Faculty of Linguistics and International Cultures

2018
Table of contents

Unit 1: Email style 1-2

Unit 2: Formal and informal correspondence 3-4

Unit 3: Direct and indirect language 5-6

Unit 4: Punctuation in business writing 7-8

Unit 5: Introducing your company 9 - 10

Unit 6: Placing an order 11 - 12

Unit 7: A formal invitation 13 - 14

Unit 8: An enquiry and reply 15 - 16

Unit 9: Complaining and apologising 17 - 18

Unit 10: A letter of apology and compensation 19 - 20

Unit 11: Clarifying & checking understanding 21 - 22

Unit 12: Follow-up email 23 - 24

Unit 13: A memo 25 - 26

Unit 14: A CV or resume 27 - 28

Unit 15: Writing a cover letter 29 - 32

Extra practice
BUSINESS
WRITING Unit 1: Email style

1 When writing emails, which of the following pieces of advice are appropriate?

1 You should always have a strong, clear subject line so that the recipient knows what
the email is about before reading it.
2 You should always use titles (e.g. Dear Mr Jones), not first names (e.g. Dear Rob).
3 You should avoid contractions (e.g. I am writing not I’m writing).
4 You should put your most important information in the first paragraph. Get to the
point quickly.
5 Limit sentence length and keep paragraphs short and easy to read.

2 Read the emails (A–C). Match each email to its type (1–3) below. Which one is
most formal, and which one is least formal?
1 an invitation 2 an offer 3 a message of thanks

3 Complete the emails with these phrases.

a as we’ve come to expect
b thank you once again for
c on behalf of
d keep in touch
e requests the pleasure of
f best regards
g please feel free to
h sincerely
i as you may know
j it would be greatly appreciated

4 Notice the use of adverb–adjective collocations in bold in the emails. Then match
each adverb (1–4) with the set of adjectives (a–d) that it collocates with.
1 thoroughly a reasonable balanced arranged
2 perfectly b recommended effective investigated
3 deeply c different new changed
4 radically d meaningful concerned honoured

5 Choose one of these situations then write an email to the person concerned. Decide
on your level of formality, your subject line, and the language you wish to use to
communicate your message.

1 an invitation to John Donald, a well-known speaker on sales and marketing, to

speak at an awards ceremony (and present an award) at your annual sales
conference
2 a follow-up thank-you message to a marketing manager from a department store
who has recently visited your manufacturing company and been given a guided tour
3 an email to a recent graduate who has written to your company asking for job
experience or an internship

1
To: Jonathan Whitaker
Subject: Employment with Amity Consulting Services
From: Laurence Hall
A
Dear Jonathan,
1
My name is Laurence Hall, and I am contacting you Amity Consulting. We received your
CV sent on the 9th April, and we would like to know if you are still interested in working for us.
At present, we are seeking a freelance consultant on a part-time basis to assist on our training project
in the oil industry in Oman. If this role is of interest to you, please fill in the attached application form
and send it to Claire Forrest at Amity Consulting. We will contact you shortly about an interview.
2
In the meantime, if you have any questions, contact me.
We look forward to hearing from you.
3
Yours ,
Laurence Hall

To: Susan Taylor-Marsh From: Henry Fielding

Subject: Pre-exposition drinks with DDF B
Dear Susan,
4
, DDF Industries will be exhibiting at the Solar Exposition this year, and, to mark the
5
launch of our new, radically innovative X33 panel, Janet Austen, CEO of DDF, your
company for drinks and canapés at our booth on the first floor at 3 p.m. on Monday the 7th.
6
if you could confirm your attendance by reply.
We really hope you can make it – we’ll all be deeply disappointed if you can’t!
We look forward to seeing you again.
7

Henry

To: Julian More From: Jonathan Potts

Subject: Congratulations on the expo presentation C
Hi Julian,
I am writing to thank you for your outstanding presentation at the Yachting Expo last Monday.
8
, it was both thoroughly entertaining and perfectly executed. It was very much
appreciated by all of us at the Marine Store sales group.
9
taking time out from your busy schedule to provide our employees and clients with
such a memorable presentation.
10
,
Jon

2
BUSINESS
WRITING Unit 2: Formal and informal correspondence

1 How often do you write emails or letters at work? How formal or informal are
they? Mark the level of formality on the scale and compare it with a partner.

Very formal Neutral Very informal

2 Read three pieces of correspondence. What level of formality are they? Write 1, 2
and 3 on the scale and compare with your partner. Explain your reasons.

Dear Ryan 1 2
I am writing in response to your message on my voicemail. Hi
I’d be delighted to give a talk to your business students on
the subject of Modern Management Practices. I’d be I’m afraid my plane is delayed by
grateful if you could send me any days and times you have two hours. Can you pick me up at
in mind so we can finalise the exact date.
around 2 instead?
I look forward to hearing from you.
See you soon. (I hope!)
Best regards
Corinne

Dear Mr Baker 3
With regard to your interest in the position of IT assistant, please find attached the full job
description and application form. Please note that the closing date for applications is the 30th of
this month. Unfortunately, due to the expected high number of applications for this post, we are
only able to reply to those applicants who have been shortlisted.
We thank you for your interest.

Yours sincerely

Alan Johnson

3a The verbs 1–10 tend to be used in more formal correspondence. Match the formal
verbs 1–10 to the less formal verbs in the box.

need tell change say sorry get ask about ask for help stop give

1 inform 6 enquire
2 request 7 alter
3 apologise 8 terminate
4 receive 9 require
5 assist 10 provide

b How many of the verbs 1–10 have a noun form? e.g. inform – information

3
 4 Find expressions in the texts in Exercise 2 to complete the table.

