Delta BCSkills E-Mailing PDF

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DELTA Business Communication Skills
Series editors
Susan Lowe and Louise Pile
ErmaiLing
Louise Pil"e
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PUBLISHINC
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DELIIA Publishing
39 Alexandra Road
Addlestone
Surrey I(T1 5 2PQ
llnited I(ingdom
@ DELTA I'ublishing 2004
All rights rescrved. No reproduction, copy or

transmission of this publication may be made
without written permission from the publishers
or in accordance with the provisions of the
Copyright, Designs and Patents Act I 98 8.
or under the terms of any licence permitting
copying issued by the Copyright Lioensing
Agency, 90 Tottenham Court Road,
London W1P 9HE.
PHOTOCOPIABLE
Pages 56-58 may be photocopied for
use in class but may not be sold or
distributed separately or included in any
other publication lbr sale or distribution.
First published 2004
Critically read by Anne Lar,r,s and

Sarah Baldy{iihnapfel
Edited by Catriona Watson-Brown
Designed by Caroline Johnston
Illustrations and cover design by Peter Bushell
Picture research by Emma Bree
Printed by Halstan & Co, Amersham
P lrc to a cknowle dg ement s

Cover: DigitalVision
Page 1 3: DigitalVision
Page 20: Brand X/Alamy
Page 27 : Imagesource/AIam5,
Page 36: DigitalVision
Page 12: DigitalVision
Page 44: Photodisc/Creatas
Page 49:DigitalVision
ISRN Book 1-900783-81-9

cD 1-900783-87-8
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DLLTA Brrsine.s.s Cornrnurticatiorr S/<i11s is a ncw series which uses a lezrrner-centred
approach to develop kcy communication and ltrnguerge skills essential for today's
intcrnational busincss environment. The scries is clesigned for learncrs of business
English at pre-intermcdiate trnd intermediatc levcl, either pre-scnricc or in-senrice,
and it can be uscd cither in the classroom or: for seif-study
Ireatures of the scries includc:
o Indir,,idual Needs analysis and Learning o Helplul suggestions lbr language study
journal o Regular: language reference and rerriert
a Art arencss-raising activities sections
a Ertensirrc personalizcd exercises o Photocopiableresources
o Tips for cfl'ective performance in o An intcgrated audio CD
busincss o Full transcripts and ttnswcr ke5z
Eenailirrylaims to hclp you to derreiop the shills and language ),ou need to nrrite effectivc
business c-mails in English. E-rnuilitul consists oI six corc units, each containing:
o Context - to raise alvelreness ol' thc skills and issues invoh,ccl ir-r e ach stage of thc
e-mail nrriting proccss, and to inlroducc dil'I'ercnt strategies 1br clcvcloping these skills
a Presentation ancl Practice - of core langua'rge (vocabulary, grammar and phrases)
lir-rl<ed to thesc skills
o Tips (cultural or languetge related) for e-mzriling efl'ectlvely
r Consolidation - to allow you to apply what you have learned to Srour own r'r'ork
situation
o Reference - uselll vocabulary and phrases related to each unit
o Review study suggestions and further practice (ideal lbr l-romeworh/self-study)
The book also contains:
o Needs analysis. This cncourages you to consider what 5rsLl need to focus on in order
to gct the most out of the book and 1rps1 learning.
o Learning iournal. This provides the opportunity to reflect and personalize what you
have studicd in the book.
a Resources section. This pror,ides additional material such as checklists,
photocopiable framcnrorl<s and additional activities.
a Answer key. This includes suggestcd answers and is designed to enablc yclu to work
eitl-rer alone or r,r.ith a teacher.
o Transcripts. These detail the content ol' thc accompanying CD.
H*re; tca H$** thls h**k Step I Step 2

Start by rrrrorking through the Needs You should then familiarize yourself n ith
analysis (page 5). This vr,,iil help you to: the Learning journal (pages 6 and 7).
o considcr the e-mails you write in You trre asked to refer bach to this journal
English - ancl your strengths and at the cncl of errsry core unit.
weaknesses in r,rrriting these:
o identify and prioritize your immcdiate Step 3
and luture needs lbr nrriting e-mails; Work through the units in the order that
o detcrmine the order in n hich ),ou work you feel is most appropriatc to your needs.
through thc core units in this book.
I hope you enjoy leairning n ith this book.

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Louise Pile
Scries editor and aruthor
&bcut {i:r. ;;,1gt6'i^ Louise Pile has cxlcnsi\e Business English teat'hing and tcacher-t.ni,,ring cxperient'e.
both in the l.lK and abroad. She has nrritten and editcd a range of print and multimedia
Ian gu age-1earn in g rnaterials.
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Learning iournal
Buring the course As you work through each unit, summarize helpful Ianguage and tips forellective
e-mailing. An example is given, but what you note down will depend on your ortn
learning pattern.
Example
Unit:6
Useful language: to do your best; to
malce a rese rvation; to run a spell
check; to attend a session; l've
worked here since 1999/brthree
years.
Useful tips: check my e-mail will
make a goo4 impression on the
reader; iskJon to read through my
e-mail before sending it
Your Learning journol

Unit:1 Unitt2
USeful language: Useful language:
Useful tips: Useful tips:
Unit:3 Unit:4
Useful language: Useful language:
Unit:5 Unit:6
Useful language: Useful language:

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U,,.N IT Getting started
THIS UNIT LOOKS AT:
I key e-mail terminology and'netiquette'
I Ianguage for beginning and ending e-mails
I giving your reason for writing
I referring to previous and future contact
netiquette n, lnetlketi The unwritten rules of behar''iour on the Internct,

especially related to the use of c-mail, chat rooms and newsgroups.
fA v" **"au
'L:{rti*-r-AL +
I Look at the e-mail below and consider these questions.
1 Who is the sender? thc receiveri
2 Is there a signaturei a disclaimer?
3 Is the subject line lilled in?
4 Has the importance option beerr uscd?
5 Has the e-mail been copied to anyone else (using the bcc (blind carbon copy) or
cc (carbon copy) lield)?
6 What is the purpose of the e-mail?

7 What format would the altachment bc in7
8 Wlrat is the rcceirrer expected to do?
To: p-vogel@mply.de
From: s.griffrn@travelexpress.com
Cc:
Bcc:
Subject: Sales Manager post (ref. 7672P)
Dear Mr Vogel
Thank you for your e-mail expressing interest in the above vacancy.
Please confrrm whether you would prefer to receive an application form and
further details by e-mail (Word XP, approximately 551() or in hard copy by post.
lf you have any questions, please do not hesitate to e-mail or phone me.
Yours sincerely
Stacey Griffrn
Personnel Assistant
s.g rif i n @trave lexpress.com
Travel Express
35 Windmill Street
Evesham EN42 gTR
UK
ret +44 (0)1 868 767565 (extn 392)
Fax: +44 (0)1 868 767600
ikr;'x:'.1;::1"." ***************
h-!.lpllwrrylv.[ra vclc xpress. c o m
,'ffitril The content of this e-mail and any attachments sent with it are confrdential and for the
addressee only. Any unauthorised copying or distribution by anyone else is prohibited.
Please delete this e-mail if you have obtained it in error.
otherwise'
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Exontple e-moils 4 Look at the example e-mails below. To what extent does each follow the
guidelines on page 9?
, To: e-jason@kuhn.co.uk
From: myra-wynn@sales.try.com r-\
Subject: hi
/// t*l^*n
U leaflet.odf
Dear Ms Jason
Thank you for your phone call of 3rd January. I am pleased to hear that \Iodel BHT43
has been selling wel1. I am attaching a leatlet listing our ful1 range of larvnmorvers, as
requested. I look forward to doing business further with you in the Iuture.
Yours sincerely
Myra Wynn
Sales Assistant
To: Leila-Rajala@iho.ft
From: boris@mistra.com
Subject: meeting next week
Dear Leila
I just wanted to let you l<now that I can make the product launch next week.
Give me a ring if you need any help to organize the event.
Best wishes
Boris
To: info@shal.com
From: Michaela-Salter@can.com
Subject:
I am writing to you in response to your advertisement in 'Cycling weekly'. I am

interested in stocking your fbrthcoming Model 232 and would be grateful if you
could send me further inlbrmation about this range.
Best regards
Michaela Salter
Buyer
Bimleys
15 High Street
Sinton SI4 5BH
To: martin-summersby@ht.com
Cc: s-sandhu@mk-mode.de
Bcc:
From: m.schmidt@mk-mode.de
Subject: catalogue request
Dear Mr Summersby
Further to your e-mail of 1 2th September, I would like to apologize for the
delay in sending you our sales catalogue. We have just put together our new
catalogue and I wanted to be able to send you the most up-to-date information
about our products. Please frnd attached a PDF of our latest catalogue.
lf you require any further details about any of the items listed, please do not
hesitate to contact me by e-mail or phone.
Yours sincerely
Markus Schmidt
Customer Services Officer
MK Mode
Tel: +49 (0)7531 3859
http:,/,/www.mk-mode.de
i
T::#,i!i|il;;T:'1",, * * * * ****** * * * * * *
one purpose' The content of this e-mail and any attachments sent with it are confidential and for the
addressee only. Any unauthorised copying or distribution by anyone else is prohibited. The
views expressed here are not necessarily those of the company.
E
IItI
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I Match these key terms with their definitions.
Key terminology
1 netiquette a where you write the topic of your message
2 subiect line b type of electronic file (e.g. Word)
3 attachment c good-practice guidelines for e-mailing
4 to cc someone in d your contact details below your e-mail
5 signature e a document e-mailed to someone
6 lbrmat I a folder containing messages for you to read
7 in-tray g to copy your message to another person
Useful phroses 2 Put the words in the correct order to form sentences.
1 your dated I writing am reply in to letter ,5 lune
2 look I forward to your receiving reply
3 please attachcd find a copy caLaloguc of our
4 you thank for e-mail your
5 you if have questions any please not do hesitale contact to me
6 I writing am concerning the launch product week ncxt
7 really I'm the glad to about interview hear
8 if you wondercd lihe to just mcct would up later
3 Complete the e-mail using words and phrases from the Presentation
section.
To: elene-martina@usel.com
From: p.harmer@ut.fr
Subject: USEL'S product range
1 N4s Martina
lam writing 2-- regard 3 your advertisement in Eusrness Weekly.

I would be grateful if you a send me some information about your latest
product range.
I s forward to 6-. from you shortly.
Petra Harmer
4 1 I i.2 Listen to a voicemail message from a colleague. Make notes in the

framework on page 55 of the Resources section. Then write the e-mail.
lll
n
I Gettrng started
pou)s Bur11a9 I
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.lINN SIH] NC S]TON ])VA] CNV-IVNENOI SNINEV]I
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Ke$crene e lJseful phroses I look lbrward to doing business with you
again in the future.
Greetings Drop me a line some time.x
Dear Mr/Mrs/Ms/Miss Gillet I refer to (your last e-mail).
Dear Sir; Dear Sir/Madam; Dear Madam I saw (your website).
Dear Finn/Margit We understand from your e-mail that ...
Hello Mike * If you have any questions, please e-mail
Hi Jane * or phone me.
I enjoyed meeting you and look forward
Endings
to (meeting you soon).
Yours sincerely
Yours faithlully
Best regards / Best wishes Vocobulary
AIi the best *
Key e-moiling terminology
Bye for now *
to attach / an attachment
Reosons for writing to forward (an e-mail)
I am vrrriting in reply to / concerning / disclaimer
with regard to / about (your latest format
brochure).
importance option
Just wondered if you could (help me). *
Iive link
I am writing to (remind you about the
sales conference). receiver/addressee/recipient
We wish to (inform you of a change to signature

our prices). subiect (line)
fust a quick e-mail to (say hi).* Soles ond morketing
I am writing in response to your
adr,.ertisement
advertisement.
catalogue
I would like to (attend the seminar).
direct mail
I just wanted to let you know (that I can
mahe the product launch). * distribution
This is just to (say thanks for your enquiry
c-mail). * launch
Referring to previouslfuture contoct, Ieaflet
With reference to (your phone call), ... marketing seminar

In reply to (your letter), ... payment terms
* price list
Nice to hear from you.
Thank you for your phone call. promotional materials
Further to (your e-mail of 12th range
September), ... sales (representative/conference, etc.)
I hope to hear from you ... trade fair
*
Give me a call later on.
If you would like any further/additional

information, please do not hesitate to
contact us.
I was really glad to hear (about the
successful launch).*
" informal
W I Getting started
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Structuring your message
THIS UNIT LOOKS AT:
I different ways of structuring e-mail messages, particularly replies
I useful Ianguage for introducing main and supporting points (e.g. firstly,...;
os o result of ...) and for directing the reader (e.9. pleose see below)
e *&**x* Look at the e-mail extracts below showing how different people have replied to
incoming e-mails. Match each e-mail to one or more of these subiects.
iir: {:l *:ti ll
ll Dear steve
llrrrrnr, you for your e-mail. Please see my responses in between your requests
ll o"to*.
ll sest wishes
ll rn,,i.
il
ll> Please could you qive me the production frgures for last August? I need to
llsend them to head offrce by the end of the week.
lll',"r'r" on your desk.
I
ll > I need to see all the production staff on Thursday. Can you ring around and
llarrange a suitable time for everyone, and then book a room?
llfhe meeting will start at 4 p.m. and will take place in the boardroom.
tl
[TDear Martin
llanr"o you for your e-mail. Please could you give me a call on extension 343 to
llurruno" a time when I can come and lool< at your computer.
ll r"r, ,."nu,.o,
ll .trn"t
ll - - -originrt Message - - -
ll rror, M. Monroe
ll S"nt, 28 November 2003 09:45
ll ,o, J. cooper
ll srnt".t, Computer problems
ll o",,. ,,n",
llpf.rr" could you tal<e a look at my computer, which keeps crashing? lthink this
llir ,r , result of the new program l've loaded onto it recently to help us l<eep
ll track of distribution.
tl
K 2 Structuring your message

