 8:00.
l'm bookingDon'sflightstodayfor the Berlin
meeting.
flightleavesLondonat 7:30.
TheLufthansa
ShallI reserveyoua seatonthe sameflights?
I amwritingto confirmthe reservation.
for me
Couldyoucheckoutthefollowing
please?
Hastheairlinereserved
an aisleseatfor me?

Takingandforwardingmessages
l'msorry| wasn'tfreeto speak.
I triedto callyoubackthisafternoon.
Thenumber
wasengaged.
hasbeendelayed
inShanghai.
JaneBaxter
please?
Canyougiveherapologies,
Therearestillsomedetails
to sortout.
please?
Canhecallhertonight,
thedraftitinerary
forSweden
l'vejustreceived
fromHelen.
Havea lookat it.
Thanks
forthis,Stefan.

Yourlanguage
Let'ssay10a.m.in myoffice.
I shallbe awayfromthe officeuntil22July.

4 Meetings
(11
upa meeting
Setting
Weneedto setupa meeting.
Howaboutnextweeksometime?
WhataboutTuesday
at 1 p.m.inthecanteen?
lunch.
Wecouldhavea working
I wouldbeverypleased
to visityounextTuesday.
3 p.m.would
befinewithme.
youagainnextweek.
I lookforward
to seeing
themeeting
Canyouconfirm
on2lstin Bonn?
Weneedto finalise
arrangements
today.
I wantto meeturgently.
isto briefyouonthe
Thepurpose
ofthemeeting
meeting.
Please
clearyourdiaries.
Settingup a meeting{21
letmeknowinadvance
if youareunable
Please
to attend.
rticipa
Agenda/Ven
ue/Pa
nts/Apo,logies
gfthelastmeeting.
l'veattached
theminutes
of nextmeeting
A0B/Date
Please
notethechange
to item2 ontheagenda.
paper
l'vemoved
theInternational
Strategies
to
nextweek.
priorto
We'llneedto circulate
theagenda
the
meeting.
system
is down.
Ourcomputer
ls it possible
to putthisontheagenda
for
Monday's
meeting?
l'd liketo runthrough
thefinalarrangements.
Weneedto ensure
thateverything
runssmoothly.

Yourlanguage

Meeting
follow-up
performance
Review
oflastquarter's
All teamsto provideweeklyreport.
Schedule
interviews
withthe Press.
A0B = anyotherbusiness
l'vejustlookedat the minutes.
We'llneedto rearrange
a date.
I suggestthe
2ndJune.
sendoutanamendmentto
Canyouplease

everyone?
Re.thenewbrochures
Bytheway,I wasinterested
to seeournew
salestarget.
Thanks
foryourcomments
onourperformance.
l'vepassed
onyourcongratulations
to theteam.
youforallyoursupport.
Thank

5 Enquiries
Messages
1
price
Please
send
mea current
list.
youinclude
somesamples?
Could
youforyourinterest
Thank
inourproducts.
Youremailwasfonruarded
to me.
in buying
fromFairtrade
Webelieve
organisations.
Youwillfindfurtherinformation
onourwebsite.
I willsendyoua copyofournewcatalogue.
Manythanks
foryourprompt
response.
Weareveryinterested
in ordering
fromyou.
WouldMay24thbea suitable
timeto visityou?
I enclose
a copyofourlatest
company
brochure.
Message2
Whatwouldyouadvise
usto do?
Arethereanysuppliers
thatyourecommend?
It'sbestnotto startthemachine
againuntilthe
arrives.
engineer

Your
language
Haveyouconsidered
contacting
Gudul?
Youcouldconta,ct
Tools.
Universal
I wouldbegrateful
if youcouldsendmefurther
information.
Thankyouforyourenquiry.
l'mafraidwe do notrunanygeneral
courses.
yourenquiry
I haveforuvarded
to FiltonCollege.
to yourenquiry.
Withreference
Youcanseefurtherdetails
of ourschoolby
goingto ourwebsite.

dealing
withproblems
6 Orders,
0rders
We haverecentlyorderedsomenewoffice
furniture.
quotefor removal
Couldyouplease
of existing
furniture.
Wewouldliketo placeanorderwithyou.
Yourtermsandconditions
statea delivery
time
of fourweeks.
Wouldit be possible
to dispatch
the itemswithin
two weeks?
lf thereis an additional
charge,'please
letus
know.
I canconfirm
thatalltheitemsyouordered
are
in stock.
We'dlikea repeatorder.
ls thisyourlatestcatalogue?
Couldyougiveus a firmdelivery
date?
thatourusualdiscount
Couldyouconfirm
would
apply?

