Matija Novak is looking for a job through an online secruitment agency. She sends an email with her CV and a few comments: Deer Sir or Mecem [eget etre emer | eaten amir 4 fel concent that my sls and echievernens are a very good itor this job pote | ci et corti yd lc ova henge, [varia | A recruitment consultant replies: Dear Maria j "Thank you very much for sanding your CY. We wil ook tough 3 a it carefully and contact you again it necessary, *Please be aware thatthe job market is extremely competitive and that we receive mary applications for our vacant positons. ‘41 can offer any further advice or assistance, please dont | hesitate to contact me kind regards Latta Mueller ‘The emails above use polite, formal language. Compare them ‘with the emails between Marija and a friend on the right More formal | First line || steven i “Hil | hope you're wel ‘Thi is usta quick note to ask for some help. ve baer 1 ‘applying for obs in London using online agencies, but Ive had ‘No luck ata, Iney just send back thebe sandara ema ifs | Beas | Peer cea eiio calaaiiiaere ‘might know of some London recruitment agencies that have jabs | hee cncececn a | appreciate it } Dasasctn | *Best wishes to Tessa fas) || Hi mara, great to near tom you again. im fire just got back || tem vacaion Morocco. Aang! a | anya, marks for your emai. m happy toe askatow | 006 and fo thnk of some agencies you ould a) shall also sera you a copy ofthe London Yelow Pages! inthe | ‘mai? Soneties i's beter than onine its very comprehensive. | andl fads of agencies and chara an one piace || 00a uk wan the joo hunt! Sieve ‘These last two emails are friendly and informal, but note how Marija starts paragraph 3 of her email to Steven ~ she uses polite, formal language with her friend because she’s asking for a favour, More informal * ‘Dear Sir or Madam / Dear (name) Hi. ust the name) /(nothing at al) ! “Friendly open It was a great pleasure to meet you in How it going? 1 hope you're well Great to hear from you again! | Previous contact Thank you very much for sending Thanks for your email | Farther to our earlier conversation, .. Following your cal, | Reason for writing fm writing with regard to This just a quick note to Soy / ask for {tm wating to find out more information about... Re your email below, | | Request | was wondering if you could Pease ‘would be grateful if you could. Gan you ...? | Offer help Would you fike me to ..? Shall? If you wish, | would be happy to ! hesitate to contact me. Please feel free to contact me if you have any , questions. | Friendly cose ook forward ta hearing from you. Give my regards to _ Last line Yours sincerely | Kind regards / Best wishes If bean offer any further assistance, please don't Do you want me to ..2 know. Just give me a call f you have any questions. | ‘See you soon. / Thanks for your help, Good luck with .../ Best wishes to Best wishes / All the best / (ust the name)Exercises 45.1 Cover the opposite page with a piece of paper. Now make phrases by matching an item from each column. (rst two emails) 1 I'm writing to hearing from you. 2 Please feel free further assistance, please: 3. | Took forward to-contact me if 4 Thank you very much with regard to 5 if can offer any for sending your CV. ‘G2cond to emails) 6 I hope you're you could help me. 7 Thisis usta hear from you again 8 | was wondering it wel 8 6 really Send you a copy of ..2 10 Great 10 Quick note to. 11 Shall appreciate It 45.2 Look at the numbered paragraphs in the four ‘emails opposite, Write one of the paragraph types in the ‘box on each line below. The paragraph types can be used ‘more than once. Body of email Final comments Friendly close Friendly open Offer help Previous contact Reason for writing Request First email Ast para nd para 3rd para ath para Bixiy of onic Friendly close Second email 4st para 2nd para —___ 3rd para __Final comments Third email 1st pare 2nd para — ss 3rd para 4th pare Sth pare Fourth email 1st para 2nd para 3rd para 4th para jenaly open Friendly cos Of heh, Notice how the bady of the email (including requesting and | offering help etc is framed on either sie by the opening and closing paragraphs tis rare to have only the body of the email swith no foming 45 EMAILS - BASICS 45.3 Complete the three emails below with words from ‘the box. an attachment as requested don’t hesitate doyou want furthar assistance get back grateful for great pleesure hearing from please