Anglais 2022 L1 S2 Element N 3e

UNIVERSITE D’ANTANANARIVO
DOMAINE DES SCIENCES DE LA SOCIÉTÉ

FACULTE D’ECONOMIE, DE GESTION ET DE SOCIOLOGIE
MENTION : GESTION
FOAD GESTION
Mention : Gestion
Parcours : Fondamentaux en Sciences de Gestion
Niveau : L1
Semestre : S2
Unité d’Enseignement : UE6
Elément Constitutif :
ANGLAIS
Elément: n°3
Concepteurs :
RABIAZA Yvette, RAKOTOBE Lucie et RAZANAMANANA Haja Lalao
Enseignants-Chercheurs
Université d’Antananarivo
Avertissement :
Ce document est réservé uniquement aux étudiants légalement inscrits au cours de

l’année universitaire 2022 à la Formation Ouverte à Distance (FOAD) en Sciences de Gestion
de l’Université d’Antananarivo. Toute reproduction intégrale ou partielle faite, par quelque
procédé que ce soit, sans l’accord de la Mention Gestion de l’Université d’Antananarivo est,
en effet, strictement interdite.
Année universitaire : 2022

RABIAZA Yvette, RAKOTOBE Lucie et RAZANAMANANA Haja Lalao ANGLAIS FOAD GESTION : 2022
LESSON 7 : E-MAILS
E-mail is electronic mail.

E-mails are fast and replace traditional mails or letters we used to
send in people's live
Here are some important points to mention in your email:

Show your readers that you value their time
Your subject should be meaningful and
concise to give the reader an idea of what
you are talking about
The most important part of your message should be seen on the first screen
written in capital
Avoid writing in all capital letters
Reply to all: send an answer to the person who sent an email,everyone

who received a copy of it
delete : get rid of an email you don't want
cc : send a copy to
bcc : send a blind copy to the other people don't know you're sending
this copy
forward send : send an email you have received to someone else
attach : send a document ,ex a picture with an email
Interdictions : Photocopie et reproduction Réf : foadgestion-degs/tanà/2022/L1/S2/UE6/ANGLAIS/3

1
MODEL

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Emails
INTRODUCTION
Email (short for electronic mail) is a means of sending messages between computers.
To send and receive email you need access to the Internet. An Internet Service
Provider (r s P) will provide you with connection software, which is often free. This will give
you Internet access, storage for incoming mail, and the capability to read your messages.
Finally, you need email software, generally already installed in modem computers, so that you
can write, send, receive, and read messages.
Advantage
There are numerous advantages to email. It is personal and easy to use. It can be used both
within and between companies, and is an effective way to communicate quickly and easily
with people ail over the world. It is especially useful for short messages and for everyday
correspondence, e.g. setting up a meeting, passing on information, and making or replying to
a request.
You can pick up your email messages, even when you are travelling; via a laptop or
palmtop. With compatible systems, you can access text and graphic documents, and
spreadsheets. And whatever you send or receive can be quickly and easilyfiled.
Disadvantages
The disadvantages of email include technical problems which may result in the unexpected
non-delivery of messages, or attachments arriving in unreadable foret. A non-technical
disadvantage is that, paradoxically, the ease with which messages can be sent results in large
amounts of 'junk' and unnecessary communication, which waste time.
As with faxes, a major drawback is the lack of privacy and security. Do not use email
to communicate confidential information. It is sometimes said that an email message is like a
postcard — anyone can read what you have written. However, digital signing and encryption
(coding data, so that it can only be read by authorized users), which both work along similar
lines, make email more secure.
Email and other forms of correspondence