(11
Dealing
withproblems
l'm sorryto saythatwe maynotbe ableto meet
t h ea g r e e sch
d edule.

I'mafraid
wewillfallbehind
schedule.
Yourlanguage
yourmessage.
I wasverysurprised
to receive
Youassured
usthatthisschedule
was
guaranteed.
0n Friday
13thMarchwetookdelivery
of a
consignment
ofCDcases.
theboxes,
0n unpacking
wefoundthatmanyof
thecases
weredamaged.
Thisis extremely
inconvenient
forus.
Weurgently
needreplacements.
I amverysorrytohearthatyou
hadproblems
withourdelivery.
Wehavesenta replacement
bycourier.
packer
wasonholiday.
Ourregular
wasbelowourusual
Ourservice
standard.
(21
Dealingwith problems
Weareveryunhappy
withthelevelofservice
youhavegivenusthisyear.
Wealways
haveto waitforspareparts.
Wehavehadto shutdownproduction
onthree
occasions.
you
I wasverysorryto hearabout
theproblems
haveexperienced.
Weshould
meetassoonasI hearthe
outcome.
I expect
hisreportbytheendofthis
to receive
week.
Wehavestillnotreceived
thisorder.
Weapologise
foranymisunderstanding.
Wedotryto keepourwebsite
up-to-date.
I regret
thatwe cannot
accept
thereturnas
faultygoods.
gesture,
Asa goodwill
wewillissuea creditnote.
I trustthismeets
withyourapproval.

7 Shortreports
infomation
Providing
yousendme
a shortreport?
Could

Yourlanguage

WeholdweeklyBoardmeetings.
Thepurpose
ofthevisitwastotakepartinthe
Exhibition.
werereceived.
2 000enquiries
Weneedto followupcustomer
enquiries
immediately.
Werecommend
thatthenewagents
should
visit
theuK.
- canyousendmethe
Justonethingmissing
costanalysis?
Exhibition
stand
Expenses/Expenditure/Antic
ipated
Revenue
Focuson FactsandFigures
Thisyearwe hadover25000visitors.
werechildren
A thirdofthevisitors
undersixteen.
Approximately
90percentofthevisitors
said
theyfoundtheCentre
informative.
werehappy
Mostpeople
to paytheentrance
feeof$ii1.50.
wentupby30percent.t'
Sales
Therewasa sharpriseof40percent.
slightly
Salesdropped
by2 percent.
withlastquarter,
salesarehigher.
Compared
Lastyear's
fallin productivity
wasa direct
resultof lowmorale.
paycutswereresponsible
forthe
These
increase
insickleave.

Personal
messages
1
Messages
noteto saymany
thanks.
Justa quick
youhavedone.
We reallyappreciate
everything
Manycongratulations
onyourpromotion.

Yourlanguage
Stayintouch.
EFPC.
Thisisto letyouknowthatI willbeleaving
Please
comeandvisitme.
I wasverysorryto hearthatyouareleaving
thecompany.
It hasbeena pleasure
working
withyou.
I wishyoueverysuccess
inthefuture.
forallyourhelp.
Thanks
Itwouldbegreatto seeyouthere.
Good
to hearthattheeventwentsowell.
Messages2
l'mpleased
totellyouthatl'vejustreceived
theresults.
you'dliketo knowimmediately.
I thought
Macy.
Welldone,
willbeonsick
I'msorrytotellyouthatGeorge
leavefortwoweeks.
I wasreallysorryto hearthatyou'renotwell.
Getwellsoon.
thatMonais retiring
Haveyouremembered
inJune?
a collection
forher.
We'dliketo organise
I hopeyoucanmakeit.
l'msureshe'dwantyouto bethere.
youforreminding
me.
Thank
- isthepartyinJune?
Justto check
lf so,I'dloveto come.

