Nguyễn Thị Tú Anh

UNIT 1: Write a reply to Greg’s email in around 80 words. Thank him and confirm which
day you can attend and why you cannot attend on the other day.
To:
From:
Subject: My confirmation on the induction day
Dear Greg,
I am writing to express my gratitude … induction on… at….
Thank you for your information about the upcoming induction.
(Confirm the day u can attend first) I’m afraid that I’m not able to attend on Thursday because
I’ve had a conference before to join a webinar referring to my financial major in London.
Luckily I’m free on Friday but I may be late as my dentist has arranged a check-out
appointment at 8:30 am that day. It will probably finish within 15 minutes.
I’m so sorry for this unexpected situation but if you don’t mind waiting for me I will try my
best to have my errand as quickly as possible to complete my induction day.
I look forward…
Regards,
Jill

Vũ Hồng Dinh
UNIT 2: Acepting the invitation
To: Luca Schmidt
From: Victor Kreuz
Subject: Accepting the invitation
Dear Mr Schmidt,
Thank you so much for inviting me and my partner to the opening ceremony for your new
conference facilities on 28th February. I’m writing to let you know that my wife and I‘d be
delighted to accept your invitation to the event (I am writing to express my happiness to
attend your ceremony on that day). Congratulations. Moreover (Luckily), my wife is a big fan
of Cora Bhatti & Ashaf Tahir with their modern architectures.
We very much look forward to seeing you and admiring the conference centre.(?)
Kind regards,
Victor Kreuz
Phạm Hoàng Huy
UNIT 3
To: Mr John – Director of Human Resources
From:
Subject:
Dear Mr John,
I'm writing to apply for the position of Marketing manager for European market, as advertised
on your website careers page. I have three years of experience as a Marketing Excutive for
Deloitte, and I believe I am ready to move up to the manager position.
In your job posting advertisement, you mention that you want to hire a Marketing Manager
who not only must be a team player but also be able to lead a strong dynamic team with little
support. During my time at Deloitte, I was given the responsibility of was responsible for
doing the market reseaches and analysis the target customer. Moreover/ In addition My
partner and me have setted up so many strategies to increase revenue of the company. I can
also speak 3 languages fluently: Vietnamese, French and English.
When I saw the job opening, I knew that I have enough skills that satisfy your needs. I've
included my resume so you can learn more about my educational background and all of my
work experience. Thank you for your time and consideration.
Please don't hesitate to email me huy39109@gmail.com or call my cell phone at 0202020202.
I hope to hear from you soon.
Sincerely,
Huy Pham
Nguyễn Huy Tùng
UNIT 4:
This report aims to outline problems areas within the company and details reasons and
results.
- Customer complaints
There has been an increase in customer complaints within the company over the past few
weeks. The main reasons resulting in this problem is that customers can not contact customer
service by phone and they find our staff rude and unhelpful. As a result, many customers have
canceled their contacts with us.
- Phones not working
Furthermore, some phones do not work because of raw material suppliers. As a consequence,
we need to replace handsets.
- Poor network service
Finally, the network service is poor which leads to a number of problems. The reason
accounting for this issue is that our company do not have enough phone masts. Consequently,
it is impossible to use phones in some areas.
Nguyễn Thị Duyên
UNIT 5
Dear sirs,
I am writing to complain about…
Last week, we ordered 50 trees from you for our “green strategy” on understanding that they
would be delivered at 7a.m this morning. You assured tress would arrive on time.
However, trees were delivered at 9a.m. Some of them were broken and 15 trees were the died.
We tried to contact you several times, but your customer service department did not answer
our call. We also sending several email asking you contact us, but we have had no response
from you.
If you don’t response this letter immediately, we should be force to look for another supplier.
We request you to collect the died and broken trees. If you don’t resolve this situation
immediately, we shall have no alternative but to cancel our order
We hope that this situation will be resolved to our mutual satisfaction.
We look forward to receiving your response.
XXX
Your customer.

