WRITING

1.5: EMAILS - ORGANISING INFORMATION - INDUCTION DAY

Greeting/Opening Dear….
Good morning,….,
Hello….
To whom it may concern,…
Reason for writing Just a quick email to let you know…..
I’m writing to inform you that….
Further to our conversation, I confirm that…..
Thank you for your email….
Ordering information Firstly,/ At the beginning/ To start
Then,/ After that/ Following…
Finally,/ The last activity….
Concluding email Feel free to call me if you have any questions.
Hope to hear from you soon.
I look forward to hearing from you.
Please do not hesitate to contact me if you have any questions.
Closing All the best,
Kind regards,
Yours sincerely,
Respectfully,

2.5: FORMAL AND SEMI-FORMAL EMAILS - INVITATION

Inviting
I’d like to invite you to … – F
I’m writing to invite you to … – F
We are delighted to invite you to … – F
It would be great if you could come … – SF
Accepting
Many thanks for the invitation. – SF
Thanks for inviting me. – SF
I’d (would) be delighted to accept your invitation/offer. – F
Although Mr … is unable to attend, … will be happy to take his place. – F
Declining
I’m sorry but I won’t be able to come. – SF
I’m afraid (that) I will be unable to attend. – F
I’d love to come but … – SF
I’m afraid I can’t make it. – SF
Unfortunately, I have already made other arrangements. - F
Closing
We (very much) look forward to seeing you. – F
We are looking forward to seeing you. – F
Looking forward to seeing you soon! – SF
Best wishes – SF
Kind regards – F
All the best – SF

Rewrite the email to make it more formal.

To: Kiran Kaur Pannu
Cc: Marisa Shields
From: Ted Vesely
Subject: Re: Exhibition preview sponsored by C&P Partners
Hi Kiran Dear Ms Pannu,
Thanks for the invite. I’m sorry but I can’t come Thank you for inviting me to the preview. I would
on 22nd November. I’ll be away that day. have loved to come but, unfortunately, I have
But this event sounds great and my colleague, already made other arrangements and will not be
Marisa Shields, is interested in coming instead of available that day as I am away on business.
me. Can you put her name on the guest list? However, the event sounds extremely interesting
Cheers! Hope it goes well. and my colleague, Marisa Shields, has expressed
See you soon! an interest in attending. I was wondering if it
Best would be possible to add her name to the guest
Ted Vesely list.
I hope the preview evening is successful.
I look forward to seeing you again soon.
Kind regards,
Ted Vesely

3.5: COVERING LETTER

Paragraph 1
Please find my CV enclosed.
I’m writing to apply for the vacancy of manager as advertised in the Times.
I would like to be considered for the post of manager.
Paragraph 2
I have been working as a manager for 10 years.
I have a(n) degree in maths.
I have six years experience in sales.
I have proved to be a capable manager often exceeding performance targets set.
Paragraph 3
I am confident (that) my skills will make me a strong salesperson.
My skills will allow me to….
I feel (that) my experience will be a valuable asset to your company.
Last paragraph
I would be grateful to have the opportunity of an interview.
I would very much appreciate the opportunity of an interview.

4.5: REPORTING REASONS AND RESULTS

Main Problems -> Reasons -> Results

Using the words and phrases

Problem Reason Result
Sales have fallen because there was a new so fewer customers are buying
competitor, from us.
Profits are down as a result of the economic resulting in the need to come up
depression, with a strategy to improve them.
Customer complaints have due to the installation of self- and this has led to the return of
inscreased service checkouts staffed checkouts.
Fewer people visit out-of- in order to save fuel, which has resulted in lower sales.
town stores

Exercise:
Problem
Customer complaints
Phones not working
Poor network service
Reason
(1) can’t contact customer
service by phone
(2) staff rude and unhelpful
raw material supplier
not enough phone masts
Result
customers cancel contracts
replace handsets
phones useless in some areas

This report aims to outline the main problem areas and reasons for them.
Problems
Customer complaints
There has been a significant increase in customer complaints over the past few months. The
main reason seems to be that clients can not be able to get through to customer service by
phone. Besides, the status of impolite behavior of staffs is dramatically growing. When
customers need support from staff but they cannot clearly explain the situation to customers.