WritingLetters(student'_s)

I. Study this typical business letter and the notes below.

Executive Training Videos

1048 Wiltshire Avenue

San Diego

California 92107

Your Ref: BE/HT

Our Ref: MS/IP

12 June 1999

Ms. E J Harding Johnson Engineering Offley Industrial Park Birmingham B9 6HL

Dear Ms. Harding

TRAINING VIDEOS

1. Thank you for your letter of 3 June enquiring about our range of training videos.

2. Unfortunately the video you require is temporarily out of stock, but we are expecting some more in the near future. I will contact you again as soon as they arrive.

3. You may be interested in other items from our product range, and I am enclosing our latest brochure and price list.

4. Thank you for your interest in our training videos and please do not hesitate to contact me if you have any further questions.

5. I look forward to hearing from you soon.

Yours sincerely

Sales Manager

Enc. Current brochure and price list.

Notes (numbers below refer to numbers above)

1. The first paragraph of a business letter refers to previous correspondence or gives an introduction to the subject.

2. The body of the letter gives all the information and details, starting with the most important. The style is simple, direct and positive. There is much use of standard expressions.

3. The body of the letter often finishes with a reference to action: what you are doing, or what you want the reader to do.

4. The paragraph before the closing line is friendly and leaves a good impression in the reader's mind.

5. The closing line has a standard expression.

II. These statements refer to modern business letters. Mark them True (T) or False (F).

1 At the top of the letter the order is: reference, receiver's address, date.

2. Our Ref. often contains the initials of the typist.

3. Today is 12 June 1998. In Europe you write 12 J06.98 and in the USA you write 06.12.98.

4. It is normal to write Mr J. Smith in the first line of the receiver's address, and underneath to write Dear Mr Smith without the initial.

5. The subject heading usually comes before Dear Mr Smith.

6. There is one clear line space between every section at the top of the letter.

. 7 In modern business letters Dear Mr Smith and fours sincerely are followed by a comma.

8. When you address a person by name (Dear Mr. Smith), you close with Yours sincerely. When you don't know the person's name (Dear Sir/Madam), you close with Yours faithfully.

9. American letters often close with Sincerely or Yours truly.

10. When writing to a colleague/contact you know- but who is not a personal friend - you can close the letter with all of these: Kind regards, With best wishes, Best wishes.

11. These days many women prefer to be known as Ms rather than Miss or Mrs.

12 A typist will often put one space after a comma and two spaces after a full stop.

13. pp is used when somebody signs for another person.

14. Formal language is often used in modern business letters to show respect.

III. a)Write Letter, Fax or e-mail next to each of these descriptions.

1. This is used in routine day-to-day communication where the correct choice of words is not so important. The subject title is important to help the reader find it in the files later. The style is informal and very direct. The content is very short as only the basic information is mentioned.

2. This is used for those situations where the writer wants to make a good impression or where the

correct choice of words is important (eg for a first contact with a possible new customer or for

making a complaint). The style is careful and polite and there is much use of standard expressions.

3 This is used for some day-to-day communication, particularly to transmit copies of documents that are not in electronic form. The style is intermediate and depends on who will read it. Informal, direct language can be mixed with some longer, standard expressions.

b) Write Letter or e-mail next to each of these.

4a longer sentences b shorter sentences

5a much use of abbreviations b less use of abbreviations

6a words of Latin origin b words of Anglo-Saxon origin

(verify, inform, return) (check, tell, send back)

7a ideas presented politely and carefully b ideas presented simply and directly

8a much use of standard expressions b less use of standard expressions

IV. What is the difference between the first and second word in these pairs of words?

get/obtain Thanks/Thank you I’ll/I will job/occupation about/with reference to

V. Match each phrase on the left with a phrase on the right.

Informal (spoken) language

1. Thanks for your letter.

2. I've just seen your advert in ...

3. Can you tell me about ...?

4. because

5. Sorry, I can't make the meeting.

6. Here are ...

7. What exactly do you need?

8. Just send the stuff back. We'll pay.

9. I've got some bad news. There's no more until next month.

10. Good news! I've just heard that ...

11. There isn't much left. You better move fast.

12. If you'd like any more details, just let me know.

Formal (written) language

a I am writing with reference to the advertisement in ..

b due to the fact that

с Thank you for your letter dated 14 March.

d Please find enclosed ...

e I am afraid I will not be able to attend the meeting.

f I would be grateful if you could send me some information about ...

g Please return the goods at our expense.

h We are pleased to inform you that ...

i Please let me know your exact requirements.

j If you require any further information, please do not hesitate to contact me.

