MINISTRY OF EDUCATION AND SCIENCE

RUSSIAN FEDERATION

Federal State Budgetary Educational Institution of Higher Professional Education

OMSK STATE UNIVERSITY them. F.M. DOSTOEVSKY

BUSINESS ENGLISH: BUSINESS CORRESPONDENCE

BUSINESS ENGLISH: BUSINESS CORRESPONDENCE

Tutorial

Омск

2012
 UDC 802.0

BBK 81.2Engl.-923

D295

Recommended for publication by the Editorial and Publishing

Council of OmSU Reviewers:
Cand. ped. D.B. Kovaleva
Cand. philol. Sciences S.A. Tikhonov

D295 Business English: business correspondence = Bu-siness

English: Business Correspondence: study guide / comp. E. G.
Voskresenskaya, O. V. Frese. - Omsk: Publishing house Om. state
University, 2012 .-- 228 p.

ISBN 978-5-7779-1518-4
The purpose of the manual is the development of foreign language
communicative competence in written business communication.
The manual consists of two sections: “Business Letters”, which
introduces the basic rules of writing a business letter, its genres and
forms, and “Business Reports”, which forms the ability to write
different types of reports.
The textbook "Business English: Business Correspondence" is
intended for use in the classes for the courses "English Language"
(aspect "Business Correspondence") by students of the Program for
training management personnel for organizations of the national
economy of the Russian Federation, "Intercultural Communication in
the Sphere of Business Relations "Of the Faculty of Foreign
Languages, within the framework of the university-wide special
course" Business e-mail correspondence in English ", as well as it
will be useful for students of non-linguistic specialties studying
business English.

UDC 802.0
 BBK 81.2Engl.-923

Original Russian Text © E.G. Voskresenskaya, O. V. Frese,

compilation, 2012
ISBN 978-5-7779-1518-4 © Federal State Budgetary Educational
Institution of Higher Professional Education “OmSU
them. F.M. Dostoevsky ", 2012
 CONTENTS

ПРЕДИСЛОВИЕ............................................................................................4

PART 1. BUSINESS LETTERS.......................................................................6

Unit 1. STRUCTURE OF A BUSINESS LETTER..........................................6
Unit 2. LETTERS GIVING INFORMATION...............................................20
Unit 3. LETTERS OF REQUEST................................................................38
Unit 4. LETTERS OF APPLICATION........................................................ 50
Unit 5. LETTERS OF COMPLAINT...........................................................64
Unit 6. REMINDER (COLLECTION) LETTERS.........................................79
Unit 7. LETTERS OF APOLOGY...............................................................94
Unit 8. MEMORANDUM.........................................................................109
REVISION..............................................................................................116
PART 2. BUSINESS REPORTS...................................................................120
Unit 1. STRUCTURE OF A REPORT. PARTS OF A REPORT.................. 120
Unit 2. INFORMATIVE REPORTS..........................................................129
Unit 3. PROPOSAL REPORTS.................................................................160
Unit 4. ASSESSMENT REPORTS............................................................168
Unit 5. SURVEY REPORTS.....................................................................176
REVISION..............................................................................................184
ADDITIONAL EXAM PRACTICE............................................................. 186
APPENDIX 1. Letter Writing Scheme.......................................................195
APPENDIX 2. Useful language: Letter writing...........................................199
APPENDIX 3. Report Writing Scheme......................................................215
APPENDIX 4. Useful language: Report writing..........................................216
APPENDIX 5. General Impression Mark Scheme.......................................220
APPENDIX 6. Linking words and phrases..................................................222
BIBLIOGRAPHY........................................................................................227

3
 FOREWORD

The purpose of this publication is to develop foreign language

communicative competence in written business communication, which
includes the formation of the following skills and abilities:

• lexical, grammatical, spelling in the field of written business

communication (linguistic competence);

• implement communicative intentions, taking into account social factors in

both cultures (sociolinguistic competence);
• produce holistic texts, addressing and logically outlining thoughts, taking
into account the goals and intentions of the communicants (discursive
competence);
• comply with the socio-cultural rules of business etiquette (socio-cultural
competence);
• vary verbal behavior in accordance with a specific communication
situation (strategic competence).
The manual is based on the conceptual idea of combining the elements of
two approaches to teaching writing a written work that exist today in the
methodology - a product-oriented approach and a procedural approach. We
believe that it is the combination of these two approaches that will make it
possible to form the foreign language communicative competence of
students in written business communication.

Based on the learning objectives in accordance with the Council of Europe

language proficiency system presented in the document "Common European
Framework of Reference: Learning, Teaching, Assessment"
the manual is oriented towards B 1 levels (threshold level)
- From 1 (professional level).
The manual consists of two sections: the “Business Letters” section
acquaints students with the basic rules of writing a business letter, its genres
and forms; forms skills for

4
 writing letters of the following types: letters of request for
information, letters providing information, letters of complaint, letter of
response to a complaint, resume, cover letter, letter of reminder of payment,
service note, personal business letter; the section “Business Reports”
provides information on the types of reports, their features and structure;
skills of writing the following types of reports are formed: a report providing
information, an assessment report, a research report, a proposal report.

The manual contains a large number of samples of business letters

and reports, which will serve as an illustration for students of the basic
principles of modern literate business written communication.
One of the features of the manual is familiarity with the basic
schemes of logical and compositional construction of texts of letters and
reports.

The result of the training is associated with the sequential

implementation of the proposed set of exercises, which are a means of
forming a foreign language communicative competence in written business
communication: preparatory, conditional-communicative and
communicative.

This textbook is intended for use in the classroom for courses

"English" (aspect "Business correspondence") by students of the Program for
the training of management personnel for organizations of the national
economy of the Russian Federation, "Intercultural communication in the
field of business relations" of the Faculty of Foreign Languages , as well as
within the framework of the university-wide special course "Business
electronic census in English".

5
 PART 1
Business Letters

Unit 1. STRUCTURE OF A BUSINESS LETTER

Structure of a letter
There are many parts of the business letter – some required, some optional.
The parts of the business letter follow:
1. Letterhead or Heading
2. Date
3. File Number (optional)
4. Confidential (optional)
5. Inside Address
6. Attention Line (optional)
7. Salutation (optional)
8. Subject Line (optional)
9. Body of the Letter
10. Complimentary Close (optional)
11. Signature
12. Added Information (optional)
13. Postscript (optional)
14. Mailing Instructions (optional)

Letter format
There are many ways to lay out a business letter. The block format is by far
the simplest. Every part of the letter starts at the margin, with spaces
between each part.

Italics Unlimited Letterhead

231 W. 40th Street • Camden, NJ 08618 •
(623) 555-2678

August 10, 20XX Date (2–3 spaces)

XXX File Number

6
 Terry Lancaster Inside Address
Capital Supply (2–3 spaces)
657 Minden Ct.
Des Moines, Iowa 54687
Attention Line
Attention: President of Capital Supply (2–3 spaces)

Dear Mr. Lancaster: Salutation

(2–3 spaces)
Subject: XXXXXXXX Subject Line

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX Body
XXXXXXXXXXXXXX (2 spaces between
paragraphs)
XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXXXX
Complimentary
Sincerely, Close (4 spaces for
signature)
Signature Signature

Joan McAllister Typed Name

(2–3 spaces)
JFM: eer
Additional
P.S. XXXXXXXXXX Information
Postscript
XXXXXXXXXXX Mailing Instructions

Date
Be careful with the date! In Britain, they write the day first, but in the United
States they write the month first. This means:

12.06.11 the twelfth of June (Great Britain)

the sixth of December (United States)

So write the date like this:

12 June 1987 (Great Britain) or June 12, 1987 (United States) And then
everybody will know what you mean. Remember to use a capital letter for
the month. You do not have to write th, rd, nd or st after the day.

7
 How would you write these dates in a letter?
a) Jan, 16th, 1988 c) 6/11/87 (UK) e) 21.1.88
b) 23rd March 1988 b) 09-07-87 (USA) f) 04.08.87(USA)

Salutation and Complimentary Close Here are

some ways to open a letter.
Dear Sirs / Ladies to a company
and Gentlemen
Dear Sir to a man if you do not know his name
Dear Madam to a woman if you do not know her name
Dear Sir or Madam to a man or a woman you do not know
Dear Mr Smith to a man
Dear Mrs Smith to a married woman
Dear Miss Smith to an unmarried woman
Dear Personnel Director to a person if you do not know his or
her name, but know the title
To Whom It May Concern if you do not know whom to address

Note: It is wrong to open a letter with “Dear Mr John” or “Dear Mr John

Smith”.
Unless you know that a woman prefers to be called Miss or Mrs,
use Ms.
The way you close a letter depends on how you open it.
Dear Sirs/Sir/Madam – Yours faithfully
Dear Mr/Mrs/Miss/Ms Smith – Yours sincerely Dear
John – Best wishes

Parts of a letter
Most letters have three parts.
Dear …
An opening
This says why you are writing.
The main message
This gives the details.

8
 The close
This usually talks about the future.
Yours faithfully/sincerely etc.

Each part is usually a separate paragraph but the main message can be more
than one paragraph if you are writing about more than one subject.

USEFUL LANGUAGE
To begin a letter:
• We are writing to enquire about …
• We are writing in connection with …
• We are interested in … and we would like to know …

To answer a letter:
asking if …
Thank you for your letter of (date), enquiring about …
We have received your letter of (date), enclosing …
concerning …

To end a letter:
• I look forward to receiving your reply/order/products/etc.
• Looking forward to hearing from you.
• I hope that this information will help you.
• Please contact me/Please feel free to contact me/ Please let me know
if you need any further information

PRACTICE
1. Choose the correct close from the box for each of the openings (a-g).
Best wishes Yours faithfully Yours sincerely

a) Dear Mrs Wilson d) Dear Mr Gonzalez e) g) Dear Sirs

b) Dear Madam Dear Susanna f) Dear
c) Dear Ms Hemsuchi David

9
 2. Look at the different layouts. Which are used to write a formal, semi-
formal or informal letter? Which one would you use to write a letter to a)
someone you know but are not on intimate terms with? b) a relative? c) a
company manager whose name you know/don’t know? d) the authorities?
A B C
Dear Margot, Dear Mr and Mrs Dear Mr Ford,
Love, Connelly,
Chris Yours sincerely,
Best Wishes, Adam Clayton
Alberto Ponti Adam Clayton

D E
Dear Sir/Madam, Dear Sirs,

Yours faithfully, Yours faithfully,

Helen Perkins Jessica Collins
Helen Perkins Jessica Collins

3. How would you start these letters? Don’t forget about ways to begin
a letter.
• We are writing to enquire about …
• We are writing in connection with …
• We are interested in … and we would like to know …
asking if …
Thank you for your letter of (date), enquiring about …
We have received your letter of (date), enclosing …
concerning …
a) You want to know the prices of some air conditioners.
b) You saw an advertisement in the newspaper yesterday and you want
further information.
c) You want to know if the company you are writing to organ-izes
business conferences in Malaysia.
How would you start your reply in these situations?
a) A company wrote to you on 23 July. They wanted to know if you sell
photocopiers.
b) A company sent you a fax on 3 June. They wanted to know if you
were going to the marketing conference in London.
10
 c) A woman telephoned you this morning. She wants to know if your
shop is interested in distributing their range of musical instruments.

4. Below are the main messages from three emails. Choose the correct
beginning and ending from sentences a-f and then add Yours
faithfully/sincerely or Best wishes.
a) Thank you for your telephone call today enquiring about our prices.
b) Thank you for your letter of 16 February concerning Arabian
Electronics.
c) I look forward to receiving your order.
d) Thank you for your telephone call today.
e) I hope that this information will help you.
f) Please feel free to contact me if you need any further infor-mation
about our branches.
Dear Madam:
1…
We are happy to tell you that the above -mentioned company has always
paid our bills on time. We have never had any problems with them.
2…
Ms R.J. Smith
Manager

Dear Mr. Hugo

3…
We sell three kinds of water heaters. The prices are 1.600 euros (150 litres),
1.750 euros (200 litres) and 1.900 euros (250 litres). I enclose some
brochures.
4…
Jan van Oos
Sales Department

11
 Dear Peter
5…
I am sorry that I was not in the office when you rang, but here is the
information that you wanted. The address of our branch in Singapore is 54
Liu Fang Road, Jurong Town, Singapore 2262. The manager is Mr. S.
Rushford.
6…
John
John Blake

5. Match the email beginnings (1–8) with the endings (a–h).

Beginnings…
1. I am writing with regard to
your recent email. We regret to
inform you that there are no
doubt rooms available for the
nights you require. c
2. Thanks so much for the won-
derful present. It’s exactly the
book that I wanted – how did
you know? I’m really looking
forward to reading it. ___
3. Patricia, I’ve just read your
email. I’m so sorry to hear
about what happened. ___
4. Sorry, I can’t make it to your
birthday party at Fishers res-
taurant, as I’m away on that
day.___
5. I am mailing this via the
“Contact Us” link on your web-
site. I’d like to know a few more
about the anti-virus software
that’s listed on the site. ___
… Endings
a) Anyway, thanks again for
inviting me, and I’m really look-
ing forward to it. Do you want
me to bring anything?
b) You know you can count on
me if you need any support. I’ll
call you at the weekend to see
how things are.
c) Should you need any further
information about room avail-
ability, we will be happy to as-
sist you.
d) I look forward to receiving
this information as soon as pos-
sible.
e) It really is great news, and
I’m sure that it’s only the be-
ginning of our work in the
French market.

12
 6. I am writing with reference
to our order number GH67. The
goods arrived this morning, but
you only sent 200 pieces instead
of the 300 that we ordered. ___
7. Yes! Great! I’d love to come to
the party. ___
8. I’ve just heard from Antonio
about the Paris contact. It’s fan-
tastic news – you worked really
hard on this and you deserve
the success. ___
f) Please deal with this matter
urgently. I expect a reply from
you by tomorrow morning at
the latest.
g) Thanks again for the gift, and
give my regards to your family.
h) Anyway, sorry again that I
can’t come, but have a great
time. I hope we can meet up
soon. What about going to see
that new Spielberg film?