FORMAL OR NEUTRAL INFORMAL

Opening 1 Hello
2

Reason for writing / Further to your letter … It’s about …

3
Reference
4

Enclosure or I’m enclosing Here is …

attachment 5

Give good news We’re happy to inform you that … Good news!
6

Apologise / Give bad 7

Sorry but …
Sadly …
news 8
We regret to inform you that …
Request Would it be possible for you to …? Could you …?
9 10

Thanks / Refer to 11 13

future contact 12 14

Closing Kind regards Yours Bye

15 Love

6 Rewrite this email using an informal style. Use expressions from Exercises 3 and 5.

Dear Dr Bruce Baines

With regard to your visit to Italy next week, I’m attaching details of your flights and hotel
reservations. I regret to inform you that the business college in Perugia has cancelled the
appointment on Wednesday. Would it be possible for you to give the same presentation in
Bologna?
I’d be grateful if you could confirm the flight times as soon as possible. Please do not hesitate
to contact me if you need me to assist you any further.

7 Read this informal reply. Rewrite it using a neutral or more formal style.

Hi Maddie
It’s about the flight times to Italy. Sorry but I can’t fly out on Monday morning. Can you
change it to Monday evening?
I’m happy to talk in Bologna instead.
B.

4
BUSINESS
WRITING Unit 3: Direct and indirect language

1 Have you ever negotiated any of the following with customers, colleagues or your
manager?

● prices ● delivery times ● length of your holiday

● time of a break ● discounts on large orders ● pay
● refunds ● doing a job no one in your workplace likes doing
2 Read these emails. Which of the issues from Exercise 1 do they negotiate?

Thanks for replying so quickly. We’re happy with your range and we’d like to place an order. But
the total price is too high so please come back with a reduced offer. Also, the delivery time on
certain items is long – why is this? Please let me know asap. Thanks.

Further to your email with an outline of your products range and prices, I’d like to express our
initial interest in your offer. However, at this stage would you be able to give us a better idea of
flexibility in terms of pricing? Could you possibly clarify, for example, whether there are
discounts on certain orders? It also seems from your email that orders on certain ranges might
take up to a month to deliver. To be honest, I think this could be too late for our summer stock
but perhaps you could send more details on this.
I look forward to hearing from you.

3 Discuss the emails in groups. Answer these questions.

1 How well do you think the writer in the first email knows the other person? Is the
language direct or indirect?
2 How well do you think the writer in the second email knows the other person? Is
the language direct or indirect?

4 These sentences use indirect and tentative language. Delete words so the sentences
are more direct. Your new sentence must have the number of words in brackets.
See the first example.
1 Thanks for your email with your offer.
(4) Thanks for your offer.
2 Could you please send me a price list?
(5)
3 Further to our phone call yesterday morning, can we meet on Wednesday at 10?
(7)
4 Could you possibly clarify for example if this price includes delivery?
(6)

5
 5 I’m very sorry, but we have a delay of 24 hours because of the shipping company.
(9)
6 It seems that your prices have increased twice in the last six months already.
(6)
7 Would you possibly be able to send this year’s brochure, please?
(5)
8 I appreciate your offer but we can’t agree to it, to be honest.
(5)

5 These sentences come from emails to people the writer knows well, so they are
direct. Change the sentences so they are less direct and more tentative. Replace the
words in bold with these phrases.

It seems that If you have time, perhaps you should Could you possibly explain
To be honest, the price you’re asking We’d appreciate it if you would
I was wondering if you could Why don’t we … ? I’m afraid I’m unable to

1 Please send us a replacement as soon as possible.

send us a replacement as soon as possible.
2 Can you call me by the end of today?
call me by the end of today?
3 Sorry but I can’t accept your offer.
accept your offer.
4 Maybe you can call them to discuss their offer.
call them to discuss their offer.
5 I think this price has gone up.
this price has gone up.
6 Let’s meet to discuss this in more detail.
meet to discuss this in more detail?
7 Your price is too high.
is too high.
8 What’s the extra ten per cent added to the total price?
the extra ten per cent added to the total price?

6 Write two emails.

Email 1: You have ordered some items you need for your workplace from a regular
supplier. The supplier has sent you a price but it is 20% higher than your previous order.
Find out why. Use direct language.
Email 2: Your regular supplier seems to be more expensive than normal so you have
asked a brand new supplier for prices on the same order. The quote seems to be lower
but you want clarification on delivery costs and times and precise details of discounts on
large orders. You need to use indirect language.

6
BUSINESS
WRITING Unit 4: Punctuation in business writing

1 When you write at work, do you check your writing for correct English and
punctuation? Tick a, b or c.

a I check all my writing.

b I check my writing if it’s for a client or my boss (but not to a colleague).
c I never check my writing.

2 Find examples of these types of punctuation in the technical report.

a full stop e capital letters
b comma f colon
c apostrophe g bullet points
d quotation marks

To: Niles Bowden, MD

From: Regional Technical Manager

Subject: Report on Eagle Shelf Oil Field

The Eagle Shelf Field used to produce 500 barrels of oil per day. Since 2010 this number has decreased to 350 in
2011, 200 in 2012, and 100 in 2013. The last report on this field said, ‘This field is increasingly unprofitable, so
we recommend closing it down within 12 months.’ However, there’s still a lot of oil in the ground so I propose
the following action:

Stop work at the field and send workers to other fields in the region.

Study the possibility of hydraulic fracturing at the field.

hydraulic fracturing: a technical process where you take oil from rocks, also called ‘fracking’.

3 Complete these rules with the punctuation words from Exercise 2.

1 Use a full stop at the end of a complete sentence.

2 Use a between clauses, before direct speech and with lists of items.
3 Use at the beginning of a sentence, with names of people and places,
job titles and abbreviated titles.
4 Use numbers or with lists of sentences.
5 Use to report the exact words of another report.
6 Use a to introduce a division in subheadings and before a list of items
(e.g. numbered or bulleted lists).
7 Use an for missing letters and possessives.

7
 4 Read the extracts from different types of business writing and add the missing
punctuation. There is one mistake in each line.

