PearsonEducation Limited

Gate,l'larlow,
Edinburgh
CM202JE,England
Essex,
andAssociated
Companies throughout
theworld

www.longman.com
O lanBadger
Copyright andSuePedley
2003

All rightsreserved;no partof thispublication

maybe reproduced, storedin a retrieval
system, or transmitted
in anyformor by anymeans, electronic,mechanical,photocopying,
recording, withoutthe priorwrittenpermission
or otherwise of the Publishers.Themoral
rightof the authorhasbeenasserted.

Firstpublished
2003
Sixthimpression
2009

lsBN-978-0-582-53972-3

Setin Univers 1opt

Condensed
KHL
Printedin Malaysia,

andtypesetby RockGraphics
Designed

lllustrations
by RogerFereday

Acknowledgements
Wewouldliketo thankHelenParkerfor herhelpin developing thisseries,MaggieJo St
John,Christine Johnson,JulieNoviell,
TeresaMillerand,Maria Kellerfortheirvaluable
inputandDianeWinkleby for herhelpwiththe British/American
differences boxes.
We wouldalsoliketo thankHans-Juergen Prellat Deutsche
Telekom andlearners from
UPM-Kymmene 0y,MetsoPaperValkeakoski 0y,MetsoPaperAB Sundsvall, Hagforsand
Grdstorp, Goldwell Gmbh,Business andMedicalEnglish ServicesandFiltonCollege,
Bristolfor piloting
andreportingonthematerials.

Coverphotograph @ Photonica
copyright
Gontents
Introduction page5
I Thebasics Beginnings andendings Basiclayout
page7 Thewritersknoweachotherwell A standard
letter
Thewritersknoweachother A memo
Thewritersdo notknow A groupemail
eachother
2 Makingcontact Messages 1 Messages 2
page15 A firstcontactfroman A firstcontactfroma company
individual A reply
An acknowledgement A requestfor furtherinformation
A reply Introducingthe company
Chasing up information
A reply
3 Arrangements Arranginga visit Travelarrangements Takingandforwarding
page23 An invitation Arrangingan itinerary messages
Replying to an invitation Makinga booking Leavinga message
A confirmation Confirminga reservation Passingon a message
Sending directions Checkingtravel Forwardinga message
Chasing up information arrangements An acknowledgment
An automaticemailreply
I Meetings Settingup a meeting1 Settingup a meeting2 Meetingfollow-up
page33 Suggesting a meeting Settingtheagenda Minutesof a meeting
Suggesting a date,timeand Changing theagenda Suggested amendments
place Negotiatingchanges Comments
Agreeing Finalising
arrangements Thanks
Confirming a meeting
An urgentmeeting
5 Enquiries Messages t Messages 2
page$ A general enquiry Specificenquiries
A reply Adviceandrecommendations
A furtherrequest A requestfor information
A reply Forwarding a request
A covernote Providingdetails
6 Orderc,dealing 0rders Dealingwith problemsI Dealingwith problems2
with problems Requesting a quote Problems witha schedule Unacceptable service
page51 Placinga firstorder A reply A reply
A reply Damaged goods Misleadinginformation
Placinga repeatorder A reply A reply
Rejecting
a complaint
7 Shortrcpofts Providinginformation Focuson facts andfigures
page6l A request for information Presenting numbers
A shortreport Describingtrends
Askingfor missing information Makingcomparisons
P r o v i d i n g fu rth e ri n fo rma ti o n Draw i ngconcl usi ons
8 Personal Messages I Messages 2
messages Appreciation Goodnews
page69 Congratulations Replyingto goodnews
A personal announcement Badnews
Sayinggoodbye Replyingto badnews
Saying thankyou A remi nder
Responding to thanks Replyingto a reminder
Glossary page77
Answers page86 a
Appendices
I Punctuation page92
2 Datesandtimes page93
3 Abbreviations page95
Introduction
Eng|bh ior Wodr
Thebooks inthisseriespresent
andpractisespoken andpractical
English writingforeveryday
communication;theyfeature
keywordsandexpressionswhichwillhelpyouin a widerange
ofworksituations.
Thetargetlanguage
is introduced
through
shorttexts,anddeveloped in
language
notes and practice
exercises.

Atthebackofeachbookthereis a glossary
whichcontains
highlighted
language
fromthe
texts.Translations
oftheglossary
in selected
languages,
canbedownloaded fromthe
Longman website,
wvnr.longman-eh.com.

Theseriesis intended
for intermediate
levellearners.
Everyday
BusinessWritingwill
beuseful
supplementary if youarepreparing
material forbusiness
English
examinations
suchasthe
University
of Cambridge Business English (BEC),
Certificate particularly
theReadingand
paper,
Writing andtheLondon ChamberofCommerce (LCCI)
andlndustry English
forBusiness
exam.
EYeryday Bueinerc Wrifing
Everyday
BusinessWriting
is suitable
foranyone whousesEnglish
inthebusiness
world,and
forstudents
learning
vocationalEnglish
inadulteducation
classes,
schools,
colleges
and
universities.

Thebookfocuses
oneverydaybusinesswriting,
which,intoday's world,is usually
business
sentbyemail.
Thebookalsocontains
someexamplesofothertypesofwritingsuchasletters,
memos,telephone
messagesandcovernotes.

Emails areoftenshortandcanbeveryinformal. However, evenif anemailis informal,

it should
stillbeaccurate,appropriate andeasyforthe readerto understand.Emails canalsobeformal
- forexample whenwritingto someone forthefirsttime,youremailcanbejustasformalasa
letter.
Thereis nostandard styleforemailwritingandthebookreflects thisfactintherangeof
language presented. Onepointto notehereistheuseof contractions. Somepeople tendto
usecontractions (l'llcallyou);others
writeusingfullforms(l willcallyou).Inmoreformal
letterwriting,
fullformsarerecommended; in emailseither
formis used.

Youmayfindtheothertitlesinthisserieshelpful:

EverydayBusinessEnglish
Everyday TechnicaI English
BusinessPresentations
llow to use the book
Firstof all,workthroughUnit1 - Thebasics.Thisunitsetsoutbasicguidelines
for writing
emailsandprovides examples of styleandlayout.Youcantheneitherworkthroughthe book
unitby unitor chooseonethatmeetsyourimmediate need.Notethatin mostof the
examples, thefocusis onthe bodyof the email.TheSubjectbox andTo/Fromboxesfor
example arenotalwaysincluded.

Youcanusethe contents pageto searchfor different

typesof writtendocuments. Starteach
phrases.
chapterby lookingat the Useful Thenreadthetextsandstudythe accompanying
notes.Certainphraseshavebeenhighlighted thathaveparticularfeaturesassociated with
them.However, notingotherphrases
it is worthwhile thatappearin thetexts,whichare
equallyimportant andcanalsobeseenas keyphrases. Usea dictionary to checkyour
understandingof thelanguage presented andreferto theappendices at thebackof the
book.

0n the notespagesyouwillfindinformation
on somedifferences
betweeneveryday
British
andAmerican usage.

Afterstudying
thetextsandnotes,workthroughthe exercises;referbackto thetextsand
notesas necessary.
Youwillfindanswersto the exercises
atthe endof the book.

Finally,referto the glossary at the backof the bookandtestyourselfonyourunderstanding

of the highlightedkeyexpressions. Writetranslation$
of theseexpressions,
againusinga
dictionary if necessary. Visitthe Englishfor Workpagesonthe Longman websitewhereyou
willfindtranslations of theGlossary in a selected
number of languages.

Youcanusethisbook.for
self-qtudy your
or with a teacher,Goodluckandenloy.building
'Everyday
Business
Writing'skills!

lanBadger
andSuePedley,
Bristol.2003

Somerecommended
materials
to accompany
theEnglish
forWo*senes:

LongmanBusiness
English
Dictionary
Penguin
auickGuides;
Busrness EnglishPhrases
Penguin
OuickGuides;
Eusrness EnglishVerbs
Penguin
AuickGuides;
Eusrness EnglishWords
t
I
I

Thnbasfcs
Some useful phrases.

Howareyou?
Howdidthemeeting go?
It wentverywell.
It was goodto talkto youyesterday.
I enjoyedmeeting youlastweek.
Thankyouforyourmessage.
l'veattacheda copyof myreport.
Everything looksfine.
No ch a n g ene
s eded.
Laurent- please makethearrangements,
Ple a se
ca llm e .
Please do nothesitate
to contactme.
I lookforwardto meetingyouon Friday.
Lookforwardto hearing fromyousoon.
Seeyounextweek.
Allthebest.

Laurent_ please Laurent- Please

arrange the arrange the
]/
musicforthe musicforthe
offrceparty. officepartY.
 andendi
Tlre writers know eaeh ottrer well

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

c0urse

ldtlf'r,
Everything
looksfine.ilt cfigffimam Seeyounextweek.
Allthebest
Kim

The writers know each olfrer

Smi, ri l'
It wasgoodto meetyouattheconference
lastweek.I wouldliketo inviteyouto visitusonMonday
25May
at I 1:1
5 sothatwecancontinue I hopethatyoucancome.
ourdiscussions.
lkdmd
t*ilffi
Headof Personnel

DearMrsGonzales
Thankyoufortheinviiation.Wagainon25Mayat1l:l5a'm.
Yourssincerely
TarjaNovotna

Tlre writerc do not know eaeh odrer

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

DearDrS la c k
Thisis to confirmthatyourcurrentpolicycoversyouandthatyoudo notneedto takeanyfurtheraction.ll
youhaveanyotherqueries,pleasedo nothesitateto contactme.
Yourssincerely
N. Nuul(Administratorl
Notes
HiKin not know if a woman is married or not.
The way you begin and end a message Some women prefer to be called Ms.
depends on how well you know the person Piki Gonzales(Mrcl
you are writing to. A good guide is to use A little old-fashioned,but when the reader
th e s am e beginni n ga n d e n d i n g (o r a s l i g h tl y may not know from your name whether you
more formal one) as the other person. In are mal e or femal e,you can hel p by gi vi ng
informal emails some people do not use the your title, e.g. Piki Gonzales(Ms) at the end of
person'sname but start the message: your message.
Hi/HelIo/Good morning/afternoon
I lookforwardto meetingyou...
Howareyou? Thi s i s one of the most common phrases
Whenyou knoweachotherwell,you often used at the end of messages.Note the -lng
begina message with a friendlygreeting. form of the verb which follows look forward
Otheropenings:Hopeyouare well. to: I look forward to hearing from you.
It was goodto see you lastweek. I look forward to receiving the report.
I'n finalising the details ... DearSir/Madam- Yourcfaithfully
Sayingwhy you arewriting: UseDearSir/Madamin formalmessages,
if
l'm writingto let youknow... you do not know the person you are writing
Justa noteto let youknow... to. Dear Slris also used. This type of
Thisis to let youknowthat ... message usually ends with: Yoursfaithfully.
Notehow contracted forms I'm (l am),You're
SeniorManager
(Youare)etc.are informaland oftenusedin
As thisis a first formalenail, the writer
emails.
includeshisnane andposition.ln well-
Best regards establ ished reIationships, with frequent
Theway to end a messageis a matterof communication, thisis not necessary.
personalchoice,but if you arewritingfirst,it
is bestto be moreformalthantoo informal. ldffiftmqlcan dltlofrnGer
Someotherinformalendings:Begards Brlti*h American
Bestwishes HiKim HiKim:
Allthe best Note:Americanstyle usesa colan (:) afterthe
Cheers (veryinformalUK English) salutationfor businesscorrespondence
Anders (DearPiki:lDearSk:or
Youcanbeginan emailby simplywritingthe MadamiToWkomit May
person'snameat the top of a message. Concern:
No changesneeded. Yaursfaitttfully Thisexpression is not
Notethat the verb are (Nochangesare usedin Arnerican
needed) hasbeenleft out hereto keepthe English.
message shortandsimple. Sincerelyilaurstruly
wauldbe usedinstead.
Dear Ms Novotna - Yourcsincerely
In emailswhichfollowthe styleof more frnalising finatizing
formalletters,if you openwith a name; lnabile(phone) cellutar)phone
DearMs/Mrs/Miss/Mr;youclosewith lours insurance cover insurancepolicy
sincerely. However,in emailsthe rulesare (not usedin {aloousedin British
morerelaxed- you can begina message American English) Eng.lishl
with Dearand end it with Bestregards,Best (exists,but quesgons (alsousedin
queries
wishesetc. (seenotesabove). notoftenusedin BritishEnglish)
Ms is usedinsteadof Mrs or Missif you do American €nglish)
Sasicla out
A standard lelter

Hardv -iJ: ?""

7 NoginRoad
Heyward
Shipsam
Northshire
KT3 49P
UK
18April20-
# ffi#;[ p**r,
i#*#l*n*t*iiw€di$sref!:$ffita**:fuls$ffi*g#rb:W I am going to be in AmsterdaminJune
and'il.wld like to.trrqe a meetil4'*i6r'yw as you suggested.
#&,hau,e,manllaeff.pr-odr*t$ that I am surewill interestyou.
&*ld,.trmu..le* ne knon'ff you are availabld onJune5th or 6th?
* toot forward to hearing frorn you soon:
Yourssincerely,

lsatbel Hatvdy
IsabelHardy
Partner

A memo
To: All Headsof Department
F r om : P a m e l aN e w ma n
Directorof CorporatePlanning
Date: .14 Juqe 20 -
Subject: $gent visit
#ryS#***t#ffiEun Joo, our Koreanagent,will be visiting the company next
Friday21 June. You are invited to meet her in the ConferenceRoom at 10:30a.m.
Eun Joo will give us the latest information on the Korean market,and she will
answer any questionsyou may have. There will be a buffet lunch at midday.
kesr*m drs.you.wl#. .

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

ffiltm*';
ffi4i$ffi;lt!#ffi#leffir for the annualdinner.Pleaselet me know what
you would likeby the end of this week.
i$ii{l*ffi;iitiffii;***iii$r****:"Anff!*iMtii$iiH ror the music.
Thanks.
Klaus
Notes
DearMr Loelgen,
Note that some people prefer to write a
comma (,) after Dear Sir,Yoursfaithfully,etc.
It is now more usual to leave out the comma
in both formal and informal lettersand
messages.
Be consistent.lf you use a comma after Dear
John, use a comma after Yourssincerely.
It wasgoodto meetyouat the seminarin Paris.
Remindthe readerof the first or previous
contact.
Do yourememberthat we metat the Expo
presentation?
Wespokeat the recentconference.
... I would like to anange a meetingwith you ...
Openformalcorrespondence with a clear
statementof why you arewriting.
I am writingto confirmarrangements.
I wouldlike to checksomedetailswith you.
We havemanynew products...
The nextsentence(s) contain(s)your main
message. Otherpossibilities:
Itwouldbe goodto continueour discussions.
I wouldlike to showyouour new brochure.
Couldyou letme know il you are available...
Use couldto makepolite requests:
Couldyoulet me knowas soonas possible?
Couldyou call me?
I look forward to hearing from you soon.
Formallettersusuallyincludea politefinal
phrase.Otherexamples:
I lookforwardto meetingyousoon.
Lookingforward to your reply.
Pleasenotethat...
Pleasenotethat... is a commonway of
introducingimportantinformationin a
formalmemo.
Pleasecoilinn that youcan attend.
Otherformalpoliterequests:
Pleasereplyas soonas possible.
Pleasecontactme by Friday.
Dear all
A commongreetingwhenan emailis sentto
a group.Othergreetings:
Deareveryone
Dearcolleagues
Helloeveryone(informal)
Notethat groupemailscan alsobe sent
withouta greeting.
l've attacheda copy of the menu ...
Otherwaysto indicatethat you have
attacheda file/filesto your email.
Hereis the menu.
Thereportis attached.
lf you wantto be moreformalyou cansay:
Pleasefind attachedthe reportas requested.
Herewiththe filesyouaskedfor.
Laurent,can you make the arrangements...
Notehow we askan individualto do
somethingin a messagesentto a group.
Usea comma(,)or a dash(-) afterthe
person'sname;
John,pleasecall me whenyoureceivethis.
Sonia- can youforwardthismessageto Oliver.
ffidilcnncct
,Egeau*eernail is international,ths
differancssin BritishEnglishand American
,Eng,lioh Syles ers becomingfewar (US
cmails may sometimesbe mors infomal
than UX emsifs),,However, soms gEgtors
suchas fnancial, bankingand legalprefer
formality. ln thcse eases,addresspeople by
their titlee, avoid contractionsand slang, and
be conciseand to th6 point.
Fractice
1 Match tlfe opening greeting with the most suitable close.
h,
a D ea rSi r (il Yoursfaithfully
ii Allthebest
b Fred i Bestregards
ii Yourssincerely
i Withverybestregards
ii Seeyou
d DearDrSomerset i Yourssincerely
ii Bestwishes
e Helloeveryone i Yoursfaithfully
ii Regards
2 Tick the phrase in each pair which is more informal.
a i HiFausta a
ii DearFausta u
b i Yourssincerely tr
ii Regards I
ci No problem. T
i i Thereis no problem. T
di I wouldliketo inviteyouto visitouroffice. I
i i Comeandvisitouroffice.
.I
u
ei Pleaseconfirmthatyogcanattend.
i i Letmeknowif yoy cancome. T
fi Thanksfor the dinner. I
i i I wouldliketo thankyoufor the dinner. T
Gomplete the sentences with a preposition.
ExAtptE:I amveryinterested
. ilt . comingto the seminar.
a l l oo kforward ....hearingfro my o u .
b We met.. . . theShanghai
seminar.
c l'd liketo makesomechanges.
... theprogramme.
d Tha n kyou.. ..yourmessage.
e l 'l l see you ....M0nday.....3 p . m.
f C allm e ... .mymobile.
g Therewill be a buffetlunch. . . . midday.
h thefilesyouasked
l'veattached
 Put the correct form, -ing or infinitive, in these sentences.
Please
ExlMpr"E: .gp.\-+iH. . (confirm)that
youcancome.
a Canyou. . . . . . (check)
thebrochure
forus?
b l l o o k f o r w a rd to .... .. (re ce i velthe
docum ent.
c I e n j o y e d .....
.(me e tl yol austweek.
d Mr Lahtinen
willbe (visit) Helsinkitomorrow.
e Couldyouletme. . . . . . (know) if everything
is 0K.
f Howdidthemeeting (go)yesterday?
g I am (write)to
askyouforsomeadvice.
h T h i si s t o . . ....(co n fi rm)o u rconver sation.