6. Match the beginning and ending pairs in the previous exercise with
the descriptions (1–8) below.
1. An email asking for information. Neutral style. 5d
2. An email giving information. Formal style. __
3. An email accepting an invitation. Informal style. __
4. An email refusing an invitation. Informal style. __
5. An email of congratulations. Neutral style. __
6. An email of complaint. Formal style. __
7. An email of thanks. Neutral style. __
8. An email of sympathy. Informal style. __

7. Match the beginnings and endings below, and then iden-tify the
purpose of writing the letter from which each pair of paragraphs is
taken.
Beginnings …
1. I am writing in response to your advertisement in yesterday’s Daily
Scope concerning a vacancy in your sales department.
2. I am writing in reply to your letter requesting information about our
products.
3. I am writing in my capacity as chairman of the residents’ as-sociation
to draw your attention to the problem of excessive noise levels in our
neighborhood.
4. I am writing to request permission to use the company pre-mises for a
meeting which will be held during the holidays.
5. I am writing to advise you of the changes in the schedule for the
forthcoming seminar on “Safety in the Home”.
13
 … Endings
A) I hope that these changes will not cause you too much in-
convenience and that you still will be able to attend.
B) We feel confident that you will find something in our range that
meets your requirements and look forward to receiving your order.
C) I am available for interview any weekday between 9 am and 5 pm,
and I look forward to meeting you in person to discuss the possibility
of my employment.
D) We trust that you will give this matter your urgent consid-eration and
look forward to receiving any suggestions you might have to help
overcome the problem.
E) We would be extremely grateful if you were to allow us to use the
facilities for the duration of our meeting. Thank you in anticipation
of your kind cooperation.

8. Read the following sentences and say which are formal and which
are informal. Which sentences are beginnings of a letter, and which are
endings? What kind of letter (e.g. complaint?) does each sentence belong
to?
1. It would be lovely to see you again, so please do your best to make
it.
2. Please do not hesitate to telephone if there should be any further
problems.
3. I was most concerned to hear that you are not completely satisfied
with one of our products.
4. I trust that this situation will be rectified without further delay.
5. I am writing to express my dissatisfaction with the meal I had at your
restaurant last week.
6. I am writing with reference to the vacancy in your accounts
department.
7. I assure you that we will give this matter serious considera-tion and
would like to thank you for bringing the situation to our attention.
8. I’m just writing to let you know how sorry I am about miss-ing your
graduation ceremony.

14
 9. Choose a subject line for each e-mail. One of the subject lines in the
box is not used.
Action re contract Meeting 14/5 Re your advertisement
Special Offer! Shipping confirmation Regarding your order

E-mail 1
Subject: ___________________
Re your last e -mail, we are in the process of arranging the meeting scheduled
for 14 May, but there are still a few details I need from you. Do you want me to
book hotel accommodation for you – or will you sort it out at your end? Also,
can you send us something about the Barcelona project you were involved in last
year? It would be helpful to have something to circulate before the meeting.
Please send a copy of any relevant reports. Regards, Monica.
E-mail 2
Subject: ___________________
Sorry for the delay in replying – I’ve been out of the country on business.
Unfortunately, the items you ordered are not in stock, but we’re expecting
delivery by the end of the week. I’ll get back to you as soon as they arrive. If
you need any information, please feel free to contact me.
E-mail 3
Subject: ___________________
Luisa, I’ve emailed Michelle and Roberto about the changes to the contract.
Shall I have a word with Michelle to make sure she un-derstands what’s
going on? You work with Roberto – can you talk to him?
Thanks for your help – I appreciate it.
E-mail 4
Subject: ____________________
Good news! Subscribers to our e-mail newsletter can take advan-tage of
fantastic price savings in our January sale. I’ve attached a pdf file that gives
full details, or alternatively just click on the link below. You can order over
the web or by e-mail – our customer service staff are standing by.
Looking forward to hearing from you soon.

15
 E-mail 5
Subject: ____________________
Just a short note to let you know that we received your order. We can
confirm that the items were sent by mail today. To track your order, click on
the link below. If there’s anything else, just let us know. Best wishes, Pierre

10. Study the table and then match the informal phrases with the semi-
formal\informal phrases.
Business tips Style
The style of an email (how formal or informal it is) depends
on the type of a message you are writing and who you are writing to.
Formal emails This is the style of a traditional letter. Ideas are
presented politely and carefully, and there is
much use of fixed expressions and long words.
Grammar and punctuation are important. This
style is used when writing to a new customer or
the CEO of your company. It is also common if
the subject matter is serious (e.g. a complaint)
Semi-formal or This is the most common style in professional/
neutral e-mails work-related emails. The writer and reader are
both busy, so the language is simple, clear and
direct. Sentences are short and there is use of
contractions (I’ve for I have etc.).
Simple beginnings and endings – there is no
need for the level of politeness associated with
traditional letters. However, the style is not
similar to speech – it is too direct. This style is
often used between colleagues or in interoffice
emails or to an old customer.
Informal This is the most common style between friends.
e-mails Sometimes the email can be very short or it could
include personal news, funny comments, etc.
This is the style that is closest to speech, so there
are everyday words and conversational expres-
sions. The reader will also be more tolerant of
bad grammar. But this style is seldom used in
business context only between close associates.

16
 Although these three writing styles are identified, in real life the differences
are not so clear. In general, an email about rescheduling a meeting might be
less formal than an enquiry or an apology.
You can tell how formal an e-mail is by its …
Salutation and complimentary close.
Colloquial phrases: These are phrases normally used in con-versation
which make an e-mail less formal. Examples are How’s it going? for How
are you? or See ya for See you later. Vocabulary: The words and
expressions used in an e-mail can make it formal or semi-formal or
informal. Some examples are:

formal to receive to inform to assist to contact

less informal to get to tell to help to get in touch
Abbreviations: The use of abbreviations and symbols (e.g. for for
example, & for and) are more common in informal emails, al-though
some standard abbreviations – like asap for as soon as possible, info for
information are also found in semi-formal and formal emails.
Acronyms: BTW/FYI, rgds and so on should be used with caution.
Emoticons: These written forms of body language or gesture are often
used in less formal emails to help the recipient understand exactly what
you mean. It is better not to use smileys in formal emails.
You can use abbreviations, acronyms, emoticons if you are sure
the person who receives the email will under-stand them.

Informal Semi-formal/Formal
1. What do you need? d a) With regard to… (or With ref-
erence to)
2. Thanks for the e-mail of b) I can assure you that
12 Feb. …
3. Sorry, I can’t make it. … c) We note from our records that
you have not.
4. I’m sorry to tell you that… d) Please let us know your re-
quirements.
5. I promise… e) I was wondering if you could…

17
 6. Could you …? … f) We would like to remind you
that …
7. You haven’t … g) I look forward to meeting you
next week.
8. Don’t forget … h) Thank you for your e-mail re-
ceived 12 February
9. I need to … i) I am afraid I will not be able to
attend.
10. Shall I …? j) Would you like me to …?
11. But…/ Also…/ So… k) I would be grateful if you could…
12. Please could you… l) Please accept our apologies for…
13. I’m sorry for… m) It is necessary for me to…
14. Re … n) We regret to advise you that …
15. See you next week … o) However …/ In addition …/
Therefore …

11. Match the words of Latin origin in box A with the shorter words in
box B.
Box A
1 assistance 6 information 11 repair
2 due to 7 obtain/receive 12 request
3 enquire 8 occupation 13 requirements
4 further 9 possess 14 reserve
5 inform 10 provide 15 verify

Box B
a) ask f) facts k) help (n)
b) ask for g) fix (v) l) job
c) because of h) get m) more
d) book (v) i) give n) needs (n)
e) check/prove j) have o) tell

1 k 2 … 3 … 4 … 5 … 6 … 7 … 8 … 9 … 10 … 11 … 12 … 13 … 14 …
15 …

Note: longer words of Latin origin sound more formal, and shorter words
sound more informal.

18
12. Put an F for formal and an I for informal language. Give reasons.
1. Thank you very much for your cooperation in this matter.
2. It’ll be great to see you again after so long!
3. My husband and I request your presence …
4. It is with deep regret that I must inform you …
5. Hope this advice will be of some help to you.
6. Would it be possible to get together over lunch sometime soon?
7. I sympathise completely with your predicament but unfor-tunately
no further action can be taken at this time.
8. I am writing to complain about the service we received …
9. I’m looking forward to seeing you both on Saturday.
10. On behalf of our company, I would like to apologise for …
11. I’m really sorry about the misunderstanding and I’m sure it won’t
happen again.
12. I would like to inform you about the proposed changes due to take
place over the coming months.
13. Sorry I haven’t written for ages, but I’ve been up to my ears in
work.
14. We thought we’d have a get-together in the near future and
wondered if you’d like to come.
15. It appears that our records are out of date so it would therefore be
most helpful if you could forward the informa-tion requested
overleaf.
16. I look forward to receiving the information requested.
17. I am writing in response to the advertisement concerning
…
18. I am writing in my capacity as chairman of …
19. I would be most grateful if you could offer some advice …
20. I’ll be more than happy to put you up for a few days.

19
 Unit 2. LETTERS GIVING INFORMATION

A letter giving information is a formal piece of writing related to

a particular situation. Its main purpose is to give infor-mation, usually when this
has been requested by someone else. It may also provide suggestions, help, give
an opinion, etc.

Each point should be presented in a separate paragraph containing a clear topic

sentence supported by examples and/or justification.

Structure of a Letter
Introduction Paragraph 1
state reason(s) for writing

Main Body Paragraphs 2-3*

give information required

Paragraphs 4-5
provide further explanations/suggestions/opinions as
stated in the task instructions

Conclusion Final Paragraph

closing remarks
* The exact number and division of paragraphs will depend on the specific
instructions for each letter-writing task.

USEFUL LANGUAGE

To begin letters:
asking if …
Thank you for your letter of (date), enquiring about …
We have received your letter of (date), enclosing …
concerning …

20
 • Thank you for your email/letter, dated 6 June.
• Many thanks for your message, dated 6 June.
• Thank you for your enquiry.
• I am writing to inform you that/advise you of/let you know that …
• I regret/am delighted/would like/feel obliged to inform you …
• I am writing | in response to | your letter requesting in-
formation about …
| in reply to | your enquiry about …
| with regard to | our telephone conversation
concerning …
| in connection with |
• I am writing (to you) | on behalf of/in my capacity as …
• I am attaching …
• I attach some information which I hope you find useful.
• I attach our price list and look forward to hearing from you.
To end letters:
• I hope that this information will be of some assistance …
• I hope/trust that I have been able to answer all of your ques-tions …
• I would be pleased/happy to provide you with any additional
information …
• I look forward to | being able to help you again in the future.
| answering your queries.
• Please do not hesitate to contact me
should you | require further information.
| have any further questions.
To refer:
• With reference to (RE: for short) …
• Further to …
• I am writing in connection with …
• With regard to …
To give good news:
I am pleased to tell you that …
delighted inform
happy advise

21
 To give bad news:
We/I regret to tell you that …
are/am inform
sorry advise
We regret that …
Writers often say “we” to refer to the company, rather than “I”. This is
especially true when giving bad news, as it makes it less personal.

To say what you can and cannot do:

• We are unable to …
• We are able to …
• We have been forced to …

To give reasons:
owing to …
This is due to …
as a result of …
because of …

Notes:
• “Owing to” is normally used for bad news.
• If you want to use a verb after these phrases, add the fact that … e.g. This
is due to the fact that the dollar has risen.
• If you don’t want to give the reason, you can say unforeseen dif-ficulties
or factors beyond our control, e.g. This is due to unforeseen circumstances.
This is a result of factors beyond our control.

PRACTICE
1. Look at the following model of an email providing in-formation.
What different elements of it can you name?

To: b_gomez@camara.com.pe
From: michael@click.net
Subject: Re: Request for information
Date: Mon, Mar 21, 20 – 02:23 PM

22
 Dear Ms Gomez:
Thank you for your e-mail of March 18 expressing interest in Click
Camera’s new digital camera, the XL-Lite.
The camera will be available this October, and the cost will be
approximately three hundred and fifty dollars ($350.00).
I will be forwarding next week a brochure on the camera. Jim Markham,
one of our sales representatives, will be in touch with you on Friday, March
23, to discuss the promotional services and discounts we offer our
distributors.
I am also forwarding information on our new video camera, the Digicam.
Mr. Markham will provide more information on this product when you
speak with him.
If there is anything else I can help you with, please do not hesitate to
contact me. Your business means a great deal to Click Camera, and we
appreciate the opportunity to provide you with quality cameras.
Again, thank you for your inquiry.
Sincerely yours,
Michael Salgado
Customer Service Representative

2. Read these replies to the inquiries and answer the ques-tions.

Subject: Your enquiry
Dear Mr. Mackenzie,
We thank you for your enquiry of 30 January for our cotton and other
natural fabrics, and attach our detailed quotation.
A full range of priced patterns has been sent to you by post today. You will
see that our fabrics are really of fine quality and attrac-tive designs. All
these fabrics can be supplied from stock.
In case of an order for more than 500 metres we would allow a special
discount of 5 per cent.

23
As you may know costs have been rising steadily since last March, but we
have not raised our prices, but may have to do so when present stocks run
out. We therefore advise you to place your order with us at once.
Yours sincerely,
Peter Zernov
Sales Manager

Questions:
1) Will the prospective Buyer be satisfied with the reply to his enquiry?
2) In what way does the Manufacturer encourage substantial orders?
Subject: reply to enquiry
Dear Mr. Atkins,
We welcome your enquiry of 23 March and thank you for your interest in
our products. A copy of our illustrated catalogue is being sent to you today
with samples of some of the skins we regularly use in our manufacture.
Unfortunately, we cannot send you immediately a full range of samples, but
you may take it that such leathers as chamois and doeskin, not represented in
the parcel, are of the same high quality.
Mr. Vitterelli, our overseas director, will be in London early next month and
will be pleased to call on you. He will have with him a wide range of our
manufactures and when you see them we think you will agree that the quality
of the material used and the high standard of craftsmanship will appeal to the
most selective buyer.
We look forward very much with pleasure to receiving an order from you.
Kind regards
Beatrice Brenzini
Sales Director

Questions:
1) Would you say that the reply sent by the Manufacturer is both helpful
and friendly?
24
 2) Why did the Manufacturer promise to arrange a visit by one of his
directors?
3) Why did the Manufacturer draw attention to the high qual-ity of his
goods?
What can you write in these situations?
a. Someone has written asking for details of mobile phones that include a
camera.
b. Someone has written to ask you for details of the types of ac-counts
you offer.
3. You are going to write a letter giving information.
You work for Hudson Motors Ltd. Last week, a man called Stefan Polloni
telephoned you and asked you to send him details of the Sodiac 456 and
Sodiac 456i sport cars. He has telephoned to say that he could not open the
files you sent. He also wants to know when the two cars will be available
(six month from now) and what financial arrangements you offer (special
offer now: interest-free for one year, then 5 % a year).
Write an email to Stefan Polloni, with the files he needs. First, make a plan for
your message. Then compare it with the given plan.
Dear Mr. Polloni:
• Thank him for his telephone call. Say sorry that he had prob-lems with the
files.
• Say that you are attaching them again. Tell him to contact you if he still
has problems with them.
• Tell him that both cars will be available six month from now. At the
moment, you have a special interest-free offer for the first year, and only 5
% after that.
• Say you hope that information helps him. Tell him to contact you if he
needs further information.
• Close the email.
Yours …
Name and title

4. Read the following messages. What do the writers say when they
want to:
a. refer to the last time that they contacted each other?
b. give some good or bad news?
c. give a reason for good/bad news.