1 Further to our phone conversation I am sending you our price list.

2 Dear mr Wright, …
3 Subject Results of survey
4 The last report said, the results of the new measures have been very positive.
5 Ms Kemps flight is at three.
6 Do not hesitate to contact me for further information
7 In conclusion, I think we should:
Close the two warehouses in Rouen and Marseille.
Open a larger warehouse in Lille.
8 Mr Brown from the uk office wants you to call him back.

5 Rewrite this short report with correct punctuation.

to peter roe ceo

from head of uk production

subject production in brownlow factory

the brownlow factory used to produce 20 cars per day since 2011 this number has decreased to 14 in 2011, 11
in 2010, and 8 in 2013 the last report on this factory said the Brownlow Factory can’t be saved, so we suggest it
should be closed immediately however I think the problem is technical so I propose the following action

introduce two new production lines with modern equipment

only produce cars at his factory and produce trucks at our lofthouse factory

6 Look at a piece of your writing in English from previous lessons. Check the
punctuation. Is it correct?

8
BUSINESS
WRITING Unit 5: Introducing your company

1 How do people find out about your company? What percentage of your business
(approximately) do you think comes through each of the following?
● online advertising
● word of mouth and referrals
● mail shots or emails
● industry events (e.g. trade fairs)
● sales representative and cold calling
● other

2 Read the letter and answer these questions.

1 What is the purpose of the letter?
2 Is it the first time the reader has heard from the company?
3 What does the writer send with the letter?
4 What is going to happen next?

Envera Office

The leading provider of office recycling products

Dear Sir or Madam

I would like to take this opportunity to introduce you to Envera Office. Envera Office is now an established
and reputable name in the provision of office recycling bins and accessories.

We operate with over 50 staff from our headquarters in Birmingham. Since the company began in 2002, we
have swiftly developed a leading reputation as THE provider of unique products in the world of office
recycling.

As you will see from the enclosed brochure, we offer an exciting choice of high-quality recycling bins and
equipment in line with industry standards and the modern company’s commitment to environmental and
social responsibility.
One of our representatives will be in touch with you to arrange a personal meeting in order to describe our
service in more detail and to outline the benefits that cooperation between us might bring.
We look forward to meeting you and discussing your company’s requirements.
Yours faithfully
N.J. Kiyosaki
General Manager, Envera Office

9
3 In this kind of letter, the writer uses strong, emotive language. Underline any
words or phrases in the letter that you think convey emotions rather than facts.
Compare with a partner.

4 Match these synonyms and definitions to words in the letter.

Paragraph 1
1 old (in business)
2 with a good reputation
3 selling and delivery
Paragraph 2
4 work
5 very quickly
6 number one
7 the business area of
Paragraph 3
8 following official guidelines
9 duties to society
Paragraph 4
10 contact
11 present
12 good things
13 working together

5 Read the sentences taken from different letters of introduction. Replace the words
in italics with more emotive words and phrases from the box.

delighted quality huge selection exciting benefits without delay

outline established industry leader highest standards

1 I am happy to be able to offer you our latest product.

2 We are an old company with fifty years of experience.
3 Our success is built on reliability and good products.
4 Our catalogue offers a big choice.
5 Let us deliver quickly to your door.
6 All our products are made to the top level.
7 I’d like to talk about the key features.
8 We look forward to telling you about all the good things our services can provide.

6 Write a letter of introduction about your company to send to new customers. Use
emotive language.

10
BUSINESS
WRITING Unit 6: Placing an order

1 Do you place orders with other companies? What do you order? What do
companies order from you?

2 Read the emails. What is the order for?

Dear Mr Claughton, 1 Dear Mr Claughton, 3

Thank you for your catalogue. My company is I’d like to place an order for five barrels of oil.
interested in ordering machine engine oil. Do Please find attached the order form including our
you give a discount for bulk orders? payment details. What is the delivery time?

Best regards, Lucile

Lucile Marty T & T tooling

Dear Lucile 4
Dear Ms Marty, 2 Thank you for your order. Please find attached

Thank you for your interest. We can supply the
oil in bulk (200-litre barrels). We give a 10%
discount on orders of five barrels or more.
What quantity are you interested in?
Best regards,
Dana Claughton King Oil Supplies
the invoice with the 10% discount. We are
dispatching the order this afternoon. Use the
tracking number below to track your delivery.
You should receive it within two working days,
but please do not hesitate to contact me if you
experience any delays.
Dana Claughton

3 Find the words and phrases in italics in the emails. Choose the correct meaning.
1 A discount is a free products b paying less money
for something
2 Bulk is a a small amount b a large amount
3 A barrel is a large a cardboard box b metal container
for products for liquids
4 The quantity is a how much b the total price
5 An invoice is a information on how b a list of items and
to use the items their final cost
6 To track a delivery means a to send a delivery b to find out where
a delivery is
7 Dispatching means a receiving b sending
8 Supply means a sell b give

11
4 Read the emails again and choose the correct option to answer these questions.
1 Is Ms Marty the supplier? Yes No Don’t know
2 Does T & T tooling need engine oil? Yes No Don’t know
3 Does King Oil Supplies give discounts? Yes No Don’t know
4 Does Lucile want the oil immediately? Yes No Don’t know
5 Will they deliver by tomorrow? Yes No Don’t know
6 Does King Oil Supplies supply other products? Yes No Don’t know

5 Match a verb phrase in box A with a noun in box B and complete the sentences.
A place an give a track the B order delays delivery discount
attached an experience any order form

1 I’d like to for thirty barrels.

2 Do you on bulk orders?

3 Please find which gives our payment details.

4 You can online with this number: 98JUL76X

5 If you , please do not hesitate to contact me.

6 You work for a company that uses heavy machinery. You need oil. Write an email
to King Oil Supplies. Ask about discounts on bulk orders.