Match the two parts of the sentences.

1 l'mjustfinalising a thefilesyouaskedfor.
2 Please leteveryone b fromHeadoffice.
3 l'vejust hada message c cometo the meeting.
4 Please thatyoucan
confirm d meeting youlastweek.
5 Wemetrecently e the arrangements for nextweek.
6 John f knowaboutthearrangements.
7 | reallyenjoyed g pleasemakethenecessary arrangements.
8 | haveattached h in the Londonoffice.
6 Order the sentences into a message.
An informal mesrage
a I couldn't
findit thismorning. e Ma ija
b l'll bebackintheoffice f Thefax numberis 9505142.
c Good morning,
lan. g Couldyoufaxit again.
d Did you me
vousend themap yesterday?
maovest( h laterthisafternoon.
 A formal rnemo
a willvisittheofficeonFriday.
b D e acr o l l e a g u e s
c Wewouldlikeeveryone
d Thisis to confirmthat Mr Tayama
e Marcus Kerimov
f byWednesday atthelatest.
g Please
confirm thatyouareableto attend
h to meethimin Room 21at2:30.

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

I haveseentheadvertisementonyourwebpage.
Couldyouplease sendmesomemoreinformation?
Thank youforyouremail.
I haveattached form.
anapplication
Please returnitto us.
Pleaseletmeknowif youneedanyfurtherinformation.
Wearewritingto inform youthatwe areorganising
a meeting
inTokyo.
Canyoucomplete thebooking
form?
Please takea lookatourwebsite.
I lookforward fromyousoon.
to hearing
Wewereveryinterestedto hearabout
theconference.
Weareanestablished companyintheUK.
Weexportto Brazil.
Looking
forward youinToronto.
to seeing

I..
9- \',
Messages
I
A first dontact fiom an indhlidual
rgl
DearMs Giles
{*r*,r{i*xi:*t*: iM,,gtLw :FlF and would like to apply for theg$,of
InternationalMarketingManager.I'fd:
cgti!3lt$.:irt,:liqqisqn.
I would be gratefulif you could send me an applicationform and some informationaboutthe post.
Thankyou in advance.
Yourssincerely
Jean-LucReigniers

An acknowledgement
t3l
DearJean-Luc
T&rurkryutr$or your €meit I m Blead.&#anhrq$'i .i lfi *,ffiand
information about the post,flt.,&tl#"
Couldyou also completethe attachedquestionnaireand return it to us by the end of the week.
I look forward to hearingfrom you soon.
Best regards
SaraGiles
HumanResourcesManager

A rcply
l5l .
G iles
Pleasefind attachedmy completedapplicationform and a copy of my SV for your information.
l bch.furd.b yow n$y.
Best regards
Jean-LucReigniers

Ghasing up inlomation
DearJean-Luc
Thank you for your recentapplication.However,we havenot yet receivedyour completed
questionnaire.Couldyou pleaserefurn this as soonas possible.
Fffifu*l*hiffie,km.rrW*.
Bestregards
SaraGiles

A reply
{-l

DearMs Giles
Pleasefind attachedmy completedquestionnaire.
f$'!illuffi1*i*ttr*,ii*S1*H* 08120745614if you need any further information.
Lookingforward to hearingfrom you soon.
Best regards
Jean-LucReigniers
Nates
on yourweh
I haveseenthe advertisement I look forwardto yourreply.
page... This phrase is a standard polite close to an
Emailsgenerallyopenwittra clearpointof emai l .
reference. Alternatives are:
Thanksfor youremail. I look forward to hearing from you soon.
Wemet at the conferencelast week. I awaityour reply.(very formal)
I readyourrepoft with interest.
Pleaseletmeknowif youhaveany queries.
. . . po s t . . . This is a polite, informal ending to the
wordforjobor position.
Postisan alternative message.You could also say:
Please contact us if you have any queries.
I amcurrentlyworkingas a Marketing
A more formal endi ng i s:
Assistantfor a puhlishingcompanyin London.
Please do not hesitate to let us know if you
Sayingmoreaboutyour currentjob:
requireanyfurtherinformation.
I havebeenworkingas a SalesAdvisorsince
Aueriesarequestions. r is query.
Thesingula
May.
I havebeenin the ExportBusinessfor three I apologise
for notsendingthisearlier.
years. YoucoulUalsosay:
I havebeena lecturersince2001. I amsorryI didnotsendthisearlier.
I'msorrylforgottosendit.(informal)
Thankyou lor your email.
Thisis a standardresponse to an email. Pleasecall meonmymohile...
Whenreceivingan emailfrom someonefor Notethe useof prepositions in the
the firsttime you couldalsosay: sentences aboveand below:
Thankyoufor your interestin our company. Pleasecontactme on extension232.
We werepleasedto hear that youare Pleasevisitour websiteat www.filton.ac.uk.
interested in ... Youcan emailme at jlreigniers@emiclidc.com.
I am pleasedto attach our online application
form... Erldil/Amrican d{tornco
Documents sentwith an email areattached Bdtirh Amedcan
ratherthan enclosedas they are with a letter. I haveseenthe ...
I sawtheadvertisement
Youcouldalsosay: advertisement... Note:AmericanEnglish
Pleasefindattached... usually us€stho simple
Pleasetakea lookatthe attached pasttense.
file... apalogise apologize
Theattachmentswill give youthe information
youneed...
cv resumE
Noto: In Ameriean
... as requested. EnglishCVis ucually
thanthe
Thisis a morecommonexpression ressrvedfol acaderlic
alternative: applications.
... whichyourequested. Flaasesallmaan Pleasecallme on ny
. . .c v . . . ny nobile. cell phone.
Th is is a doc um en tg i v i n g d e ta i l so f y o u r Pleasecontactme Pleasecontactme at
educationand past employment, used when an extension
82. extension232.
applying for a job. lt comes from the Latin:
curriculum vitae.
 2
ilt$ssagFs
A firct dontact from a eornpany

liflr*trlu*ting to lnvllr Wu.ts e conhronccin Tokyo.This will be an excellentopportunityto

meet local suppliersand agents.
fkr&a.laot af ourw*rlto at www.iclwz.co.np where you will find details of lha
@dricftca rdudub and our online registration form.
Pleasedo not hesitateto contact us if you require any further information.
Yours sincerely
Minori Kishimoto
ConferenceOrganiser

A rrply

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

A request for further information

cl

We havereceivedyour application and are pleasedto informyou that we havereserved

and somevideoequipmentfor you, as you requested on your registration
form.
-Oqdtl rul plrar tmd dr r fifty word *nnmary g,csnFany, for our conference
handbook,!ildn and'CIf&i urftik
Bestregards
MinoriKishimoto
Conference Organiser
Intr,oducing dre eompany

Dear Ms Kishimoto
Thank you for your email.Hereis a suilnary of our companyfor the handbook:
|[{fh rs'c{H*:cffid cs@f in tb UK with over thirty years'experienceof providing
managementtraining for the qMffidnS and narvice iildustries,
We can providea rangeof faining programmes,otr-site, at a ysiltls in the UK, or online,at a
competitiveprice.'
I hopethis is acceptable.If not pleasedo not hesitateto contactme.
lnoking forward to meetingyou in Tokyo.
Best regards
GuillermoRavallo
Notes
Weare writing to invite youto a corrterence... companyin theUK...
Wearean estahlished
ln formal written communicationsit is more Otherwaysto describea companycould
common to use the full verb form We are include:
writing rather than We're writing. Companies Weare a largemanufacturing company
wiff also use We rather than /when in ...
specialising
contactingsomeone for the first time. Weare oneof theleadingproducersof ...
Weare the leadingexportersof ...
Pleasetakea lookat our website...
An alternative is: ... manufacturingand senice industries.
Pleasevisitour website... The manufacturingindustrymakesproductsto
Youwill find our websiteat ... for examplecars,
sellto customers,
telephones,clothes,
... the conferenceschedule...
The seruiceindustryprovidesservicesand
This is a detailedplanof what will happen
adviceto customers.Forexamplebanks,
andwhenit will happen.
travelagents,shops.
Notethat an itineraryis the detailedschedule
or planof a visitor trip. ... on-site,..,
On-sifetrainingis whenthe trainergoesto
. .. the forthcoming conference . . .
the customer'sworkplaceto givethe
Somethingwhich is forthcomingwillhappen
training.
soon.
,.. venue...
... and (wel would like to attend.
A venueis the placewherean event(suchas
Noticehow it is not necessaryto repeatwe
a conferenceor meeting)takesplace.
in this sentence.
... a stand...
or exhibitiona standis a
At a conference
Brftish/ftneriean dllleruncce
smallareawherea companycandisplayits British American
productsor giveout informationto visitors. a stand(tor a booth;an exhibit
conferences)
Couldyou please sendus a ... summaryof your
experience of ...ing experiencein...ing
company...
A moreformalalternative is: organiser organizer
We wouldbe gratefulif you couldprovideus programmes pr0grams
witha summary... {Note:This American
spellingof programsie
A summarygivesthe most importantfactsin usedin BritishEnglish
a briefway. but only to refer to
... by the end of the week. computerprograms.)
By theendof theweekis usedto say when venue In AmericanEnglish
exactlyyou want somethingdone. Other (not used in this locationor sifewould
alternatives are: way in American be more usual.
... beforeFriday. English)
... on Mondayat I a.m. speciatising specializing
... withinthe next24 hours.
... in an hour.
Fracti
1 Gomplete the sentences with a preposition.
goods.
We area leadingexporter.gf . electrical
EtoMptE:
a I am currentlyworking ...a F in a n c ia lA d v is o r.
b I wouldliketo apply . . . the position
of ChiefExecutive.
c I ha vebeenworking.........Framc o s in cMa
e rc h .
d I enclose
an application
form . . . requested.
e I wouldliketheworkcompleted
.. . the endof theweek.
f Please me. . .
telephone 003957234698.
g Pleaseemailme . . . sjwood@uh2mx.com
for anyfurtherinformation.
h We area largemanufacturing
company
specialising . . . glassware.

2 Match the words with the correct definition.

1 stand i youaskto getinformation
0uestions or to check
something
is trueor correct.
2 itinerary youneedfor a particular
Thetoolsor machines activity.
3 equipment A smallareaat a conference wherea
or exhibition
company canshowits productsor giveout
information
to visitors.
4 queries IV Theplacewherean eventtakesplace.
5 post V A detailed or planof a visitortrip.
schedule
t

6 venue .vi A job or a position

in a company.

Fill in the gaps with words from the box below.

"A*neomirf summary questionnaire

on-site range producer service

We are pleasedto inviteyouto our .f.qrfh99.tflthg. conference

ExlrMITE: in 0hio.
a We canarrange programmes
training either. . . or online.
b produces
Ourcompany a wide . . . of products.
c We aretheleading . . . of carsin Germany.
d The . . . sectorincludes
businesses
suchas banksandtravelagents.
e Canyoupreparea short . . . . for the monthlyreport.
f youcompletethe
C ou ld attached . . . . . . . . a n dre t u rnit a s s o o na sp o s s ib le .
4 Match the two parts of the sentence.
I lf youhaveanyquestions a to informyouaboutournextexhibition.
2 | lookfonruard b at ourwebsite.
3 Wearewriting c foryourrecent
application.
4 Wewereinterested d please
donothesitate
to contact
me.
5 takea look
Please e to hearaboutthe in Madrid.
conference
6 you
Thank f sendmesomefurtherinformation.
7 youplease
Could g youin September.
to meeting

Put the sentences in the correct order.

1 takea lookat ourwebsiteat www.conzfi.co.kr
Please
2 We arewritingto informyou
3 Pleasedo nothesitate
to contactus
4 whereyouwillfindfulldetails
of theconference.
5 thatwe areorganising
a conference
in NewYork
6 Wewouldliketo invite
7 attheendofthe month.
I yourorganisation
to attend.
I if yourequireanyfurtherinformation.

De a rCo lleague
.?..We. e. wrilih.q.to. inf prq4.
y.ah.
^y

Yourssincerely

JeorrgmiSeo
6 Match the statement in A with the response in B.
A B
1 | attach
ourcompleted
registration a Wewereinterested
to hearaboutthe
formfortheforthcoming exhibition.- conference, andwouldliketo attend.
2 | wouldliketo applyfor the postof \ U Thank foryourapplication.
you We
Finance 0fficer. havereserved a standfor youin the
We havenotyet received your ma inh a ll.
completed applicationform. Thankyoufor youremail.I am
Wewouldliketo inviteyouto our pleased to attachouronline
conference in London. application form.
I apologise for notsending thisearlier.

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

From'ffi
dl To: Jahn$mith

Can you completethe attachedEquipmentBookingForm for the

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

Equipment Booking Form

C o n ference' l ' i tl e (1) ...

Name of Organiser (21

Equipmentrequired (3)

Date needed t4l

Venue (5)
 Arran
Some useful phrases.

Wewouldbeverypleased if youcouldvisitourcompany.
letus knowyouravailability.
Please
Areyoufreeon Mondayafternoon?
C a nyo usen dm ea mapplease?
l'veattached to ouroffice.
a mapanddirections
SeeyouFriday.
I lookforwardto seeingyoutomorrow.
l'veputtogether fortheChina
an itinerary trip.
I'mtakingthe7:30flightto Paristomorrow
morning.
l'mwritingto confirmmyhotelreservation.
l'm sorry| wasn'tfree.
l'vebeendelayed in Paris.
He'smissed hisflight.
l'll be awayfrommyofficefor a few days.
I triedto ringyoubackyesterday.
Th en u m b ewa
r sengaged.
l'll callagaintomorrow
Arran tn a visit t

Ar inYltetion

We were interested to hearthat you will be in Japanfor the International Motor

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

DearMr Sato
f!x* ycs for tlta ia$ta,th$, ft*,rV,ilSt,W$.r,:Wffi$;I woutdbe veryinterestedin seeingyour factory,
as I haveheardexceltent reportson yourlatestproduction line technology.
I witt be availabte
on 6th Mayif this is convenientfor you.
r&*&ftsd,to$lr *fl on.
Yours
sincerety
MsG[oriaDunn

A confirmation

Hi J ohn
&$t,**rttry rls{r$dt!ot! on Friday May 31 at 10 a.m.
lf you come to receptionand ask for me, I will meet you there.
lf you need to contact me, pleasecall me on my mobile (07975639400).
Ssrqym,ffiffi3
Regards
Kevin
Sending directions

DearMissBromtey
I am pleased
you areableto visit us on 21st.$t*i$ f with directionsto ourkdtftll, in
caseyou needit. Ptease
let me knowwhenyou hopeto arrive.
Whenyou arriveat the maingate,Securitywitt give you a visito/s pass.FdlifiS #iilf#ilffilt*SlffiiHl*
whereI havereserveda car parkspacefor you.
Loohngforwardto meetingyou nextweek.
Regards
JacobLetterman

