Phrase bank index

Basics 74
Arrangements 76
Writing styles 77
Commercial 78
Complaints and apologies 81
Personal 82
Reports 84
Basics
Formal/Neutral Informal

Name D e a r Mr/Mrs/Ms Dupuis Hi/Hello Mary

Dear Mary Mary, . . . (or no n a m e at all)

Previous contact T h a n k you for your e m a i l o f . . . T h a n k s for y o u r e m a i l .

F u r t h e r t o your last email, . . . R e your e m a i l , . . .
1 apologise for n o t g e t t i n g in S o r r y I h a v e n ' t w r i t t e n for ages,
c o n t a c t w i t h you before n o w . b u t I ' v e b e e n really busy.

R e a s o n for writing I a m writing in c o n n e c t i o n w i t h . . . just a short note a b o u t . . .

I a m writing w i t h regard t o . . . I ' m writing a b o u t . . .
I n reply t o your email, h e r e a r e . . . H e r e ' s t h e . . . you w a n t e d .
Your n a m e was g i v e n t o m e by . . . I g o t your n a m e from . . .
W e would like t o p o i n t o u t t h a t . . . Please n o t e t h a t . . .

Giving information I'm writing to let you k n o w t h a t . . . Just a n o t e t o say . . .

W e are able t o c o n f i r m t h a t . . . W e can confirm t h a t . . .
I a m d e l i g h t e d to tell you t h a t . . . G o o d news!
W e regret to i n f o r m you t h a t . . . Unfortunately, ...

Attachments Please find a t t a c h e d my report. I've attached . . .

I'm sending you . . . as a p d f file. H e r e is t h e . . . you w a n t e d .

Asking for information C o u l d you give m e s o m e i n f o r m a t i o n a b o u t . . . C a n you t e l l m e a little m o r e a b o u t . . .

I would like t o k n o w . . . I'd like t o k n o w . . .
I'm i n t e r e s t e d in receiving/finding o u t . . . Please send m e . . .

Requests I'd b e grateful if you c o u l d . . . P l e a s e c o u l d you . . .

I w o n d e r if you c o u l d . . . C o u l d you . . . ?
D o you t h i n k I c o u l d h a v e . . . ? C a n I have ... ?
T h a n k you in a d v a n c e for your h e l p in this m a t t e r . I'd a p p r e c i a t e your h e l p o n this.

Promising action I will . . . I'll . . .

I'll investigate t h e matter. I'll l o o k i n t o it.
I will c o n t a c t you again shortly. I'll get b a c k to you s o o n .

Offering help W o u l d you like m e to . . . ? D o you w a n t m e t o . . . ?

If you wish, I would b e happy t o . . . Shall I . . . ?
L e t m e k n o w w h e t h e r you w o u l d like m e t o . . . L e t m e k n o w if you'd like m e to . . .

Final comments T h a n k you for your h e l p . T h a n k s a g a i n for . . .

D o n o t h e s i t a t e to c o n t a c t us a g a i n if you L e t m e k n o w if you n e e d a n y t h i n g
require any further i n f o r m a t i o n . else.
Please feel free t o c o n t a c t m e if you h a v e Just give m e a c a l l if you h a v e
any questions. M y d i r e c t l i n e is . . . a n y q u e s t i o n s . M y n u m b e r is . . .

Close I a m looking forward t o . . . ( + -ing) L o o k i n g forward t o . . . ( + -ing)