7 Swap your email with a partner. Write a reply from King Oil Supplies: give a
discount and ask about quantity.

8 Swap your email with your partner. Reply to King Oil Supplies. Say you are
attaching the order form. Ask about the delivery time.

9 Swap your email with a partner. Write a reply from King Oil Supplies.

10 Read the four emails from Exercises 6–9. Evaluate them with the checklist below.

12
BUSINESS
WRITING Unit 7: A formal invitation

1 Discuss these questions in pairs.

1 What kind of people visit your place of work? Why do they need to visit you?
2 Do you normally invite people by phone, by email or by letter?
3 How do they travel to your place of work? Is it easy to find?

2 Read the email and answer these questions.

1 Why is Ms Sanchez going to visit Ewa Gobcewicz at the Ashton Hotel?
2 Match the purpose (a–c) to the paragraph (1–3) in the email.
a giving directions
b giving an invitation
c giving further details and instructions

Dear Ms Sanchez
Further to your application for the post of Front of Hotel Manager at the Ashton Hotel,
London, I am writing to invite you to an interview on 3rd November at 14.00 in the hotel’s
Azure conference room. If you are able to attend at this time, please confirm your
attendance by the end of tomorrow at the latest.
The interview will last approximately one hour and the interview panel will consist of three
people: myself, Mr Ricardo Gonzalez, Regional Head of Ashton Hotels in Europe, and Ms Leila
Moncure, General Manager for the London hotel. Our questions will focus on your suitability
for the job, based on the attached job description and selection criteria.
We advise you to arrive at the hotel by public transport as parking cannot be offered. The
hotel is three minutes’ walk from Green Park underground station, or buses 141 and 143
stop in front of the main entrance. Please let me know if you have any special requirements
which we might need to consider in relation to the interview arrangements.
We look forward to meeting you.
Yours sincerely
Ewa Gobcewicz
Head of Human Resources

13
 3 Read the email again. Are these sentences true (T) or false (F)?
1 The interview is in the afternoon. ––––
2 The candidate needs to write back and say she can come. ––––
3 The interview will finish around four o’clock. ––––
4 There will be three people at the interview including the candidate. ––––
5 The candidate has to ask for a job description and a list
of reasons for selection. ––––
6 The hotel has parking she can use. ––––
7 The underground train or bus is convenient for the hotel. ––––
8 Ms Gobcewicz offers the candidate help in connection with
attending the interview. ––––

4 The phrases in the email can be used in other types of invitation (e.g. to a meeting,
a seminar, a conference, etc.). Find the phrases used for the following:

1 Referring back to previous contact:

2 Inviting someone to an event:
3 Asking for the person to confirm attendance:
4 Describing the length of the event:
5 Giving travel suggestions and information:
6 Offering further help with particular needs:
7 Referring to future contact:

5 You work for a training company. You are organising a training seminar for
people in the hospitality industry. One client, Mr Hoffman, is interested in the
seminar and sent you an email asking about the event. Write a formal reply using
the phrases in Exercise 4 and these details:

Name of seminar: ‘Using social media in the hospitality industry’

Date and place of seminar: 5th June 09.00–17.00
Training Room B in Garton Park Centre
Trainers: Peter Reed, Social Media Expert
Susie Hill, Hospitality Marketing Specialist
Attachments: Brochure with details and objectives of the seminar
Practical information: Bus 22 stops outside the Garton centre.
Parking is also available.

14
BUSINESS
WRITING Unit 8: An enquiry and reply

1 Who is this event for? Where and when is it? Do you have similar events for your
industry?

Global Electricity Conference

The largest meeting place for energy industry professionals from over
100 countries worldwide.

San Paolo International Conference

and Exhibition Centre
17–19 February

2 Read the emails. Match the sentences (a–d) with the emails. Write 1, 2, 3 or 4.
a The writer wants information about an event.
b The writer accepts the offer.
c The writer gives the other person good news.
d The writer gives bad news, but offers the other person something.

1
Dear Sir/Madam
I am writing to enquire about the electricity convention in February. My company would like
to book a stand in the exhibition area. Could you please send details for exhibitors?
I look forward to hearing from you.
Frank Rosling
Berlin Energies

Dear Mr Rosling 2
Thank you for your enquiry. Unfortunately, all the stands for the exhibition are now booked.
However, we have a waiting list because sometimes space becomes available at the last
minute. If you would like me to put you on the waiting list, please fill in the attached form
with your company details.

Best regards

Ariadna Natera
Conference Programme Manager

15
 3 Dear Mr Rosling
4
Dear Ms Natera
Thank you very much for your reply. I I am happy to inform you that there is now a
would like to be on the waiting list. stand available. Please could you confirm asap
Please find attached my form. that you are still interested and I will complete
the booking.
Frank
Ariadna Natera

3 Match the words in bold in the emails to the definitions.

1 the people who show their products or services
2 the place where a company can show their products at a conference
3 ask
4 free to use
5 make an arrangement definite
6 tell
7 the final moments before something
8 as soon as possible (abbreviation)

4 Find the expressions in the emails that match these meanings.

1 I am interested in … I am writing to enquire about

2 I would be grateful if you could send …
3 I’m grateful for …
4 I’m very sorry but …
5 I’m delighted to tell you …
6 Could you please …

5 Categorise the expressions in Exercise 4.

enquire: 1 thank:

request: give good news:

give bad news:

6 Look at this advert for an event. Write to Ariadna

World Conference March 15–16
Natera. Enquire about a stand for your company at
A global event for your business, with the exhibition.
professionals from over 100 countries
worldwide 7 Swap your emails with a partner. Write a reply
from Ariadna Natera with good news or bad news.
Book now for an exhibitor’s stand

16
BUSINESS
WRITING Unit 9: Complaining and apologising

1 Discuss these questions in groups.

1 Have you ever complained about a product or service? What happened? Did you
request and / or receive:
 a refund?
 a repair?
 a replacement?
2 Does your company ever receive complaints from clients or customers? What are
they about exactly? What is your company policy about complaints? Do you always
refund, repair or replace?