Ghasing up information

DearMissBromley
l'm just finalisingarrangements
for your visit. ,ffils.lffii **{*;**.$ [
ffidi*$n;
Bestregards
JacobLetterman
Notes
... we wouldhe verypleasedif youcouldvisit facility
ou company ... Thisis oftenusedto meana factoryor
the
Othersimilarphrases: placewhere a product is made.
Weare holdinga conferencein Londonand
Followtheroadaroundto themainreception...
wouldbe verypleasedif you couldattend.
Otherusefulexpressions for giving
We wouldlike to inviteyou to an evening
directions:
reception.
Followthe mainroadinto town,and you will
Thisis the formallanguage of invitation.
find us on the right.
Moreinformalwaysto invitepeoplewouldbe:
Stayon thisroaduntilyoureachtheHotel.
Pleasejoin us for lunchtomorrow.
Keepgoingstraight.
Wouldyoulike to visitour new factory?
Turnleft at the station.
Pleaselet us know your availability ... Gostraightalongthe corridor.
Thisis a formalway of askingwhenyou are
Do you know when you are planning to arrive
free.Youcouldalsosay: yet?
Whenwouldbe convenient?
Moreinformal:
Are youfree on Tuesday?
Anynewsaboutwhenyouplanto arrive?
Thankyou for the invitation to visit your company. Moreformal:
Thisis a formalreplyto an invitationfrom a Pleaseadviseyourarrivaltime.
new contact.Also:
I was verypleasedto receiveyourinvitation.
A moreinformalreplywhenyou knowthe British/Ameriean difi elences
personwell: British American
Thanksfor invitingme. Itried to ring you I triedto callyou
Thanksfor the invite. backyesterday. backyesterday.
{Alsousedin British
I look fonuard to your confirmation.
English.)
Youcanalsosay:
Couldyoupleaseconfirmthis? Thenunberwas Thelinewasbusy.
Canyouconfirmas soonaspossible? engaged.
Just to confirm your visit to us ... finatising finalizing
Thisis an informalway of confirming details. Some difference* in giving
A moreformalway of sayingthis would be: directions
I am writingto confirmdetailsof your visitto Leavethematorway Leavethefreewayat
our companynextweek. at Junction14. exit 14.
Seeyou Friday. Onemilealongthis 0nemiledownthis
Thisis an informalendingto an email road. road.
confirming a plannedmeeting/visit. A more lDownalsousedin
formalendingwouldbe: BritishEnglish)
I lookforwardto meetingyou on Friday. Alongthecorridor Downthehall.
I am attachinga map ... for 100
Ao straight Keepgaing for a
Detaileddirectionsare oftensentas metres. block.
attachments. lf directionsarevery short,you Note:metricdistancesare not usedin the
couldsay: US.In townsand cities,distancesare
Leavethe motorwayat Junction14,turnleft on expressedin blockstthe digtancebetween
to theA37.Ourofficeis onemilealongthis two streetsl.
roadon the left.
 ]nent$
Anangifig an itinerary

fif$trei ,' Can you let me know what you think about it?
1{1c,,qffi:*n]ffir{w*i,#sl$,
Tuesday 22
llftpa,ftom ffisr at 11:05 on fliglrt llll$, arriving Manchester at 11'25
Afternoon visit to Salford site
Overnight stay at Hilton Hotel,Salford
Wednesday23
Plnk up by company car at 08:flt
All day visit to Newcastleon Tyne site
Ret u rnfl i g h t to M i l a n d e p a rti n ga t 17:05on fl i ght 8467, arri vi ngat 19:20
A llt he bes t
M ic helle

taking a booking

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

Gonfirming a reserration

Dear Ms Tourelle i
|l***i, t li*' f f i. c n mffd * ts * ' ffi m a d e b y p h o n e thi smorni ng,fortw osi ng| e
rooms at the Hotel Sorbonne on May 26, for Ms Scheelenand Mr Moura.
They will arrive at the hotel at about 7 p.m. and they would like to have dinner at 8 p.m.
Could you pleaseemail us a map and directions?
Yours sincerely
J am es E v ans

Ghecking trauel arrangements

1:e
Dear David,
$im&L:ffil*r*ftx*kit*tt: . lr. ,,re.pleqser
!t**iffii[*lif*hic1 a flighttoBerlin?
,.ffi,ontomorrow's
Has Franz organiseda companycar to collectme from the airport?
kt me know if thereareany problems.
Thanks
Jo
Notes
I've put togetherthefollowing itinerary. Couldyoucheckout the following for me
An itineraryis the detailedtimetableof a visit please:
or trip.Otherverbs canbe usedwith itinerary: Tocheckoutsomethingis an informalway of
Theagent haschangedthe itinerary. sayingcheck:
I've fixedthe itineraryfor our Japantrip. Canyou checkthe followingfor meplease:
We need to finalise it today. Canyou checkout the flighttimes?
Youcanalsosay: Youcan alsocheckoutof a hotel,meaningto
We'llfinalisethe detailstoday. payand leave.
Canwe finalisethe scheduletoday? Weneedto checkout before7:00to catch our
Departurefrom Milan at ll:(E on flight 8A68,... flight.
Notethe followingprepositions of placeand Hasthe airline reseruedan aisle seatfor me ...
timewhentalkingaboutarrangements: Otherquestionsyou can askto check
Theplane departsfrom Paris4 8:00. arrangements:
I'm travellingon FlightKLM646to Osaka. Did youreseruea windowseatfor me?
We'releavingg! midday. Haveyoure-confirmedmy flight?
I arrivea'tTerminal 3 gt l9:00. Didyoubookan economyticket?
Pick-up hy company car at 8:N)
To pickup is an informalexpression meaning
ffirruEcel
Bdthh + American
to collect.
departing Note;The 24-hourclock ie
An airportpick-upcan be arranged.
at 17:05 calledmilitarytime and is not
l'll pick youup at the station. gnneralfuus$d!nthe U5. Times
I'n booking Don'sflights today ... are nsted with a.m. and p.m.
We oftenusethe presentcontinuoustense a booking/ a reseruation/to
reserue
to talk aboutfutureplansand arrangements: to book talsousedin BritishEnglish)
I'm goingto Parisin the morning. travelling traveling
I'm meetingthe FinanceDirectorat 2 p.n.
midday noon
I'm catchingthe earlytrain.
Note:ln AmericanEnglish,
TheLufthansaflight leavesLondonat 7;30... middayindicates a periodof
We oftenusethe presentsimpletenseto talk time in the eady afternoon,
abouttimetables: from about noon until 2 p.m.
Thetrainarrivesat l8:00. I'vefixedthe l've seilmadehe itinerary.
Theconferencestartsat I a.m.tomorrow. itinerary.
Coachesleavethe airporteverythirtyminutes. single(ticketl one way fticketl
ShallI reserueyoa a seaton the sameflights?
In a hotel:
Shallisusedin offers,suggestions and reception front desk
requestsfor advice. a single/ Note:hotelsin the US use
ShallI finishthe reportfor you? daubleraam vsrytng terminology but these
Shallwe meetfor lunch? are ueual:
Whatshallwe do abouttheproblem? a singlea a roorn with one
I am writing to confirm the reservation,... dsublebed
Otherverbsusedwith reservation: a daubls* a room with tvvo
l'm writingto changemy reservation. double b*ds
I QUQEB * a room with one
I'm afraidI haveto cancelmy reseruation.
queoneizsbed
CanI checkmy reservation? a king* a loom with one
king eizebed
 nr0ssa
Leauing"a message

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

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

Forwarding a meosage

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

Ar acknowledgment

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

*d*fiffil If you needan urgentreply,pteasecontact

EveWheeleron 0590 4779456.
Notes
l'm sorryI wasnTfreeto speak. l've justreceivedthedraftitineraryfor Sweden
Reasons for not beingableto talk: fromHelen.Havea lookat it ...
I was on anotherline. Youcouldalsosay:
I wasin a meeting. Takea lookat the itinerarywhichHelenhas
I was out of the office. sent.
lwasn'tfreeis informal,meaningI was busy. I'm forwardingan itineraryfron Helenfor you
Are youfree?meansAre youdoinganything? to lookat.
Also:Are youavailable?
Thanksfor this, Stefan.
I tried to call you back this afternoon... To confirmthat you havereceivedsomething
Tocallbackis to returnsomeone's telephone you cansenda simpleThankyou.
call. Youcouldalsosay:
Canyou call backtomorrow? Thanksfor sendingthe repoft.
I'll askher to call youback. Manythanksfor the salesfigures.
I triedto returnyourcall. Letb say l0 a.m. in my office.
... the numher was engaged. Thisis an informalway of makingan
This phrasemeansthe sameas thenumber arrangement. Youcouldalsosay:
wasbusy.Otherreasonsfor not beingableto Whataboutl0 a.m.in my office?
reachsomeone: Canyounake l0 a.m?
Therewasno reply. Howabout2 p.m.tomorrow?
I had the wrongnumber.
I shall be away from the office until 2 July.
I couldnTgetthrough.
Automatedemailrepliesare usedwhen you
She'sbeendelayedin Shanghai... knowyou will be out of the officefor a
Someotherreasonsfor not beingavailable: periodof time.Otherpossibilities:
She'sbeendelayedatthe airport. I will be on leaveuntil22August.
He'sbeenheldup in Paris. I will be awayon busrnessuntil2 May.
He'smissedhisflight. I will be out of the officefromMonday2ndJune
untilMonday9thJune.
Can you give her apologies, please?
Youcouldalsosay:
CanyousendSara'sapologies? ffidllcrsrecc
Pleasegiveher apologies. Britirh Ameriean
Canyouapologiseon her behalf,please? Thenumberwas Thelinewasbusy.
... there are still somedetailsto soft oat ... engaged.
Tosottoutisto solvedifficulties or problems. Thereare stillsome Therearestillsome
There'sbeena misunderstanding; I'lltry and dstailstosaftaut de{ailstotake eareof.
sortit out by tomorrow. thedraftitinerary a draftsf theitinerary
We'vesortedout the computersystem.
apologise apalogize
Canhe call her tonight,please? l'lltry andsortit out t'lltry andtakecare
Someexamplesof othermessages you can by tomartow. sf it tomorrow
passon:
Pleasecall Sallytoday.
CanJohnfaxthereporttoFranz?
Pleaselet himknowDavidwill be late.
Practice
1 Gomplete the aentences A to D below ueing the words in the box.

*co*finTr attend 22ndJuly pleased stay office

contact queries nextweek invitation single August
ir.
a l ' dl i ke to .q p .\fi f$ ..th e
re se r vationfor a..... . r oom,
on...
b Wewouldbevery if youcouldvisitus
d u r i n g yo u r.. .... i nTor onto.
c Pa u l i so u to thfe ... ...thisweek. Please ...... Mar ia
on3650899 ifyouhaveany...
d T h a n kyofourth e ... ... totheconfer ence in....
I willbepleased to . . . .
Match the two parts of the sentences used in making
affangoments.
1 Wewouldbeverypleased a to yourconfirmation.
2 | lookfonrvard b if thisis convenient?
3 Wewouldliketo inviteyou c onthe9:15flightto Paris.
4 Could youplease letmeknow d for a doubleroomon 26thMay?
5 l'vereserved
a seatfor you e if youcouldvisitourcompany.
6 Canyouconfirm myreservation f at the airportat 7 p.m.
7 A company carwillpickyouup g foryourChina trip.
8 | haveorganiseil
theitinerary h between I and10a.m.
I Youcancall.mpto$orrow i to an eveningreception.
Put these sentenees into the correct order.
a Ourofficeis locatedof posite
thebusstation,
nexttotheMarlinHotel.
b Justto confirmyourvisitto usonFriday
14that9 a.m.
c lf youneedto contactmeforanyreason, pleasecallmeonmymobile 071186
34521.
d Looking foruvard
to seeingyouonFriday.
e Bestregards, Francis
f Whenyouarrive, askformeat receptionandI willmeetyouthere.

r b. .Jt'..s!.tp.
sq$.,."n
.y9hy.vis.r!.ts.
nr.ql.Fri4ny..lt nt 1.*w. .
Complete the sentences with a suitable preposition.
Wewill pickyouup .by . company
ExIMITE: car.
a G ostr a ig h t ....the corridor.
Hero f f icis
e .... t h ele f t .
b l'llb e ..... Madridnextweek.
l'llstay.. . . . t h eMo d e rn o .
c meetyou
Ou rd r ive r will . .. . . Terminal2 . . ...mid n ig h t .
d The r eis a fl ight..... P aristwice
a day.
e l'vefixedthe itinerary
. . . . . the Braziltrip.
f l 'm tr a ve lling.....flightB A 248.....
Ma d rid .

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

or not necessary?
Theywill be arrivingffthehoteltonight.
ExnilplE:
a EvaGonzales
is arrivingfromMadrid
tomorrow.
b I didnotknowthat Heidiwasvisitingfa Bangkok.
c is staying
ErikSharman aftheGrandHotel.
d I will contactfo Neilfor hisapproval
of thisbudget.
e is finalised
Theitinerary fromtheBerlintrip.
f Couldyoupleaseconfirm
rnwriting?
g Heis offfromhisdeskatthemoment.
h Theflightleaveson 19:00.

Read the memo and email below then complete the Travel Form.
Write one word, phrase or number in each numbered space 1 to 5.

ffiffir u e ffitrffiwesga'#*s&
To: JaquesDuval,Finance
From: RobertaBenetto,Marketing
Date: 21st May
Re: My visit to Beijing- to attendAgentsWorkshop
Canyou lookthroughthe flight detailsfrom TravelWorldand completea
TravelFormfor me, requestingthe flight which arrivesearlyin the morning
of the 18th. Couldyou organisepaymenttoday please,by creditcard?
Thanks Rts
 AF 202 DepartureLondon Heathrow 17 June 11:45
Arrival Beijing 18 June 08:15

BritishAirways BA148 DepartureLondonHeathrow 17 June 21:00

Arrival Beijing 18 June 17:00

AF 203 DepartureBeijing 28 June 10:25

Arrival LondonHeathrow 28 June 17:30
8A149 DepartureBeijing 28 June 13:00
Arrival LondonHeathrow 28 June 20:00
Can you confirm within 48 hours please.
Thanks
Sophie
TravelWorld

Travel Form
Traveller Details
Name ..R.o.bgrt*Eg.\e!tq
Department
Purposeof Visit

Travel Details
Flight from .....L ondon
Flight to
D e p a r t ure D a td T i me .....3
R e t u r n Da td T i me .....2 8June....
Airline
Cost ..... el 000
M e t h o d o fP a yme n t .....5
Some usefirl phrases.

We needto setup a meeting.

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

C,Atr1*t
REsCHtrIilLE
FOT]-MONPAY I
,:,,.1
I
!

(il
,:
1"1
a
Settin u a meetin
Suggesting a meeting

Eduardo
l Nt i :ffiffi* as soon as possibleto discussyour new contract.

Kate

Suggesting a date, time and place

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

Dear Mr Sato
1:w6tiil#*ffi$l&wld: n::l#i|sr- as you suggested.
eimr.-*:irr,srH**&
i I will be with one of my colleagues,Miss Ashley,our new ProductionManager.
IUq*; $:&wnft*,!${:,**{4@,
Best regards
Ms Sue Winter

Confirming a meeting

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

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

To: all senior managers

From: Rick Lovell, Chief Executive
Date: 20 December

We have a serious problem with the packagingof one of our products.

*,lffiiffiffi l with all senior managers at 2 p.m. this afternoon in my
office. ffi#iiffiffi ir*,!&* * , decide the
actionwe need to take and discusshow to managethe Media.
Pleaseclear your diariesfor the whole of the afternoon.
RL
 Notes
Weneedto setup a meeting... I look lorward to seeingyouagainnext week.
Tosetupa meetingis to arrange
or organise
a It is usual to confirm arrangementsat the
meeting.Otherusefulexpressions for setting end of the message.More informally you
up a meeting: can say:
I'd like to meettomorrow. See you next week.
Weare holdinga meetingat 2 p.m.
Canyouconfirmthemeetingon the21stin
Therewill be a staff meetingtomorrow.
Bonn?
How ahoutnext week sometime? This is useful for confirming or checking
Thisis a usefulinformalexpression arrangements.More informal:
for suggesting a meetingwithoutgivinga ls nextTuesday'smeetingin Bonn stillon?
specificday or time.Youcouldalsosay: Are we still 0K for the 2lst?
Howdoesnextweeklook?
Weneedto finalisearnngementstoday,
Canyoulet me knowyouravailability
Youcan useneedtopointout the importance
nextweek?(moreformal)
of something.
Whatahout Tuesdayat I p.n. . .. Weneedto contacthimimnediately.
This is anotherinformalway of Youneedto checkthe detailscarefully.
suggesting a meeting.Also:
I want to meeturgently ...
HowaboutTuesday at I p.m?
To pointout the urgencyof somethinguse
Moreformalsuggestions are:
vocabularysuchas:
I Are you availableon Tuesdayat I p.m?
We'llhaveto do thisimmediately.
I
CanyoumanageI p.m.on Tuesday?
l Thiswill needimmediateaction.
ls I p.m.on Tuesdayconvenient?
Thisis a prioriU.
... inthe canteen?
Thd parposeof the meetingis to hrief you on the
Otherprepositions to describelocation:
prohlem,...
We'llmeetin my office.
Tobriefsomeoneis to give informationabout
Theconferenceis at CleveHouse.
something.
We'llneet on platformtwo atthe
station.
Bririrft/fncrican dilcrormr
We could have a working lunch. B*tlah ::1:.,, [i16fl;6[ '
Aworkinglunchiswhen you carry cantasn ,:'.:. ,gpt6(t@iql "'
on workingwhileyou are eatinglunch. ;: (also ueedin British
I would he very pleasedto visit you next Engtish)
Tuesday,... lft in my diary. lfs in ny datebooAcabndar.
This is a formal/polite
way of agreeing Note:In AmericanEnglish
to a suggestedmeetingtime. a diary @r journallis a
book in which you write
3 p.m. would be fine with me. ' down the thingsthat
Otherinformalexpressions to show happento you eachday
acceptance or agreement: (alsoin BritishEnglish).
3 p.m.is 0K for me. :",rrlffi$'}iigEg-,an'
'." 'Wa'l!neeton/attr:ack2 at
3 p.m.suitsme. platrorn 2 at he train station.
3 p.m.is fine. the statian.
e
Settin a meeti
Setfingf tlre agenda

