ENGLISH BUSINESS WRITING

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MODULE BOOK AND READER

Course of study: ICM / English Course title: Business Writing Year of study: term 4 ourse year: 2011-2012

Department of English

School of European Studies and Communication Management

The Hague University Course Information

|Title |Business Communication |
|Name of study unit |English Communication Skills |
|Study unit | |
|Department |ICM |
|Module manager |A. van der Wijngaard / Y. Overdevest |
|Module number |To be announced |
|Programme / year of study / term |ICM / year 1 / semester 2 / term 4 |
|Study load |28 hours (1 ECTS credit) |
|Entry level |None |
|Learning objectives |Upon successful completion of this course, the student will have a comprehensive understanding of|
| |the principles of effective business writing and will be able to compose correspondence that is |
| |clear, concise, and complete. Students will compose memos, emails, and letters for a variety of |
| |audiences and situations. |
|Relation to other modules |A good English writing and reading proficiency and awareness of conventions in business can be |
| |contributing factors to a communications expert’s professional recognition and career prospects. |
|Course outline |This class proposes a pragmatic English program for students of International Communication |
| |Management with upper-intermediate ESL proficiency. In the workshops we focus on writing skills |
| |and conventions in business correspondence. |
|Teaching methods |One 90-minute workshop per week, including discussions, reading, and writing practice. |
|Attendance |For the workshops, the following rules apply: |
| |Two absences: make-up assignment |
| |Three absences: exclusion from the course |
|Assessment |100% for the individual written exam |
|Duration of exam |90 minutes |
|Language of exam |English |
|Exam period |Exam period after term 4 |
|Result |(part of the study unit) |
|Literature |Reader |

Course Introduction

This course in business writing is aimed at helping you to learn how to write effective business letters and e-mail messages in English. These writing skills are widely considered to be core skills in students’ academic and subsequent professional careers.

In this writing course you will, of course, study the English formats of these types of documents, but, more importantly, you will also practise using an appropriate style and tone in a cohesive and effective business text.

Each class will involve discussion and practice of the format, style, tone and grammar required for effective and interesting writing, a skill you will need throughout your study and career. Besides the regular course material, this module book also includes additional vocabulary and writing practice material. You are strongly advised to make good use of this material.

Homework and peer reviews

Each week has accompanying homework which needs to be completed before the first class of the next week. When the homework says to bring a letter to class for a peer review, you must bring a printed (or carefully handwritten) version to class.

Criteria

As you work on improving your grammar and mastering business communications skills, you will be working towards a B2 level of writing skills according to the Common European Framework (CEF).

At B2 level, a student is expected to: • be able to write clear, detailed text on a wide range of subjects; • be able to write an essay or report, passing on information or giving reasons in support of or against a particular point of view and explaining the advantages and disadvantages of various options; • be able to write letters highlighting the significance of events and experiences; • be able to demonstrate a relatively high degree of grammatical control

Assessment

1. A Central Exam in which you write one or more of the following documents: • A business letter • An e-mail message

Week 1

Topic: the difference between formal, neutral and informal language.

E-mails ➢ -mails tend to be less formal than some other written business documents but still more formal than conversational language. The degree of formality will depend on who the receiver is, and whether or not you have met the receiver. As a rule, formal terms such as Yours faithfully/Yours sincerely, which are used in letter writing, are replaced by Regards/With best wishes, in e-mails.

Task 1 is meant as an awareness raising activity, this warrants no more than a short, teacher-led class discussion.

Task 1:Think about the emails you write and receive. (Excepting informal emails to friends).

▪ Do you always begin emails with a salutation (Dear….) and finish with a complimentary close (Kind regards, Yours faithfully…) ▪ Do you always check your spelling and grammar? Do you use upper case when necessary? ▪ Do you write whole blocks of text, or use plenty of spacing? ▪ Is your subject always relevant and specific?

This activity is meant to help students make well founded decisions as to when which particular media are appropriate. It’s important to stress that this is about WORK situations (otherwise you get them talking about whether it’s okay to break up with their boyfriend per email or text…). Ask for only one example in each category. Time: approx. 10 minutes including teacher led discussion of results.

Task 2: In groups, decide when you should write a letter, write an email, use the phone, or (internally) actually leave your desk and visit a colleague.

What advantage, disadvantage does each medium have?
In what situations would emails not be appropriate or inefficient?

| |Situation |Advantage |Disadvantage |
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|letter | | | |
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|email | | | |
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|phone | | | |
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|conversation in | | | |
|person | | | |

Email Etiquette

Why do you need email etiquette?

A company needs netiquette rules for the following three reasons:
[pic]Professionalism: by using proper email language your company will convey a professional image.
[pic]Efficiency: emails that get to the point are much more effective than poorly worded emails.
[pic]Protection from liability: employee awareness of email risks will protect your company from costly law suits.

The following task can be introduced by asking students what their pet hates are when it comes to email – What really irritates them? This will get the ball rolling. Finish with class discussion, going around the class asking each S for a guideline, allowing discussion when there’s disagreement. Time: 15-20 minutes

Task 3: Company email policy

You work for a company as communications consultant. Your manager has asked you to write a company email policy. In small groups, write 10 guidelines for internal and external email.