25
 Inbox Order 2789
To: Jennifer Long jlong@jkta.intercitybank.com
From: S.Basuki S.Basuki@jakartafurnishings.com
Subject: Order 2789
Date: 24 February 2006
Dear Ms Long,
I am writing in connection with your order 2789 for office furni-ture and
your telephone call on Friday.
We regret to inform you that we are unable to deliver the Linton filing cabinets on
time. This is as a result of problems at our supplier’s factory. We have the cabinets
on pages 45 and 46 in our catalogue in stock now, however, in four different
colours (green, brown, black and white). You can see them in our city-centre
showroom.
With regard to the lamps and desks, we will deliver the goods before 13
March.
With apologies
Yours sincerely
S. Basuki Sales
Executive

Peach Computers
To: J. Williams jwilliams@ace.com
From: Jim Hutton j.hutton@dataservice.co.uk
Subject: Peach Computers
Attached: Peach_price.doc
Dear Mr Williams,
Further to our telephone discussion on Thursday, I am delighted to tell you
that we are now able to reduce the price of our Peach series computers by
10 %. This is due to the recent fall of the dol-lar. Each computer now also
comes with a free PH7054 colour printer. I am attaching our new price list.
We look forward to receiving your order. If you need any further
information, just let me know.
Best regards,
Jim Hutton
Sales
Data Services

26
5. How would you start a letter about each of the following? Don’t forget
how to introduce the subject of the message.
With reference to (RE: for short) …
Further to …
I am writing in connection with …
With regard to …
1) an invoice (no. 679) for a photocopier.
2) a meeting you had with the addressee on 16 January.
3) an advertisement in The Times newspaper for the London Trade Fair.
4) an application for a post as secretary in your company.
5) a fax order for six computers that you received today.

6. Complete these sentences using phrases for referring and giving

good or bad news. For phrases see the beginning of the unit.
a. ……………………………. your order for some cupboards,
…………………………. we have had to increase the price.
b. ……………………………. your application for a post of secre-tary,
…………………………. that we would like you to start work as soon
as possible.
c. …………………………. your application for a post as secre-tary;
…………………………. you were not successful.
d. …………………………. our telephone conversation last week,
…………………………. your car is now ready for you to collect.

6.1. A company has written to you to ask you to reduce your prices and
ask you if you will accept payment in Egyptian pounds. How will you
give them the following information? Don’t forget these phrases to say
what you can do or can-not do.
We are unable to …
We are able to …
We have been forced to …
1) You cannot lower your prices.
2) You have had to raise your prices because the government has
increased the sales tax.

27
 3) However, you can give them a discount of 5% if their order is for
more than $8.000 or £8.000.
4) With regard to their second question, you cannot accept payment in
Egyptian pounds, but you can accept US dollars or British pounds.

6.2. Use the phrases of giving reasons (see the beginning of the unit) and
the information below to write complete sen-tences as in the example.
Be careful with 4 and 6 (see Notes in Giving reasons in the be-ginning of
the unit).
1) increase – fall of the dollar
a. We have been forced to increase our prices. This is owing to the
fall of the dollar.
2) delay the delivery of the goods – strike by airline pilots
3) increase all salaries by 10 % – rise in sales
4) cut all salaries by 10 % – fall in sales
5) cannot deliver your new order – we have not received your payment
for the last order
6) cancel the meeting – a lot of staff have been ill

6.3. You are going to write a letter giving news and reasons. You are a
sub-manager of a bank. There has been a change in gov-ernment regulations.
Interest rates have increased to 12 % for de-posits and 14 % for loans. Write
a short letter to:
a) customers who have deposits accounts at your branch;
b) customers who have a loan from your branch.

Follow this plan:

Date
Dear Sir or Madam
– First, put a heading.
– Next, say what you are writing about.
– Then give the good or bad news. Say what you have had to do or can
do.
– Give the reason.
– Close the letter.
– Finally, sign it and give your name and title.

28
 7. Put paragraphs (a-e) in the email below in the correct order.
a. We feel sure that we will be able to represent your interests here in
France. May I suggest that I call you at your conven-ience to discuss
the matter further? Please let me know when would be a convenient
time. I look forward to hearing from you soon.
b. Thank you for your e-mail of 4 December asking information about
our legal services.
c. You will also note that we have represented several Turkish
companies, including one of Turkey’s major textile exporters.
Naturally, our experience in this field includes resolving contractual
disputes.
d. You will see that we give a list of our recent clients, and that the list
includes many well-known company names.
e. I am attaching a document that gives full details of the range of
service we offer.

Paragraph order: 1______ 2______ 3______ 4______ 5______

8. In each question, two of the sentences are appropriate to use in an e-

mail/letter providing information. Circle the letters of the two sentences.
1. Opening
a. Thank you for your e-mail inquiring about our new Digicam digital
video camera.
b. We are pleased to have the opportunity to respond to your request for
more information on our digital cameras.
c. This is your last chance to buy a camera that uses film.
2. Focus
a. We wondered why you want a sales representative to call you. b. The
promotional materials you enquired about will be ready
on Friday.
c. We are sending you, under separate cover, a distribution agreement.
3. Action
a. Part of our expanding product line is a mobile phone that takes and sends
photos over the phone line.
29
 b. We hope you will continue to take good photos.
c. See attached a catalogue of software developed for our digital cameras.
4. Conclusion
a. I look forward to working with you in the future.
b. I’ll call you if we want to sell you a camera.
c. If I can answer any other questions, please call me on my direct line.

9. Complete sentences 1–12 with the pairs of words from the box.
accept/quotation apologize/inconvenience assure/prompt at-tached/delay
correct/amend discount/repeat dispatched/firm first-time/pre-payment
note/records processed/track temporarily/stock would/grateful
1) Please return the attached form asap so that your order can be
processed without any delay.
2) We … be … if you could supply bank references.
3) Our normal terms for … customers are 50% … .
4) I have spoken to my line manager, and we are pleased to offer a
small … on this occasion in the hope that it will lead to … orders.
5) The goods will be … 3 days from receipt of a … order.
6) We … you that your order will have our … attention.
7) We … your … . Please ship at the first available opportu-nity.
8) Your order has been … . You can … shipping details on our
website.
9) We … from our … that payment of invoice 5718 is still out-
standing.
10) We are … out of … of this item, but we expect new sup-plies
shortly.
11) We … for any … which may have been caused.
12) The … information is given below. Please … your records
accordingly.

30
 10. Complete the e-mail by writing one word in each gap. The first
letter/s have been given each time to help you.
Dear Mr. Wikiewics,
Thank you for your e-mail of 2 August enquiring about a possi-ble order
for our products ref nos. TG67 and K800. I will go through your
questions in order.
1. In (13) r … to discounts, we would be happy to let you have a discount
of 5 % on an order of this size.
2. With (14) r … to your request for credit, unfortunately, we are not able
to offer 60 days credit to (15) fi … – t … custom-ers. However, I am
sure we can find an acceptable (16) com … . In view of your
reputation in the market, our credit (17) co … department will agree
on 30 days, with no pre-payment necessary. Our normal (18) pro … is
to check all bank guar-antees, so we will be requiring (19) fu … details
if you decide to go ahead with your order.
3. Your final question is about delivery times. We can supply the items you
require directly from (20) st …, and the goods will leave our warehouse
within 3 working days of a firm order.
Please also note that we have recently improved the functional-ity of our
website, and it is now possible to (21) pl … an order online. Alternatively,
you can print out the attached order form. Just (22) f … it in and return it
to us by mail.
I have arranged for a member of our customer services (23) t … to give
you a call later in the week. They will be able to (24) d … with you any
further points.
Thank you for your interest in our products.
Sylvia Newman
11. Underline the correct preposition in each sentence.
1) Thank you for/about your interest in our products.
2) We are interested in/to purchasing 5,000 units.
3) Do you give discounts to/on an order of this size?
4) We will be happy to deal to/with any further questions.
5) Is it possible to buy the goods on/with credit?
6) We need these items until/by the end of October at the latest.
7) We need to reach agreement on/for this matter as soon as possible.
8) We have 20 items on/in order from you.

31
 9) Thank you for your e-mail about a possible order by/for our
products.
10) In relation with/to discounts, our terms are 5 % for an or-der over
$10.000.
11) We offer a discount of/by 5 %.
12) With regard to your request for/of 60 days credit, unfor-tunately we
are not able to do this.
13) There are one or two things to clarify before going ahead/ in front
with an order.
14) Our company has been on/in the market for over forty years.
15) This product has been on/in the market for over a year.
16) We are prepared to compromise at/over the question of transport
costs.
17) We can supply the items you require directly off/from stock.
18) The goods will leave our warehouse within/until 3 work-ing days of
a firm order.

12. Complete the sentences in this e-mail. Use the words below.
addition hesitate further separate custom-made enquiry pleased your
Dear Mr. Caracciolo:
Thank you for (1) _____________e-mail of December 1. We, too, are
excited about our line of Memphis furniture reproductions.
I am (2) _____________ to tell you that all reproductions are la-beled and
cannot be confused with the original Memphis furni-ture we produced in
the 1980s. In (3) ___________, each reproduc-tion is stamped with the
date it was produced.
I am so sorry that we cannot fulfill your request for custom or-ders of
fabric or wood at this time. Perhaps we will do this in the future. Our Roma
line of fine furniture can be (4) ____________ . A Rome catalogue will be
sent to you under (5) ___________ cover. If you have any (6)
_____________ questions, please do not (7) ____________ to contact me
directly.
Again, thank you for your (8)______________.
Sincerely yours,
Jouris Knockaert
President, Memphis Design

32
13. Reply to a foreign e-mail of enquiry which your firm has received
following an exhibition of sewing machines at a trade fair in Brussels.
Do not forget about the structure of a letter giving information.
Dear … (Sirs / Sir / Madam / Mr Smith / Mrs Smith / Miss Smith
/ Ms Smith)
Subject …
Thank you for your letter of … (23 November), concerning … . In
reply to your letter we are pleased to inform you that … We are sorry
to tell you that … , because …
I hope you will find this information helpful. Please do not hesi-tate to
contact me if you need any further information. Looking forward to your
… reply/order/products.
Yours faithfully, (Yours sincerely)
Signature
Peter Ivanov
Manager / Personnel Officer / …

EXAM FOCUS
Exam Practice 1.
• You work for an international company in Los Angeles. You have
arranged to meet a colleague, Carole Buckley, in the New York office
on 3 February.
• Write an email to your colleague:
– confirming the date of your visit to New York
– suggesting what time the meeting should start
– inviting her to dinner after the meeting.
• Write about 30–40 words.

To: Carole Buckley

Cc:
Subject: Our meeting

33
 Exam Practice 2.
• You are a regional sales manager for an international com-pany. You
have been asked to go to a meeting at your com-pany’s head office.
You cannot go, so somebody else will go in your place.
• Write an e-mail to Erica Young, who is organising the meeting:
– apologising for not being able to go to the meeting
– explaining why you cannot go
– saying who will go.
• Write 40–50 words.

To: Erica Young

From:
Subject: Meeting

Exam Practice 3.
• Read part of a letter below from Andrew Trellis inviting you to a
business reception at which your company will receive an award.
We are pleased to inform you that your company has won this year’s
Business 2004 AWARD. The award will be presented at a reception at the
Park Hotel on February 19.

I would be grateful if you would let me know as soon as you can whether
you will be able to attend and, also, whether you would be prepared to give
a short talk during the evening.
• Write a letter to Mr Trellis:
– thanking him for the award
– suggesting a topic for the talk
– saying what equipment you will need
– asking whether some members of staff can also attend
• Write 60–80 words.

34
 Exam Practice 4.
• Read the memo below from the CEO of your company.

MEMO
To: International Sales staff
From: CEO
Date: 30/10/04
Subject: 50th anniversary celebration
I think it would be a good idea to include some of our overseas clients on
the guest list for the formal event we are planning as part of the company’s
50th anniversary celebrations.
Could all International Sales staff write to their most important clients to
invite them to the event.
• Write a letter to an overseas client, Mrs. Johannson:
– inviting her to the event
– giving her the date of the event
– giving details of what will happen at the event
– explaining what overnight accommodation is available.
• Write 60–80 words.

Exam Practice 5.
• You work for BusinessSpace plc, a company which rents fully
serviced offices to other businesses. You have just re-ceived the fax
below.

• Look at the fax and the other information below, on which you have
already made some handwritten notes.

• Then, using all your handwritten notes, write a fax in reply to

Reinhard Mieter.

• Write 120–140 words.

35
 RENVER ESTATES
Fax

TO: BusinessSpace
FROM: Reinhard Mieter
SUBJECT: Renting Office Space

Further to our discussion last week we have now decided to rent office space from
you for the next twelve months:

Offer 10 %
dis-
count for 18-
Requirements month booking
• one office of 10 m2, two of 15 m2, one of 20 m2
• must be on same floor
• 40 parking spaces

Please confirm if this office space is vacant in Central Tower.

CENTRAL TOWER (CT)

four left, different
Offices currently vacant Size m2
floors, no parking –
CT 19 10
CT 24 20 suggest Opera Place
CT 53 15
CT 54 15
mention
OPERA PLACE these
Why choose Opera Place?
• 300 parking spaces benefits
• good public transport
connections
• wonderful views
four same
floo
OPERA PLACE (OP) r
Offices currently vacant Size m2
OP 34 10
OP 39 20
OP 46 10
OP 47 15
OP 48 20
OP 49 15

36
 Exam Practice 6.
• You are the manager of Arvon Industrial Park and you have just
received the letter below from FNT Ltd, a potential cus-tomer.
• Look at the information below, on which you have already made
some handwritten notes.
• Then, using all your handwritten notes, write a letter of reply to FNT
Ltd.
• Write 120–140 words.