2 Read the complaint and answer these questions.

1 Is it about a service or a product?
2 What problems have there been?
3 Has the writer spoken to a real person?
4 Does the writer want a refund, a repair or replacement?

My new internet service was installed on 3rd January by your company technician. I
subscribe to your Premium Business Plan service. Apparently this guarantees
(according to your website) ‘maximum download speeds and superfast broadband’.
However, it is now two weeks since installation and there have been a series of
problems with the service.
First of all, internet use is often interrupted or download speeds are very slow. This
means that I am unable to videoconference with colleagues and clients. Worse still,
on 10th January there was no service at all so I telephoned your helpline. I was told
by a recorded voice that the service was temporarily interrupted. In fact, the
service did not return until 24 hours later. The internet service continues to be
slow.
Having been unable to speak to someone, I am writing to you to demand that a
technician solves the problems immediately. I intend to withhold any further direct
debits from my bank account until the matter is resolved.

3 Match paragraphs 1–3 with the purpose a–c.

a action required
b background to the complaint
c details of the problems

17
4 Writers often use -ly adverbs such as fortunately, accidentally, etc. to comment on a
sentence. Find three sentences in the text with -ly adverbs, and then answer these
questions.

1 In each sentence, is the -ly adverb at the beginning of the sentence, at the end of the
sentence or before a verb or adjective?
2 Does the -ly adverb comment on the whole sentence (or clause) or on one word?

5 Read the telecom company’s reply. Choose the correct options to complete the
letter. Note the position of each adverb and what it comments on.

With reference to your complaint dated 18th January, we (1) sincerely /

fortunately apologise for the inconvenience caused by problems with your service.
(2) Temporarily / Unfortunately, there have been a number of faults reported
in your area of the country and so our service team has been (3) immediately /
extremely busy trying to resolve certain technical issues.
I am happy to report that we have been able to isolate the problem. It has been
caused by local roadworks in your district affecting cables beneath the surface, (4)
luckily / apparently. The lines are now (5) rapidly / slowly being fixed. You should
experience normal service by midnight tonight at the latest.
Due to the inconvenience caused to you, we will refund your subscription for the
months of January and February. Please accept our apologies and contact us again
if you are not (6) fairly / completely satisfied with this response.

6 Match paragraphs 1–3 with the purpose a–c.

a offer to the customer
b action to solve the problem c
apology and explanation

7 Think of one complaint that a customer might have about your company. Then write
one of the following:

a complaint from the customer, using three paragraphs and the structure in Exercise
3. Use at least one -ly adverb in each paragraph.
an apology to the customer, using three paragraphs and the structure in Exercise 6.
Use at least one -ly adverb in each paragraph.

18
BUSINESS
WRITING Unit 10: A letter of apology and compensation

1 When a customer telephones or writes to your company to complain, what

procedure does the company follow? Discuss in pairs.

2 Work in pairs. Read seven pieces of advice for handling complaints. Which do you
think is good advice? Which is bad advice?

a Listen to the customer or read their complaint carefully.

b Let the customer know that you are going to take action and by when.
c Wait to see if the customer calls or writes again before taking action.
d Take responsibility and investigate the problem. Talk to everyone involved.
e Call or write to the customer and explain the reason for the problem. Avoid making
an apology or offering compensation immediately.
f Offer compensation if the customer suggests taking legal action.
g Write a polite and formal letter so everything is in writing, and offer compensation
if the customer’s complaint was valid.

3 Read this letter from a hotel manager to a customer. Based on the information in
the letter, which advice in Exercise 2 do you think the hotel manager followed?

Dear Ms Campbell
1
Further to your letter regarding your stay at the Victoria Arms Hotel on the nights of May 25th and 26th,
please accept my apology for your unpleasant experience. I sincerely regret the inconvenience caused to
you because of the noise and poor room service.
2
We always strive to ensure that all our guests receive the highest standard of service at our hotel but on
this occasion we clearly failed in that responsibility. As a result of your letter, I have investigated your
concerns, talked to the staff involved and taken the necessary action.
3
In addition, as a gesture of goodwill I am enclosing a voucher for two free nights at our hotel at any time in
the next twelve months. The voucher may be used by you or anyone at your company. We hope that you or
your colleagues will enjoy your time with us on your next visit.
4
Please do not hesitate to contact me if you have any further questions or comments. I look forward to
welcoming you in the future.

Yours sincerely

Dariusz Szwaj
Hotel Manager

19
4 Match these aims to the four paragraphs (1–4) in the letter.

a Explain what action has been taken

b Refer to future contact
c Make your apology
d Offer compensation

5 Find formal expressions in the letter that match these phrases.

1 I’m writing in reply to your letter about …

2 I’d like to say sorry

3 I’m really sorry for the difficulties …

4 try to make sure

5 didn’t do our job properly
6 dealt with the problem
7 an offer of friendly relations
8 see you soon

6 A customer has written a letter of complaint to your company and they want some
compensation. Imagine answers to these questions:

1 Why have they complained?

2 What happened?

7 Write a letter of apology and compensation (or a refund or replacement) to the

imaginary customer in Exercise 6.

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BUSINESS
WRITING Unit 11: Clarifying & checking understanding

1 How much does your company rely on transportation (for goods and/or for
people)? Is someone in charge of organising the transportation?
2 These words are connected with transportation. Group the words into the
categories in the table. Which are relevant to transportation at your company?

packing list warehouse shipper distribution centre bill of lading

shipment courier delivery note consignment carrier depot

DOCUMENTATION PLACES TRANSPORT COMPANY THE GOODS

3 Complete these explanations of the words in each category.

1 A packing list and delivery note arrives with the delivery but the shipper signs the
when they arrive for transportation.
2 A is a warehouse where you store goods in transit. When they arrive
at a company’s they can be split up and delivered to different outlets.
3 A courier transports small items but a arranges transportation of
goods; for example, they might use a to take goods overseas.
4 A is another word for items which are ordered and delivered. When it
involves a ship, they can also be referred to as a .