Consider: time, style, structure, length, grammar, spelling, reviewing attachments, priority functions, subject lines, CC and BCC buttons, Reply to all, confidentiality, spam, templates, FAQs, replying, alternative forms of communication etc.

Language Practice: Formal/informal

Three different writing styles can be identified:

Formal: This is the style of a traditional letter. Ideas are presented politely and carefully, and fixed expressions and long words are used. The language is impersonal. Grammar and punctuation are important. This style is not common in emails, but you can find it if the subject matter is serious (for example a complaint).

Neutral This is the most common style in professional/work emails. The writer and reader are both busy so the language is simple, clear and direct. Sentences are short and there is use of contractions ( I’ve for I have). The language is more personal. However, the style is not similar to speech – it is too direct.

Informal This is the most common style for emails between friends. Sometimes the email can be very short or it could include personal news, funny comments etc. This is the style that is closest to speech, so there are everyday words and conversational expressions. The reader will also be more tolerant of bad grammar etc.

Task 4: Match the informal phrases ( 1-15) with the neutral/formal phrases ( a – o)

Informal: Formal:

What do you need a. With regards to / With reference to
Thanks for the email of 12 Feb…. b. I can assure you that…
Sorry, I can’t make it c. We note from our records that you have not
I’m sorry to tell you that d. Please let us know your requirements..
I promise e. I was wondering if you could..
Could you f. We would like to remind you..
You haven’t g. I look forward to meeting you next week..
Don’t forget h. Thank you for your email received 12 Febr.
I need to i. I am afraid I will not be able to attend.
Shall I j. Would you like me to ..?
But…. /Also../So / k. I would be grateful if you could..
Please could you l. Please accept our apologies for..
I’m sorry m. It is necessary for me to..
Re n. We regret to advise you that..
See you next week o However../I addition.../ Therefore

1d 2h 3i 4n 5b 6e 7c 8f 9m 10j 11o 12k 13l 14a 15g

Task 5: Match the formal words on the left with the shorter words on the right

| | |
|1 assistance 9 possess |a-ask g. give |
|2 due to 10 provide |b. ask for h. have |
|3 enquire 11 repair |c. because of i.. help (noun) |
|4 further 12 request |d.book (verb) j. job |
|5 inform 13 requirements |e. check/prove k.. more |
|6 information 14 reserve |d.facts l. needs ( noun) |
|7 obtain/receive 15 verify |e. fix (verb) m. tell |
|8 occupation |f. get |

1……2.…...3.…...4…...5…...6.…..7.…..8..…..9…...10.…...11.…..12..…..13.…...14.…...15.…

: 1k 2c 3a 4m 5o 6f 7h 8l 9j 10i 11g 12b 13n 14d 15e
The right tone in emails
When writing business emails a professional yet conversational tone is the most effective.
Imagine you are attending a function attended by your colleagues and supervisors. In this situation you would need to be polite, positive and friendly. At the same time you need to be professional. Also you need to consider who you are speaking to and their position and level in the organisation.
Email communication is similar but with an important exception: • your communication is electronically transmitted so it can be passed on to anyone within or external to the organisation.
Make it polite & positive
Everyone responds to a polite positive tone. Criticism, rudeness or negativity will lead to reader resistance. Email messages need to show politeness and should be positive whenever possible, otherwise they risk sounding abrupt and possibly angry.
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Making requests
When making requests, it’s a good idea to use a modal or conditional construction such as 'Could you …' or 'Would you be able to...'
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Task 1 Rewrite the following sentence in a more positive and polite tone:
“You neglected to send the application form” – see footnote for suggested answer
…………………………………………………………………………………..[1]
Task 2[2] Rewrite the following email in a polite tone: – see footnote for suggested answer
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Subject headings for business documents

A good subject line for your email can be the difference between it being opened, left to sit in an inbox for a few days or even deleted right away. A good email subject line should consist of a few words (ideally under 40 characters) and can help emails to stand out in crowded inboxes. Your subject line should be relevant to the content of your email, and should convey the main purpose of your email message.

Key words:

|Complaint about | Congratulations to ( + a person who has done well) |
|Apology for |Congratulations from ( + a person sending the message) |
|Information on |Request for |
|Warning about |Application for |
| | |

Formatting
Subject headings should be highlighted in some way. This can be by using:

Bold Font, Larger Writing Underlined Writing, (less commonly) Italics.
NOTE: DO NOT USE ALL CAPITAL LETTERS BECAUSE IT LOOKS UGLY AND IS HARD TO READ.

Title Case
Subject headings should be in title case. This means that the first letter of the first word should have an upper-case letter, and so should all the other words, except for articles and prepositions; e.g. Complaint about the Late Delivery of Order Number 12345

Suggest subject headings:

Task 6: Making subject lines informative

Revise these subject lines to make them more informative. Use your imagination to make up any details you need.

New budget figures – what, when, what for?
Marketing brochure – your opinion – what product or service?
Production schedule – of what exactly?
Conference – what, where, when?
Improved website – of what exactly?