G i v e my regards to . . . B e s t wishes t o . . .
Best wishes S p e a k to/See you s o o n .
Regards Bye ( f o r now)/AlI t h e best
Negotiating a project
A s k i n g for information
Requests
Emphasising a main point
A s k i n g for a suggestion
M a k i n g a suggestion
Negotiating: being firm
Negotiating: being flexible
Negotiating: agreeing
N e x t steps
Closing
Checking understanding
Technical problems
A s k i n g for clarification
G i v i n g clarification
Close
W h a t are your usual c h a r g e s (fees/rates) f o r . . . ?
C a n you give m e s o m e m o r e i n f o r m a t i o n a b o u t .
D o you t h i n k you c o u l d . . . ?
W o u l d you be able t o . . . ?
M y m a i n c o n c e r n a t this stage is . . .
T h e m a i n t h i n g for m e is
H o w d o you t h i n k w e should d e a l w i t h this?
W h a t d o you t h i n k is t h e best way forward?
W h y d o n ' t you . . . ?
W h a t a b o u t if we . . . ?
I understand w h a t you're saying a b o u t . . . (but...)
I c a n s e e w h a t you're saying, b u t . . -
W e would b e prepared t o . . . ( i f . . . )
I a m willing t o . . . ( i f . . . )
Okay, I ' m happy w i t h t h a t for now.
T h a t ' s fine.
I'll b e in t o u c h a g a i n s o o n w i t h m o r e details.
Let's t a l k n e x t w e e k a n d see h o w t h i n g s are g o i n g .
I l o o k forward t o w o r k i n g w i t h y o u .
I ' m sorry t h a t we c o u l d n ' t use your services this t i m e , but 1 h o p e t h e r e will b e a n o t h e r
opportunity.
Did you get my last message s e n t o n . . . ?
Sorry, you forgot to a t t a c h t h e file. C a n you send it again?
I got your e m a i l , but 1 c a n ' t o p e n t h e a t t a c h m e n t .
Did you m e a n t o send this? I d o n ' t w a n t to o p e n it in c a s e it's g o t a virus.
I'm n o t sure w h a t you m e a n by . . . ? C o u l d you clarify?
W h i c h . . . do you m e a n ?
I d o n ' t understand this p o i n t . C a n you e x p l a i n in a little m o r e d e t a i l ?
A r e you sure a b o u t t h a t ?
Sorry, w h a t I m e a n t was . . . , n o t . .
I t h o u g h t . . . , but 1 m a y b e wrong.
I'll c h e c k a n d get b a c k to you.
T h e c o r r e c t i n f o r m a t i o n is g i v e n below. Please a m e n d your records a c c o r d i n g l y .
Sorry, forget my last e m a i l . You're right.
I h o p e this clarifies t h e s i t u a t i o n .
G e t b a c k t o m e if there's a n y t h i n g else.
Arrangements
Meetings
Formal/Neutral
R e a s o n for writing I ' m writing to arrange a time for our m e e t i n g .
W h a t t i m e would b e c o n v e n i e n t for you?
S u g g e s t i n g time/place C o u l d we m e e t o n ( d a y ) in ( t h e m o r n i n g e t c . )
at ( t i m e ) ?
S a y i n g w h e n y o u are/ I would b e able t o a t t e n d t h e m e e t i n g o n
are not free Thursday morning.
I ' m o u t o f t h e office u n t i l 2 p m .
A n y t i m e after t h a t would b e fine.
I ' m afraid I c a n ' t m a n a g e n e x t M o n d a y .
Confirming I'd like t o c o n f i r m . . .
T h a t ' s fine. I will call/email you t o m o r r o w
t o c o n f i r m t h e details.
Changing arrangements T h i s is to let you k n o w t h a t I will n o t b e able
to attend the meeting n e x t Thursday.
I w o n d e r if we c o u l d m o v e it t o . . . ?
I apologise for any i n c o n v e n i e n c e caused.
Close 1 l o o k forward to m e e t i n g you in Brussels.
Let m e k n o w if you n e e d to c h a n g e
the arrangements.
Invitations
Inviting W e would b e very pleased if you c o u i d c o m e to . . .
I would like to i n v i t e you t o . . . / a t t e n d o u r . . .
Please let m e know if you will b e able t o a t t e n d .
Prepare B e f o r e t h e m e e t i n g it would b e useful if
you c o u l d prepare . . .
It would b e helpful if you c o u l d bring . . .
Accepting T h a n k you for your k i n d i n v i t a t i o n .
T h e d a t e you suggest is fine.
I would b e d e l i g h t e d t o a t t e n d t h e
m e e t i n g . I a m sure it will be very useful.
Refusing T h a n k you for your k i n d i n v i t a t i o n .
Unfortunately, I have another appointment
o n t h a t day. Please a c c e p t my apologies.
I h o p e we will h a v e the o p p o r t u n i t y to m e e t
o n a n o t h e r o c c a s i o n in t h e n e a r future. I a m
sure t h a t the m e e t i n g will b e a great success.
Informal
Just a q u i c k n o t e t o arrange a t i m e
t o m e e t . W h e n w o u l d suit you?
H o w a b o u t ( d a y ) at ( t i m e ) ?
A r e you free s o m e t i m e n e x t w e e k ?
I'm free T h u r s d a y a m .
I w o n ' t be a r o u n d u n t i l after l u n c h .
A n y t i m e after t h a t is okay.
Sorry, c a n ' t m a k e it n e x t M o n d a y .
T h u r s d a y is g o o d for m e .
T h a t should b e okay. I'll get b a c k
to you if there's a p r o b l e m .
R e our m e e t i n g n e x t w e e k , I'm
afraid I c a n ' t m a k e Thursday.
H o w a b o u t . . . instead?
S o r r y for t h e i n c o n v e n i e n c e .
S e e you in Brussels.
G i v e m e a c a l l if a n y t h i n g c h a n g e s .
I'm writing to i n v i t e you t o . . .
W o u l d you like t o c o m e to . . . ?
Please let m e k n o w if you c a n m a k e it.
P l e a s e prepare . . . before t h e m e e t i n g .
Please bring to t h e meeting . . .
T h a n k s a lot for t h e i n v i t a t i o n .
T h e date's fine for m e .
I'd l o v e t o c o m e t o t h e m e e t i n g . It
sounds like a great idea.
T h a n k s a lot for your k i n d i n v i t a t i o n .
U n f o r t u n a t e l y , I h a v e s o m e t h i n g else
in my s c h e d u l e o n t h a t day.
I h o p e we c a n m e e t up s o o n . G o o d
luck with the meeting!
Writing styles
Formal/Informal
Formal/Neutral Informal