re relation to useful discussion very impressed wondering if with regard ‘ab AbSulsh __Send_| Subject: [ivestnent fund for india | Dear Mr Abdutiah Co - i |) was’ 3 | Duis! ist morth. Your hospitality was very generaus and | was tomeet you and your teem in a by your new ofioos a to your plans to set up an investment fund for India, After our very * | oe ese ea was ® you could send me a copyot | the consolidated accounts for your group of comparies? Also, | would be ® —___ any information that you have | mn wing = aout regulation ofthe Dubal Stock Exchange, Hock forwar to” Senay Guat you soon = . Suvjeds (Dubos Sanjay Guat Dear Sanjay Mary thanks for your email and for your kind words, Iwas a pleasure for us to welcome you herein Dual ‘ lim sending yau a copy of our accounts as In * —___ the Exchange, ther websites ww cae and this has alle information you need. Please = Sas Ga ee to contact mei ea be of ary Best wishes ‘Abu Nasser Abdulla on. | (Mukesh _Sead _| Subjects Accounts to chack (Oubay Mukesh — — your emai, | contaciea Mr ‘Abdul ancihe sent me ther accounts. Theyre attached nev. have a god lok ad s tome tere ae any ees. tm leaving fis toyou—Inave no euo now ts voadcecaunin * roto.cala moeing wih Bhastarina sok o soo dees als? | oe luck wth he accounts! | Saney See page 151 for some writing tasks. a‘Emails used inside a company are often short and direct. ‘Look at the following example: Just a quick note oramind you that i's he end ofthe quarter “again. _ Please send me the salasfgutesbroxen down by region, as before, “Can | ask you to aso show sales according to product ne? It -would realy help when | compile my report | Thanks for your co-operation. heres the fst st of figures you wanted, tached a5 2 preadcheet. The second set - sales by produc ine — wll tke @ Ine longer o collect. I send them by the enc ofthe week, Now for some bad news. Unfortunately, the sales sti are teling| us that next quarter i key tobe significantly weaker. Do you _ want me to get together a revised forecast for Juy-Sep? | etme iow it there's anything ee | can do to lp with the | report Just a quick note to remind you that {fd like to remind everyone that Request Please .. 1 need you to. / 1d be grateful if you could. ‘wonder if you could give me some information? Can fesk you (0 ..? /F would apprecare your help with this. Be helpful Here's the ... you wanted. /1've attached 11... F1fh get onto it right away. Shall|..? Do you want me to ...? Thank J woul like to thank you very much for. Well cone! You've done a great job. ‘The level of formality of internal emails depends on the audience and reason for writing. Usually the style is just ‘neutral, but here is an example ofa formal and an informal ''m pleased to tell you that cu neta resus his year have been very postive. | would Ike to thank you all for your valuable contribution. important taf change. Pabica Nascmero has been appointed as Marketing Dyocor or Brazi.to replace ita Costa. She wil | ‘work to strengthen cue presence in Latin America Tis an exciting te for our company, and Im sure that ean aunt on your coninuing commitment over future mans \ With boat wines | Henri Devereux l | CEO of Transworld | would also ike to take the opportunity 10 tell you about an i | Frcay Routine maintenance they ay What a hase, | We've got a video conference arranged or Fri pm Sha I cal | evryne and ty eschodlfor Monday? Get back oe “you think its a good ea | trge Give news 11m pleased to tell you that... sure you well be pleased tw hear that. The bad news is that. Unfortunately. Would al staff please note that I would fike to take the opportunity to tel you about The reasons for the changes are 92 Follow Friendly close Please get back to me ifyou need any more information. Let me know if there's anything else I can oo Thanks again forall your hel. really agorecate it. Thanks for your co-operation.Exercises 46.1 Complete the very short emails below using these words: advance, co-operation, know, let,‘ quick note, please, remind, say. 1 Just to that got your email and speak toFornands about when tec her | Billets Salk ay youthat the team meeting is tomorrow at 9am, bring copies of my report with you. 3 Justto—__ you that | ‘there willbe a fre dil at some point next week. Thank you in —___ for your ‘The emails above, ike te fst one opposite, begin with ‘ust’ to show a short message, 46.2 Cover the opposite page with a piece of paper. Now try to remember the words below. (Some letters have been given.) 