3. Письмо – жалоба.

The structure of the letter of complaint:

1. your address, date

2. a firm or organization address

3. salutation

4. reason for writing and reference to the advertisement

5. reasons why you are dissatisfied

6. request for action.

7. closing remarks – looking to the future

7. signing off

The Typical Phrases:

- I am writing to you about an unfortunate incident that took place on Tuesday.

- I have been waiting a month for a replacement.

- To make matters worse, we were told that there was no record of our reservation.

- I would be grateful if you could refund the cost of the holiday as soon as possible.

- I am writing with reference to a purchase I recently made in your store.

- I look forward to receiving a reply at your earliest convenience.

- Thank you for your letter of 15 September.

- I was most surprised / upset to find.

- I would like to point out.

- Mr./ Mrs. XXX assured me that she had the matter in hand.

- I trust that

Упражнение. Read the following letter, find all the parts of its structure and the examples of the formal style.

Tony Michael

Mereside Way

Olton

West Midlands

Freepost 29/09/2008

PO Box 22

London

Dear Sir or Madam,

I am writing to complain about the CD collection I ordered after seeing your advertisement in the Daily News on 8 August 2008.

First of all, I ordered the collection three weeks ago, and only received it yesterday, although it clearly says in your advertisement that it should arrive within seven days.

Furthermore, I ordered 90s Goldies and you sent me Hits of the Nineties, which has very different songs on it.

Also, the collection I ordered is a double CD, and the one you sent me is a single CD. Finally, the plastic box which contained the CD was broken.

In your advertisement, you say I can claim a refund if I am not satisfied. I would be grateful if you would replace the CD you sent by mistake, or send me a refund of ₤ 14.99, which was the cost of the original double CD.

I look forward to hearing from you,

Yours faithfully,

Tony Michael

Tony Michael

Упражнение. you have just returned from Thomsun’s Holiday Camp which was very disappointing. You have the advertisement and the notes made there, write to the company to complain about the holiday and for some money back.

Thomsuns Holiday Camp

Your notes:

1. We were given tents,

2. We ate only spaghetti and sandwiches every day.

3. Mountainbiking was cancelled for the whole week.

4. There were few opportunities to speak to local people.

5. There was no pick-up, you had to take a taxi.

Have you had enough of the same kind of holiday?

Try Thomsuns Holiday Camp this summer!!!

beautiful stone bungalow,

all meals included,

wide range of activities including

swimming and basketball,

mountain climbing and cycling,

practise your English with local people,

free pick-up service from railway station.

Упражнение. You are going to write a letter of complaint. Before you write the letter, match up the two halves of the following sentences.

1	When I came to the main course, I found	a	that we couldn't actually play the game.
2	To my horror, the first time I wore it	b	that all the pieces were there.
3	I was shocked at the difference between the standard of the rooms in the hotel.	c	I found a tear under one of the arms.
4	At the time the shop assistant assured me	d	by anyone in all my life.
5	I have never been spoken to so rudely	e	that all the vegetables were stone cold.
6	Even more embarrassing was when	f	but in fact I was facing out on to a motorway.
7	I had been promised a view of the sea	g	compared to how they were described in the brochure.
8	My friend's children were extremely disappointed	h	two of the buttons came off as I was in the middle of a formal dinner.

Упражнение. Write a letter of complaint on the following cases, imagine all necessary details.

(A). You bought the expensive designer coat at a local boutique. Soon after you discovered that there is a tear under one of the arms and that two buttons have fallen off.

(B). You arrived at the hotel on holidays and your rooms were not how it was described in the brochure. There was no view of the sea and no shower. Also, the sheets on the bed did not appear to have been changed since the last guest.

(C). You bought a board game from a shop. You gave it to a friend as a present, but very embarrassingly, some of the pieces and cards were missing.

Задания для самостоятельной работы по Теме 8.

Упражнение. (A) Here are two jumbled letters. One is written to a hotel, and the other to a friend. Put the sentences in the correct order for both letters. Decide how you would begin and end them. Think of the addresses, the salutation, the ending. Both letters were written by Chris Bright. His address is 47 Angel Road, Blaby, Leicestershire. The hotel is Hotel Regent, 107 Carston Square, London WH1 67G. His friend is called Jan Price. Her address is 33 Alma Crescent, London N10.

(B) Write replies to both letters. Include the following information.

From the hotel: confirm the reservation, price of the room, arrangements for food in the room.