For more practice go to ADDITIONAL EXAM PRACTICE Section at

the end of the book.

37
 Unit 3. LETTERS OF REQUEST

A formal letter of request is written to ask for per-mission,

help, information, advice, etc. It may also provide infor-mation, explain a
situation, make suggestions, present arguments in support of an opinion, etc.

Each point should be presented in a separate paragraph containing a clear topic

sentence supported by examples and/or justification.

Structure of a Letter of Request

Introduction Paragraph 1
state reason(s) for writing

Main Body Paragraphs 2–3*

explain reasons for making the request

Paragraphs 4–5
state expected results/consequences

Conclusion Final Paragraph

closing remarks

USEFUL LANGUAGE
To begin letters:
• I am writing to | ask if you would be so kind/generous as to … |
request your assistance concerning the
matter of …
• I wonder if you could possibly/if it would be possible for you to help
me …
• I would (greatly) appreciate it if you could …
• It would be most grateful if you could …
• I am writing to ask/enquire if/whether you could possibly tell/inform
me …

38
 • I am writing to | ask if/whether I might (perhaps) be permit-
ted/allowed to …
| request your (kind) permission for …/(for me)
to …
• I wonder if I might ask you for/request your valuable advice
on/concerning …

To end letters:
• I hope that my request will not inconvenience you too much.

• I must apologize for | troubling you with this matter.

• I hope that you will forgive me for | taking up your valuable time.
• I look forward to hearing from you/receiving your reply as soon as
possible.
• Thank (ing) you in anticipation of your/in advance for your kind
cooperation.

To request action:
If it is urgent, add:
Please could you … | as soon as possible
We would be grateful if you could | without delay
We would appreciate it if you could | immediately
Note: Please could you … is the most direct. You can use this phrase
when you are asking for something in a neutral way. The other two
phrases are more polite and forceful.
To request information:
Please could you give us some further details
about…
We would be grateful if you could let us know (about/if) …
We would appreciate it if you could inform us (about/if) …
We would like to know (about/if) ...

To apologise:
• We must apologise for …
• We apologize for …

39
 • We are extremely sorry for …

Notes: – Use the “ing” form after these phrases.

e.g. We are extremely sorry for losing your order.
– You can also say “We are extremely sorry that …” e.g. We
are extremely sorry that we lost your order.

To apologise again at the end of a letter:

• Please accept our apologies once again.
• We hope that this has not caused you any inconvenience.
• With apologies once again.

PRACTICE
1. Look at the following model e-mail requesting informa-tion. What
different elements of it can you name?
To: Websales@click.net
From: b_gomez@camara.com.pe
Subject: Request for information
Date: Fri, Mar 17, 20 – 02:23 PM
My colleagues and I read the announcement about your new digi-tal
camera, the XL-Lite on the Internet.
Our company is the largest seller of digital cameras in South America. You
can learn more about us at our Web site, http:// www.camera.com.pe.
We would like to consider selling the XL-Lite camera. Our cus-tomers will
like the features in the XL-Lite. The low-light capa-bility is one feature that
sets this camera apart from the others.
We understand the cameras will be shipped this fall. I would ap-preciate
having your sales representative call me. I would like to discuss the price
and vendor discount, promotion materials pro-vided, and other issues.
Thank you for your attention. I look forward to hearing from you at your
earliest convenience.
Bez Gomez
New Products Department
Camara.com.pe

40
 2. Put paragraphs (a-d) in the email below in the correct order.
(a) We are a Turkish company exporting to the EU, and need a firm of
lawyers in France to represent us on some legal matters.
(b) I am emailing you off your website, which I found through Google.
(c) An early reply would be greatly appreciated.
(d) We would be grateful for some information about the legal services that
your firm offers. In particular, we would like to know your experience
in dealing with disputes between com-panies involved in import/export
Paragraph order: 1.______ 2. _______ 3. _______4. ______

3. What would you write in these situations? Don’t forget phrases of

requesting information.
a) You wrote a letter to someone and they haven’t replied. You want to
know if they received the letter.
b) A businessman is going to your country. He wants you to get a visa
for him. You need all the details about his passport (his nationality,
date of birth, where his passport was is-sued, and when it expires).
c) You want to know about the same businessman’s flight (flight
number, date and time of arrival).

4. These requests are all mixed up. In each sentence put the words and
phrases in the correct order.
a) please / arrange / for ten o’clock / could / an appointment / you
b) we / send us / as soon as possible / would / if you / the goods / be
grateful / could
c) we / without delay / appreciate it / you could / pay our bill / would / if
d) confirm / please / you / are the same / could / your prices / that
e) we / exactly when / appreciate it / if you / would / could / tell us / you
will arrive

41
 5. What would you write in the following situations?
a) You have seen an advertisement in the newspaper for a post as office
manager. You want an application form.
b) The photocopier in your office has broken down. You want to have it
repaired quickly.
c) You have moved your office and you want the post office to forward
your letters to your new address.
d) You want the telephone company to put another telephone in your
office. You need it urgently.
e) You have written to a company and you want them to reply quickly.
6. You have been passed these letters. What would you write in reply?
(Apologise and give a reason. For phrases see the beginning of the unit)
Dear Sir
I am writing in connection with your advertisement in the Daily Observer
newspaper for a post as shop assistant.
Please could you send me the application forms?

Yours faithfully I found this letter in Peter

Miss R. Smith Brown’s desk (He is away ill).
It was sent 6 weeks
ago! ICM.

Dear Sirs
Order 285
I am writing with reference to the above order for stationary.
It is now three months since we delivered the goods to you. We would be
grateful if you could send us your payment without delay.

Yours faithfully We sent them a cheque 2

months ago but we sent it to
H. Wainmann the wrong address! ICM

42
 7. In each question, two of the sentences are appropriate to use in a
letter requesting information. Circle the letters of the two sentences.
Opening
a. We have learned from our supplier, Marcus Auto Parts, Inc., that you
are producing a new car radio.
b. What’s new?
c. In the September issue of Business Travel Express, you an-nounced
the opening of your new hotel.
Focus
a. For forty-five years, we have supplied schools around the world with
audiovisual equipment.
b. Our company is the leading distributer of electronic equip-ment.
c. We need no introduction.
Action
a. Would you please send me a copy of your latest price list?
b. If possible, I would like to have your catalog.
c. Send me something, please.
Conclusion
a. I appreciate your prompt attention to my request.
b. Could you send it quickly?
c. Thank you in advance for sending the brochures.

8. Study the task below and complete the letter by writing an

appropriate linking word or phrase in each space. Choose from the
words and phrases in the box.

Your company specializes in producing and exporting frozen food products

throughout Europe. You are looking for a new transport company to
distribute the products.

and at present and whether Finally Firstly and would

be interested to have
with reference to for example I would also like to know so that

43
 Dear Ms Budd,
I am writing 1……… your advertisement in Frozen World trade
journal 2……… further information about your company offers.
We are a producer of frozen food products based in Helsingor in Denmark
3……….we are looking for a new transport company to take regular
deliveries to different parts of Europe.
4………., could you tell me if you make deliveries to countries
outside the European Union – Russia, 5……..?
6………..how many lorries you have 7……….you are able to deal
with small cargoes which do not occupy a complete lorry.
8 ………., I would be grateful if you could give us a sample quota-
tion for a shipment of 40 tons of frozen fish from Helsingor to Vi-enna
9…….. we can have an idea of your prices.
I look forward to hearing from you.
Yours sincerely,

9. Fill in the gaps.

Dear Sir or Madam,

We … your advertisement in this month’s edition of “Lectron” and … like
to know … about the re-writable and recordable CDs.

We are a large music store in the centre of Poitiers.

… you tell us … the CDs are leading brand names, or made by small
independent companies? We … appreciate it if you can send us some
samples. If they are of the standard we require, we
… a substantial order. We would also like to know … you offer any trade
discounts.

Thanking you in advance,

P. Gerard
Manager

10. Study the following task and write a letter.

Last month, you replied to an advertisement in the newspaper and you
received this letter back.

44
 Dear Sir/Madam
Thank you for your recent letter, concerning the post as Sales Supervisor at
Excel Industries.
I am pleased to enclose the application forms that you requested. I would
be grateful if you could complete them and return them to me as soon as
possible.
If you have any further questions, please do not hesitate to con-tact me.
Yours faithfully
P Wang
P Wang (Mr)
Personnel Dept.
You have been ill so you could not reply immediately. You want some more
information about the post (holidays, working hours and starting salary).
Write a letter asking about these things. Fol-low this plan:
– thank Mr. Wang for his letter
– apologize for not replying before now
– say why you did not reply
– ask for further details
– close the letter
11. You are a major distributor of the following product. You are going
to write an e-mail requesting more informa-tion about the product.
Look through the table and decide what information to include.
Source Web site
Company Metia Mobile Technology
Product satellite phone
Model GBX 14
Availability now
Features weight? dimensions?
Price ?
Sales discount ?
Promotional information ?
Sales contact information Ms Jean Chin

45
 Do not forget the structure of a letter requesting information

Dear … (Sirs / Sir / Madam / Mr Smith / Mrs Smith / Miss Smith

/ Ms Smith)

Subject …

We are writing in connection with… . We are interested in … and we

would like to know … .

We would be grateful if you could give us some information about… .

We would (also) appreciate it if you could inform us as soon as possible.

We look forward to hearing from you.

Yours faithfully, (Yours sincerely)

Signature
Peter Ivanov
Manager / Personnel Officer / …

EXAM FOCUS
Exam Practice 1.
• In the office where you work, there is a problem with the computers.
• Write an email to Bob Hargreaves, the IT engineer at your company:
– saying which office you work in
– describing what is wrong with the computers
– requesting repairs as soon as possible.
To: to Bob Hargreaves
Subject: Computer problem

• Write 30–40 words.

46
 Exam Practice 2.
• Read this part of an advertisement for an exhibition.

FOOD EXHIBITION
BNY Conference Centre
Coventry, UK

18–20 November 2002

*Over one hundred companies represented*

*Thousands of dishes to try*

For further information about the event or to enquire about

having a stand at the show, write to the conference Organizer, Bill Watts at:
21B Sutton House, Coventry CV14HY. Or call: 024 76345534

• Write a letter to Bill Watts, the exhibition organizer:

– saying how you heard about the event
– giving him some information about your company
– requesting further details about the exhibition
– explaining why you are interested in having a stand at the show.
• Write 60–80 words.

Exam Practice 3.

• You work in the Marketing Department of your company. Your Head

of Department has given you an advertisement for a conference and
asked you to write a letter to the organ-izer. The letter will ask for
information about the conference and reserve places for the
conference.
• Look at the advertisement below on which your Head of De-partment
has already written some comments.
• Then, using all your handwritten comments, write your letter.
• Write 120–140 words.

47
 Exam Practice 4.
• The company you work for is expanding rapidly and is look-ing for
new premises. Your Managing Director is interested in Waterside
Industrial Park, and has asked you to write a letter to find out more
information.
• Read Waterside Industrial Park’s advertisement below, on which your
Managing Director has already made some notes.
• Then, using all your Managing Director’s handwritten notes, write
your letter to Rosemary Brown at Waterside Industrial Park.
• Write 120–140 words.

48
 Who would qualify?

Which other firms are in the area?

WATERSIDE INDUSTRIAL PARK

Sizes?

• A variety of large and small units available.

• Financial help available for many companies moving to the area.
• Excellent road and rail links with all parts of the country.
• Skilled labour force for manufacturing or service sector business.
Labour costs compared with
other areas?

For an information pack, please contact: Rosemary Brown

Waterside Industrial Park
Phone (11) 800 8866
Fax (11) 323 6644
Ask for this

For more practice go to ADDITIONAL EXAM PRACTICE Section at

the end of the book

49
 Unit 4. LETTERS OF APPLICATION

A formal letter of application is written when apply-ing for a

job or a place on an education course. A job application usually includes:
• educational/professional qualifications,
• details of previous experience,
• the applicant’s qualities and skills.
Previous experience should be presented in a clear order using linking words
such as: currently, before this, subsequently, prior to this, following,
whereupon, etc.

When you apply for a job, you need to send not only an application letter but
a CV (curriculum vitae) or a resume as well. A CV or a resume is a written
list that describes your education and the jobs you have had.
Structure of a Letter of Application
Introduction Paragraph 1
state reason(s) for writing (confirm that you wish to
apply and say where you learned about the job)

Main Body Paragraphs 2-3-4-5*

education & qualifications, previous experience, personal
qualities, suitability
(say why you are interested in the position and relate
your interests to those of the company; show that you can
contribute to the job by high-lighting your most relevant
skills and experience)

Conclusion Final Paragraph

closing remarks (indicate your willingness to at-tend an
interview (and possibly say when you would be free to
attend))

50
 USEFUL LANGUAGE
To begin letters:
• I am writing to apply for the post/position of … advertised in
yesterday’s …
• I am writing in connection with/with regard to the vacancy in your
Sales Department, as advertised in the Times on/of 14th October.
Experience/Qualifications:
• I am currently/At present I am employed/working as …
• I was employed as (position) by (company) from (date) to (date) …
• During this time, I held the position of …/was responsible for …/my
duties included …
• I have received training in …/completed an apprenticeship, etc …
• My qualifications include …/I am presently study-ing/attending a
course …
• I am due to take my final examinations in June …
• I have/hold/obtained/was awarded a degree/diploma/certifi-cate in …
• I have successfully/recently completed a course in (subject) at (place).
To end letters:
• I enclose/Please find enclosed my CV/reference from …
• I would appreciate a reply at your earliest convenience/as soon as
possible.
• I would be available for an interview at any time/until the end of
June/etc.
• I would be pleased/happy to supply you with any further in-
formation/details …
• Please contact me should you have any further ques-tions/queries.
PRACTICE
1. Fiona Scott decides to apply for the job at Patagonia. Study her CV
carefully to see how she has presented the

51
 information about herself. Where do you think each of the following
headings should be placed? Are CVs in your country presented
differently?
References Activities Personal Details
Education Skills Professional Experience

1. Personal Details
Fiona Scott
52 Hanover Street
Edinburg EH2 5LM
Scotland
Phone: 0131 449 02356
E-mail: fiona_scott@caledonia.net

2. ____________
1991–1992 London Chamber of Commerce and Industry
Diploma in Public Relations
1988–1991 University of London
BA (Honours) in Journalism and Media Studies
(Class II)
1981–1988 Broadfield School, Brighton
A levels in German (a), English (b), History (B),
and Geography (C)
3. ____________
1995 – present Public Relations Officer, Scottish Nature Trust
Responsible for researching and writing articles
on all aspects of the Trust’s activities and ensur-
ing their distribution to the press
Editor of the Trust’s monthly journal
In charge of relations with European environ-
mental agencies
1992–1995 Press Officer, Highlands Tourist Board
Preparation of promotional materials and bro-
chures
Co-ordination of media coverage
Summers of The Glasgow Tribune newspaper
1990 and 1991 Two three-month training periods as assistant
to the Sports Editor

52
 Arranging and conducting interviews Preparation of
articles covering local community sports events
4. _______________
IT
Languages
Additional

Office 2000 and Windows NT, Excel, Internet, Powerpoint Fluent

German and proficient in French Driving license (car and
motorcycle)
5. ______________

Cross-country skiing, rock climbing and swimming Ski

Instructor (grade II)
Secretary of the local branch of “Action”, an association organiz-ing sports
activities for disabled children
6. _______________

Geoffrey Williams Brenda Denholm Professor of

Journalism Sports Editor University of London
The Glasgow Tribune

2. Below you will find details from Fiona Scott’s letter of application.
Look at the outline of the letter on the left and indicate where the
information below should go.
1.
f

2.