Example phrases T h a n k you for your e m a i l r e c e i v e d 12 F e b . T h a n k s for t h e e m a i l .

W i t h regard/reference to . . . Re ...
1 would b e grateful if you c o u l d . . . P l e a s e c o u l d you . . .
W e regret to advise you t h a t . . . I'm sorry t o tell you t h a t . . .
P l e a s e a c c e p t our apologies for . . . I'm sorry f o r . . .
I was w o n d e r i n g if you c o u l d . . . C o u l d you . . . ?
W e n o t e t h a t you h a v e n o t . . . You h a v e n ' t . . .
W e would like to r e m i n d you t h a t . . . D o n ' t forget t h a t . . .
It is necessary for m e to . . . I need to ...
It is possible t h a t I will . . . li m i g h t . . .
W o u l d you like m e to . . . ? Shall I ...1
However, . . . / In addition, . . . / T h e r e f o r e , ... But, . . . / Also, ... / S o , . . .
[f you require any f u r t h e r i n f o r m a t i o n , please If you'd like m o r e details, let m e know.
do not hesitate to c o n t a c t me.
I look forward to m e e t i n g you n e x t w e e k . S e e you n e x t w e e k .

Latin / Anglosaxon assistance/due to/enquire/inform/information help/because of/ask/tell/facts

origin obtain/occupation/possess/provide/repair get/job/have/give/fix
request/requirements/verify ask for/needs/check ( p r o v e )

Direct/Indirect
Direct I n d i r e c t : polite/diplomatic

Requests C a n you . . . ' C o u l d you . . . ?

Please c o u l d you . . . I was w o n d e r i n g if you c o u l d . . .

A s k i n g for permission CanI ...f Is it all right if I . . . ?

Could I I w o n d e r if I c o u l d . . . ?

O f f e r i n g help Can! W o u l d you like m e to . . . ?

Shall I . . . ' D o you n e e d a n y h e l p with . . . ?

M a k i n g a suggestion W h a t a b o u t . . . (+ -tng)? W h y d o n ' t we . . . ?

S h a l l we . . . ? P e r h a p s we should

Softening a strong T h e r e is a p r o b l e m . I'm afraid t h e r e is a s m a l l p r o b l e m .

comment It seems t h e r e is a slight p r o b l e m .
T h a t will b e very e x p e n s i v e . T h a t might be quite expensive.
W o n ' t t h a t be a bit e x p e n s i v e ?
W e c a n ' t do that. T m n o t sure we c a n d o t h a t .
T h a t gives us very little t i m e . Actually, t h a t d o e s n ' t give us m u c h t i m e .
It will be b e t t e r to ask H e i d i . W o u l d n ' t it be b e t t e r to ask H e i d i ?
I disagree. I c a n see w h a t you're saying, b u t . . .
D o n ' t you t h i n k t h a t . . . ?
T o b e h o n e s t , I t h i n k it m i g h t b e b e t t e r t o . . .
Commercial
Request for information (customer)
S a y i n g h o w y o u got t h e c o n t a c t W e m e t last T h u r s d a y o n your s t a n d at t h e M u n i c h T r a d e Fair.
I a m e m a i l i n g you off your website, w h i c h I f o u n d t h r o u g h G o o g l e .

Giving reason for writing W e are a manufacturer/supplier/provider o f . . . . W e are i n t e r e s t e d in . . .