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s)ueql InJalerO qllM
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lsn6ny pJtZ uo 1ue;d aqt punore srolrstn aql Moqs ol OutaaJOE rol no{ 1ueq1
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3 What other factors can ensure that your e-mail is well structured? Compare
your ideas with the tips below.
o Reading on screen can sometimes be difflcult, so try to keep your e-mail as short as possible.
The receiver should not have to scroll down too far to read the whole message.
. Ensure your main points can be found easily. Introduce each one clearly (e.g. Firsrly, ...).
o Use short paragraphs which are well spaced. Ideally, each paragraph should contain one main idea
o Direct readers to the relevant part(s) of your message (e.g. See below .. .).
o Consider numbering or bullet points, using headings and sub-headings, or highlighting key
information (e.g. at 3 p.m.). ..:
'a:::I::::::::::L-.,.,.,-''a :::::II:-,::::::I:'
lntroducing moinl 4 Lool< at the e'mail below sent by Johannes Steiner, BTP's Regional
supporting points Production Manager in Germany, in reply to an e-mail from Martin Kilsby,
European Production Director. What are:
I the main points?
2 the supporting points, e.g. explanations in support of the main points (?his is drre
to ...) and the implications of these (This ra,ill leodto ...)?
To: m-kilsby@btp.com
From: j-steiner@btp.com
Subject: February production frgures
tttachments:
7f production-march-1 2.xls
Dear Mr Kilsby
Please frnd attached the latest production frgures for BTP Friedrichshafen,
Karlsruhe and Baden, as mentioned in your e-mail of 9th March. I would like to
draw three points to your attention in relation to these frgures.
Firstly, you will notice that production at Friedrichshafen has risen by more than
25%6 compared to the last quarter. This is as a direct result of tal<ing on 75
new production staff at the plant.
Secondly, production rates at the Karlsruhe factory were 1570 lower than in
the previous quarter. This fall is due to unexpected technical diffrculties with
the new machinery for the production line. These problems have led to delays
of up to twelve hours at a time.
Finally, in response to growing demand for industrial chemicals from the Far
East, the Baden plant plans to increase production from March onwards.
This means that the company will need to recruit as many as 1 00 additional
shop-floor staff to cover the extra shifts proposed.
lf you have any questions or would like any further information, please do not
hesitate to contact me.
Best regards
Johannes Steiner
I am writing to remind you all that the February production figures are due
in by the end of the weel<.
Best regards
Martin l(ilsby
rc 2 Structuring your message

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Fp"actice I Rearrange the words to make the six main points in an e-mail report.
I ntrod uci ng m oi n points
1 the company firstly plans invest to ncw meichincry 5 million in
2 production harre rtites incretrsed sccondly by 25ol'
3 thcre is products gronring our thir:clly demar-rcl for
4 the company dccided finally 100 has take to nenr on staff
5 company's firstly has tl-rere a change to thc bcen policy
6 linally product will invested be in Si I Otl,tl00 der,'elopment
I ntrod uci n g supPort i ng 2 Complete these supporting points from an e-mail report.
Points
1 I apologize for thc dclaSr i1 scnding this report. This is duc to ...
2 We have experienced a number of production problems. This is as a rcsult of ...

3 As agreed,' 500,000 r,r,rill be invcstcd in nettr machinery ovcr the next five Jzcarrs,
urhich will mean that ...
4 There's been a recent decision to expancl the plant. This r,rrill probably lead to ...
5 We havc decided to tahe on 2 5 new procluclion staff. This is in responsc to ...
6 On ing 1o ..., thcre u,ill bc delays to the delirreries to the warchouse.
7 Precause of ..., we hope to be ablc to providc a better service in the futurc.
2 Structuring your message

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Reference Usefulphroses Yocobulory
lntroducing moin ideas Yisiting a factory

Firstly. ... expand/expansion
Secondly, ... facilities
Thirdly, ... factory
Finally, ... goods dispatch area
health and safety (clothing)

I ntroduci ng suPPorting i de os
industrial chemicals
This is as aresult o/delays installing the
new equipment.' install/installation
Output will be reduced because of tlne invest/investment (in machines)
industrial action. itinerary
This is due to difficulties we are machinery
experiencing with the machinerY
plant
This is in response to an increased demand
schedules
for the new product.
shift
This will probably leadto short-term
disruption. shop-floor staff
This will meanthat our Production Production
capacity will increase.
capacity
There will be a short delay in responding
owing to the Postal strike. costs
line
Directing the reoder
manager
See below for further information.
operatives
Figures can be found below.
problems
See paragraph 3 for full details.
rates
Please flnd attached ...
targets
As you can see in the attached file, .'.
Point 4 above deals with '..
My responses can be found directly after
each of your questions.
As stated in your original message
below,...
A summary of the rePort can be found
beneath this message.
Study suggestion Put new words or phrases on cards,with a translation into your own language on
the back.
d 2 Structuring your message

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'so)uoluas o{eLu o} JopJo u! spro^/\ osaq} }nd z
rJFeu eLu uor+ln Pord :a1tuunx7y
iuoptnpo.td PJo/( aql q1;rr of leql )!un aql u! pug no{ uP) spro^,\ r(ueu rrrro;.q I ,s&&E&*bt
U.N IT Being clear and concise
THIS UNIT LOOKS AT:
E factors affecting clarity,such as layout and language
I Ianguage for linking ideas (however ...), giving examples (such os ...) and
explaining (thot is to soy ...)
fr*r:{*xq Look at the e-mail extracts below and answer these questions.
1 In A, is it clcar: lrrhat June is writing about?
2 In B, clo r,rrc lcnor,r, n hat is pctstponecl2
3 In Cl, n hat c1o you think are the r,rrords missing from the screen?
4 ln D, do rve knor,r, when the interrrier,t s are exuctly?
5 In E, what jobs are ar,ailable?
To: P.Schmidt@lGR.com
From: J.Daws@lGR.com
Subject:
Dear Peter
l've got an appointment to see my son's teacher at ten o'clock in the morning -
that's up in the centre. I was supposed to go today, but she called me up Just
as I was about to drive there and said that she would have to postpone it - not
sure why, though. Anyway, l'm not lil<ely to be back much before lunchtime, I
wouldn't thinl<, so I suggest we meet on* 21st* instead in Room 123 to

discuss NECTP23, if the room's available on that day, of course, but if it isn't,
we'll have to use another room, possibly on the floor below. Could you perhaps
give me a call, or if you prefer you could just send me an e-mail to let me l<now
if you can make it or not.
Cheers,
June
To: sales@ivt.ft
From: jari-mil<konen@ivt.fi
Subject:
Please note that it has been postponed until 4th January.
Jari
your help yesterday with processing the applicationsfor tl're marketino ,.rir[ [
Frl,
To: alisonjacob@aol.com
From: ml<1 @compuserve.com
Subject: Marl<eting Offrcer interviews
Dear Ms Jacob
I am writing to confirm that you have been shortlisted for the post of Marketing
Offrcer at Ml(1 Consulting. lnterviews will take place next month. lwould be
grateful if you could confirm that you will be able to attend.
Yours sincerely
Jacl<ie Price
Personnel Officer
FZfi 3 Beins clear anci concise

as!f,uo) pu JEalf, Sureg g
;seul;epln3 eq1
{eq1 op }ua}xa }rq^ oI .sa8ed eseq} ruo4 slletu-e oq} Jo o^ } esoor{3
^\ollo,
-;.i,::..iii::::::::::::::.a.a,ailr:i:::ar:::::.::rar:i::r:,:i::ii.:.;:::::::::r::::.::ll:ilrii:r:::::t::1::t:::;t ::.:.:::,rr-i-,_r::1:rr:..:...i:r-
'se8erur Jo e8rul Surpues plo^V gI
's{url qe,tr e+l >lool ,{aq} - slurod ,{e1 3urur1;epun
- proAg'r^tuels,{s lueragrp 'sszursnq +o
uee^\leq lle,Â JeJsuurl s,(u,trp lou op sJelcuJr{J lurceds pue 8u41ururo; JDlll\!D+
oa;p lnoA q+lM
leql JoqueueJ lng'slurod luugodur esrseqduo ol ro ed,(l ploq esg ZI ao rou APt'tt JaNalaJ
aut tDVl JzqurztJzd
'tuuds ztqtssod JaAaJ?\4M
-
sr lretu rno.( 1uu,{a 1,uop no.( JEel3 esil uo'6,rol Plonv dll-
lurql ol Jolrace-r eql - seurl II
'eleudo"rddu eJeq,\\ seseJqd 3uo1 uErD JeqleJ splo,\\ JelJoqs esn 0I
' ,{;esseJeuun ploly 6
'seepr ;no,( esrueS;o ol puD Jo raâ*oq e{rl spJo,{A esn g
',{\ou>I lou .,(uru repuer eql }Eql e8en8uul
-
reqlo ,{ue pue 3o'eleudo;dde e;eq,rt'suorluuuldxe.ro seldurexe aArO L
'uorsnJuoJ proÊ ol surel ,(e1 go esn rno.{ ul eg g
.]eq^\
-
op ol speeu oq,Â Jeelc lr e{Eru ol stuJoJ qlel elrlce esn'elqrssod oJeLIA E
'sJelcEJELIc euq _rno,( 1rrur1
0L-E9 lnoqe ot I
'uee,^ leq
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ur Surceds snoreue8 qlr,tt'(secu4uos xrs o1 rno; '3'e) uoqs es1 C
'(rununxeru spJo,,\\ uoqs rno,{ deey
0Z-gl) eldurs pue Z
'pEeJ aq o1 ,{1e41 eJotu ueql sr e8esseru
JnoI'unururur u ol 3ur1lorcs deel o1 elqrssod se lloqs sB lretu-e,rno,( deey I
asrJuoJ puu ruelJ Suraq - aorlrurd lsag
il r.i I
.sasu.rqd pue spJorv\ asaql ql!l^ oloq seul;epln8 aql olaldtuo3 Z
^
;1no[e1 pue ]ua]uoJ Jo strrre] ur ]soJEeiJ eql sl sl1eru-o eÛ or{l Jo qrlq1 t
auorlEruroJur ;{e>1 puu o1 no.{ -ro1 rJlsee lr a)[Bru pJno^\ ]Ilq^ z
'suoseeJ.rnod o,rr3 ,slreur-e oseq] ur uorleruJoJur,{a>1 pur; ol lr sr llnJgJrp .ro ,{sea rao}{
[
asl)uo) puo loe1> 3u1eg
'suorlsanb asoql raprsuo) pue ureBe sa8ed osorll uo sllpru-o oql lE )oo-l I {.r&*?&x"r;35e"i{g
8E618t 81690 uo lueurlredap UH rno ]celuof, ro @
:altsqom lno ]tstn 'satoue3en luollnc lle uo uotleulJoJut lol
i{telalcas ;e6a; o
luelslSSe le3llalf, o
JoSlApe lelsueU+ .
:slsod 6urnno;;o; aq] ro] ;euuosred 6urlrnrcer ,{;1ua.r"rnc aJe oM
'leuotleuralul
luH }e sarcuecen lnoqe perrnbua no{ qJtqM ut ;reur-e :no{ ro; noz( >;ueq1
u{;;rag s"ry1 ieaq
Giving exomPlesl 4 Look at these two sentences. Which of the underlined phrases is used
explanotions to give:
1 an example?
2 an explanation?
a The meeting is in HR2,that is, Room 2 in the Human Resources building.
b I think we should invite a member of the Finance Department to the meeting,

for example Claudio.
5 Look at the phrases below. Which are used to give:

1 an example?
2 an explanation?
that is to say for this means that in other words

this stands
such as to give an exarnple to Put it another way for instance
for example that is
6 What do the following abbreviations and acronyms stand for?

li.e. 2e.g. 3re. 4ASAP 5Ltd 6pp 7V1.JI 8PLC
Avoiding repetition 7 Look at these two sentences. How could you shorten the second sentence
without the meaning becoming unclear?
Janet suggested we put the job advertisement in Business Weekly. Putting the
advertisement in Business Weekly is a really good idea, I think.
Linking words 8a Join a sentence from A and a sentence from C using a word/phrase from B.
1 We are all busy but my colleague advised

me not to.
2 You'll need to complete and they probably won't
an application form take me on.
3 I will put the ad in the despite the meeting will still
Iocal paper go ahead.
4 Iappliedforajobat although I will put it in the

RPT International national press.
5 I'm going to take the However, send us your CV
job at Miltons
6 I nearly applied for the In addition, the poor pay.
sales vacancy
b Which of the words or phrases are used to add information? Which are
used to contrast information?
c How many more words/phrases can you think of to ioin the sentences?
Example:4lso
!l 3 Being clear and concise

as!)uo) pue real) Surag 6
'eepr pooS Ir aq plno^\ >!t))tr\ t1 "t0.[ aw]aaut
)tll fiuut]([]sorl>lulLIl I 'Ioelr\ E ror SurleeLlr eq] euodlsod e^,\ lErl] polseSSns uEqleuoI
'sauo ;aldurs t{}lM sPJoM
dp[ p"rg ]oI Surlacu eql oFpoLIJSe.r """0r., i"ia'd'sasDJqd
a.{i\ lseSSns I 'pelooq-elqnop Lroeq seq ruoor Surleeur eLIl llrr.ll yta.[
a4] .[o t\ar,t u1 ! ouD gPJo/v\ A'tPssacauun
')t.t.ilJ LtrlLt)tlloLtr sJL/l lu slql ssntsrp o] arurl oêr{ a { Iuq} l,uop I lno z'roa1 dr1
,
'LIluOru qJEa
Jo ]sru e ql uo s8urleeru Ielueu]-rpdop ploq o^\ 'sluaâ [o as.utot lDtlt.tou aq] uI
ÊpsenJ
i pueqoroleq sluedrcrl.red etll o11.rot{at atp J'o sarclot
ual )Lll e.rrrB no.,{ plno3 leseald '8urlooru eq} JoJ
l.rodet aql go serdor ue} e{eu no.{ p1no3 7
']uelulrnJJeJ sr UorssnJlilp
.tLtlruay luel"rodur lsour eqJ,'epuo8e s,aepol Lro uolssnf,slp roJ surelr eerql erE oreql T
t:::;r::;::::,:ri:fr
q}!/r^ s)llelr ur seserqd aql Buleelder {q esreuor aroLu so)uerr:'J:.ffi:d ,
"' elduexa rol !\r\oJJoruol epua8e eql uo lol E s,ereqJ I
"' roJ spuels qtlqm a {Jolg Lrr s,SurleeLu eqJ 9 : 'r(.tossalau
"' .{e,u roq}oue 11 lnd otr'saa.r3op oAe{ {[E dcuele,r oL{l roJ s]uerrldde eql S suorlouoldxa
,,
""elueJsur "'u*
rog 'sr{Epuotr{ uo s8urlaeru lelueulredap rno ploq e,r,r .{q,,r,t suoseer IErcês ere orcqJ t
"' se qcns '8ur1eeu se1es oql Sur.rnp sanssr lo Jeq[rnu E ssnJsrp ol poou eM f
'" ]Eql sueoru sq; depsrnql dep 11e pe{ooq sr ruoor aJucrc.JuoJ eql dlelpunpoJtrll
Z
"' 'eldtuexe ue e,rr8 oJ dlloarroJ uorlecrldde aq] q pcflg se]eprpuer r!\el .{JeA T
'+uJrlllrnrlal JUr]uo
uo aUo aq+'sl lPql THC9TS lcebrd ut 1-red eIEl ol parldde a,teq eldoad eÛ{tue^\J suollouoldxa
a1fuuax7y
lsalduoxe 8u41g
.{;alel.rdo.rdde seruelues aq} o}aldtuoS I a3!:&3,,{d
3 Cross out any unnecessary words and phrases to shorten this e-mail.
[lt",n,"ru,"w's tal<ing or*",n,*o months'time - on zrst septemtrer. ll ll

llu.trutty. Anyway, I'm not worrying about it, not at this moment in time at I ll
llt"urt. They said it'll be in Coventry at a hotelcalled the Leofric Hotel. lt's in the I ll
I city centre, by the way. ll
I ll
Linking words 4 Complete the gaps in these sentences using words and phrases from
Exercise 8 on page 25.
1 Only hall the stalT turncd up at the mccting, .ccgiving a reminder the day
before.
2 Can you take the m.inutes for us today, ]ane? Coulcl you type them up after thc
mccting?
I'd lil<e to hold the intervienrs next neeh. , ne need to give candidates morc
notice, really.
I'llsend out details oi the intervien s to the applicants today. , I'll book rooms
fbr the intcrviews.
I'cl given participants copies of the agenda before the meeting, no one
remcmbered to br:ing them.
5 Rewrite e-mail A on page 24 to mal<e it clearer and more concise.
6 Write a clear and concise e-mail to send to your team using the e-mail
below and your handwritten notes.
Cftice Blocl- 9
Subject: Worl< number 308493