Homework for week 2

A: rewrite the emails below by substituting the phrases in italics with more informal phrases. Use contractions ( eg. I’ll) where appropriate.

Email 1: I am afraid I will not be able to attend the meeting on Friday. As I will miss the meeting, I was wondering if you could send me a copy of the minutes? I shall write to Anita as well, to inform her that I will not be there. Once again, please accept my apologies for this, and I can assure you that I will be at the next meeting.

Email 2:
Thank you for your email of 25 January where you requested assistance on how to order on-line. It is necessary for me to know your a/c number before I can deal with this. I would be grateful if you could also provide details of which version of Windows you are using.

Email 3:
With reference to your order number J891 – we received it this morning, but you have not filled in the sections on size and colour. Please let us know your exact requirements. These products are selling very well at the moment, and we regret to advise you that the medium size is temporarily out of stock. However, we are expecting more supplies in the near future. Would you like me to email you when they arrive?

B - Punctuation

Read the rules on the correct use of punctuation first. Then do the exercises.

Part one: full stop, comma, capital letters.

A full stop (.) is used at the end of a sentence
A comma (,) is used: like a brief pause in speech, to make the sentence easier to read. to separate words in a list (except for the last two items where we use and). after many linking words that come at the beginning of a sentence ( like However, / Unfortunately, )

Capital letters are used: to begin a sentence. for names of people, places, events and organisations. for job titles. for nationalities and languages. for calendar information like days, months etc.

Now correct the email below.

Dear Antoine Curiel,

I am the sales manager for Genetech, a small biotechnology company based in Cologne I. Attended your presentation at the Eurotech conference in Paris in November and we met briefly afterwards. Here is the information I said I would send including our latest annual report. I hope it is of interest.

Best regards,
Michael Bretz

Part two: the rules for apostrophes.

An apostrophe is used:
In short forms to show that one or more letters have been left out.
Before the possessive -s to show ownership or a relation between two people ( my mother’s car).

Now correct the email below putting in capital letters, commas and apostrophes.

Hi Jean – How are you? Thanks for your email about Mr Williams in fact I’m meeting him on Friday 16 march. Were meeting in his Brussels office and I’m a bit nervous about it because I don’t speak French very well! He’s the marketing director of the company and reports directly to the CEO. It’s going to be an interesting meeting and I haven’t been to Belgium before so I’m looking forward to it. Anyway I’ll be in touch when I get back.

Part three: colons(:)and semi-colons(;)
The colon is used to introduce items in a list
The semi-colon is used to separate long items in a list, particularly if there are commas inside some items. It is also used to join two sentences with a related meaning.

Now correct the email below putting in colons, semi-colons, capital letters, commas and apostrophes.

Angela – have you read johns report yet? I think its main conclusions are correct. This is basically, what he’s saying. Sales are flat and have been so for months there’s no new products In the pipeline despite our large e&d budget and our share price is at its lowest point since last november. i hope the board will take it seriously.

Compliant about Late Delivery of Order 12345
Congratulation to the New Graduate
Informations on Order 12345

C: Avoiding ‘get’ and ‘got’

The word ‘get’ is very informal and should NEVER be written except in informal emails. Always use ‘become’ or ‘became’ or another relevant verb.
Replace the word get or the expression with get with a word from the list below. Change the form of the verb where necessary.

|collected |recovered |improve |eliminate |won |
|obtain |deteriorated |communicate |persuaded |received |

Note: Some questions do work with different answers.

|communicate |collect |deteriorate |improve |eliminate |
|recover from |receive |win |persuade |obtain |

1. I (got) _________________ the data between 1 September and 31 October.

2. Angela has now (gotten over) _________________ the shock of losing her job.

3. The economic outlook is expected to (get better) _________________ in the coming months.

4. The government hopes to (get rid of) _________________ the problem by the end of the year.

5. Our company (got) _________________ many orders in the second half of the year.

6. Candy hopes to (get) _________________ a loan from the bank. This will enable her to continue with her studies.

7. The patient’s condition (got worse) _________________ during the night.

8. Dr Hofman tried to (get across) _________________ her ideas as clearly and simply as possible, but some of the students still couldn’t understand.

9. Professor Mills (got) _________________ her colleague, Mr Watson, to take the class as she had to attend a meeting.

10. I (got) _________________ a letter from the newspaper today. Apparently, they want to publish my article.
Week 2

First: homework review

Topic: Business Letters

Characteristics of business letters:

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. 3. The style is simple, direct and positive. There is much use of standard expressions. 4. The body of the letter often finishes with a reference to action: what you are doing, or what you want the reader to do. 5. The paragraph before the closing line is friendly and leaves a good impression in the reader’s mind. 6. The closing line has a standard expression.

Study the two business letters

Letter 1 Executive Training Videos

104 Wiltshire Avenue
Brighton BI5 R89
Your Ref: BE/HT
Our Ref: MS/IP

12 June 2012

Ms E.J. Harding
Johnson Engineering
Offley Industrial Park
BIRMINGHAM BI9 6HL
United Kingdom

Dear Ms Harding,

Training Videos

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

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.