Dearall,
Canyouhavea lookat theagenda for Friday's
meetingandlet me knowas soonas possible
if youwantto makeanychanges ;ih, iil# ;#Wffi
iffifor anyreason.
MonthlyReview Meeting- Alrrdr
4 August
Time: 10:00
*ffi,iiiii ConferenceRoom2
l: SP IM JK BH RA
Sffifitr#I$ffi
1 ffiffiWffi
2 ffi}ffi';roding
3 Reviewof 2nd quartersales
4 Salesprojectionsfor nextquarter
5 f,oB
6 S**{;:ngt mq*liog
Thanks
Dan

Ghanging lfre agenda

To: ExecutiveTeam
From: DonWiLtis
Date: 21 October
SubjectAgendaitem change

ffi*tfr*i#r*t tiffi{i{ for this week'ssatesmeeting.As Sharon

Despoiswitl be away,I:i*lii1*: ia ffi#ik$'{ildlr
Wenowhavea stot to discgssCustomerSeMce.Coutdyou a[[ thereforesendyour reportsto Jane
bywednesdav?
ffiliwlrdtsi:ffirt{t*lfi*h*fi$$
ilegotiating changes

Emma
Youaskedmeto presentthecostsfor theCP2modelat tomorrow's meeting.Unfortunately,
ffi
ffiffii' * today,so I amnot ableto access
thefigures.
kl**; W
EW*ti iWe g?
Martine
Finalising arangemente

managers
To all departmental
Canwe meet in my office tomorrow at 8:30a.m?l*t }ffiffi*
#lffifor the staff inductionday on Monday?
we are expectingmore than 25 new employeessoi#*ffit*,* ilmffi:dffi
ffii
Jim Downs
Pleaselet meknowin advanceif youare .. . I havemovedthe lnternational
Strategies
unahletoattend... paperto nert week.
I amunable to attendis a formalwayof ltemson the agendacan be moved.Other
sayingI can'tcome. verbsto usewith agendaare:
ln advancemeansbeforehand. Pleaseadviseif you wantto makeany
amendments to the agenda.
Agenda
Thereis a changeto item3 on the agenda.
An agendausually shows date, time and
Couldyoudtaft an agendafor Fridaybmeeting?
venue as well as all the items for discussion.
Shewill circulate theseto eyeryoneprior to the
Venue:
meeting.
The venueis the placewhere the meeting is held.
Tocirculatepapersis to passpapersaround
Participants: to everyone.
fhe participants
arethe peopleattending
the Priortolsa formal expressionlor before.
me et ing.lt is us ualt o i n c l u d eth e n a m e s o r
... out compatet slstem is down ...
initials of the participants.
Tobe downis an expression which means
Apologies not workingwhen usedfor computers.
The first item on the agenda is usually
ls it possihleto put this on the agendafor
apologiesfrom people who can't attend.
Monday's meeting?
Minutesol lastmeeting Youcouldalsosay:
Theninutes of thepoints
area summary ls thereany chanceof puttingthison the
discussedand agreed at the meeting.The agendafor Monday'smeeting?
chairpersonusually circulatesthe minutes of Wouldit be possiblefo dr.scussthisat Monday's
the last meeting to everyonewho was meeting?
present:
l'd like to run through the final anangements ...
l'm attaching the ninutes of the last meeting.
Torun throughsomethingis to look at the
Here are the minutes of Friday'smeeting.
detailsto makesureyou arefamiliarwith
AOB everything. Youcouldalsosay:
A08 standsfor anyotherbusrness,
Thisis go
Let's throughall the final arrangements.
alwaysthe lastitem on the agendato Letbgo overthe finalarrangements for tomorrow.
discussany otherissues. ... we need to ensurethat everything runs
Dateol nert meeting smoothly.
Note how the articlethe canbe left out when Torunsmoothlyis to workwithoutany problems.
writingin noteform:
(The)Minutesof (the) lastmeeting.
(The)Salesprojectionsfor (the)nextquafter.
Pleasenotethe changeto item2 on flte agenda. .. vgnug
An agendafor a meetinghasitems(subjects) Apalagles pfosentarabse*t' '
whichare discussed. :
Pleasenoteis a formal way to point out A08: OtherN nfinished husiness
changes.Youcouldalsosay: fum tupic
Pleasenotethat item2 on the agendahas etaffinductlan newenptow, orienationday
now changed. dry. ' r.,. :r:,l:: :i..' .i;r'!ri:'ri,rtilt,iitt'.;';1':::;',1.:,
 r.lp
ngfoIla,yy-
frAqm[i
tinutes of a teeting
Minutesof MarketingManagersMeeting
Friday6th April
Conference RoomC
Present: Don Room (Chair),Yu Liang, Martina Lenka,John Dawes,Doris Gonzalez,Jo Dent
A oologies : J am i e J o h n s

i$trlf Completion Date

1
Sales up by 25 per cent.
ito DR. YUMUDG ongoing
2 Marketing Activity
(i) Trip to CzechRepublicMay 13-19.
S{f&CIto team - 24th May 10 a.m. Room C1. ML 24th May
(ii) New brochure ready for distributionon 8th April. JJ 8th April
3 Targets
Targetfor next quarter - aim for 30 per cent increasein sales.
gfuk# ir&rvf,srr wi0r kF to publicise success. DR end April
4 AOB
Congratulationsto marketingteam on excellentperformancethis quarter.
Next Meeting: 13th April 11 a.m. ConferenceRoom C

Suggested amendments

DearDon
&ruiffiffiffi,if**!ffiffiffi** andrealisedthat I'[ be out of the countryagainon the 24th.
for mybriefingto theteam.i*ffi k
if this datesuitsyou?
Sorryaboutthis.
Martina
Gomments
HI
Don,
Sorrylcou|dn,tmaketoday'smeeting.ffi(item2ii);|,vejustheardfromthe
printersthat therehasbeena problemwith the machine,so we'reexpectinga delayof about
three days. Theywill still be readyin time for Martina'strip. fifr****?tffiffitheylook great!
i*fornextquartertoo'We,||haveabusyfewweeks!
Jamie

Tfranks

Don
our performance
this quarter.ffiffi
Everyone hasworkedveryhard.sffiffi! ffiiffi
duringthepastfewweeks.
Liang
 Not
Actionhy I suggestthe2ndJune.
The minutesusuallynamethe personwho This is a formal way of making a suggestion.
will carryout the actionsdiscussed.
A More informally,you could say:
completiondate(dateby whichsomething Whatabout2ndJune?
mustbe done)is alsousuallygiven. Letbchangeitto 2ndJune.
Beview of last quarter'spertormance Canyou pleasesendoutan amendment
to
I Thisis lookingbackat the company's everyone,...
I activitiesduringthe pastthreemonths. An amendmentisa change.
Notealso:
Be.thenew hrochures
...
Previewof nextquarterislookingforward at
Fe.meanswithreference
foandis shortfor
what will happenoverthe nextthree (Seealsotheappendix
regarding. on page95
months.
for common abbreviations.)
All teamsto provide weekly report...
Bytheway,...
Writingin noteform (leavingout verbs,
Herebytheurayisusedto givefurther
articles,etc.)is commonin minutes.
information.lt can also be used to introduce
Brochureto be readyby $thApril.
a new stubject:
CongratuIations to marketing team.
Thefiguresareveryimpressive.Bytheway,
Press0fficer to contactlocalnedia.
whenis th'enextprojectmeeting?
Briefing...
to seeournew salestarget...
I was interested
This is a meetingat which informationor
Notealso:
instructionsaregiven.
It wasinterestingto seeour new sales
Therewill be a briefingmeetingat 2 p.m.
target...
Couldall nanagerspleaseattendthe team
I understandfromthe minutesthat we have
briefingthisafternoon?
a new salestarget...
Scheduleinterviewswith Press...
Thankslor your commenbon ...
Toscheduleistoarrangea date.
Moreformally:
Pleaseschedulethe meetingfor Friday.
I appreciateyourcomments on ...
Canyouschedulethe interuiewsfor nextweek?
I am verygrateful
for your commentson ...
l've just looked at the minutes. ..
I've passedon your congrutulationsto the team.
Justis a usefulway to start a memo or
Topasssomething on meansto give someone
email.Seealso;
a message or information
from someone
l've justreadyourreport.
else.
I've justseenthe latestfigures.
l'll passon yourthanks.
We'll need to reafiange a date ... Couldyou passon the messageto himplease?
Youcouldalsosay:
Thankyoa for all your support...
Canwe seta new date?
Supportmeans help.For example:
Canwe rearrangethe briefingfor next
Yoursupportis greatlyappreciated.
Monday?
Thankyoufor supportingme.
Practice
1 Ghoose a word from the box to complete each sentence.

available manage availability suits suit

-W
Whichis . .b.eSt . . foryou,the14th,1Sthor 16thFebruary?
ExlMpr^E:
a Canyouletmeknowyour. . . nextweek?
b Canyou. . .2 p.m.tomorrow?
c Wouldlfth January .. . you?
d W h e na r eyo u .........?
e That . .. me .

2 Select an appropriate phrase to begin each sentence.

We'llneedto Canyouconfirm Thank

youfor Canyoupasson

letmeknow Whatabout I wouldbeverypleased

l+m-lee*+ng{onliaidPlease

.l atu,,r.
ExlMpTE: youonFriday.
lppking.fgrwar4. . to meeting
1 ... ..cir culatethem eetingnotes.
2 ... . . allyourhelpduring
theproject.
3 .. ...m ycongr atulationstoever yone?
4 ... .'.thedateofthemeeting?
5 ... .....i .. if youwanttomake
anychanges.
6 ... ..r... ..tovisityounextweek.
7 .. . . . meeting
forlunchtomorrow?

Mateh the words with the correct definition.

I to brief1 i Tosendinformation of people.
to a number
\
2 item \ ii Theplace whereaneventtakes place.
3 minutes \iii Togivesomeone theinformationtheyneedto dotheirwork.
4 agenda iv A specified timeduring themeetingwhena specific
subject canbediscussed.
5 participant v Oneofthesubjects to bediscussedat a meeting.
6 venue vi Anofficial writtenrecordofwhatis saidat a meeting.
7 circulate vii Someone whotakespartin a meetingor conference.
I slot viii A listofthesubjectsto bediscussedat a meeting.
 4 Complete the puzzle below and find the keyword.

1 CanI havea copyofthe o\ge\44. . . . before

themeeting?
2 f ' ma f r a ihde'sn o to \ .... . . . onM onday.
I
I 3 H o w m a nPy .... ...w e reattheconfer dnce?
:
I 4 IthinkI'mfree.l'lllookinmy 4
5 meetingnow.We'llhaveto Y
I can'tmakeMonday's
6 We'llneedto makesomer't . to the minutesbeforeI sendthemout.
7 Ca n yo ub .... ...meont h e A me ric a n ma rk e t ?
I Ca nyou takethet41... .... o ft o d a y 'me
s e t in g , J o h n ?
I Sarahcan'tbe heretoday- shesendsher at
a ch a n g e to th e fit.....
1 0 T h e r eb' se e n rst .. ontheagenda.
1 1 S a n dcya, nyo uc.... ...themeeting
notesto please?
ever ybody
g iuveu saq u i cks....
12 P a u l , c a n yo ... ofpr ogr esssofar ?
KEYWORD = ar.

Use the note and diary page below to write a short email to all staff in
the Marketing Department. Write about thirty word$, using the
language and notes in the unit to help you.

ll|| e ssa g e
Hatrrk Date: FviafatY lOfh |taty
For: Piewe From:
Piew€, |he Aefails?
emaril everyorte lo fell theu'r
yore agarrise at rraeetirtg with all ltarvlretrtg star$P' auzt
Carr
uarY
o Dafe - Trresa\arY l4*h Z hot^rs
ury a\iatny *- $te besf Hyqe - well \eezt
o -ripre - look art
hew bvochqve
a €hbiect - to a\isct^ss otrv
o Ve\he - corr€ete\ce roor'^
barc\c Ptor"r fir rsfevataur'
Tha\ks - See yotr whert I gel
6 Gomplete the sentences with a suitable preposition.
Canyouputthis..qh... theagenda
ExIMITE: please?
a The r ew i l lbea Health
andS afety
meet in g . P ie t eG
r o d o y o' sf f ic e . . . . . . . 3 : 1 5
tomorrow.
b ThenextSeniorManagementteam
meeting
will be . 10:00
a.m... . .. . .
WednesdayMay18.
c All agenda
items. themeeting . Monday
26shouldreachme
Thursday22.
d I wantto meet all Department
Heads . the PortValeSitetomorrow. . .
8:00a.m.
e Please
letmeknow. if youwantto makeanychanges.
advance
f I wouldliketo briefyouall . the latestsituation . Germany.
 En lrtes
Some useful phraees.

We arelookingfor a newsupplier.
We areveryinterested in yournewrangeof products.
Pleasesendus a currentpricelist.
Thankyoufor yourinterestin ourproducts.
I haveattached a copyof ourlatestcompanybrochure.
I will sendyoua copyof ournewcatalogue.
on ourwebsite.
Youwill findfurtherinformation
Please havea lookat ourwebsite.
We arehavingproblems
withthenewmachine.
Whatwouldyouadviseusto do?
Whowouldyourecommend?
Sorryto hearaboutyourproblems.
HaveyouthoughtaboutcontactingEFPC?
I canstrongly recommendthem.
It'sa veryreliablecompany.
YoucouldalsocontactUniversalTools.

e
Messae sl
A gendral enquiry

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

DearMr Sambucco
Tt*[H]S0eiftrl}.surh*$s*,klcrw &sn iffiil,i&ffiffi$#*,&,m,byour
colleaguesin Sweden.We offer a wide range of products, all basedon natural materials and
w* bdcffirM buyfng*'!smfr&{NFwg*ffieit*
emailmeyourpostaladdress
Yourylll,r{i$d,Iilrth*rln&rm@ Qa,$ryr,w&&.Please and
lly8l.,r*nili,Ws,*gs#'.rtsxrw*rleggWe havelocalrepresentatives
andI wouldbe
happy to arrange a visit.
I look forward to hearing from you.
Yours sincerely
FrancescaMaurois

A furtlrer request

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

Thankyou for requestinga visit from oneofour representatives.EvaGaveaux,our seniorsales

managerwill be in Italy during the last two weeksof May.Wnil&ii$il*Srhil*ffidrm,
tc,ffiiffi1lf not, perhapsyou couldsuggestsomealternatives.
Looking forward to hearingfrom you.
Francesca Maurois
A coYer note

With compliments
fls vequestea, Please let y,re
Ichowi* you reqtaire arty *uvthev ih*ovqrrtio\.
RegavAs
Fvarrtcescarftarurois
Notes
Pleasesendmea currentprice list,... l'll makesureyoureceiveourcatalogue.
Somecommonphrasesfor requesting l'll postit today.
information:
Manythanksfor yourpromptresponse
...
Canyou(please) sendus information about...
Alternatives:
Couldyou(please)senda listof yourproducts...
Manythanksfor yourquickresponse.
Canyoulet us havemoredetails.
Thanksfor gettingbackto me so quickly.
... somesamples.
We are very interestedin orderingfrom you ...
are examplesof products.
Samples
Noteagainthe useof -ingalterinterested in.
Thankyou for your interest in our products.
WouldMay 24th he a suitahletime to visit you?
Otherresponses to an enquiryor request:
Somealternatives:
Thankyoufor requesting information about...
DoesThursdaysuityou?
Thankyoufor yourenquiryabout...
Whatis the besttimefor you?
Thankyoufor enquiringabout...
WouldMay24thbe 0K?(informal)
Youremail was forwarded to me ...
... I enclosea copy ol our latestcompany
Toforward(Iormal)meansto sendon ot pass
hrochure.
on.Usefulexpressions:
Someusefulphrasesfor covernotes:
I will passon yourmessage.
I haveenclosedthe report.
Yourletter was senton to me.
Thereportis enclosed.
Pleaseforwardthismessageto the appropriate
Herewiththe informationyourequested.
depaftment (tormal)
... we helieve in huying lrom Fairtrade Bririrh/laoricaa frwccr
organisations.
Britirh American
Notethe useof the -ing form after to believe
postaladdress mailingaddress
in, insiston,be interestedin, to be goodat.
Examples: enquiry/inquiry Note;enquiry/inqaryexists
We insiston buyingfromlocalproducers. in AmsricanEnglishbutis
Weare veryinterestedin doingbusinesswith
not oftenused.
yourcompany. catalogue catalog
Thecompanyis goodat dealingwith problems. A conpliments Note:this expression is not
Fairtrade organisations are organisations stip ueedin American English;
omployeeeofrenhave
which literally'tradefairly'by doing
memopadsprintedwith
businessdirectlywith the producersof theirnamestFromthe desk
goods,especially from developingcountries. of JaneDoe)to usefor
Youwill find further inlormation on ou wehsite.
shon notes.
Otherphrasesfor referringto the web: I'll postittoday. l'll'wailittuday.
More detailsare availableon the website. Vfsudfl4thMay WsutdMay24thbe 0K?
Youcan find out moreby loggingon to our be0K? (Pronounced Maytwenty-
website. (Pronounced fourthl
Ourwebsiteaddressis wruw.zp.net.wld th€twenty-fourth
Visitour websiteat ... of May)
... I will send you a copy of our new catalogue. DoesThursday Is Thursday 0K wiilryou?
Responding to a request: suity.w,? {alsousodin BritishEnglish}
l'll sendyou our brochure.
AAesEa
Specilic enquiries