Please could you make all of your staff aware pf the following information
below. Please be advised that the followi intenance works will be tal<ing
ly. The power will be down in(OB9ln the frrst week of May for the
those who worl< the
g Monday 1st May and ending-Wednesday 3rd May. The works are
nightshift not expected to t for up to four hours in total overall. ln the event that work is
e ffected taking place normally worl< within the building will be affected.
the building will be affected. There are no expected
health and safety issues. Staff are asked to follow any instructions given while
e ,E. irttervie\,vee s ior this work is being carried out. Smoking will not be allowed while the worl< is
the Productron being carried out. We apologize for any inconvenience caused.
Oper;tir,,e vacancies
Il.'.:',#l ::.Tfr:""..
moY mtss 7 You have agreed to meet your manager to discuss the progress of a proiect
ioo f or. TheY
you have been working on. Unfortunately, you will not be able to make the
your keY Points'
agreed date.Write an e-mail to your manager explaining the situation and
suggesting an alternative day to meet. Check your e-mail using the checklist
on page 57 ofthe Resources section.
il;I 3 Beine clear and concise

aslruof, pue ralr Sulag 6
.IINN SIHI NO S]]ON ])VAI CNV ]VNEOOI DNINEV]'I
ENOA OI NENI^ÔN E
.l!ELu-o rno{ {poq eq1 o}ug
Jo
l! elsed pue {dor';rEru-o }o pupl aues aql a}Urr\ o} arreq no/( otl.l!} }xou or{I S
'(luaunrop pJoME se'3'e) l!Er.u-o,lno{1o }xo} aq} eÊS t
'uo!l)as sef,Jnosau
orllro 15 a8ed uo ls!;4)ot{) eq1 Sursn ,(;;nla,ree l! l)aq),}g puas no{ e.ro;eg g
.l!elu_o oql allrÂ z
'(uooe
3ul1eauu e 4ooq o1 '3'a) lro/r\ ro, ollrî\ ol poou uolJo no{ ;1eu-e u" ro {ulrll I uCI!?ep!!esu&3
'erueuedxe snogle.rd rno{}o sa;duexa errg8 pue 3ul{;dde e.re
no{ r(qarr u;e;dx3'r(rue>en oq} u! }saro}u! uB Surssa;dxa uaarC Ja}od Iler'u-l q
uoar9 ralad
spre6ar lsag
)-n'o-T^qtruI6-6lq-
1e sur66rq aâls ol nf loL.l] lteu-a plnoqs ]]els ]o sraquou polsololul
'e'd )SL7 aq ;1rnn lsod aq] roJ {.re;es Ouryels eq1
'(Ludru 99) sllt)s letJelaroas pue
uorleorunuuoc pooO oneq lltM lueltldde InJSSoJf,ns aql .luelstsse
6ur1a1"relu
e ro;
acUJo ueqOuruu.rrg aql le e aq lltM aroq] q}/ .raqLualdag u.ro"i1
^cueoe^
{cuecen leuJo}ul :1cal'qng
)n'oo'^q@uoar6-d :uto"r3
)n'o3'^Ll@,]els-lle :o_L
'e'd ,
)
rud,r,t 7
AtI
iroJ puels suollrllerqqe 8ulalo;1oy aql 4u1tl no{ op lrr{/v\.ller.u-o sp{} ppou g
Reference Useful phroses Yocabulory
Controsting ideas Meetings ond interviews

We are all busy, butthe meeting will still attend/cancel (a meeting)
go ahead.
be shortlisted (for an interview)
We are all busy. Nevertheless, the meeting candidate
will still go ahead.
flll in / complete (an application form)
I applied for a job at RPT International,
although they probably won't tahe me on.
Human Resources
I applied for a job at RPT International. hold/postpone (interviews/meetings)

They probably won't take me on, though. interview (a candidate)
I'm going to take the job at Miltons items (for discussion)

despite I in spite o/the poor pay.
make (an appointment)
I nearly applied for the sales vacancy. participant
However, my colleague advised me not to.
process (applications)
Adding ideas put (an advert in the paper)
I will put the ad in the local paper. recruit/recruitment
ln addition, I Furthermore, I will put it in
(type up i take) the minutes
the national press.
take place
You'll need to complete an application
form and send us your CV vacancy
You'll need to complete an application well-qualified
form. You'll also need to send us your CV
Abbreviotions ond ocronyms
Giving exomples AOB (any other business)
Very few candidates fllled in the ASAP (as soon as possible)
application correctly. For example, / For
instance, I To give an example, several CV (curriculum vitae)
forgot to sign the last page! e.g. (for example)
We need to discuss a number of issues etc. (and so on)
during the sales meeting, such as the new
i.e. (that is)
sales targets and recruiting new staff.
I( (kilo = one thousand)
Explaining Ltd (limited)
Unfortunately, the conference room is PLC (public limited company)
booked all day Thursday. This means that
we'll have to use the boardroom. Re. (with reference to)
The applicants for the vacancy all have VAT (value added tax)
degrees. Toputitanotherway, / Thatis, / p.a. (per annum)
That is to say, I ln other words, they're all
pp (per person / pages)
overqualifled.
wpm (words per minute)
The meeting's in OB9. That stands for
Offlce Bloch 9, by the way.
Study suggestion Try to expand your vocabulary by recording words with those which have a similar
meaning, e.g. to toke on = to requit;plant = foctory.
E 3 Being clear and concise

asr)uo) pue reolf, Burag g
M
iroJPol) ll Su PleLU'e.r.rald
ol lleu-a aql allrr!\er '(; 9 eBed) ldprsue.rl aql u! uollEruJoJu! eql 8u!sn q
')col8 V u! Z0 Ll ur )oolc,o o^\l }e oceld o)e]
llrM 6urloaLU aLil 'uoouralJe MorJoLuo] ylv aLl] ]oau ol palrûr uoaq aêq no^
'sre/v\su? .rno{ 4raqr puu en8eel;o) E rl}rr\ seq aJrald uol}esraluof,
oq) ol uals!'l iuEour \)otg v Pu?- zotJ 'wy 4ultl) nol op leqÂ'pa^lofor
seq!e1s,o raquour /\aau E'u;p.re[ arrald IIBtu-a oqt ]E )oo-l l"t {\, F , S
.ssa;d
leuollu orll u!
posluolpe l;luere,r qo[ e .ro1 >;red uol1er;ldde ue lsenba,r o] Ireu-a uE o];JAA ]
'{epun5 o1 {epuoyl 'leearr e sz{ep uenas '0t'S-6
uado sr eur; auoqde;e1 oLlI '0t6gtgt ,6 L0 uo autlloLl tau'ssoutsnBureol
eql 6uruoqdalal {q e;qe;re^B sr s!q} 'sLunro; ssautsnq Jo }stl lln} e o)tl plnom
no{ ;1 '-ro; 6ur,{ldde ere no{ sasrnoo aq} Jo qoea ro} LUro} uor}er}srOer osJnoo
ale;edas e e1e;duuoc no{ }eq} a.rns o)ey! 'Ul6 Z l.f7\ uopsef! 'anuq asolruu6
gt'lau'ssaursnEUJeol ol ruJoJ or.l] uJnlar uec noX uaql pue ur.ro; uorle;1srOe.r
aql u61s 'srq] euop aneq noX aouO ')ur )lelq ur uro] aql ut lltl 'runroj ssautsnq
;eco; rnoi{ uor} r.lroJ uorlerlsr6er e }calloc ue3 no^ '}au'ql'MMM/7:d11q 1e
alrsqaM Jno LuorJ alqelteê ere sLLt.lol '.ialsrOer no{ re1;e s{ep earq} o} oM} prec
uorlerlsr6at e ontaoor lltm nol 's{ear 1ualal;tp Jo raqunu e ul }au'sseutsnguteol
q]!nn relsrOar ue3 no1 'MolloJ o] paou no{ suor}cnr}sul aq} are asaq} ',(pear;e os
auop l,uaêq no,{ pue relsroa,l o} }ueM no{ ;; '1eu'ssautsngureol q}lnn ra}sl6eJ
o] paou no{ 'to1 dn u6rs o} }ueM no{ as;noc outluo aq} asooqf, uec no{ aroJag
'llpru-o spllJo ssouoslf,uof, pue {11.regr aq1 eno.rdu; g
dren;qeg q]0T dq seleprpuel aql lnoqe uust)ap a alDLLt ru,{& oM
'3ur1earu s,qluoru lxeu ur pesserppe eq dlqadoq
p,r,r suelqord lo spu'14 asaqJ JJEIs peurlenbqle,u Surpug sualqo.rd Sur,req ueeq e^,e6
deplrg uo nod Lllltr dn Dur\aaut o] preâJoJ >lool I
-rnoq ue Jeplrn
lsnt 1se1 flqeqord 11tlu.. 0u4aaur ar1; d,renrqeg {l I uo eceld e>1e1 pal Burleeru eq;
'ueq] elqelrEÊ
sr euo.{;e,re asnD)aq sr ulsDil aq1 - JaqrueôN pr Z uo Surleeru eql ploq o1 Suro8 er,a6
'llaî\ q pelues
eÊq ol rueas.fuTs t\au aLlJ's{aax{ ol l roJ ,{uedruoc aql lE ueeq aêq JJE}s l eu eqJ I
'pJo/\r auo ql!^\ srllp)l ul sase;qd eq1 eeeldag 7.
'sprom 3uqur1 s
'saldruexa t
'suorlerôJqqeTuoBre I g
']no puels slurod ureru "rno,{ e.rns Z
T ) Uoqs seruelues rno,{
'(spro,tr 0Z-S I
r,-ii.*i\:l
'spro^\ esaql 8ulsn .ree;r 3uleq Jo, soulloplnB eql e1a1duo3 I .tv{at}tag
U.1l$1',1.11 Choosing the right level of
formality
THIS UNIT LOOKS AT:
I features of formal and informal e-mails
I factors to consider when choosing the right level of formality
I useful language for being formal and informal
(would you mind...; thonks for...*)
e Oyf *eX* I Look at these e-mails. Put them in order from the most formal ( l) to the
Levels of formality Ieast formal (3).
To: makki.e.rajala@hort.com
From: LaurenMajor@PTU.co.uk
Subject: Your latest order
Makki,
I just wanted to let you know that I got your order today. I'm really sorry, but we've run
out of the blue folders. Can you get in touch and let me know whether red ones would
be OK instead?
Best lr.ishes
Lauren
To: johnmartin@marlow.org.uk
From: Q-Wan@cav.com
Subject: Hi john
Hi
Thanks for your order - got it today. Will send off all the stuff to you straight
away. Thanl<s a lot! J
B4N
Qing
To: m-nathan@nyh.com
From: j.martin@ahorn.fr
Subject: Stationery order of 1 2 August
Dear Mr Nathan
Thank you for your stationery order of l2 August.
I have pleasure in confirming that the goods have been dispatched to you today.
If you require any further information, or would like to place another order, please
do not hesitate to contact me.
Yours sincerely
Jean Martin
Sales Assistant
4 Choosing the right level of formality

l1r;eu.ro;1o lane1 1q31"r aql SursooqJ ,
W
iurorll ul apnl)u! no^ plno^\
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plnoqs no^ /$!ltr.uroJ ro Ioâl oql roJ saullapln8 {ue aleq {ueduuoe rno^ saoq
'sllD\.1,1-?
ul P".sn
rD\uJo+ zJo\u
e osn 01 nol :o1 alqelderre s,1r 'nol o1 e Lls oll.
uzl+o zJD sz^rssDd
l;uo slreuu-e pLUJolu ue esn leq11; 'uos.led reqlo eq1 lq
puJelur l?u.rroJU ut ('t1e )-:) suo:r1ou-re peprnB eg 'se nJ lspl-pue prpq ou orp oraql
pue ('r1e '13) suorler,rerqqe leurolul osn 's eLU e leuJoxe ur l11e:adse 'leurJo1 ssel
roô^ oH 3urpuodse.t ueqa,r e;l1s relrurs ueql Joqler oroLu aq o1 Jo1es s,1 q8noqqy
'lretu-e Jno,( ur 1r .(es l,uop'JaDJI E ur 1r ,(us ].uplno,4d.
no,( 31 ',(uedruoJ er{l pue no.( ;o qloq 'uorssetdurr e,trlrsod E seûel sJno,(
eJns e{Eur os 'plJo,lA orll ur euo.(uB ol pepJE^\JoJ puB peJ eq uB3 In?IlI-o uv
(rre '"' prDs uaag soq r1) e;qrssod
oraq^ srlrol e,rlssed proa,y'(rra'l.uop) suorrrerluof, asn osle leu no1 .sp.ro8a.r
tseg pua pue roeelH ql!/"r lreLu-a ue ]rets uer nol teqt suearu srql'e;qeqceo.ldde
pue {puer.r; .reedde ot slrLu-a ;;e ur e;lrs leLuJoJur up asn slea,r;e p;noqs no1
'79 a8ed uo slleru-o aqlJo auo q1!/r lruJlxa q)ea
q)le4'saul;epln8 r(ueduor tuo4 ualel /uoloq sprlxa aarql aql lE 4oo-I seullep,ng
'oloq 7 uollsanb ol Jol/\sur ;no{ e;edtuor
pue ta8eue4 suolle)lunruruo) e'.rad16 oulror4leJ ol uols!-I t.? q__/il Z
alrEru-e IEruJol Jo
TErluoJur up all-rl\ ol Joqleq/ Surproap ueLIAi\ Jeprsuoc o1 luulrodrur eJB sJolJeJ leq,lu1 Z
asltetu-o lerrrroJ (q) pue lerulolur (e) Io selnlea; prrd,{1 erp luq1,\ I
JePrsuo,ol sJol)Dl
'suollsanb asaql relr^sue pur- Zt a8ed uo slleLu-e aql le >lool I Lx{3t&c}Lxes*jd
Useful Phroses 5 Find phrases in the e-mails on page 32 to add to the table below.
Forrnal lnforrnal
A Thanking someone Thank you very rnuch

Ior...
B Asking someone to
do something
C Conflrming something
D Apologizing for
for ...
I apologize for ...
5 Find words in the e-mails on page 32 to do with'orders and supplies'.