3.

4.

53
 5.

6.

7.

8.

9.
Fiona Scott
10.

a. Although I am presently employed by a non-profit making

organization, it has always been my intention to work in a commercial
environment. I would particularly welcome the chance to work for
your company as I have long admired both the quality of the products
that it provides and its posi-tion as a defender of environmental
causes. As you will no-tice on my enclosed CV, the job you are
offering suits both my personal and professional interests.
b. I would be pleased to discuss my curriculum vitae with you in more
detail at an interview. In the meantime, please do not hesitate to
contact me if you require further information. I look forward to
hearing from you.
c. Dear Ms Baudoin
d. 8th January 2000
e. I am writing to apply for the position which has advertised last month
in The Independent.
f. 52 Hanover Street

g. Nathalia Baudoin
Patagonia Gmbh
Reitmorstrasse 50
8000 Munich 22
Germany
54
 h. My work experience has familiarized me with many of the challenges
involved in public relations today. I am sure that this, together with
my understanding of the needs and ex-pectations of sport and nature
enthusiasts, would be ex-tremely relevant to the position. Moreover,
as my mother is German, I am fluent in this language and would
definitely enjoy working in a German-speaking environment.
i. Fiona Scott
j. Yours sincerely

Refer back to her CV and letter of application. Do you think that Fiona
has a chance of getting the job? What are her strengths and
weaknesses?

3. Read the following cover letter and answer the questions. Dear Mrs.

Hastings,

I would like to apply for the vacancy advertised in the Guardian on 16 June
for a personal Assistant to the Sales Director.

As you will see from my CV, I am currently Personal Assistant to the Sales
Manager of a small engineering company. In addition to day-to-day
administration work, I represent the Sales Man-ager on some occasions and
am delegated to take certain policy decisions in his absence.

I speak good French and Italian, and use both languages in the course of
my work.

I am particularly interested in this post as I would like to become more

involved with an IT organization and am very familiar with many of your
software products.

If there is any further information you require, please contact me. I look
forward to hearing from you.

Yours sincerely,
Carol Brice (Ms)

55
 Questions:
1) What post is she applying for?
2) Where did the applicant see the advertisement?
3) What are her present duties?
4) What other information relevant to the post does she give?
5) What parts of the cover letter can you name: opening, focus, action,
and conclusion? Are any missing?

4. Read the following cover letter and number the para-graphs in the
right order.
Dear Mr. Freeman,

(a) I first became interested in finance and banking when I worked as an

administrative assistant at the Central Bank in my home city of Seoul in
South Korea. Although it was a temporary position which lasted for only
two months, it made me realize that finance was an area I would like to
work in.

(b) I would be available to come for an interview at any time.

(c) I am currently a trainee manager for a bank located in central

Manchester. This has been excellent experience for me, as it has introduced
me to the full range of banking activities. However, I have come to realize
that my main interest lies in finance rather that in the everyday
management of a bank.

(d) I am writing in response to your advertisement in the Times of 2 June

2010 regarding the post of Financial Adviser. Please find attached my CV
summarizing my education, qualifications and experience.

(e) I look forward to hearing from you.

Yours sincerely,
Sujin Lee

Paragraph order: 1______ 2______ 3______ 4______ 5______

56
5. Read this job advert and the cover letter. Then match headings a-c to
paragraphs 1–4 in the letter.
Greenacre Baby wear – Retail Administrator
To maximize sales through the effective management of stock – making
certain that there is consistently the required level of stock availability.
Must be highly organized, numerate, and have experience with stock
control systems and Excel.
To apply, please e-mail your CV and cover letter to Jane Tumer on
jtumer@greenacre.com

To: jtumer@greenacre.com
Subject: retail administrator position
Dear Ms. Tumor,
I am writing to apply for the position of Retail Administrator ad-vertised in
the Guardian today.
As you will see from my CV, I am presently employed as a sales assistant
for a fashion retailer. In my current role I am responsi-ble for ensuring that
my section of the store is well-stocked and beautifully presented and this
enables me to provide high levels of customer service. I particularly enjoy
managing stock levels and ensuring that the store operates to the maximum
possible level. I would relish the opportunity to work for Greenacre be-
cause of the company’s excellent reputation, commitment to eco-friendly
products, and forward-thinking approach.
I am well-organized, work well in a team, and have experience of
managing and ordering stock for my section using the company stock
control system. I have recently gained an IT qualification, so I am
proficient in a variety of programs. I am also highly nu-merate, achieving a
grade A for maths GCSE. I feel I would be a valuable to the team at
Greenacre.
I have attached my CV for your consideration and I am available for
interview at any time on Tuesdays. I look forward to hearing from you
soon.
Yours sincerely,
Georgina Adams

57
 a. Further action: ____
b. Reason for writing: ____
c. Why is the job good for me? ____
d. Why am I good for the job? ____

6. Make words from the jumbled letters and match them with the
definitions below.
a. DLOUETCIISN
b. CNYCAVA
c. MRCUCIRUUL TVIEA
d. EEREFRE
e. EPRESNONL
f. RACERE MYASURM
g. NOVCRIEG TERELT
1) Another word for appointment or post.
2) Short profile of the job applicant at the beginning of a CV.
3) Person who writes a reference.
4) Document describing a job applicant’s qualifications, work
experience and interests.
5) A job applicant may send this with a CV or application form.
6) Another word for human resources.
7) Application for a post that has not been advertised.

7. Complete these opening sentences for cover letters with prepositions

about, for, in, and on. Some prepositions will be used more than one
time.
1) I saw your advertisement … a customer service representa-tive … the
May 13 Herald Tribune.
2) I am applying … the position of administrative assistant announced
… the A-Way.com Web site.
3) … the Irongate.com Web site, I read … an opening … a re-ceptionist.
4) Your colleague, Jannie Qin, told me … the executive assis-tant
opening.

8. Choose the correct answer and fill in the correct prepo-sition.

1) I am writing applying/to apply for the position … Retail
Administrator.

58
 2) … my current role, I am responsible … ensuring/to ensure that…
3) I particularly enjoy managing/to manage stock levels and ensuring/to
ensure that …
4) I would relish the opportunity working/to work … Greanacre …
5) I have experience of managing/to manage and ordering/to order stock
… my section…
6) I look forward to hearing/to hear from you soon.

9. Look at this advice for writing a cover letter. Which statements do

you agree with?
1) Always write to a specific person and use their title and sur-name
(e.g. Dear Mr. Black).
2) Save yourself some time – write one cover letter and then change just
a couple of details and send it to a several poten-tial employers.
3) Write a long letter (two pages of A4) and give plenty of de-tails about
yourself.
4) Mention all you qualifications.
5) Compliment a company on its reputation or other factors about it.

10. Complete the sentences in this e-mail. Use the job ad-vertisement
and the words below.
Changi News
File clerk wanted. Must have high school degree. Send resume to
Mr. Paul Rook, Human Resource Director, e-mail:
paul_rook@changinews.com

applying forward part-time Sincerely attached interview

position

To: paul_rook@waratahcom
From: marie_smith@mai.ru
Subject: clerk position
Dear Mr. Rook,
I am (1) … for the position of file clerk that was advertised in the July 2nd
Changi News.

59
 I worked as a (2) … file clerk after school for three years. Now I am
looking for a full-time position. I have (3) … my resume, and I would like
to schedule an (4) … .

I will call you early next week to follow up on my application. I look (5) …
to discussing this (6) … with you.

(7) … yours, Marie

Smith (Ms).

11. Liu Shia saw this job advertisement on a web site and answered it.
She made ten errors. Find them and correct.
Address: http://www.JobsUnLtd.com
JobsUnLtd.com
Job Opportunities
Secretary. Candidates should be proficient in Microsoft Word and have
basic skills in Excel and PowerPoint. Some knowledge of Access and
Lotus Notes is a plus. Successful candidates will meet the firm’s standards
for typing (60 wpm) and other skills. E-mail your resume to
secy6433@JobsUnLtd.com.

To: secy6433@JobsUnLtd.com
Subject: Secretarial Positioning
Dear Recruiter!

I am responding for the secretarial vacancy posted on August 16 in your

web site.

I have been an executive secretary since five years. I also have trained
other secretaryes how to use word processing and ac-counting software? I
type over 90 wpm, and I am very organized. I have attached my resume to
this e-mail.

I will e- mail you next week to follow up on my apply. I look for-ward to

hear from you soon.

Sincere yours,
Liu Shia

60
 12. You are going to write a response to the following job
advertisement. Read it carefully, and think what you could put in each
part of your e-mail.
Receptionist
Entry-level position for receptionist in dynamic construction company. You
will enter data, greet customers, maintain data-base, and type memos.
Prefer individual with good communica-tion skills. Great compensation.
Apply today!

Job experience
Filing, General Office,
Data Entry

Additional Information
Salary: $9.00 to $12.00 per hour

Contact information
Account Executive,
myan@constructnow.com

13. Look at the job advert below. Work with a partner and de-cide what
information the cover letter would need to include.
DPY Media – Advertising Sales Executive
Renowned business-to-business media company requires ambi-tious,
results-driven Advertising Sales Executive to expand client base and build
on existing relationships with key clients. Edu-cated to degree level, you
will have a proven track record in ad-vertising sales and have excellent
negotiation skills.
To apply please e-mail your CV and cover letter to Robert Akers on
r_akers@dpymedia.com

14. Read the following job advertisement.

Personal Assistant to the Managing Director
We are looking for someone with fluent English and Italian, and preferably
another language such as French or German.
The applicant should have at least five years’ secretarial experi-ence,
preferably in international environment. The work includes

61
 the usual secretarial duties, customer liaison, and acting as an interpreter
for the Managing Director, both here and elsewhere in Europe. For an
application form, phone Paula Prentiss, the Personnel Manager, on (0124)
6814.

International Publishing Ltd

Carla Giuliani has decided to apply for the post of Personal Assistant to
the Managing Director at International Pub-lishing Ltd. She has
completed the application form below. Using information from the job
advertisement and the ap-plication form, write Carla’s cover letter.
Remember to say:
• what job you are applying for
• why you would be suitable for the job, and why you are in-terested in
it.
International Publishing Ltd
60 Girton Street, Cambridge CB3 2EU

APPLICATION FORM
Surname Giuliani
Forename Carla
Address 114 Elsewere Walk, London NW3 1PD
Age 28
Date of birth 4 January 19___
Qualifications Degree in English and French (Universita di Genova)
Secretarial Diploma (Pitman College, London)
Experience 20__ – 20__ Secretary to Area Manager (N. Italy),
Morgan Brice Ltd
20__–20__ PA to Sales Director, Morgan Brice Ltd
Languages Italian (mother tongue), English, French, German Office skills
Typing 60 wpm
Shorthand 85 wpm
Familiar with Word, including spreadsheets
Hobbies
and interests Tennis, swimming, horse-riding, cinema
Signature Carla Giuliani
Date 19 May 20__

62
 EXAM FOCUS

Exam Practice 1.
• You recently saw an advertisement for a part-time job on the bulletin
board of your college and have decided to apply. Read the advertisement
and your notes carefully. Then, write a letter of application, giving all the
necessary information.

Part-Time Shop Assistant

Busy bookshop is looking for a friendly, hard-working (a) Part-Time Shop
Assistant for weekends and late night shopping. Love of books (b) is
essential. Applicants must be on A-level course (c). Previous sales
experience (d) is an advantage.

Apply in writing to:

Robinson’s Bookstore,
112 Signet Avenue, Leeds

a) Yes, everyone says so.

b) Enjoy reading.
c) Yes, taking A-level course at Layton College.
d) No sales experience but worked in town library / help out in school
library twice a week.

63
 Unit 5. LETTERS OF COMPLAINT

A formal letter of complaint is written to complain about a

problem which has arisen (e.g. faulty merchandise, rude staff, inaccurate
information, etc). It should explain the reasons for the complaint, and usually
includes a suggestion/request/demand concerning what should be done (e.g.
refund, compensation, etc).
Mild or strong language can be used depending on the writer’s feelings and
the seriousness of the complaint, but abusive lan-guage must never be used.
Mild complaint:
e.g.
I am writing to complain about a factual error in yesterday’s newspaper.
I hope that you will give this matter your prompt attention.
Strong Complaint:
e.g.
I am writing to express my strong disapproval concerning the offensive
behaviour of an employee at your company’s Winches-ter Road branch.
I demand a full, written apology or I will be forced to take legal action.

The nature of the complaint should be clearly stated in the first

paragraph. Each aspect of the topic should be presented in a separate
paragraph containing a clear topic sentence. Each com-plaint should be
supported by clear justification.