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

Sorry to hear about your problems. l'd like to send one of our engineersto your factory
before offering any advice. He should be with you by 10 a.m. tomorrow. In the meantime,ffi
brqr'*Ct,$lt$*l$iil::ii .diil
As for the parts-:ffie$fi* Wehaveusedthema lot andl can
them.Theirdeliverytimesaregood andthey arevery reliable.Also
stronglyrecommend
yari wf*! li U - their numberis 604934.
Bestregards
Bitl
A request for informafon
trl
yourwebsitewww.eng|ish4.co.uk
Ihavevisited andtll$*il ffit$l f#ffiffill#iiffiffiffi*,ffi
i yourcourses.
about I would a general
liketoattend businessEngliih iouisesiarting inFebruary.
lf youdo notoffera suitable
courseat thistime,pleaserecommend
an alternative.
I studied forfive
English
yearsat schoolandthreeyearsat university.
Bestwishes
J os eS anc hez

Forwarding a requcst

Dear.lose
iiffiiffii ; ji. 5* ,' iit*tf$fii:$general business
English
gdq!i*t.in February.
I haveforwardedyourenquiryto FiltonCollegewhichrunscourses
throughoutthe year.
Bestregards
MilrisaLerte
Prouiding details
E
Dear Jose
ti$ffi#1f$#* I have attached a copy of our brochure ffi ft{*d
,&ffi*e*t*,l*tlfrtW, Pleasecontact me if you have any questions.
Regards
Vera Baxter
Notes
Whatwouldyou adviseus to do? Thankyoufor yourenquiry.
Alternatives: Otherphrases:Thank youforcontactingus.
Whatis youradvice? Thankyoufor yourinterestin ourcompany.
Canyouadviseus? I'n afraidwe donotrunany(...1counses
Doyouhaveanyadvice? Youcan usel'm afraidas an alternativeto
Notethe spelling:verb-s; noun-c. unfortunatelyand I'm sorry:
Also:practiselvl; practice(nl. I'm sorrybut we don'trun any courses.
Youwill also seeadviseusedto meantell,let Unfortunately we don'trun anycourses.
us know inform.Examplesare: With referenceto your enquiry,...
Pleaseadviseus whenyouarrive. The formal phraseWithreferencetois
l'll adviseyouas soonas I know. sometimesshortenedto 8e,and Withref.to
By the way, ... in lessformalcontexts:
This is a usefulinformalphrasefor Re.youremail.
introducinga new topic. Withref. to yourenquiry.
By the way,I will be visitingDCInext week. However,it is morefriendlyto saysimply:
Are there any that you can recommend? Thankyou for yourenquiry.
Otherusesof recommend: Youcan seelurther detailsol our schoolby
Whowouldyourecommend? going to our wehsite.
I canstronglyrecommendGudul. It is helpfulto providesourcesof further
Theyare highlyreconmended. information:
My recommendation is ... 0ur websitehasfurtherdetails.
Werecommend using... Pleaserefer to our brochurefor further
... itb hest notto start the machineagain until information.
he arrives. Letme knowif youneedfurtherdetails.
Youcouldalsowrite:
(Please)dont staftthe machineuntilhe arrives. Brilish/Anruican dlftrurenr
Wedon'trecommendstartingthe machineuntil British American
the engineerarrives. lf you do not If you do not offet an
... have you consideredcontacting Gudul? offer a suitable appropriateprogrcm.
Usethe -ingtorm afterconsider: course.
We consideredbuyingfromRoxo. lstudied... at Note:$cfoolin American
Wehaveconsideredusingthem. school. Englishrefersto all levelsof
... you could contactUnivercalTools... edueation.Wharsdid yougo
Otherwaysto makesuggestions: ta schoal?generallyrefers
Whydon'tyoutry UniversalTools. to tho.highest16\€lyo.u
WhatabouttryingUniversalTools? complated,usuallycollege
or university.Americans
I suggestcontacting...
say collega,even if the
... I would be gnteful if you could sendme they attendis a
instituti.on
further inlormation .. . university.
This is a politephrasefor makingrequests. practise practice
Also:P/easesendme ... (not usedin {for both verb and noun}
Couldyoupleasesendme ... American
English)
,
Practice
Gomplete the sentences with a preposition.
ExIMILE: Manythankr.fp:t yourpromptreply.
a l h a v ep u tso me post.
i n fo rma ti o n .....the
. . . . . buying
b Webelieve fromlocalsuppliers.
n e w su p plier .
c W ea r el o o ki n g .....a
BM
d I h a v e fo rw a rd e d yo u re n q uir ES.
y.....
e Where canwe buyspareparts. . . . . ourmachinery?
. . . . . yournewrangeoffurniture.
f I aminterested
g . . . . . re fe re n ce .....yo u re n quir
I have
y attached
our latestbr ochur e.

Write the correct form of the verb with , -ing or infinitive with
to, in these sentencea.
EglutprE:Weinsiston._b.qyjy,j.. . . (buy)fromlocalproducers.
a Sorry (hear) about allyourproblems.
b lt'sbestnot (start)the
process is ready.
untileveryone
c Mr Roulins
expects (be)in Boston
nextweek.
d Sheplans
. . . . . . (arrive)
earlyintheevening.
e Ourstaffaregoodat (solve)
problems.
f Weareinterested
in . . . . . .{buy}from
Fairtade
organisations.
g Werecommend (use) Gudul.
youfor
h Thank (get)backto mesoquickly.
i Youcanfindfurther by. . . .
details . . {go}toourwebsite.

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

messages in this unit.
ExlMpTE: Youwillfindfurtherinformation onourwebsite.
For fu rther inform ation,. :tgf gr Wgb Si-fg
.t9. .o.h'r.
a I haveposted
yousomeinformation.
is in . ..
Someinformation
b I haveattached
thereport.
Thereportis
c Whatwouldyouadvise?
W h a ti s ..........?
 isstrongly
d EDR recommended
byourcompany.
Ourcompany
strongly
e Youcouldtry closing
thesystem
downfirst.
Whatabout ........?
f we donotarrange
l'mafraid delivery.
l'm. . . . we donotarrange
delivery

4 Which sentence in eaeh pair is the more informal? Tick / the correct
sentence.
a i Further to ourdiscussion thismorning, yourpayment attheendoftheweek.
willarrive tr
i i A sl s a i de a rl i e r,w eg're
o i n g to
p a yyoauttheendof theweek. a
i Please findattached
a copyof ourhandbook. tr
ii l'veattacheda copyof ourhandbook. T
i I havepleasure youthatwe shallhavea standat theexhibition.
in advising tr
ii l'm pleased
to saythatwe aregoingto havea standat the exhibition. tr
i Please contactmeif thereareanyotherproblems. tr
ii Pleasedo nothesitateto contactmeif thereareanyotherproblems. tr
i I amwritingto adviseyouthatour representative
will visityounextmonth. T
will visityounextmonth.
ii Justto letyouknowthatour representative tr
i I havebeenconsidering thatwe shouldacceptit.
the Inkoofferandbelieve tr
ii I thinkwe shouldacceptthe Inkooffer. tr
i Please sendmethereporton Fairtrade. T
ii I wouldbe gratefulif youcouldsendmethe reporton Fairtrade. tr
Match the two patts of the sentencos used in making enquiries.
1 l'd liketo know a somemoreinformation aboutourproducts.
2 Wearehaving problems b to ourbrochure.
3 Wecanrecommend c arranginga suitable
deliverydate.
4 Wearelooking d youcouldsendus moreinformation.
5 l'llsendyou e wherewe canbuyspareparts.
6 Please refer f in London.
a supplier
7 Wewouldliketo arrange g onyourwebsite.
8 We wouldbe gratefulif h for a newsupplier.
9 | couldn'tfindthe information i a visit.
6 Order thc sentences into a response to an enquiry.
Enquiry I
a I haveattached a copyof ourlatestcatalogue. T
b Thank youforyourenquiry U
c Forthemostup-to-date pricesandoffers, T
d Asrequested, T
e lt contains
alltheinformationyouneed tr
f concerning pricesandtermsof delivery. T
g I lookforward fromyousoon.
to hearing tr
h visitourwebsite
atwww.efpc.co.uk. tr
Enquiry 2
a please contactMrJanJuoma. T
b Youasked about ournewrange ofequipment T
c lf youareinterestedin a demonstration, I
d Thank youforyourinterest inourcompany. m
e andI enclose ourbrochure. tr
f I lookforwardto hearing fromyou. T
g Hisemail address is:j.juoma@dry.foo.net. tr
7 Gomplete the sentences with a form of the word in brackets.

a Have youconsidered ... . Johnabout it? (contact)

b l'd beinterested inyour.. . : . . (recommend)
c W h a t i s yo u r .........? (advisel
d Thank youforyour. . (enquirel
e Weneedto finda more . . supplier. (rely)
f Find o u t mo reb y.... ..... o n toour website. (log)
g lhave ...a co p yo fo u rbr ochur e. (attach)
h Yourmessage was. . . to us. (forward)
I with
G}*x#*,rp,,*,Ffr1fq* ms
Some useful phraees.

We wouldliketo ordersomeitemsfromyourcatalogue.
Couldyouplease sendus a quote?
Pleaseconfirmthattheitemsarein stock.
Yourtermsandconditions timeof fourweeks.
statea delivery
Thankyoufor yourorder.
thatalltheitemsyouordered
I confirm arein stock.
Wewilldeliverthemwithinoneweek.
chargefor specialdelivery.
Thereis no additional
Yourusualdiscount applies.
l'm sorrythatwe cannotmeettheagreedschedule.
0ur suppliersarehavingsomeproblems.
I wasverysurprised yourmessage.
to receive
Youpromised wasguaranteed.
usthattheschedule
Thisis veryinconvenient.
We havestillnotreceived
ourorder.
Couldyouletus knowwhatis happening?

f*"''llh.
f NO' THERg'5 l,-)
\ r.,lor*pprrrosnu)
I cun<oe eorz \
lseectr.rl DcLrvaRt
/-r--Y#
 Bequeedlq a quote
trl
DearRona
qe effi whichwill arriveon 24 July.ffi

-f f i
- assemblyof new furniture (seeattachedlist)
- disposalofall packaging
I estimatethat this will be no morethana day'swork for two people.
With thanks
Karim
Placing a first order
trl
DearSir
tlt xradd ||1. to pleco m ordr urtth yrxr for the items listed on page 2 of your catalogue.
Pleaseconfirmas soonas possiblethat theseare all in stock.
ltrur,brnr::lEdeondldom rftm. fllwy,|hCaffi*:{di**W.&.t*in ll*lii|
dkpttch l0orf. t - 3 wttl*r tm rit *r as we needthem urgently?lf there is iffi,ffifflf
cnerge.pleaselet us know.
Yoursfaithfully
JeromeGilbert(Purchasing assistant)

A reply
i tr l
Dear Mr Gilbert
Thank you for your order. ii*M fiffi {dud crf b shct and
that we will deliver the.itemsyithin two weeks.Therewill be no exha chargefor delivery.
With bestregards
Brad Askew
Sale Manager
Placing a Fpeat order
trl
Zhou
How are you? We're pleasedto say that salesof the Alio range have been very good and
a for the following:
Alio 3207=*ffi
Alio 3215=2000pcs
in ordering3 000itemsfromtheAliarangewhichareinffi*ffiffi
l'm alsointerested
frt*Slmi in earlylulyandffiHq:
ffi
Best regards
Alima
Notes
We hayerecentlyorderedsomenew office
luniture...
A more formal phrasefor starting this
message:
Withreference to ourrecentorderfornew
officefurniture...
Couldyou pleasequotefor:
A quoteis anestimate.
Askingfor estimates
of cost:
Couldyougiveusa pricefor ...
Howmuchis it goingto cost?
Pleaselet mehavea writtenquote.
removalof existingfuniture
Notethat itemslistedin a quotationare
usuallywritten in noteform. Articlesfthe,
a/an)areleft out.
We would like to place an order with you .. .
Toplacean order meansto order.Other
verbsusedwith the noun order:
Tochangean order,cancelan order,confirman
order,to orderagain,to re-order
Your terms and conditions state a delivery time
of four weeks.
Termsandconditions includeprice,methodof
payment,deliverytimesetc.
Wouldit be possibleto dispatch items | - 3
within two weeks ...
Todispatchis a formalterm for to send.
We will dispatchyourorderon receiptof
payment. (formal)
We will sendyourorderas soonas we receive
payment. (informal)
... an additionalcharge...
An additionalchargeisan extracharge.
Otherexpressions relatingto charges:
Thereis no charge.
At no extra cost.
Freeof charge.
Itb includedin theprice.
A fixedcharge.(Thepriceis alwaysthe
same.)
I cancorrtirmthatall the itens youorderedare
in stock...
ln stockmeansthat the itemsorderedare
availableand readyto sendout.
The oppositeis: out of stock
Thechairsyouorderedare currentlyout of
stock.Weshouldhavesomenext week.
... we'd like a rcpeatorder...
This meansthat the orderis exactlythe
sameas the previousorder.
4 ilMpcs
Pcsis an abbreviationfor pieces.
/Seepage00 for moreabbreviations)
... yoar lateil catalogue.
Thisis the mostrecent,the mostup-to-date
catalogue.
Could you give us a lirm delivery date ...
Fftmmeansdefinite,fixed.
Deliverydateiswhen goodsshouldarrive.
Thedateof dispatchis the day the goods
leavethe supplier.
Deliverytimeisthe lengthof time between
receivingthe orderand sendingthe goods.
Totakedeliveryof is to receivethe goods.
(Couldlou) coilirm that our usual discount
would apply?
Youcan alsosay:
Pleaseconfirmthat we wouldreceiveour usual
discount.
A discountis a reducedprice:
Whatkindof discountcan youoffer?
Ourusualdiscountis l5 per cent.
:: : l ' 1 : r: l : -r:
ffidlficnnc=er
Brftbh Anrrlcan
quote quffiio{@iflnta
lestimateis also used in
ish English)
Yourcfai$fulty Yaurstu$/sinicerety
TodispatcV Toshif,sendout
despatrlr {elsous€dJnBdtishEngtish)
 with roblems1
Prtoblems wiilr a schedule
EI
Dear Mr Bassos
,limr*m$,:l&k3ry ffir*r$**ild if, :Our usua|supp|ier is
experiencingdifficultiesand has warned us that there is a five-weekwaiting list for delivery
of materials. l'm afraid ffi*;flldtcfulfibdtind:*rttdtle if we cannot find an alternative supplier.
Yours
B r endaHind

A roply

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

Damaged goods

DearMs Hirst
gs#W,l-:i$h. ma*"d*lMl|ififfitllitwHfrf of CD cases.
@r#nk,#fiilffikffi We
havecustomerswaitingforthegoodssoffi'lr*Wlforus.
'ffi*[gFm*$;#*ffiCou|dyouJetusknowwhenwecanexpectthem
to arrive.
Yours
Eliot Banks

A reply

Dear Mr Banks
il.*$@ # Fqf:ynnM*i with our delivery:dluf.@;We havesenta
replacementorder to youfty,iffiffiirIt should be with you before l0 a.m. tomorrow morning.
The samecourier will take awaythe damagedboxes.
It is no excuse,but Offi,. r i**is*,ffiry.last week.Pleaseacceptour apologies
that rngtq{s,llt*llt}.ffiIM
Bestregards
Jan Hirst
Notes
I'm sorry to say that we may not be able to meet ... thisis extremely
inconvenient...
the agreed schedule. Otherphrases:
Notethe use of sorryhere: It was veryinconvenient.
I'm/l wassorryto hearaboutit. It hascausedus a lot of inconvenience.
I'm sorryfthat)we cannotmeetthe schedule. Thisis a greatinconvenience for us.
l'm sorryto tell/informyou that ...
We urgently need replacements.
fn the sentenceto meettheagreedschedule, Otherrequests:
to meetmeansto keepto. Weneedthemimnediately.
... we will lall hehind schedule... We wouldlike a refund.
Otherexpressions: Wewantourmoneyback.
We willbe late. I am very sorry to hear that you had prohlems ...
We will missthe deadline. Thewriterapologises and putsthingsright.
Thegoodswill be delayed. I'm verysorryaboutthis.
I was very surprisedto receive your message. I'm sorry,it wasmy fault.
Noticehow,for the sakeof keepinggood I will sortit out immediately.
relationswith the supplierat this stage,the (ref. F035il
writer usessurprisedratherthan annoyedor Bef.is short tor reference(number)
angry. Seeotherabbreviations on page95.
You assuredus that this schedulewas ... hy couriet
guaranteed... By couriermeansthat the goodswill be sent
Otherphases: quicklyby an expressdeliverycompany.
Youguaranteedthe schedule. By expressmeansby expressdelivery.
Yougaveus yourword that you wouldkeepto By returnmeanssentimmediately after
the schedule. receiptof a letter/order.
Youpromisedus that you couldmeetthe
schedule. . . . our regular packer was on holiday . ..
Otherpossiblereasonswhy the problem
0n Friday lSth March we took delivery ol a happened:
consignment... Thecomputersystemwas down.
Notethat we takedeliveryof goods. Therewas a fire in the building.
Whenthe goodsarrivewe canslgnforthem. Wehavehad a staffshoftage.
0n unpackingthe hoxes,we found ... A lot of staffhavebeenoff sick.
0n unpackingtheboxesmeansas soon as/ ... our seruice was helow our usual standard.
whenwe unpacked the boxes. Belowour usualstandardmeansnot as good
0n openingtheboxes,we saw ... as usual/notup to our usualstandard.
0n readingthe instructions,I noticed...
... that many of the caseswere damaged. Briti#Amr*m ffolw
Somecommoncomplaints! Br*tirh Arrprican
Thegoodsarrivedlate. theagreedschedule theschedulawe
Thegoodsweresentto the wrongaddress. agreedon
anholiday on vacation
apologise ryologize
Dealinwith
Unacceptable service

