Contents

Unit 1 BUSINESS LETTER LAYOUT AND STRUCTURE............................................................................... 2

Part 1. Introduction of business letters ............................................................................................................... 2
Part 2 Sample layout of a business letter ........................................................................................................... 2
Part 3 Elements of a business letter.................................................................................................................... 3
Part 4 Structures of business letters .................................................................................................................. 5
Part 5 Practices ................................................................................................................................................... 9
Unit 2 BUSINESS LETTER STYLES ................................................................................................................ 13
Part 1 Useful expressions in a business letter ................................................................................................. 13
Part 2 Correct usage of business English sentences ......................................................................................... 14
Part 3 Formal and informal styles .................................................................................................................... 15
Part 4 Practices ................................................................................................................................................. 17
Unit 3 PRINCIPLES OF EFFECTIVE COMMUNICATION ............................................................................ 21
Part 1. Building Goodwill through Communication ........................................................................................ 21
Part 2 Achieving correctness, conciseness, completeness, readability, and the desired emphasis .................. 26
Unit 4 TRANSLATION PRINCIPLES FOR BUSINESS CORRESPONDENCE ............................................. 31
Part 1 Translation of text structure ................................................................................................................... 31
Part 2. Translation of experimental meaning ................................................................................................... 31
Part 3 Translation of textual meaning .............................................................................................................. 34
Part 4 Translation of interpersonal meaning .................................................................................................... 35
Part 5 Practices ................................................................................................................................................. 35
Unit 5 MAKING ENQUIRIES ........................................................................................................................... 39
Unit 6 MAKING REPIES AND QUOTATIONS................................................................................................ 40
Unit 7 MAKING OFFERS................................................................................................................................... 42
Unit 8 PLACING AN ORDER ............................................................................................................................ 46
Unit 9 DECLINING AN ORDER AND MAKING A COUNTER-OFFER ...................................................... 48
Unit 10 PAYMENTS ........................................................................................................................................... 50
Unit 11 MAKING COMPLAINTS AND REPLIES ........................................................................................... 52
Part 1 The language of a complaint.................................................................................................................. 52
Part 2 Structure and phraseology of a complaint ............................................................................................ 52
Part 3 Structure and phraseology of a reply to a complaint ........................................................................... 54
Unit 12 WRITING APPLICATION LETTERS and CV ..................................................................................... 57
Part 1 Samples of application letters ................................................................................................................ 57
Part 2 Structure of an application letter............................................................................................................ 58
Part 3 Useful expressions in an appplication letter .......................................................................................... 58
Part 4 Sample CVs ........................................................................................................................................... 60

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Unit 1 BUSINESS LETTER LAYOUT AND STRUCTURE
Part 1. Introduction of business letters
1 What is a business letter?
- A business letter is a letter written in formal language, usually used when writing from one business
organization to another, or for correspondence between such organizations and their customers, clients and
other external parties. Business letters may include: letters, memos, fax, emails
- The overall style of letter will depend on the relationship between the parties concerned.
- The writers and receivers include:
 business «» business  citizen «» government official
 business «» consumer  employer «» employee
 job applicant «» company  staff member «» staff member
2 Purposes of a business letter
 to persuade  to recommend  to invite or welcome
 to inform  to apologize  to follow up
 to request  to congratulate  to formalize decisions
 to express thanks  to reject a proposal or offer
 to remind  to introduce a person or policy
Part 2 Sample layout of a business letter
Match the parts of the letter below with their names:
Attention line, Blind copy circulated, Complimentary Close, Copies to be circulated, Date, Enclosure, Ending,
For, Inside address, Letter Body, Letter head, Main part, Position /Title, References, Salutation, Signature,
Subject line (Heading), Typed signature
1. RELIANCE HOLDING FINANCE GROUP
88 Martin Lane London EC2V 6BH United Kingdom- Telephone and Fax: 01-588 3782

2. TOCONTAP SAIGON 3. Your ref: LE/Inq.123

125 Nguyen Hue Street Our ref: SC/RP
District 1, Hochiminh City
Vietnam 4. 14 November, 20--
5. Attention: Mr. Nguyen Hong, Director

6. Dear Sirs
7. Re: Up-to-date list of addresses
8. We thank you very much for your letter of 11 November 20--, asking for an up-to-date list
of addresses of our branches.
We are pleased to enclose this brochure, showing the location of all our branches and
agencies at home and abroad.
We look forward to receiving your early reply.

9. Yours faithfully
10. (For RELIANCE HOLDINGS)
11. (Signed)
12. S.S. Carson (Mr.)
13. Sales Manager
14. Encl.:
+01 Brochure

2
Part 3 Elements of a business letter
1. Letter head: It is the name and address of a sender’s company
2. References: It is used for reference
3. Date
Consider the following ways of stating a date in a business letter, which are correct, which are incorrect?
What’s wrong:
- “1 September 20--”
=> Correct: _______________________________________________________________________
- 4/5/20--
British English => _____________________________________________________________
American English => _____________________________________________________________
(Note: Abbreviation may be used for Jan. Feb. Aug. Do not write the month in figures. No mention of town.
--------------------------------------------------
E.g.: 14th January, 20 (BE)--; or: September 2, 20—(AE)
--------------------------------------------------
4. Inside address: It is a receiver’s name, title and address
5. Attention line: It is used in case a letter can be sent to a company but with a special attention to a particular
reader.
6. Salutation
British American
Formal - a department or a company: ………………………. ……………………
(company, - unknown man => ………………………………….. ……………………
department, - unknown woman => ……………………………… ……………………
unknown - unknown sex => ………………………….……….. ……………………
person) ……………………
Less formal ………………………………………………………… ……………………………
(known ………………………………………………………… ………..…………………
person) ………………………………………………………… ………..…

Informal ………………………………………………………… ……………………………

………………………………………………………… ………..…………………
………………………………………………………… ……………
7. Subject line (heading)
This gives a brief indication of the content of the letter. It is usually placed on clear line space after the
salutation. It may also be omitted.
E.g.:
__________________________________________________________________________________
__________________________________________________________________________________
8. Letter Body
Divided into 3 main parts: Opening/ Main/ Ending
8.1 Opening
- Refer to previous contact
E.g.:
__________________________________________________________________________________
__________________________________________________________________________________
- State the reason for writing:

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E.g.:
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
8.2 Main part
The principle:
- Each main idea/ comment/ suggestion/ request…. should be in each paragraph.
- Each paragraph should begin with one topic sentence with supporting ideas
- Linking words are used to combine the whole text
Note: In an offer, the comments on prices, payments, delivery, warranty… should be separated.

E.g: Prices:
- Our prices are extremely competitive (…………………………………………….). With only USD 200, you
can get the complete set of the unit with all necessary accessories or spare parts to bring you peace in mind
(……………………………………………………….). Enclosed, you will find a price list for our full range of
products which you cannot obtain them cheaper elsewhere (………………………………………………..). We are
confident that, your customers will find them represent the best value for money
(……………………………………………………).
8.3. Ending
- Refer to future business:
_____________________________________________________________________________
Positive ending:
__________________________________________________________________________________
_____________________________________________________________________________
- Negative ending (threat/warning)
__________________________________________________________________________________
__________________________________________________________________________________
__________________________________________________________________________________
9. Complimentary Close
Salutation British style American style
Dear Sirs …………………………………… ……………………………
Dear Sir or Madam; Dear Sir ; …………………………………… ……………………………
Dear Madam
Dear Mr./Ms… (unknown sex) …………………………………… ……………………………
Dear Mr. Brown, …………………………………… ……………………………
Dear Mrs./ Miss/ Ms Smith ……………………………
Dear Linda/Mike …………………………………… ……………………………
……………………………… …………………………….

10. For
When signing on behalf of an employer it is usual to write “For”; For the letter to a person the first time you
deal with, “FOR” should be highly recommended It means on behalf of your firm.
E.g.: For ABC Co./ For Imexco Ltd.

11. Signature
This is for the hand written signature of the writer

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12. Typed signature
After leaving 4/5 blank lines for signature, the name of the sender should be shown. “Ms/Miss/Ms” must
always be added in brackets after a woman’s name, “Mr.” may be added only for the first time.
E.g.: Nguyen Thao Van (Ms.); John Lennon (Mr.)
13. Position /Title
This shows the position or title of the writer
E.g.:
Yours faithfully Yours sincerely
(signed) (signed)
GEORGE RAINE MAI LAN (Ms)
Chairman Sales Manager
14. Enclosure
This indicates that an enclosure is being sent along with the letter.
(Enc. / Encl.)
E.g.: Enc. A Pricelist
15. Copies to be circulated
When a copy of a letter is to be sent to a third party (perhaps someone in the same organization), it is usual to
indicate this by typing “cc” (carbon copy) followed by two spaces and the name of the recipient of the copy.
The usual position for this is at the foot of the letter after the designation or after any enclosure indicated.
E.g.:
E.g.: cc: Miss Thao Van, Chief Accountant
16. Blind copy circulated
If the writer does not wish the recipient of the letter to know that a third person is receiving a copy of the letter,
then “bcc” (blind copy circulated) must be typed. This should be shown only on copies of the letter and not on
the original (top) copy.
E.g.: Bcc Mr. Keith Lawson, Managing Director

Part 4 Structures of business letters

04 common types of business letters:
- Informative letters
- persuasive letters
- Good news letters
- Bad news letters
1. General structure of an informational letter
- Informational letters include: inquiries, replies to an enquiry, orders, in-house correspondence (memo,
reports), circular letters…
MOVES Strategies
1. State centrality - State purpose(s) of a letter
- Refer to previous transaction
- Reply to previous transaction
2. Provide information - Reply to business terms
- Request for particular terms and conditions
- Discuss or negotiate business terms
3. Claim cooperation - Express thanks, respects
- Solicit response; building goodwill
- State positive prospects, reference sources
- Give suggestions and recommendations

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Example:

Dear Ms Philips
Translation Services & Fees Move 1: State centrality
Thank you for your letter of 22 January enquiring Strategy: Refer to previous
about our translation services. transaction

Lingua Services Galactic offer a full range of

translation services to help you in the development Move 2: Provide information
of sales literature and web sites. I have pleasure in Strategy: Reply to business terms,
enclosing our latest brochures and price list from enclose information requested
which you can see that our prices are highly
competitive.
Move 3: Claim cooperation
I look forward to calling you in a few days. Strategy: Solicit response; building
Yours sincerely goodwill
James Brown
James T Brown Sales Manager
Enc: Brochure + Pricelist

2 General structure of persuasive letters

- Persuasive letters include: offers, sales letters, letters of recommendation, application letters…
- Persuasive letters often follow the model of AIDA (Attention, Interest, Desire, Action)

MOVES Strategies
1 Attract Attention - Highlight a reader’ roles
- Refer to readers’ attention to particular concerns (cost-
effectiveness, economy, security..)
2. Arouse Interest - State particular benefits of products
- Compare with other products
- Point out the effectiveness, convenience of products
3. Carry Desire - Give figures, data as evidence of product advantages
- Offer special, favourable terms and conditions
4. Induce Actions - Attach coupons, order forms,
- Offer free samples
- End positively

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Example:

Dear Sir Move 1: Attract Attention

At half the actual cost you can now have SOLAR HEATING Strategy: refer to cost effective
installed in your home.

As part of our research and development scheme introduced two

years ago, we are about to make our selection of a number of Move 2: Arouse interest
properties throughout the country as ‘Research Homes’ - yours Strategy: State particular
could be one of them. benefits of products
The information received from selected ‘Research Homes' in the
past two years has proved that SOLAR HEATING is successful
even in the most northern parts of the United Kingdom. This
information has also enabled us to modify and improve our
designs, which we will continue to do.

If your home is selected as one of the properties to be included Move 3: Carry desire
in our research scheme, we would bear half the actual cost of Strategy: Offer special terms
installation.

If you are interested in helping our research programme in return

for a solar heating system at half-price, please complete the Move 4: Induce Actions
enclosed form and return it by the end of May. Within three Strategy: Attach order forms
weeks we will inform you whether or not your home is one of
those selected for the scheme.
Yours faithfully

3 General structure of good-news letters

- Good-news letters include: letter of appreciation, congratulation message, recommendation message, good-
will letters…

MOVES Strategies
1. Deliver positive news - Express thanks
- Offer congratulations for particular achievement
2. State details - Offer credits
- Appreciate reader’s efforts
3. End positively - Repeat thanks
- Give compliments
- Make an impact on the receiver with a good end
- Encourage long term support and productive relationship
- As a way to offer a job or promotion

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Example:

Dear Mr Hall
I have much pleasure in offering you the post of sale representative. Move 1. Deliver
positive news
I can confirm that your starting salary will be £21,000 p.a., and your
employment will commence on Monday 15 August 20—.
Please sign both copies of the enclosed contract of employment and
return them to Joanna Hastings, Human Resources Department, at the
above address, with your acceptance letter. Full details of your Move 2. State details
employment are in the Staff Handbook, a copy of which I also enclose.
Please read the relevant sections of the handbook carefully, and let me
know if you have any queries.
Please arrive at Reception at 9.3 0 a.m. on Monday 15 August, and ask
for me.
I look forward to meeting you and welcoming you to our company. Move 3 End positively
Yours sincerely
4. General structure of a bad-news letter
- Good-news letters include messages: Reject the request for a letter of recommendation, Reject the application
work, Send negative messages to employees, Give a negative performance appraisal, End employment
relationships (termination).
MOVES Strategies
1. Begin in a positive way - Express thanks, quote reference
- Buffer or cushion
- Give good news (if any)
2. State the reasons - Express regrets, state reasons
- Explain in details
- Attach evidence
3. End positively - Minimizing damage to the relationship
- Persuade acceptance
- Repeat regret
- Encourage response (if any)
Example:
Dear Mr. Waters,
We are plased to learn that you are enjoying the use of the Sako
copier you’ve been leasing for the past ten months. Like our many Move 1: Begin in a
customers, you have discovered that Sako copiers offer remarkable positive way
versatility and reliability.