W e are a Turkish c o m p a n y e x p o r t i n g t o t h e E U , a n d we n e e d . . .

General requests W e would b e grateful for s o m e i n f o r m a t i o n a b o u t . . .

P l e a s e send us i n f o r m a t i o n a b o u t your p r o d u c t r a n g e a n d prices.

Specific r e q u e s t s I n particular, w e would like t o k n o w . . .

P l e a s e send full details o f your prices, d i s c o u n t s , t e r m s o f p a y m e n t a n d delivery t i m e s .
C o u l d you also say w h e t h e r t h e r e is a n y m i n i m u m order.

Close A n early reply would be greatly a p p r e c i a t e d .

1 l o o k forward to a n early reply, a n d a m sure t h a t t h e r e is a m a r k e t for your products
h e r e in Hungary.

Giving information (supplier)

Thanks T h a n k you for your e m a i l o f 4 J u n e i n q u i r i n g a b o u t . . .

G i v i n g factual i n f o r m a t i o n W e c a n q u o t e you a price o f . . . C I F / F O B I s t a n b u l .

W e c a n deliver by . . . ( d a t e ) / w i t h i n . . . ( p e r i o d o f t i m e )
T h e goods will b e shipped 3 days f r o m r e c e i p t o f a firm order.
W e c a n offer a d i s c o u n t o f . . . o n orders o v e r . . . .
W e require p a y m e n t by b a n k transfer/letter o f c r e d i t .
O u r n o r m a l procedure is to . . .
O u r n o r m a l t e r m s for first-time c u s t o m e r s are . . .
W e c a n supply t h e items you require d i r e c t l y f r o m s t o c k .

Saying what you are attaching I a m a t t a c h i n g a d o c u m e n t t h a t gives full details o f . . .

I a m a t t a c h i n g our c u r r e n t c a t a l o g u e a n d price list as a pdf file.

Highlighting o n e o r t w o You will see t h a t . . .

key points You will n o t e t h a t our l i n e o f . . . is o n special offer.

A n s w e r i n g specific q u e s t i o n s You will also n o t e t h a t . . . . O u r e x p e r i e n c e in this field i n c l u d e s . . .

W e d i s p a t c h t h e goods w i t h i n 2 4 h o u r s o f a firm order, a n d for first-time customers
o u r m i n i m u m order is € 1 , 0 0 0 .
I a m afraid t h a t m o d e l is n o longer a v a i l a b l e . H o w e v e r , . . .

Close W e feel sure t h a t . . . . M a y 1 suggest t h a t I call you at your c o n v e n i e n c e t o discuss

t h e m a t t e r further?
I f you n e e d a n y further i n f o r m a t i o n , p l e a s e d o n o t h e s i t a t e t o c o n t a c t m e . M y d i r e c t
l i n e is . . .
Following up a call (supplier)
Open T h a n k you for taking t h e t i m e o n t h e t e l e p h o n e this m o r n i n g t o e x p l a i n

S u m m a r i s i n g k e y points 1 understand t h a t you are l o o k i n g for . . . a n d I a m c o n f i d e n t t h a t we c a n find a good

s o l u t i o n for your needs.

G i v i n g additional i n f o r m a t i o n I h a v e a t t a c h e d s o m e i n f o r m a t i o n a b o u t our c o m p a n y , i n c l u d i n g . . .
I h a v e a t t a c h e d a list o f s o m e o f our c l i e n t s , w h i c h you will see i n c l u d e . . .

S a y i n g y o u will call b a c k A s agreed, I'll g i v e you a c a l l during t h e last w e e k o f S e p t e m b e r .

I h a v e made a n o t e to c a l l you a g a i n a f t e r y o u ' v e h a d a c h a n c e t o . . .
P e r h a p s t h e n it would b e a g o o d idea t o m e e t t o discuss . . .

Close I n t h e m e a n t i m e , if you would like t o discuss a n y o t h e r p o i n t s , please d o n ' t h e s i t a t e

to give me a call on my direct line . . . .

Asking for better terms (customer)

Open T h a n k you for s e n d i n g . . . . W e a r e i n t e r e s t e d in . . . . H o w e v e r , t h e r e are o n e or t w o
things we would like t o clarify b e f o r e g o i n g a h e a d .

Discussing terms D o you give a n y d i s c o u n t o n a n order o f t h i s size?

W o u l d you b e prepared t o let us h a v e t h e goods o n c r e d i t ?
W e n e e d t h e s e i t e m s by . . . at t h e latest.