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

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

tisleading information

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

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

DearMs Ono
With referenceto your complaintre orderno. 376,our qualitycontrolstaffhavetestedall the
goods you sent backto us. fftgil,H*:!ffimfr ffi#l{ll rryf#, p.lnilff 0p** since
they meetall our qualitystandards. However, as,t,g , we will acceptthem as
unwantedgoods and wi|| issue,*llilrli ;aS, 1,f*r1,ffir** t$d$.! :sn*i l
Yourssincerely
Sergioda Silva (Customer service)
Notes
Weare veryunhappywith thelevelol service...
Some strong complaints:
Wewereverydissatisfied with...
Yourlevelof seruiceis unsatisfactory.
Thesedelaysaretotallyunacceptable.
.. . we alwayshaveto wait for sparepar6.
Notethe positionof always,and othertime
expressionssuchas: never,rarely,
often,usuallyetc.in a sentence:
occasionally,
Thesalesdepaftment rarelyanswerthephone.
Thegoodsneverarriveon time.
Weoftenneedto remindyou.
... we have had to shutdown production on
three occasions.
Phrasessuch as on threeoccasions,
every
monthetc.cancomeat the beginningor end
of the sentence:
0n fouroccasionswe havehadto shutdown...
Everymonthwe haveproblems.
Wehaveproblemseverymonth.
I was very softy to hear ahouttheproblemsyou
have experienced.
Lessformal: I wasverysorryto hearaboutthe
problemsyou'vehad.
... the outcome...
An outcomeis the result(of a process).
I do not knowthe outcomeof theinvestigations
yet.
I expect to receive his report hy the end of this
week.
Shouldcan be usedinsteadol expecttoor
hopeto:
I shouldreceivethe reportby Wednesday.
I'm hopingto receiveit by Wednesday.
I shouldhearfromthemtomorrow.
I expectto hearfromthemtomorrow.
We have still notreceived this orden
Problemswith deliveries:
We are still waiting for the delivery.
Thedeliveryis now two dayslate.
Weneedit urgently.
... we apologise ...
for anymisundeffianding
Notethat we apologiseforsomething.
The expressionsWeapologisefor/Please
acceptour apologiesare moreformal than
Wearesorry.Otherformal phasesfor
for ...
apofogising:I sincerelyapologise
My sincereapologies.
We do try...
Do/does are addedfor emphasis, especially
whenthereis disagreement.
Wedo needto improveour seruice.
Thetermsandconditions do state...
I regret that we cannot accept the retum as
faulty goods ...
Note how we use regrettoexpressa polite
rejection:
I regretthat we cannotdeliveron Sundays.
Politebut lessformal:
l'm afraidwe can?accept...
l'm sorrybut we can'tdeliver,..
... a goodwill gesture,...
A goodwillgestureis a friendlyand helpful
actionwhichis goodfor maintaining
businessrelations.
... a credit note.
lf goodsarefaultythey can be returnedto
the supplieranda creditnoteis issued.This
documentinformsthe customerof the
moneyowedfor the faultygoods.
I trust this meels with your approval.
This is a formalexpression. Notealso:
I trustthisis satisfactory.
To be fessformal, use:I hopethishelps.
I hopeyouare happywith this.
n mf Gtr
Brtti$t furlricm
Thesales Iha salesdepaftnentnrely
l@'ng,',: 'Soirtr6rs&a phone.
do,pf,r. r-
rarely'answer Note:AmaricanEnglishtreats
tha phtne. cornp€nyand departmental
nsrnesas singular.
a credit note a creditreteipt/
a uedit slip
Practice
Ghooso the best alternative.
We havestill not takenfleft/teceived
ExAMpf.E: the order.
a We will sendyou a replacement
order/enquiry/seruice.
b Couldyou change/checAforward
the originalmessage
to me.
c usthatthe schedulewas guaranteed.
Youbelieved/assured/said
d Pleaseaccept/make/take
ourapologies.
e Yourorderwill be quoted/damaged/dispatched
on Mondayof nextweek.
f l'm sorrywe can'tmeet/take/findthe
schedule.

Gomplete the sentences with a preposition

I amwritingto complain. *b.qtt\t . the lasttwo ordersyousentus.
ExIMITE:
a We aretryingto keep . . . . the schedule.
b the goodsdidnotarrive.
Unfortunately . . . time.
c Wewouldliketo olaceanorder.. .'.two machines.
d letmeknowifyouhaveany p ro b le ms . . . . . . . . . . t h is .
Pl ea se
e arrive
Thecasesshould . .. . 3 p . m. o nF rid aay t t h ela t e s t .
f We a pologise ....themisun d e rs t a n d in g .
g I amsorrythatwe cannotgiveyoua refund . . . . thisoccasion.
h We arestillwaiting . . . . the delivery
to arrive.
i s e rv ic e y ohua v eg iv e nu s .Ma n y t h a n k s !
We ar everyhappy.r..........the
.'
Match the two parts of the sentences.
1 We needthegoods a meif thereareanyproblems.
2 | wasverysorryto hear b for alltheinconvenience.
3 l'msorrythat c notclearenough.
4 l'marranging d yourletterto our HeadOffice.
5 Pleasephone e urgently.
6 | sincerely
apologise f abouttheproblems youhavehad.
7 | havefonruarded g for an expressdeliveryof yourorder.
8 | hope h I cannotbe morehelpful.
9 the information
Unfortunately was i youarehappywiththis
The eight sentences below are part of a company's response to a letter
of complaint. Gomplete each sentence with a verb from the box.

haveexperienced to discuss to receive havesent

return J.eftlng- will refund apologise

youfor l.gtting. . . usknowaboutthe

Thank
ExltsptE: problems
youhadwiththedelivery.
a Weapologise you. .
forthedifficulties
b Weneed. . . howwe canimprove inthefuture,
ourservice
c lexpect ... a reportfrom
dispatch
departmenttomorrow.
d Thismorning
we . . . youa newconsignment
bynextday
delivery.
e Please . thefaultygoods
to usan(we . . .
thedelivery
cost.
f we. . .
Onceagain, caused.
foranyintonvenience

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

additional definite concerned promise a refund

dissatisfied Jnost*eent- dispatch a discount meet

ExIMITE: youforsending
Thank meyourtatest/.tt195.t.
:r.g9glt . .brochure.
a Wewereveryunhappyl . . aboutthelevelof service
we received.
b Wewillsendl . . yourordertomorrow.
c Thereis noextral . . charge
forthisservice.
d Canyougivemea firnl . . delivery
date?
e C a ny o uo f f eru sare d u cepdri ce l ........?
f Weareveryworriedl . . thatthedelivery
will belate.
g I canassurel . . youthateverything
willbe0K.
h Thegoods
didnotarrivesowewouldlikeourmoney
backl.
i l'mafraidwe cannot
keeptol . . theagreed
schedule.
6 Read tllls letter of complaint from a customer and write a reply.

Dear Sir or Madam

This morning we receiveda consignmentof printers from you (Order no

SN206).On unpackingthe boxes,we noticed that all the printers were
damaged.

Could you pleasearrangeto senda replacementorder as soon as possibleand

arrangeto collect the damagedgoods?Hopefully, we will not haveto pay for
this.

Yours faithfully
Ms JanineDuval

Write a reply of 5O - 60 words to your customer:

. thanking her for her letter
. apologisingfor the problem
o agreeingto replacethe damaged goods today
o offering to collect the damaged goods, at no extra cost

Use the texts and notes in this chapter to help you.

 rt re
Some useful phraees.

Couldyousendmea shortreport?
Thepurpose somenewagents.
of thevisitwasto appoint
Thevisitwasverysuccessful.
Thereis onethingmissing inthe report.
66percentof ourcustomers with ourproducts.
aresatisfied
A thirdof our customers
arenot satisfied.
Spending rosebyI percentlastyear.
Costswentupfrom e 50000peryearto € 76000.
Salesrosesubstantially.
Therewasa sharpfallin sales.
Thedecline competition.
in salesis dueto increased
Profitsrosein the lastquarter.
Whatis yourrecommendation?
We recommend youshouldtry a newsupplier.
We suggestlookingat someothercompanies.
Youneedto follow-upenquirieswithinthreedays.
 information
A rcquest for information

Janet
CsuH you rM: on your recentJapantrip, in preparationfor the next
&ryri,e4p{f I d appreciatethis as soon as possibleplease.
Thanks
Simone

A shoil rtport
i . ,..: :i l

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

Asking for missing information

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

Prouiding firr{lrer information

Cost Analvsis
Exoenditure
.*, i:l]:i;ii,iji:i*riifi*ifi0&i;:t.
r,,,r;,ti,
,1ffii'i.,i.':::,;.:,,,t*:,,:
. posting of catalogues $ 2200
. flights $ 2400
. accommodation $ 3600
;ii ll *l $ 3700
' staffing $ 6 ooo
Total..€lp& $ 28400
.* ftd.- r s 400000
Profit $ 371600
Notes
Couldyou sendmea shortreport... Werecommendyou try a new supplier.
Couldyouis usedto makea request. Wesuggestlookingat a numberof alternatives.
Youcan alsosay: Ourrecommendationis to signthe agreement.
Canyousendme a shortreport?
... a key market...
Pleaseemailme a shortreport.
A keymarketis a very importantmarketfor
... Board meeting. your products.
TheBoardis the groupof Directors who
Just one thing nissing - can you sendme the
managethe company.
costanalysis...
Wehold weeklyBoardmeetings.
Usea dash(-) in an informalmessageto
Themembersof the Boardwill hold a meeting.
add a requestor extrainformation.
Japan Visit Beport Moreformallyyou couldsay:
A formalor informalreporthasa cleartitle Thereis justonethingmissing.
and sub-headings.Theformatvaries Couldyoupleasesendthe costanalysis?
dependingon the purposeof the reportand . exhihition stand E r0 ffi
individualcompanystyle,but usuallyhasthe
Bulletpoints( . ) areoftenusedwhen listing
followingsections:
'l'itle information, figuresetc.to makethe
informationclearer.
Background/lntroduction
Details/Findings . expenses
Actions/Recommendations The moneygivento you by your companyto
Conclusions spendon companybusiness.
The purposeof the visit was to take part in the ... Expenditure
TokyoTechnologyExhihition ... This is the amountof moneyspent.For
The openingsentence of a reportclearlysets example:
the scene: Marketingexpenditurerose thisyear.
Thisreportshows salesfrom2000- 2003. Anticipated Revenue
Financerequesteda repoft on expenditure. Anticipated is what you expectto happen.
2 il)O enquirieswere received ... Saleswerehigherthananticipated.
Usethe passiveto describeactionswithout Revenue is the moneythe businessreceives
sayingwho doesthem.Forexample: from sales.
Severalcomplaintswerereceived. Revenuelastyear exceeded$35K.
Therestaurantwas closedfor two weeks.
200new orderswereplacedtoday. ffiffllmnc!!
We need to follow up customerenquiries Brttish Amerlcan
immediately. exhibitianwnd exhibitisnbooth
Actionsand recommendations oftenuse po&inE8f, nailingaf catelogs
verbs fike need,must,haveto and should: catalogaes
Weneedto supportour agentsoverseas.
... as soonas ASAP{pronounced ay-sap}
We mustmakesurethat we delivertoday.
possible. {Thieabbraviationis also
We mustensureour pricesare competitive. usedin BritishEnglish-
We recommendthat the new agentsshould visit pronounceday-es-ay-pee -
the UK... but would only be usedin
informal'emaiis.)
Whenmakinga recommendation or
you couldalsosay:
suggestion.
Prssenting numbers

Visitor Feedback
&*yn*r ;bd ,fiSiiffiStl to the centre.* ffi jffi&l*i *lj
under sixteen.* 9&:. -@.ofr r#l*iffilffiiil,rf*r:* ,
i&ativt and interesting. $fin$:.@ptresnils W,,S:ffi;ltGffirx h*,0fi,*S fir,,

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

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

Drawing conclurfions

Sally
Can you includethe followingin your productivityreport:

Conclusion
.l# lfH*{A$ This low
moralewas due to the pay cuts that were introduced in March.:lffi$fi;*.i|fr|fi
r**it1x &dfu,r m;#*i#*i*i" i

Jamie
Notes
Thisyearwe hadover25Un visitorc... 0rdersdeclinedlastmonth.
Otherwaysof givingan approximate Numbersdeueasedin July.
number: Slightlyindicates a smallchange.
Wehad morethan25000visitors. Otheradverbsto describethe degreeof
Therewereabout25 000visitorsthisyear. change:
(Aboutcanmeanmorethan or fewerthan Salesfell significantlylastmonth.
25 000./ 0rdersdeclinedsteadilvlastquarter.
Profitswent downdramatically.
A third of the visitorc were children .. .
Athird= 33 per cent .. . sales are higher.
A quarter=25 per cent Whenmakingcomparisons you can use
A half= 50 per cent expressions suchas:
Threequarters=75 per cent Saleswerehigherin Aprilthanin May.
Thismodelis moreexpensivethanthe old one.
Approximately t) per cent of the visitorc said
Chocolateis our mostpopularproduct.
they found the centre informative . ..
product.
Thisis the/eastsuccessful
Youcan expressfiguresas a percentage.
Francehasa 25per centmarketshare. Lastyearb lall in productivity was a direct
40per centof our cars are exported. resultof low morale.
Alternativesto a directresultof:
Most people were happy to pay the entrance fee
It wasa consequence of low morale.
of &1.50.
It was due to low morale.
In BritishEnglishthe decimalpoint is written
Moraleis a mentaland emotionalcondition
as a dot (.).Manyothercountriesusea
of enthusiasm, confidence and loyalty.
comma(,).
Thesepay cufs werc responsiblelor the
... sales went up hy il) per cent, ...
increasein sick leave.
Otherverbsto describean upwardchange:
Afternativesto to be responsiblefor:
Salesroseby 20per cent.
Thepay cutscausedtheincrease...
0rdersincreasedlastmonth.
Thepay cutsresultedin an increase...
Salespeakedin June.
Notethe useof the prepositions byand to in
thesesentences: ffifficum
Consumer spendingrosefty l0 per cent last Britbh Amcrican
year. 75%*threequarters also:I fourth;
Spending increasedfromI per centto l0 per threefourths
cent lastyear. l0l = onehundred also:101= one
...there was a sharpriseof 40per cent... andone hundred one
Otheradjectivesto describea change: centre e*t*0r
Therehasbeena s@ny declinein enquiries. Ld:st'yerdirk'fall
in Lattyearkdrop
Therewas a S[gbtdropin saleslastmonth. productiviry, in praductivity;
Therewas a significantimprovement in orders.
(al*ousedin British
Therewas a dramaticrisein profits. -
*ttrt)
... sales droppedslightly ... ... an increasain sirlk, an intrsasein the
Otherverbsto describea downwardchange: tesve" number of siekdays.
Profitswent down lastyear. lsickleave nst used in {aldr ussdin British
Salesfiellin January. AmericEnEnglieh) . Englistrl
Practice
I Look at tttre company sales report below. Decide in which part of
the report (A - Dl you would find the information 11 -71.

ITCplc SalesReport
A lntroduction

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

C Recommendations

D Conclusion

V Salesworldwide roseby 18percentinthelastquarter.

2 Thisreportshowsthe breakdown of salesduringthe lastyear.
3 Europe stillhasthe largestshareof the market.
4 We needto increase ouradvertisingin theFarEast.
5 Overall,
business wasverygoodlastyearandwe expectthissuccess to continue.
6 Salesin the FarEastfellby3 per cent.
7 We mustappointnewagentsin the FarEast:

2 Underline the correct word to complete this report.

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

due JIJff€€c. recommend recommendation visitors placed

I Introduction
T h e . . . . .? l l l ? g tg ...o fth e re p o rtistoanalysesuccessofour m ar ketinginBr

2 Details
a 25000 theTrade
attended Fairin SaoPaolo.
b 900enquiries
weretaken.
c 150orders
were.

3 Recommendations
a Themain. . . . . . isto appoint
newagents in Brazil.
b Wealso. . . . .. opening anofficein SaoPaolo.
c Weneedto makea decision
bytheendofthemonth.