к We regret to advise you that the goods you require

are temporarily out of stock.

l Please note that our stocks are limited. We advise

customers to order as soon as possible to avoid

disappointment.

VI. The phrases below are typical of informal spoken English. Rewrite them as sentences for a business letter. Some words have been given to help you.

1 It's about that ad. we saw in Marketing Monthly, (writing/reference to/recent edition)

2 Can you send us something about what your company sells? (grateful/information/range)

3 Thanks for your letter of March 12 asking about what we sell, (dated/enquiring/products)

4 I have some bad news. I'm afraid your order is going to be late, (regret/inform/delayed)

5 See you in Frankfurt next month! (look forward)

VII. The language in the texts below is informal, spoken English. Rewrite them in a clear, simple, positive style appropriate for a business letter. Keep the basic meaning of the original, but change words and phrases freely.

1)

Hi Sue

I got the letter you sent on 2nd of March. You want the artwork by the 20th? You must be joking! If

you want a good job it's going to take at least three weeks. You'll be lucky to get anything from us

until early April.

Anyway, you haven't even paid for the last artwork we sent you! We need that money right now.

You're not getting anything else until you pay.

All the best

2)

Thanks for your letter - sorry I didn't get in touch until now. Well, about your problem with the

machine - it's not our fault. You obviously didn't follow the instructions - that's why it's broken.

You want to claim for it under your guarantee? No way! Don't you remember - you didn't renew your

maintenance contract last year.

Anyway, someone from our Service Department wilt contact you some time to talk about when our

engineers are coming.

I'll be here if you want a chat.

8. Put the typical paragraph descriptions in the write order:

1. Giving information

2. Referring to previous correspondence

3. The date

4. Dear Ms Harding

5. Yours sincerely

6. The receiver’s address

7. Reference to action taken or needed

8. The reason for writing

9. Referring to future contact

IX. Match each document type on the left with a definition on the right.

1	an enquiry a
2	a quotation b
3	an estimate с
4	a counter-proposal posal d
5	an order e
6	an invoice
7	a reminder
8	a receipt
9	a statement i
10	a complaint j

a a request to supply goods (sent by the customer)

b a request for information (sent by the customer)

c an approximate calculation of the cost of something

d the price given for goods or a piece of work

e a letter where the customer tries to get better terms

f a document that proves you have paid for some goods g a list of amounts paid and still owed, sent every month h a bill for goods sent or work done

I a letter to a customer about an unpaid invoice

j a letter saying you are not satisfied about something

X. Complete the sequence 1-15 with the business documents in the box.

Enquiry Complaint Counter-proposal Order, with a covering letter Receipt Quotation Statement Reply to an enquiry Reminder Reply to a complaint

ustomer sends

Customer sends Supplier sends 1 2

3 Request for a quotation 4

5 6 Reply to a counter-proposal

7

Goods are dispatched

8 Invoice Goods arrive, but there is a problem

9 10

The problem is solved 11

12 Payment 13

The customer starts to place regular orders

14

15 Further payments

XI. In which documents from exercise X would you find the following sentences?

1 I am afraid your minimum quantity is too high for our first order. Please let us know if you are able to

reduce this.

2 When we opened the package we noticed that some of the goods were damaged.

3 We saw your advert in a recent issue of Engineering magazine. We are interested in ...

4 Unfortunately it is not possible to reduce the delivery time, but we could offer a discount of 2% for

an order of this size.

5 Thank you for your letter of 21 April asking about ... . We are pleased to enclose our current

brochure and price list.

6 We apologize for sending the wrong parts. This was due to a computer error in our packing department.

7 Please find enclosed our order for... . Our bankers will be pleased to provide references.

8 We note from our records that your account for the first quarter is still not paid. We hope to receive payment of this account, as soon as possible.

XII. Write letters.

1 a) Write a letter from a potential new customer to your company requesting information about

some products you sell.

b) Write a letter in reply: thank them, provide further information about the specific products, suggest action for them to take.

2 a) Write a letter from a real-life customer/supplier abroad to you, asking to visit your company. b) Then write a letter from yourself in reply: give details of the visit and say how much you are

looking forward to seeing him/her.

3. Write a letter from you to a hotel abroad to enquire about accommodation. Say where you found their name, mention rooms and dates and any specific requirements.