Close I f we c a n r e a c h an a g r e e m e n t o n t h e s e m a t t e r s w e a r e sure t h a t we c a n d o m o r e
business w i t h you in t h e future.
W e l o o k forward to h e a r i n g f r o m you s o o n .

Replying and agreeing terms (supplier)

Open T h a n k you for your e m a i l o f . . . i n q u i r i n g a b o u t a possible order for . . .

Saying yes I n r e l a t i o n to . . . , we would b e h a p p y t o let you h a v e . . .

I h a v e s p o k e n to my l i n e m a n a g e r , a n d w e a r e a b l e t o . . . o n t h i s o c c a s i o n .

Looking for a compromise W i t h regard t o . . . , u n f o r t u n a t e l y w e a r e n o t a b l e t o . . . . H o w e v e r , 1 a m sure w e c a n

find a n a c c e p t a b l e c o m p r o m i s e .
W e a r e prepared t o a c c e p t . . . .

F i n a l details W e would b e grateful if you c o u l d supply b a n k r e f e r e n c e s .

Please return t h e a t t a c h e d f o r m asap s o t h a t your o r d e r c a n b e processed w i t h o u t a n y
delay.
P l e a s e n o t e t h a t we h a v e r e c e n t l y i m p r o v e d t h e f u n c t i o n a l i t y o f our website, a n d it
is n o w possible t o p l a c e a n order o n - l i n e . A l t e r n a t i v e l y , you c a n p r i n t o u t t h e
a t t a c h e d o r d e r f o r m a n d return it t o us by m a i l .

Close I h a v e arranged for a m e m b e r o f o u r c u s t o m e r services t e a m t o give you a c a l l later

in t h e w e e k . T h e y will b e a b l e t o d e a l w i t h a n y f u r t h e r p o i n t s .
W e h o p e you find our q u o t a t i o n satisfactory a n d l o o k forward t o r e c e i v i n g your
order. W e assure you t h a t it will h a v e o u r p r o m p t a t t e n t i o n .
If you n e e d a n y f u r t h e r i n f o r m a t i o n , d o n o t h e s i t a t e t o c o n t a c t us.
Making an order (customer)
Open T h a n k you for your r e c e n t e m a i l , a n d we a c c e p t your q u o t a t i o n . O u r c o m p l e t e d
order f o r m is a t t a c h e d , a n d w e give full b a n k details below.

Close Please a c k n o w l e d g e r e c e i p t o f this order.

Confirming an order (supplier)

Open Your order h a s b e e n r e c e i v e d .
W e c a n c o n f i r m t h a t your goods h a v e b e e n s h i p p e d .
You c a n t r a c k shipping details o n our website.
D u e to e x c e p t i o n a l d e m a n d t h e s e i t e m s are t e m p o r a r i l y o u t o f s t o c k . W e h o p e t o b e
able t o ship your o r d e r w i t h i n . . . days a n d will k e e p you fully i n f o r m e d . W e
apologise for a n y i n c o n v e n i e n c e t h i s may c a u s e .

Close W e are c o n f i d e n t t h a t t h e goods will m e e t your e x p e c t a t i o n s . S h o u l d t h e r e b e a n y

questions, please d o n o t h e s i t a t e t o c o n t a c t m e , e i t h e r by e m a i l or p h o n e .

Asking for payment (supplier)

First reminder - open W e are writing c o n c e r n i n g a p a y m e n t o f € 1 2 , 6 0 0 for i n v o i c e n u m b e r K J 6 7 8 w h i c h is
n o w overdue. A copy o f t h e i n v o i c e is a t t a c h e d .
A c c o r d i n g to our records, t h e s u m o f € 4 , 5 0 0 is still o u t s t a n d i n g o n your a c c o u n t .

First reminder - action Please s e n d a b a n k transfer t o s e t t l e t h e a c c o u n t , or a n e x p l a n a t i o n o f why t h e

b a l a n c e is still o u t s t a n d i n g . I f you h a v e already d e a l t w i t h this matter, please
disregard this e m a i l .
W e would a p p r e c i a t e your c o o p e r a t i o n in resolving this m a t t e r as s o o n as possible.