Answers
1 TheBasics
1

a- i, U- [

c-ii, d-i, e-ii

a i b ii

ato

a check b receiving c meeting d visiting e know f g o

g writing h confirm

1e

An informalmessage
1c 2d 3 a 49 5f 6b 7h 8e

ci

bat

2f

dii

eii

cto dfor

3b

4c

5h

fi
eon,at fon

6g

7d

gat hfor

8a

A formalmemo
1b 2d 3 a 4c 5h 6g 7f 8e
7

Memorandum
To:
From:
Date:
Subiect

AllStaff
(yourname)HumanResources
Manager
(today'sdate)
HealthandSafetyConferqnce

I wouldliketo inviteyouallto attenda conference

on July22,at g a.m.
in the BoardRoom.
Therewill be a buffetlunchat midday.
Pleaseconfirmthatyoucanattend.
lfyou haveanyqueriespleasedo nothesitate
to contactmeon extension
345.

MakingGontact
aa s

liii

ao n - site b r ange cproducer dserv ic e e s u mma ry f q u e s t io n n a ire

1d

5
2
5
7
6
8
1
4
3
9

b for
2v

29

3 ii

3a

cat.das;eby

f on g a t

4i5vi

4e

5b

h in

.6iv

6c

7I

D ea rC olleague
We arewritingto informyou
thatwe areorganising
a conference
in NewYork
at the endof the month.
We wouldliketo invite
yourorganisation
to attend.
Please
takea lookat ourwebsiteat www.conzfi.co.kr
whereyouwill findfull detailsof the conference.
Pleasedo nothesitate
to contactus
if yourequireanyfurtherinformation.
Yourssincerely
Jeongmi
Seo

1b 2c 3d 4a

right
is always
TheCustomer
JohnSmith
projector,
video
Laptop,
4thoctober
B
Room
Conference

3 Arrangements
confirm single 22ndJuly
pleased nextweek stay
office contact queries
invitation August attend

a
b
c
d

1e

2a

3i

4b 5c

6d

lb

2a

3f

4c

6e

a along;on b in;at c at;at d from/tofor e foro f on;to

a correct b notnecessaryc correct d notnecessarye incorrect-for

- at
f correct g incorrect- away h incorrect

Marketing
ToattendAgentsWorkshoP
17 thJu n e11:45
Air France
Creditcard

5d

7f

8g

th

4 Meetings
I

b ma n a g ecsu i t davailableesuits
a a v a i l ab i l i ty

1 We'llneedto
youfor
2 Thank
3 Canyoupasson
4 Canyouconfirm
letmeknow
5 Please
6 | wouldbeverypleased
7 Whatabout

liii

2 v 3 vi 4 vi i i S vi i 6 i i 7i 8iv

1 agenda
2 availablo
3 participants
4 diary
5 reschedule
6 amendments
7 brief
8 minutes
9 apologies
10 item
1l circulate
12 summary
= availability
KEYW0RD
5

Example
answer
Toall MarketingStaff
Therewill be a meetingon Tuesday
l4th in the Conference
Roomfrom14:00
to 16:(X)
to discussthe new
brochure.
Pleaselet meknowin advanceif youare unableto attend.
Looking
fonrvard
to seeingyouall nextweek.
Pierre

a in;at b at on c for;on;by d with;at at e in f on;in

5 Enquiries
I

a in b in c for d to e for f in g With;to

a to hear b to start c to be
h getting i going

d to arrive e solving f buying g using

a Someinformation
is inthqpost.
b Thereportis attached.;.
c Whatisyouradvice?
recommends
d 0urcompany
strongly
EDR.
e Whataboutclosing
downthesystem
first?
f l'msorrybutwe donotarrange
delivery.
bii

ci i

aii

1 e 2 c 3 f 4 h 5 a 6 b 7 i 8 d 99

Enquiry
1
1b 2d
Enquiry
2
1d 2b

di

eii

3a

4e

5f

3e

4c

5a

fi i

gi

6c
6g

7h

8g

7t

a contacting b recommendation
c advice d enquiry
g
e reliable f logging attached h foruvarded