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

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

I look forward to hearing from you soon.

Yours sincerely,

Robert Kapferer
Sales Manager

Encl. Current brochure and price list
Letter 2:

|letterhead |INSTITUTE OF MANAGERS |
| |Wilson House |
| |2 West Street |
| |London SW1 2AR |
|date |12 October 2012 |
|inside address |Mr Steve Marley |
|(receiver’s address) |Ashwood Associates |
| |5 Doncastle Road |
| |READING RG12 8PE |
| | |
|salutation |Dear Mr Marley, |
|subject of letter |Managing the 21st Century |
|opening |We are pleased to invite you to attend our special conference ‘Managing the 21st Century’ to be held at the |
| |Clifton Conference Centre, London, on 15-16 December 2012. |
|details |The conference, which also includes a series of workshops, is specially aimed at increasing the managerial |
| |productivity of junior managers and bringing them up-to-date with the latest developments and techniques in the |
| |field of modern business management. |
|details |The conference boasts a distinguished panel of professional speakers and experienced managers from various lines |
| |of business, offering expert advice on a wide range of topics. Enclosed is a detailed conference programme which |
| |includes full information on this not-to-be-missed event. |
|action |If you decide to join us, please complete the enclosed registration form and return it before 14 November 2012 |
| |together with the fee of £75. |
|close |We are sure you will not want to miss this unique opportunity to be informed of the latest developments in your |
| |field and to network with your peers. We look forward to welcoming you to the conference. |
|complimentary close |Yours sincerely, |
|signature |J. Tanner |
|name |Jeremy Tanner |
|position |Conference Secretary |
|enclosures |Encl. Conference programme and registration form |

Letterhead
In a business letter, the letterhead is invariably pre-printed on company paper. In private correspondence, however, it appears in the top right-hand corner of the page, as follows:
65 St Martin’s Court
London SW1 2EP
Note that the name of the sender is not mentioned!

Date
The date can be placed either on the left or on the right. Always write out the date in full to avoid confusion. For example, 10.11.2005 means 10 November 2005 in the UK, but 11 October 2005 in the USA!
There are various ways to write the date:

|British style |American style |
|12 May 2012 |December 25, 2012 |
|21st August 2012 |July 4th, 2012 |

There is never a name of a town or city in front of the date, as there is in Dutch letters.

Inside address
Always use courtesy titles and initials (or first names): Mr John Smith, Ms B. Allen, Miss Julie Harding, Mrs Margaret Pool, Messrs Parker and Collins & Co.

In the UK the postcode is placed after the name of the town: Bolton BL4 8TF. In the USA the zip code appears after the (abbreviated) name of the state: NY 36837.

Salutation
If you know the name of the person you are writing to, use it:
Dear Mr Monroe,
Dear Ms Krauss,
In the UK the comma after the salutation or greeting is optional. In the USA a colon (:) is usual.

If you do not know the name, use:
Dear Sir,
Dear Sirs,
Dear Madam,
Dear Sir/Madam,

Body of letter
Nowadays the most usual style for the body of a business letter is the block style. In this style there are no indentations to mark paragraphs; instead a line space is used between paragraphs. Remember to write English-style paragraphs full of text and without sub-paragraphs (no white spaces within paragraphs, only between paragraphs).

Complimentary close
The close should match the salutation as follows:
Dear Mr Smith, → Yours sincerely, (You used a name in the salutation.)

Dear Sirs, → Yours faithfully, (You did not use a name in the salutation.)

The comma after the complimentary close is optional. However, if you use one after the salutation, you should also use one after the complimentary close.

Americans use complimentary closes such as:
Sincerely,
Truly yours,

Signature, name and position
Below the signature you write your name in full. English-speaking people will normally use their first names and not merely their initials. Only women sometimes include their courtesy titles. The job title (with initial capitals) follows the name. Some examples:

Steve Smith
Assistant Sales Manager

Robin Jones (Mrs)
Director

Ms Laura Becker
Export Manager

Enclosures
If the letter contains any enclosures, you add:
Encl.: Bill of Lading
Enclosure: 1

Common abbreviations
There are many abbreviations that frequently appear in business correspondence and it is useful to know them in order to make your letters appear professional.

Re. Regarding

p.p. per pro(curationem) (on behalf of), used when you sign the letter for another person. It is often used by assistants/administrators when signing letters on behalf of their managers. For example: Yours sincerely, Mary Jones p.p. Ralph Bromhead Marketing Manager

Mary Jones is Mr Bromhead’s assistant and has signed on his behalf.

c.c. Carbon Copy. It refers to the names of all the people who will receive a copy of your letter.

Your ref. Your reference
Our ref. Our reference
References are often quoted to indicate what the letter refers to (Your ref.) and the correspondence to refer to when replying (Our ref.). References may either appear as figures, e.g. 661/7, where 661 may refer to the number of the letter and 17 to the number of the department, or in letters, e.g. DS/MR, where DS could stand for Donald Sampson, the writer, and MR for his assistant, Mary Raynor.