Bùi Thị Ngọc Trâm

UNIT 6/3A/Page 66
George Johnson advises new entrepreneurs to passionately believe in their product or service
because, without that belief, it will not sell. His second point is the need for extensive market
research and to listen to people’s feedback. After that comes good, step-by-step planning and
time management. According to him, a good plan is a map which can be redrawn if there are
failures. The best advice he was given was to listen to all the advice offered, but to reject what
felt wrong, but he believes that asking for advice when it is needed is vital because no one is
an expert in everything. Managing finances carefully from the start is fundamental and
becomes even more important as the company grows and the amounts increase. When
working with large retailers, he tells entrepreneurs to negotiate hard for their desired unit price
as retailers will always aim for the lowest price possible. If the retailers want a product, it
must be good, so the entrepreneur should not give it away. In addition, close customer
relations are crucial because, without the customer, the business will fail. Furthermore,
becoming a leader and managing a company is hard, so learning to trust key people and
delegating work appropriately is essential, although it is not easy when people are used to
having total control. And finally, he concludes that success requires hard work and that the
entrepreneur will probably work harder than ever before.

Nguyễn Thị Liên

Unit 7:
Look at the notes below. Write a report of about 180 words. Include the following:
Give suggestions, advice and make recommendations.
Offer advice and make one other suggestion.

Issue of cross-cultural disagreements

Staff unable to agree on workflow methods – projects delayed
Recommendation
Suggest / Advise
• pair staff from different cultures to work together
• arrange cross-cultural training
• appoint a member of staff with a cross-cultural background to oversee the project

Report on issue of cross-cultural disagreements

It has become obvious that there are issues in the workflow of our Mega-Mon project. These
have apparently been caused by cross-cultural differences between the colleagues working on
the project in the two offices. The project is very important to our company and if it fails, no
doubt our profits will be adversely affected in the next quarter. It is therefore essential that the
cross-cultural teams begin to work together by understanding how their cultures differ.
We advise you to try to pair staff different cultures to work together. We hope that this will
ease tensions between the parties and also allow them to learn about and appreciate their
different cultural approaches.
Our recommendation would be to appoint a member of staff with a cross-cultural background
to oversee the project. That is the one who has ability to resolve arguments and be a bridge
between staffs from different cultures.
Another suggestion is to organise a day of team-building activities through an external
company. This would take the teams off site and engage them in a sporting or leisure activity
in which they all have to work together towards a common goal. We suggest that this is
organised without delay to avoid any further misunderstandings.
Nguyễn Bích Ngọc
UNIT 8:
From:
To:
Subject:
This is to inform you of the decision reached at Monday’s sales meeting about the future team
leader and some problems of our team.
Firstly, regarding the customer’s view of our new product range, it was agreed that all
customers should be asked to do an online survey as soon as possible. Moreover, we also
could encourage them to participate in events by offering some incentives.
Secondly, with respect to the replacement team leader for national sales, we are delighted to
announce that we decided that John Hedges will take on this role in the near future. Before, he
has been a regional team leader with us for two years and we are sure that he could complete
the job excellently.
Another highlight of the meeting was the lack of staff training for new sales staff. We reached
an agreement about giving more training to new team members and specifically contacted the
training company immediately to arrange it. 
The final decision of the meeting was to agree on the upcoming conference schedule.
Fortunately, the conference dates have been confirmed for next July and we agreed on two
potential venues for the conference. We could organise in the Plaza Hotel or Grand Moon. 
1, Emails
Opening and closing an email
Formal Informal
Greeting Dear Sir/Madam Hi/Hello
Dear Ms/Mrs/Miss/Mr/Dr… Good morning
Concluding Please do not hesitate to contact me if Feel free to contact me if you
you have any queries (thắc mắc). have any questions.
Do let me know if I can be of any further Hope to see you/hear from you
assistance on this matter. soon.
Please let me know if you require any Let me know if you need
further details/information. anything else/more information
I look forward to hearing from you. on this
Signing off Yours sincerely, Best wishes,
Kind regards, All the best,
Regards, Best
Sincerely,
Yours,