One of the reasons we are able to offer these outstanding copiers at

such low leasing rates and equally low purchase prices is that we
maintain a slim profit margin. If our program included a provision
for applying lease payments toward the purchase price, our overall
prices would have to be higher. Move 2 State the
Although lease payments cannot be credited toward purchase price, reason
we can offer you other Sako models that are within your price range.

8
The Sako 400 delivers the same reliability with nearly as many
features as the Sako 600.

Please let us demonstrate the Sako 400 to your staff in your office,
Mr. Waters. Our representative, Tracy Wilson, will call you soon to Move 3: End positively
arrange a time.
Sincerely,

Part 5 Practices
Practice 1 Rearrange the following informational letters in a correct order
(1) Inquiry from a retailer to a foreign manufacturer
A As we usually place very large orders, we would expect a quantity discount in addition to a 20% trade
discount off net list prices, and our terms of payment are normally 30-day bill of exchange, documents
against acceptance.
B Dear Sirs
C If these conditions interest you, and you can meet orders of over 500 garments at one time, please send us
your current catalogue and price-list.
D We are a large chain of retailers and are looking for a manufacturer who could supply us with a wide
range of sweaters for the teenage market.
E We were impressed by the selection of sweaters that were displayed on your stand at the “Menswear
Exhibition” that was held in Hamburg last month.
F Yours faithfully
G We hope to hear from you soon.
Your answer
1 2 3 4 5 6 7
(2) Request for sole distribution rights
A We have recently extended our radio and television department and are now thinking of adding new
ranges to our present stocks.
B We are particularly interested in your BELLTONE radio and television models and should be glad if you
would send us your trade catalogue and terms of sale and payment.
C Yours faithfully
D We look forward to a favourable reply.
E Your products have not been offered by any other dealers in this city, and if we decide to introduce them
we should like to request sole distribution rights in this area.
F Dear Sir/Madam
Your answer
1 2 3 4 5 6

Practice 2 Rearrange the following good-news letters in a correct order.

(1) Letter of recommendation
Dear Mr. Trump,
A Raylene is constantly attending computer seminars and reading books to keep current with new
technology. She has graciously accepted the responsibility of managing two different computer operating
systems (Windows NT/Small Business Server and Linux Red Hat) and has successfully maintained it
without problems or failure. She has scheduled system maintenance around the company’s hours of
operation to ensure consistent workflow and minimize downtime. Raylene is a good computer teacher
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 and a patient and accommodating worker. Many of her co-workers have remarked how easy she is to
work with.
B Raylene has unquestionable loyalty and devotion. She can be relied upon to deliver quality work in a
timely fashion. Her positive and professional disposition makes her a valuable and likeable person.
Raylene Chang will be a tremendous asset to your organization.
C It is a pleasure to provide you with information about Raylene Chang, who is a possible candidate
for the Systems Administration position with your company. Raylene has been employed with Case
Management Works since 2001. Her talents, skills, and dedication have helped the company through
the millennium without any complications.
D During the first six months of Raylene’s employment, she developed and completed the company’s
policy and procedure manual. This manual has helped the company maintain consistency and
regulated company policies. Raylene’s strong attributes are her organizational skills and attention to
detail. These special qualities enabled the company to meet deadlines and helped to detect omissions
in statistical reports.
Yours sincerely
Your answer
1 2 3 4 5
(2) Reply to an inquiry for products
Dear Donald
A As a token of appreciation. I am enclosing five coupons worth 10% off your next five purchases or orders
in the next six months.
B Thank you and we hope to make more bags for you soon.
C Advanced Merry Christmas and a Happy New Year!
D Thank you for trusting us to be your source of high-quality and well-designed handcrafted drawstring
bags and tote bags.
E We also thank you for your kind expression of appreciation in our products, and we would like you to
know how much we enjoy serving your needs in your craft store.
Best wishes
Your answer
1 2 3 4 5
Practice 3 Rearrange the following bad-news letters in a correct order.
(1) Reply to an invitation
Dear Sirs
A This year I am involved in developing a new department here at the clinic that is taking up all my time.
As much as I would enjoy working with BCCJ again, I am afraid that I wouldn’t be able to give the
duties the attention the project deserves.
B Your invitation for me to act as chairperson for BCCJ’s upcoming Annual Auction Dinner is an honor. I
enjoyed serving in that role last year. Your members are an excellent group with great ideas, and it was a
privilege to work with them.
C I wish you and the committee great success in achieving this year’s goal.
D Perhaps I may suggest one of my colleagues who would have the time to do the job the way it ought to be
done. Give me a call if you are interested, and I will be happy to suggest some names for you. We want
the industry to be well represented.
Yours faithfully,
Your answer
1 2 3 4
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(2) Reply to an order
Dear Ms. Sara
A We are writing to let you know that this product has been unexpectedly popular, with over 10,000
requests on the day you placed your order.
B We anticipate that your product will ship next Monday. While you wait, we encourage you to
consider using the enclosed $5 off coupon toward the purchase of any product in our catalog.
C We appreciate your business and want you to know that our highest priority is your satisfaction.
D Thank you for your order. We appreciate your interest in our product.
E This unexpected increase in demand has resulted in a temporary out-of-stock/backorder situation.
We will fulfill your order, received at 11:59 p.m. on 09/09/2009, in the order it was received.
Best regards

Your answer

1 2 3 4 5

Practice 4 Rearrange the following persuasive letters in a correct order.

(1) Sales letter offering a Fax machine

Dear Mr.
A Short for facsimile, a fax machine consists of three parts. A scanner reads your original document and
converts the images on the page into a digital code. A modem translates this code into a transmittable
analog signal. Finally, a telephone calls the receiving fax machine and sends the message. When you
receive a document, the process reverses. The telephone answers the call and receives the message. The
modem translates the message back to a digital code, and then this code is converted to images on a page
and printed. Thus, the received document is a facsimile of the original, transmitted document.

B Fax machines are available with a wide range of useful features, from conveniences such autodialer and
on-hook dialing to qualities such as fine mode and half-tone (for sending finely detailed documents). Our
on-staff experts can help you determine which features will best meet your business’s needs.

C Indeed, everyone at Murgano’s is eager to make your fax purchase as /user-friendly/uncomplicated as

possible. Just give us a call or drop by our showroom. We will put a fax in your future fast.

D Few business folks these days would deny that the fax machine has become an indispensable tool. Instead
of waiting days for a letter to cross the country by mail, you can push a button and fax it in seconds.
Instead of paying the high price for an overnight courier to deliver your document, you can fax the some
document anywhere in the world for the price of a phone call.

Yours sincerely,

Your answer

1 2 3 4

11
(2) Sales letter offering Cookwares

Gentlemen:
D We said it and we mean it: NEVER WASH PANS AGAIN!
C You can now do all your cooking in beautiful Ceramic Ware - cook and serve food in the same lovely
dishes! Boil, fry, roast, bake - do it all in Ceramic Ware. Freeze food in the same dishes, if you wish.
These beautiful utensils, made of the same amazing ceramic used in missile cones, can go from freezer to
stove to table. You then slip them into the dishwasher or the sink with the other dishes. Never slave at
scouring pans again!
A Come See Ceramic Cookware Demonstrated In Big Store’s Housewares Department Wednesday,
Thursday, Friday, August 8th, 9th And 10th.
B Handle these Ceramic cook-and-serve pieces. Test and try them yourselves. See how practically and
beautifully they have been designed. Note how easily the clever lifting handle clicks on and off. Then
stock up. As you can see by the enclosed brochure, prices are surprisingly reasonable.
Yours truly,

Your answer

1 2 3 4

12
Unit 2 BUSINESS LETTER STYLES
Part 1 Useful expressions in a business letter
(1) Starting the reference, explaining the reason for writing
- With reference to ...................
- In reply to ...................
- I would like to thank you for ...................
- I am writing to apply/ inform / request ...................
(2) Acknowledging/ confirming
- I am writing to confirm ……………….
- We acknowledge (with thanks) the receipt of ...................
- We are pleased to confirm our sales
- We have received your offer ................... for which we thank you.
- We are pleased to receive ………………………….
(3) Requesting
- Could / would you please ...................
- I shall be glad if you will ...................
- We shall be pleased if you can / will …
- It would be helpful if you can …
- We would be grateful / obliged if you could ...................
- We would (highly) appreciate it if you could ...................
(4) Thanking, informing
- Thank you for ...................
- I would like to thank you for………………..
- We were very pleased to inform you that………………..
- We have much pleasure in informing about………………..
(5) Enclosing
- We are enclosing a catalogue ....................
- We have enclosed our price list ...................
- We have pleasure in enclosing ...................
- Pleased find enclosed/attached ...................
- From the enclosed/attached you will find………………
(6) Apologizing and expressing regret
- I am afraid that ...................
- We are sorry that ...................
- We regret our inability to ...................
- We are regretful that we shall not be able to ...................
- I regret that I cannot ...................
- Please accept our many apologies for…………
- We would apologize for……………………….
(7) Expressing urgency
- Would you please place your order:
.................. at your earliest convenience.
................... without delay/ at the minimum of delay.
................... as soon as possible.
.................. prompt/promptly.
.................. immediately.
(8) Confirming
13
- I am pleased to confirm that ...................
- I confirm that ...................
(9) Emphasizing
- We would like to draw your attention to...................
- Would you please note that...................
- We would like to stress the importance of ...................
- We would point out the ...................
(10) Ending
- I look forward to seeing / meeting you ...................
- Finally, I would like to thank /remind you ...................
- Once again, we thank you for your ................... and look forward to your early reply.

Part 2 Correct usage of business English sentences

1. Spelling mistakes
- If you need further infomation, please contact us and we will be willing to be at your service.
=> ___________________________
- The acountant is very hardworking and active.
=> ___________________________
2. Capital letters
- We are afraid that our sale manager seems to be busy at this season.
=> ___________________________
- This letter is to inform you that invoice No123 has been 03 weeks outstanding.
=> ___________________________
Notes: Capital letters are used in the following cases:
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
3. Punctuations
- Our Personnel Manager Mr Hanh is very active in job hunting.
=> ___________________________
- Our product was in a sense very reasonable in price.
=> ___________________________
- Man proposes, God disposes.
=> ___________________________
- Man proposes but God disposes.
=> ___________________________
- I think this project is time consuming and it will be impossible for us to fulfill on schedule.
=> ___________________________
Note: Comma is used in FANBOYS sentences (For, And, Nor, But, Or, Yet, So)
- Nervously I threw away my cigarettes.
=> ___________________________
=> Comma is used after adverbs of manner when they are at the beginning.
4 Tenses use
- We are pleased to inform you that we are going to launch a new range of our most up-to-date laser printers
next season.
=> _____________________________________________
- Please send me the full set of shipping documents. (Less formal)
14
=> _____________________________________________
- I will be glad if you can make delivery before June. (neutral)
=> _____________________________________________
Subject-Verb agreement:
- Three-fourths of the project has been completed.
=> _____________________________________________
- Neither his assistants nor the Managing Director were at fault for the mess-up last week.
=> _____________________________________________
- There is a subject called ethics which deal with morals.
=> _____________________________________________
- The goods is now available for shipment.
=> _____________________________________________
- Quality and after-sale service are our concern.

5 Influence of mother tongue

- Although the prices of materials have gone up, but we keep our products unchanged in prices.
=> _____________________________________________
- The reason for wrong goods delivered in this shipment is because our packer has misread the contract.
=> _____________________________________________

Part 3 Formal and informal styles

1. Avoid short forms
- He’s a very active and devoted manager.
=> _____________________________________________
- They’ll complete their tasks on schedule next week.
=> _____________________________________________
2. Active & Passive Voice
(1) Active voice is normally better if the emphasis is on a DOER
- My suggestion is that our employees must be socialized into the Lincoln business culture.
=> ________________________________________________________________________________
- The core values of cost-reduction and high-quality that Lincoln embraces should be internalized by our staff.
=> _____________________________________________
(2) Passive voice is better if emphasis in on an ACTION
- You should pack and mark the shipment properly to avoid any possible damage in transit.
=> _______________________________________________________________________________
3. Use of participles
- Annual business reports which are not submitted by Friday will not be accepted.
=> _____________________________________________
- Because the goods are fragile, they should be handled with care.
=> _____________________________________________
- Because the negotiator did not want to tell the truth about his business situation, he made up an excuse.
=> _____________________________________________
- The applicants are all afraid that the interview stage will be difficult.
=> _____________________________________________
- After he discovered the loss of some items in the shipment, he sent a letter of reservation to the seller.
=> _____________________________________________

15
4 . Nomination and Verbalization
- During their negotiation, the buyer greatly emphasized the importance of due delivery.
=> _____________________________________________
- Because the invoice has been 03 months overdue, would you please pay us immediately within the next 07
days.
=> _____________________________________________
5. Formulaic structures
- I'm sorry about the inconvenience which has been caused to you.
=> _____________________________________________
- I'm happy to say that I’ll be able to offer you a cash discount of 10%.
=> _____________________________________________
6. Avoid the use of slang or colloquial styles
- The software is a piece of cake.
=> ________________________________________________________________________________
- Last year, they gained a million bucks in profit.
=> _____________________________________________
7. Be Precise
- Be clear in the use of the words: as, since, because, while, and when.
Example:
Unclear: Since I left my textbook at home, I will share.
=> _____________________________________________
Unclear: As he is our professor, we should listen to him.
=> _____________________________________________
Unclear: As I ate, I studied my notes.
=> _____________________________________________
Unclear: While I agree with him in principle, I don't see how his ideas could work.
=> _____________________________________________