PROPOSAL LETTER 14-15

In-class activity and homework for week 3

Proposal letter and response

Prepare the following writing assignment, using the proper format for business letters.

You are a Marketing Director for a major clothing company (Pick one you like) and your company, which has been going through some tough times lately due to the economic crisis and a lack of new products, is gearing up to launch a new product (be creative) that everyone hopes will save the company’s image and bottom line.

You are going to write a letter to Mysterio Marketing, a marketing agency that you have done business with for years, to discuss a possible campaign for the new product.

Write a polite, diplomatic and professional letter to the account manager at Mysterio:

• Show that you’re very excited about the new product and that you hope Mysterio will be excited about it too. • State the launch date for the product and the company’s expectations for the new product. • Explain that you want to hire Mysterio to do a major viral marketing campaign that will make the product launch a success. This campaign should be different from anything they’ve ever done for you before. • Mention a few options for campaign ideas and ask for feedback on them. • Ask for an estimate on the costs. • You have recently read a few stories in the newspapers about how the global economic crisis is affecting marketing budgets and hurting advertising companies. Mention this very diplomatically and ask for some information about Mysterio’s financial situation – you don’t want to do business with an unstable company.

Self review

Use the rubric on page 16 to check your letter. Then exchange it with a class mate who will answer your letter, while you answer his or her letter.

Response to proposal

You are an Account Executive at Mysterio Marketing, a relatively small but successful marketing and advertising firm specialised in fashion and trends that has been doing business with the above-mentioned company for years.

After you receive your classmate’s letter, prepare a polite business letter responding to the client:

• Before discussing the new campaign possibilities, remind the client that payment for the last campaign you did for them – a newspaper ad campaign for their spring product line – is still overdue and has to be paid to restore confidence. • However, because you need the money the new campaign will generate, tell the client you’re interested in doing the viral campaign. Ask for some specifics about the new products and make some preliminary suggestions for the campaign. • State a possible price for the campaign. • Your Financial Department has started a new policy to improve cash-flow. In the future, all clients must pay a deposit of 50% of your fee up front to cover costs. The other 50% is due when the campaign begins. • Answer the client’s questions about you financial status in a professional and strategic way, then ask the client how the current economic crisis is affecting them. • Suggest a meeting soon to hammer out the details.

Peer review: Exchange letters with a classmate and give feedback to each other

| |4 |3 |2 |1 |
| |Return address or letterhead |Return address or letterhead |Return address or letterhead |Return address or letterhead |
|Return Address & |is complete & accurate. |is complete & accurate. |is missing some information. |is missing. |
|Date |Date is complete & positioned|Date is complete & positioned|Date is there but format is |Date is missing. |
|Inside Address & |correctly. |correctly. |incorrect. |Many spelling, |
|Salutation |No spelling, capitalization, |Very few spelling, |Some spelling, |capitalization, or |
| |or punctuation errors. |capitalization, or |capitalization, or |punctuation errors. |
| |A subject line needed or |punctuation errors. |punctuation errors. |Subject line is missing. |
| |added correctly. |A subject line needed or |Subject line information is | |
| | |added correctly. |misleading. | |
| |Organization is appropriate |Organization is appropriate |Organization is not |No organization pattern is |
|Content |to the writer’s purpose. |to the writer’s purpose. |appropriate to the writer’s |apparent. |
|Organization |Paragraph order follows the |Paragraph order is close to |purpose. |Paragraph order does not |
|& |suggested model. |the suggested model. |Paragraph order is close to |follow suggested format. |
|Accuracy |Message is complete and |One piece of information is |the suggested model. |Message has enough missing or|
| |correct. |missing or incorrect. |Two pieces of information are|incorrect information to be |
| | | |missing or incorrect. |ineffective in meeting the |
| | | | |writer’s goal. |
|Closing, Signature,|Closing is appropriate. |One piece is missing or |Two pieces are missing or |More than two pieces are |
|& other End Matter |Written & typed signatures |inaccurate. |inaccurate. |missing or inaccurate. |
| |are present. | | | |
| |Word choice is appropriate |Word choice is mostly |Word choice is inappropriate |Word choice is |
|Word Choice |for audience. |appropriate for audience. |for audience. |unprofessional. |
|Sentences |Paragraph divisions are |Paragraph divisions are |Message is there, but |Message is lost in poor |
|Fluency, |effective. |somewhat effective. |underdeveloped. |construction. |
|Paragraphs, |Main purpose of the message |Main purpose of the message |Awkward paragraph |Spelling, capitalization, or |
|& Mechanics |is clear. |is clear. |construction clouds the |punctuation errors make |
| |No spelling, capitalization, |Very few spelling, |message. |message unclear. |
| |or punctuation errors. |capitalization, or |Some spelling, |Grammar & usage errors makes |
| |Grammar & usage are correct. |punctuation errors. |capitalization, or |message unclear. |
| | |Very few grammar & usage |punctuation errors. | |
| | |errors. |Some grammar & usage errors. | |