Reasons for writing

Formal Informal
Linking to Further to our Thanks for you email.
previous conversation/meeting yesterday… It was good to speak yesterday.
communication In response to your email,…
With reference (tham khảo) to our
conversation on Monday…
Saying why I am writing to inform you that I’m writing to let you know that
you are writing your application has been accepted. the meeting has been changed from
I am writing regarding/with regard 2 p.m to 3 p.m
to (liên quan đến) our meeting on I just wanted to confriem the date
23 January. of our next meeting.
Just a quick question about the
schedule.
Referring to Please find attached a list of clients I’ve attached the project update.
attachments You will find attached the itinerary You’ll find the document/file
(lộ trình) attached.
Please sign the contract attached
Requests and I would be most grateful if you Could/Can you let me know if
offers could update your contact details. you’re available?
(Yêu cầu và đề Please confirm if/whether you are I was just wondering if you could
nghị) able to attend. join our meeting on Friday.
I would appreciate it if you could Would you mind filling in the
send me the file. attached form?
I would also like to know when Mr
Lee would be available for a call.
Informing of a We are delighted to confirm that We’ve decided to change the logo
decision Sara West has agreed to accept the to improve brand image
role of Vice President. We thought that it was best to
We are pleased to announce that discuss this at the meeting next
work on the new building will week.
begin in July I’m sorry to have to tell you that
We are sorry/regret to inform that your proposal was not approved
 your application was not
successful.

Invitations
Formal
Inviting Godrey & Maine invite you to a
fundraising auction (buổi đấu giá) on 29
August.
We are pleased to invite you to a
communication seminar (hội thảo).
We hope that you will be able to join us
for refreshments after the ceremony.
Thanking/ Thank you for your kind invitation
Responding to It was my pleasure
thanks
Accepting I would be delighted to attend the
debate
I can confirm that I will be able to
attend the videoconference
Declining Unfortunately, it will not be possible to
attend
Sadly, I will have to decline your kind
invitation as I have a prior engagement
(hẹn)
Informal
I’d like to invite you to a
product demonstration.
Are you free on Thursday?
Would you like to come to a
talk on career progresstion?
It would be great if you could
join us.
Many thanks/Thanks for the
invitation
No problem
I’d love to come.
I’m looking forward to
attending the workshop
Sorry, I won’t be able to make
the team meeting this week.
It’s not going to be possible to
go to the seminar as I already
have an appointment.

2, Letters
Opening and closing a letter
Greeting Dear Sir/Madam,
Dear Ms/Mrs/Miss/Mr/Dr/Professor
To whom it may concern
Highlighting Re:
the subject Subject:
Referring to Please find enclosed (đính kèm) my CV.
documents The enclosed documents/contract…
Closing I look forward to hearing from you
I look forward to (receiving) your reply.
Signing off Yours sincerely,
Yours faithfully,
Kind regards,
Sincerely,
Yours,

Covering letters
Saying why I am writing in response to/with regard to your advertisement on your
you are website.
writing I am writing to enquire about the position of Sales Manager you advertised
on your website.
Providing I have completed a degree in computer science/a computer science degree.
informatio Additional qualifications (trình độ chuyên môn) have been gained in
 n accounting
I have experience in the insurance sector.
Reasoning/ As you can see from my enclosed CV, my qualifications and experience
Skills match this position’s requirements.
My professional qualifications appear to be well suited to your company’s
requirements.
These skills make me a perfect candidate for the job.
I work well under pressure and enjoy working in a team.
My native language is Italian, but I can also speak Spanish and German.
Closing I would appreciate/be grateful for the opportunity to discuss the position.
remarks If you require any further information, please do not hesitate to contact me.
I would be happy to attend an interview at anytime convenient to you.
I can supply references from previous employers if required.
Thank you for your time and consideration.