dealingwith problems
6 Orderc,
1

a order b forward c assured d accept e dispatched f meet

ato

1 e 2f 3 h 4 g 5 a 6 b 7 d I i 9 c

a haveexperiencedb to discuss c to receive d havesent

willrefund f apologise
e return,

b on

cfo r

d w i th

e by

f for

g on

h for

i with

a dissatisfied b dispatch c additional d definite e a discount

f con ce r ned gpromise harefun d i meet
DearMsDuval
youforyourletter.
Thank
withourconsignment
of printers.
I wasverysorryto hearthatyouhadproblems
you
todaybycourier.
Thesamecourier
willtakeawaythe
orderto
Wehavesenta replacement
:
printers,
damaged
at noe)dracost.
.
I trustthismeets
withyourapproval.
'
ourapologies.
Please
accept
Yours
sincerely
(Signyourname)
(Printyourname)

7 ShortReports
thebreakdown
ofsalesduring
thelastyear.
A 2 Thisreportshows
rosebyl8 percentinthelastquarter.
worldwide
B 1 Sales
largest
shareofthemarket.
Europe
still
has
the
3
by3 percent.
intheFarEastfell
6 Sales
intheFarEast.
ouradvertising
C 4 Weneedto increase
intheFarEast.
newagents
7 Wemustappoint
to continue.
wasverygoodlastyearandwe expect
thissuccess
business
D 5 0verall,
a steady b sharp c dueto d in
g investing h Overall i higher
1
2
3
4

e increase f competitive

purpose
a v i s i t o rs cp l a ce d
a recommendation
b recommenddue
due

d,

pba

sib

nG,r'

,/C

,/

//

e
d
5A

en

2 /d

TZmop b
"/l'l

,/ e

'l

,./e-

ol

ttl

l al

I I
lll

UcUb s

tm

rose a sharp
decline improvement (Graph
2)
(Graph
B theleast verylow resulted
in
3)
( Gr aph
1)
c successfuldueto drop

Personal
messages
I

a Makesureyougetplentyof rest.
b Manythanks
c I'msorryto hearthatSonjahasbrokenherarrn
d Justto letyouknowthatJohnis retiringnextmonth.
e l'd loveto cometo the party.
f I hopeyoucanmakeitto themeeting.
g l'm surehe'dreallyappreciate/like
somesportsequipmentfor
hisleavingpresent.
(with
get
h Please intouch
me).

a r eti r em e ntbcollection cappreciat ed p ro mo t io ne s h o c k e d f c la rif y

g announcement
h congratulations
i broken f operation

H i l an
c Manythanks
b for helping
to organise
theparty
e lt wasa greatsuccess!
g We areplanning
to arrange
I another
eventin December
k andwe wouldreallyappreciate
d yourhelpagain.
yo ucallme
f Co u ld
h to discuss
this.

j Looking
forward
fromyou.
a to hearing
i Allthebest
Conchita
4

1 e 2 d 39

4 a 5 f 6 b 7 c 8i9h

1 please
2 welcome
3 remembered
4 thanks
5 success
6 thought
7 appreciate
8 leaving
= pleasure
KEVWoRD
a a b o u t bfo r co f d o n e o n fafter gon ".hfor".
1

Punctuation
Emails are often written very quickly, and rules of punctuation are not
always follo{red. However, corect use of punctuation makes the
message clearer. Some examples:
(contractionI
An apostrophe
l'll sendyouthereportas soonas possible.
1 1 '1 twill)
1=
(possessive)
An apostrophe
John'sschedule.
Brackets
Tel:{01423}
187900
A colon
Wewill needthefollowing:
50chairs
5 desks
1 digitalproiector
A comma
Thenewdirector,
FredCuplet,
will be inthe officet0m0rrow.
A dash
Saleh- canyoucallmetomorrow.
A dot
Thewebaddress
is efpc.co.u(info
An exclamationmark
Welldoneeveryone!
A fullstop
l'lltry andcallyout0m0rrow
at 3 p.m.
A hyphen
l'd preferto havea right-hand
drivecar.
0uotationmarks
Mayumisaidshewas"pleased"
withtheresults.
A questionmark
Havewe forgotten
anything?
A semi-colon
Business
is goingwell;we haveincreased
salesby20percent.
A slash
Thewebaddress
is efpc.co.uldinfo