4 Read the emails about a shipment. Number them in the correct order from 1 to 8.

Hi Lana. I’m just writing to confirm that we have
now dispatched the shipment of items, order no.
A. HD-112X. My carrier estimates about two weeks
E
1 for arrival in Southampton. They’ll update me
nearer the time so your carrier can collect it. A
copy of the packing list is attached. Best, Aidan
Thanks. I got it this time. There’s one other
thing. You mention that the goods arrive in
Southampton and our carrier can collect it. I
don’t follow you. Do you mean your carrier
isn’t going to deliver it directly to our depot
in Wolverhampton?

Thanks Aidan but there’s nothing attached. Can

B F My apologies. It’s attached now.
you send it again?

But that was when we thought the shipment
would arrive this week. Given the delay I’m not
C G
sure about this now. Let me get back to you later
today. Lana
That’s right. We agreed that you would deal
with delivery at your end because you
already have a collection from Southampton
and it reduces the transport costs.

Hi again. About delivery, I’m afraid we won’t
have anyone near Southampton for another
D
month. Can you arrange for your carrier to bring
the consignment to our warehouse?
OK. I’ll contact our carrier and ask them to
H handle it. We’ll also cover the extra cost
8 this time and sorry for the
misunderstanding. Aidan.

21
 5 Read the emails again and answer these questions Yes, No or Don’t know.
1 Have the goods left the supplier?
2 Does the shipping company have the bill of lading?
3 Does the carrier plan to deliver the goods to the buyer’s depot?
4 Is Lana surprised by the news about the carrier?
5 Is the shipment late already?
6 Was the mistake Aidan’s fault?

6 Read these phrases from emails for clarifying, checking understanding and
avoiding misunderstandings. Match the phrases to expressions from the emails in
Exercise 4.

1 This is to let you know that …

2 You didn’t attach anything.
3 I need to check this.
4 I’ll email you again later.
5 Safely received.
6 I don’t understand.
7 Are you saying that …
8 Correct.
9 Sorry. Here it is.

7 Work in pairs. Write a series of 12 short emails to each other. Take turns to write
and send your short emails.

Student A Student B

You are the customer. Ask when your order is You are the supplier. Ask when the order was
going to arrive. made

You placed it ten days ago. Ask for the original order form.

Send it. There’s nothing attached.

Send it again. The order was dispatched five days ago. Attach
a copy of the delivery note.

The delivery note says it went to the You think Student A said it was the Manchester
Manchester warehouse. You think you asked for warehouse.
the London warehouse.

Suggest a solution. Reply.

22
BUSINESS
WRITING Unit 12: Follow-up email

1 Read the email and answer the questions.

1 Why is Murad writing to Mr Bhati?
2 What does Murad send with the email?
3 What is Murad’s job title?

2 Complete the table with information about Rimco.

Dear Mr Bhati
Further to our meeting at the Telecom Expo conference in Delhi, I am writing with regard to
your interest in our company. Rimco provides telecommunications and information technology
in the Middle East and Africa. Our next project is a new division in India at the end of this year.
I am attaching a brochure with more details. Please feel free to contact me if you would like
any further information.
Yours sincerely
Murad Al Sarary
Client Manager
Rimco Telecommunications

RIMCO YOUR COMPANY

Products or services?
Next project?

3 Complete the table with information about your company. Then tell your partner.

4 Read another email from Murad. Do you think it is more or less formal? Why?

5 What emails do you write at work? Are they normally more formal or less
formal? Why?

Hi Rahul
It was nice to meet you again at the Telecom Expo. I’m writing about your interest in our
new services and our plans for the new office in Delhi. It opens at the end of the year. Here
is the brochure. Give me a call if you want any more information.
Bye for now
Murad

23
6 Read the emails in Exercises 1 and 4 again. Complete the table with formal and
informal expressions from the emails.

MORE FORMAL LESS FORMAL

Start the email Dear … Hello.

1

Refer to past contact Further to our last

2
meeting …

Give reason for I’m writing about …

3
writing

Referring to an Here is …
4
attachment

Offer more Please feel free to contact

5
information me if you would like any
further information.
6 7
End the email
Best regards All the best

7 Replace the underlined words in the sentences with these words.

Hello about further attaching Further to contact

1 Dear Dave. I hope you’re well. Hello

2 Following our meeting last month …
3 I’m writing with regard to your interest in our new service.
4 Please feel free to call me if you would like any more information.
/
5 I’m sending a price list with this email.

8 Write a formal email or informal email to a new client.

Mention meeting the person at a conference
Tell the person what you provide or produce
Tell them about a new project, product or service.
Attach a brochure

9 Swap your email with a partner. Has he/she answered all parts of the question?
Has he/she used the same formal or informal style in the whole email?

24
BUSINESS
WRITING Unit 13: A memo

1 Read the memo. Match the three sections of the memo to the topics a–c.
Section 1: a findings and consequences
Section 2: b background to the memo
Section 3: c future recommendation

MEMO
TO: Jaber, Brigitte and Ralph

FROM: Nurdaulet

DATE: 16 June

SUBJECT: Feedback on the sales conference

As you know, we gave all delegates a satisfaction survey at the end of last week’s sales conference.
I have now had time to review most of the comments. The majority were positive about the
content of the conference but unfortunately there was a lot of criticism about the venue. The most
common criticism included the following:
A very small electrical fire started during one of the sessions. The venue had not explained
procedures in case of emergency. As a result there was some confusion. Thankfully, no
delegates were hurt.
Some delegates had requested vegetarian options but on the first evening these dietary
requirements were not met. Consequently, a number of people were not satisfied with the
opening dinner.