Letters of complaint
Referring I am writing regarding a late order
to the I am writing to express my dissatisfaction with one of your products.
problem I am writing to complain about a holiday you arranged for me
Giving/ There were serious issues with the service supplied.
Asking for The goods were damaged.
details Several parts of the order were missing.
The agreed delivery day was 25 April but the goods did not arrive unitl 11
May.
Unfortunately, the products were nothing like we had been led to expect.
Describing Because of this, we were unable to use the product.
results As a result, we had to find another supplier.
Due to this, the event had to be cancelled.
Requesting We would be grateful if our money was refunded (hoàn lại)
action It seems only fair that you should offer a full refund.
I would appreciate it if you could look into this matter as soon as possible
I would appreciate your immediate attention to this matter.

3, Reports
Starting and ending a report
Section Function Example
Summary It is founf at the start of a report This report explores global trends in
and it tells the reader what type of workplace design. Each year over
informaton the report will contain. 3,000 small companies close due to
It is usually short (less than 150 problems with financing new ideas.
words). The summary can be The report looks at ways in which the
written after the rest of the report financial sector can support small
is complete. businesses and encourage growth.
Introduction It states the purpose of the report The purpose of this report is to
and briefly outlines (bố cục) what outline the advantages and
the report intends to do disadvantages of using green energy
and recommend ways to improve
environmental strategy in line with
(phù hợp với) company policy.
The aim of the report is to look into
 the cause and efdect of stress in the
workplace and suggest solution for
both employers and employees.
This report looks into the main
reasons for customer service
complaints and proposes changes to
staff training in order to resolve the
issues.
Conclusion It restates and summarises the In this report we have looked at
main points of the report. ways to improve productivity and
Bullet points or numbered lists outlined key areas which need to be
may be used to highlight key improves.
information. In conclusuon, is is essential to
communicate the relationship between
exercise, diet and health to educational
organisations

Main body of a report

Reporting The main problem is pollution which is destroying sea life.
problems, reasons The key issue seems to be lack of housing to attract a skilled
and results workforce.
This was because of changes in exchange rate.
There are two main reasons for the increase in prices.
The new logo was unsuitable due to the style and colours.
As a result, the supplier was unable to meet the deadline.
The consequence of this was that interest rates rose by 1.5 percent.
This could have a negative impact on brand loyalty.
The most important effect was that communication improved
significantly
Making To improve delievery times, we should employ more drivers and
recommendations change our main delivery routes (tuyến đường).
The warehouse needs to be extended to allow for the proposed
increase in supplies which will take place from next year.
The following recommendations are designed to answer the
question “How can we increase tourism using a minimal marketing
budget?”
It is suggested that health and safety procedures are reviewd
annually and that safety training is offered to all staff.
1,
For the attention of all staff
I am writing to inform you about an exciting opportunity to do voluntary work abroad for six
months teaching business skills to students. The company will pay employees full salary and
all living expenses are included.
To apply, complete the online application form on the company website by May 28th. Include
information about any voluntary work that you have done in the past and any skills or
experience that you think would be useful.
I would also like to invite you all to a meeting about the project on Monday 17th at 11.30 am
in meeting room 4. There will be a brief presentation with information on the location,
voluntary work and training.
Please do not hesitate to contact me if you have any questions.
Looking forward to seeing you at the meeting.
Kind regards,
Karen
2,
To: Amalia Esposito
From: Eleni Papageorgiou
Subject: Digital Marketing conference
Good morning Amalia,
Thank you for your email regarding the Digital Marketing conference.
There are six people attending, so you are all going by train. My PA is booking the tickets this
afternoon and they can be collected from the ticket office at the central station.
As there are six people from this company going, most of the workshops can be attended. I
would like you to attend those which outline new marketing strategies, please.
I look forward to receiving your report on your return.
Regards,
Eleni
3,
To: Victor Kreuz
From: Luca Schmidt

Dear Mr Kreuz,
We are delighted to announce that we are opening our new conference facilities on 28th
February. The opening ceremony will be held in the main auditorium on the first floor, at 5.30
p.m. As a preferred (ưu đãi) client, you and your partner are invited to attend.
The conference centre was designed by Cora Bhatti in collaboration with Ashaf Tahir.
Dinner will be served at 7 p.m.
Please confirm your attendance by 1st February and remember to bring this invitation with
you to gain admittance to the venue.
We very much look forward to seeing you at this event.