3
There are several areas of businesscommunication where more traditional forms of

correspondence are still the most suitable. For example, personal and sensitive
correspondence such as messages of congratulation, condolence, or complaint are usually best
done by letter. Confirmation of contacts, memos which are confidential and must be signed to
acknowledge receipt, and any correspondence which may be needed for legal or insurance
purposes should not normally be sent by email. You might find a job on the Internet, but most
companies would still expert your application to consist of a completed form with a covering
letter.
Email addresses
Typical email addresses look like this:
dfranks@intchem.co.no
corneyg@kingsway.ac.uk
The first part of the email address is usually the surname and initial of the person you are
contacting, or the name if it is a department, or a shortened version of it. The second part,
which appears immediately after the @ (at), is the name of the ISP or organization, or again
an abbreviation of it. Usually, the last part of the address includes the domain name suffixes
referring to the type of organization (e.g.'.co' • for 'company', '.ac' ('academic') fora university)
and to the country from which the message was sent (e.g. '.no' for Norway.'.uk' for the United
Kingdom).
Other examples of domain name suffixes referring to types of organization include:
.biz business
.gov government office
.org non-profit-making organization
(e.g. a charity)
.pro profession (e.g. medicine, law)
If the name of a country in its main language differs significantly from its name in English,
this is reflected in its domain name suffix, e.g.:

4
.de Deutschland (arinany)
.es Espana (Spain)
.za ZuidAfrika (South Africa)
LAYOUT
Below is a typical email message.
Header information
The header gives essential information about the message. In addition to the basic details
shown in the sample, it may include:
c.c.
This stands for carbon copies, which means much the same as it does on a letter
›see page14. Here you insert the email addresses of anyone you want to send copies of the
message to.
b.c.c.
This stands for blind carbon copies, which, as in a letter, you should use if you do not want
the main recipient to know who has received copies ›see page14.
Attachments
Icons of any ATTACHMENTS will appear here.
The amount of header information, and the order in which it appears, will vary according to
the software being used, so do not worry if the messages you send and receive do not look
exactly like the one in the example.
Message text

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The presentation of the text in an email is usually less formal than in a letter. In this example
MsKaasen has used the formal Dear Sir / Madam, but she could simply have headed her
message For the attention of the Sales Manager. Rather than ending with Yours faithfully, she
uses the less format I look forward to hearing from you.
Signature
This is like the signature block in a letter, although it usually includes more details, e.g. the
sender's company or private address, and telephone and fax numbers. You can program your
email software to add your signature automaticallyto the end of outgoing messages.
STYLE
Email is a relatively recent development; and because it is perceived as a quick and informal
means of communication, people are often unclear about the style and conventions they
should use in business situations.
As a general rule, although emailcorrespondence may tend towards informality, it should

follow the same principles as any other form of business correspondence.
Here are some basic tips about style:

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— In general; email messages follow the style and conventions used in letters or faxes. For
example, you can use salutations such as Dear Mr Pinto or Dear Tom, and complimentary
closes such as Yours sincerely or Best wishes.However, if you know the recipient well, or if
you are exchanging a series of messages with one person, you may dispense with the
salutation and complimentary close.
— Do not confuse personal messages with business messages. In a business message, the
same rules of writing apply as for a letter: write clearly, carefully, andcourteously; consider
audience, purpose, clarity, consistency, conciseness, and tone.
— Use correct grammar, spelling,capitalization, and punctuation, as you would in any other
form of correspondence.
— Do not write words in capital letters in an email message. This can be seen as the
equivalent of shouting and therefore have a negative effect. If you want to stress a word, put
asterisks on each side of it, e.g. *urgent*.
— Keep your email messages short and to the point. People often receive a lot of emails
at work, so conciseness is especially important.
— In general, limit yourself to one topic per message. This helps to keep the message
brief and makes it easier for the recipient to answer, file, and retrieve it later.
— Check your email message for mistakes before you send it, just as you would check a
letter or a fax message.
Email abbreviation
TLAs (three-letter acronyms)
In order to keep email messages short, people sometimes use abbreviations for common
expressions, just as they do in text messaging. These are known as TLAs (three-letter
acronyms), although some of them are more than three letters long. Here is a list of some of
the most commonly used TLAs:

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AFAIK as far as I know
BFN bye for now
BTW by the way
COB close of business
FYI for your information
IOW in other words
NRN no reply necessary
OTOH on the other hand
Use TLAs with great care, and only when you have established a friendly, informai
relationship with your correspondent. They should not be be used in letters and faxes.
Emoticons
Emoticons (a combination of the words emotion and icon), also know as smileys, are often
used in informai email correspondence. They express emotions which may not be evident
from the words alone, e.g.:
:-)a smile
:-(a frown
-) a wink
On the whole, it is better not to use them in business messages, as they may be considered
unprofessional, especially if you do not know the recipient well or are not sure that he or she
will understand them.

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EXERCISES FOR LESSON 7
You work for Chocolaterie Robert as a marketing assistant .You

send an email to the marketing manager assistant working for
Shopwrite at the sales department about the order of goods .

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LESSON7 (suite) : FAX
Faxes are electronic faxes ,too to ask or to give information

to someone
Fax
layout
1 ) cover sheet
The first page shows who it's from, who it's to
ect……….
you include the date
2) confidential
Information things the others should not know
3 ) intended recipient
The person who should receiver
thye fax
4 ) Advice the sender

Tell the person who
sent it
Faxes
INTRODUCTION
The word fax comes from facsimile, which means an exact copy or reproduction. Like email,
the word fax can be used as a noun, e.g. I sent a fax or as a verb, e.g. We will fax you when
we have the information.
A fax message is useful when speed is important and the recipient does not have email. It is
especially useful for documents containing diagrams or drawings. Like email, a fax can be
sent quickly to many different recipients at the same time. However, again like email, fax is
an open system, i.e. correspondence can easily be accessed by outsiders, so it should not be
used for confidential information.
When sending handwritten fax messages, use a dark colour and make your writing large and
clear.

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As faxes are copies of documents, they cannot be used when the originals are required. For
example, an original sui OF LADINO gives TIT LE to goods (i.e. you would own the goods if
you had the bill in your possession), and would not be valid if it were a faxed copy.
Faxes have been 'court tested', and they tend to be accepted in legal cases, along with letters,
as evidence in certain areas of international trade. However, an email containing similar
information might not be considered valid under certain circumstances.
Different fax machines offer a wide range of facilities, including repeat dialing if the
receiver's fax machine is engaged; a transmission report which gives details of the time, date,
sender, receiver, number of pages, duration, and result; a verification mark at the foot of the
page to confirm the fax was sent; and a number memory for frequently used numbers. Check
the manual of your fax machine to find out what functions it can perform.
It is also possible to send a fax from a computer.
Preparing for transmission
Check that you have the correct fax number. Check that the paper on which your message is
printed or written is suitable. If it is too big, too small, or in poor condition, photocopy the
message on paper that can be accepted by the fax machine. Before using the machine, check
that you know how to dial, cancel, clear a paper jam, and send.
When you send a fax it is a good idea to use a fax transmission cover form. This will help to
ensure that the fax reaches its intended recipient safely. Most companies use their own headed
fax transmission form, but you can easily create one for yourself, e.g.:
BRITISH CRYSTAL Ltd.

Glazier House
Green Lane Derby
DEIIRT
FAX MESSAGE
To:
From:
Fax no.:
Subject:
Date:
Page/s:

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STYLE
Generally, faxes are similar to letters in style, level of formality, and the use of conventions .
However, a fax may be shorter and the language more direct, like an email, as there is a time
element in the cost of sending them. As with email messages, beware of using too informal a
tone with customers or suppliers you do not know well.
F.Lynch&Co.Ltd Head Office