The air conditioning didn’t work for two hours in the middle of the day, so delegates were too
hot.
In addition to this, the venue is increasing its rates by nearly 10% for next year. Consequently, I’d
ask you all to start researching an alternative venue for next year and send me your suggestions.
Note that suitable venues are difficult to find, so despite the fact that it’s nearly twelve months
away please give this your immediate attention.

25
2 Match the words in bold in the memo to the definitions.
1 people at a conference
2 the place where an event is held
3 the food or nutritional needs of a person
4 questionnaire to find out how happy people are with something.
5 scheduled events at a conference
6 ways of doing something
7 prices or fees (at a hotel or conference centre)
8 choices

3 Complete these comments from a survey with words from Exercise 4.

1 The was modern, but the air conditioning was broken.
2 It was too hot during our _.
3 The food was OK but there weren’t many vegetarian .
Everything was meat.
4 My for Halal food were not met.
5 I hope the hotel’s are low because we have a small budget.
6 Like most other , I was disappointed with the venue.

4 Summarise the problems and consequences in the memo in this table.

PROBLEMS AND CAUSES CONSEQUENCES

5 Underline any linking words or phrases for talking about causes and consequences
in the memo. For example: As a result there was some confusion.

6 Work in pairs. Imagine you have asked staff in your place of work to complete a
survey to improve the workplace. List three problems and their consequences.
You could think about transport, parking, facilities, space, noise, heating, etc.
PROBLEMS AND CAUSES CONSEQUENCES

7 Write a memo to all the staff and summarise your findings. Present the common
problems and consequences, and make future recommendations.

26
BUSINESS
WRITING Unit 14: A CV or resume

1 Read Paul Lyons’ CV, or resume, and answer these questions.

1 Where does Paul currently work?
2 What sort of company does he want to work for?
3 What positive nouns and adjectives does Paul use to describe himself and the type
of people he wants to work with?

2 Paul uses positive verbs to make his CV dynamic and interesting. Match the verbs
1–8 from the CV to these synonyms.

providing helping talking to keeping up

showing examining making certain putting into action

1 analysing 2 implementing 3 assisting in

4 ensuring 5 liaising with 6 upholding
7 demonstrating 8 delivering

3 Clauses with reduced past and present participles are often used to provide
information in CVs. They can go before or after the main clause. Look at the
example then rewrite the sentences using reduced past and present participles.

1 I am a highly motivated individual and I possess the enthusiasm and drive needed
to succeed. I am looking to join a dynamic company.
A highly motivated individual, possessing the enthusiasm and drive
needed to succeed, I am looking to join a dynamic company.
2 Samantha is an experienced engineer who is prepared to work long hours. She is
looking to take on more responsibility.
An ,
Samantha is looking to take on more responsibility.
3 Andrew is a senior manager who is committed to improving the profile of his
company. He has the ambition required to take the company forward.
A
4 Stephen is a well-regarded manager who works in the oil industry. He would like to
gain experience in HR.
A

4 Read the job ad. Decide what experience, skills and personal qualities an applicant
will need. Then write the CV.

TECHNICAL CONSULTANT
DFT International is a global leader with over 20 years’ experience providing
recruitment solutions to the energy sector.
We are looking for a Technical Consultant to be based in Dubai.
Ideally you will have over five years’ experience of working for a
multinational resource & energy company.

27
Paul Lyons Resume
PERSONAL DETAILS
Paul Lyons
12 Rugby Avenue
Rugby R32 7FT
Mobile: 0870 007 2222

PROFILE
A highly motivated individual, possessing the enthusiasm and drive needed to succeed in this competitive
industry, I am looking to join a dynamic company of conscientious professionals. Prepared to travel to
projects around the world, I am committed to producing the highest quality work for my clients.

EDUCATION
Midlands University, BSc (Hons) Structural Engineering 2007–2010
Moseley Central College 2004–2007
A levels: Maths (A) English (B) Technology (B) Science (B)

WORK EXPERIENCE
Midlands Construction Company, UK Trainee civil engineer April 2011 – June 2011
Kuwait Construction Civil engineer June 2011 – present
Responsible for managing projects, including budgeting, forecasting, scheduling and quality assurance. Day to
day responsibilities include:
● analysing and reviewing design plans and drawings
● implementing plans according to schedule
● assisting in the supervision of building works
● ensuring compliance with Health & Safety regulations
● liaising with clients and contractors
● upholding best working practices
● demonstrating high performance standards, including deadlines and quality work
● delivering final construction projects
● maintaining long term client relationships

REFERENCES
Available on request

28
 BUSINESS
WRITING Unit 15: Writing a cover letter

A cover letter is your first introduction to a potential employer, so it needs to show that you’re a
suitable candidate.
A cover letter is an important document that introduces your resume to potential employers and
highlights your suitability for the role. The effort you put into a well-tailored cover letter can go a long
way to convincing a prospective employer that you’re a highly motivated candidate, and will help you
to stand out in the application process.
A cover letter is an important document that introduces your resume to potential employers and
highlights your suitability for the role. The effort you put into a well-tailored cover letter can go a long
way to convincing a prospective employer that you’re a highly motivated candidate, and will help you
to stand out in the application process.

The purpose of a cover letter

A common misconception is that a cover letter is simply a reiteration of the information on your
resume. However, the structure and purpose of each document is different. While your resume is a
polished summary of what you’re offering, your cover letter is a professional letter that introduces your
application and reasons for applying for the job, linking the relevant skills and experience on your
resume to the job requirements and organisation.

An effective cover letter demonstrates to a potential employer:

1. A strong interest in the role and the organisation

Employers want to hire candidates who are genuinely interested in their job, not just any job. Do your
research and explain why the organisation appeals to you.
2. How you meet the selection criteria
Focus on the skills and attributes the employer has mentioned in the job advertisement. In your
responses to selection criteria, offer short examples of how you have developed or utilised your skills
for a positive outcome.
3. Excellent written communication skills
A cover letter should be written using professional language and structured paragraphs. Proofread your
letter for spelling and grammatical errors.