8. Pronoun: this or that

- Unclear: A scientist’s work has no value unless he shares his thoughts with the scientific community. That is
the cornerstone of science. (What is 'that'?)
=> _____________________________________________

9. Don’t use vague words, use more vivid and impressive academic words
- Poor: I think it is a good offer => _____________________________________________

10. Word choice

(1) Avoid the use of phrasal verbs
- We will look into the problem
=> _____________________________________________
(2) Degree of formality in words
Less formal Formal
Make sure, ensure
Begin/start
Because of, due to
Promise

16
End
Details
Suffer
Allow
Ship
Enough
Send
Complete
Pay back
Correct, put right
Check
Immediately
Besides
Stop
Find out
As, according to
Tell, let sb know, keep sb informed
Carry out
Call for
Give
Before
Refuse
Depend
Around, about
Violate, violation
Go over

Part 4 Practices
Practice 1 Match the two halves in columns A and B to make a full sentence.
1. With reference to… A. any trouble to this consignment but would like to emphasize
that, it is totally out of our control.
2. I am writing to apply… B. for any inconvenience caused by this error
3. Further to… C. for the post of Personal Assistance in your company
4. We would like to thank you D. if you can promptly arrange for the dispatch of the goods
for… before Mid July
5. We are pleased to receive… E. if you could forward the full set of shipping documents to our
bank
6. I would be obliged if… F. let me have your early comment on the goods supplied?
7. It would be helpful for us… G. the goods on your request are now in stock and we have no
difficulties in supplying them before 1 January
8. Could you please… H. my C.V and relevant qualifications
9. We would highly appreciate I. our latest Catalogue and current Price List for your reference
it…
10. We were very pleased to J. our telephone conversation yesterday, we would like to confirm
inform you that… our sales terms as follows.
11. Please find enclosed… K. supplying the goods requested from stock.
12. From the enclosed… L. Survey Report, you will find that, a serious mistake has been
17

13. We are enclosing…
14. It would certainly be no
trouble for us…
15. We are willing…
16. Please accept our many
apologies…
17. We would very much
apologize for…
18. We regret that…
19. Would you pay attention…
20. We would emphasize the
importance of…
21. I look forward…
made in your Packing List
N. the high quality because our customers are very fastidious.
M. to dispose the wrongly-delivered items at the best obtainable
price but you should let us have your price list for them ASAP.
O. to receiving your early order as this line of products is quoted
only to regular customers before offered to the public.
P. to the deadline of delivery, as we are in urgent need of the
goods for this season.
Q. you could check this matter with your packer as in the opinion
of the Surveyor, this is a mistake in packing
R. your complaint about the shipment of coffee
S. your offer No. 123 for a complete set of tea and breakfast
services
T. your request for our service for maintenance of TL 308 cutter,
but regret that we can not do it until the end of this month.
U. your request for payment by L/C seems to be impossible for us
because this method is very complicated and costly

Practice 2 Find the mistakes in the following sentences and correct them in accordance with a business
letter style.
1. She’s a very good acountant.
____________________________________________________________________________________
2. This contract shall become effective only when the buyer has obtained an import license from his goverment.
____________________________________________________________________________________
3. I am writing about invoice No.123 which should have been paid 03 weeks ago.
____________________________________________________________________________________
4. At the moment, human resource is recruiting new employees for R&D.
____________________________________________________________________________________
5. You will agree that the managing director is very active.
____________________________________________________________________________________
6. We promise that we’ll make delivery before 1 June, 2015.
____________________________________________________________________________________
7. I am pleased to inform you that 26 people will be attending the meeting.
____________________________________________________________________________________
8. Six miles are the distance between the home office and the satellite office.
____________________________________________________________________________________
9. I would like to thank you for your enquiry dated 2/5/2015.
____________________________________________________________________________________
10. Although the prices are fluctuating, but we will not be affected by this.
____________________________________________________________________________________
11. The reason that our stock price fell is because third quarter earnings were low.
____________________________________________________________________________________
12. Our sales representatives are available from 9am to 5pm every day and we are happy to assist you.
____________________________________________________________________________________
13. They discussed advantages and disadvantages of the proposal.
____________________________________________________________________________________
14. Every manager and employee in the company agree with the decision.
____________________________________________________________________________________
18
15. The practice of this management company is to have each corporate tenant sign their lease on the third day
of the month.
____________________________________________________________________________________
16. We will award free parking to the employee who the Personnel Director selects.
____________________________________________________________________________________
17. Deciding to purchase a piece of real estate, an agreement was negotiated by the buyer and seller.
____________________________________________________________________________________
18. It is important that franchisees understand not only the product, but also market it appropriately.
____________________________________________________________________________________
19. I found a new job and I really like my co-workers.
____________________________________________________________________________________
20. The project was put on hold we did not have time to slow down, so we kept working.
____________________________________________________________________________________
21. We will order this item substantially.
____________________________________________________________________________________
22. We are considering your proposal carefully and will inform you the result.
____________________________________________________________________________________
23. When S.S Song Huong arrived at Saigon Port yesterday, we duly took delivery of the goods and their
documents.
____________________________________________________________________________________
24. We are enclosing our sample so that you can consider it.
____________________________________________________________________________________
25. While they were negotiating the terms and conditions, the buyer raised the questions of late delivery.
____________________________________________________________________________________

Practice 3 Replace the words/expression in italics in the following letter with more formal words/ expressions
Dear Mr. Sexton,
1. I thought I'd write/ _____________________________________________about 2.condition of the
playground /____________________________________________ Over the last two weeks, I have noticed 3.
loads of rubbish/________________________________
4. I reckon/_____________________________ that this litter is a health hazard. For example, yesterday a year
a boy fell over and cut his hand on a broken bottle. The boy 5. I'm talking about /________________________
needed four stitches.
6. On top of this _____________________________, the litter is an eyesore. Our school has beautiful views of
the river, and these are 7.wrecked/_______________ by the litter.
8. I reckon/_____________________________ that there are 9. a lot of things/
_____________________________ that you could do to 10. correct/_________ this problem. Firstly, 11.you
could______________________________________ purchase additional litterbins. This would help 12
stop/___________________________ people discarding their litter 13 recklessly/
________________________
14 What's more/__________________________, I think that our school needs 15. Better/
________________________________ security to prevent vandals littering.
16 To finish/_______________________, I hope you will take my concerns seriously and I look forward 17 to
you writing back to me/_______________________________________
18 Best regards/________________________________

19
Practice 4 Vietnamese-English translation
1. Chuyến hàng cà phê này không được giám định chất lượng trước khi giao; hậu quả là chất lượng không được
như mẫu.
_____________________________________________________________________________________
_____________________________________________________________________________________
2. Việc quý ngài không giao hàng đúng hạn cho chúng tôi khiến chúng tôi bị phạt 5% theo hợp đồng ủy thác
với khách hàng nội địa. Do vậy, chúng tôi khiếu nại đòi bồi thường số tiền này.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
3. Sản phẩm của họ có giá rất cạnh tranh trên thị trường. Tuy nhiên, dịch vụ hậu mãi chưa được tốt.
_____________________________________________________________________________________
_____________________________________________________________________________________
4. Xin lưu ý rằng, người mua được chỉ được quyền khiếu nại trong trường hợp hàng giao thiếu hoặc kém chất
lượng, với điều kiện gửi cho người bán thư dự kháng về tình trạng hàng hóa trong vòng 5 ngày kể từ ngày hàng
tới đích.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
5. Thực ra mà nói, mặc dầu thị trường hiện nay rất cạnh tranh nhưng chúng tôi luôn dành cho quý ngài nhiều ưu
đãi vì quý ngài là khách hàng lâu năm.
_____________________________________________________________________________________
_____________________________________________________________________________________
6. Ngoài những tình huống kể trên, quý ngài sẽ được miễn trách khi bất khả kháng xảy ra.
_____________________________________________________________________________________
_____________________________________________________________________________________
7. Nhìn chung, chúng tôi đã nỗ lực hết sức để khắc phục những sự cố này.
_____________________________________________________________________________________
_____________________________________________________________________________________
8. Nói cách khác là, sản phẩm của chúng tôi luôn được khách hàng đánh giá cao về tính đa dạng và hợp thời
trang.
_____________________________________________________________________________________
_____________________________________________________________________________________
9. Đề nghị quý ngài xuất trình những chứng từ vận tải như sau lập thành ba bản gốc, trừ khi có quy định khác
trước ngày 17/10 cho ngân hàng xác nhận để thanh toán.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
10. Thông thuờng chúng tôi yêu cầu khách hàng mới trả trước 30% trị giá hợp đồng khi ký. Phần còn lại thanh
toán bằng L/C trả ngay.
_____________________________________________________________________________________
_____________________________________________________________________________________

20
Unit 3 PRINCIPLES OF EFFECTIVE COMMUNICATION
Part 1. Building Goodwill through Communication
1. Approaches to writing
(1) The “YOU” approach
Consider the following wording, which one may sound most pleasant to readers?
Eg. 1
- Your goods are ready for shipment today. ______________________________________
- We are arranging to ship the goods today. ______________________________________
- The goods will be shipped to you today. ______________________________________
Eg. 2
- We are happy to announce that we have increased the size of our store building.
______________________________________
- Now you will find a wider choice of merchandize in the greatly enlarged building.
______________________________________
- The enlarged store building has allowed you so much greater variety of merchandize.
______________________________________
NOTE: The use of “_________________” will direct your communication toward readers, indicate a writer’s
willingness and positive attitude

Change the following sentences to make them more “you” attitude.

- We will ship the goods under your order within a week.
=> ____________________________________________________________________________
- The consignment of shirts has been shipped to you.
=> ____________________________________________________________________________
We supply many kinds of products in our store.
=> ____________________________________________________________________________
(2) The “I/We” approach
- If you contact me early, I _______________________to offer further assistance.
- We _______________________to offer you a discount of 10% for this shipment.
- We __________________that our business relationship will be better in the near future.
=> Comment: The use of “We, I” (“I” approach) is to indicate a writer’s goodwill, willingness, positive
expectation and promise.
(3) The “Neutral” approach
Consider the following wordings, which one sounds pleasant to readers?
In an offer:
- You should pay $5 for each item. _______________________
- Each item will sell for $5. _______________________
- We will charge you $5 for each item. _______________________
- Each item will cost you $5. _______________________
In the first reminder:
- I am afraid that this invoice has been overdue. _______________________
- Your invoice has been overdue. _______________________
- You have not paid your invoice. _______________________
- This invoice has remained outstanding. _______________________

2. A positive, Pleasant, and diplomatic approach

Consider the following wordings, which one sound better and why?
21
(1) Because this sturdy Teflon-coated cookware is highly resistant to heat and pressure, it is completely safe in
your dishwasher. It will still be shinning and beautiful after many years of non-stick cooking.
_____________________________________
(2) This line of cookware will not become scratched, and food will not stick to it. It won’t be ruined in your
dishwasher. _____________________________________

Change the following wording so that they will sound more positive:
- We close the café every night at 11.30PM so that we can go home.
=> _____________________________________________________________________________
=> _____________________________________________________________________________
- You will never regret using our bank.
=> _____________________________________________________________________________
- After just one week of our weight-loss program you will not feel fat and miserable
=> _____________________________________________________________________________

Rule 1 Emphasize the Positive and Subordinate the Negative

Commonly-used negative phrases and words Replaced with positive words and phrases
Don't forget...
I'll try...
I won't fail next time...
(or I'll do better next time...)
Never give up...
Don't be so hard on yourself...
I can face my fear...
Don't worry...
I am completely stress free...
not accept, refuse, reject
Irresponsible
Hyperactive
Impulsive
Loud
Stubborn (Cứng đầu)
Disorganized (luộm thuộm)
Bossy
Argumentative
Anxious
Impatient
Explosive
Rebellious
Disobedient
not present

What’s the problem with these sentence beginnings?

- We hope this will meet your approval…
- We trust this is a satisfactory arrangement…
22
- I know that this is less than you expected, but…
- I know you will be disappointed in us, but…
- We hope that this unfortunate occurrence will not adversely affect our business relationship, for…

Comment: All these expressions will sound a bit __________________________________________

Compare the wording of the following pairs, which one may sound more persuasive?
E.g 1:
- If you wish to follow these instructions…__________________________________________
- You will find these instructions helpful….__________________________________________

E.g 2:
- If my qualifications meet your requirements……__________________________________________
- May I come for an interview to discuss my qualifications in detail? ___________________________
E.g 3:
- If you want to place an order, please sign the enclosed card.
__________________________________________
- Just sign the enclosed card and the goods will be on its way to you. __________________________

Rule 2: Use specific words to express pleasant and Neutral idea

What’s the problem with the following sentences?
- I am sorry you have pneumonia and dermatitis
- We regret to learn of the unfortunate circumstances of your accident, illness, and losses in the stock market
Comment: wording is too specific, causing annoyance to readers.
Improved:
- ____________________________________________________________________________________
- ____________________________________________________________________________________
Rule 3: Use specific words to express pleasant and Neutral idea

Rule 4 The choice of the Active or Passive voice

Compare the wordings below, which one sounds better?
E.g. 1:
- You should pack the goods in a proper manner. _______________________________________
- The goods should be packed in a proper manner. _______________________________________
E.g. 2:
- Your personnel has to make out a full set of documents. _______________________________________
- A full set of documents is required to be made out. _______________________________________
Comments: In the case of more emphasis used on the on the actions or the objects, the passive voice is more
concise and direct.
E.g. 3:
- You made some mistakes in packing.
=> _______________________________________
or better:
=> _______________________________________

3. Direct and Indirect Arrangements

- Direct arrangement = Deductive
23
- Indirect arrangement = Inductive
Read the two extracts of an offer and a sales letter below, which arrangement, direct or indirect, has been used?
(1) “Our terms and conditions are extremely reasonable. Details of the new prices for your market are
enclosed, and you will see that the average price reduction is 5%. As our prices are quoted c.i.f. Liverpool, you
will agree that they are considerably lower than those of manufacturers of similar batteries, both here in
Vietnam and elsewhere.”