Nesson House
Newell Street
Birmingham
B33EL
Telephone: +44 (0)21 236 6571
Fax: +44 (o)21236 8592
Email:perane@lynch.co.uk
www.lynch.com
Fax message,
_______________________________________________________________
To D. Causio, SatexS.p.A.
From L. Crane
Fax no. (06) 4815473
Subject Replacement of damaged order no.14478
Date 19 October 20—
Page/s 1
______________________________________________________________
This is an urgent request for a consignment to replace the above order, which was damaged during
delivery. We informed you about this in our letter of 15 September.
Please airfreight the following items:
Cat. No. Quantity

R30 50
R20 70
N26 100
The damaged consignment will be returned when we receive the replacement.
Peter Crane
Peter Crane
Chief Buyer

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EXERCICES LESSON 7 (suite)
Send a fax to X

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LESSON 8 : TELEPHONING
A. NUMBERS
Phone history
In 1956, the first telephones worked under the principle of electromagnetic waves. The antenna was
about one meter long and telephones were mainly used on vehicles in those days. It was only in 1973
that the first mobile phone prototype was created; it was a motorolla dynatech measuring about 25cm
without antenna, and weighting 783g. Today, a mobile phone weights about 100g,...
British English (BrE): mobile phone, mobile
American English (AmE): cell phone, cellular phone, cellular
Vocabulary
The action of telephoning is : - to call/phone/telephone someone
- to give someone a call
- to ring/ring up someone (BrE) or ring someone up
Saying numbers
When saying numbers, use rising intonation for starting group(s) and falling intonation for the last
group
Example:
033 00 576 88
Zero double three double oh (BrE) five seven six double eight
zero zero (AmE)
Intonation: rising rising rising falling
B. CUSTOMER SERVICE ON THE TELEPHONE
Here are four steps to receive customers on the phone
1. Greeting
A warm opening (Good morning!) to the greeting sets a positive tone for the customer and
communicates a level of professionalism.
2. Acknowledging Their Value
Thanking the customer (Thank you) for calling communicates that you value their business.
3. Identifying Employee
Identifying yourself (This is Tiffany) when answering the phone personalizes the conversation for
the customer and gives them a contact name and resource for future reference.
4. Offering Assistance
Asking the customer (May I help you) sends a message that the person answering the phone cares
about meeting (to meet: satisfaire) the needs of the customer

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Example: “ Good morning, Madam! Thanks for calling the Somacou company. This is Tiffany,
May I help you?”
REMARKS:
➢ The telephone greeting should not be too long. For example:
“ Good Monday morning, thank you so much for calling Somacou company. We are the
number one company for wool mattress in Madagascar, this is Harijaona the receptionist. How
may I help you today?
➢ Speaking with a smile on your face helps create o positive tone of voice
➢ The person answering the phone should have manual that help answer common questions and
requests.
➢ Not everyone is good on the telephone, so monitoring phone skills can help ensure a good
presentation of a company.
C. TELEPHONING WORDS AND EXPRESSIONS

Talking on the telephone can be difficult for a couple of reasons. First of all, you can't see the person
you're talking to, so you can't see his or her body language and "read" his or her face. Talking on
the phone also requires its own special set of words and phrases to satisfy callers.
USEFUL TELEPHONE VOCABULARY AND PHRASES
▪ Hello / Good morning / Good afternoon ...

▪ This is John Brown speaking
Making contact : ▪ Could I speak to ......... please?
▪ I'd like to speak to ..... .....
▪ I'm trying to contact ..........
Giving more ▪ I'm calling from Tokyo / Paris / New York / Sydney ...
information: ▪ I'm calling on behalf of Mr. X ...
▪ X speaking.
Taking a call :
▪ Can I help you?
▪ Who's calling please?

Asking for a name / ▪ Who's speaking?
information : ▪ Where are you calling from?
▪ Are you sure you have the right number / name?
▪ Hold the line please.

▪ Could you hold on please?
Asking the caller to wait ▪ Just a moment please.
: ▪ One minute, I’ll transfer you now
▪ Please hold and I’ll put you through
▪ Let me see if Jim is available.
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▪ One moment, please.