Put them in the table below. Use your dictionary to help you.
Formal lnformal
stuf{
7 What different ways can you think of to begin and end formal and informal
e-mails? Give examples of when you have used each of these and why.
(Look at the e-mails in this unit and in Unit I for examples.)
8 What do these informal lnternet abbreviations stand for?

I2L8 2AEAII( 3IOW 4TIA 5B4N 6CU TCUL SOTOH 9TI(S
lOFYI 1l BTW l2FAQs

tr
r(lr;etu.ro1 ;o ;ara1 lq8u aq1 Bursooq3 y
m
LUo3'UqOSJapJo-Uq
:uo sn lreu-o aseald 'Jopro lno^ 6utpre6or sn ]oeluo3 ol qStM no^ Jt ,altLlMueoI!
'i{;alacurs slnol
'0t098t 6t690 uo uorstltp sa3tnros iatuolsns Jno lle3
",(;enrleurel;y
qf,aag sstf! Jeoc
'e1ep {.lanrlep }uatuanuos e a1uurc
ol pa]3eluo3 aq ;;rnn no{ 'srar;ddns rno Llorj spoo6 aqtr pa^tacar aêLi aM asuo
,srgss 'oN rapro :}3o|qns
'passacold 6ureq anou st Japlo rnol
'}3a.ilc ug qrtnn lop.lo ue 6urce;d .ro; no{ 1ueq1
(ra6euey1 saorlras .rauuolsn3) saulaN lere6.reyq
uepJo Pa^!a)oJ
E lnoqe llPtu-a uE oleoJ) ol JapJo )f,erJo) or{} u! setua}uos oseq} }nd t rapro pa^!a)ar v
')IO pe^rrre (spoo8 / JJnls) aql ]nq] (no.{ u;ogur / .,itoul no,{ 1a1) o1 lsn[ sr slqJ S
ldese leuef (qll,u qcnol lunpB 1loe1uoc) no,{ ue3 7
i$lueql .,tueru - Buru.roru slql uloJ repro .rnod (pe.Lreca"r / lo8) I
'd1eq e) s1ueql
rnof 1e ro.J (qcnru,{.ra,r 7 1o1 7
',{elep oql (ro; eaSolodu ,{r.ros dpe.r ur,)
7 1 1
'()O 7{a+ajsTlp.s) acr,l,res oq] punoJ nod adoq 1 :aldurexg
'slal)Erq
u1 esurqd Jo PJo^/\ Iuurrolul lsoLu oql Sursn seruoluas osorll e1a;duuo3 aSoniluol loruloJul
7
laseald 'sJrelep lllluoo rno,{ ruruuoc no,{ uu3 _c
Jepro Jno.{ rol s)lLt9tll tr
.rep;ro rnod o1 ,,(e1ep eLIllnoql li.uLts [\1aa.Lw1 g
2eseeld 'auoqd dq.rap.ro ue eceld IuD) Z
'pessaco;rd uoeq sr:q rapJo rnod ler{} ,uou{ no{i p1 0l pdluDt\
?sn[ I I
I
peq:ledsrp ueeq seq reP)o .ttno( +Eqy 6utu-r5|uor ut a.rnseald )êLi
'paqcledsrp uaoq seq.rap.ro;no[ 1eq1 iius o1 liddaq u.r_1 :eldruexg
a8onBuol lDtttro!
'ese.rqd Iuturo, oJotu e Sursn srl;u1g ur sese.rqd eq1 ereldeg I 43,?3"rd
Formollinformal 4 Rewrite these sentences using the prompts to make them more formal.
Example: I'r,c put a copy of our latest brochure in the post to yor-r toclall {A cop5r of ...)
A copy o{ our latest brochure has been put in the post to you today.
I Can you lct me har,e somc more details of tl-re discounts you ol'l'er? (\A/e r,t,ould
apprecitttc...)
2 I place a stationerlr orcler once a month. (A stationery order ...)
3 T'11 cancel thc order as soon as I can. (The order ...)
4 I'm sorry trbout any problems this mtr5r cause. (Wc apologize ...)
5 Write a short e-mail to a colleague you know well thanking them for helping
you to process some orders and asking for their help in the future.
Problems with a supptier 5 r af), {.} You work for a supplier of computer hardware. Listen to a
voicemail message from a customer who has not received an order. As
you listen, make notes below.
LLLLLLLL-LLLLLLLLLLLLLLLLLLLL
OOOO O O O iDUO OOOOO O DO O oOOOOO \tOO
Name,
Complnv,
Crder no,
order detarlsr
b Write an e-mail in reply.
:ftl:llili!,Z*
thot Your
{ormolitY
reoder exPects'
EfE
E 4 Choosing the right level of formality
rgr;er-u.ro1 ;o leael 1q31.r aq1 Sugsooq3 p
re
IINN SIHI NO S] LCN ]>VA CNV IVNENOI SNINEV]I ENOA OI NEN-LMON E
;{;}uelsgsuor rQr;eu.royJo loâl s!ql pesn no{ are;1 'zsn
:
ialelJdoJdde {11;eu.ro1 }o laâl eq} sl 'ue}}!r^/\ aleq no{ 1rer.u-e oq} o!âu :
^ il no^ Alrloru.lo; +o Pâl
', ,qt'li'*"*srsuos 28 dlr
.l!Ptu-a aq) ollrÂ z
'uo!l)as sa)rnosou aqlJo gg a8ed uo IJo/v\oLuE{
eq1 Sursn lletu-a rno{ erederd 'Iro^r\ roJ e}!r^ ol paau no{ ;rer.u-a uE }o 4ulrll I {11&x&eptte${"i,s3
)uerl eJeqreE
vt.L
's.ropro e1d11;nLu Jol slunoosrp ssnf,srp o] 'noz{ rllec e aut antS
llrM
'lapoLu oues aql lo Sl )o! repro dn-nno;;o; e ace;d o] a)rl plnom a6'r(ltduold
os ( t L0Z lepouu) sdLuel yg ro, rapro lua3or rno 6uuenr;ap JoJ lol e s)ueql
uoqLuel .r!\ reac
ilualslsuo) aroru IrELU-a oql elpru o1 e8ueqr no{ p;nom }EqA[
1{1r1er,u.ro; }o Ialal oq} sl }uo}slsuo) /rôH ' ôloq lteLu-a aq} }E 4oo-l g
sorl;eg or6.rorg
LI ,(;arecurs ,{lan slnol
'ureOe erour ecuo esr6o;ode o] a)tl plnom
0I l
6 'posneo uoaq eneq no{ }eq}
I osuoruanuosur ,(ueLu aql roJ uorlesuedu;oc
I alqelrns e5uetrc o1 X;yoqs noX lceluoc ;;ran
Cl ']uelsrsse uorlcnpotd rno oqM ')oelg atssaI
'uorleOrlsenur llnJ ]soru e oq
! lltM areq] noX
b oJnsse I lnq llnel ]e sr oqM,{es o1 }ax }ouue3 |
c 'aunf prZ uo sn qlrM paceld prp no{
Z rapJo aLll r.lllM pocuauadxe uaaq aneq
I no{ suua;qo:d oq} }noqe JeoLl o} ,tros Lue I
luerD r[! reac
rapro 6urssr6 :1ca[qn5
ruoc'ourll[uosorlloH'3 :tuorl
t;'eulOluerD'oOn;1 :o1
'Ot) rp'ae
1nd 1ra.r.roe s! ou!l e Jl 'lretu-e aql Jo 1q31.r eql uo aeeds oql u! ueql oltr/v\ pue
spro^ erlxa aql purJ'r'uaqt u! spro/v\ rrlxa aAEq seul1 3ulalo;loJ aqlJo errlos I
Ref,erence lJsefut phroses Yocobulary
Thonking someone Orders ond supplies

Thank you very much for (your reply). cancel/place/process/receive/conflrm (an
Thank you for (your e-mail). order)
Thanks for (your order).*

client
Thanks a lot (for everything).*

contact
customer
Asking sorneone to do something customer services
would you mind phoning the suppliers'
d"rruery (dateiterms)
Could you confirm your contact detailsi
discount
Can you get in touch about your recent
disPatch
order?*
get in touch*
Confirming something goods
I have pleasure in confirming (that the !r of complaint
rletter
-.
goods have been dispatched).

order
I wish to conflrm (that I have received
your order). run (out of)*
I just wanted to let you know (that I got service
the stuff).* stationery
Apologizing for somethinr stuffr
Please accept my apologies for (the suppliers

service you have received)'
Messoge obbreviotions *
I would like to apologize for (the delay).
2Lg too late
I apologize for (the problems you have-
had). AFAII( as far as I know
I'm really sorry, but (we've run out of

B4N bye for now
folders).* BTW bY the wa5z
CU see you
CUL see you later
FAQs frequently asked questions
FYI for your information
IOW in other words
OTOH on the other hand
TIA thanks in advance
TI(S thanhs
* informal

I1;;eu.ro11o gerreg 1q31.r aq1 tursooq3 7
![
(1) spooS:(1u t) Jo to1 o:() nt&at o? :(lur) lnrs '3'e ,(1ur) teurJolur
"ro (1) leLu"ro1 e"re laqt Jaqlaq/v\ elou 'sesarqd pup spro/v\ /v\ou pro)al nol se,os;y
auoeuos ilel 01 - / ou\ euoewos lel ol
auoau/os DDTUD 01 euoeuos Lll!/A q)nq ul le8 ol .3.e
=
'uorsJol leLuJoJ aJour Jtaqr qll/'l JeqlaSol'suotssoJdxa lptuJo1ut Inlasn,o pJofal e dee; uollseSSns lpn15
'repro l)oJJol orll JoJ surJal {.ral;;ep oq} 3u!ruJtruof,
pup JopJo 8uo.rm aq1 tulpues .ro3 8u;z;8o;ode 1ue;;r e ol llpru-o lrotls aIUAA ,
'{1;;eu.ro;1o ;erre; eleydo;dde uu 8ulsn
lletu-a oql olu/r oJ uaql'(Z e8ed uo g g;eu-e) s.ral;ddns s!r{ ruo4 po^lo)or
aq ;lpru-o uE lnoqe en8ee;;oo e o1 tul>;eads u1ye14 uqo[ o1 uots!-I t.t
LF f
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q:':':'-,
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)
llYl..-,
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( 3ar8a; o1
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( vrnor u; +es or )
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\./-'\--, *---"/
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(\,/ puas o1 )
-r-_-,__,-_,-/
uled qree ug eselqd Jo pror/\ pruJolu! aql ql!q^\ pue IpturoJ aql s! q)!q^
op!)ep uoql'Z e8ed uo sllrtu-e aq] uo4 sase.rqd ro spJoî\Jo s.r;ed eq1 pu;1
alqrssod sp se qrnol uoos ur uec 1aB nod 8
Jepro eql nod luas e ,J peluem 1a1 o1 1sn[ a,rou1 1 I
1s11 ecr;rd.rno palepdn ;o ddoc rue I E 3u1qce11e 9
peqrledsp seq ueaq repJo leql rnod ur Surur.rguoc l aneq ernseeld s
pasneo due ecuelueauocur ezrSolode JoJ eA t
eql ul sl 1Yr1 Pepnlcut ect'td
etu o? o?Elrseq lceluo, lou op eseeld uorleu;o;ur.{ue no.,{ ;r ppo,rl a>III JeqUnJ Z
.rno[ repro o1 Sur,rrece.r >lool pre^ roJ I I
's.re;;ddns q1;al 3u;leep pue tul;ep;o
ut osn.ro1 sese.rqd pJppuels o4eru ol JopJo lf,oJJof, aql olu! spJo/l aql lnd I ,\ alAau
Getting the tone right
THIS UNIT LOOKS AI:
I the importance of making a good impression on the recipient
I useful Ianguage for being polite (Sholl I ...1of course you con ...)
I ways of altering the tone of your message (highly ...; guite...)
Context I Match each e-mail I-3 with a responseA-C.