- => _______________________________________

(2) “There is no need for you to make up your mind right now. First why not let us give you a free
demonstration in your own home without any obligation whatsoever? However, if you are looking for an
investment with an annual average return of over 20%, then here is your opportunity. If you post the enclosed
card to reach us by the end of August, we can complete the installation for you in good time before winter sets
in. Secure your home with SEALTITE! “
=> _______________________________________
What’s the problem with the following message?
Dear Sir
Thank you for your letter dated 30 August, 20--concerning our offer No. TV128 for Vietnamese china and
ceramicware.
First of all, with regard to your request for a discount of 10% on orders of 1000units, we regret that it would
not be worthwhile for us to supply you with such a discount because we are always working on low profit
margins.
As to your request for deferred payment term, at 90 days’ sight in place of 30 days, we find it quite acceptable,
in view of your past customs with us.
Thank you for your interest and we look forward to receiving your early official order.
Yours faithfully

Problem: _________________________________________________________________________

Notes: To any message, good or bad news, readers will react in one of the following ways:
- The reader will be pleased.
- The reader will be displeased.
- The reader will be neither pleased nor displeased but will have at least some degree of interest.
- The reader will have little initial interest.
Appropriate order of arrangement:
- Good-news messages, to be arranged in the direct order (E.g.: the neutral, good news letters and
memorandums)
- Bad news messages, to be arranged in the indirect order. (E.g.: Refusing requests, claims and adjustments or
credits)
- Neutral or informational messages in which the reader has some initial interest, to be arranged in the direct
order. (E.g.: the neutral, good news letters)
- Persuasive messages in which the reader is assumed to have little initial interest (E.g.: sales messages,
persuasive requests) to be arranged in a modification of the indirect order.
Suggestions:
- Good - news messages: should be at the first Para and in the first sentence.

24
- Bad-news messages: Start with some pleasant aspect of the situation or develop a neutral, relevant, diplomatic
paragraph.
- Mixture of good and bad news messages: Good news should be given first, then state bad news.
- Messages that request action from the reader, end with an action:
State the requested action directly, do not imply.
Make the action easy. (E.g.: enclose card, tel. No., address, opening hours…)
Motivate prompt action without being demanding, dictatorial…

4. Nondiscriminatory language
What the problem with the following sentences?
- Although my manager is female, she is very active and decisive.
=> ____________________________________
Compare the sentences below, which one sounds better?
E.g 1:
(1) An accountant can update his knowledge by attending seminars.__________________________
(2) Accountants can update their knowledge by attending seminars. __________________________
E.g.2:
(1) Each employee should sign and return his approved vacation request form. ______________________
(2) Approved vacation request forms should be signed and returned. __________________________
Comments:
- Avoid sexist language as it can destroy goodwill by using plural nouns or passive voice. Avoid masculine
pronouns except when referring specially to males.
- Avoid other forms of discriminatory language:
Don’t use Use
Businessman
Chairman
Councilman or alderman
Countryman
Lawyers and their wives
Fireman
Fisherman
Foreman
Housewife
Journeyman
Mailman/ postman
Mankind
Man-made
Manpower
Mother and child
Policeman
Repairman
Salesman
Spokesman
Stewardess
Woman attorney, male nurse, poetess

25
Part 2 Achieving correctness, conciseness, completeness, readability, and the desired emphasis
1. Accuracy and knowledge: the vital ingredients
(1) Accuracy in figures, weight, measurement, currency
Consider the following sentences, what misunderstandings may arise?
- The total weight is 500T, shipped on Board the vessel Songhau, ETD: 8/9/20—.
- The unit price, stipulated on the Invoice is $4,5…
Comment: _____________________________________________.
Notes:
- US $3.5 => (in words: three dollars and five pence)
- Is $3.500 and $ 3,500 the same???
-Ton:
Short ton/Net ton: 907 kgs (American)
Long ton/Gross ton: 1016 kgs (British)
Metric Ton: 1000kgs
(2) Accuracy in language used
Notice the differences in meaning in the following sentences:
E.g 1:
- All sales representatives who have exceeded their quotas will receive a 10% bonus.
- All sales representatives, who have exceeded their quotas, will receive a 10% bonus.
E.g 2:
-The old publications which originally sold for $2 or less are to be destroyed.
-The old publications, which originally sold for $2 or less, are to be destroyed.
E.g 3:
- The customers’ orders were promptly filed.
- The customer’s orders were promptly filed.
E.g 4:
- Will the increase in total sales affect the expected salary increase?
- Will the increase in total sales effect the expected salary increase?
E.g 5:
- We appreciate your hospitality.
- We appreciate your hostility.
Comment: Grammatical errors, mistakes, misspelling, wrong use of words will weaken the reader’s confidence
in the writer’s overall competence and sometimes give rise to misunderstandings.

Frequently confused or misused words

 Adapt <> adept  Precede <> proceed

 Advice <>advise;  Principal <> principle;
 Affect <>effect;  Quiet <> quite;
 Anxious <>eager;  Sometime <> some time;
 Appraise, <>apprise;  Stationary <> stationery
 Credible <> creditable;  In future <>In the future
 Discrete <>discreet;  In case <> in the case
 Farther <>further;  Damage <>damages
 Lose <> loose;  Company’s car <> company car
 Moral <> morale;

26
2. The language of business
(1) Be courteous and considerate
Consider the following sentences if they are of courteous wording:
- As you are our esteemed customer, we are willing to offer you a discount of 10%.
- Thank you for your kind enquiry.
Comment: Courtesy does not mean use of old-fashioned (obsolete) words

Old-fashioned (obsolete) expressions Simple expressions

According to our records
Arrived at the conclusion
At a later date
Due to the fact that
Enclosed herewith
Enumerate
I want to take this opportunity to tell you that we are
grateful to you
I wish to say that we are glad
I wish to say that we are glad
In due course
In the course of transportation
Kindly
Within the course of the next week

- We are quite disappointed with your service.

Improved: ______________________________________________________________________
Comment: Courtesy is a quality that enables a request to be refused without killing all hope of future business.
- Thank you for your letter last month.
Improved: => _________________________________________________________________
Comment:
- Courtesy means replying promptly to all letters-answer letters on the same day they are received if possible. If
you cannot answer immediately, write and explain why.
- Courtesy means understanding and respecting the recipient’s point of view and resisting the temptation to
reply as if they were wrong.
- If you feel your correspondent’s comments are unfair, try to respond tactfully without giving offence. Try to
resist the temptation to reply to a rude letter in the same tone. Instead, answer courteously without lowering
your dignity.

(2) Adopt a tone suited to the occasion

What’s the problem with the following sentences?
- We cannot do anything about your problem.
- This problem would not have happened if you had connected the wires properly.
- Your television’s guarantee is up, so you will have to pay for it to be fixed.
Comment: They sound ____________________________________________________________
Improved:
- ______________________________________________________________________________

27
- ______________________________________________________________________________
- ______________________________________________________________________________
=> The tone must be correct as it reflects the suitable spirit for a message.
(3) Use concise, avoid wordy sentences
- Wordy : In most cases the date of the inquiry is indicated in the upper right corner.
Concise : _______________________________________________________________
Wordy : She bought desks that are of the executive type.
Concise : _______________________________________________________________
Wordy : The reports are to be submitted by employees prior to 5:00 p.m.; at which time they will be received
by Ali.
Concise : _______________________________________________________________
Lengthy sentence: I refer to my letter of 13th June and am writing to advise you that if we do not receive your
completed application form within the next fourteen days, I shall have no alternative but to arrange property
insurance on the bank's block policy.
Concise sentence: I have not yet received your reply to my letter of 13th June. If we do not receive your
completed application form within fourteen days, I shall have to arrange property insurance on the bank's block
policy.

3. The principles of Emphasis

(1) Using manual techniques: Underline, Capital, Upper case, Bold, Italic:
- Please, remember that the cost is ONLY $5
(2) Using conventional emphasizers:
- We ____________explain this matter to you last week.
- We ____________ hope to receive your comments on this problem.
(3) Question forms
- Have you ever thought of an efficient but cheap accounts software packages? We are your answer.
- Have you ever considered the impression your remark will make?
(4) Inversion
- Hardly ever have we made a mistake in packing.
- Not only are our products popular because of their attractive designs but their competitive prices as well.
(5) Common expressions used to emphasize an idea, suggestion, comment…
- It is of utmost importance that…
- It is essential /of the essence that…
- It should be noted that/Notably/ Should you note that…
- Ones should always bear in mind that…

Part 3 Practices
Practice 1 Rewrite the following sentences in a more businesslike styles
1. Mankind has evolved immensely since the Industrial Revolution.
________________________________________________________________________________
2. As editor of the magazine I am forced to reject the article you submitted for application.
________________________________________________________________________________
3. If you do not follow the enclosed instructions, you will not be able to assemble the doll house.
________________________________________________________________________________
4. In your recent letter you neglected to tell me the date and time of the proposed meeting.
________________________________________________________________________________
5. I am pleased to inform you that we have approved your request for an automobile loan.
28
________________________________________________________________________________
6. We are sorry that we must reject your request.
________________________________________________________________________________
7. I am surprised that you say that our merchandise has not given good service, but if you will bring it in, we
will consider making some kind of adjustment.
________________________________________________________________________________
________________________________________________________________________________
8. Your memo indicated that you are ignorant of policies in our credit department.
________________________________________________________________________________
9. I was sorry to hear that you have been fired/sack dismiss/ lay off
________________________________________________________________________________
10. We think that this is an unfortunate mistake and trust that you will continue buying from us.
________________________________________________________________________________
11. When you make delivery, don’t forget to inform us right away.
________________________________________________________________________________
12. Unfortunately, it will be impossible to finish the project on time because of the problems some people are
causing with submitting their work late.
________________________________________________________________________________
13. Don’t forget to book a meeting room a week in advance.
________________________________________________________________________________
14. I will be out of town from February 13 until February 18, and will not be able to meet with you until after
that.
________________________________________________________________________________
15. I’m sorry we cannot discuss a cap on selling prices because the key decision maker is not available until
Monday.
________________________________________________________________________________
16. We are indebted for your name and address to the British Embassy.
________________________________________________________________________________
17. The Farmers National Bank thanks you for opening a checking account with us.
________________________________________________________________________________
18. We will correct the damage to the goods but will charge you additional material costs and manpower.
________________________________________________________________________________
________________________________________________________________________________
19. You can't hope to have further discount from us due to strong demand.
________________________________________________________________________________
20. Your television’s guarantee is up, so you will have to pay for it to be fixed.
Practice 2 Rewrite the following letter to make it more business-like
Dear Sir
You have owed us £567.00 since February, which means you haven't paid us for three months.
We have written to you twice and you haven’t bothered to answer us, yet you've been a customer for years.
Anyway, we' re not going to put up with this, so if you don't tell us why you haven't paid, or send the money
you owe us in ten days, we'll sue you.
After all, we've got bills to pay too, and besides we explained our rules for giving credit, i.e. payment on due
dates, some time ago.
Yours,
R. Lancaster (Mr.)

29
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
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Unit 4 TRANSLATION PRINCIPLES FOR BUSINESS CORRESPONDENCE

Part 1 Translation of text structure

Rules:
- Be aware of the commonly accepted structures of certain types of business leters in Vietnamese and English
business culture.
- Restructure or modify the source texts to suit the commonly accepted structure of the target texts.