Week 3

First - Homework review
Topic: Circular Letters: A circular letter or email is used to share the same information with a large audience. It differs in purpose from a personal letter, which sends particular information to one or a few recipients. Circulars are often used to announce new information or to clarify policies. A circular can be business-to-business. Examples of external circulars include: • Changes of address • Announcements of change of staff • Invitation to conference
For internal communication companies usually write memos, but for some matters, a formal letter may be printed on letterhead paper[3]. Examples of internal circulars include: • Announcement of change in staff policy • Notice about internal reorganisation
Writing a circular letter of any kind requires a few important rules. 1. Be brief – people will not read a long circular

2. Make the letter as personal as possible by addressing each letter to a particular person.

3. Create the impression of personal interest by using “you”, not “our customers” or “all customers”.

4. Distinguish between internal and external circulars.

5. Use the tone and voice appropriate for the kind of communication (internal or external) for which the circular letter will function. For instance, a stern tone would be appropriate for a circular letter to all employees addressing lateness or absenteeism. However, a stern tone would not be appropriate to use for a letter to circulate to clients.
Example of an external circular
Dear ( name in full),

We have the pleasure in announcing that as a result of increased business in Scotland, we have decided, for the convenience of our customers, to open a new branch at Glasgow and have appointed Robert Burns as Manager. Robert Burns has been in our service for the last ten years and is one of our most trustworthy and efficient officials.

We shall be very much obliged if instead of sending your inquiries and order direct to us, you may send them to our Glasgow branch.

We thank you for your valued support in the past and hope that you will very kindly continue to extend the same in future also.

Yours Sincerely,

Example of internal circular

To: All employees,

It has been observed very frequently that most of the employees are REGULARLY coming late to office. A few members of the staff have also absented from duty without any prior intimation for reason of their absence.

The management has taken a very serious note of the above.

Please note the following as a strict warning:

(1) LATE COMING : Any Employee’s coming late by more than 05 minutes will be marked absent for half the working day and salary will be deducted for the subsequent period.

(2) SHORT LEAVE : Only two (2) short leaves are allowed in a month. The duration of one short leave is two hours. This can be taken any time during a day with prior information to h.r. Department by giving leave application form duly signed by the authorized signatory/H.O.D.

(3) LEAVE APPLICATION : Any employee’s absenting without prior sanction/information will be marked absent for the day, leave application must be given in advance before taking any type of leave to H.R. Department. This leave application is to be signed by the authorized signatory/H.O.D. If anyone fails to do so, then absence will be marked and salary for the same will be deducted for the entire absent period. In case of any emergency, the leave shall be granted without any prior information but the person has to submit the leave application form immediately once he resumes his duties. In this case a telephone call is mandatory.

All are requested to kindly follow the above.
Homework week 4:

Write a circular internal letter/ email:

Situation: You are employed in the Human Resources Department of a company, HV products. It is the company’s policy to encourage as many staff as possible to receive basic training in first aid and a course is about to take place. The course will be held on four successive Friday afternoons starting 7 June at 13:00; each session will last 2 hours. They will take place in the company’s first –aid room and be carried out by trained staff from the local hospital. You have been asked to send a memorandum to each member of staff to inform them about the course and persuade them to attend. Attendance is not compulsory but there are clear benefits for both the company and for the members of staff.

The final session will include a practical test and those who are successful will receive a certificate. Anyone who has received recent training ( within the last 2 years) need not attend but those who were trained some time ago should be encouraged to attend to up-grade their skills. Staff who normally have lunch at 13:00 can take an earlier lunch at 12:00 on the days of the course.
All members of staff who are interested in attending should obtain the permission of their supervisor or section-head. This is to ensure no departments find themselves under-staffed on these dates, although this has rarely happened in the past. It has proved difficult in the past to encourage staff to attend such courses.

You need to produce a memorandum to be sent to each member of staff; this could include a returnable reply slip so prospective participants can indicate their willingness to attend the course and show that they have received the permission of their supervisors or department heads. You should be as persuasive as possible.

Task

Write the circular letter/ email, with a returnable reply slip to send to each member of staff

==================================================================

Writing a Peer Review in class

How to do it: In general, students find peer review very helpful to the development of their writing. Here are some guidelines.

• Keep it short – just a few paragraphs.

• Give positive feedback but it’s not necessary to gush.

• Don’t waste time correcting every grammar or spelling error. Focus on the structure, tone and style of the writing.

• Be specific – don’t just say “Great work!”

• Don’t just point out what’s wrong; offer suggestions for how to improve.

• Some aspects on which you might want to concentrate particularly: organization, clarity, introduction and conclusion, use of evidence or background information, tone, word choice, transitions and so on…

Sample of well written peer review

… Additionally I was confused about your use of background information and justification of the situation. It’s not clear to me why the company has to take these measures. For example, you say ” We recommend that you avoid scheduling any high stakes events” but you don’t give examples, such as “ exams, trainings or program launches”. I also wanted to ask you about your introduction. You don’t explain why the measures taken are unavoidable or in the advantage of the customer….

Week 4:

Homework review
Feedback session using the guidelines above.