From Jan: some recent news, refusing the request, saying why.

a. I would like a single room with a shower.

b. I’m writing to ask you for a favour.

c. I don’t mind where you put me. I’ll sleep anywhere!

d. I have a further request.

e. I would like to make reservation for the nights of 22^nd, 23^rd, and 24^th January.

f. I hope the above is convenient.

g. Write soon and let me know.

h. I’m coming down to London at the end of the month to go to a conference.

i. Could I have a bite to eat when I arrive?

j. I hope you are all well, and that you’ve recovered from the busy Christmas period.

k. I would be extremely grateful.

l. Could I possibly have a room at the back, as I find the front rooms rather noisy?

m. Could you put me up for a few days?

n. Just a sandwich will do.

o. I look forward to your reply.

p. It’s the 22^nd – 24^th January.

q. As I will be arriving quite late, could you possibly put a cold buffet in my room on the 22^nd?

r. I hope that’s all right?

s. There’s something else I’d like to ask you.

Упражнение. This is the ideal example of the application letter to “Practice your English”

Dear Dr Murdoch,

I am writing to apply for one of the positions working with elderly English people you advertised in last Tuesday's Daily News.

I have been learning English for five years and can speak quite well, though I would definitely improve if I had a chance to practise. I hope to pass the Cambridge First Certificate in English this June.

I also have some experience working with elderly people. My grandfather, who is 87, has lived with us since 1994. I help my parents take care of him and this has taught me a lot about old people.

I am in my last year of secondary school and I attend English classes three afternoons a week. This means that I am not available before 3 p.m. on Tuesday and Thursday and not at all on Monday, Wednesday and Friday. It would be possible for me to work on Saturday mornings, though I would prefer not to.

I can be contacted on 347 505505 in the evenings. I look forward to hearing from you.

Yours sincerely,

Daniella Minuto

Упражнение. You see the following job advertisement in a local newspaper. Two persons wrote their letters of application. Read them and complete the table according to the characteristics which you think each letter has. Then write your own letter, trying to incorporate the best features of both.

WORK WITH ENGLISH-SPEAKING TOURISTS

Have you been looking for a chance to improve your English and earn good money at the same time? Well, this is an ideal opportunity! Our company specializes in providing package tours for British and American tourists all over the world, and we are looking for local people who are interested in acting as tour guides around major cities and places of national interest.

You would also be responsible for looking after the general welfare of your group while they were in your care.

Letters of application should be sent to:

BritAm Tours, Empire House, 176 Piccadilly, London Wl 9FQ

The characteristics.	Letter A	Letter B
The applicant answers the questions directly and completely	\/
The applicant communicates the message effectively
The applicant begins and ends the letter appropriately
The applicant organizes it well with clear paragraphs
The applicant has a good range of grammatical structures and vocabulary
The applicant uses the grammatical structures and vocabulary accurately
The applicant has correct punctuation and spelling
The applicant includes a range of linking expressions e.g. furthermore
The applicant uses the language of appropriate style

Letter A.

Dear Sir/Madam,

I am writing with reference to your advertisment in todays paper concerning possible work with English-speaking tourists. I am very intrested in doing this kind of job and will be available from the begining of next month. I need to know exactly when the job would start, I should say that my level of english is good, I can communication well and fairly fluently. I have spent time on holiday in britain and really enjoy meeting people from other countrys. i have always been interested in the history and cultur of my local area, before I can consider the job I need to know what the hours of work and pay would be. I would like to know more about what 'be responsable for the general welfare of your group' means and what they could inwolve. I am afraid that I will only be available for interview in the evening (due to present work commitements). I look forward to hearing from you in the near future.

Yours faithfully,

Ingrid Nelson

Letter B.

Dear Sir/Madam,

I write about your advertisement in today’s newspaper concerning possible work with English – speaking tourists. I am very interested by this job and can be start next month. However, I need knowing when job starts.

First of all my English level is quite well. I went to England and very enjoy meeting people from other countries. Moreover, I had interested in the all history and culture of my town.

I looking forward hear from you.

Lots of love,

Luis Sanchez

Упражнение. You have seen this advertisement in the local newspaper. Write a reply.

Keen on sport ? Busy health club requires outgoing person for a part-time work (including late hours). June to September. Good command of English. Must be adaptable. Please write to: The Manager. Sundance Health Club, Harbour Lane, Chichester, Sussex, PO1 2JE including a recent photograph.

Упражнение 17. You have seen this advertisement in the local newspaper. Write a reply.

Trans - Globe couches

want travel couriers in Europe, the Far East, North and South America.

Have your got good interpersonal skills? Can you speak two or more languages?

Do you want to see the world?

Please apply with CD to The Personnel Manager Trans-Globe Coaches, Victoria Square, London SW1 6VC.