Kind regards,
Luca Schmidt
Reply:
To: Luca Schmidt
From: Victor Kreuz
Subject: My confirmation on the opening ceremony.

Dear Mr Schmidt,
Thank you very much for the invitation to the opening ceremony for your new conference
facilities. My partner and I would be delighted to accept your invitation.
We very much look forward to seeing you.

Kind regards,
Victor Kreuz
4,
Dear Mr Brian,
Re: Position of Marketing manager

I am writing with regard to your advertisement on your website. Please find enclosed my CV.
I have a degree of International Marketing of Foreign Trade University and also studied
Business Manager at Edinburgh University. I organised a marketing team at university and
last year we have won a national competition. In addition, in my previous position, I gained
experience in building up marketing content and was the project leader for the team which
developed the most important campaign of the company. The campaign has been very
successful and reached about 1,000 people on social media.
My native language is English, but I can also speak French. My main interest relates to the
use of social media to promote sales, and the manager role would be an excellent opportunity
to use both the marketing and language skills that I have developed. As you can see from my
enclosed CV, my qualifications and experience match this position's requirements. I have
always kept up-to-date with current trends and feel that I would be suitable fit for your
company.
I would very much appreciate the opportunity of an interview to find out more about the
position and to demonstrate how I can be of value to your company. If you require any further
information, please do not hesitate to contact me.
I look forward to hearing from you.
Thank you for taking the time to read my letter.

Yours sincerely,
Model answer:
Dear Ms Arshad,

I am writing to apply for the position of Marketing Manager advertised on your website.
I hold a master’s degree in International Marketing. I have been working as a Marketing
Manager for the last three years, as you can see from my CV. I run a very successful
international marketing team and divide my time between leading my team at the main office
and travelling to our key markets. I feel that I have all the qualities you require in a successful
candidate.
I have very innovative ideas to offer and a good track record of putting them into practice. I
am a confident public speaker and provide excellent presentations. I now feel the need to face
new challenges and responsibilities. I believe that the job you have advertised would suit my
skills and abilities.
I would very much appreciate the opportunity to meet with you and learn more about the role.
I look forward to hearing from you in the near future.
Thank you for taking the time to read my letter.

Yours sincerely,
5,
Report on Current Problems
Our supermarket chain has faced considerable problems this year.
This report aims to outline the main ones.

Main Problems and Reasons

Our sales figures have fallen considerably. Our current poor financial outlook is mainly due to
the national economic recession. New government policies and taxes are making it difficult
for businesses. Therefore, there will have to be some store closures and, as a consequence,
the loss of a number of jobs.
Moreover, we are now faced with more competition from discount stores which are offering
consumers prices which we cannot compete with. This has led to a loss of revenue. However,
it is our belief that these customers will return once the novelty of discounted food has worn
off.
The third factor in the downturn is that unemployment levels have increased recently.
Technical advances have meant that there is less need for manual labour. As a result, people
have less money to spend at our stores. This, in turn, has had an adverse effect on our sales
figures.
6,
Dear Sir,
Subject: Order for 20 chairs
I am writing to express my dissatisfaction with your service.
We ordered 20 office chairs last week on the understanding that they would be delivered
yesterday. Although you indicated that this might be difficicult, you assured us that you could
manage it.
However, no chairs were delivered. We tried to contact with your customer service
department several times but they did not answer our emails nor returned our calls.
We are very surprised by this as we have been customers of your company for many years.
However, as you can imagine, we are disappointed both with the problem described and also
with the communication breakdown what we have experienced.
We are now requesting that the chairs be delivered immediately or receive an explanation as
to why this is not possible. If you do not respond to this letter, we will be forced to cancel the
order and place order with a different supplier.
We look forward to receiving your prompt response.
Yours faithfully,
Purchasing manager
7,
Recently it has become obvious that there are cross-cultural differences in some of our
overseas teams, causing misunderstandings and affecting workflow and deadlines. In some of
our offices we have colleagues working from several different cultures. They generally only
visit the overseas offices for a short period so there isn’t enough time for them to become
fully familiar with each other’s methods of working, which are often influenced by their
cultural background.
We advise that you try to pair members of staff together from different cultures to work
closely on projects together. This will enable them to get to know their colleagues and
understand their cultural differences. We would also recommend that your arrange cross-
cultural training as soon as possible. This can be resourced outside the company and there are
many training providers which specialise in this.
It is essential that everyone tries to work together to overcome this issue and for that reason
we recommend you put these steps into effect immediately. If these recommendations do not
have the desired effect, we suggest that you appoint a member of staff with a cross-cultural
background to oversee any projects affected. He or she can then implement a suitable cross-
cultural workflow.
8,
From: Juan Blunt CEO
To: All managers
Subject: Board meeting decision