Topic: Goodwill Letters

Sample Letter

1850 Wilson Ave., Toronto, ON. M9M 1A1
Phone: 416-741-7336 Fax: 416-741-9104 www.etlin.com sales@etlin.com

[pic]

June 1, 2011

Dear Valued Customers,

Primary inputs such as copper, steel, aluminum, petrochemical products such as plastics and freight surcharges continue their upward spiral to apply negative cost pressures on all of our products. The cost of copper alone has continued to increase at an unexpected rate of another 30% since June 2010 and some of the copper suppliers are now releasing limited amounts of copper into the market. In addition, other main material costs are increasing, labor, government taxes and the list goes on!

And, despite our best internal cost containment measures and not raising our prices for over two years, we have seen product costs pushed to historic levels and we are unable to mitigate the current costs any longer.

Thus, it is necessary to announce price increases to all our customers effective with all the orders received and shipments made after July 1, 2011. These cost increases vary by product category and we will have to update your pricing at the time of order until we can update all of your quotations and our price lists.

More details on the implementation and new price book updates will follow over the next few weeks. Please follow up with your Sales Rep or Sales Agent who is in charge of your account for updated information. At this point for now we will do the following:
• All previous quotations will be under review and subject to change without notice based on the LME cash price the day of product manufacturing, not the date of Quotation or Purchase Order.
• All future quotations will be subject to change without notice based on the LME cash price the day of product manufacturing, not the date of Quotation or Purchase Order.
• Etlin-Daniels reserves the right to accept your PO until prices are reconfirmed

Thanks for your understanding, your co-operation and your continued support.
Etlin remains committed to providing a leadership role in the markets we represent and look forward to supplying the industry with cost effective quality products in the future. We only hope that this cycle comes to an early end soon and we get back to more normal levels.

Regards,
David L Daniels
President

• What is the purpose of each paragraph in this letter? • Comment on the layout, salutation, use of language and the tone of the letter

Goodwill Letters

One of the most important functions of communications is to create good business relations. Many managers and executives take the opportunity to send goodwill letters (sometimes in email form) on many different occasions such as: apologies, promotion, thanks, unwelcome news, condolence, appreciation. Every opportunity should be taken to write goodwill letters. They are appreciated by customers and colleagues and are very good for business. For very little cost and effort they not only strengthen existing relationships but they may also create new business opportunities. These letters can be sent to a private person as well as to the entire clientele of a company in the form of a circular letter. When it is necessary to apologize for something, it is important to get the tone right. Sometimes you may have to swallow your pride and say you are sorry even when you are not. Legal pressure may mean an apology is necessary if you have cause injury or offence to someone. In business it is sometimes necessary to refuse requests, to increase prices, to explain an unfortunate oversight, apologize for mistakes etc. In such letters tone has to be the writer’s main concern. Without due consideration, offence could be caused, bad feeling created and business may be lost.

In class activity

Compose a circular letter to be put on the portal to all the students of the Hague University

Situation: from 19 May – 21 May 2012 all the ICT services will be closed down for maintenance purposes.
Your task is to apologize in advance and to advise students to take appropriate measures ( make these up yourself). Offer contact details, if there should be questions beforehand.

Homework:

Situation: Shell recently started the renovation of their office in a certain neighbourhood in The Hague. This will cause quite some inconvenience and nuisance for the ( mainly expats) residents for a number of weeks. Half way during the building works, Shell decided to send each resident a goodwill letter with an update on the project together with a goodwill gesture.

Task: write the letter and make up any details yourself. Also include a goodwill gesture of your own choice but fitting the situation.

Refer to the example above for the correct structure of this letter in terms of explanation, circumstances and apology.

Week 5

First Homework review
Topic: Claim / Complaint Letters
A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary.
Terms like disgusted, infuriated, enraged etc have no place in business. You can express dissatisfaction by saying: “Please ensure this sort of problem does not occur again.” Do not be rude or personal, and avoid sentences such as: “You made an error” or “You must correct the mistake…”
In the letter, identify early the reason you are writing — to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence. Do not apologise by writing “We regret to inform you…” , but simply, “ I am writing with reference to..” or “ We would like to inform you…”

State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antagonizing to delay this statement in some cases).

Provide a fully detailed narrative or description of the problem. This is the "evidence."

Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your requested should be granted.

Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer.
Toward the end of the letter, express confidence that the recipient will grant your request.