4 Gonclusion
Theincreasein business
was. . . . to ournewmarketing
strategy.
Brazil
willbea keymarket
forusinthefuture.
4 Find 6 verbs in the square which show an upward or downward
movement.
EHlftPt-E:
decrease

a e c I

z b a e m

o I b e m o

r n d f p b

I c e a s e

s o e I I m

e d p c I b s

m p r o v e
Look tt the graphc below then use the phrases in the box to
complete the report.
Eachparagraph foryou.Decide
hasbeenstarted whichgraph
eachparagraph
describes.
I .... 2

Sales Sales Sales

$ $ $
ta
at t

123 123 23
Year Ysar Year

-ss+eescful- lh€]€ffr improvement w drop

a sharpdecline resulted
in dueto verylow

Threeyearsagoweopened
threenewshops.
A:
Alphaperformed
wellinthefirstyearandsales. .YpS.g. . . . . . significantly.
However,
a change inyear,two
of ftanagement ledto
:
Fortunately,
a newmandger lastyearandtherehasbeena steady
wasappointed
. sincethen.
B
InthefirstyearBNKwas. . th.e. !g.*qt. . . . successful
ofthethreestores. Sales
were. anddidnotimprove muchinthesecond year.Thenwe
redesigned thestoreandthishas. . . . a significant
increase insales.
c
Geowasthemost.5.t+gge5.lf.q!. inyearone.Howevel
ln contrast, sincethen,
saleshavefallen. increased competition
locally.
S a l easr ec o n ti n u i n g to .... ... andwemayhaveto
consider
closingthe
store.
Some uceful phraeee.

Justa quicknoteto saymanythanksfor sortingoutthe problems.

We reallyappreciate youhavedone.
everything
Manycongratulations!
W el l do n e l
Thisis to letyouknowthatI will be leaving
thecompany.
Please comeand visit
me.
It wouldbegreatto seeyou.
I was sorryto hearthatyouareleaving.
I wishyoueverysuccessin thefuture.
Goodnews!
I'vejustreceived
the resultsof the survey.
Theresultsareverygood.
You've donea greatjob!
Haveyouremembered abouttheparty?
We hopeyoucanmakeit.
Thanks me.
for reminding
l'd loveto come.
 Messages1
Appreciation

Jlixilln,{riiiih,irq&,,*owiw.St&for sorting out the problemswith the deliverieslast week.

*-T,h.msUY,*$ ,gict:s{ibw&&ffi.
Look forward to seeingyou in Madrid next month.
All the best

ffit}:t$ttgtffi*albr*re"g*rr:gm&rr. Everyonehere in the Tripoli office has askedme to

sendyou their bestwishes.We'll miss your visits-i*t*!ffi;ffild*,,
With bestregards
Tareq

A personal announcement

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

Sayrng goodbye

Dear Mario
*xt**,ffi!n' ,Wiru$iltffi$ilk&hl@ ffiffi;$**x**[#i***i*W:i

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

Saying lfrank you

,AtiHft*trat$h*,1lr&'during the conference in London last week. lt went really well. We

are planning another event in Dubai in March and we would really appreciateyour help
there. Let me know if you can make it. i
A llt he bes t
Ashia

Responding to tthanks

detailswhen you havethem.

Donna
Notes
Justa quicknoteto saymanythanks... Thanksfor all yourhelp...
Notethe useofTusftoindicatethe startof a Moreformal:
shortmessage: Thankyou verymuchfor everything.
Justto say I havereceivedyourmessage. I am verygratefulfor all youhavedone.
Just to remindyou that l'll be awaynext week. I reallyappreciatedyourhelp.
We really appreciate evefihing you have done. It would he great to see you there.
fo appreciateistovalue.The use of really Somealternative phrases:
makesthe meaningevenstronger. I'd be verypleasedif you couldcome.
I'd be delightedif you couldmakeit.
Many congratulations on your promotion.
I'd be verygladif you couldhelp.
Theuseof manyatthebeginning of the
sentenceaddsa noteof friendliness. Notealso: Goodto hear that the event went so well.
Manythanksfor all your help. Youcanalsowrite:
Manyapologiesfor the delayin sendingthis. It wasgoodto hear...
Notehow wordscan be left out in informal
... stayin touch.
emailstg peoplewe know. Otherexamples:
Usethis whenyou would liketo keepin
Veryhappytohelp= | am very happyto help
contact.Youcan also say:Keepin touch.
Sorryto hearaboutit = | was sorry to hear
I hopewe dont losetouch.
aboutit.
This is to let you know that I will be leaving Lookforwardto hearingfromyou= | look
EFPC... forwardto hearingfrom you
Thisistoletyouknowthat...is a usefulway
to announcethe reasonfor sendingan
&ifirh/Amiean ffswoe
email.Notealso:
Justto let youknowthat ... Bdtbh American
I wassorryto hear I amsorryto hearthat
Pleasecomeand visitme ... thatyou areleaving. youare leaving.
Otherfriendlyinvitationsto visit: Nbte: Americsn
Pleasecomeand seeme whenyouarein Bristol. Engliehoften usesthe
Youare alwayswelcomehere. presenttEnsefor this
Youmustcomeand seeus soon. kind of cxpresgion.
Stayin touch, Kaep
in tuuch,
I was very sorry to hear that you are leaving the (also.usedin British
company. English)
Youcouldalsowrite:
Many congraUlations. fiongratulations,
I was verysad to hear aboutit.
ln written English, Manyisnot usedin
Wewillallmissyou. Manyisaddedhere this way in American
It won'tbe the samewithoutyou. for emphasis. English.
It has beena pleasureworking with you ... lwitlbe leavingEPFC. I an teavingEPFC.
Youcouldalsosay: ... nrynobrtaulmbar (phone}
I havereallyenjoyedworkingwith you. ;;#{:r*
It'sbeengreatworkingwithyou.(moreinformal) I wishyouevery Bestof luckin the
... I wish you every successin the future. succassfor thefuture. future..e,lsousedin
Sendinggoodwishes:
(evelysuccess is not BritishEnglish)
Goodluck in the future. usedin American ll wish ... is not
Goodluck with yournewjob.
Ensrish) 'ou
*"Jnllio.ln,,"n,
Enjoyyourretirement.
 idessases
2
Good news
g

Heli
It rweridl mgrtts:@*rmhd,fu ,i$,ffih of the Iatest customer satisfaction
survey and the resultsare very good. Sdd$rs*il$l*iffilii j ffi,iet*ail( I heardthar
you're coming into the officenextweek.Hopeto seeyou then.
Macy
Replying to good news
donea greatjob! l'll be in the officeon Thursdayso we can
ile#,fffil$ l1[fi*ffF;:You've
go throughthe resultstogether.
Heli
Bad news
{:t

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

Replying to bad news

lal

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

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

Replying to a rominder
Duncan-i*titrfi$Wi*il**$iffi,#about Mona'sretirement.l'm sure shewould really
appreciate somenew golf clubs- but I recommend that you askherwhat shewould like
beforeyou buy themlffi**- is the retirementpartygoingto be in June?iff:*ffi"
lkiffiSil$a**$Gl'll be on holidayfrom June 30.
Bestwishes
Sarah
Notes
to tell you...
I'm pleased l'm sureshe'dwantyouto he there.
Otherwaysto introducegood news: Usel'm surewhenyou believesomethingis
Goodnews!I've justreceivedthe results... true.
I'm happyto tell youthe results. I'm sure I told youabout it.
You'llbe oleasedto knowthatthe resultsare I'm surehe agreedto come.
verygood. I'mnotsureindicatesuncertainty:
... l've justreceivedthe results... I'm not sureif I told you.
Morephrasesfor announcingnews: I'm not surewhois coming.
l've justheardthat... Thankyou for remindingme ...
John hasjusttoldme that ... Note how we use Thankyoufor +ing:
I heardfromJohnthat... Thankyoufor helpitg me.
Didyouknowthat... Thankyoufor sendfugtherepoft.
I thought you'd like to know immediately. Justtocheck...
ft is very commonto use lthoughtorI knew Otherphrasesto checkmeaning:
to announce news: Just checking-
I thoughtyou'd be interestedto hear... CanI justcheck...
I thoughtyoumightnot knowthat... Moreformalwaysto askfor clarification:
I knewyouwantedto knowthe results. Canyouexplainwhatyoumeantby ...
Well done, Macy. l'm sorry,but couldyoupleaseclarify...
An alternativeto Congratulations! lf so, I'd love to come.
Usingthe name(Welldone,Macy) /f so meanslf thisis trueor lf thisis the case.
personalises the congratulations.
I'm sorry to tell you that Georgewill he on sick Briffuh/Amiem frms
leave for two weeks. Britirh Anrerican
lf you wantto say more:
Welldanel Eaadjsbl
He hasbeenunwellfor sometime. (Notussdin
He hasjusthadan operation. American English.)
He hasbrokenhisleg.
t:'tlbe loakingafter t'llbe takingcare
I was really sorry to hear you're not well. hiswork... of hiswork...
Otherexpressions of sympathy: (Alsousedin British
I was sorryto hear thatyouhavebeenill. English,thoughless
I was verysorryto hearabouttheaccident. frequently.)
I wasshockedto hearaboutit. A leavingparty A farewellparty
Getwell soon. l'llbeonhatiday t'ltbeon vacation
An afternative:Hopeyoufeelbettersoon. fran Junefi. staftingJune3A.
Youmay alsoseethis formalalternative: {pronouneed June (pronounced June
Wewish you a speedyrecovery. thethirtieth) thirrieth)
Haveyou rena nhetedthatMonais rctiring in June? He hasjusthadan Hejusthadan
Haveyouremembered that... andJustto operationlHahas aperationJ4e brokshis
remindyouarc politewaysof reminding brokenhisleg. leg.'
someone.Comparewith: I wasreally t'Nt an reallysorry
sorryto
Haveyouforgottenthat ... hear... to hsar...
I hope you can make it.
Equipnent Booking EquifnentReservation
Tomakelt(informal)meansto come/attend. Form Form
I hopeyou can makeit to the meeting.
I hopeyou can makeit on Tuesday.
Practice
Make tlrese statementa more'friendly'. Refer to the messages in
the chapter and the phrases below
ExAMpu:
.Pte+s.e.
9.Q4e.ql{visit.$s,. .
a Havea rest!
Makesure
b Thank you.
Many .
c Sonja hasbroken herarm.
l ' ms o r ryto
....
d Johnis retiring nextmonth.
Justto let . . .
e I willcometo theparty.
t'd ...
f I hopeyoucanattend themeeting
I hopeyoucan
g Hewantssomesportsequipment forhisleaving present.
l'msurehe'd.
h Contact me.
Pl e a se g e ti n . ..
,
Complete the sentences with a form of the word in brackets.
ExAtptE: I havereatty.g!d9Y.<4.. . . . workiniwithyou. (enioyment)
t
a Areyoulookingforvqard to your (retire)
b l ' m o r g a n i si n g a ..... ...for M ona. (collect)
c We really. . allthehelpyouhavegivenus. (appreciation)
d Justto letyouknowaboutLaura's (promote)
e Wewereall . . whenwe heardthenews. (shock)
f you. .
Could exactly
whatis happening? (clarification)
g l h a v e a n i mp o rta n t..... ...tomake! ( announce)
h Many . .Verywelldone! (congratulate)
i l w a s s o rryto h e a ra b o u tyo ur .. ......1e9. (break)
j I hopeyouarefeeling
betterafterthe (operate)
3 Put the sentences below in the correct order.
fromyou.
a to hearing g Weareplanning to arrange
b for helping
to organise
the party.
office h to discuss
this.
c Manythanks i Allthebest
d yourhelpagain. j Lookingforuvard
e lt wasa greatsuccess! k andwewouldreallyappreciate
you
f Could call me I anothereventin December

Hi lattr
s..\^.tly.th*lkl

Cortchitar

4 Match the two parte of the sentences.

1 | wasverysorryto
you
2 Justto remind
3 Weareplanning to organise
4 l'msurethatRosa
5 Shehadto leavethecompany
6 I havedecidedto
7 Good to
8 l'd bedelighted
if
I It has been
a i
a wouldliketo cometo theparty.
b movebackto Dubai.
c hearthateverything wentwell.
d thatFriedais retiring
nextweek.
e hearthatyouhaven't beenwell.
f forpersonalreasons.
g partyforher.
a leaving
h pleasureworking withyou.
youcouldvisitusinthesummer.
5 Gompldte the puzzle below and find the keyword.
1 P I e o\ s e
2 w
3 r
4 a
5 s I
6 t
7 a
I e g

r .PJeaS e..........k eepi nto u c h !

2 Youarevery . . . . . to come
andstaywithus.
3 Haveyou. . thatit isJulie's
birthday
tomorrow?
4 Many .....for allyour help!
5 Wewishyouevery. . . . . inthefuture.
6 |., . . . you'dliketo hearthenewsimmediately.
7 W e r e a l l y. ....allyour help.
8 | wassorryto hearthatyouare . . . thecompany.
K E Y WOR=D P ..

6 Complete the s_entrlnces with a preposition.

EnlrrptE: .Oh
Congratulations . . . yourpromotion.
a l w assorrytohear.. . . . . y o u ra c c id e n t .
b We areverygrateful allyourhelp.
c l ho p eyouarefeeling
better.
Getpl e n t y . . . . . . re s t .
d l go in gtobe. .....holid a y n e x t we e k .
e I'm a fraidK ateis.... . . s ic k le a v e .
f Wholooks. . . . . . Kate'sworkwhensheis away?
g l'll be back Seeyouthen.
Friday?
h Tha n kyou.. ....remin d in g me .
Glossary
I TheBasics
Beginnings andendings Yourlanguage
HiKim
Howareyou?
l'mfinalising
thedetails oftheLeadership
Course.
Bestregards
Nochanges needed. (Nochanges areneeded).
DearMsNovotna - Yours
sincerely
I wouldliketo inviteyouto visitus.
I lookforwardto meeting youagain.
DearSir/Madam - Yoursfaithfully
Thisisto confirm thatyourcurrent policy
coversyou.

Basiclayout
Itwasgoodto meetyouattheseminar in Paris.
I wouldliketo arrange a meetingwithyou.
Wehavemanynewproducts thatwillinterest
you.
Could youletmeknowif youareavailable on
June5thor6th?
I lookforward fromyousoon.
to hearing
Please notethatourKorean agentwillbe
visiting thecompany nextFriday21June.
Please confirm thatyoucanattend.
D e aar l l ,
l'veattached a copyofthemenu fortheannual
dinner.
Laurent, please canyoumake thearrangements
forthemusic?
 MakingGontact
Messages1 Yourlanguage
I have your-advertisement
seen onyourweb
page.
I wouldliketo applyforthepost.
I amcurrently working asa MarketingAssistant.
I workfora publishing company inLondon.
Thank youforyouremail.
I ampleased to attachouronlineapplication
form.
I lookforward to yourreply.
I enclosemyCVasrequested.
Please letmeknowif youhaveanyqueries.
I apologisefornotsending thisearlier.
Please callmeonmymobile.

Messages2
Wearewriting to inviteyouto a conference.
Please takea lookat ourwebsite.
I amsending theschedule forthe
forthcoming conference.
Wewouldliketo attend theconference.
Wehavereserved a standforyou.
Could youplease sendusa $umgary ofyour
company bytheendofttteweek?
Weareanestablished company intheUK.
Weprovide training forthemanufacturing
andservice industries.
Wearehappy to provide on-sitetraining.
Wecanprovide trainingatvenues intheUK.

3 Arrangements
Arranging
a visit
Wewouldbeverypleased
ifyoucould
visit
0urcompany.
Pleaselet us knowyouravailability.
Thankyoufor the invitation
to visityourcompany.
 Yourlanguage
I lookforwardto yourconfirmation.
Justto confirmyourvisitto us nextFriday.
SeeyouFriday.
I amattaching
a mapwith directions
to our
facility.
Followthe
roadaround
to themainreception.
Doyouknowwhenyouareplanning to arrive
yet?

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

Takingandforwardingmessages
l'msorry| wasn'tfreeto speak.
I triedto callyoubackthisafternoon.
Thenumber wasengaged.
JaneBaxter hasbeendelayed inShanghai.
Canyougiveherapologies, please?
Therearestillsomedetails to sortout.
Canhecallhertonight, please?
l'vejustreceived thedraftitineraryforSweden
fromHelen.
Havea lookat it.
Thanks forthis,Stefan.
 Yourlanguage
Let'ssay10a.m.in myoffice.
I shallbe awayfromthe officeuntil22July.

4 Meetings
(11
upa meeting
Setting
Weneedto setupa meeting.
Howaboutnextweeksometime?
WhataboutTuesday at 1 p.m.inthecanteen?
Wecouldhavea working lunch.
I wouldbeverypleased to visityounextTuesday.
3 p.m.would befinewithme.
I lookforwardto seeingyouagainnextweek.
Canyouconfirm themeeting on2lstin Bonn?
Weneedto finalise arrangements today.
I wantto meeturgently.
Thepurpose ofthemeeting isto briefyouonthe
meeting.
Please clearyourdiaries.