4. a) Write a letter from you to one of your real-life suppliers complaining about a typical problem

that often occurs.

b) Then write a letter from the supplier in reply: apologize, explain and promise action.

5 a) Write a letter from a real-life customer to your company complaining about a typical problem

that can occur in your business.

b) Then write a letter from your company in reply: apologize, explain and promise action.

6. Write a letter from you to a real-life customer telling them that the goods they require are no longer available. Offer an alternative.

7. a) Write a letter from you to a real-life customer requesting payment of an unpaid invoice.

b) Then imagine that you had received a similar letter from one of your suppliers and write a reply.

8. Write a letter thanking somebody from another company for their time or help.

9. Write a letter to a real-life colleague/customer/supplier telling them about a change in your plans. Give a reason and suggest/describe an alternative.

10 Imagine that you saw an advert for a job in a real-life company where you would like to work. Write a letter of application: mention the post and the advertisement, mention why you are applying, briefly discuss your work experience and say you are enclosing your CV.

13. Adventure and Suntime

Student A: you are the Director of Adventure Holidays. The company is a small travel agency that offers holidays in unusual locations. For travel to and from destination you use a charter flight operator called Suntime Airways.

Student B: you are the Director of Suntime Airways. Your company offers charter flight seats to holiday companies. One of your regular clients is Adventure Holidays.

You are going to exchange correspondence with your partner. Your two companies have been doing business together for several years.

For Student A:

1 Write a letter to Suntime.

• Open by saying that you enclose your latest cheque. Apologize for the delay in sending it.

• Give the date of the next group to Marocco (in three months' time). You will probably have 50 people. Ask for a quotation for the seats.

• You have recently read a few stories in the newspapers aboutjsmal| aJiljnejLgoing bankrupt. Mention this very diplomatically - ask for some information about Suntime's financial situation.

2 Reply to Suntime's letter.

• Open by referring to Suntime's letter and saying you hope they received your cheque.

• You are not happy about the new terms. Make a counter-proposal.

• Let Suntime know that your company is in a good financial situation.

3 Reply by e-mail to Suntime's letter.

• Open by referring to Suntime's letter. You accept the quotation, but not the terms.

• The meeting is a good idea - suggest a time. You are not sending any money now because you prefer to wait until the meeting.

• It would be helpful to see a copy of Suntime's last annual accounts before the meeting.

4 Reply by e-mail.

• Open by thanking Suntime for their e-mail. You are sure the meeting will be useful.

• You are not happy about the airport tax. You don't see why you should pay the extra cost. You can't recover it from your customers now - in your catalogue.it3.tates-thatLthere_wjJJLbe .no _ hidden charges. Suggest that you talk about this in your meeting.

• You have had some bad news - five of your customers have canceled their holiday at the last moment and now you only need 45 seats.

For Student B:

1 Write a letter to Adventure. • Open by reminding Adventure that payment of your last invoice is now overdue. • Your Financial Department has started a new policy to improve cash-flow. In future, all clients must pay a deposit of 50% two months before the flight and 50% one month after, Tell Adventure about this new policy.

• You have recently read a few stories in the newspapers about adventure-type holidays going out of fashion. Mention this very diplomatically - ask for some information about Adventure's financial situation.

2 Reply to Adventure's letter.

• Open by referring to Adventure's letter and thanking them for the cheque.

• Give them a quotation for the flight: $400 per person return to Casablanca: You would like 50% deposit now, as mentioned in your last letter. This will guarantee the availability of the seats.

• Let Adventure know that your company is in a good financial situation.

• Suggest that you have a meeting together to discuss the matter in more detail. When would be convenient for Adventure?

3 Reply by e-mail to Adventure's letter.

• Open by thanking Adventure for their letter.

• Adventure's counter-proposal is not acceptable. You need to discuss this in the meeting. Adventure is a valued customer and you are sure you can reach a compromise that is acceptable to both sides.

• You have some bad news - the Moroccan government has just imposed a 6% airport tax and so your previous quote will have to go up.

4 Reply by e-mail.

• Open by thanking Adventure for their e-mail. The time they suggest for the meeting is fine.

• Confirm that 50 seats are available on the airplane. You will discuss the new terms at the meeting, but you still need a deposit now to guarantee the seats.

• Your annual accounts are confidential and cannot be shown to clients. However, you are prepared to answer any questions in the meeting.