This is to inform you of the decisions made at yesterday’s board meeting about our export
department and its future.
First of all, we agreed to open more overseas offices in the countries we export to. This should
take the pressure off our Export Manager. We made this decision because of our rapid growth
in this area. The offices will initially be staffed by managers in our headquarters until we can
recruit local managers who are familiar with the various locations.
Secondly, we finally reached a consensus regarding the training programmes we need to
implement. We have decided that all senior managers should be given language courses as
needed in the languages they will be liaising in. We would ideally like to appoint native
speakers of the languages, but for the moment we are limited in what we can do. As this is a
matter of urgency, training will start next month.
Our final decision was to appoint Consuela Martinez as National Sales Manager to take over
from Mr Branch who is leaving the company next month.
 ESSAY
1, Agree – Disagree
Introduction: [TOPIC] has become a controversial topic. Some individuals believe that
[VIEWPOINT]. In my opinion, {OUR OWN OPNION}
Ex: The ever-growing use of mobile devices has become a controversial topic. Some
individuals believe that the administration should issue a complete ban on mobile phones in
publicly accessible places, including libraries and public transports. I cannot entirely agree
with this perspective in some instances/I firmly agree with this perspective
On the one hand,…
On the other hand,…
In conclusion,

2, Cause – Solution
Introduction: Pharaphrase đề bài. Viết luận điểm
Ex: In many places around the world, bicycles and cars usually occupy the same road, which
proves to be precarious in certain cases. This essay will elaborate on various problems
emanating from this matter and discuss several solutions to minimize these ramifications.

3, Cause – Effect
Introduction:
Ex: It is an evident phenomenon in many countries in the world that there is a shortage of
students who choose to study science subjects as their major. There are some reasons to
justify this trend and it also causes/ triggers adverse/unfavorable effects/impacts on the
society.
The first reason….As a result….Another justification…
….may lead to….
The main cause of this problem is
The effects of this have been and will continue to be very serious. Firstly,
To conclude,…
4, Advantages – Disadvantages
4.1 Both
Introduction:
Ex: This essay will discuss the benefits and drawbacks of this trend/This trend would create
certain benefits but there will also be some drawbacks
Conclusion:
In conclusion, … could bring about certain benefits, but its negative consequences should not
be overlooked
4.2 Or
Ex: In the past, the majority of people were employees of small companies, while nowadays
more people choose working for big companies. From my perspective, the advantages of this
trend, particularly higher income and other additional benefits, can overshadow its
drawback which is pressure.
First/On the one hand/…
Moreover/Furthermore/…
This essay will argue that the advantages of this outweigh the drawbacks. The essay will
first demonstrate that the earlier someone learns an additional language the more likely they
are to master it and that it brings added cognitive benefits, followed by an analysis of how the
primary disadvantage, namely confusion with their native tongue, is not valid.
Conclusion:
In conclusion, while………may have some positive aspects, I believe they are outweighed by
the more significant negative aspects.
In conclusion, it seems to me that the disadvantages of ……… are more considerable than its
advantages.