Part 2. Translation of experimental meaning

1 General and business meanings
- In view of your past customs with us, we are willing to offer a discount of 15% for this shipment.
__________________________________________________________________________________
__________________________________________________________________________________
- As the type of goods is new to our market, please let us have 1000 units on approval.
__________________________________________________________________________________
__________________________________________________________________________________
Từ vựng Nghĩa thông thường Ngữ nghĩa thương mại
On Approval Chấp nhận, phê duyệt
Acquisition (n) Sự đạt được, giành được
Balance (n) sự cân bằng
Bank (n) Bờ sông, bãi ngầm
Book (n), bookings Sách, việc đặt chỗ
Clear (v) Làm sạch, làm gọn gàng
Composition (n) Việc sáng tác, tác phẩm, bài
tiểu luận
Consignment (n) Sự ủy thác, giao phó
Correspondence (n) sự tương ứng, thích hợp
Cover (v) Bao gồm, che phủ, trải dài
Custom Phong tục, tập quán, thông
lệ
Deal sự chia bài, đối xử
Demonstration (n) Sự thể hiện, bày tỏ
Design (n) Việc thiết kế, bản phác thảo
Disposal (n) Sự bỏ đi, tùy ý
Dividend (n) Sự phân chia
Document (n) Văn bản, tài liệu
Draft (n) Bản nháp, bản phác thảo
Enquiry, Inquiry, Đề nghị, yêu cầu
query (n)
Guarantee (n) Bảo đảm
Interest (n) Sự quan tâm
Launch (v/n) Hạ thủy (tàu), phóng (tên
lửa), tấn công
Line (n) đường, tuyến
Liquidate (v) Loại trừ, trừ khử ai
Marking (n) Ký hiệu, dấu hiệu
31
Maturity (n) Tính trưởng thành, chín
chắn
Minute (n) Phút
Offer (n) Đề nghị
Order (n) Yêu cầu, mệnh lệnh
Origin (n) nguồn gốc, ban đầu
Outstanding (adj) Nổi tiếng, xuất sắc
Policy (n) chính sách, quy định
Portfolio (n) Cặp giấy tờ, hồ sơ

Principal (n) Hiệu trưởng, nguồn gốc,

nguyên tắc
Quotation (n) Sự trích dẫn
Range (n) dãy, hàng
Recover (v) lấy lại, bù lại, hồi phục (sức
khỏe)
Settlement (n) giải quyết
Specification (n) sự định rõ
Stand (n) Khán đài
Statement (n) sự tuyên bố, sự trình bày
Term (n) Thời hạn, thuật ngữ
Turnover (n) Bánh kẹp

2 Word collocations
- Vui lòng thực hiện khảo sát cho những mặt hàng này tại thị trường quý ngài và cho chúng tôi biết kết quả
sớm.
__________________________________________________________________________________
__________________________________________________________________________________
- Lưu ý rằng nếu việc thực hiện hợp đồng bị trì hoãn bởi sự cố bất khả kháng, thì bên bị bất khả kháng sẽ được
xem là không có lỗi.
__________________________________________________________________________________
__________________________________________________________________________________
3 Special Business Terminology (Jargons)
(1) Terminology in payment
- As we often deal on payment by sight confirmed L/C for fast turnover, we will not be able to offer any cash
discount.
__________________________________________________________________________________
__________________________________________________________________________________
- Please note that lumpsum in place of stage payment is required for this project.
__________________________________________________________________________________
__________________________________________________________________________________
Common Terminology in payment
- TT: Telegraphic Transfer: __________________________________________
- Counter Trade: __________________________________________
- Buy-back: __________________________________________
- Barter: __________________________________________
32
- Consignment sale: __________________________________________
- Cash in advanve: __________________________________________
- payment on approval/ sale or return: __________________________________________
- Open account: __________________________________________
- L/C: Letter of Credit: __________________________________________
- Irrevocable L/C: __________________________________________
- Revocable L/C: __________________________________________
- Stand-by L/C: __________________________________________
- Back-to-back L/C: __________________________________________
- Transferable L/C: __________________________________________
- Deferred L/C: __________________________________________
- Sight L/C (=L/C at sight): __________________________________________
- Confirmed L/C: __________________________________________
- Documentary draft: __________________________________________
- Clean Collection: __________________________________________
- Documentary collection: __________________________________________
- Draft = Bill of Exchange: __________________________________________
- Sight draft: __________________________________________
- Usance/time draft: __________________________________________
- Clean draft: __________________________________________
DP: Documents against Payment: __________________________________________
DA: Documents against Acceptance: __________________________________________
COD: Cash on Delivery: __________________________________________
CBS: Cash before Shipment: __________________________________________
CND: Cash next Delivery: __________________________________________
CWO: Cash with Order: __________________________________________
- Cheque (Check): __________________________________________
- Lump sum payment: __________________________________________
- Stage payment: __________________________________________

(2) Terminology in forwarding and transportation

- In order to avoid any Concealed Loss and inherent vice, the goods should be packed in a proper manner.
________________________________________________________________________________
- In case the cargoes are not available for loading at the delivery date, dead freight will be for your account.
________________________________________________________________________________
Common Terminology in forwarding and transportation
- Clean B/L: _____________________________________________
- Claused B/L: _____________________________________________
- B/L to bearer: _____________________________________________
- Through B/L: _____________________________________________
- Direct B/L: _____________________________________________
- Multimodal B/L: _____________________________________________
- House B/L: _____________________________________________
- Less than a container load (LCL): _____________________________________________
- Full container load (FCL): _____________________________________________
- Spot-terminal: _____________________________________________
- Commodity: _____________________________________________
33
- Concealed Loss: _____________________________________________
- Consignee: _____________________________________________
- Consigner (Shipper): _____________________________________________
- Freight charge: _____________________________________________
- Dead freight: _____________________________________________
- Freight Forwarder: _____________________________________________
- Multimodal: _____________________________________________
(3) Terminology in insurance
- Although the carrier is responsible for loss or damage to the goods in transit, they will be exempted for
general average.
____________________________________________________________________________________
- In our opinion, it is advisable to obtain package policy for this shipment.
____________________________________________________________________________________
Common Terminology in insurance
- Abandonment and salvage: __________________________________________________
- Back Freight: __________________________________________________
- Back Letter: __________________________________________________
- Face Amount (Face of policy) __________________________________________________
- Facility of Payment Clause: __________________________________________________
- General average: __________________________________________________
- Particular average: __________________________________________________
- Package policy: __________________________________________________
- Paid losses: __________________________________________________
- Paid-in capital: __________________________________________________
- Paid-up insurance: __________________________________________________
- Paid-up policy reserve: __________________________________________________
- Parcel post policy: __________________________________________________
- Partial loss: __________________________________________________
- Quantum of Interest: __________________________________________________
- Quarantine Restrictions: __________________________________________________
- Quay to quay: __________________________________________________
- Quid Pro Quo: __________________________________________________
- Rate Making: __________________________________________________

Part 3 Translation of textual meaning

(1)Translation of the passive voice
- As the date of delivery is approaching, you are requested to quickly expedite the establishment of the L/C.
________________________________________________________________________________
(2) Translation of clauses
- Khi con tàu Shangmaru cập cảng Sài gòn, chúng tôi đã nhận toàn bộ lô hàng theo Hợp đồng số 123.
________________________________________________________________________________
(3) Nominalization and Verbalization
- Trường hợp quý ngài cần gấp số hàng này, chúng tôi sẽ sắp xếp gửi bằng đường hàng không.
________________________________________________________________________________
(4) Translation of personal possessive adjectives
- In your letter dated 1 July, you did not state the terms of payment.
________________________________________________________________________________
34
Part 4 Translation of interpersonal meaning
(1) Translation of requests
- Shipping documents are required to be made in triplicate.
________________________________________________________________________________
-The goods should be packed in a good manner.
________________________________________________________________________________
(2) Use words suited to the degree of formality
- Cần lưu ý rằng, người bán phải thông báo cho người mua về tình hình giao hàng 7 ngày trước ngày giao hàng
thỏa thuận. (Trang trọng)
________________________________________________________________________________
________________________________________________________________________________
- Nếu ông thông báo sớm kết quả giám định mức độ tổn thất, chúng tôi sẽ bồi thường ngay nếu có. (Trung tính)
=> ________________________________________________________________________________
(3) Translation of direct and indirect speech
- Chúng tôi lấy làm biết ơn nếu ông có thể gửi hàng thay thế cho số hàng bị thất lạc. (Indirect speech)
________________________________________________________________________________
(4) Translation of terms referring to writers and readers
- Ngân hàng Eximbank xin bày tỏ lời cảm ơn chân thành tới quý khách hàng đã ủng hộ trong thời gian qua.
________________________________________________________________________________
________________________________________________________________________________
- Nếu quý khách bỏ quên hành lý, vui lòng liên lạc với chúng tôi tại quầy trả đồ thất lạc.
________________________________________________________________________________
- Chúng tôi sẽ tới thăm phòng trưng bày hàng hóa của quý công ty vào tuần tới.
________________________________________________________________________________
Part 5 Practices
Practice 1. Translate the following letters into English
Thưa Quý Công ty,
Qua quảng cáo của quý công ty trên tờ Tuổi Trẻ, tôi rất mong được hợp tác làm việc cùng quý công ty và tôi
đánh giá rất cao những giá trị mà công ty đã mang lại cho khách hàng của mình và trên hết là công ty đang tạo
điều kiện cho những ai đang muốn tìm kiếm một cơ hội nghề nghiệp hấp dẫn hơn, thử thách hơn và thú vị hơn.
Tôi viết thư này gửi đến quý công ty nhằm đề cử cho chính mình vào vị trí phục vụ khách hàng mà công
tyđang cần tuyển.
Tôi cũng đã gửi kèm theo thư này một bản lí lịch miêu tả mọi thông tin cá nhân của tôi và những kinh nghiệm
mà tôi từng trải và những gì mà tôi đã được học. Tôi có 05 năm kinh nghiệm trong lĩnh vực quan hệ khách hàng
và nắm rất rõ mọi thông tin cần thiết trong lĩnh vực này. Vị trí hiện tại của tôi đã cung cấp cho tôi 2 năm kinh
nghiệm về việc lãnh đạo nhóm gồm 20 thành viên.
Tôi là người năng động, tự tin, trách nhiệm cao. Tôi mong muốn có cơ hội phát triển nhiều hơn nữa trong lĩnh
vực quan hệ khách hàng. Để có thể hỗ trợ cho chính mình trong lĩnh vực nghề nghiệp, tôi đã tham gia học một
khóa đào tạo 6 tháng về Quản trị bộ phận phục vụ khách hàng. Kết quả của khóa học vừa qua là tôi đã nâng cao
kinh nghiệm và chuyên môn của mình trong lĩnh vực này với những lý thuyết mới nhất về Quản trị nhân sự. Về
trình độ vi tính mà quý công ty yêu cầu, tôi rất tiếc là chưa làm quen với phần mềm FRONTPAGE,
DREAMWEAVER và FLASH, tuy nhiên tôi tin rằng với nỗ lực và trình độ của mình, tôi sẽ nắm được cách sử
dụng các ứng dụng này trong thời gian ngắn nhất.
Tôi mong rằng quý công ty sẽ chấp nhận nguyện vọng của tôi và tôi xin hứa nếu được vào làm sẽ thực hiện tốt
mọi công tác được giao.
Tôi chân thành cảm ơn và kính chúc quý công ty làm ăn ngày càng thịnh vượng.
Trân trọng kính chào,

35
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Practice 2. Translation of experimental meaning. Pay attention to the words in italic.

(1) English-Vietnamese translation
1. The claim problem is still under negotiation.
_________________________________________________________________________________
2. Please amend the L/C accordingly so as to enable our negotiation of draft.
_________________________________________________________________________________
3. Our policy is payment by sight draft, documents against pay ment.
_________________________________________________________________________________
4. We shall take out insurance at this end under our open policy.
36
_________________________________________________________________________________
5. We hope to receive your back letter.
_________________________________________________________________________________
(2) Vietnamese-English translation
1. Trường hợp không có hàng để giao vào thời gian giao hàng, cước khống sẽ tính cho người bán chịu.
_________________________________________________________________________________
_________________________________________________________________________________
2. Do vào thời điểm này chúng tôi đang kiểm kê hàng tồn kho nên không thể giải quyết ngay yêu cầu của quý
ngài.
_________________________________________________________________________________
_________________________________________________________________________________
3. Chúng tôi chủ yếu xuất khẩu hàng thủ công chẳng hạn như hàng sơn mài, hàng tre, và hàng sứ.
_________________________________________________________________________________
4. Giám định đã được thực hiện đối với lô hàng này và kết quả phát hiện nhiều tổn thất.
_________________________________________________________________________________
5. Trong quá trình thực hiện hợp đồng, nếu có tranh chấp hay mâu thuẫn phát sinh, vấn đề sẽ được chuyển cho
trọng tài giải quyết.
_________________________________________________________________________________
_________________________________________________________________________________
Practice 3 Translation of Textual meanings. Pay attention to the words in italic.
(1) English-Vietnamese tranlsation

1. In our report, we have presented the obstacles and merits of this project.
_________________________________________________________________________________
2. Payment by collection is required against the following documents.
_________________________________________________________________________________
3. Delivery is expected to be made within 03 months from the date of this order.
_________________________________________________________________________________
4. The articles will be sent through the post upon receipt of your order.
_________________________________________________________________________________
5. Disputes may be submitted for arbitration in case no settlement can be reached through negotiation between
both parties.
_________________________________________________________________________________
_________________________________________________________________________________
(2) Vietnamese-English translation
1. Chúng tôi đã nhận được và xin cảm ơn ngân phiếu của ngài số N0.248 trị giá 2000 đô la Mỹ để thanh toán
tiền hoa hồng của chúng tôi.
_________________________________________________________________________________
_________________________________________________________________________________
2. Chúng tôi xin gửi kèm theo đây các tài liệu chào hàng để quý ngài xem xét.
_________________________________________________________________________________
4. Khi phát hiện thấy ẩn tỳ, chúng tôi đã yêu cầu Vinacontrol tiến hành việc giám định đối với chuyến hàng
này.
_________________________________________________________________________________
_________________________________________________________________________________
5. Trong biên bản giám định, công ty SGS đã liệt kê số hàng bị thất lạc như sau.
_________________________________________________________________________________
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Practice 4 Translation of Interpersonal meanings. Pay attention to the words in italic.
(1) English Vietnamese tranlsation
1. Documents are required to be made in triplicate.
_________________________________________________________________________________
2.We will pay a visit to you next week.
_________________________________________________________________________________
3 Enclosed please find our survey report for the damaged items.
_________________________________________________________________________________
4. The quality of your products in this shipment is not up to our expectation.
_________________________________________________________________________________
5. We would like to appriciate your offer for this cooperation.
_________________________________________________________________________________
(2) Vietnamese-English translation
1. Trường hợp quý khách hàng phát hiện có lỗi trong sản phẩm, vui lòng thông báo ngay với chúng tôi.
_________________________________________________________________________________
_________________________________________________________________________________
2. Cần lưu ý rằng, người bán phải thông báo cho người mua về tình hình giao hàng 7 ngày trước ngày giao
hàng thỏa thuận.
_________________________________________________________________________________
_________________________________________________________________________________
3. Nếu ông đồng ý với mức chiết khấu này, vui lòng thông báo sớm.
_________________________________________________________________________________
4. Công ty chúng tôi sẽ sắp xếp thời gian thuận tiện để quý công ty đến giám định toàn bộ lô hàng này.
_________________________________________________________________________________
_________________________________________________________________________________
5. Thành thực mà nói, thành công của chúng tôi tùy thuộc vào mức độ hài lòng của quý khách đối với dịch vụ
của chúng tôi.
_________________________________________________________________________________
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38
Unit 5 MAKING ENQUIRIES
Structure and phraseology of an enquiry
1. Structure of an enquiry
- Tell the supplier how you obtained your potential supplier’s name.
- Introduce to your supplier what sort of firm you are.
- Indicating the state of the market.
- Ask for information (catalogues, pricelists, prospectus, samples, patterns …)
- Suggest terms, methods of payment, discounts.
- Hope for an early offer/ quotation/ reply