Second/Third reminder - O n ( d a t e ) I wrote to you regarding your c o m p a n y ' s u n p a i d a c c o u n t , a m o u n t i n g to

open € 4 , 5 0 0 . M a y we please r e m i n d you t h a t this a m o u n t is still o u t s t a n d i n g .
I wish to draw your a t t e n t i o n t o my previous e m a i l s o f ( d a t e s ) a b o u t t h e o v e r d u e
p a y m e n t o n your a c c o u n t . W e are very c o n c e r n e d t h a t t h e m a t t e r has n o t yet
r e c e i v e d your a t t e n t i o n .

Second/Third reminder - W e n e e d a b a n k transfer in full s e t t l e m e n t w i t h o u t f u r t h e r delay.

action Clearly, this s i t u a t i o n c a n n o t b e allowed t o c o n t i n u e , a n d w e must ask you to t a k e
i m m e d i a t e a c t i o n to s e t t l e your a c c o u n t .
If you h a v e a n y queries o n this matter, please d o n o t h e s i t a t e t o c o n t a c t m e . T h a n k
you for your c o o p e r a t i o n .

Final demand - open Following my emails o f ( d a t e s ) I must i n f o r m you t h a t we h a v e still n o t r e c e i v e d

p a y m e n t for t h e o u t s t a n d i n g sum o f € 4 , 5 0 0 .
1 wrote t o you o n ( d a t e s ) regarding t h e b a l a n c e o f € 1 2 , 6 0 0 o n your a c c o u n t . I a t t a c h
c o p i e s o f b o t h e m a i l s . T h i s sum is n o w two m o n t h s o v e r d u e . W e are very
c o n c e r n e d t h a t t h e m a t t e r h a s n o t yet r e c e i v e d your a t t e n t i o n .

Final d e m a n d - a c t i o n U n l e s s we r e c e i v e p a y m e n t w i t h i n s e v e n days, we s h a l l h a v e n o a l t e r n a t i v e but t o

take legal a c t i o n t o r e c o v e r t h e money.
I n t h e m e a n t i m e , your e x i s t i n g c r e d i t facilities h a v e b e e n suspended.
Complaints and apologies
Complaining (customer)
Open
I a m writing . . .
. . . in c o n n e c t i o n with m y order F S 6 9 0 w h i c h arrived this m o r n i n g .
. . . to c o m p l a i n a b o u t t h e quality o f a p r o d u c t I b o u g h t from your website.
. . . t o c o m p l a i n a b o u t t h e p o o r service w e r e c e i v e d from your c o m p a n y .
. . . to draw your a t t e n t i o n to t h e n e g a t i v e a t t i t u d e o f s o m e p e o p l e i n your c u s t o m e r services
section.

Complaint O u r order dated 1 6 S e p t e m b e r clearly s t a t e d t h a t w e w a n t e d 1 , 0 0 0 i t e m s , h o w e v e r you . . .

T h e goods were faulty/damaged/in p o o r c o n d i t i o n .
T h e r e seems co be an error in t h e invoice/a m i s u n d e r s t a n d i n g .
T h e e q u i p m e n t I ordered h a s still n o t b e e n d e l i v e r e d , despite my p h o n e c a l l t o you last w e e k t o
say t h a t it is n e e d e d urgently.
T h e product I r e c e i v e d was well b e l o w t h e s t a n d a r d I e x p e c t e d .
T o m a k e matters worse, w h e n I c a l l e d your c o m p a n y your s t a f f . . .

Request for action Please replace che faulty goods as s o o n as possible.

W e must insist o n a n i m m e d i a t e replacement/full refund.
U n l e s s I r e c e i v e t h e goods by t h e e n d of this w e e k . I will h a v e n o c h o i c e but t o c a n c e l my order.

Close I h o p e t h a t you will deal w i t h this m a t t e r p r o m p t l y as it is c a u s i n g m e c o n s i d e r a b l e

inconvenience.

Apologising (supplier)
Open 1 a m writing in relation t o your r e c e n t c o m p l a i n t .

I was very c o n c e r n e d to l e a m a b o u t . . . Please a c c e p t my s i n c e r e apologies.

Apologising
I would like to apologise for t h e i n c o n v e n i e n c e you h a v e suffered.

W e a p p r e c i a t e t h a t this h a s caused you c o n s i d e r a b l e i n c o n v e n i e n c e , b u t we c a n n o t a c c e p t a n y

D e n y i n g responsibility
responsibility in this matter.

C a n you l e a v e it w i t h m e ? I'll l o o k i n t o t h e m a t t e r a n d get b a c k t o you tomorrow.