Cover letter tips

The primary emphasis should be on what you could contribute to the organisation, rather than on what
you expect from the organisation. For a cover letter to be effective:

 Keep it to one A4 page.

 Ensure your name, address, phone number and email address is included on the letter.

29
  Include the title, name and job title of addressee (spelled correctly), as well as the organisation’s
name and address on the letter. Only use “Dear Sir or Madam” if you can’t find the hiring
manager’s name.
 Be clear about which job you are applying for by referring to the job title or vacancy number
listed in the job advertisement.
 Use a professional font (eg, Arial, Calibri – nothing too ornate or difficult to read) and keep
your formatting consistent with your other application documents.
 Indent or leave a space between each paragraph.
 Send your cover letter as an attachment; do not type it into the body of the email.
 Do not send the same generic letter to every employer. It must be closely tailored to the job and
the organisation.
 Keep the information in your resume and cover letter consistent – your cover letter should not
introduce experience that you have not listed in your resume.

(source: https://sydney.edu.au/careers/students/applying-for-jobs/how-to-write-a-cover-letter.html)

COVER LETTER TEMPLATE

How to structure your cover letter

Explain to the employer the purpose of your letter, why you’re applying for the job, how you meet the
job criteria, and how they can contact you for an interview.

Cover letters for job applications

[your street number and name]

[your suburb, state and postcode]

[title and name of addressee]

[his/her position title if known]

[organisation’s name]
[organisation’s address]

[date]

Dear [insert Ms/Mr Xxx or Sir/Madam]

Application for position of [name of role], Reference Number [if given]

OPENING PARAGRAPH(S): The purpose of this letter, and why them.

Paragraph 1: start by referring to the position you’re applying for (or “I am applying for the above
position” if formatted as above) and where you saw the advertisement or heard about the role.

30
Paragraph 2: explain why you’re interested in the role and the organisation. In order to do this, you
need to have thoroughly read the selection criteria relating to the role and researched the organisation
using their website, news sites, industry contacts, and so forth. If you’re applying through a recruitment
agency and don't know the name of the hiring organisation, you can research the industry instead. Try
to avoid clichés and make your interest in the organisation appear personal and genuine. A brief
summary of your key selling points can be included at this point to highlight your ‘organisational fit’.

e.g. GreenBuild’s recent exhibit at the Sustainable Cities festival was of particular interest to me as I
have a passion for sustainable development. My skills in residential design developed through my
Bachelor of Design in Architecture, along with my thorough knowledge of sustainable building
practices acquired over two years as a project officer with the NSW Department of Environment and
Heritage, would allow me to make a meaningful contribution to your mission to create Sydney’s
greenest housing developments.

MIDDLE PARAGRAPHS: Why you?

Paragraph 3: this is where you provide evidence as to how your qualifications, skills and experience
meet the selection criteria for the position. You can draw evidence from a range of experiences if
relevant, including academic studies, extracurricular activities, placements, volunteer roles and paid
employment history, including casual work. This section where you address the selection criteria
should be the longest section in your letter. It may be necessary to divide it into more than one
paragraph.

e.g. My strong time management skills have been developed through balancing part time work at Bob’s
Café with volunteering commitments at my local community centre while meeting all assignment
deadlines to maintain a distinction average in my studies.

FINAL PARAGRAPH: Wrap-up

Paragraph 4: this is where you express the hoped-for outcome of your letter. End on a positive note
and a call to further action. You may want to reiterate how your relevant strengths make you a suitable
candidate for the role and mention your availability for interview. Refer to any attachments such as
resume, transcript, application form, etc.

Yours sincerely
[your name typed]

[Note: Use ‘Yours sincerely’ for letters beginning with ‘Dear plus Addressee’s Name’ and ‘Yours
faithfully’ for letters beginning with ‘Dear Sir/Madam’]

(Source: https://sydney.edu.au/careers/students/applying-for-jobs/how-to-write-a-cover-letter/cover-
letter-template.html)

31
SAMPLE COVER LETTER

Frank Ashbury
27 Appleby Rd
Chapman ACT 2611
0402 123 456

Mr Kyle Minogue
Graduate Recruitment Manager
ABC Bank
210 Bourke St
Sydney NSW 2001
16 March 2013

Dear Mr Minogue

After speaking to Ms Jessie Donovan at the Tertiary To Work careers fair in Canberra last week, I wish
to apply for a graduate position in the investment banking stream with ABC Bank. My interest in
investment banking has grown over the last several years, particularly after my summer internship
experience at WeInvest last year.

I am currently in my final year of a B. Commerce/B. Laws degree at Australian National University

(ANU) and I hold a Distinction average. I have been an active member of the Finance and Banking
Society (FINSOC) at ANU and the Financial Services Institute of Australasia (FINSIA) for the past
two years.

I developed strong analytical skills through my research into the deregulation of East-Asia’s financial
sector in the past twenty years. I enhanced my strong communication skills as a Volunteer Guide at
the National Museum, my teamwork skills in my part-time retail assistant role at David Jones, and my
organisation skills in my position as paralegal with the commercial law firm Smith & Partners. I enjoy
playing rugby, and as a rugby coach for under 14s, I used initiative and my problem solving ability in
running local competitions.

ABC Bank’s global outlook and recent expansion into East-Asian markets appeal to both my legal and
commerce backgrounds. I would enjoy contributing to ABC Bank’s growth in deregulated markets
overseas, as well as in the domestic sector. I would also look forward to the opportunity to learn from
experienced staff in the mentoring program within ABC Bank’s graduate program.

Thank you for your time in this matter. I look forward to the opportunity to discuss my application
further with you.

Yours sincerely,

Frank Ashbury

(source: http://www.anu.edu.au/files/guidance/sample%2520cover%2520letter.pdf)

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EXTRA PRACTICE

33