2. Phraseology
2.1. How you obtained your potential supplier’s name
We have seen your advertisement…
- in the latest/June issue /____________/ ____________ of the “TTC”.
- in your ___________________________ on the net
By the introduction of Vietcochamber, …we are pleased to learn…
of your name and address
- that you are a sole/ ____________ exporter/ …………………… of…
- We were very impressed by your products displayed at Quang Trung Fair/ ………………….…

2.2Tell your supplier what sort of firm you are

- We are a ____________/ ____________/____________ importer/ distributor of… and are actively
____________ in importing….
- We would take this opportunity of introducing ____________ as a chain store/wholesaler located/
____________ in Hochiminh City, specializing/ dealing in all kinds of…
2.3 Indicate the state of the market
- At the moment we are ____________in your ____________
- We are now in the ____________for ____________and wish to purchase about…
- We are now ____________ ____________the possibility of…
+ adding some new products into our present stock.
+ expanding our business into…
2.4. Ask for information (catalogues, price-list, prospectus, samples, patterns…)
- We would be grateful/obliged if you could send us/ ____________your sales documents/ current
pricelist/latest catalogue…
- It would be helpful for us if you could send us your sample /____________ /____________ of the range you
are manufacturing/supplying now.
2.5. Suggest terms, methods of payment, discounts…
- The price is____________to be CIF Saigon port.
- As we are a regular customer of this range, would you ____________us a quantity / ____________ /
____________ /____________discount of 10%…
- We would expect payment by…
- As this line is new to us, would it be possible for us to have about 100 units, ____________/ ____________ /
to test the market demand.
- We usually ____________ ____________on 30% discount on orders of more than 2000 units.
2.6. Hope for an early offer / quotation / reply….
- Sales ____________ of your products in this market are good/ ____________/ ____________
- We look forward to receiving your early ____________/ ____________ /____________
39
Unit 6 MAKING REPIES AND QUOTATIONS
Structure and phraseology of a reply & quotation
1. Structure of a reply & quotation
- Express thanks to the enquiry and confirm your sale
- Enclose necessary sales literatures/ documents
- State the terms and conditions
- Express regret (if any)
- Add favorable comments
- Hope for an order
2. Phraseology
2.1. Express thanks to the enquiry and confirm your sale
- We thank you for your enquiry dated / ____________12 August, 20-- ________which you asked us about the
range of__
- We are pleased to ____________.of your interest from your letter of__ in our__
=> and are glad/pleased to ________.you that:
- We can supply from ____________ and have no trouble in ____________.the delivery date.
- We will be able to deliver the goods you ______________

2.2 Enclose sales literatures/documents

- As __________., we are pleased to enclose our __
- Enclosed you will find our __________ catalogue, ____________pricelist.
- Details of our terms of ____________for your market are enclosed
=> you will easily find/__________ that our terms and conditions are extremely ____________/
____________/____________.
2.3 State the terms and conditions
(1) Prices
We are pleased to quote as follows:
- The unit price for each item/________._________ is USD 500-FOB, Saigon port__
- The quoted price is firm/________/ ________. until 12 August, 20--only.
- Please _________that the prices should be understood CIF London _________________________ packing
- The prices are ____________to change as the market demand is fluctuating.
(2) Discounts
- Our ____________trade discount for this range is 5% but we are prepared to offer __________5% cash
discount for orders of USD 10000.
-To maintain your ___________with us
-In view of your past __________with us
=> we will be offering an additional rate of 5% to __________ __________ wholesalers like you.
=> We are willing to offer a trade/quantity discount of 5% on order of 5000 units or____________.
(3) Payment
- Payment should be made by L/C at 60 days ____________.
- Payment is ____________ by sight draft, documents against payment. (DP)
(4) Delivery
- Delivery can be made without any delay/within 15 days upon receipt of your ________________ orders.
- As there are regular ____________from Saigon to London every week, __________ goods will reach you
within 30 days from the date of your formal orders.
- On receipt of your firm order, the goods will certainly be arranged for ____________ without any delay and
you will have the goods at ___________ in only 15 days.
40
- You will ____________.have the goods you ask for in 15 days from today’s date ____________ your order
comes to us in ___________ 3 days.
2. 4. Express regret (if any)
(1). Prices and discounts
- Because of their ___________. price and the ___________ profit margin we are __________.on, we will not
be offering any trade discounts on this consignment.
- As the quoted prices have __________us with the smallest profit margins, we regret that we cannot offer you
any discount on orders of ___________ 5000 units.
- It would not be ________________ for us granting a discount of 5% as the usual ______________ of trade
discount in Vietnam for this range is only 3%.
- If you were interested in a cheaper____________ , we would highly ______________ the range of … which
are of a little lower in ________________ but at much lower prices.
(2) Payment
- We regret our ____________to accept payment by T/T because our policy is to require new customers to pay
by L/C to ______________ mutual rights and responsibilities of sellers as well as buyers
- We are sorry that we cannot see our ____________ to accept your requirement for ____________ by DA, 60
days sight draft
- We find it ______________ to offer any credit for this consignment as we often ____________. on low profit
for fast turnover.
(3) Delivery
- As the ____________ for this range is extremely high at this time of the year, you will have to ___________
another 6 weeks before we can make delivery.
- Delivery within 2 weeks ____________ to be impossible for us, as we have to ________________ the goods
from our manufacturers/suppliers.
(4) Size of order
- We are a small supplier and we cannot ____________ deal with orders of 5000 units at one __________
- We are ____________ that, in your case, you should ________________. a retailer rather than a wholesaler.
2.5. Add your favorable comments
- We are ____________ /____________that you will find our products:
 of best value for ____________
 a __________sale
 sell well ____________in your market
 completely meet your customers’____________.
- You can rest ____________that the various designs and ______________ colors of our products will:
 give your customers long lasting____________.
 win the ______________ of your customers
- We are offering the goods at ______________ generous terms and conditions and hope that you do not
________.to miss such an excellent opportunity.
2.6. Hope for order
- If you are interested in /require further information/ If you have any queries/ request:
 please ____________ us on…
 please do not hesitate to let us know
 feel __________ to contact me on…
=> and we will be willing to be of any ____________ to you
- We look forward to:
 receiving your early____________.
 having your early ______________
41
Unit 7 MAKING OFFERS
Structure and phraseology of an offer

1. Structure of an offer
(1) Opening
- Express thanks for an enquiry
- Pleasure to offer
(2) Major Terms and Conditions
- Commodity - Payment
- Quality - Delivery
- Quantity - Packing and marking
- Price - Validity
(3) Additional suggestions
- Ask for instructions
- Give comments, encourage an order or promise
- Offer for other items
(4) Closing
- Hope for future order

2. Phraseoloy
2.1. Opening
Express thanks for an enquiry
- We thank you for your inquiry of … and are pleased to______________ of your requirements / demand for…
- We are pleased to learn from your inquiry dated.. that you are ______________ in our range of…
Pleasure to offer
- As a result of the______________supply situation we are able to offer you firm, for ______________delivery
the range of …
- You will be glad to learn that improved methods of production have ______________us to offer you our
products of… at a ______________ price for large quantities
=> Please ______________the following terms and conditions:
=> We, therefore, are making a ______________offer on the terms and conditions as follows:

2.2. Terms and conditions

(1) Commodity
General stipulations:
Principal name+ Brand name + main specifications/description + year of manufacture + Origin

E.g.: ____________________________________________________________________________________
- TOYOTA Tractors Model LH97, brand new, made in 20--, in Japan.
(2) Quality/Description/ Specifications
a) Sale by sample
e.g.:
- As per sample (kept by/ sent to)
- About as per sample____________by seller____________by both parties, at buyer’s/ seller’s/ a third party’s
(bank, ICC…)____________, such sample forms an____________part of this offer.
b) Sale by standard

42
- In accordance with the Vietnamese State’s Standard No.TCVN… in ____________in Vietnam
c) Sale by Technical documents (Catalogue, Index, Appendix, Annex No…)
- In ____________with Seller’s Technical Drawing, signed by both parties attached herein, being an integral
part of the ____________offer.
- See the annex/index/appendix ____________ herein…

d) Sale as seen/ Sale as is; (Inspected and approved)

- The goods will be supplied on the basis of “sale as is”/ “inspected and approved by the buyer”
e) Sale by description:
- Stating the specifications of the goods
Agricultural products:
rice-grain, maize, groundnut kernel, sesame, cassava, coffee bean, cashew-nuts…
Specifications:
Agricultural products:
- Foreign matters, Humidity, Moisture
- Granity, Broken, Defective nuts
- Grain size, Inherent vice
E.g.: Vietnamese Long white Rice
Humidity: 14.5% max.
Foreign matters: 0.4% Max
- Machinery: Capacity, engine (cubic Cm), performance…

(3) Quantity
- Unit calculated, quantity, weight: Unit/ piece/ set/ service/ dozen/ gross…
- Tolerance/approximately/ more or less/ (+/)
- The option of tolerance: at buyer’s/seller’s option/ Price applied to the optional quantity.
- Franchising
- Spare parts /accessories … included or excluded
E.g.:
- Quantity: 1000 MT, 5% more or less at seller’s option; Franchising: 1%.

(4) Price (7 items)

• Paying currency, Calculating currency (If any)/ Rate of exchange (if any)
• Unit of weights and measures: e.g.: 80,000USD/set/gross/MT…
• Terms of delivery: FAS/FOB/CIF…
• Documents referred: with/without Incoterms or any other documents
• Packing charge included or excluded
• With or without spare parts/ accessories/ empty bags
E.g.:
Unit Price: USD20/Unit, FOB Saigon port, subject to Incoterms 2010, including packing, 300 empty boxes
Total Value: USD 20,000.00
(In words: twenty thousand US dollars only)
(5) Payment
a) General stipulations
• By TT/ cash
• Collection: DA; DP

43
 • Mail order: COD, CWO (for domestic transactions)
b) Payment by L/C (8 items)
- Type of L/C used: Deferred/ sight L/C - Value of L/C
- Name of issuing bank - Name of beneficiary
- Name of advising bank - Validity of L/C
- Currency of L/C - Documents required: Invoice, B/L, Packing List…
Example:
Payment (1) is made by confirmed irrevocable Letter of Credit, (2) in United States Dollars, (3) opened at
Tokyo Commercial Bank, (4) 15 days prior to the shipment, (5) valid for 45 days, (6) to the account of
Vietcombank, (7) in our favour for the full value of the goods to be shipped, which mentioned: Transshipment,
partial shipment and re-export are prohibited, (8) against the following documents in triplicate unless
otherwise stated:
Common documents required:
(1) Full set of Clean on board B/L (3/3) (6) Certificate of Origin
(2) Signed Commercial Invoice (7) Work’s Test certificate
(3) Packing List (8) Consular Invoice (duplicate)
(4) Mate’s receipt (duplicate) (9) Insurance policy/certificate
(5) Inspection certificates, such as Certificate of
quality/ quantity/fumigation/sanitary..
(6) Delivery
- Time of delivery
- Place of delivery: port of loading/discharge/ transshipment…
- Other stipulations: partial shipments, transshipment: allowed/ prohibited; stale B/L: acceptable/ unacceptable
E.g.:
Delivery:
- In one shipment in July,20—
- Port of loading: Saigon port
- Port of discharge: Liverpool
- Transshipment: prohibited
- Partial shipment: prohibited
- Stale B/L: not accepted
(7) Packaging and marking
a) Packaging
General stipulations

- in accordance with your/buyer’s instructions.

- suitable for sea transport / in export standard packing
- in sea worthy packing/ in unused cases
Particular stipulations:
Type of packaging, material used, plies, strapping, hooping, nailing…
b) Marking
General stipulations
- In accordance with your/the buyer’s instructions
- In weather-proof ink/paint
Particular stipulations:
- Wording + illustrative symbol
44
(8) Validity
- This offer is valid and effective/ ____________ for .... days; until .....( and has to be confirmed by us
thereafter)
- This offer remains ____________for it within ... days.
- Subject to the goods being ____________when the order is received.
- Prices quoted are ____________.and not subject to changes/ ____________./ increase provided our offer is
accepted within the next 20 days

3. Additional suggestions
(1) Ask for instructions
- Please cable your____________immediately for the present offer remains ____________for it within 15
days.
- If you decide to ____________our offer, please cable your acceptance by return of post.
- Please send us your ____________by telex so that we can learn of your exact ____________.
(2) Give comments, encourage an order and promise
- Our whole____________is at your service. We hope you will make use of it / take every advantage of this
offer.
- We should appreciate the opportunity of showing you how ____________we can serve you.
- If you think that our offer meets your____________, please let us have your order at an early date, as
____________are limited
(3) Offer for other items
- If you are not interested in the above mentioned range, we would take a ____________ of enclosing our
similar ones, which are of different ____________for your consideration.
- If you find the prices offered for the goods in____________ high, we are enclosing the similar ranges, which
are of little ____________quality but at much more ____________ prices.