1 Susan —____ the first set of figures you wanted, a ed a5 a spreadsheet 2 Now for some bad news. U. ty the sales staff are telling us that next quarter is likely to be signi ly weaker. 3 Doyou ___tme._ get together a revised forecast for July-Sep? 4 _tme ___wif there's anything with the report 5 I cal everyone and try to reschedule for Monday? 6 __t ___k tome if you think its a good idea et can do to help 46.3 Put the words below into the correct order. Write all the answers under the correct heading below. 11m to tell you that pleased | ould also lke the opportunity to take to tell about you {vould lke to thank for you all your valuable contribution ‘Thanks forall your again help. | appreciate it really 1m pleased you willbe sure to hear that | be interested you'd thought to know that Would all staff note please that Im everything you have done very grateful for ‘Announcing good news 1, fm pleased to tell you that ae ‘Announcing general news an you find three phrases from the table in Henri Devereauy’s email opposite? I 46 EMAILS - INTERNAL COMMUNICATION 46.4 Complete each sentence 1-8 with the best ending ah. Vm sure you willbe .. [ Following Vd lke to 1 2 2 ind oo 4 Can Lask you ..._] 5 |would appreciate...) F i 7 8 ‘The reasons Please Please note to let Paula in HR know your holiday plans forthe summer asap? everyone that redecoration of staf offices will begin on Monday pleased to hear that | have negotiated a discount forall employees atthe loca fitness centre. 6 armeeting ofthe senior management team lst month, it has been decided to reorganize the department. € that anyone wishing to benefit from this discount should register atthe centre before the end of August. {move all tables and desks away from the wall to allow access to areas that need to be painted @ for the changes and the proposed new structure are in the attached document. | would be grateful for any comments + feedback hr your help with this as we need 10 make sure that everyone doestt go away on vacation atthe same time. 46.5 Make four short, complete emails using the answers to the previous exercise. Email t: [7c] + (Be) Email 2: [20] + Email 3:[—}+ Email 4: []+ See page 151 for some writing tasks. Emails 9798 In the exchange of emails below a customer makes an ‘enquiry and the supplier replies: Email 1 Sie ] Send_|Subec (5 | visited your stand atthe Eneray Tage Fair in Hanover ana was Impress by your range of power packs based on ful col ae 2 | picked up a brochure at the far, and would now like some more ee ance nee co caer ee aia eames a eo an eee Rape eee seuataree oa | send Suibjeds info re power packs ‘Thark you for your email. 'm attaching a document that gives | ‘ul dts fo range of power packs an {raw your ato omedels FOSS ad F722 These ‘vu bo ia for a al handheld device | oud welere the opprtnty to dus your needs in more ha May sugges ha eal you a ayo? | In te meantine, please dont hesitate to contact me perscnaly | you have ary auasons My det ie sien blow Bea wishes ] © ‘The person writing email 2 will bea sales consultant, and they use the enquiry asa chance to enter into a sales dialogue. In the follow-up conversations this person will use sales language from units 18-24 ‘After further telophone conversations and emails the customer now places an order: Email 3 = lo doparirent Subjects (Orsertor mode FETE Folloving ou recent conversaone, please nc tached our tern, 034 for 2500 foes model OTE | eagooda re gos bese oysee(CF Sus), securaly packed in 25 cases of 1,000 ts each, a | The goed rus be dover to Baan prt by 26 Apane lest | | } Sena any of these conctions are not et, please reer to the ‘Gotaled terms in ou correc for actions that we are ented to take ‘We will pay by trevoceble letter of crs Planes send copies of tha shinning dheuments and irvine eesetly tome an pt fee. Please actnoniedge receipt ofthis order ‘Tank you ana we look foward to doing more business with you “inthe fare © In emai 3 the customer confirms details that have been covered in previous discussions. ‘© Seo unit 3 for the langage of international trade (CTF / letter of credit etc). and was impressed by la | would like some detailed specications for. | | In particular, | would fice to know | Please send details of your product range and prices / | discounts (delivery times / terms of payment, et. Reply to enquiry i