▪ Hang on a minute. (informal)
Connecting
▪ Thank you for holding.
someone. When you
▪ The line's free now ... I'll put you through.
answer the phone and it is
▪ I'll connect you now / I'm connecting you now.
for somebody else.
▪ I'm afraid the line's engaged. Could you call back later?
▪ I'm afraid he's in a meeting at the moment.
▪ I'm sorry. He's out of the office today. /
Giving negative He isn't in at the moment.
information : ▪ I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here
▪ I'm sorry. There's nobody here by that name.
▪ Sorry. I think you've dialled the wrong number./
I'm afraid you've got the wrong number.
▪ The line is very bad ... Could you speak up please?

▪ Could you repeat that please?
Telephone problems :
▪ I'm afraid I can't hear you.
▪ Sorry. I didn't catch that. Could you say it again please?
▪ Can I leave / take a message?

▪ I'm sorry, John’s not here at the moment. Can I take a
message?
▪ John is in a meeting at the moment. May I ask who’s
calling?
▪ John is at lunch. Would you like to leave a message?
▪ John has left for the day. Would you like to be put
Leaving /
through to his voice mail?
Taking a message :
▪ Would you like to leave a message?
▪ Could you give him/her a message?
▪ Could you ask him/her to call me back?
▪ Could you tell him/her that I called?
▪ Could you give me your name please?
▪ Could you spell that please?
▪ What's your number please?
Ending/ Closing a - It’s been great/good talking with/to you. I’ve got a meeting now
conversation so I better run.
- Talk to you soon (no doubt)
- (It’s been) Nice talking to you
- Thanks for calling. I’ll speak with you again soon.
- I’ve got another call coming in. Good talking to you.
- I better let you go.
- It’s 5 o’clock already. I better let you go.
- Let’s touch base on this again in a few days.
- Look forward to hearing from you soon

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SPECIAL SITUATIONS
Leaving a voice mail - Hello, this is Marina Smith calling to follow-up

regarding your order with XYZ company. Can you
please call me back at 999-344-3344.
- Hello, this is John Block from ABC. I’m calling
regarding the upcoming conference in Miami. I’ll try
you again later today.
- Hi, it’s Marina. Please call me back when you get a
minute. (informal)
Recording a voice mail message on your - Hello, you’ve reached Marina Smith at XYZ
machine company. I’m sorry I’m not available to take your
call. Please leave a message and I’ll call you back as
soon as I can. Thank you.
- Hello, you’ve reached John Block at ABC. It’s
Monday, May 22, and I will be out of the office all
day. I will be checking my voice mail from time to
time and will return all urgent calls. Thank you.
If you’re going on vacation
- Hello, this is Marina Smith at the XYZ company. I
will be on vacation from Friday, May 12 through
Monday, May 22. Please leave a message, and I’ll call
you back when I return. Thank you.
Phrases for cell phone calls The fading signal

- I’m sorry, I’m losing you. Can you call me back?
- I can barely hear you. Let me call you back on my
other phone.
- We’re breaking up. I’m having trouble hearing you.
Let me call you back later.
The lost call
- Hi, it’s Marina again. Apparently we got cut off.
- Hi, it’s John again. Sorry I lost you. My cell phone
dropped the signal.
SPELLING OUT NAMES OVER THE - My last name is Czarnek. C as in cat, Z as in zebra,
PHONE. Often you will need to spell A as in apple, R as in Robert, N as in Nancy, e as in
something out over the telephone, such as a egg, K as in king.
last name. It will help your listener is you offer - My registration number is 459N4AF. That’s 459, N
words for each letter. Give words or names that as in Nancy, 4 A as in Apple, F as in Frank.
are very common for each letter.
Making arrangements expressions - Can/Shall we fix/arrange an appointment/or a