Promising action
I h a v e looked i n t o t h e m a t t e r a n d . . .
I h a v e s p o k e n t o t h e staff i n v o l v e d , a n d . . .
W e will send r e p l a c e m e n t items/give you a refund i m m e d i a t e l y .
I c a n assure you chat this will n o t h a p p e n a g a i n .

W e ' r e h a v i n g a temporary p r o b l e m with . . . . W e ' r e d o i n g e v e r y t h i n g we c a n to sort it o u t .

Compensation
T o c o m p e n s a t e tor t h e i n c o n v e n i e n c e , w e w o u l d like t o offer you . . .

Close T h a n k you for bringing this m a t t e r t o my a t t e n t i o n . P l e a s e a c c e p t my a s s u r a n c e t h a t it will n o t

happen again.
O n c e again, I h o p e you will a c c e p t my apologies for t h e i n c o n v e n i e n c e c a u s e d .
I very m u c h h o p e you will c o n t i n u e t o use our services in t h e future.
If you h;ivo any further queries, ple;ise d o n o t h e s i t a t e to c o n t a c t m e o n my d i r e c t line . . .
Personal
Being friendly
Y o u h e a r d s o m e t h i n g , but a r e n o t s u r e It seems t h a t . . . Apparently, . . .
S o m e t h i n g is t r u e , b u t surprising Actually, . . . In fact, . . .
S o m e t h i n g is o b v i o u s o r a l r e a d y k n o w n Obviously,... Of course,...
Good/bad fortune Unfortunately, . . . Luckily, . . .
S a y i n g w h a t y o u really t h i n k T o be h o n e s t , . . . Frankly, . . .
Going back to a topic Well, ... So, ... Anyway, ...
C h a n g i n g t h e topic Anyway, . . . So, ... By t h e way,
S u m m a r i s i n g w i t h t h e m o s t i m p o r t a n t point Anyway, . . . Basically, . . .

Asking for advice

Formal/Neutral Informal

Open I'd like your advice a b o u t a problem I h a v e . I've got a bit o f a problem.

Asking for advice I was w o n d e r i n g if you h a d a n y ideas a b o u t . D o you h a v e a n y ideas a b o u t . . . ?

W h a t would you advise m e t o d o ? W h a t should I do?

Close Please write b a c k w h e n you h a v e t h e t i m e P l e a s e e m a i l m e w h e n you get t h e

a n d let m e k n o w w h a t you t h i n k . chance.

Giving advice
Formal/Neutral Informal

Open I was sorry t o h e a r a b o u t your c u r r e n t difficulties. I'm sorry you're h a v i n g s u c h a hard

t i m e at t h e m o m e n t .

Giving advice I t h i n k it m i g h t be a g o o d idea to . . . I t h i n k you s h o u l d . . .

H a v e you t h o u g h t o f . . . ( + -mg)? W h a t a b o u t . . . ( + -ing)?

Result T h i s would m e a n t h a t . . . T h a t way, . . .

Options I t h i n k this o p t i o n would be preferable I t h i n k it's b e t t e r t h a n . . . ( + -mg)

to . . . ( + -mg)

Close I hope I have been o f some help. I h o p e I've helped a bit.

Suggestions
M a k i n g a suggestion I t h i n k we should/I suggest t h a t we/ Let's go t o . . .
S h a l l we/Perhaps we c o u l d / W h y d o n ' t we go t o . . . ?
I suggest/How a b o u t going t o . . - ?

Accepting It's a great idea!

I t h i n k your idea would work really well.
It m i g h t b e w o r t h trying.
Rejecting I ' m n o t so sure a b o u t your idea.
It sounds like a good idea, b u t I d o n ' t t h i n k it would work in p r a c t i c e .
It sounds like a good idea, but I c a n see o n e o r two p r o b l e m s .

Special situations
Thanks J u s t a q u i c k n o t e co say m a n y t h a n k s for . . .
[ really a p p r e c i a t e e v e r y t h i n g t h a t you h a v e d o n e .

G o o d luck G o o d luck with ...

I would like to cake this o p p o r t u n i t y to wish you every success in t h e future.

Congratulations M a n y c o n g r a t u l a t i o n s o n your p r o m o t i o n / n e w j o b .
I was d e l i g h t e d to h e a r t h e news a b o u t . . .
Well done!

Best wishes Please g i v e my best wishes/regards t o . . .

Bad news I was so sorry t o h e a r a b o u t •..

1 was really sorry t o hear you're n o t well. . . . H o p e you feel b e t t e r s o o n .

If there's a n y t h i n g I c a n d o to help, let m e k n o w .