Thank you for your email of 12 February enquiting : about i 11m attaching a document that gives fal details of an draw your attention to? | ur standard terms are payment within 28 days, but we offer dlscounts for prompt payment. We aso offer | quantity discount fr large purchases. We can ship within one week ofa fim order | would welcome the opportunity to discuss your needs | | in more deta, | | We trope that you find our quotation satistactory and | Took forward to receiving your order | Please don’t hesitate to contact me personally it you | have any questions. | Placing an order Following our recent conversations, plese find attached | ‘our order na... fr ‘you don't have the items requested in stock, please ‘adlvse us immediately The goods must be delvered by | confirm your delivery date. ‘any ofthese conditions are not met, please refer to the detailed terms in our contrac for actions that we are | _ entitled to take "Please acknowledge receipt of this order | Shipping an order | The goods willbe sent by sea /air/ road (ral and will be | securely packed in boxes / cases / crates. | We look forward to doing more business with you a the future. at the latest, / leaseExercises 47.1 Cover the opposite page with a piece of paper. Now try to remember the words below. (Some letters have been given.) 1 Ivisted your st___ at the Energy Trade Fair 2 Ipicked up a bree at the far ond would now tke some more detailed technical spe for of fuel ces _r, | would like to know about power le fora portable DVD player. ion to models 68 and FC72? me, please don't hes. _ __e to contact me packs sui 4 Canid__wyoura 5 In the mea personally if you have any questions. My dt Leis given below. 5 Fo____ing our recent conversations, please find a ed our order no, K034, 7 The goods must be Aprilat thet 8 If any of these con_____ns are not met, please refer to ‘the detailed t___sin-our contract for actions that we are centitied to take 9 Please send copies of the sh, inv____ directly to me, 10 Please ack ___edge receipt of this order. ‘ed to Busan port by 24 ing documents and 47.2 Write one of the sets of initials in the box next to each phrase below. | Pirfroduct ange) — BT (esvery times) 70 (prices & discounts) Peeymen®) cif Busan _PD_ the goods must arrive by avalable in six colours 1 2 at the latest 3 4. by bank transfer to our account number 5 6 7 ‘there will be an additional supplement for ‘the executive model features ‘we will make a promotional allowance if you maintain an in-store display 8 we offer everything from ... to 9 late payments will incur a penalty of 10. we will ship within 10 working days of 111 our in-house design team has developed 12 letter of credit (Vc) _ 13. you can trade in your existing model and receive up to £€1,000 cash back 14 payment is 60 days after invoice __ 15. a deposit of 25% is required for 47 EMAILS - COMMERCIAL 47.3 Make phrases by matching an item from each column, 1 if you have any——__ ‘can personalize 2 'mconfident further questions 3 | abe notice that you discounts 4 | would be happy of discounts 5 we do offer quantity upa trade account 6 Ihave been looking that we can supply 7 can find no mention to make a sample 8 you need to set at your website 47.4 Use the phrases from 47.3 to complete the exchange of emails below. Write the phrases in full them. it will help you to remember =] ) ten.) (So Subject: [Ofice suppies order and am interested in ordering some Send _ | office supplies In particular, reed paper and cartidges fer Caron Photocopies, ane varous maling and packaging supplies, : —____ desk and wall calendars wih a company logo, but | would need some assurance about the qualty of these ems, Your prices are shown onthe site, ut@__ | | and extondos payment terms for large purchases, Please een full details ofthese. on faa nearly ply = Te. ce | sena_| Subject [Ret Ofice supplies crdor iano Yar ool wey exon epi q rye ounce an ck apes ara 5 a. for large orders. These are on a'sliding ae giaga Riccio en geyipeee ioercav 0a. lle shapes 0s esas ta Sieg) icin ani deaaMime ares uted ornusecene coc. a (oo perl alo eet product for you to look at. Please send ore wtih your base ls en becly her rvorteaeao ah cote Thank you once again for your enquiry. ° poe ee ores ‘See page 151 for some writing tasks. Emails 99100 {In the email below a supplier is forced to give some bad news to a potential customer: Ribak | Dear Mr Tanaka im gary fo tel