meeting?
- would it be useful to meet up soon?
- I’ll get/check my diary
- How about Monday?
- Would Monday be suitable?
- Would Monday suit you?
- Shall we say Friday?
- That’s fine!
- I can’t/won’t be able to make Monday…
D. DIALOGUE EXAMPLES
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Here are examples of dialogue. As you will see, the language is rather informal and there are some
important differences to everyday English. Look at the chart above for key language and phrases used
in telephone English:
Dialogue 1:
Ken: This is Ken (or Ken speaking)
Operator: Excuse me, who is this?
Ken: Could I speak to Mr. Jack please? (Can I - more informal / May I - more formal)
operator: I'll put you through (put through = connect) Can you hold the line?
waiting…
Operator: I'm afraid Mr. Jack is not available at the moment. The line is busy... (when the
extension requested is being used) Would you like to leave a message?
Ken: No thank you, I’ll call back later!
Dialogue 2:
Operator: Hello, Frank and Brothers (name of a company), How can I help you?
Peter: This is Peter Jackson. Can I have extension 3421?
Operator: Certainly, hold on a minute, I'll put you through...
Frank: Bob Peterson's office, Frank speaking.
Peter: This is Peter Jackson calling, is Bob in?
Frank: I'm afraid he's out at the moment. Can I take a message?
Peter: Yes, Could you ask him to call me as soon as possible, I need to talk to him about the
Nuovo line, it's urgent.
Frank: Could you repeat the number please?
Peter: Yes, that's 033 13 123 45, and this is Peter Jackson.
Frank: Thank you Mr Jackson, I'll make sure Bob gets this.
Peter: Thanks, bye.
Frank: Bye.
What you should know before practicing

Speaking English on the telephone is one of the most challenging tasks for any English learner. There
are a number of common phrases to learn, but the most challenging aspect is that you cannot see the
person.
• If you are in the same room - Put your chairs back to back and practice speaking on the phone,
you will only hear the other person's voice which will approximate a telephone situation.
• Real life situations - Businesses are always interested in telling you about their products. Find a
product you are interested in and research it over the telephone. You can ...
• call a store to find out the prices and specifications.
• ring the company representative to find out details on how the product works.
• telephone a consumer agency to find out if the product has any defects.
• call customer service to find out about replacement parts, etc.

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EXERCICES FOR LESSON 8

A. A. Write out these numbers in words and show the intonation in brackets, use
American English then say them.
1 Tennessee 901-332-3322
2 032 45 102 00
3 034 67 123 90
4 033 89 234 75
5 Florida 407-824-4321
B. Put the conversation into a logical order

1. Anne: Good morning. Can I speak to James Cassidy in Sales?
2. Anne: Is that James Cassidy?
3. Anne: No, I’m afraid I don’t.
4. Anne: Thanks. Oh no, I’ve been cut off.
5. Switchboard operator: Do you know the extension please?
6. Switchboard operator: Sorry to keep you waiting…I’m putting you through.
7. John Cassidy: Cassidy
8. John Cassidy: No, this is John Cassidy. You’ve been through to Accounts. I’ll
try and transfer you back to the switchboard.
C. Change the following conversation so that it becomes correct and more polite
A: I want to speak to Mrs Lee

B: That’s me but I’m busy
A: Steven talking. I want to talk about your order
B: Call me back later
D. Build up and/or Role play the given telephoning scenarios

1. Requesting Travel Information
Student A:
Choose a city in your country. You are going to travel to this city for a business meeting over
the next weekend. Telephone a travel agency and reserve the following:
• Round-trip flight
• Hotel room for two nights
• Restaurant recommendation
• Prices and departure times
Student B:
You work in a travel agency. Listen to student A and offer him/her the following solutions:
• Round-trip flight: 2 000 000 ariary First Class