Responses
Would you mind if I took 1 3th July off work? l'd really like to attend a sales
conference in Brighton.
Regards
l've got some free time this afternoon. Would you like me to help you to
arrange your business trip to Paris?
Best wishes
l've booked your hotel accommodation for next week, as requested. l'm
attaching details of the arrangements. Please could you confrrm you are happy
with them.
Thank you
It looks like you have made a mistake. I asked for a room with a shower, not a
bath. Sort it out as soon as you can, will you.
NO, YOU CAN'T. WE'RE FAR TOO BUSY THEN.
I don't really need any help. I can manage just fine on my own!
tr 5 Getting the tone right

lf,l lq8!r auol aqr Surrlag s
: 'puelsur euoqdolal eql esn Jo Surlaelu eJe-+-ol-eceJ E eAEq
-
i ere qorq,r suorlenlrs JoJ Iruu-e Sursn pro,r.u'eldruuxe rog 'e8esseuu;no,{
r Surlucrunruuroo Jo poqleu eleudo.rcldu lsoru eql sr Iruur-e Jeqleq,\\ Japrsuo3 g
i .(1uo 1nq'((:) 'c1e'suocrloure's,,(e1tus asn ,(uur no1 L
i
i ol Je1eq s.11 '(.3ururug,) puur-e ,(r3ue ue pues l,uo6J g
leql uorsserdur aql se,tr8 11 'sJellel 1e1duc ur e8ssetu aloq,Â eql elrJ,Â l.uocl E
puu JepEeJ eq] qlr,l.t. e,tuq no.{ dqsuorleler eql lrns ol euol'tnof ldepy n
]ou sr oreql' ('c1e'euoqdelel
'eceJ-ol-ecuJ) uorlecrunuruoc Jorllo qtr.\\ elrlull 'euot Jno.{.+o og
InJerBc
' ol pepJe,4AJoJ eq UBJ
pue pJoceJ lueueu;ed E sr lreu-e JnoI'elrJ,rd no,( 1uq,u lnoqe ,(11nge.rec )urr.{J Z
('no,(
uo"r.1 esuodser [[nJ E toedxe o] uoq,r ,lo.ou1 uos;ed eql tel o] e8esseur uoqs e
pues 'ocuofJo esnec ,(eur ]Eql Ireru-e ue;;o SurqsnJ pro^B o1 pue 'elqrssodurr
sr srql eJeqA) 'srnoq Jno.+ urqlr,la slruur-e IeuJelxe 1e o1 ,(11n1 puodsey I
'J2P02J
;noA uo uorssaldut
ooo6 o alotu Puo
'^'*';;1,3I,,f:TJiit
's))eJlxa
aql u! sde8 eq1 Sugla;duuoe;o srfuru ror.llo Lurolsurerg 'xoq aql ur sese,rqd
aq1 3u1sn ,(e;;od lluLu-a ue LUor, )f,EJlxa 3u;mo11o1 aql u! sde8 eq1 e1a;duo3 t A>ltod
;elrsse.r33e Jo opnJ Sur.reodde ;o'1re;rp oo1
8uleq 1noq1r/v\ slletu-a ssoutsnq >;r1nb'1.roqs e1!J^ ol nor( op {see mog
l! pu!, I
;{;1uere.r lues nor( slletu-a o/v\} aqlJf,sap o} asn plno/u
slueldgre,r aql 4upll no{ op r{)5tAA iLuorl}}o q)ea aqpf,sap o} osn no{ p;noal auol
selrlre[pe asaq] ]o rlllrl/v\ '{;1uare.l po^!a)oJ ereq no{ slletu-e o/\a} Io >;upll I !-is!&s&{'es{}"*d
'slleLu-o or.ll lnoqe ples slue;d;ear aql lpq^\ ol uols!-I ;'g q
LJP 'uorl?zs a)ua)a+ad
aq1 ur (sAalttus)
2q+ Jo
4-i (-: (-: suof r+ol'uz
C-: l: O-: )-:
6urupattt 2q+ llzq' dlr
'suoseoJ .rno{ elgg'uo)rloLue ue osooq)
ig7 e8ed uo sesuodser aql,o q)Ea pa^!o)e.r no{11 ;ae; nor( plno^r\ e Z
^,\oH
Oflrering cnd osking 4 a Look at these phrases from the e-mails in this unit.
1 Would you mind if I tooh l3th Ju\, ofl' r,r,ork?

2 Would you like mc to help you to arrange your business trip to Paris?
3 Please could you confirm you ure happy with the arrangements.
Which phrase is used to:

A ol'ler to do sornethingi
B ash someonc to clo something?
C-' ask to be allowcd to do somelhing?
b Now Iook at the phrases below and decide which category (A, B or C)
each belongs in.
I Would you cancel mlr hotel reservation lor me?
2 Do you mind if I make a change to my f66i111*;
3 Shall I arrangc ibr a taxi to pick us up liom thc airport?
4 I r,vould be gratclul if you could send the invoice directly to me.
5 Can you orgarnise my transfers, plcasci
6 NIay I amend my hotel arrangements?
7 Let me mcct ys11 at the airport.
8 Would you mind calling the conference centre to confirm our arrir,al time?
9 I could meet y6tr at the station if ysq 11L".
10 \rVould it be possiblc to chnnge the tirne of my flight?
Dr"rcct/sndinect E Which sentence in each pair is the most direct?

1 a Sort out the arrangcmcnts lbr rnc, r,l.ill you?
bY b Pleasc coulcl you sort out thc arrangements lbr mc?
Tio Don't be uPset
a I nccd you to help mc rrr,ith thc rcport.
ili:'"'::'^T'.:ffi:.
-o.u
direct b Would you rnind hclping me lt ith thc report?
luat more
thon others'
Getting the tone right

]r.tdrr auol aql Eurllao q
-EI
"'plnoJ eM s
"' tll e>l{ }r{E1tu no1 7
"'ueJ eM
pinoqs a1doe4 7
"' lsnur ereq auo,,{re,Lg 1
'slduo.rd
eq1 e1e1duo3 1{ueduor;nor( Sururo! eer(oldue B 1;a1 no{ plno/vr lrrl1 f sarnJ 3u1t1g
^,\ou
'ure8e en8er4 o1 oB -' p,I g
;go [epsan; c>[El reqle"r
l,uptp no,{ pJ I
'lnJesn lEql l,usE^\ srrEd ur esrnoJ OqJ g
'lnJrepuom lou lnq 'esoddns I 'eJru se,u drrl cqJ S
'lsedepng ur IeloH uolllH eql pueuluoJar II
.peloadxe uEql
I relloq - sB^\ Iclorl cqJ t.
'poo8 lou s,leloq eqJ Z
'aluereluor eql lnoqe -rerlree pres nod leq,!\ rlll^{ oa.r8esrp
11
,.1..t:r..r
-
'xoq oql u! spro/v\ orllro ouo 8u!sn /y\olaq sof,uoluas eq1 a1e;duo3 (. euol aql 8uya4y
("' y ingale;8 eq plno^r I) '6St6 Sgt i OO uo aru 8urxe.;.{q uorle,uoser dru tu"rsuo3 g
I '6urPuouaP
("' elqrssod aq lr ppo1,1) Mer^ E rlllm ruoor E lue^\ J I
uMo
oot Jo zpnJ sllD\u-z
-rn-o,t
("' ruaes l.useop ilq Ialoq oqJ) 'lflq 1o1oq;no,{ pred l,ua,req no1 9 pu,+ plnoM JaPD"J
dt1
("' no.{ plno1'1) 'o,ree1 no.r( eroJeq srred roJ slrulep }Ju}uor ;no,{ sn aÊe.I S ,]
;;;;;6 'raPrsuo2
("' putru no,,i ppo1,1) 'no.{ 11.rlr 'lq31g,{ur IeJueJ }
(" no.,i ue3) ,{epuo1,q uo g'0 [ ]e Uod.rre erll tuo{ dn eru lcrd oJ txel E pJJrr I I
("' nod plno6) 'ernqtorq Ie loq lsclel rno.{ eru pues Z
("' ptnol) 'ruoorqleq ellnsua ue qlrm ruoor e18urs e lue^t J I
so^rlDUJalrD alrrod
'sldr,uo.rd aq1 Sulsn l)arlp ssal tuorll o4eru ol olaq so)uoluos aql olp/$au I a)rlf PJJ
^
'lu'P I le OAEel lsnlu no[ rF 'Iu'B I lE aÊel ppoqs no[ I
'sue1d tno.{ 'suu1d rnof q]1,n eet?e y
qllm aor8e .d1a1a1dtuor 1 6 1
'luorueluoJ,{-re,r lou s,lI e '}uJrueluoJur s,lI 9
'qlunl
.roJ aru 8ur1ceru,{1quqo.rd s,on8eellor,{ry 9 'qrunl JoI ctu Surlaaru s,en8ecllor .{11 c
'lolsrrg leloH aql pueurroJar.dtqB1q J e 'Iolsrrg IeloH eql pueuuotar I t
'uru 6 le dn no.,( >prd 1q31ur I rF 'ure 6 1e dn no.,( >1crd 1,1 g
'ureporu,{1;r;e; s1 1.rod;re eqJ e 'urepour sr lrod;re JqJ Z
'eapr poo3,{.re,.r. u tou s,ll e 'eopl puq E s }J T
2a8esseuu s.rollr/v\ aqlJo q13ue.r1s aql ol op seBueqe osaql op lert1[ 9 aSosseruJo qfue.rr5
Polite responses 4 Match each question with a short but polite response.
May I take part in the eJearning Thanks lor asking, but Shelly's already
training course in Gencva? called.
Do 11611 mind if we htrvc the sales It's very kind of you to offer, but X{ark
conferencc on 13th]uly rather than has alread5, agreed to pick thenr up.
7th? It'il mean staff from the Ntlunich C Thank you for your olf'er. It would be
branch carn also attend. really helpful if you could organize
Would you mind if I took a day off errcrything lbr me.
work next nreek to attend ptrrt of the By all means postponc the event for a
proiect management conference in nreek. It sounds like a very good idea.
Berlin2
Of course you can attend. ]ust let me
Shall I mcet the visitors at thelr hotel [<norv when this will hc.
tomorrortr?
I'd rathcr you didn't take Tucsclay off,
5 Would you like mc to phone ibr a taxi tcr
but any othcr day would be finc.
tal<c the visitors back to thc airpor:t
tomorror,t evening?
Would ],ou like mc 1o book your flight
i*ff:n",:l:a: ' and mal<e a hotel rcservation for 1,our
or rereod it Yourselr' business trip to Helsinkl?
5 How would you make each of the responses on page 40 more polite?
6 ,{ } $.3 Listen to a voicemail from a member of your team and write the
short e-mail as requested.
7 Write complete sentences using these prompts.
1 I / pich/ up / clients / you / like.

2 you / cancel / my / hotel / reservalion / me?
3 possible / change / my / flighti
4 mind I help I me / report?
5 I / rather I you I not / take / holidav / norri,.
re
[iI
* 5 Getting the tone right
lqBu ouol oql 8ulllac s
m
-LINN SIHI NO S]TON ])VA CNV IVNENOI SNINEV]I UNOA O-L NEN] }
^ÔN
iauol aql aqlJ)sap o1 esn no{
plno^ sallpefpe ]eq11'uo]]!rl^ aAEq nor( ;teu-e oq] proJ o] auootuos 4sV ,
'l! asn nor( se go ase.rqd q)eo {f,ll t
E
Z '?uo+ +o q16ua't1s
T
'-'l:l'j,t*:lffill:1
oll
'llpr.u-a;no{ ul asn o} }!un slq} uro4 soseJqd e1;1od aaJq} asooq) (. rDr.lM +noqD 1urq1
I !'re!$sp!Nesu03
'IJo/\ roJ allrr\ ol poou no{ lruru-e up }o lulrll
saqsrM lsag
;
'{epo1 ,uorlepour.uo3lv a1erodlo3,
;o {doc e pelsod eneq
suetlltM rN reac
eprn6 uorlepoLur.uooov :1cal'qn5
uoJnel
'MOu) au lol lsnl
uorlels aql ol Ull :1ca[qng
zuut )eeo
I
'e1t; no{ Jl arul} aues oql }e uot}e}s urer} aq} o} no{ a)et plnot
sqlgluD ]ed
,(;alacurs slnol
'1r pa^rooar aneq no{ }eLl} rurquoo no{ p;noc esee;4
')rom JaUe umol olut oO o1 1o6 en,1
'ouo q)Ea o1 {;de.r p;nom no{
otl oP!f,oP uoql'slletrl-e eleledes o/v\l alEoJf, ol sa)ualuos osorll e8ue.r.reeg g rapro 1o>fio1
^
ReSer"eme:e Useful phroses Vocabulary
Asking to be ollowed to do something Business trovel

(ond responding) arrange/arrangement
May I (alter my hotel arrangements)? arrival time
Would it be possible to (change my flight attend (a conference)
time)?
bill
Do you mind if I (pay later)?
book (accommodation)
Would you mind if I (took l3thluly off)?
business trip
cancel/change/make/confirm (a
By all means (postpone the event).
reservation)
Of course you can (attend the session).
conference
I'd rather you didn't (take Tuesday off).
flight
I'm afraid you can't (have the whole day
make (a mistake)
olT).
organize (a transfer)
Asking someone to do sornething
phone (for a taxi)
Would/Could/Can* you (cancel my
pick (someone up)
rescrvation)?
singlc/double room (with an ensuite
I would be grateful if you could (conflrm
bath/shower/view)
the time).
sort out (a problem)
Please could you (organize my transfer)?
Would you mind (calling the conference Smileyslemoticons

centre)? :-) = happy
Offering to do something (ond :)= smiling

responding) :-( = sad/Irowning
ShallI(orderataxi)? ;-) = winking/flirting/johing
Lel me (meel you al the airport). :-O = shoched
I could (meet you at the station) if you :-) = sarcastic
like.
:-/ = thinking
Would you lihe me to (help lzou)i
:-D = laughing
Thanks for asking, but (she's already

called)."
It's very kind of you to offer, but
(someone has already done it).
Thank you for your: offer.
* informal
Study suggestion Keep a record of useful prepositional phrases, e.g.