4. Closing
Positive ending: Hope for future order
- We look forward to receiving your early order
- We will hold a quantity in ____________ for you, as we feel sure you would not wish to miss such an
opportunity.

45
Unit 8 PLACING AN ORDER
Structure and phraseology of an order
1. Structure of an order
1.1 Opening
- Express thanks to an offer/ quotation (if any)
- Pleasure to order
1.2 Terms and Conditions
(1) Commodity (5) Payment (9) Insurance
(2) Quality/ Specifications (6) Delivery (10) Technical documents
(3) Quantity (7) Packing (11) Guarantee/Warranty
(4) Price (8) Marking (12) Validity
1.3 Ending
- Stress the importance of due/promp delivery
- Hope for acceptance
- Positive ending

2. Phraseology
2.1. Opening
1. Express thanks for offer/quotation
- We thank you very much for your Offer (______________,______________) No 123 for ABC and are pleased
to place our firm Order No… under the terms and conditions as follows
2. Pleasure to order
- We ______________to purchase your range of ABC for immediate (June) shipment
- We are______________in your range of ABC and have______________to place a firm order with you.
=> Here are the terms and conditions and we hope you will find them______________
3. Terms and conditions
(1) Commodity
(2) Quality/Description/ Specifications
(3) Quantity => The same as an offer
(4) Price
(5) Payment
(6) Delivery
(7) Packing
E.g.: “In order to avoid (______________,______________) possible damage (______________ ,
______________ , ______________, ______________)
=> The goods are required to be packed (______________,______________) in strong (______________)
cartons (crates, boxes, cases….)
=> The cases (parcels, boxes,…) must be strengthened (______________ ,______________, ______________
) with ______________ (tape, ______________)
(8) Marking
- Marking is required to be made in weather-proof (______________) ink (______________).
- On the front side of the case, the name of the ______________, the name port of______________, the origin
of the goods and the case numbers should be______________.marked such as:
A.B.C, Saigon Port, Vietnam, Made in Japan, C/No 1/50
(9) Insurance

46
- Insurance shall be ______________ by the seller from a first class insurer nominated by the buyer, under the
terms:
+ Clause A/B/C
+ All risks: “From Warehouse Liverpool, U.K to Warehouse Saigon port, Vietnam
- The goods are required to be______________, under Marine All Risks terms, from warehouse Vietnam
to______________ Hamburg. The insurance is to be______________with a first class Vietnamese or foreign
insurer.
(10) Technical documents
- Technical documents are required to be made in 03 sets. 01 set should be ______________ to us earlier for
translation______________ The other 02 will be shipped with the______________
- All the necessary technical documents______________with the machine must be signed by you and sent to us
immediately upon your______________to this order.
(11) Guarantee/Warranty
- Guarantee will be 12 months from the date of delivery/______________/ ______________The seller shall be
liable for any defect, ______________in the goods delivered. If any defect comes to ______________ during
this period, the seller shall replace, ______________ , modify, ______________ , or make good such
______________ free of charge to the buyer.
- Warranty is 24 months after dispatch. Should the machines ______________to be defective during the
guarantee period, the Seller______________to replace or repair any defective part free of charge; this
warranty does not______________ to normal wear and tear or damage caused by ______________storage or
______________maintenance
(12) Validity
- This order is valid and ______________for 15 days from the date of this order.
- This order is______________ until 15 August, 20—

3. Ending
Stress the importance of due delivery
- We shall be very grateful for due (______________) shipment as we are in______________ need of the
goods for delivery.
Hope for acceptance
- I look forward to receiving your advice of dispatch/ ______________/______________. / confirmation.
Positive endings
We hope/trust that :
=> this will be the first of ______________ orders we will be placing with you
=> we will be able to submit______________orders with you , if this one is completed to our ______________
=> the ______________of this order will lead to further business between our corporations.

47
Unit 9 DECLINING AN ORDER AND MAKING A COUNTER-OFFER
Structure and phraseology of a counter offer
1. Structure of a counter offer
- Acknowledge receipt of order with thanks and regrets
- State the reasons
- Suggest other terms/conditions
- Propose alternative product(s) if any
- Hope for an acceptance/ another opportunity

2. Phraseology
2.1. Acknowledge receipt of order with thanks and regrets
- We would like to thank you for your Order No.123 for our…
- We have received and considered very carefully your Order No.…
 but are very _______________ that we are unable to handle your order for immediate shipment.
 but regret our inability to _______________ it.
 but afraid that we have to _______________/ _______________ your suggestions.

2.2 State the reasons

(1) Out of stock
We are sorry that all the items you asked for:
- are _______________ / _______________from stock.
- are no _______________ manufactured.
 Because:
- demand over the past few years has _______________
- our suppliers have _______________ their production at the moment.
(2) Bad reputation
- We would only be prepared to supply on a cash _______________
- We only supply on payment _______________ pro-forma invoice.
(3) Delivery
- As there is heavy _______________for this line now.
- As this is our_______________ season.
 It seems _______________ that we could deliver within the next four months.
=> Delivery could not _______________ be promised within the time given in your letter.
=> we would not be able to _______________ your order for the date you have given.
(4) Discount and price
- As we work on a _______________ turnover and low profit _______________,
- As our prices are _______________ competitive,
- As the prices quoted have _______________ us with only the smallest profit margins.
=> It would be _______________ for us to offer our products at the discounts you suggest.
=> It would not be _______________ for us to accept your prices/rate of discount.
(5) Payment terms
- We rely on quick _______________ , low profits, and a fast turnover, and therefore we cannot offer long-
term credit _______________
- We never offer quarterly terms on _______________ orders, even to our customers who can provide
_______________
- We only accept payment by L/C even to our _______________customers
48
(6) Size of order
- We are a small firm and could not _______________ handle an order for 20,000 units.
- We regret that we are unable to deal with such a small order but suggest you _______________ a stationery
retailer rather than a wholesaler.

2.3. Suggest other terms/conditions

However, in view of:
- your past _______________ with us
- the fact that we are now thinking of _______________ into this market
 We are willing/prepared to:
- accept payment by collection/consignment _______________
- offer you a credit of 30 days, as our final _______________
- try our best to make delivery on … at the _______________
- lower our price to USD…/unit as our _______________offer.
- raise such discount to 5% as a _______________ of goodwill.

2.4. Propose alternative products if any

However, if you are interested in a _______________ range:
 we are pleased to offer you model…, of the_______________ design but at very much lower price
 we would _______________ ABC, which is of a little lower quality, but at a much reasonable price
…and hope that it may be the kind which can be selling well in your market.

2.5. Hope for an acceptance/ another opportunity

- We do hope / trust that:
+ you will find this counter-offer/_______________ acceptable/_______________/favourable so that we can
_______________ our deal/we can be at your service.
+ you will _______________ our situation and look forward to another opportunity of the service to you.

49
Unit 10 PAYMENTS
Structure and phraseology of a reminder
1. Notes for Drafting Late Payment Letters and replies
1.1 Reminder Letters
- Letter should be printed on the company letterhead.
- Use a stern yet polite formal tone in the letter.
- Always mention the reminders in the subject line and number them.
- You may treat the third reminder as the final one.
- The intensity of warning should go on increasing with each reminder.
- Mention the date on which the payment was expected.
- You can also ask the defaulter to make payments in installments
- Always write a line stating that the letter should be ignored if the necessary action is taken at the end of the
letter.
- Mention the end date of the payment in the letter.
- To maintain a long-term relationship, give due consideration to the problems faced by the defaulter.
1.2 Explanation Letters
- Establish that you are aware about the late payment in the first paragraph itself.
- Mention a strong valid reason for the late payment in the body of the letter.
- Remind your creditor of your positive payment history.
- Keep the tone of the letter formal and refrain from using slang.
- Write on the company letterhead and in case of a personal letter, give your contact details
- Sending the letter as soon as you realize the payment is due is necessary.
- Ask for an extension of time period to make a pay back.
- Substantiate honest reason your stand by providing an and if possible, support it with a proof.
- Mention a repayment strategy, you can also propose to pay in installments.
- Fix a day for repayment and see to it that you stand by your commitment.
2. Phraseology
2.1. First request
(1) Mention the overdue account with Invoice No. and Enclose a copy of invoice
-We are writing concerning the ________________ October account for £3,171.63, a copy of which is
enclosed and which should have been ________________last month.
- With reference to your Invoice No. 8145376, for £1, 710 (see________________) which we expected to be
________________ three weeks ago, we still have not yet received your ________________
(2) Ask for payment or explanation of late payment
- We think you may have ________________invoice No. 5A 1910 for 351.95 (see copy) which was
________________last month.
- Please let us know why the ________________ has not been paid.
- Would you please either let us have your cheque, or an________________of why the invoice is
still________________?
- Please could you let us have your cheque to________________?

(3) Apologize if payment has been made.

If, however, you have already sent a remittance, then please________________this letter.
Please disregard this letter, if the ________________has already been taken.
Please ________________this letter, if you have already made the payment.
2.2. Second request
(1) Mention the previous request and the outstanding amount
50
- We wrote to you on 3 March concerning our January statement which is still ________________ Enclosed
you will find a copy of the statement and our letter.
- This is the________________letter I have sent you with regard to your March account which has not
been________________.
- My first letter dated 21 April, asked why the account________________, and you will see from the enclosed
that…
(2) State that you have not received payment if this was promised in the reply, or that no reply has been
received.
- Since l wrote I have not received either a ________________from you.
- I would like to know why you have neither replied nor sent a cheque to_____________________________
- In your reply to my letter of 21 April, you promised that _______________________ by the end of May, yet I
have not received your remittance or an explanation.
(3) Insist that you receive payment or an answer within a certain time.
- We must now insist that you clear this account within ________________, or at least offer an explanation for
not paying it.
- As we have traded for some time, we have not ________________ for payment.
- I would like your remittance by return of post, or________________, your reasons for not clearing this
account.
- However, we must now insist that either you ________________ or offer a reasonable explanation for not
doing so.
2.3. Third requests (Final Demands)
(1) Review the situation from the time the account should have been paid.
-We have written you two letters on 22 September and 19 October, and have sent copies of the
________________ with them, but have not received either a reply or remittance.
- I have written to you twice on 8 May and 4 June, concerning your balance of £93,1.85 which has been
outstanding since April, but ________________have not received a reply.
- I am writing to you about your June account which I had hoped ________________ by now on 5 July and 12
August, I sent letters with copies of invoices and statements its, asking you to clear the balance
or________________ offer an explanation of why you have not sent a remittance.
(2) Explain that you have been patient.
- When we arranged terms we offered you payment against________________, yet it has been three months
since you wrote promising the account would be cleared. We ________________that you have no
________________ of clearing the balance.
-We had expected this matter to have been settled________________ago, but you have shown no
________________ with us.
(3) Request for payment
-We feel that you have been given sufficient time to clear this balance and now ________________within the
next ten days.
- We must now________________this outstanding account. Please send your remittance immediately.
(4) Threaten a legal action (if it is necessary)
- We were________________ that you did not bother to reply to either of our letters as, asking you try clear
your account, and you have left us ________________ but to take legal action.
- We are giving you a ________________ seven days to send your remittance after which the matter will be
dealt with by our________________
- Unless payment is________________ , we will have to take steps to________________
- We will ________________ if no payment has been made within the given time.
- ‘We will use ________________to enforce payment.
51
Unit 11 MAKING COMPLAINTS AND REPLIES

Part 1 The language of a complaint

Consider the following sentences:
- I am sorry to have to write to you about…
- It was with our great regret that…
- We regret to inform you that…
- We would be pleased if you could arrange the replacement for the missing goods.
- We highly appreciate it if you will give us a compensation of USD2000 for the damage.
=> _______________________________
Correction:
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________

=> (1) Avoid weak voice

Consider the following sentences:
- When we opened the case, we found that…
Comment: ____________________________________
Correction: _____________________________________________________________________
Consider this sentence:
- We are quite dissatisfied with the service you offer as this is the third time you have made this mistake.
Comment: ____________________________________
Correction:
_______________________________________________________________________________
_______________________________________________________________________________
(2) Use the passive and impersonal structures to make your sentences more polite and persuasive.
Consider the following sentences:
- You do not understand the terms of discount. We told you to deduct discount from net prices, not c. i. f. prices.
CORRECTION: ___________________________________________________________________________
_______________________________________________________________________________
- You did a mix-up and mistake in the invoice.
CORRECTION: ___________________________________________________________________________

(3) Use “seem, appear, assume, presume, presumably…” to make your claim more persuasive and diplomatic
Consider the following sentences:
- It is not our fault; it is probably the fault of your dispatch department.
Comment: __________________________
Correction:___________________________________________________________________________
- You are to blame for the wrong delivery.
Correction: ____________________________________________________________________________
(4) Avoid the use of of “your fault, our fault', or 'blame' ('you are to blame'); it may sound childish.