Structure of a Letter of Complaint

Introduction Paragraph 1
state reason(s) for writing

64
 Main Body Paragraphs 2-3*
state complaint(s) with justification

Paragraphs 4-5*
suggest what should be done

Conclusion Final Paragraph

closing remarks

USEFUL LANGUAGE

To begin letters:
Mild complaint
• I am writing to | complain about/ draw your attention to (the problem
of) …
| express my disappointment/dissatis-faction
with …
Strong complaint
• I am writing to express my annoyance/extreme dissatisfac-tion with /
anger at / protest about
• I regret to / feel I must inform you how appalled / shocked I was …
To end letters:
Mild complaint
• I hope / trust this matter will | be dealt with /resolved as soon as
possible.
| receive your immediate
attention.
| not be treated lightly.
• I feel that you should … / I am entitled to compensation/ a refund/ a
replacement.
Strong complaint
• I (must) insist on …/insist (that)/demand …/warn you that …
• Unless this matter is resolved …/Unless satisfactory com-pensation is
offered …

65
 • I will have no choice but to/I will be forced to take further/ legal
action.

Making a point:
• I should like to draw your attention to (the fact that) …
• I should like to point out that …
• I should like to remind you that …
• I hope that it is not necessary to remind you that …

PRACTICE
1. Look at the different elements of a model e-mail of com-plaint. What
are they?
To: rowanda_fisher@newtech.com
From: hpark@wilsco.net.ca
Sub: returns
Dear Ms Fisher,
In a recent shipment from New Tech Answers, there were two problems:
we received the wrong manuals and our account was incorrectly billed.
On April 1, we placed the following order: one copy of TM-0053-3 and
one copy of TM -0056-7. On May 7, we received two copies of TM- 0035-
3. We did not receive TM-0053-3 or TM- 0056-7.
We are returning – under separate cover – the two copies of TM-0035-3.
Please send us the (2) manuals that we ordered. Also, please cor-rect our
account, no. 594 –NT. The invoice was for US $32.50 (thirty-two United
States dollars and fifty cents). The correct in-voice total should be Can
$32.50 (thirty-two Canadian dollars and fifty cents), or, at today’s
exchange rate, US $22.18 (twenty-two United Sates dollars and eighteen
cents). A copy of the in-voice is attached.
Thank you for your attention to this matter.
Cordially yours,
Holly Park
Purchasing Supervisor

66
 2. Read this e-mail of complaint and answer the questions. Dear Sig.
Causio,
I am writing to you to complain about the shipment of sweaters we
received yesterday against the order No. 14478.
The boxes in which the sweaters were packed were damaged, and looked as
if they had been broken open in transit. From your in-voice No. 18871 we
estimate that thirty garments have been sto-len, to the value of $550.00.
Because of rummaging in the boxes, quite a few other garments were
crushed or stained and cannot be sold as new articles in our shops.
You will find a list of the damaged and missing articles attached, and the
consignment will be put to one side until we receive your instructions.
As the sale was on CIF basis and the forwarding company were your
agents, we suggest you contact them with regard to com-pensation.
Yours sincerely,
Peter Crane
Chief Buyer

Questions:
1) How did the damage occur?
2) Why can’t many of the garments be sold?
3) Why does Mr. Crane suggest that Mr. Causio has to deal with
compensation?
4) What is attached to the e-mail?
5) What does Mr. Crane intend to do with the damaged con-signment?
6) Which words in the e-mail have a similar meaning to the fol-lowing?
a. during transportation
b. assess
c. get in touch with

67
 3. Read these e-mails of complaint and number the para-graphs in the
right order. Is it a mild or a strong complaint? Justify your answer.
Dear Sir/Madam,
(a) Firstly, I feel I was overcharged for the tickets. I purchased two tickets
from your ticket agency at the full price of $20 each a month before the
concert. I was therefore shocked to discover that the same tickets were
being sold for $10 each at the door on the day of the concert.
Furthermore, the published programme was misleading.
(b) I feel that you should, at the very least, refund the sum of $40 I paid for
the tickets.
(c) You will understand that I’m very disappointed with the state of affairs.
(d) I am writing with regard to the Crazy Horses concert at Tor-ford Town
Hall which I attended on 13th March.
(e) I look forward to receiving your prompt reply concerning this matter.
Yours faithfully,
Helen Hunt (Mrs)
Paragraph order: 1.___ 2.___ 3.___ 4.___ 5.___
Dear Sirs,
(a) We would like to be refunded for their full purchase price plus shipping
expenses.
(b) On March 1, we ordered and subsequently received on e case of handsaws,
model 88b. We paid for the order with our check no. 7293, a photocopy of
which is enclosed. We have now had the saws on our selling floor for three
weeks, and already six have been returned with broken teeth by extremely
dissatisfied customers.
(c) At present your failure to deliver saws of good quality greatly worries
us.
We are therefore returning the entire order of 88b saws.
Yours faithfully,
Jack Patterson
Customers Relations
Paragraph order: 1._____ 2.______ 3.______

68
 Dear Mr. Shipwell,
(a) We trust that this situation does not indicate a decline in your service
standards and that the radios will be replaced imme-diately.
(b) With order number TF261, five of the radios we ordered were damaged
on arrival and with order number ZH 679, two were missing from our
order of 30. Please note that we have still not received replacements for
the damaged radios.
(c) We have been regular customers of Digital Supplies for some years and have
been generally satisfied with the service you offer. However, the last two
deliveries have proved very unsatisfactory.
Yours sincerely,
Maria Greco
Sales and Marketing Director
Paragraph: 1._____ 2.______ 3._______

4. Read the extracts. What tone has the writer used in each
– mild or strong?
1) I must insist on a full refund immediately or I shall be forced to take
the matter further.
2) I am writing about ZXF camera I recently purchased from your
company. I am afraid the enclosed product does not work.
3) I would appreciate if the credit card could be replaced as soon as
possible.
4) I wish to inform you that I was deeply offended by the rude-ness of
one of your shop assistants.

5. Read the instructions below and openings and conclu-sions from e-

mails of complaint. Then match the openings and conclusions and say
whether the language in each pair is mild, strong or abusive.

You recently travelled by coach and were very disappointed with the
service provided by the staff, and the delays you en-countered. Write an
e-mail to the company to complain and to demand compensation.

69
 Beginnings …
1 I am writing to express my
total dissatisfaction with the
appalling service I experi-
enced on one of your coaches
from Cardiff to Coventry on
24th May.
2 I am writing to complain
about the poor quality of the
service I experienced on one
of your coaches from Cardiff
to Coventry on 24th May.
3 I am writing to draw your
attention (if you have any,
which I doubt) to the fact
that the staff who “served”
us on your Cardiff-to-
Coventry coach on 24th May
are incompetent, idle fools.
…Endings
A. I hope that you will look into
this situation as a matter of
some urgency, and that the
service offered by your com-
pany will improve.
B. Organize your pitiful com-
pany efficiently and stop
cheating the public by charg-
ing outrageous prices for
fifth-rate service.
C. I insist that my wife and I
receive a full refund of the
price of our tickets, and
must warn you that unless
this matter is resolved at
once I will not hesitate to
take legal action.

6. Read the instructions and the model letter below and identify the
tone mild or strong.
You and your group of friends rented the holiday apart-ment in the
advertisement below for a week. However there were a number of
problems and you left after just three days. You have decided to write
a letter of com-plaint to the agency you rented the apartment from.

Beautiful Beach-Front Apartment To Rent Spacious apartment 50 meters

from sandy beach. Three bedrooms, well-equipped kitchen. Large balcony
with great view. Good value

Dear Sir
I am writing to complain about the holiday apartment I rented from you
on 15th August. I believe your advertisement was mis-leading in a number
of ways.

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 Firstly, the apartment was by no means spacious. The rooms were cramped and
there was very little storage space. Also, the distance from the beach was in fact
ten times farther than you claimed.
Furthermore, the balcony railing was broken. This was quite dangerous
and could have caused an accident. In addition, it overlooked an
unattractive car park in contrast to the 'great view' you advertised. Finally,
the kitchen was poorly equipped and a lot of essential items were missing,
such as plates and saucepans. Consequently, I felt I could not stay any
longer and returned home after three days.
As you can imagine, I am quite disappointed. I feel I am enti-tled to a partial
refund in addition to an apology for the incon-venience caused. I look
forward to receiving a prompt reply.
Yours faithfully,
Sandra Folkestone
Sandra Folkestone
6.1. Replace the phrases in bold in the model letter with ones from
below to change the tone of the letter.
• I am extremely upset
• I insist that this matter be dealt with promptly
• to express my extreme dissatisfaction with
• extremely hazardous
• I refused to remain
• I demand
• for the annoyance and discomfort I suffered
• totally inaccurate
6.2. Read the following sentences and identify the tone used in each one.
Then, rewrite the sentences, using a different tone.
1) I demand a full refund at once, or shall be forced to take the matter
further.
2) I am writing in connection with a faulty appliance which I recently
purchased from your store.
3) I am writing to express my total dissatisfaction with the ap-palling
service I received from your staff.
4) I wish to make a serious complain regarding your inefficient staff.
71
 5) I would appreciate it if you could look into this matter as soon as
possible.
6) I would like to complain about the poor quality of service I recently
received from your company.

7. Match sentences (a-d) together with sentences (e-h) to make four

separate complaints. Use the information in the table.
To make a mild complaint you can:
– say that, unfortunately, something is wrong,
e.g. “Unfortunately, we have not yet received the filing cabinets.”
– request some action.
e.g. “ Please could you |
We would be grateful if you could | deliver them soon.”
We would appreciate it if you could |
a) Unfortunately, one of the machines you sent us was damaged.
b) Unfortunately, we have not yet received your payment.
c) Unfortunately, your driver took the goods to the wrong place.
d) Unfortunately, you forgot to mention the cost of your products.
e) Please could you send us your cheque before 30 June.
f) We would be grateful if you could send us a replacement.
g) We would appreciate it if you could collect them and bring them to
our offices.
h) Please could you send your price list as soon as possible.

8. What would you write in these situations? In each case, decide what
action you want the company or organization to take. Follow the
example.
a) A company has sent you a bill for the wrong goods.
e.g. Unfortunately you sent us a bill for the wrong goods. Please
could you send us a correct bill as soon as possible.
b) Your new photocopier has broken down. You have to write to the
company who sold it to you.
c) A temporary secretary does not speak English. You have to write to
the agency who sent her to you.
d) You keep receiving letters for someone else. You have to write to the
post office.

72
 9. You have been passed these messages. What will you write? Use the
phrases of making a point (see the beginning of the unit).
A.
From: S. Patel
Date: 8/10
Terry Spencer keeps parking his car in front of the main door.
I have told him before that this space is reserved for the Managing
Director. Can you tell him again?

Inter – Office Memo

From: RJR To: DA Date: 9/10
Muriel McIver arrives half an hour late for work every day. (She should
start at 9.30)
We now need to give her a written reminder.
Please can you write to her?

Steve,
The photocopier has broken down again. Can you send them an email?
This is the third time it has broken down this month. The last time, they
promised it wouldn’t happen again.
A.

10. What warnings would you give these people? Use the phrases in the
table.

Unless …., We will be forced to …

If … (not) …,

a) a company that has not paid your bill

b) another company that is using your company’s car
park
c) an employee who always arrives late for work
d) a builder who has left a lot of tools in your office

11. The letters below are mixed up. Put the sentences in the correct order
and divide each one into three paragraphs. Don’t forget the phrases of
making a strong complaint.

73
 To make a strong complaint, you can:
– say exactly what is wrong
It is now over nine months since we placed this order and we are still
waiting for the cabinets.

– make a point connected with this

I should like to point out that we have already paid for these cabinets.

– demand immediate action

We must insist, therefore, that you deliver them immediately.

If you think that it is necessary, you can also:

– give a warning
Unless we hear from you within seven days, we will take legal action.

1.
Dear Sir or Madam
A. I hope it is not necessary to remind you that this is the second time I
have complained about your employees.
B. If you are unable to do this, we will be forced to cancel your contract
with us.
C. I am writing in connection with your contract to clean our of-fices.
D. I must insist, therefore, that you take immediate action to improve the
quality of your services.
E. Twice this week, I have found your workers asleep when they should
be working.

Yours faithfully
H.J. Wilson
H.J. Wilson
Senior Administrator

74
 Dear Sir or Madam
A. We booked and paid for a quarter-page advertisement on the front page
of the Friday edition of your newspaper.
B. I am writing to complain about our advertisement which ap-peared in
your newspaper on 10 July.
C. I would like to remind you that this is the third time it has happened.
D. If you do not do this, we will be forced to take all our advertis-ing
business to one of your competitors.
E. As we are regular advertisers in your newspapers, I must in-sist that
you repeat the advertisement this Saturday, on the front page, free of
charge.
F. However, the advertisement did not appear until Saturday, and only on
page 4.
Yours faithfully
Daniel Thomas
Mr Daniel Thomas
Public Relations

12. Complete the sentences in this e-mail. Use the words below.
correct incorrect missing receiving cover invoice order
returning
Dear Mr. Kindlet,
On October 15, we placed an (1) … for an Amsta 3245 telephone. We
received the following: one telephone without a handset, a headset we did
not order, and an (2) … invoice.
I am (3) … the headset – under separate (4) … – to you by over-night mail.
Please send the (5) … handset. Also, please (6) … the invoice, and send a
new one. We did not order a headset, yet we received one and were charged
for two!
I appreciate your making the adjustments to our (7) … and look forward to
(8) … the handset.
Sincerely yours,
Marian Godal
Purchasing Department
75
 13. Lorinda Sanchez sent an e-mail of complaint about an incorrect
order. There are ten places where she made mis-takes. Correct the
mistakes.
Dear Mr. Ali,
We were disappointing to receive your delivery of August 6. None of the
items where what we ordered.
We did not sign for the Shipment, and we asked the shipping firm to back
take the goods.
We had ordered the following – one (10) walnut computer desks, three (3)
walnut bookcases, and two (2) executive office chairs. We are receiving
four (4) file cabinets and an oak bookcase with-out the shelves.
Maybe someone else received ours furniture? Please sort this out quick, yet
send our furniture here asap.
Thank you to assisting us with this problem.
Sincerely yours,
Lorinda Sanchez
Purchasing Supervisor

14. The accountant in your office has just passed you this invoice and
note.
11-4-67 Nishiyami-dai Sayama-cho Osaka-Fu 288 Japan Invoice
No. 5654 AH Contact M. Onaka Date 13 June 2006 1 MX3
(including freight and insurance)
US $17, 562
Total $17,562

We received this photocopier yesterday. It is NOT the pho-tocopier we

ordered. This one costs twice as much. M

Write a full letter to Minachi complaining about the photocopier.