you that | have to postpone my vit to your 2 ‘ofcas next week. The reason is that mine manage wil be _ ay end | wl be aking responsi forte department his | absence. | However im sil very keen on coming to Osaka fo meet you and im confident at we can establish a good relationship between ‘ur two companies, ' hope that ean reschedule the meeting in thenearfture=| ‘ould make it any ima in erly June, Please let me kaw which ‘day is best for you i | Sorry again for the inconvenience. | Best wishes Claudia Kener || © Notice how Clatidia apologizes and explains at the beginning, and then apologizes again at the end. © Notice how Claudia reassures Mr. Tanaka with positive language: Ine stil very heen on .../I'ne confident thet. In the next email a customer makes a complaint. In reply, the supplier apologizes and promises action, iro Send Subject: [Comp ‘im witng 9 complain about he poor sence thal weve ‘ecaked rom your eon, | I is iain a now oF oaitinkey asten ear otiaes et | month Ala week il strld leaking water ough the cling four recepton ea, Yeu technician artved and removed al the coling panes in order to cary cut a serve, but dung his work the panes end supports were badly damaged This has cused us considerable inconvenience, an the damaged panes cea poor mage nour rece area made itclear tobe technician that we nos you responsive for replacing to daraged panes However, has sl ot been ono eae tke urgent action oresatve tis mater “Yous, ru — | Dear Ms Lagarde Im very sory io hear hat you've had problems with your ait candonng system. Wel beat you ofce tanorow aK new pere's “understand completly that your reception area reedstobe ot | ‘he lone starr ne can airy tate il an ne _celng ong 0 nw Ones aga, please accept my sincere aploges for any | rearwenience caused. Pato Cas © The tone of Christine's complaint is direct, strong and {factual - but not angry. © Pietro’s reply is short and simple, avoiding conflict: © Notice the first paragraph of Pietro's reply. After apologizing he immediately promises action. © Notice how Pietro ends by apologizing again. Customer complains {im uniting with reference to... {im uniting to complain about the poor service we've received from | There seems to be an eror/ mistake / misunderstanding "There's a serious ful withthe "This has caused us considerable incanveniance. This has hurt our sales and our reputation | made it clear that, I cissovierstemiiraoreeton "| must insist shat you give this matter your urgent | attention "lease take urgent action to Let me remind you that this product sti under warranty So, the bes solution would be to || Supplier gives bad news 1m sory to tel you that... / Unfortunate. The reason is that... This is due to Supplier apologizes Im very sory to hear that. | would ike t apologize for ‘was very concerned to learn about. Supplier reassures and promises action tim confident that ‘can assure you that ‘will ake sure that Supplier ends Sorry again forthe inconvenience Once again, please acceot my sincere anoloais for any | inconvenience caused. Thank you very much for bringing this matter to my attention Qeeer ss ————— ma Pr ais ! ae |Exercises 48.1 Rewrite the sentences below with the correct word ‘order, beginning as shown. 1 I'm to tell you sorry that! have to postpone next week our meeting, tm 2 Once again, please apologies for accent my sincere any inconvenience caused. Once again, 3 'm ordered to tell you that the items are now in stock you pleased, We'll your order be shipping today. (eee 4 I can doing everything possible assure you that we are to ‘resolve this issue a5 possible as quickly. tan 5 You'll be extending our oniine sale that we are pleased to hear for another week You'll be — 6 I've talked to the involved staff and I'm confident that our procedures are robust and properly working, Ive talked 7 We inform you that we regret to cannot process your order due to on your account a large outstanding balance, We = {8 Thank very much you to my attention for bringing this matter. Thank 48.2 Write sentence numbers 1 to 8 from the previous exercise in the boxes below. 