Part 2 Structure and phraseology of a complaint

1. Structure of a complaint
- Acknowledge receipt of the goods and give general statement of damage
52
- State the conditions of goods- Details of damage
- Enclose necessary documents as evidence
- Presume possible causes (if any)
- Suggest solutions
- Hope for smooth settlement

2 Phraseology
(1) Opening
- We are writing to complain about…
- We acknowledge receipt of full documents and
=> the shipment of ABC, shipped on board/shipped by __________________ SS Songhau, under/against the
above mentioned Order/Contract/Bill of Lading, __________________ from London, arriving at the port of
Saigon yesterday
=> However, this shipment was reported/__________________ in damage condition.
- We are writing to complain about Machine ABC we bought yesterday under your Invoice/Receipt No 123.
This machine is found in a damaged condition on arrival.
(2) State the conditions of goods- Details of damage
-When we have this case opened under the supervision of / __________________SGS it has been found that…
- Upon ________________of the damage, we have immediately invited a surveyor from Vinacontrol to
________________ the goods.
- A representative from SGS has been invited for inspection ________________
=> and the condition of the goods has been clearly stated as follows:
Wrong goods, poor quality
- It contained quite________________articles.
- The case________________out to contain the other goods not as specified in our order.
- The goods do not ________________with the sample.
- It is very much________________in quality to sample.
- The quality is________________below the standard we expected from the sample.
- The quality is not ________________to your usual standard.
Shortage of goods
- ________________100 drums ordered and invoiced the consignment ________________only 98 drums.
- The shipment is found to be short-shipped/ ________________
- Some items on the invoice have not been ________________
- There is a ________________between the packing list and your invoice.
Damage:
- The goods were ________________/heavily damaged
- There has been material/________________ ________________damage to the goods:
- The goods were crushed/________________ /________________ /________________ ________________/
________________ /________________.
Bad packing:
- The packing is : ___________________________________________
- The packing has not been treated in a good manner.
Mixed damaged condition
Out of 5 units received:
- One was ABC1 not ABC.
- One was broken.
- One was broken beyond repair
53
=> making up a shortage of 3 units. (Details of damage see S.R)
(3) Enclose necessary documents as evidence
- To ________________the shortage/damage/wrong delivery…we are enclosing the following documents.
- We are enclosing the following documents to the________________that damage has been found/
________________on unloading at the port.
Documents as evidence:
- S.R (Survey Report) - Packing List/Packing Sheet
- C.O.R (Cargo Outturn Report) - Bill of Lading
- Copy of Invoice - Copy of Order
(4) Presume possible causes (if any)
- We can only presume that…
- The surveyor maintains/holds that…
(5) Suggest solution(s)/ settlement(s), General settlement
- As we are in ________________need of the goods to complete our sales to local customers,
- In view of the above-mentioned ________________,
=> we must/would ask you to:
- repair the defective goods/ send replacements for …
- allow us to buy the goods from Thailand at your expense
- send sb to pick up the goods broken beyond repair and pay for the storage from their arrival.
- reduce the price of the defective goods/ return the goods.
- complete the order / contract/ compensate.
(6) Hope for smooth settlement
- We look forward to receiving your early___________________________________________________.

Part 3 Structure and phraseology of a reply to a complaint

1. Structure of a reply to a complaint
(1) Acknowledge receipt of a claim/ complaint with thanks and regret.
(2) Get to investigate the complaint
- Accept the claim/ complaint
+ Explain the mistake/ error…
+ Solve the problem
- Reject the complaint
+ Explain the problem
+ Solve the problem
(3) Apologize/regret and/or promise

2. Phraseology
2.1 Acknowledging receipt of a claim/ complaint with thanks / regret.
- We thank you for your letter of 12 June in which you________________./ ________________ about:
+ the missing articles under Order No ...
+the damage to the shipment of the above-mentioned Contract.
+the wrong delivery of Items No 123.
- We very much regret to learn from your letter of 2 July that …
+ Case No 123 under Order No 123 does not ________________the goods you ordered.
+ 50 Items were ________________ ________________ / ________________
+ the goods were heavily ________________
54
2.2 Investigate the complaint
2.2.1 Accepting the complaint
- On ________________ ________________into the matter,
- On close________________________________;
=> we find/notice that:

(1) Explaining the mistake

Poor quality:
- This mistake is ________________ ________________ our own. The manufacturer agreed that:
+ a defect in materials (________________/________________) does exist in the shipment
+ a ________________ in inspection is responsible for such inferiority.
- The defect may be due to a ________________ in a machine and we are having a ________________ made
on all the machines.
- The reason for the ________________ in the units you complained about was due to a faulty manufacturing
process in production
Damaged goods
- The damage to the goods is due to a ________________ in our packing.
- This occurrence is due to staff shortage during this ________________ busy season.
Wrong goods/ short-shipped goods
- A mistake was ________________made in packing through a confusion of number/names/ address.
- The packer has ________________ the numbers/ figures which resulted in your receipt of the wrong/short-
landed items
- There ________________ to have been a confusion/ mix-up/ error/ in typing and unfortunately, this leads to
such wrong/short-shipped delivery.

(2) Solving the problem

(i) Replacement
- This mistake has been ________________and replacement materials are now being sent to you.
- Would you please return samples of the items you are ________________ with, and I will send them to our
factory for tests.
- It would be no ________________ for us to send the replacements within the next 2 weeks.
- The replacements of the faulty articles are on their ________________ to you and you should receive them
within the week.
(ii) Reduction of price /asking for help
- We are willing to reduce the price of the inferior/damaged goods by 5% off ________________ list price.
- We ________________ your offer to keep the goods wrongly delivered, and we are ready to allow 15 %
________________ the invoice price.
- If you care to ________________ the inferior/ damaged/ wrong goods at the best price ________________
for them we would highly appreciate it.
(iii) Repairs of the goods
- We would be obliged if you could help us by putting the goods ________________so that we can have their
damage inspected and ________________ as soon as possible.
(iv) Compensation
- We would offer you the sum of US $ 1000 in full ________________ of your claim.
- We will have our expert/agent come and________________ the damage so that they can arrange the
compensation.
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2.2.2 Rejection
(1) Explaining the problem
- We have ________________ compared the articles you returned with our samples and can see no
________________.. between them.
- From the enclosed documents and the packing list you will see that the number of the cases and the tins
________________ with that invoiced by us.
- As you know, our goods are always carefully packed and the mistake is in this case, not on our
________________ .
- The damage is ________________ to a misuse/ wrong use of the goods.
- The machine has not been in ________________ maintenance and storage.
(2) Solving the problem
(i) Repairs but costs at Buyer’s account:
- We can repair the goods, but regret that you will have to pay for the additional fees, as ________________ of
the goods is not included under our guarantee.
- Our guarantee is against ________________ wear and tear, and the ________________ the goods have been
subjected to does not come under this. However, we will make any necessary repairs but afraid that we will
have to ________________ you the workmanship and materials involved/ ______________________
(ii) Indemnity of similar value:
- We are willing to offer an indemnity but not the ________________ you requested.
(iii) Suggest possible solutions:
- In our opinion, you should address your claim to the insurer/carrier as:
+ This is a case of ________________
+ The damage must have been due to rough ________________ to the goods in transit.
- In this case we are not willing to either ________________ the articles or offer a credit. The best solution
would be for you is to lodge your claim________________ the carrier/insurer.
2.3 Apologizing/regret and promising
(1) Apology
- We very much apologize for the ________________ it is causing you.
- Please accept our many apologies for the trouble you may have ________________ caused by this error.
- In closing, we would like to apologize for the inconvenience, and also ________________ out that this type of
fault rarely occurs in our product range.
(2) Regret
- Once again, we must say that we are very sorry for this most ________________event.
- We are very regretful for such inconvenience but you will well realize that it is totally out of
our________________
(3) Promise
- While we cannot give you an ________________ at present, we can promise you that we are looking into the
matter and will write to you again ________________ .
- We will take all the possible steps to ________________ that such a mistake is not made again.
- Please contact us again if any similar situation ________________ , and once more thank you for pointing
out the error.
- Finally, may we say that this was an ________________ mistake and is unlikely to occur again.

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Unit 12 WRITING APPLICATION LETTERS and CV
Part 1 Samples of application letters
(1) Application Letter 1
Dear Mr Curtis
I am writing to you on the recommendation of David McLean, Assistant Manager in your Securities
Department. We met last month on a course in Hanover, and he suggested that I should contact your company
and mention his name. He told me that you often employ people from other countries on one-year temporary
contracts, and I am writing to enquire about the possibility of such a post.

I am at present employed by the International Bank in Hanover, in their Securities Department. I have worked
here since 20—, when I graduated from the University of Munich with a degree in Economics. In my present
position as Assistant to Wolfgang Liiers, Director of the Securities Department, I deal with a wide range of
investments from companies throughout Europe, buying shares and bonds for them on a worldwide basis. As
well as speaking fluent English, I also have a good working knowledge of French.

I would like to spend a year in the UK to gain further experience in securities investment with a British bank,
and believe that my experience, training, and language skills would prove useful to your organization. My
employer encourages all its staff to spend a year abroad and Mr Liiers would be willing to give you a
reference.

I would be grateful if you could send me an application form and further information about the posts currently
available. If you need any further information, I can be contacted by email on bauerm@aol.com.de or
telephone on 49 511506941x155.

Yours sincerely

(2) Application Letter 2

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 the day-to-day administration work, I represent the Sales Manager 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
N.M.D (Ms)
Enc.CV

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Part 2 Structure of an application letter
- Stating the reference
- Introduce yourself, specify your general qualifications (Age, main characteristics, qualifications closely
related to the job advertised)
- State previous experience
- Enclose all the necessary documents: Certificates, c/v, photograph…
- Give reasons for leaving a job (if any)
- Give reasons for applying
- Ask for an interview

Part 3 Useful expressions in an appplication letter

(1) Stating the reference (Giving a statement of the applicant’s desire to be considered for the post and it can
be expressed simply and directly)
- I am writing about the job in your advertisement in today’s Evening post. I am having five years experience in
the export and import trade as well as the qualifications you require.
- By the introduction of Mr. … I am very pleased to learn that you are looking for the post of…
- I wish to apply for the post of Stenographer in your firm, advertised in today’s Tuoi Tre Newspaper.

(2) Introduce yourself, specify your general qualifications (Age, main characteristics, qualifications closely
related to the job advertised)
- I am 26 years of age, unmarried, fit and healthy and I think I can do great things for your company as I have
got all the qualifications and experience to make me the ideal.
- I am at present 25 years of age and have got sound physique and active habits.
- I graduated the Foreign Trade University in … and have just passed the course in management trainee
organized by….

(3) State previous experience

- I am 28 years old and have in all about 3 years of marketing/international trade/accounting experience.
- While I was a Team Leader at (company), I supervised a team of six technicians and introduced new quality
control procedures which resulted in...
- During my time at (company), I was responsible for marketing software services. A large part of this role
involved successfully implementing change in the...
- During my time at (company), I studied part time for an MBA, which I completed in 20—. Since then I have
gained more management experience in...
- As part of my degree course in Business Studies, I worked for three months in the Data Processing
Department of a large computer corporation where I gained experience in...

(4) Enclose all the necessary documents: Certificates, c/v, photograph…

- I enclose a copy of my Commercial Diploma and a testimonial from my University relating to my character
and proficiency in my studies.
- I am enclosing my certificate in English and my C/V for your reference.
- I enclose a C/V, which gives full details of my qualifications and work experience. In support of my
application, I should like to mention the following points…

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(5) Give reasons for leaving a job (if any)

- I left (old employer) because (new employer) offered me a chance to use my (languages, IT training, etc.).
- I was offered a chance to join (company) where there was an opportunity for further training and experience
in….
- I was offered the post of Senior Technician by (company) in (date), and therefore left (company) in order to...
- I joined (company) in (date) as part of their new Eastern Europe sales team. This was an excellent
opportunity to...

(6) Give reasons for applying

- I am particularly interested in the post as I could apply my previous experience in (area of work).
- I am sure I would be successful in this post as I have the skills and experience you describe, as well as...
- I believe my background in (area of work) equips me for the post you advertise, especially my recent
experience o/(specialist area, e.g. project management, website development).
- As you can see, I have some experience of ( area of work), and am enthusiastic about developing a career in
this field.

(7) Ask for an interview

- I look forward to hearing from you. However; if there is any further information you require in the meantime,
please let me know.
- Please let me know if there are any other details you need. Meanwhile, I look forward to hearing from you.
- I would be happy to discuss with you at interview how my skills and experience could be used to your
advantage.
- In view of the facts mentioned above, I hope you will not deny me the chance to prove that I possess the
requisite taste and spirit for the work.
- Should you please call me for an interview, I shall be glad to give you any further information you may
require.
- I sincerely hope that you will let me have a reply at an early date so that I may call at your office for an
interview.

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Part 4 Sample CVs
(1) Sample CV 1
Curriculum Vitae
I. PERSONAL INFORAMATION
Full Name: NGUYEN VAN A
Permanent address: 287 Phan Đinh Phung Street, Phu Nhuan District, Hochiminh City
Temporary address: -do-
Telephone number: 0913726937
Date of Birth: 1 April…
Place of Birth: Hanoi
Marital status: Single
Nationality: Vietnamese
Sex: Male
II. EDUCATION AND QUALIFICATIONS:
Secondary education:
20-- ___ 20-- Senior High School in Hochiminh City
High School Graduation Certificate
Further education:
20-- ___ 20-- University of Foreign Trade
BA in international trade.
III. EMPLOYMENT
20-- ___ 20-- Legamex: Client Consultant
(Promoted to PA in R &D Department, July 1991)
20-- ___ 20-- P & G Ltd. : Control systems Supervisor
20-- Present time Hong Kong Bank, Vietnam: Systems Analyst
Current salary: Equivalent to US$ 1000 per month, plus
bonus, lunch allowance, mobile phone …
IV. OTHER INFORMATION
Languages Vietnamese (native)
French, Chinese (B level Certificates)
Computer sciences Familiar to Soft-wares: Excel, Win-word, Foxfro …
Courses attended: Import-export training, shorthand, interpreter- training … courses

V REFEREES
Mr. BUI HAI, Manager of Legamex
146 Phan Dang Luu Street, Phu Nhuan District, Hochiminh City.
(Name of other referees will be supplied on request)

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(2) Sample CV 2

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