to take port in (o course);to pick someone up (from the stotion);to toke o doy off (work)
Also note down useful word partnerships, e.g.
to ottend (o conference);to book (occommodation);to concel (o reservotion);to orronge (o trip)
K 5 Getting the tone right

lq8u ouo] aql Burllog s
W
o) Yodrre
leloq
t"'ll'i',}l :
(r1oo"l elFuls ellnsua '
'aPEtu erreq no{ so}ou ua}}!r/v\puErl aq} osn .8ul>;ooq e olrl.u o}
IaloH JgH aql ol llpru-a uE
ollr11.slJud ol dg.r1 ssaugsnq p uo SuloB e.rB no 9
I ii.,:) i\l
' ,\olaq olqEl aql e1e;duo)
iloêJl ssoulsnq gllm op ol pu!, no{ uer }!un oq} ut spJo/v\ a;oru {ueuu /v\oH S
suaI
no{ 1ueq1
'tuooJqleq S ue qltm ruoor s, e o>ltl plnom l,e;qrssod
Jl 'atu JoJ azrueGro pue
g-o J 7 ,{Lu looq p;noc no,{;r ;n;a1el6
aq plnoM | '^ln[ qlg L-q] [ LxoJJ ] ; ssautsnQ e uo sued o1 6urob u,;
-e
olJaI! reoc
'l!Etu-a aql u! sde8 eq1 e1e;druo3 y
ueH
'uec no{;r {epu1 {q - no,{ lltM rssoippe
I
auoq {u; o} }r puas 'lsn6ny Ll}g L uo }rnl)uerl ol la)cr] urnloJ e poou
pureS reac
')f,arlp ssal oleq llEru-o ol.{} a)eN
^
"' ot tuE,tl I a"'I ppo.) i"' I,{etr{ a"' I JI )IO 1 sI
'41;;od lspal aql ol lsoLu eq) ruoJr';ap.ro u1 sese.rqd aseql lnd Z
uorlEpouuroJcE >looq IIEqs Ieloq eq] I g
eseeld Suqooq rnod.{eru l eaeq oJueJeJer c,
rnol eql >1eads o1 p,I DIII o1 eptn8 p
1q31g;e1e1 >lool JI plnom relel I puru no,,{ e E
IEArrre 3o.rno,{ eurrl urruuoJ nof eq] plnor Z
e rxeJ aru no.( plnont aIII ol IIeJ I
?apro llarJo) eql olu! suollsanb oseql u! spJory\ aql lnd I .{&at&aw
U, N.l T Checl(ing before you send
THIS UNIT LOOKS AT:
I the importance of accuracy in your writing
I strategies for avoiding careless mistakes
I typical grammar,vocabulary,spelling and punctuation mistakes (since/for;
present si m ple/continuous; make I do, etc.)
e ***ext Look at these e-mail extracts about forthcoming training courses.What initial
Exomple e-moils impression does each one make on you the reader? Give your reasons.
To: Janis.Parsons@comp.com
From: W.Smith@43HU.co.ul< n_f raining
(// _materials.doc
Sub.1ect: Training materials
I have sended you a list of what the materials you must to bring to a training
session.
To: Joan.Alexander@crete.fr
From: Simon.Williams@crete.fr
Subject: Sales training date
that the postponed sales training will now be held on Thursday

Pleiase note
But 13th is I Fridayl ebruary, in Room 314. lwould be grateful if you could let me l<now as
soon as possible if you can attend.
To: M.Singh@drt.fi
From: Jon.Smart@men.com
Subject: Conference
Thanking to you for brochur. I like assist conference
To: P.Dawson@trainuk.com
From: S.Bass@internetuk.net
Subject: Training UK conference
I am r,r,riting to accept your invitation to give the opening speech at the

'Training UK' conference on 24th July of this year. The title of my speech will be
'e-publishing/e-learning' and r,r,ill last approximately one hour.
ro 6 Checl<ing before you send

ffE pues no,( aroJaq 3ur>;:aq3 9
'llEr.u-o aql ul sJoJJo
uollEnl)und pue 3u!llads teturue;8 Jo soldtllexa pull la8en8ue; oql (q) puE
uollEurJoJu! aqf (e) sr alern))E /,\ oH'Z osr)raxf u! lletu-o aql tp ure8e 4oo1 t a)ueretuo)
serd 0g:9 t-09'tI
eelJo] 0g:rI-00:rI
Surcue;e;uoc Jruortcele olur r{creesed, - (qtE uoog) doqsyol6 00:7-00: t
qrun'I 00:EI-00:zI
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(119 uroog),{.reue14 00:0I
r)(lot.ro q41 [upt.r7
srred'puBrD IeloH lreqotco
0I-g
sseulsng rog 8ururcr; eulpo
';1r sr :e>;eeds e;drouud eq] sp 'palla3uec uooq seq
0t:t L ur doqslronn
L
aql'I LUooU ur aq llrM pue >lcolc,o uanala ]e ue]s &eua;d eq]'r{epu1 u6
'{epr"r; ro} ol}}ll e ore araq} 1nq {epsrnql pue {epsuenl
.ro; {raurlr oLll ol s}uourpuaLue o}nurur-}sel Aue arc alaql }eLl} 1ou esee;d
lsanber prp no{ se ,(epr"r1 .ro1 uuer6o"rd aouoraJuo3 leu+ aq} paqoe}le oêq I
'arqoloo OL-L wc:; srred ur ece;d 6ur1e1 st ]eqM
'ecuare,ruoc ,ssaursng lo; 6ururell aurluo, aLl] loj buuelsrOal .ro; nor{ 1ueq1
is;ezlue8.ro aq) ql!/v\ Ay.rcp ol poeu eq 1q3;u leq/v\
ipesluo,rd se/v\ lPq/v\ o^raf,oJ rallel aql saoc' /\olaq sluoLun)op otl) lE loo-l
'99 e8ed uo ldl.rrsuerl orll ur sroli\su? .rno{ 4req3 q
arellEJ JLII ol pelnru-c 0q IIm\ IEqM t
i lnoqE ITEr cql sl ]EqA\ r
,ller eql Surleru sl oqr4v\ I
IID) auoqd
';;er euoqdelet s!q) ol uals!-l t V 1i r -t ar,t.y {rr;,1}ri
I" s
Opinions 4 Look at the extracts below from company guidelines.
1 Holrr n ell did thc e-mnil r,yritcr in Exercise 2 iollovrr what is suggeslecl?
2 Why do you think accuracy ol language and informartion is important in business
e-mails?
Do you follow these guidellncs?
Reread the e-mail carefully, or get someone else to read it, to check you've told
the recipient everything he/she needs to know - and you've got your facts right.
If a meeting's on 14th and you write 1 3th, the recipient's going to turn up on the
wrong day.
Check for typing andpunctuation errors. An e-mail full of sLLCh errors

catT nTake a bad. impression on the most patient reader * and can even
lead to misunderstandings. lf it's importctnt enough to send, make sure

the reader under stands ll lLn' messag e!
Any wrter can mal<e mista<es but t's and/or a grarnmar boo< to chec< anyth ng
important to try and limit these, Before you you are not sure ol Phone or send an e-mail
Il"Ti'r'I",'^tT'?lt
'
ei z,en w
send your e-ma , use the spe /grammar to checl< any,lhing you do not understand.
rl,[' a,t + u' u"' es b chec<. Aternativey, use your dictionary
it, ond it's, for exomPre'
Y{*Pf ,? & I u* |! &,? Listen to a conversation about a training event and make
lnformotion notes below.
D
LLLLLLLLTLLLLLLLLLTLLLLLLLLLL
iD O O O O O O iD iD O O O o O O O O O O O O O O O O O iD O
tve ttt,
DJ ie,
Time:
b Check your answers in the transcript on page 54.
2 Now read the e-mail below and correct any information mistakes.
IT
ll ui oirn"
just quick e-mail to let you know about the sales training event. Mike's
llff.rir ir a
obout tolO me it's now going to be on 16th March, not 13th April - | think it's a
Tio Be Precise lljust
etc' llTuesdaV.
lt starts about eleven and will go on until about frve.
times, dotes'
ll Best wishes
ll r-",gr',
I L]
6 Checl<ing before you send
puas noi( arolaq Bur>;raq3 9
M
,. ..,.,.,.,.,.,,.,..:r:::a:-,-...
., iu"t{+
uJDzl o+ +snf
"^Dq
"o,l'Jfu^:1::l1i:'J'
aJo'aslUaAPD
-sAoMlo zulos
sD ufns 'sPJoM
.,;^:l;x.Tlffll;:1
' azt- ldacco tvlou
erlEeql/relEeql 6 aldoad Auotu *uIi:)'
roqEI/rnoqr?l 8 qs116u3
so 6ur11ads
relleÊr]/raleÊr] I 11 11
uDrrJaurv 1q611q61q
esrlce;dTarrlrerd 9 ;;,'"dlgjllaHlA
eJuaJrl/asuaJrT q
1as noA
rrrri::l::l:
czrueS.roTastue8ro 7
ao '6ur11zds qsr16u3
-rnoloJ/roloJ u5l+!J8 Jo uD?lJ?\IlV
r0luer/erlueJ z
' asn noA 'raq+auM '
sdtr
pelleruEJ/p0leJUet I ll
'{.reuol1rgp ;nor( ug sJo ,\suE ,rnor( 4req3
;8u;;;eds qsr13u3 qsllyg Jo ue)rraurysl .r;ed qf,ea u! prorr\ r1)pt11 SuylaQs qs1fiu1
i8ur;1ads qsllyg ro ue)rror.uv osn ol no{ .ra;e.rd r(uBdr.uoe .rnor( saog g uD)ueuv PUD rrslllJg
1!l'.rns
ipuo)aaM leer6 e oêH ')aam slql )lom preq rno{ ro1 1;e nou{ 1ueq1
'Mou) aLu 1e; tsn[ '1r Ournnoroq ur , sr euo{ue
! lapeel ssautsng Jo uolypa s,)aaM stq] 9 lsnl-eneq ; ' s
, roruos se alot Mou laq
ur lsoq oql lle iaq qsrm aM'oun[ ]sLZ uo ]aor]S q6!H aLl] ur suotlecrunLUruo3
z{oue6 1e qol areu raq syels aqs lre; Ournouu oq ],uol^ len ' t
'nnou sree,{ oM} raô ro; luauyedap
z aql }o roqLuau , ,{.ren
E uaaq seq oqm 'ql.luis len 6urso; aq ,(;uoqs llrM oM leq] aJUnouue o] i{.uos r,u.l
I
'1eem poo6 e peq llB an,no{ edoq
'l!tur-e slql ul sde8 eq1 e1e;duo> ol f osrf,Joxf r.uo4 spJoir^ osf.1
q8noqlpTra,tor\\oq 8
aorrretl/JeurEJl I
eAroJeJ/eluoceQ g
.{l1eug7d1en1uela g
e,rrsuodxaTelqenie^ ,
leuuos,radTpuos:ed E
pelserelurTSurlsoJelur Z
ledrcurrdTcldnur,rd 1
qJJA = ast,tpE !unoLt = a:tnpE e esr^pE/eJrrpe a1fu.u9xg
iosnruo) ol pual no{ op spro^\
raqlo leq1 '{.reuo;1r;p ;nor( ur sra/rrsue .rno,( 1eeq3 l.ued qeue u! spJo/v\
aql uaa/v\loq a)uoJoJJlP aql s! lrqÂ'sPJo/v\ pasnluo) {;lsee esaql }e loo-l 2 AtolnqototlSuryedg
Punctuation 5 Remind yourself of the main punctuation uses by looking at the example
sentences in the Reference section on page 54. Which of the uses are
illustrated in the e-mail in Exercise 4 above? Now punctuate the e-mail
extract below appropriately.
IT
llthere are three to the course finance marketing and
parts HR Mark Draper will
the main trainer for the finance and marketing sessions Joy Marlow will be
llbe
resPonsible for HR do you have any questions about the course content
ll
Grornn:or 7 Lool< at some typical grammar mistakes. Correct each one.What features of
English grammar do you find difficult? Keep a record in the framework on
page 58 of the Resources section of your typical mistakes.
:\:iLji:l:j iIri::
1 I har,c lived here sincc tr,tro years.

2 lf I rrrrould have more time, I would
tahe a course.
I am thinhing that we should
poslpon(' tlte nexl I rainin g coursr'.
We haven't had much participants
on thc courses.
imPortont to
be
TiD lt's The trainer made his bcst to
obl" to identifY Your motirzate all the participants.
,+r,Jr;#?}5ffi,. 6 Wc all lool< lorward sceing you soolr
deol wttn Thcre's been a signiflcantly increase
being oUle to
them.
in the course cost.
I Now complete these sentences appropriately.

I At the last conf'ercnce, there weren't very many ...
2 At work yesterda5r, I did my bcst to ...

3 I1 I had more money, ...
4 I have worked at thc same company since ...
5 I think that all training courses ...
6 I look font ard ...
7 I'r,,e seen a signlficant ...
Look at the e-mail below.There are some things the writer is not sure about
and needs to check before sending the e-mail.Which option would you
choose?
Dear Mr Chatha
l1 write /
am writing to invite you to 2 take / haveparl in a forthcoming
business seminar, 3 which,/ what is due to be held 4 at / on 6th June in the
Grand Hotel, Altwood. The seminar is entitled'5 Doing / Making Business
Online'. Full details of the programme are attached.
lf you 6 have,/ will have any questions or would like any 7 advise / advice,
please do not hesitate 8 to contact ,/ contacting me.
I lool< forward to t hearing ./ hear from you.
Yours 1o faithfully / sincerely
Maxine Laportaire
Checl<ing before you send