2 Good news: b Bad news Reassurance d End 48 EMAILS ~ CUSTOMER ISSUES 48.3 Study the strong complaint below. Try to guess | the single missing word in each gap. Write your answers lightly at the side. Several answers may be possible. Subjects Deay io ore Dear Mr wikinson rm wing with * made ony Were —_____ of hese parts. {phoned you ast eek about ris and you — me thatthe order would be | | tin 4 nous, This delay i causing us considerabio * a5 wete unable to continue our operations witout the pars This has hurt our” are ou roputation. trust ®____that you ge this matter your pane F.be phoning you again late his afternoon and 1 hope that by then you have some good news forme, dot ceive @ response tom you, Ibe to teconsider ove business relationship, i to our order no. 05782 wailing for Yous Gloria Sains ‘Now fill in the gaps above with the suggested words in the box below. attention assured delivery forced inconvenience insist longsterm reference Sales satisfactory shipped _ stil 48.4 The reply below has ten extra words. They're either grammatically wrong or don't make sense. Cross them out. L Subject: [Fe Delay to order Dear Ms Satnas ‘vas very concemed to leam about the go late detvary ofthe rts what you ordared rom us fe een spoken to our staff he packing department and m too coaident that the goods let here last week. | can only ‘assum it that theres an isave with the courier | ‘i cartact with them personally and rake sure that they resolve me this mater today | (Once again, please accept that my siicere apologias for ary | Send Inconvenience caused you. | Shouid you have any soms questions, please dort hesitate to Contact me, Yours sincerely Andiow Wikinson i See page 151 for some writing tasks. Emails 101102 Much of the language used for making arrangements by emails similar to that used for making arrangements by | telephone in unit42. Below is a typical exchange of emails for arranging a business trip. Only short extracts ace shown. Host makes an invitation twas a great pleasura to mest you in... Therext time youre (= | Inchina we'd be very plaased you couls vist our company. ltwould be a great opportunity or you took around ourmew | | factory, Guest accepts _ | : | | Thank you forthe kind invitation to vist our company. tate [| | very interested in seeing your factory an seeing the production | ino operation. a) Infact be China tem 0 ‘hose dos ate convenient tr you. Pease lt ma know any of Host suggests an itinerary | was very pleases tore hat yout be here nCrnain | Jaruary OF couse we'é be celged to welcame you on on of ‘rome dys 1a pat opater a provisional near paso soto deta ee How doce this sound? Plsage lt ma know what you think ‘Algo, we'd be happy to trance @ focal hate for yout you wish. Guest replies Thank you 80 much forthe carell thought you put into planing ‘an Rnerary far me. It iks fine ~ there's just one small change that! would suggest tn felon o the ote, make my own arrangements. ook forward very much to seeing you in. | Guest contacts a hotel |'m maiing you off your website. Co you have a room avaliable “Tor one person onthe night of Wlecnescay 22 January? Please let me know the price ofthis, including breakfast Te alae tke to know f you Guest tells host the details Im vaveling on tight L788, from Frenifurtio Guangzhou. is due in at 11:30am, Mb arcvng a Terminal 2. Im saying atthe Maro. Wren | get there I neg just half an ‘Yes, everything is finalized now. a Host confirms everything Just to confi your vist tous on... at... Adiverwiltte waltng for you atthe sipor, holding a sign with your name on it al ‘The driver wl ake you to your hotel, and then bring you here. Should you have any problems, my mobile hone umberis..._ The phrases you need [> Host to guest We'd be very pleased if you could visit our company. ''ve put together a provisional itinerary. A diver wil pick you up from drop you off at the airport 0 you know when you're planning to arrive? Go straight to the reception desk and ask for me. Should you have any problems, my mobile phone number is 'm attaching 3 map. Guest to host Thank you for your kind invitation. 'd be very happy 10 visit your office. 1'm travelling on fight number LH788, due in at 11.30am. 1 need just half an hour at the hotel to freshen up, Guest to hotel ‘Ym mailing you off your website. Do you have a room available for the night of Wednesday 22 January? 1d also like to know if you have a swimming pool and gymnasium / 24 hour reception /a courtesy shuttle bus | from the aiport. | I need a view of the... / wireless Internet access /an iron | Jn my room when | artve. | Other vocabulary | is aera 2 single I return trip (Br); a one way / round tri (Ame) | 2 booking / to book (BE); a reservation (to reserve | (Ame) } Leave the motorway (AmE freeway) at ent 12. | ‘Keep going for three blocks, then turn left, |Exercises 49.1 Complete each sentence 1-8 with the best ending t 1 twas a great pleasure t .. [3] 2 We'd be very pleased if .