Job application
Greeting (formal) D e a r Sir/Madam

R e a s o n for writing W i t h r e f e r e n c e to your a d v e r t i s e m e n t o n t h e . . . website, I a m i n t e r e s t e d in applying for t h e

post o f . . .

Your background I a m 2 6 years old a n d am c u r r e n t l y studying for a degree in . . . a t . . . U n i v e r s i t y .

and e x p e r i e n c e F o r t h e last two months/years I h a v e b e e n w o r k i n g as a . . . a t . . . .

I a m interested in this j o b because . . .

T h e j o b itself
1 feel t h a t 1 would b e well-suited for this j o b as I e n j o y / h a v e a lot o f e x p e r i e n c e in . . . .

1 h a v e a t t a c h e d my C V as a W o r d d o c u m e n t . You will n o t i c e chat I . . . as well as . . . . You will

Refering to your C V
also n o t i c e t h a t . . . .

I would b e grateful if you would c o n s i d e r my a p p l i c a t i o n .

Final c o m m e n t s
You will see f r o m my C V t h a t two people c a n be c o n t a c t e d as references, o n e is . . . a n d t h e
o t h e r is from . . . .
I a m a v a i l a b l e for interview in .../by p h o n e a n y weekday a f t e r n o o n , a n d you c a n e m a i l m e or
t e l e p h o n e m e o n t h e n u m b e r below.

Close I l o o k forward t o h e a r i n g f r o m you s o o n .

Yours faithfully
Reports
Report structure
Introduction / Background A s requested at t h e B o a r d m e e t i n g o f 18 A p r i l , h e r e is m y report.
T h e report will discuss/consider/describe/analyse/review . . .
T h e report is based o n . . .
I h a v e divided t h e report i n t o t h r e e s e c t i o n s .

Findings T h e findings/figures/results/investigations s h o w t h a t . . .
It appears t h a t . . . . T h i s has led t o a s i t u a t i o n w h e r e . . .
T h e graph/table shows t h a t . . .

Signposts A s c a n be s e e n in t a b l e 1/section 2/figure 3 , . . .

A s m e n t i o n e d a b o v e , . . . / . . . , see below.
. . . a n d I will discuss t h i s in m o r e d e t a i l below/in s e c t i o n 3 . 2 .

Conclusion / Recommendations I (would like t o ) suggest/recommend t h a t . . .

M y specific r e c o m m e n d a t i o n s are as follows.

Closing comments P l e a s e h a v e a look at t h e r e p o r t a n d let m e h a v e your c o m m e n t s .

P l e a s e feel free t o c o n t a c t m e if you h a v e a n y q u e s t i o n s .

Linking words
Sequence Firstly, . . . Secondly, ... Finally, . . .
T a l k i n g generally I n general, . . . Usually, . . . O n the whole, . . .
Contrast However, . . . Nevertheless, ... O n t h e o t h e r h a n d , ..
A d d i n g a n o t h e r point In addition, . . . Moreover, ... O n another point, ...
Examples For e x a m p l e , . . . For i n s t a n c e , . . . e.g.
Alternatives E i t h e r . . . or . . . Alternatively, . . . Instead o f . . .
Real (surprising) situation In fact, . . . Actually, . . . A s a m a t t e r o f fact, . . .
S o m e t h i n g is o b v i o u s Clearly, . . . Obviously, . . . O f course, . . .
M o s t i m p o r t a n t point Especially, . . . A b o v e all, . . . I n particular, . . .
Rephrasing I n o t h e r words, . . . T h a t is to say, . . . i.e.
Result/consequence A s a result, . . . Therefore, ... For this reason, . . .
N e w topic I n relation to . . . Regarding ... W i t h reference to ...

Careful, balanced style

G i v i n g b o t h sides of a n a r g u m e n t I n general . . . , h o w e v e r . . . O n t h e w h o l e . . . , but . . .

M a k i n g a s t a t e m e n t less general Many/Some ... Usually/Typically/Often . . .

M a k i n g a s t a t e m e n t less c e r t a i n It is possible/probable t h a t . . . It seems/appears t h a t . . . . . . tends to be . . .

M a k i n g a c o m p a r i s o n less s t r o n g substantially/considerably/much ( + c o m p a r a t i v e a d j e c t i v e )

marginally/slightly ( + c o m p a r a t i v e a d j e c t i v e )

Concluding O n balance, . . .
T a k i n g all t h e a b o v e p o i n t s i n t o c o n s i d e r a t i o n ,