il
ffl puas nol eroJaq 3ur4:aq3 9
IINN SIHI NO S]ION ]>VA CNV IVNENOI DN]NIV]I ENOA OI NENIMON E
.^ olloJ ol {uedruo)
Jno{ u! ,JE}s ro, sau!lop!nB 3u11;eu-e .a)!})erd }sag,}o }os u^ o .rno{ ge.rp q
luoglres so)rnosog orl] jo
gg ated uo ls!l>;)oq) aql 3u!sn I!Er.u-a.rno{ 4ceqr e
:{pee,r;e S-l s}lun qBno.rq} polro^ arreq no{t; g
'epeur arreq no{ so4E}s!r.u oq} Jo Prof,er e deey p
';;es.rnor( ruaql l)arror ol r(rl uaql'apEtu eaeq nor( solElslru
1o sad{1 }uara}J!p eq1 ,(11uepr o1 (pua;,r;.ro en8ee;;or e .ro) roq)to} .rnor( 4sy g
'sells!ru Auu tol r(;1n;e,ree )l I)aq)'11 3u;1;.ran paqs!ul, erreq no{ uaq11 Z
')|Jo^/\ roj allr/v\ ol paau plno^\ no{ ;;eu-e lerldrg p aredoJd I {-{{}!}g$3lX{3st{$m
'l!eLu-a aql allrÂ q
"' :a:Eld
... :auJlJ
.. . raled
"' )uli,')noqe lleLu-f
6Fq
' /\oloq solou Jno{ e1e;druor'ue1s!; no{ sy
'on8eallof, E r.uo4 pa^!o)oJ erreq no{ }Er{} l!etua)!o^ e o} ua1srl g'g { # e Z I
'sJoJJo e8en8ue; oql sE Ila^r\ se len))p, aql 8ullfaJJo)
'(5,y e8ed) 1 1
uoll)os uorleluosord ortllo Z as!)raxl u! Iletu-a eq1 ero.rdu;
ouB[!
saqstM lsag
'Mou) aLU lel lsn['{em{uy
uorle^rosor e 8Op plnoo I 1'a)rl llt,^
no,{ ;1 'sleaan rno1 965UlS uado uaaq {;uo seq qcrqnn
lueJnelsar Mau e s,1l 's,{e;re15 Sofo6-Ol }se66ns I auaqt
?dr-Teo-U-Ol aM lleqs ',{eprr1 uo oar] rogliJmT[-Oxl'L!'d Z
lrlun qsruU ol anp 1ou 7S1l pue 6uru.roLu leLll osrnoJ e
LpUEIlql.rM-1 {;eleunyo;un 1nq 'no{ oEUIIOEtll aôl p,l
+aaLu o+ 0 '{epsrnql }xou qcunl }noqe lreu-a rnou{ .ro; no{ 1ueq1
uqoI ieoc
'l!eLu-a eql ro
1q3;.r eq1 uo sareds aql u! spJo/r^ Jo pJoî\ l)aJrof aql ollr11iuraql l)aJJo)
nor( plnoarr seq rallJ/v\ or.ll solElslru paullJopun oql lE loo-l 0l
î\oH'apetu
Ke$efcrte e Grammar The training course was great!
Are you attending the conference, too?
Conditionals
Michacla' who is my boss' is running the
First conditional: Il + present simple,
course'
willl couLllmilThr + infinitive
't
IJ. see l:,lttt, I will tell hint.
Second conditional: I/'+ past simple,
Vocabulary
wouldl couldlntirht + infinitive
If l'haclrnore time, I u,Lttid take a cow'se. British ond Americon spellings
cancelled/car-rceled
Relotives
centre/center
The man that I was speaking to yesterday
is the Production Manager. colour/color
Jackie Morgan, u,ho is thc Media Account labour/labor

Manager, has been promoted. Iicence/license
Do you hnow whose journal that is? organise/organize
Tomorrow's meeting, *,/rich starts at ten, practise/practice
will be held in Room 495.
programme/program
Forlsince theatre/theater
I have lived here/or two years/sincc traveller/traveler
200 1.
Eosily confused words
SomelonY advise/advice
Tht,re irre sorrre amcndmenls.
become/receive
There aren't an'ry probiems' finally/eventually
lnlonlotl- however/although
in FebruarS, / on Saturday I trt thc intereste d/interesting
weekend / next week
personal/personnel
Muchlmony principal/principle
\Me haven't had much success with the trainer/trainee
course' valuable/expensive
Therc wercn't mcnty participants.
Training
Gerundlinfinitive course (materials)
I look forwardto hearing from you' give (the plenary / the opening speech)
If you have any questions, plcase do not make (a reservation / a mistake / a plan)
hesitate to contact me.
participate/participant
Adjectiveslodverbs sessio.
There's been a signiJicant increase in the train/trainee/trainer/training
course cost'
worhshop
The course cost has increased
siglniJicantly.
Punctuation
Two people are leading the session: Juan
and fos6.
Marco will give Thursday's plenary:
Regina will give it on Friday.
The rooms we'li be using are lO2,232,
356,417 and 455.
m 6 Checl<ing before you send
I
puas nor( oroJoq Burlraq3 9
W
uorsrrep e'uorlse38ns B -' /Ireur/ a{t:rrr
F?rpE'sseursnq- x ltr.pl op
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'1noqe >;eeds plnoqs | ]erjm
pue orluac qcrLlm ur ace;d 6ur1e1 st ocuaraJuoo aLll ueqnir e;qrssod e>;r;
^J]oexo
uoos se Mou) otu lal pln03 no{ 11 1n;e1erO i{.len ule | 'laAaMoH 'uot}e}tnut lno^
ldaf,ce o1 ;n;1qOrlap oq plnoM | 'qluoLU lxau ut uopuol ut af,uoraluoo ,]coltC
soleS, aql 1e ra>;eads ,(.teua;d rno{ eq o} aLU 6ut}}tnut lteu-o rno{ .ro; no{ >;ueql
'lf,erlxa IrEr,u-a s!ql u! sa)|els!tu eql l)orro) pue pu!J ,
ue; os .{:luece^ aql roJ suorlecrldde [ittutu lL1rrlru uaeq ],ueêq ereqJ 9
'qo[ ra8euery lretor4 eql JoJ s, ?l ue lo8 sELJ soruerd
/ s]l {uFIl I - {ee^ slql S
^rerlre}ur
,esrnoJ Suruteel-a aql 3uqe1 ur Duqsatalur I pa$)ralm euo,{ue sI t
dupsaupol,l uo eurpery l)uraas laas ol pre,\\roJ 3uo1oo1 ur,y g
'>laaÂ
Jxeu 8ur,r.ee1 sr 'sreed eorql
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Resources
Note: The material on pages 56-58 may be photocopied for use in class.
Unit I I Match the pairs.

E-moil oddresses
1 dot al
2 lower-case j b@
3 bachslash C
4 colon d:
5 forward slash e_
6 upper-case j f\
7at
B hyphen hI
9 underscore i-
2 f) l.l Listen to the voicemail extracts and complete the table.
E-rnail recipient E-mail address
2 I
3 With a partner, take it in turns to dictate e-mail addresses and recipients for
each other to write down.
Unit I
Fromework Consider Notes
Why are you writing?
Who are you writing to?
Do you need to cc anyone else into

the e-mail?
What would be a helpful and

appropriate subject line?
Do you need to send an attachment?
What phrases are you going to use to i
begin and end your e-mail/refer to

l
I
l
!I"_YP]j Td
fu-t119 colte{ l
l
What do you want the recipient to do

when he/she receives the e-mail? I
Resources fromE-mailingby Louise Pile O oELrA IUBLISHTNG 2oo4