[-] 3 be very interested .. 1 4 ‘ve put together 5 A diver will pick you .. 7] © A driver will drop you ... |] 7 Go straight... [-] 8 [ll need to freshen up ... [1 2. prowsional itinerary b at the hotel fst € in seeing your factory 4 meet you in Germany. e off at the arpor. to the reception desk and ask for me. up from the airport f you coulé visit our company, 49.2 Fill in the gaps with the prepositions in the box. 1. was very pleased to hear that you will be here —_ China __ January. 2 'm mailing you {or from) your website. Do you have a room available ‘one person on the night of Wednesday 22 January? 2 I'm travelling ___ fight LH788, Frankfurt _ Guangzhou. 4 The flight leaves _11.15am __ Tuesday 21 January, 5 its due at 9.30 on Wednesday 22 January. 6 Wharrves Terminal 2 7 I'm staying the Marriott & Adriver willbe waiting you the aipon, holding a sign _.._ your name on it. 49.3 Cross out the one word in each group that is not ‘correct. check any unknown words in a dictionary. 1. You can get / catch / take / miss / Jose / be booked on / board / book I reserve. a flight 2 A flight can be overbooked / be delayed / be held up / be diverted be bound for somewhere / leave / depart / ake Off / arrive land / be full /be half-empty /be on time / be cancelled / be annulled. 49 EMAILS - ARRANGING A VISIT 49.4 Marcus is tell in the missing leters. GG rhe taxi driver dro__ed me o__ at the wrong terminal, and it took me some time to find the ight ch__~ _ area for my sine. Thon I had to pay an exc___ baggage cha___ because my suitcase was so heavy. Anyway, | went ‘th_____ passport contol and then waited for ages at security = there was along qu___(AmE fine). While | was wating for my g__¢ tobe called, | decided to do some shopping I didn’t notice the time go by and had to __sh to b flight. During the fight we had alot of realy bad turb____ce-when we tou.__dd___ 1 was shaking lke 2 leaf. pl__ed up my baggage and went to the cab r__k outside the terminal. On the way to the hotel we got st___ in trafic, and then at the end the driver tried to ri_ me o lasked forare.___tand he wasn't very pleased. | checked into the hotel and | was looking forward to ane__lyni___, but the disco in the hotel basement made that impossible. @ @ a story about his business trip. Fil dithe 49.5 The email below gives directions. Fill in the gaps with the words in the box. follow main miss blocks ext freeway past signposted tun down for for on on on Leave the 1 a? a 12,Folow the main oad, forthe ty conte, Stay * the road about our miles unt you come {24 lage Shal gas saton on your rant. You cat eth, — right just ® {ho oa staon and keep gong aight. Our ofces are a ‘short distance ________ this road ~ about three” ‘oul 6ae them ? your rant ‘When you ave at the gate, Security wil give you a vistors pass, ® —__‘theroad ‘ound tothe main reception where there a vistors patking lt. | When you get to reception, ust ask * me = they be expecting you. i {Lyrae any rblas, gin ma acl — my eal phone. @ Looking forward to meting you next week. Regards See page 151 for some writing tasks, Emails104 '50.1 Fill in the gaps with verbs from the box. appreciate contact do feel hesitate know note coffer postpone remind shall take wonder would 1 Please _____freeto — ime if you have any questions. a ‘we reschedule the meeting for Monday? 3) if you could give me some information? 4 if lcan___any further advice or assistance, please don't __ to contact 5 Just a quick note to__ you that its the fend of the quarter and the sales figures are due. 6 Letme if there's anything else | can 7A —— lke to the ‘opportunity to tell you about an important staff change. 8 I would your help with this. 9 Please that I will be away from the ‘office for the whole of next week 10m sorry to tell you that! have to sit to your offices next week Continue as before. ase hiy acknowledge assure click discuss insist | offer resolve send take welcome accept notice 11 Can call you in a day or two? | would the opportunity to your needs in more detail 12 Please copies of the shipping documents and invoice directly to me. 13 Please Urgent action to this matter, 4 _ on Your website that you can personalize desk and wall calendars. 