19
• Hotel room for two nights: Hotel City 100 000 a night in the downtown area, Hotel
Relax 70 000 ariary a night near the airport
• Restaurant Recommendation: Chez Patt - downtown - average price 9000 ariary a
plate
2. Product Information
Student A:
You need to purchase six new computers for your office. Call JA's Computer World and ask
for the following information:
•
Current special offers on computers
• Computer configuration (RAM, Hard Drive, CPU)
• Warrant
• Possibility of discount for an order of six computers
Student B:
You work in at JA's Computer World answer student A's questions using the following
information:
•Two special offers: Multimedia Monster - with latest Pentium CPU, 256 RAM, 40 GB
Hard Drive, Monitor included - $2,500 AND Office Taskmaster - cheaper CPU, 64 RAM,
10 GB Hard Drive, Monitor not included - $1,200
• 1 year warranty on all computers
• Discount of 5% for orders of more than five computers
3. Leaving a Message
Student A:
You want to speak to Ms Braun about your account with her company, W&W. If Ms Braun
isn't in the office, leave the following information:
• Your name
• Telephone number: 347-8910 (or use your own)
• Calling about changing conditions of your contract with W&W
• You can be reached until 5 o'clock at the above number.
Student B:
You are a receptionist at W&W. Student A would like to speak to Ms Braun, but she is out of
the office. Take a message and make sure you get the following information:
• Name and telephone number – ask your partner to spell his or her surname
• Message student A would like to leave for Ms Braun
• How late Ms Braun can call student A at the given telephone number

20
SOMMAIRE (ELEMENT N°3)
LESSON 7 : E-MAILS .................................................................................................. 1
EXERCISES for LESSON 7 ......................................................................................... 9
LESSON7 (suite) : FAX ............................................................................................... 10
EXERCICES LESSON 7 (suite) ................................................................................. 13
LESSON 8 : TELEPHONING ..................................................................................... 14
EXERCICES FOR LESSON 8 .................................................................................... 19

21

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UNIVERSITE D’ANTANANARIVO

DOMAINE DES SCIENCES DE LA SOCIÉTÉ

Ce document est réservé uniquement aux étudiants légalement inscrits au cours de

Année universitaire : 2022

E-mail is electronic mail.

Here are some important points to mention in your email:

Avoid writing in all capital letters

Reply to all: send an answer to the person who sent an email,everyone

Interdictions : Photocopie et reproduction Réf : foadgestion-degs/tanà/2022/L1/S2/UE6/ANGLAIS/3

Interdictions : Photocopie et reproduction Réf : foadgestion-degs/tanà/2022/L1/S2/UE6/ANGLAIS/3

Email and other forms of correspondence

There are several areas of businesscommunication where more traditional forms of

Typical email addresses look like this:

Other examples of domain name suffixes referring to types of organization include:

.gov government office

.org non-profit-making organization

.pro profession (e.g. medicine, law)

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.de Deutschland (arinany)

.es Espana (Spain)

.za ZuidAfrika (South Africa)

Below is a typical email message.

Icons of any ATTACHMENTS will appear here.

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As a general rule, although emailcorrespondence may tend towards informality, it should

Here are some basic tips about style:

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TLAs (three-letter acronyms)

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AFAIK as far as I know

BFN bye for now

BTW by the way

COB close of business

FYI for your information

IOW in other words

NRN no reply necessary

OTOH on the other hand

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EXERCISES FOR LESSON 7

You work for Chocolaterie Robert as a marketing assistant .You

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LESSON7 (suite) : FAX

Faxes are electronic faxes ,too to ask or to give information

4 ) Advice the sender

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It is also possible to send a fax from a computer.

Preparing for transmission

BRITISH CRYSTAL Ltd.

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F.Lynch&Co.Ltd Head Office

Please airfreight the following items:

Cat. No. Quantity

The damaged consignment will be returned when we receive the replacement.

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EXERCICES LESSON 7 (suite)

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C. TELEPHONING WORDS AND EXPRESSIONS

USEFUL TELEPHONE VOCABULARY AND PHRASES

▪ Hello / Good morning / Good afternoon ...

▪ Who's calling please?

▪ Hold the line please.