Remember to:
– Dear Mr/Ms Onaka
– Put a subject heading.
– Say what you are writing about. Explain that it is not the
photocopier that you ordered.
76
 – Ask them to collect it and deliver the correct one.
– Close the letter.
15. You work at Central Business Consultants, 16 Hyde Towers, Hong
Kong. The people who rent the offices next to you play very loud music
all day, every day, even though the contract says that “music is not
allowed”. It is impossible for you to work. Write a full letter to them,
making a strong complaint. Follow this plan:
• say what you are writing about (the noise from their offices)
• say exactly what is wrong
• make a point connected with this (the contract)
• demand immediate action
• give them a warning (you will contact the landlord).

16. Recently, you booked your staff into a hotel you have used for a
number of years, but on this occasion there were some problems. You
are going to write a letter of complaint and ask for a refund. Read an
extract from the itinerary, the fax you originally sent and some notes
you have made. Although you and your staff have used the hotel, you
have never met the hotel manager. What style will you write in?
Itinerary
Thursday 14th July. Overnight stay at Chequers
Hotel, Ely Friday 15th. Attend “New Directions”
Conference at Ely Conference Centre
FAX 30th June
From: Management International
To: Hotel Manager, Chequers Hotel
I would like to reserve single rooms for eight of our staff for the night of
14th July. We will be arriving at 2 pm and will need three car parking
spaces. We also request adjoining rooms because our team have to work
together to prepare for a conference they are attending. Please note that all
rooms should be non-smoking.

Problems with hotel

– no parking spaces – had to park at nearby public car park. Very
expensive!

77
 – no adjoining rooms – everyone on different floor AND lift out of order.
– rooms not ready at 2 pm.
– 2 rooms not prop. cleaned; 1 air con. not working! 1 placed on smoking
corridor.
– “short-staffed”; nothing we can do! – Receptionist rude.
EXAM FOCUS
Exam Practice 1.
• You recently attended a one-day training course on health and safety.
You were disappointed with the course and you have decided to write a
letter of complaint to the training company.
• Read the advertisement below, which gives details of the course. You have
already made some notes on the advertisement.
• Then, using all your handwritten notes, write your letter to Moira
Geddings at GBG Certification Services.
• Write 120–140 words.

78
 Unit 6. REMINDER (COLLECTION) LETTERS

A reminder letter is a letter that asks if a client has forgotten to

pay a bill.

The first request should take the form of a polite enquiry. There may be a
number of reasons for not paying the account if the bal-ance is overdue: they
may not have received your statement; they may have sent a check which
has been lost; or they may have just overlooked.

But if they acknowledge your request but still do not pay, or do not answer
at all, then you can make a second request. State that you have not received
payment, if this was promised in the reply, or that no reply has been
received. Insist that you receive payment or an answer within a certain
reasonable time.

The last is the third request or final demand. Explain that you have been
patient. Let the customer know what you are going to do, for example, if
necessary threaten legal action if the account is not paid within a specified
period.

When dealing with payment the following phrases are used: Invoices – are
records of transactions as well as requests for pay-ment. An invoice may be
accompanied by a short covering letter. Statements of account – are sent
monthly or quarterly, and include details of all transactions within the
period.
Notice the words clear and settle (an account) are used rather than pay.

Structure of a Reminder Letter

Introduction Paragraph 1
state reason(s) for writing

79
 Main Body Paragraphs 2-3*
identify the missing payment(s)
give details about payment(s)
Paragraphs 4-5*
review future action
Conclusion Final Paragraph
closing remarks (be positive about the business
relationship)

USEFUL LANGUAGE
To begin letters:
• We are writing concerning the outstanding October account for
$3,567.63 (copy attached), which should have been cleared last
month.
• Your account balance of … was due …
• We think you may have overlooked invoice No.5A 1910 for $351.95
(see copy) which was due last month.
• We e-mailed you on 3 March concerning our January state-ment,
which is still outstanding. Attached you will find a copy of the
statement and our letter.
• This is the second reminder I have sent you with regard to your March
account which has not yet been cleared.
• We have written you two e-mails/letters, dated 21 Septem-ber and 19
October, and have sent copies of the outstanding invoices with them,
but have not received either a reply or remittance.
• I wrote to you twice, on 8 May and 4 June, concerning your balance
of $15, 934.00 which has been outstanding since April, but as yet
have not received a reply.

To end letters:
• Please remit payment …
• Please could you contact us and let us know why the balance has not
been paid?
• If payment has already been sent, please disregard this payment.

80
 • We must now insist that you clear this account within the next seven
days, or at least offer an explanation for not clearing it.
• I would appreciate receiving your remittance by return.
• We feel that you have been given sufficient time to clear this balance
and now insist on payment within the next ten days.
• We were disappointed that you didn’t bother to reply to ei-ther of our
letters/e-mails asking you to clear your account, and you have left us
with no alternative but to take legal ac-tion.
• We are giving you a further seven days to send your remit-tance after
which we will hand over the matter to our solicitors.

To close letters:
• We look forward to continuing our valuable relationship with …
• Our business relations have always been good therefore I hope you
will settle this matter.
• We trust you will now see to this matter without further delay.

PRACTICE
1. Look at the different elements of a model reminder e-mail. What are
they?
Dear Mr. Lana,
Your account balance of $2,456 for the invoice dated May 30 was due on
June 30.
All payments are due, in full, within 30 days of receiving an in-voice.
Please remit payment no later than August 31.
We look forward to continuing our valuable relationship with Maltech.
Sincerely yours,
Safiah Caffey
Accountant

81
2. Read a reminder email and answer the questions. Dear Mr.
Theopolis,
We wrote to you on two occasions, 21 October and 14 November,
concerning the account No. TYG 99014, which now has an out-standing
balance of $3,541.46 and is made up of the copy invoices attached.
We have waited three months for either a reply to explain why the balance
has not been cleared, or a remittance, but have re-ceived neither.
We are reluctant to take legal action to recover the amount, but you leave
us no alternative. Unless we receive your remittance within the next ten
days, we will instruct our solicitors to start proceedings.
Yours sincerely,
J.Millar (Mrs)
Chief Accountant

Questions:
1) Is it the first/second/third request?
2) What is attached to the e-mail?
3) How long has the balance remained unpaid?
4) Does the company plan to take legal action against their client?
5) What phrase is used which has a similar meaning to take le-gal
action?

3. Read the emails below. Which is the:

first reminder … second reminder … third reminder … final re-minder …
Email 1
Following my emails of (DATES) I must inform you that we have still not
received payment for the outstanding sum of $4,500. Unless we receive
payment within seven days we shall have no alternative but to take legal
action to recover the money.
In the meantime, your existing credit facilities have been sus-pended.
82
 Email 2
I wish to draw your attention to my previous emails of (DATES) about the
overdue payment on your account. We are very con-cerned that the matter
has not yet received your attention.
Clearly, this situation cannot be allowed to continue, and we must urge you
to take immediate action to settle your account.
Email 3
According to our records, the sum of $4,500 is still outstanding on your
account.
We trust that our service was to your satisfaction, and we would appreciate
your cooperation in resolving this matter as soon as possible.
Email 4
On (DATES) I wrote to you regarding your company’s unpaid ac-count,
amounting to $4,500.
May we please remind you that this amount is still outstanding. We would
be grateful to receive a bank transfer in full settlement without further
delay.

4. Read extracts A-C and find out:

1) who is writing to whom.
2) any terms and conditions connected with the supply.
3) which one is from a first letter of reminder, a second letter of
reminder and revised invoice, a final demand for payment.
Why do you think the invoice is still unpaid? How could the sup-plier have
protected itself?
A
I am writing to you regarding our invoice JAC/638. According to our records
the invoice, which fell due last Friday, is still out-standing. We feel sure that
this is a simple oversight on your part.
As you will remember, we offered you 10 % discount on condition that you
paid our invoice within thirty days. Therefore, unless we receive payment
within five working days we shall be obliged to issue a new invoice for the
full amount of the goods supplied. We look forward to receiving your
remittance.

83
 If, in the meantime, you have already settled the original invoice please
disregard this letter.
B
I am writing to you once again concerning the above invoice which
remains outstanding. We have received no reply to our previous requests
for payment dated 12 July and 19 July.
On purchasing the equipment you benefited from a 10% discount on our
list price on condition that you undertook to settle within thirty days of
receipt of our invoice. However, as of today, your account is ninety days in
arrears.
As a gesture of goodwill I am prepared to give you a final opportu-nity to settle
your account. However, unless we receive full payment within the next seven
days, we will initiate proceedings to recover the debt, which will involve you in
considerable legal costs.

C
I am writing once again regarding payment of our invoice which is now six
weeks overdue. Both our original letter and letter of reminder have gone
unanswered. However, if you are experienc-ing difficulty in paying your
account, please contact me so that we may discuss alternative ways of
settling it.
Under the terms of our contract you promised to clear the original invoice
within thirty days. We supplied you with goods in good faith and are
disappointed that you have not respected your side of the agreement.
Accordingly, we have issued a new invoice for the full amount. We trust that
you will give this matter your immediate attention and hope to hear from you
within five working days.

5. Read the above extracts again.

Find the words and expressions which mean:

• became payable …
• a mistake by forgetting to do something …
• take no notice …
• agreed/promised …
• begin legal action to get our money back …
• proof of my good intention …

84
 • kept your part of the deal …
• sincerely believe …
• the subject under discussion …
Which deal with the idea of:
• being late?
• paying?
• contract conditions?

6. Read these reminder letters and number the paragraphs in the right
order.
The first reminder
Dear Ms. Brown,
(a) All payments are due within 30 days of receiving an invoice.
(b) If your payment and my e-mail have crossed, please excuse this
reminder.
(c) We have always received your payment punctually. However,
according to our records, your invoice No. 232 for $6500 has not been
paid. I am attaching a copy of it. Could you please pay the outstanding
amount?
Yours sincerely,
L. Smith
Accountant
Paragraph order: 1______ 2______ 3______
The second reminder
Dear Ms. Brown,
(a) No doubt there is some good reason for the delay in payment. I would,
however, like to know why you have neither given us an explanation
nor settled the invoice.
(b) I e-mailed you on 15 September to remind you that you have not paid
invoice № 232, which is now three months overdue.
(c) We must now ask you to settle the invoice without delay.
Yours sincerely,
L. Smith
Accounant
Paragraph order: 1______ 2______ 3______

85
 The third reminder
Dear Ms. Brown,
(a) We have sent you two reminders concerning the payment of your
outstanding invoice No. 232. We have neither received your remittance
nor any explanation why the invoice has not been paid.
(b) Unless the amount due is paid or an explanation received by 30
November 200x, we have no option but to take legal action to recover
the debt.
(c) I am sure you will agree that we have been patient. However, we cannot
allow the invoice to remain unpaid.
Your sincerely,
L. Smith
Acountant
Paragraph order: 1______ 2______ 3______

7. Make complete sentences by using one phrase from each column. The
first one has been done for you.
e.g. I wish to draw your attention to my two previous emails.
1. I wish to draw an overdue payment to continue.
2. There is be allowed to my two previous emails.
3. We are concerned that your attention to recover the money.
4. This situation cannot the matter has not yet on your account.
5. We must urge you to take your cooperation received your attention.
6. We have still not but to take legal action the outstanding sum.
7. We shall have no alternative received payment for in resolving this matter.
8. We would appreciate immediate action to settle your account.

Note: overdue and outstanding both mean “not yet paid”; to settle means
“to pay the money you owe”.

8. Study the following table and do the exercise.

Business tips Reminder e-mails

Time expressions
The time expressions no later than, by, on, and within are close in meaning. It
is important to use the correct expression so readers understand what they have
to do. Look at the explanations below.

86
 No later than August 31 means payment can be received at any time but
must be received by that specific date.
By August 31 means payment can be received at any time but must be
received by that specific date.
On August 31 means payment is due on that specific date. Within the month
of August means payment can be received any time during that month but
must be received before the month ends.

Articles
The words the, a, and an are articles. Use the to refer to some-thing
specific; use a and an to refer to something in general or unknown. Look at
the examples below.
Your account balance of $2,456 for the invoice dated May 30 was due on
June 30.
All payments are due, in full, within 30 days of receiving an invoice.

Choose the words that best complete the sentences.

a. We expect payment by/within May 31.
b. Invoices are sent on/no later than 14 days after we ship the order.
c. The check should be there on/within the week.
d. We will turn this matter over to a collection agency on/within March
3rd if we have not heard from you.
e. Please contact me by/on the end of the week to discuss this matter.
f. We sent your first invoice by/on April 22nd.
g. This is a/the fourth reminder we have sent.
h. An/The amount of $5,699 is still due on this account.
i. We look forward to serving you in a/the future.
j. We received an/the empty envelope from your accounting
department.
k. We must receive payment by the end of a/the week.
l. At this point, a\the partial payment would be better than no payment
at all.

9. Match the pieces, as in the example, to form words which commonly

appear in letters to do with bills.
e.g. settle + ment

87
 will mittance over
voice re
out rears in
due ment
take under sight
standing pay
over ar good

10. Tick (٧) the most polite form, a) or b). The first reminder should be
polite and impersonal.
1 a) This invoice should be paid immediately. …
b) You must pay this invoice immediately. …
2 a) You have not paid invoice JK387. …
b) We note from our records that invoice JK387 has not been paid. …
3 a) This outstanding balance is now overdue. …
b) Your outstanding balance is now overdue. …
4 a) Please send a bank transfer to clear this amount. …
b) Please send a bank transfer to clear this amount. If you have
already dealt with this matter, then please disregard this email. …

11. Complete the sentences in this e-mail. Use the words below.
accountant credit in full payment
balance due invoice reminder
Dear Ms. Keeler,
Your account (1) … of $136.99 for (2) … number 1990-321 was (3) … on
September 4.
All accounts are due, (4) … , within 30 days.
This is your second (5) … . Please remit (6) … immediately.
We hope to help you maintain your excellent (7) … with Tyman
Construction.
Sincerely yours,
Abdul Aziz
(8) …

88
12. Alejandro Comar sent a reminder e-mail about a late payment. He
made ten errors. Find the errors and write the correct word or
punctuation.
Subject: final reminder
Dear Mr. Augustine,
A balance of $1,456 for invoice number 4332-50 was due within June 30.
As you know, all accounts are dues within 30 days.
This is a fifth reminder that we have sent you regarding this in-voice.
However, we have not receiving payment or any communi-cation from you
about this matter.
At this point, we regret that we must turn over this claim to the collection
agency. This agency will contact you on the end of the month.
We know you are the valued client, and we look forward to settle this
account immediately.
Goodbye,
Alejandro Comar
Senior Accountant

13. Choose the best words from the options in brackets in this e-mail
requesting payment.
Subject: request for payment
Dear Mr. Janssen,
We wrote to you on 25 March concerning the above (1) … (ac-count/bill)
for $2,700.00 which has now been outstanding (2) … (for, since, about)
three months. When we agreed to offer you credit facilities we pointed out
that it was essential to (3) … (pay, clear, handle) accounts (4) … (in, at, on)
the exact date, particu-larly as we generally do not (5) … (supply, present,
offer) credit terms.
As you realize, delayed payments can create problems for us (6)
… (by, to, with) our own suppliers, therefore we would appreciate it if you
could either let us know why the (7) … (balance, credit,

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payment) has not been paid, or let us have a remittance (8) … (within, for,
during) the next ten days.
We would be grateful if this could receive your immediate attention.