Dates and tlmes

Dates
waysto writethedate:
Thereareseveral
Managersince16July2002.
I havebeenworkingasa Marketing
ThecontractwassignedonMarch302Wl.
of theCP4modelstartedon l.0.07.01.
Production
2002.
Toniwill retireon23rdNovember
p.m.
you
Thursday
3
Sept.
2
on
at
See
Whenyouwritethedate,youcanleaveoutthelettersl-st -nd,-rd,4hlthatfollowthe
youwriteit or not:
third,fourthefc.whether
butyoualwayssayfirst,second,
number,
andone
third,
fwothousand
and
one,
or
July
the
two
thousand
- thethirdof July,
3 July 2001
of December
- thethirty-first
3lst December
buttomakesurethereis no
infigures10.07.03,
Youcanwritethedatecompletely
or Julylhth2M3
it is betterto writeit infull lfth July2003
misunderstanding
Gommon Expressions of Time
For
to Brazilforthreeyears.
Wehavebeenexporting
I havebeentryingto contactyoufor twodays.
(Forrelers
to a periodof time, showinghow long somethinghas lasted.i
Since
ofAugustfor a reply.
I havebeenwaitingsincethebeginning
thesematerialssince2U)2.
We'vebeensupplying
(sincegives
the startingpointof actionscontinuingup to the present./
Ago
threedaysago.
I lefta message
manyyearsago.
I visitedHamburg
/Agoshowswhen a pastactionstartedbut not by giving actualdates./
Last
meetingyoulastweek.
I enjoyed
a greatsuccess.
lastyearwas
Theconference
Nert
I lookforwardto seeingyounextMonday.
Thegoodswillbereadyfor deliverynextweek.
Until
I willbeat theofficeuntilI p.m.tonight.
untilSeptemher.
l'mgoingto staywiththecompany

Prepositions of Time
ln
Canyou confirm.adeliverydatein July?
I left the companyin 2003.
ln (the)summer,saleswent up substantially.
John Smithis retiring in 2007.
At
Are youavailableat 2 o'clocktomorrow?
Thecompanywill be closedat Christmas.
Theofficeis openatthe weekend.
0n
I look forwardto meetingyouon Tuesday.
We will deliverthe goodson Friday17May.
By
Thecasesshouldarriveby Monday.
Theminuteswill be readyby Tuesdaylunchtime.
(Byrefersto a deadline/
From
Therewill be a meetingin the conferenceroomfrom2 to 5 p.m.
Iwas in Berlinfrom4th to &thJuly.

BTtr|r'{moryn ffirurmr
Britiah

American

third,
twothousand
Jutythe
andoee

|il";ffil,

(lfth JulyZNE)
10/07/03

(0ctober7thZffEl
tW7/03
HOTE:AmbricanEnglishstyleis month/day/year
Thecornpany
willbe clasedon Christnas.
In the USonlytlecember
NOTE:
25this a holiday

"
Thecampany
willbeclosedatDhristinas.

thousand
one

ib'|'nsef'
:il* :ilillffitr:H;rtr;?s
Theofficeis openat theweekend.

The officeis apenon theweeketncl.

Abbrevlatlons
Some common abbreviations used in emails.
a.m.
approx.
ASAP
Attn
cc
c0.
CV
dept.
e.g.
ETA
etc.
FAO
FYI
govt.
i.e.
lnc.
Ltd
N.B.
pcs
p.m.
pp*
PS
qty
re.
ref.
RSVP
tba
tbc

(antemeridieml,
e.9.9:00
a.m.
beforemidday
approximately
assoonaspossible
of
Fortheattention
copyto
c0mpany
vitae
curriculum
department
(exemplii
gratia)
for example
estimated
timeof arrival
et cetera
English)
is notusedinAmerican
of (FAO
Fortheattention
Foryourinformation
government
thatis (id est)
Incorporated
Limited
Please
note(Notabene)
pieces
(postmeridiem)
aftermidday
(per
pro)
onbehalfof
Postscript
quantity
regarding
reference
s'ilvousplait)
replvfi1pondez
Pfease
beagreed
to beadvised/to
to beconfirmed

* ppis notusedinAmerican
person,
ofanother
onbehalf
English.
Whenyousigna document
youcanwritetheperson's
namefollowed
byyourinitials.