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Unit 4
Consider these and other factors Notes
Factors to consider
Your target reader
Your reason for writing
Appropriate level of formality
Useful words/phrases/ grammar
Unit 6
Typical errors Wrong version Correct version
Unit 6
Checklist Yes/No
Is the purpose clear?
Is it well structured?
Is it clear and concise?
Is the level of formality appropriate?
Is the tone appropriate?
ls the language/content accurate?
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s{e4 Jo/rlsue pup s}drJ)sue4
for the Valcncia plant and the implications of this. Therc arc (r f inall),, Si I 00,000 nrill bc inyested ip product
some nLlles on my dcsh, by ths 1v6y Er. tharnhs vcry n'ruch. l'll derrelopment.
see you when I get back. 2 Suggrstcd ansu,ers
1 This is clue to dilliculties r,r,e are experiencing with thc
2.2 ncr,r, machinery.
Hi, it's X{artine here. I'm going to be out of the ollicc all daSr 2 This is as a rcsult of delays installing the ner,r,
Please could 1,ou e+nail X,Itrrtin I(ilsb1, the procluction report machinerl'l
lbr the las1 quartcr? Thc lllc's in thc usual RTP folder on the I ... r,r,hich vrill mean that our production capacity r,rrill be
scn cr. Thanhs. Could you mention that Ztirich's disappointing highcr.
ratcs arc bccause of problems r,r,ith the old equipmcnt they'r,e 4 This nrill probabll, lead to short-term clisruption 1.o
got. and that Gener,a's rntes are tvr,ice as high as those in production.
Lucerne due to the nen, recruitmcnt policyT lrinally. somc Basc] 5 This is in respolrsc to an increased demand lbr our latcst
staff rir,ill bc moving to l,ucerne r,r,hen thcir lactory closes ... producls.
probably by July. Ilr, thanlis. goodb-r,,e. 6 Owing to thc sudden increase in demancl for N,{odel
xE 12. ...
Answer key 7 Because of the increased inr,cstmcnt, ...
3 1bekrr,r, 2attachcd lbetnreen 4paragrapl'r
Context 5 a{1cr 6 inlirrmation
mccl.ing B softn:rre
A results: C report 4 SugpTesledarrsu,crs
Presentation
1 thank you for your phonc call.'l'his is iust to conlirtn
that I'll send the e-mail ]rou arskcd me to r,r,hile ],ot-t'rc
I a lB 2r\ 'i C ,l not rrscd
ir\\ ir-\. 13cst rrgirrd:. Lorrist'
b
2 Ib all staff
Advantages Disadvantages I am r,rrriting on behall of l)roduction \,lanzrger Jos6
1 c-mails
. good lbr shorl . can lcad to lengthy Carcia to confirm tnro things.
thrend
. hclps l<ccp the e-mails F'irstly, HQ has ngreed to a 5O million expansion of
the rnain plant hcrc in Valcucia. This vrrill mean that the
2 goocl Ibr longer e-mails
. . too little contcxt can lettd
factor_1r r,vill be three times its current sizc and harre ir
. helps make the e-mail to misunderstandings higher production czrpeLcily In addition, due to the
casicr to follor,r,/less der,eloprnent, staff iir,ill havc bctte r Iacilities and there
cort l'u sittg nrill be an impror,ed goods clcspatch area.
3 . lets the reaclcr scc . pcople may prel'er Secondly the compan5r plans to opcn six nert, lactories
early on lrrhat is folkx,r,ing inlbrmation in Spain. r,r,hich r,r'ill lead to t[-re creation ol at least 150
required of them as attachmcnt (ezrsier to nerrv jobs. lVIore
f:rctories also means the cornpany can
(to delete.lilc. rcsporrd. filc, ctc.) rlanufacture of products.
a lrrider range
etc. ) Please see Jos6 (larcizr ftrr lurther inlbrmation.
. casicr lbr people vr,ho Best regards
prerriertr messages Louise Dnvies
only har,e to read first
5-6 lines to linornr r,r,hat
Review
the e-m:ril is trbout
1 clepartrnent, linc, report, capacity
2 1 Firstly. the imrestrnent is higher than expectcd.
4 . enablcs ],ou to l<ccl:r . can contain t iruses 2 Sccondly our production targcts arc 'l 5'X, loner than last
tl-rc lbrmatting ofa . solue c(rrrrpanics block year.
document (e.g. PDF') o11 .-t11n115 r,trith 3 Finall1,, production rates in Shanghni/Beijing are as high
. saves you lrom putting attachmcnts or those as Lhose in Beijing/Shanghai.
a lot ol inforn-ration in orrer a cert:rin size 4 This is in responsc to a risc in production.
the body of an e-n.rail (e.g. 5Ol{) 5 Thc changcs r,rrill lcad to an increase in production
. large :rttachmcrtts rnay
capacity.
lirlie ir long tintc to rcceite 3 fhe e-nriril should sa1,: old. proth.Lt'tiort etluiltrne nt: trui(e as
or block someone's e-mitil high as t/rose irr LtLctnte: L'losc by July.
in-box 4 SugpTestcd rrrrsu,er
Dear lVlr lockel
4 I lrriedrichshal'en has risen by more than 2 5(Xr compared As requested in 5,ss. e-mail of 22nd February. I am nrriting
1o the lasl quartcr: Production ratcs at the Karlsruhe to inl'rrrm you of changes to company policy conlirmed b5,
faclory ncre I 5'X, lolr,cr than in the prerrious quarter; I,Iartin I(ilsby
thc Badcn plant plans to increasc procluction liorn I The production ol NIodel I64 r,r,ill movc overseas next
l\Iarch onvr,arc]s year. This r,rrill rnean that production costs nrill fall b1, rrp 1e
2 This is as a dircct rcsult of ...:This fall is due t0 ...;These 1nro-thirds.
problen-rs have led to ...: Finall5r in response to ... ; This 2 As a result of' more clients r,r,anting to place orclers or,cr
means that ... the Intcrnct. $1 millior-r r,rrill be invcstcd in tl're company's
5 Scc Rcfcrence section on page 22. r,rrebsite.
7 See Relerence scr:tion on pagc 22. 3 The cornpany has clccidecl to scll all its products in
euros liom April onr,r,arcls. This mcans that atl our systems
Practice
r,rrill havc to bc updated and clier-rts vrrill need to be inltrrmecl.
I I Firstl5r, the company plans to invcsL 5 million in nert'
lf \rou harrc any questiot'rs about the aborre. please conlarct
rlachinery.
me directll, for [urther inlbrmation.
2 Seconclly, production ratcs havc incrcased by 2 5'X,.
Best regards
3 Thirclly there is gror,ving demand for our products.
Wallicr
4 Finally, the compztnS, has decided to takc on I00 ner,r, Jessie
sl a[f.
5 F'irstly', therc has bccn a changc to the company's polic5,.
Transcripts ard answer" l<eys
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4.2 harre managcd to process all those orc'lcrs on my orr,,n! Can
Hello. this is Simon Pascalle P-A-S-C-A-DOUBLE T-E. I'm you help out tomorrort morning too. by an1, chancei
calling fron'r JH't'Limitcd about an orde r I placed on 24th ISest nrishcs
]anuar-v. That nras sevcn ncclis ago, but thc order hasn't Sophia
errrirred yet. Er. thc order numbcr was I242 l4 ... it rruas for 26 6 a Namc: Simon Pascalle
compuler monilors ancl 15 keyboarcls. l'lcasc could you let rne ComPanl,: JHT Ltd
linow r,vhcn it r,rrill bc clclivcrcd. Thanks. Cloodbve. Orderno:1212)1
Order details: 26 monitors. 15 he]rboarcls
4.3 b Su.rTlTcstcdnnsr,l,cr
I don't hnor,r, r,rrhat impression Qing thinks his e-mail is giving Subject: order no. DA214
- of himself and the company but it's certair-rl1, nol a vcry Dcar Mr I'ascallc
profcssional one! It kroks more lihe something you'd send to a I would like to apologize lbr the delay in dispatching thc
liiencl than to a nenr client you're trSrilg 1n imprcss. 26 monilors (rnodel XS243) and 15 he5rboards (mode I
RH,l39) yolr ordered on 24th January. I wish to confirn't
Answer key that your order lelt the r,rrarchotise this morning and n ill
reach 51611 bl, 5 p.nr. toda1,. I apologizc for apy
Context inconrrenience caused.
IC] 2A ]B Yours sinccrcll,
I(irn Hill
Presentation 7 lr' 2been 3did 4to 5rr.rost 6rrrrho 7r'
I 1a Inforn'ral features rnight inclucle: contractions (1in
8man}, 9r' 10n-rorc llvcry
...); short sentences; notes/incompletc scnter-rces ((,-ot
8 Thcrc is a rnixture of formal and inlormal cxpressions in
11otu' order todatl ...); informal subjcct line (hi thcre);
thc e+nail. I'he I'ollovr,ing changcs noulcl make it rnore
informal punctuation (exclamation marks, dtrshes):
consistently 1'ormal:
Tnlcrnct abbrcviations/smile5rs/emoticons: mult i-n ord 'l'httnks o lot ) Thank you t,erll n'nult
r,erbs/idiomatic expressions (Cun llLttr lJcL itt tottclt ...):
Givt me a t:all. v,ill LIoLL ) Please t:all n'rc
inlirrmal r,ocabulary (str.y'J.... ; nformal grnmmar ( Carr
) i
TIA ) Thank yorr in uth,ance
,..); no (or informal) salutations/closings (/ril)
b f'ormal l'eatures might include: thc usc of the passir,e Review
lltis reconutrended...) rathcr than I (1 rcconntrend...) nhcn I 1 I look forr,vard to receiving your order.
representing the cornpany (urc is also used instead ttl'I in 2 I1 5rou would like any further inlirrmation. plcasc do not
more lbrn-ral c-mails) (notc that the passirre is also usecl hesitate to contact me. or Ple ase do not hcsitatc to
to bc more politc or inc'lirect (see tJnit 5)); stanclard contact me i1'1,e11 i,r,oulcl lihe any further inlormation.
phrases (l.l 1orL require...); rnorc 1brma1 punctuation I \AT is int'ludcd in thc prir'c.
(cokrns, scn-ri-colons); rnorc lormal grammar (L:ould...): 4 We apologizc for any inconrreniencc caused.
longcr and morc complcr sentences: use o1 more l'ormal 5 I harre plcasure in confirming that your order has been
linking phrases (in addition, hon,ever ...); lbrmal dispatchccl.
salutations (Denr,\1s...). Note that phrascs such as./irrd 6 I am attaching :r copy ol our updated price list.
cnclo.sed lrcretitlt or shou1d.rior.r tleut'rit... erre considercd 7 I just n antcd to let you knonr I'rre scnt the order.
orrerl], Ibrmal in today's business comrnunicatiort. 8 Can you gc1 in touch as soon as possiblei
2 See -t'rnnscript 4. 1. 2 Formal hllbrnml
3 1A 2C ]B to contact to get in touch
5 A (inlbrnral)Thanks lcrr ..., Thanks a lot! satisfacl or1, OK
B (formal) Clould/Would you ... ?
to receirre to get
C (formal) I have pleasure in conlirming ... rrcry much a lot
(inlbrmal) Will ... to recluirc to nccd
D (informal) I'm rcally sorry ... goods stuff
6 orc'lcr, run out of. goods, dispatched to dispatcl'r to send
7 See Unit 1, Presentation Exercise 8 1o regret to be sorr5r
8 I too late 2 as far as I knonr J in other r,r,ords 3 Srig.rTested nnsu,er
4 thanhs in aclvance 5 bye lbr noit 6 sec you Ilear A,,Ir \rlartin
7 see you later 8 on tl'rc other hand 9 thanlis Thanli you for your ordcr, ltrhich I rcceirrcd today. I n,ish to
10 frrr your inlbnnution 11 by thc rvay confirm that thc goods n ill be dispatchcd imrncdiate ly.
1 2 frcqucntli, askcd qucstions Yours sincerely
Practice Qing Wan
t I I nish to confirm that your ordcr l-ras bcen processed. 4 Sug.ryestcd ansu,er
l)car lVIr Rajala
2 Could I placre an ordcr by phonc. plcasei I am r,vriting to conlirm that rirre harre received your order
3 T apologize for thc dclay to 1,og,' o.6... todalr I rcgret, hunrcvcr, that nre do not currentllr have the
4 Thank Srou Ibr )rour ordcr. recluested blue lbldcrs in slocli. I mrould be gratelul il you
5 Clouid 5,ou conlirm 1,our contact details. please? coulcl crxrfirm that red folders n ould bc a suitable
2 I 'n'r re:rlly sorry 2 a lot 3 got 4 get in touch itrith replaccrnent.
5 let you knonr; slulf
If1ro11 r'.0r-rr.. any lurthcr information. plcasc clo not
3 1d 21 3b 4c 5c 6i 79 8h 9a hesitate to contact me.
4 1 Wc would apprcciatc it if you could provide us r,t ith Yours sincerely
lurthcr details of the discounts J,ou offer.
Laurcn X{ajor
2 A stationery order is placed once a month.
J The order rvill be cancelled as soon as possiblc.
4 We apologizc 1br an1, inconrrcnictrcc this may cause.
5 Sr.rgTgTe.sted ansu,cr
Dcar l\,{alle
Thanks so much 1br helping out this morning. l'd never
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some changcs to the progrnmme. Was it the 1'ull three days 6 There are three parts to the course: financc, markcting
you rt anted to attend ? ancl HR. Mnrh Draper rirrill be the main trainer for the
X, No. just Thursclay and Friday. financc and markcting sessions: Joy Nrlarlonr r,rrill be
F OI(, I'll ash my assistant to send you the programme 1or responsible fcrr HR. Do you har,,e any questions about the
those tltrr davs. Can I just take your e-mail :rddress2 coursc contcnt?
N,tl Yes. it's ... 7 I 1 havc livcd here for tvro years.
2 If I had more time. I would tahe a course.
6.2 I I thinh that r,r,c shoulcl postpone the next training
X,{ Hi, Leigh. Glad I've bun'rped into you ... The salcs training COUTSC.
er,,ent is going to hnve to be rescheduled, I'rom l 3th April to 4 many participants on the courses.
We harren't had
15th March. 5
Thc traincr did his bcst to motivatc all the participants.
F Oh? 6
Wc all look forr,trard to seeing you soon.
N,,1Someone's o'",erbooked thc vcnuc. 7
'l'hcrc's been a significant incre:rse in the course cost.
F I see. So r,r,ill it be the snme timc - clcvcn to lir,'ei 8 Su.qccsted dnsl{rrs
\'{ \tVe're going 1o start a bit earlicr - I'ralf past ten so we 1 participants. 2 linish the report.
should linish half an hour earlier, too. Coulcl Srou 1ct Diane I J vrould leave rr-ry iob. 4 1995.
hnor,r,? 5 should havc regular breaks. 6 to meeting you.
F Surc. 7 fall in demand.
5.3
9 1 am r,r,riting 2 tahe 3 r,vhich 4 on 5 l)oing
6 have 7 advicc 8 to contact t hearing
Hi. I'm not going to be in till about tr,rrclve. C-'ould you e-mail
I 0 sincerely
Jane 1br mc and thank hcr for the e-mail? She said thc salcs
I O I 'm attending / r,r,ill be attending 2 it's 3 [f you're
mccting is today. but I havc tomorronr at ten in my cliary ...
4 mcct 5 going 6 for 7 lihc 8 rnahc
Also, she s:rid ne rvere in the boardroom, but I havc bookcd
Room 343. l'erhaps you could lct hcr knor,rr. Thanks.
I I Su.r7.r7ested an-su,e r
Thank y6u lbr registering for the 'Online Training for
Business' conl'ercncc. which is taking place in Paris I'rom
Answer key 8 10 October.
T have attached the Iinal conl'erence programme 1br
Presentation
Thursday and Friday as you requested. Please note
I I \tlr Qing Wan 2 Participation in a training coursc in that thcrc aren't any last-n'rinutc amcndrnents to the
Paris A registration lorm and the prograrnmc
3
2 itinerary for Wednesday and'fhursday, but there are a
No. the caller receives inlbrmation for Friday only;
few for Friday.
inlirrmation for Thursday and Fr:iday n as requested. He
may need to clarify thc dates (different on the programmc
On F'riday, tl-re plenarystarts :rt elerren o'clock and lrill be
in Room 3 I 1 . The rvorkshop at I 3:OO has been cancellcd,
and the e-mail; ivhether there nre any changcs to
as the principal speaher is il1.
Thursday's programme; r,rrhich norlishop has bcen
ca ncelled).
l2 a E-mail lanc about thc salcs meeting.
l)atc: lomorror,rr
3 Neither is very accuratc. See Practice Exercise 11 lor an
'l'imc: 10 a.m.
amended rrersion.
PIace: Room 341
Practice b Strggested attsr.l,cr
I a Evcnt: sales training errent I)ear Janc
llate: 1 5th A,Iarch This is just a quick e-mail to lcl you knoir that Sam
Time: 10.10 a.m. 4.30 p.m. le1't a voicemail message about the sales meeting.
2 I 6th l,Iarch { 1 5th X,{arch: cln cn { 1e n thirty; Appar:cntly it's taking placc at 10 a.m. tomorrorv in
fir,c t lbur thirty Room 34J nnd not todav in the boardroom.
3 7 principle = noun (rrLlelbelie.l): pt'inL'ipal = acljectivc (rnain) Bcst r,rrishes
2 interesting = trcljective (describes trn object); intcrcstctl = Sanclra
adjectirrc (describes a person's attitudc)
Review
3 pcrsonol = adicctive (conccrninyl nn indit,idr.url\; pcrsonrrcI =
r-roun (str//) I Suggcsled art.su,ers
4 t,aluable = adjectirre (l:Lrt,irtg ruorth); expensllrg = ndjgc[i1r(]

I six nronlhs. 2 tlaining courscs.
(costirrg tt lot oJ' nroney')
3 am:rttending a linance course .
4 J r,r,oulcl lcave n-ry job.
5 sccing you next r,r,eek. (r booli that is?
5 et,entualllJ = adverb (.oJ'!er a long titne\; Jilnllu = adverl.r
(.lrrst irr a scric.s)
7 contact me i[ you rcquirc adclitional information.
[3 complaints abou1. thc coursc so far.
6 beconre = vcrb (turrr intti): receit,e = rrerb (gct)
7 traincr = noun (soineone ufio gives trainittg'): tTtLiutt =
2 7b 2a 3c 4h 5d 6e 7f 8g
noun (sorrreonr u,/rr.r receiycs trnirrirrg)
3 1;\lthough 2r,rrho 3seeing 4interested 5it's
6 many
8 hou,eucr = aclr,erb (used to adci a surprising or
contradictory picce o[ infor:mation); althouqlt =
4 Thank you for your c-rnail inviting me to be 5rour plenarl,
conjunction (dcspite tlrc fact thot)
speaker at thc 'Sales llirect' confcrence in Londor-r ir+ ncxt F
month. I r,r,oulcl be delighted to accept your invit:rtion.
4 I valuable 2 personnel J Hor,r,ever ,l trainer
Howevcr. I would be r,cry gralclul if you coulcl lct mc hnon
5 Finally 6 receirred 7 interested
as soon as possible nhen exactly thc conlercr-rcc is taking
5 Amcrican English British English
place, in nrhich centre and n hat I should spcah about.
L
.]*
1 cancclccl cancellecl
t\
2 ccnter ccntrc :.
3 color colour
I organize organise 6
5 licensc licence
6 practicc practisc
7 1ravclcr traveller
8 labor labour
L)
theertcr thcatrc
m
Transcriots and answer l<evs
=EI

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\ i{

DELTA Business Communication Skills

@ DELTA I'ublishing 2004

All rights rescrved. No reproduction, copy or

First published 2004

Critically read by Anne Lar,r,s and

P lrc to a cknowle dg ement s

ISRN Book 1-900783-81-9

H*re; tca H$** thls h**k Step I Step 2

I hope you enjoy leairning n ith this book.

Your Learning journol

Useful tips: Useful tips:

Useful tips: Useful tips:

Useful tips: Useful tips:

netiquette n, lnetlketi The unwritten rules of behar''iour on the Internct,

6 What is the purpose of the e-mail?

8 Wlrat is the rcceirrer expected to do?

*t,E I Gettine started

I am writing to you in response to your advertisement in 'Cycling weekly'. I am

lam writing 2-- regard 3 your advertisement in Eusrness Weekly.

4 1 I i.2 Listen to a voicemail message from a colleague. Make notes in the

We wish to (inform you of a change to signature

With reference to (your phone call), ... marketing seminar

If you would like any further/additional

iir: {:l *:ti ll

K 2 Structuring your message

rc 2 Structuring your message

2 We have experienced a number of production problems. This is as a rcsult of ...

2 Structuring your message

lntroducing moin ideas Yisiting a factory

health and safety (clothing)

d 2 Structuring your message

wouldn't thinl<, so I suggest we meet on* 21st* instead in Room 123 to

FZfi 3 Beins clear anci concise

a The meeting is in HR2,that is, Room 2 in the Human Resources building.

b I think we should invite a member of the Finance Department to the meeting,

5 Look at the phrases below. Which are used to give:

that is to say for this means that in other words

6 What do the following abbreviations and acronyms stand for?

1 We are all busy but my colleague advised

4 Iappliedforajobat although I will put it in the

!l 3 Being clear and concise

[lt",n,"ru,"w's tal<ing or*",n,*o months'time - on zrst septemtrer. ll ll

5 Rewrite e-mail A on page 24 to mal<e it clearer and more concise.

Subject: Worl< number 308493

il;I 3 Beine clear and concise

Controsting ideas Meetings ond interviews

I applied for a job at RPT International. hold/postpone (interviews/meetings)

I'm going to take the job at Miltons items (for discussion)

E 3 Being clear and concise

Thank you for your stationery order of l2 August.

4 Choosing the right level of formality

A Thanking someone Thank you very rnuch

5 Find words in the e-mails on page 32 to do with'orders and supplies'.

8 What do these informal lnternet abbreviations stand for?

4 Choosing the right level of formality

b Write an e-mail in reply.

Thonking someone Orders ond supplies

Thank you for (your e-mail). order)

Thanks for (your order).*

Thanks a lot (for everything).*

goods have been dispatched).

Apologizing for somethinr stuffr

H*re; tca H$ thls hk Step I Step 2

[lt",n,"ru,"w's tal<ing or",n,o months'time - on zrst septemtrer. ll ll