Settingup a meeting{21
Please letmeknowinadvance if youareunable
to attend.
Agenda/Ven ue/Pa rticipants/Apo,logies
l'veattached theminutes gfthelastmeeting.
A0B/Date of nextmeeting
Please notethechange to item2 ontheagenda.
l'vemoved theInternational Strategiespaperto
nextweek.
We'llneedto circulate theagenda priortothe
meeting.
Ourcomputer system is down.
ls it possibleto putthisontheagenda for
Monday's meeting?
l'd liketo runthrough thefinalarrangements.
Weneedto ensure thateverything runssmoothly.
 Yourlanguage
Meeting
follow-up
oflastquarter's
Review performance
All teamsto provideweeklyreport.
Schedule
interviews
withthe Press.
A0B= anyotherbusiness
l'vejustlookedat the minutes.
We'llneedto rearrange
a date.
I suggestthe
2ndJune.
Canyouplease sendoutanamendmentto
everyone?
Re.thenewbrochures
Bytheway,I wasinterested
to seeournew
salestarget.
Thanksforyourcommentsonourperformance.
l'vepassedonyourcongratulations
to theteam.
Thankyouforallyoursupport.

5 Enquiries
Messages
1
Please
send price
mea current list.
Could youincludesomesamples?
Thank youforyourinterestinourproducts.
Youremailwasfonruarded to me.
Webelieve in buying
fromFairtrade
organisations.
Youwillfindfurtherinformationonourwebsite.
I willsendyoua copyofournewcatalogue.
Manythanks foryourprompt response.
Weareveryinterested fromyou.
in ordering
WouldMay24thbea suitable timeto visityou?
I enclosea copyofourlatest company brochure.

Message2
Whatwouldyouadvise usto do?
Arethereanysuppliers thatyourecommend?
It'sbestnotto startthemachineagainuntilthe
engineerarrives.
 Your
language
Haveyouconsidered
contacting
Gudul?
Youcouldconta,ct Tools.
Universal
I wouldbegrateful
if youcouldsendmefurther
information.
Thankyouforyourenquiry.
l'mafraidwe do notrunanygeneralcourses.
yourenquiry
I haveforuvarded to FiltonCollege.
to yourenquiry.
Withreference
Youcanseefurtherdetails
of ourschoolby
goingto ourwebsite.

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

(11
withproblems
Dealing
l'm sorryto saythatwe maynotbe ableto meet
t heag r e e sch
d edule.
I'mafraid
wewillfallbehind
schedule.
Yourlanguage
I wasverysurprised yourmessage.
to receive
Youassured usthatthisschedulewas
guaranteed.
0n Friday13thMarchwetookdelivery of a
consignment ofCDcases.
0n unpacking theboxes, wefoundthatmanyof
thecases weredamaged.
Thisis extremelyinconvenient
forus.
Weurgently needreplacements.
I amverysorrytohearthatyou hadproblems
withourdelivery.
Wehavesenta replacement bycourier.
Ourregular packer wasonholiday.
Ourservice wasbelowourusual standard.

Dealingwith problems (21

Weareveryunhappy withthelevelofservice
youhavegivenusthisyear.
Wealways haveto waitforspareparts.
Wehavehadto shutdownproduction onthree
occasions.
I wasverysorryto hearabout theproblemsyou
haveexperienced.
Weshould meetassoonasI hearthe outcome.
I expect to receive
hisreportbytheendofthis
week.
Wehavestillnotreceived thisorder.
Weapologise foranymisunderstanding.
Wedotryto keepourwebsite up-to-date.
I regretthatwe cannot accept thereturnas
faultygoods.
Asa goodwill gesture,
wewillissuea creditnote.
I trustthismeetswithyourapproval.
7 Shortreports
infomation
Providing Yourlanguage
yousendme
Could a shortreport?
WeholdweeklyBoardmeetings.
Thepurpose ofthevisitwastotakepartinthe
Exhibition.
werereceived.
2 000enquiries
Weneedto followupcustomer enquiries
immediately.
Werecommend thatthenewagents shouldvisit
theuK.
Justonethingmissing - canyousendmethe
costanalysis?
Exhibition
stand
Expenses/Expenditure/Antic
ipated
Revenue

Focuson FactsandFigures
Thisyearwe hadover25000visitors.
A thirdofthevisitors werechildrenundersixteen.
Approximately 90percentofthevisitorssaid
theyfoundtheCentre informative.
Mostpeople werehappy to paytheentrance
feeof$ii1.50.
Sales wentupby30percent.t'
Therewasa sharpriseof40percent.
Salesdropped by2 percent.
slightly
Compared withlastquarter,salesarehigher.
Lastyear's fallin productivity
wasa direct
resultof lowmorale.
These paycutswereresponsible forthe
increase insickleave.

Personal
messages
Messages 1
Justa quick
noteto saymany
thanks.
We reallyappreciate youhavedone.
everything
Manycongratulationsonyourpromotion.
 Yourlanguage
Stayintouch.
Thisisto letyouknowthatI willbeleaving
EFPC.
Please comeandvisitme.
I wasverysorryto hearthatyouareleaving
thecompany.
It hasbeena pleasureworkingwithyou.
I wishyoueverysuccess inthefuture.
Thanks forallyourhelp.
Itwouldbegreatto seeyouthere.
Good to hearthattheeventwentsowell.

Messages2
l'mpleased totellyouthatl'vejustreceived
theresults.
I thought you'dliketo knowimmediately.
Welldone, Macy.
I'msorrytotellyouthatGeorge willbeonsick
leavefortwoweeks.
I wasreallysorryto hearthatyou'renotwell.
Getwellsoon.
Haveyouremembered thatMonais retiring
inJune?
We'dliketo organise a collection
forher.
I hopeyoucanmakeit.
l'msureshe'dwantyouto bethere.
Thank youforreminding me.
Justto check - isthepartyinJune?
lf so,I'dloveto come.
Answers
1 TheBasics
1 a- i, U- [ c-ii, d-i, e-ii
2 a i bii ci dii eii fi
3 a to ba t cto dfor eon,at fon gat hfor
4 a check b receiving c meeting d visiting e know f g o
g writing h confirm
5 1e 2f 3b 4c 5h 6g 7d 8a
6 An informalmessage
1c 2 d 3a 49 5f 6b 7h 8e
A formalmemo
1b 2d 3 a 4c 5h 6g 7f 8e
7 Memorandum

To: AllStaff
From: (yourname)HumanResourcesManager
Date: (today'sdate)
Subiect HealthandSafetyConferqnce
I wouldliketo inviteyouallto attenda conference on July22,at g a.m.
in the BoardRoom. Therewill be a buffetlunchat midday.
Pleaseconfirmthatyoucanattend.
lfyou haveanyqueriespleasedo nothesitate to contactmeon extension345.

MakingGontact
I aa s b for cat.das;eby f on ga t h in
2 liii 2v 3 ii 4i5vi .6iv
3 a o n - site br ange cproducer dserv ic e e s u mma ry f q u e s t io n n a ire
4 1d 29 3a 4e 5b 6c 7I
5 D ea rCo lleague
2 We arewritingto informyou
5 thatwe areorganising a conference in NewYork
7 at the endof the month.
6 We wouldliketo invite
8 yourorganisation to attend.
1 Please takea lookat ourwebsiteat www.conzfi.co.kr
4 whereyouwill findfull detailsof the conference.
3 Pleasedo nothesitate to contactus
9 if yourequireanyfurtherinformation.
Yourssincerely
Jeongmi Seo
 6 1b 2c 3d 4a
7 TheCustomeris alwaysright
JohnSmith
projector,
Laptop, video
4thoctober
Room
Conference B

3 Arrangements
1 a confirm single 22ndJuly
b pleased nextweek stay
c office contact queries
d invitation August attend
2 1e 2a 3i 4b 5c 6d 7f 8g th
3 lb 2a 3f 4c 5d 6e
4 a along;on b in;at c at;at d from/tofor e foro f on;to
5 a correct b notnecessaryc correct d notnecessarye incorrect-for
- at
f correct g incorrect- away h incorrect
6 Marketing
ToattendAgentsWorkshoP
1 7 thJun e11:45
Air France
Creditcard

4 Meetings
I b ma n a g ecsu i t d availableesuits
a a v a i l a b i l i ty
2 1 We'llneedto
2 Thank youfor
3 Canyoupasson
4 Canyouconfirm
5 Please letmeknow
6 | wouldbeverypleased
7 Whatabout
3 liii 2 v 3 vi 4 vi i i S vi i 6 i i 7i 8iv
 1 agenda
2 availablo
3 participants
4 diary
5 reschedule
6 amendments
7 brief
8 minutes
9 apologies
10 item
1l circulate
12 summary
KEYW0RD = availability
5 Example
answer
Toall MarketingStaff
Therewill be a meetingon Tuesday l4th in the Conference
Roomfrom14:00
to 16:(X)
to discussthe new
brochure.Pleaselet meknowin advanceif youare unableto attend.
Lookingfonrvard to seeingyouall nextweek.
Pierre

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

5 Enquiries
I a in b in c for d to e for f in g With;to
2 a to hear b to start c to be d to arrive e solving f buying g using
h getting i going
a Someinformation is inthqpost.
b Thereportis attached.;.
c Whatisyouradvice?
d 0urcompany strongly recommendsEDR.
e Whataboutclosing downthesystem first?
f l'msorrybutwe donotarrange delivery.
4 aii bii ci i di eii fi i gi
5 1 e 2 c 3 f 4 h 5 a 6 b 7 i 8 d 99
6 Enquiry
1
1b 2d 3a 4e 5f 6c 7h 8g
Enquiry
2
1d 2b 3e 4c 5a 6g 7t
a contacting b recommendationc advice d enquiry
g
e reliable f logging attached h foruvarded
 dealingwith problems
6 Orderc,
1 a order b forward c assured d accept e dispatched f meet
2 ato b on cfo r d w i th eby f for g on h for i with
3 1 e 2f 3 h 4 g 5 a 6 b 7 d I i 9 c
4 a haveexperiencedb to discuss c to receive d havesent
willrefund f apologise
e return,
a dissatisfied b dispatch c additional d definite e a discount
f co n ce r ned gpromise harefun d i meet

DearMsDuval
Thank youforyourletter.
I wasverysorryto hearthatyouhadproblems withourconsignmentof printers.
Wehavesenta replacement orderto youtodaybycourier.
Thesamecourier willtakeawaythe
damaged printers,
at noe)dracost. : -
I trustthismeetswithyourapproval. ' .
Please acceptourapologies.

Yourssincerely
(Signyourname)
(Printyourname)

7 ShortReports
A 2 Thisreportshowsthebreakdown thelastyear.
ofsalesduring
B 1 Salesworldwiderosebyl8 percentinthelastquarter.
3 Europestill
hasthelargest
shareofthemarket.
6 Sales by3 percent.
intheFarEastfell
C 4 Weneedto increase ouradvertising
intheFarEast.
7 Wemustappoint newagents intheFarEast.
wasverygoodlastyearandwe expect
business
D 5 0verall, to continue.
thissuccess
a steady b sharp c dueto d in e increase f competitive
g investing h Overall i higher
1 purpose
2 a v i s i t o rs cp l a ce d
3 a recommendation b recommenddue
4 due
 a d, e c I i n ,./e-

z pba en I

o sib

r q n d
TZm op b
"/l'l
I nG,r' f ,/ e l al s e
'l I I
s O ,/C ol e lll I m
e
,/ // ttl
2 /d UcUb s
.
d tm

5A rose a sharpdecline improvement (Graph2)

B theleast verylow resulted
in (Graph3)
c successfuldueto drop ( Gr aph
1)

Personal
messages
I a Makesureyougetplentyof rest.
b Manythanks
c I'msorryto hearthatSonjahasbrokenherarrn
d Justto letyouknowthatJohnis retiringnextmonth.
e l'd loveto cometo the party.
f I hopeyoucanmakeitto themeeting.
g l'm surehe'dreallyappreciate/like hisleavingpresent.
somesportsequipmentfor
h Please getintouch (withme).
2 a r e ti r em e ntbcollection cappreciat ed p ro mo t io ne s h o c k e d f c la rif y
g announcement h congratulations
i broken f operation
3 Hi la n
c Manythanks
b for helpingto organisetheparty
e lt wasa greatsuccess!
g We areplanning to arrange
I anothereventin December
k andwe wouldreallyappreciate
d yourhelpagain.
yo ucallme
f Co u ld
h to discussthis.
 j Lookingforward
fromyou.
a to hearing
i Allthebest
Conchita
4 1e 2d39 4 a 5 f 6 b 7 c 8i9h
5 1 please
2 welcome
3 remembered
4 thanks
5 success
6 thought
7 appreciate
8 leaving
KEVWoRD = pleasure
a a b o u t bfo r co f d o n e o n fafter gon ".hfor".
1
Punctuation
Emails are often written very quickly, and rules of punctuation are not
always follo{red. However, corect use of punctuation makes the
message clearer. Some examples:

An apostrophe (contractionI
l'll sendyouthereportas soonas possible.
1 1 '11tw=i l l )
(possessive)
An apostrophe
John'sschedule.
Brackets
Tel:{01423}
187900
A colon
Wewill needthefollowing:
50chairs
5 desks
1 digitalproiector
A comma
Thenewdirector,
FredCuplet,
will be inthe officet0m0rrow.
A dash
Saleh- canyoucallmetomorrow.
A dot
Thewebaddress
is efpc.co.u(info
An exclamationmark
Welldoneeveryone!
A fullstop
l'lltry andcallyout0m0rrow
at 3 p.m.
A hyphen
l'd preferto havea right-hand
drivecar.
0uotationmarks
Mayumisaidshewas"pleased"
withtheresults.
A questionmark
Havewe forgotten
anything?
A semi-colon
Businessis goingwell;we haveincreased
salesby20percent.
A slash
Thewebaddress
is efpc.co.uldinfo
Dates and tlmes
Dates
Thereareseveral waysto writethedate:
I havebeenworkingasa Marketing Managersince16July2002.
ThecontractwassignedonMarch302Wl.
Production of theCP4modelstartedon l.0.07.01.
Toniwill retireon23rdNovember 2002.
Seeyouat2 p.m.on Thursday 3 Sept.
Whenyouwritethedate,youcanleaveoutthelettersl-st -nd,-rd,4hlthatfollowthe
number, butyoualwayssayfirst,second, third,fourthefc.whether youwriteit or not:
3 July 2001- thethirdof July, two thousand and one, or Julythe fwothousand
third, andone
3lst December - thethirty-first of December
Youcanwritethedatecompletely infigures10.07.03, buttomakesurethereis no
misunderstanding it is betterto writeit infull lfth July2003 or Julylhth2M3
Gommon Expressions of Time
For
Wehavebeenexporting to Brazilforthreeyears.
I havebeentryingto contactyoufor twodays.
to a periodof time, showinghow long somethinghas lasted.i
(Forrelers
Since
I havebeenwaitingsincethebeginningofAugustfor a reply.
We'vebeensupplying thesematerialssince2U)2.
(sincegivesthe startingpointof actionscontinuingup to the present./
Ago
threedaysago.
I lefta message
manyyearsago.
I visitedHamburg
/Agoshowswhen a pastactionstartedbut not by giving actualdates./
Last
meetingyoulastweek.
I enjoyed
Theconferencelastyearwasa greatsuccess.
Nert
I lookforwardto seeingyounextMonday.
Thegoodswillbereadyfor deliverynextweek.
Until
I willbeat theofficeuntilI p.m.tonight.
l'mgoingto staywiththecompany untilSeptemher.
Prepositions of Time
ln
Canyou confirm.adeliverydatein July?
I left the companyin 2003.
ln (the)summer,saleswent up substantially.
John Smithis retiring in 2007.
At
Are youavailableat 2 o'clocktomorrow?
Thecompanywill be closedat Christmas.
Theofficeis openatthe weekend.
0n
I look forwardto meetingyouon Tuesday.
We will deliverthe goodson Friday17May.
By
Thecasesshouldarriveby Monday.
Theminuteswill be readyby Tuesdaylunchtime.
(Byrefersto a deadline/
From
Therewill be a meetingin the conferenceroomfrom2 to 5 p.m.
Iwas in Berlinfrom4th to &thJuly.

BTtr|r'{moryn ffirurmr
Britiah American
Jutythe
third,
twothousand
andoee |il";ffil, thousand
one
(lfth JulyZNE)
10/07/03 (0ctober7thZffEl
tW7/03
" HOTE:AmbricanEnglishstyleis month/day/year
Thecampany
willbeclosedatDhristinas. Thecornpany willbe clasedon Christnas.
NOTE:In the USonlytlecember 25this a holiday
ib'|'nsef'
:il* :ilillffitr:H;rtr;?s
Theofficeis openat theweekend. The officeis apenon theweeketncl.
Abbrevlatlons
Some common abbreviations used in emails.

a.m. beforemidday (antemeridieml,e.9.9:00 a.m.

approx. approximately
ASAP assoonaspossible
Attn Fortheattention of
cc copyto
c0. c0mpany
CV curriculum vitae
dept. department
e.g. for example (exempliigratia)
ETA estimated timeof arrival
etc. et cetera
FAO Fortheattention of (FAOis notusedinAmericanEnglish)
FYI Foryourinformation
govt. government
i.e. thatis (id est)
lnc. Incorporated
Ltd Limited
N . B. Please note(Notabene)
pcs pieces
p.m. aftermidday (postmeridiem)
pp* onbehalfof (perpro)
PS Postscript
qty quantity
re. regarding
ref. reference
RSVP Pfease replvfi1pondez s'ilvousplait)
tba to beadvised/to beagreed
tbc to beconfirmed

* ppis notusedinAmerican Whenyousigna document

English. onbehalf person,
ofanother
youcanwritetheperson's byyourinitials.
namefollowed