15 Ian you we ate doing everthing we can 16 Wedo — quantity discounts for large odes. 17 I must that you give this matter your urgent attention 18 For further information please _____on the lnk below 19) Please receipt of tis order. 20 Please_my sincere apologies for any inconvenience caused. ‘50.2 Write the numbers of sentences 1-10 from exercise 50.1 in the boxes below. {Three phrases used to give information (a fact or some ILL) Two phrases used ac part of a request ()“] ‘¢ Two phrases used for making arrangements |_| Three fina, friendly comments] Now do the same for sentences 11-20. © One phrase used in a customer initial enquiry _] {Three phrases used inthe suppliers reply to tis inital enquiry JL) 9. Two phrases used by the customer after they have decided toby fh Two phrases used by 3 customer as part of a complaint {| Tivo phrases used by a supplier as part of a reply to a complaint |) (_] 50.3 Complete this internal email and the reply with the words in the box. done note attached event attend circulate co-operation finalized get back make sure put re remind tell seng_| Subject? stat a quick" to al Ine managers Namicegaes orice al m ‘twill take place on 28 April ~ @) rea is part of our ongoing staf | dovetopmert program - please encourage people to Lineed to know aogroximate numbers asap ~ —____to me on tis by the end of nxt week if possible i ‘Tank you for your® 2 Miguel Hernandez Uw, Subject Send Miguel — ranks forthe nfo®@ ‘he sorrinar You've ®_ ‘alot of work ino organizng ‘his Wall one! n the pat to everyone concerned and a that everyone knows about it Gan you me f heres any lit ‘on numbers? tm sure there will be alot ofinerest in our department. ‘Thanks again. Youve * a grat jo!50 EMAILS ~ REVIEW 50.4 Match each formal phrase 1~14 with an informal 6m sure that | can count —___ your continuing phrase a-n. commitment (durin) future months. 1m wrting with regard to your last mai] 7 hein eintsereai syst ike vies Rus | | 2. Further to our eater conversation, |] 1 have been looking ____ your website and am 3. | would like to apologize for ... | interested ___ ordering some office supplies. 4 | would be grateful if you could send me... 9 particulay, | need paper and cartridges suitable Canon photocopiers, 10. fm writing to complain Is next Friday convenient for you? | ' Please don't hesitate to contact mei ..[ ‘the poor service we've 7 Thank you for the kind invitation received ___your company. 8 | was wondering if you could ..? u _ the meantime, please don't hesitate to contact 9 | would be very pleased to come. [_— me if you have any questions 10 | would like to remind everyone that 12, We are sil waiting __ delivery __ these 11. Lil contact you again in the near future parts. 12 We wish you every success in the future, |_| 13. The goods must be delivered to Busan port 24 13 Please find attached ... |] April ___ the latest. 14 | would like to thank you very much for ... | really. 14 Please call me my direct line, 123 456 7890. appreciate it 15 Good luck ___ everything 2 Thanks for asking me Good luck with everything! © Canyou...2 Please contact me if @ Re your last email, fl get back to you very soon 50.6 Complete the sentences by putting a verb in the ‘box into either the -ing or the -ed form. 9g. Sorry about 1 You can find further details by _g0ing_ to our h Following up your ealer cll, website. i) Let me know if you can make it next Friday. 2 Iwas __if you could help me? | Fi love to come. 3 As «im sending you a copy of our Thanks again for all your help. Much appreciated accounts 1 Just a quick note to remind you that | 4 Thishas us considerable 1m (ve attached | __ inconvenience. 1 Please send me | 5 —____ our recent conversation, please find attached our order. ‘50.5 Fill in the gaps with words from the box. 6 We look forward to more business ee ‘with you in the future. Boece ne ey oe 7 it lear when I spoke to you last am gee ae ‘week that we hold you responsole | enone te to to mite in| | Hoo forward from you 1 I'm writing with regard 1 __ job vacancy 2 oa DHL, UPS or FedEx as 2 tmveiing aoe 10 Iwasvey —__to eam about helate ieee sat ne delivery of the parts you ordered from us. Basal eee 11. Thank you for atk to me so auicky 12. We are interested in trom Fairtrade 4 I would be grateful ___ any information you have peed sean ee on this, 5. Have @ good lock at the report and get __ : oa ~ eco ieee ete ‘me if you have any questions. Emails 105