Yours sincerely,
Helen Stuart
Chief Accountant

14. Complete the emails with the phrases from the box.
concerning a payment forward the payment further delay have still not
received
now two months overdue shall have no alternative should have been
cleared
the outstanding sum to settle your account
First reminder
We are writing to you (1) … of $12,600 for invoice number KJ678 which
is now overdue. A copy of the invoice is attached.
This amount (2) … by the end of last month. Please send a bank transfer
(3) … , or an explanation of why the balance is still out-standing. If you
have already dealt with this matter, please dis-regard this email.
Second reminder
With reference to my email of 21 March, I must inform you that we (4) …
payment to clear the balance on your account. I am sure you are aware that
late payments create problems for us. We would appreciate payment of (5)
… without (6) … .
If you have any queries on this matter, please do not hesitate to contact me.
Thank you for your cooperation.
Final demand
I wrote to you on 21 March and 7 April regarding the balance of $12,600
on your account. I attach copies of both emails. This sum is (7) … . We are
very concerned that the matter has not yet re-ceived your attention. Please
(8) … within seven days.
If we do not receive payment from you, we (9) … but to take legal action
to recover the full amount.

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 15. Complete this e-mail with your own words.
Dear Mr. Carsons,
(1) … to our records payment of your (2) … No. 3876, sent to you in April,
has not been made.
As specified in all our estimates and invoices our terms of (3) … are 30
days. Your invoice has now been (4) … for 90 days. In the case of
unsettled debt of this duration it is our company policy to take (5) … … .
We would naturally prefer not to have to go so far. Would you please send
us a check by return? In case you have lost or mislaid the original I am (6)
… a copy of your invoice.
We look forward to receiving your payment by return.
Yours sincerely,
Peter Lacoster
Credit Controller

16. Complete the letter by rearranging sentences a-l. Stockwells is a

wholesaler which sells animal and pet food directly to large kennels and dog
breeders. Karen Johnson, the manager, has been obliged to write a strong
letter to a customer with a poor payment history.

Dear Mrs Wilkes

I am writing regarding our outstanding invoice for pet food and supplies.
a. Last September you claimed that your non-payment was a simple
oversight and promised to pay our invoices as they fell due. …
b. This will be until such a time as we feel that we can be as-sured of
payment within the terms and conditions of our con-tract. …
c. In spite of this undertaking, payment has consistently been late by up to
ten days. …
d. We supplied you with your regular order on the 14th January last,
together with the original invoice. …

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e. We now require you to settle this second bill within five work-ing days.
…
f. As you know our normal terms of trade are payment within thirty days.
…
g. However, as of this morning, payment is of now three weeks overdue.
…
h. Finally, I must also warn you that an agreement exists between suppliers to
inform one another of late or non-payers. …
i. This is the second time within six months that you have failed to pay on
time. …
j. You will certainly notice that we have added a 10% charge to cover our
administrative costs. …
k. We are no longer able to tolerate this situation and accord-ingly, have
issued a new invoice. …
l. In addition, I must also point out that for any future order we shall
require cash on delivery. …
We are sorry to have to take this action, but feel, under the cir-cumstances,
that we are left with no alternative.
Yours sincerely,
Karen Johnson
Manager

17. Study the notes and write a reminder letter from Mr Bob Marx of
Kelso Building Supplies to Mr Dermont Clancy of JMW builders.
Tanya –
Can you write a final letter to JMW builders about this invoice? Give
them one last chance.
If we don’t have their full payment by this Friday we’ll take them to court.
I am very disappointed with them. We supplied materials in good
faith.
Thanks,
Bob

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 23rd March
JMW builders – new customer (should’ve checked bank ref-erences)
Supplied plumbing equipment and materials = value $ &,500
Gave them a 10% discount if bill paid within 15 days. They promised to
do this.
Original invoice sent 27th February.
Reminder sent 13th March.
Still no reply

18. You are going to write a series of letters to a client who has not paid
an outstanding invoice or account. Work in groups of three or four.

Make notes and decide:

– what business you are in
– what goods or services you supplied
– when they were supplied and under what circumstances
– what the terms and conditions of the sale were; e.g. length of credit,
special discounts
– the time that has passed since you supplied the goods
– how long you have been dealing with the client
– what relationship your companies have previously had
– if you think the non-payment is deliberate or simply a mis-take
– what action you are prepared to take to have your account settled.

In your groups write the first letter accompanying your original invoice.
Then decide who will write the first re-minder, the second reminder,
and the final demand.

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 Unit 7. LETTERS OF APOLOGY

If you have received a letter of complaint, it is polite to reply to

it. The purpose for writing a letter of apology is to ex-plain the reason(s) for
the problems stated in the letter of com-plaint and to ensure that the situation
will be resolved/improved. You may also offer some sort of compensation.
A letter of apology is written in a formal style and requires a dig-nified and
polite tone.
You should deal with each aspect of the complaint in a separate paragraph.

Structure of a Letter of Apology

Introduction Paragraph 1
state reason(s) for writing
Main Body Paragraphs 2-3*
give explanations
Paragraphs 4
suggest compensation
Conclusion Final Paragraph
closing remarks

USEFUL LANGUAGE
To begin letters:
• I am writing to apologise for …/offer my apologies for …
• Please accept my/our sincere/profuse apologies for (the un-avoidable
delay, etc.)
• I must/would like to apologise for (the unfortunate confu-sion, etc.).
To introduce new points:
• With regard to/As regards …

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 • As far as …/is/are concerned …
• Firstly/First of all/Secondly/Finally, …
To emphasise what you say:
• Clearly/Obviously/Needless to say, …
To express reality:
• In fact/As a matter of fact/Actually/Indeed, …
To make amends:
• Please allow me to offer/suggest … as compensation (for …).
• I insist on (+ ing) to make up for your loss/inconvenience, etc.
Closing remarks:
• Once again, my/our sincere(st) apologies for the inconven-ience
caused.
• I hope that you will accept my apologies/that my apologies will be
accepted.
• I hope that you can forgive/overlook this regrettable error.

PRACTICE
1. Look at the different elements of a model adjustment e-mail. What
are they?
Dear Ms. Park,
We have received your e-mail of complaint of May 7 about the shipment of
the wrong manuals.
We apologize for the error and will correct it to your satisfaction.
Two manuals – TM-0053-3 and TM-0056-7 – have been sent to your
attention under separate cover. I have also sent a discount coupon for ten
percent off your next purchase. In addition, a re-vised invoice is attached to
this e-mail. We have also deducted the cost of shipping and handling.
Again, we regret the error and apologize for any inconvenience.
We look forward to serving you in the future.
Sincerely yours,
Rowanda Fisher
Customer Service Manager.
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2. Read the following reply to the complaint about wrong delivery and
answer the questions.
Subject: Wrong delivery (order No. 1695)
Dear Robert
Thank you for yesterday’s e-mail concerning the above wrong delivery.
We are very sorry for any inconvenience this has caused.
I have looked into it and find that our current winter catalogue lists the
dressing tables you wanted under DT 189. I think you must have used last
summer’s catalogue.
I have instructed one of our drivers to deliver the pine-finished dressing
tables tomorrow and pick up the other consignment. Rather than sending
you a credit note, I’ll cancel invoice No. D4451 and include another, No.
D4487, with the delivery.
There’s also a winter catalogue on its way to you, by post, in case you have
mislaid the current one.
Best regards
Richard Cliff

Questions:
1) Why did Robert Hughes receive a wrong delivery?
2) What will Mr. Cliff do about it?
3) Why is Mr. Cliff not going to send a credit note?
4) How will Mr. Cliff help Mr. Hughes not to make the same mistake
again?
5) Which words in the e-mail have a similar meaning to the fol-lowing:
a. investigated
b. told
c. collect
d. lost

3. This task deals with handling customer complaints. Lori Green, the
customer services manager of Scandipine, has received a letter of
complaint from Mrs Davina Manners, a

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 customer with a physical disability. Read reply A. What do you think
was the cause of Mrs Manners’ complaint.
A.
Dear Mrs Manners
Thank you for your letter in which you outline your dissatisfac-tion with
your treatment at our store three weeks ago. I appreci-ate your displeasure
with the treatment you feel you received. I have discussed this matter with
the individuals concerned who claim that no discourtesy was intended.
Nevertheless, I have rec-ommended that they undergo a period of
retraining.
You will understand that in common with other large stores, Sat-urday is
our busiest day of the week which makes it difficult to deal with special
requests. In addition, we had to cope with a staff shortage on that particular
day. We are very sorry if you were upset by your reception but I think that
you will agree these were exceptional circumstances. We regularly receive
cus-tomers with disabilities and within reason, do what we can to help. To
my knowledge this is the first time something of this nature occurred.
However, to be absolutely certain of avoiding any future misunderstanding,
we strongly urge you to call cus-tomer services two or three days prior any
future visit to arrange an ‘accompanied tour’. I would advise to make any
arrangements as early as possible to avoid any possibility of similar
difficulty arising. Please find enclosed a voucher for €200 which can be ex-
changed against goods at any of our stores.
Yours sincerely,

A Skinner
pp. Lori Greene
Customer Service Manager

3.1. Read reply B and compare it with reply A. Which reply would you
have preferred to receive if you were Mrs Man-ners? Give your reasons.

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 B.
Dear Mrs Manners
I was extremely concerned to receive your letter and have looked into the
matter very closely. I fully share your displeasure and dissatisfaction with the
treatment you received. I hope you will accept my sincerest apologies on behalf
of Scandipine. I have dis-cussed this matter with the individuals concerned.
While this is no excuse, the young woman who greeted you so discourteously
was a trainee who would normally not have been working alone. Saturday is
our busiest day of the week and we were understaffed on that day. I would like
to assure you that we take customer care very seriously and ensure that our staff
are fully trained.
We regularly receive customers with disabilities and do our best to assist
them. However, to be absolutely certain of avoiding any future difficulty at
the store, I have enclosed my personal card. Do not hesitate to ring me the
next time you are planning a visit to our store, so that I can ensure that
there will be someone available to accompany you. The earlier you are able
to do this, the more certain I will be of having someone on hand. I hope
you will accept a token of our good will the enclosed voucher for €100
which can be exchanged against goods at any of our stores. Once again, I
hope you will accept my most sincere apologies for this unfortunate
incident.
I look forward to meeting you in person the next time you visit us.

With very best wishes

Yours sincerely

Lori Greene
Lori Greene
Customer Services Manager

3.2. Discuss these questions with a partner.

1) Which letter contains an unconditional apology?
2) Which letter is warmer? Which is more official?
3) In which letter does the writer appear more defensive?

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 3.3. Some people say that a complaint is “an opportunity in disguise”.
What do they mean by this? Which of the two let-ters turns the original
complaint into an opportunity?

4. Read the following e-mails and number the paragraphs in the right
order.
Dear Mr. Crane,
(a) Please would you return the whole consignment to us, postage and
packing forward, and we will ask the shipping company to inspect the
damaged so that they can arrange compensa-tion. It is unlikely that our
insurance company needs to be troubled with this case.
(b) Thank you for informing us about the damaged to our con-signment
(Inv. No. 18871).
(c) If you want us to send you another shipment as per your order No. 14478,
please let us know. We have the garments in stock and it would be no trouble to
send them within the next fortnight.
(d) From our previous transactions you will realize that this sort of problem
is quite unusual. Nevertheless, we are sorry about the inconvenience it
has caused to you.
Yours sincerely,
Daniele Causio
Sales Director
Paragraph order: 1_____ 2_____ 3_____ 4______
Dear M. Lancelot,
(a) I apologize for the errors.
(b) It was due to a software fault which has now been fixed. I have
attached another statement for July, which shows the correct balance of
$2,943.64.
(c) Thank you for your e-mail of 5 August in which you pointed out that
three mistakes totaling $337.00 had been made on your statement.
Yours sincerely,
K. Winford
Paragraph order: 1_____ 2_____ 3_____ 4______

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 5. Match the beginnings of the sentences (1-10) with the endings (a-j).

1 Please accept my … a) a replacement immediately.

2 We’re having a temporary
problem ...
3 We’re doing everything we
can to …
4 Can you leave it …
5 I’ll look into the matter ur-
gently …
6 I’ll send you …
7 We are sending you a small gift
…
8 I can assure you that …
9 I apologise again …
10 If you have any further que-ries,
do not
b) and get back to you tomor-
row.
c) as a gesture of good will.
d) for any inconvenience this
has caused.
e) hesitate to contact me.
f) resolve the issue/sort it out.
g) sincere apologies.
h) this will not happen again.
i) with me for a day or two?
j) with our software.

Now check the answers, then cover the right column and try to
remember the endings.

6. Cross out the one word or phrase in italics in each sen-tence that is
not natural.
1) I am absolutely/extremely/really/very sorry for what has happened.
2) Thank you for bringing this issue/material/matter/problem to my
attention.
3) We can assure you that the articles/goods/items/wares were
dispatched on time.
4) We were sorry to hear that the product was dam-
aged/defective/faulty/out of work when you received it.
5) This is due to an oversight when we processed your order/a strike in
our factory/an inflammation in our ware-house/circumstances beyond
our control.
6) I am trying to sort it out/sort out it/sort the problem out/sort out the
problem as a matter of urgency.

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