Example Claim Letter
1313 Horse Trail Rd.
Buda, Texas 78610

6 June, 2012
Customer Relations/Claims Company
John Duke Manufacturing Company
1104 Sutton Drive Suite #112
Cairo, MI 45006
Reference: Complaint DMM (Duke Model 8012A)
Dear Representative:
I am writing in regards to a Digital Multimeter (DMM) that I recently purchased by mail-order from your company. Because the DMM only functions partially, I am requesting repairs, another DMM with comparable features, or a refund equal to the purchase price + C.O.D. charges, and shipping and handling.
I purchased the meter for $250.00 by calling the 1-800 number listed in an advertisement. My phone order occurred on August 20th. The meter was delivered on August 23rd via UPX C.O.D. The total purchase price was $282.50. The following items were included with the DMM: one set of meter leads, one power supply cord, and one black nylon-fiber carrying case.
The DMM (Duke Model 8012A) will not register an accurate voltage or current reading. The other features function exactly as intended, and the fuse that protects the AC circuitry is in good operating condition. However, when a regulated AC voltage or current is applied to the meter leads, the only reading displayed is a low negative value. This is true whether the function switch is set to measure either AC voltage or current.
When I received the DMM, I inspected the packaging in which the meter was shipped, and there was no evidence of damage. Styrofoam inserts were used to protect the meter from any shock during the shipping process. Because I saw no loose components upon inspection of the primary fuse, I am led to believe the problem somehow occurred during manufacture. No doubt, there is a temporary malfunction that can easily be fixed.
Your prompt attention and response would be greatly appreciated as I intend to use the meter in conjunction with my job.
Yours sincerely,
Terry Ward
Enclosed: 1 Duke 8012A DMM, Lot #3308-WIC4
1 Set of Meter Leads
1 Power Supply Cord
1 Black Nylon-fiber carrying case
1 Purchase Receipt and Original Packaging

Adjustment Letters
Replies to complaint letters, often called letters of "adjustment," must be handled carefully when the requested compensation cannot be granted. Refusal of compensation tests your diplomacy and tact as a writer. Here are some suggestions that may help you write either type of adjustment letter:
Begin with a reference to the date of the original letter of complaint and to the purpose of your letter. If you deny the request, don't state the refusal right away unless you can do so tactfully.
Express your concern over the writer's troubles and your appreciation that he has written you.
If the complaint is justified, explain how the mistake occurred but do not blame the staff. For example: “The mistake was due to a fault in one of our machines, which has now been corrected”.
If you deny the request, explain the reasons why the request cannot be granted in as cordial and non-combative manner as possible. If you grant the request, don't sound as if you are doing so in a begrudging way.
If you deny the request, try to offer some partial or substitute compensation or offer some friendly advice (to take the sting out of the denial).
Conclude the letter cordially, perhaps expressing confidence that you and the writer will continue doing business.

In-class assignment / Homework
Letter of Adjustment

You are employed at the PR department of Budget Air, an airline located in Brussels. One of your tasks is to deal with letters of complaint. You receive a letter from a man who has recently returned from China and is writing to complain that the two Chinese vases in his suitcase did not survive the trip. He would like to be compensated for the damage to his possessions. He has enclosed a photograph of his soft shell suitcase[1] with the vases, wrapped in plastic but obviously in shards. He also claims that the vases cost over $1200.

Naturally this complaint is entirely unjustified. Be firm but polite in your answer. Even if you deny responsibility, you should try to give an explanation of the problem. Using the explanation above of letters of adjustment, answer the letter. Use full letter format.

The sender is Mr John Winter, Rue de Mechel 15, 1000 Brussel.

You work for the PR department of Budget Air, Rue des Sables 46, 1005 Brussel.

Week 6

First: peer review of the homework assignment

Topic: MEMORANDUM

MEMORANDUM
TO: Mr. and Ms. ICM Student
FROM: Yvonne Overdevest
DATE: 01 September 2006
SUBJECT: Memo writing
------------------------------------------------------------
This memo tells you to write an effective memo. Notice that a memo always begins with a statement of the purpose of the memo. This is to help busy readers sort, prioritize and file their correspondence.

Memos vs. Letters: Use memos rather than letters when you are communicating within your organization, including members of your department, upper management, employees at another branch of your company in another city, etc. The exception to this is if you are preparing a document for a reader several levels above you or for a formal situation. A statement of application for a leave of absence or some other Human Resources purpose would normally be done in a letter, for example.

Purpose of a memo: Most memos are single purpose, brief, and to the point. Copies of memos are commonly given to one or more people in your company so that everyone working on a given project receives relevant information as needed. Some specific functions of memos are as follows: • To act as internal organization letters • To document work accomplished (in progress report form) • To document oral discussions or minutes • To disseminate information to large numbers of people • To record technical information

Heading Information: The material at the top of the memo always includes the date, the names of the writer and the receiver of the memo, and the subject of the memo (Re: or Ref:). Different organizations may use other formats for this information than the one which appears here; use whatever is standard for your company. The heading information is important to make sure the memo is routed correctly and filed where it can be easily located and retrieved.

1. Use a courtesy title (Mr., Miss, Mrs., Ms., Dr.) before the recipient's name and a job title after it to help in routing and filing the memo, unless the memo is very informal and of a temporary nature, such as a reminder to someone in your department about the meeting on Friday. 2. Use a job title after your name, and hand write your initials by your name. This confirms that you take responsibility for the contents of the memo. 3. The subject heading should be as specific as possible, including project names and numbers. Again, this facilitates filing and retrieving the memo. It also helps readers prioritise by indicating urgency.

Layout of body: Paragraphs are usually block style (no indentation). A common plan for the body of a memo is as follows: • Tell the reader the subject and purpose • Develop the subject • Discuss conclusions, decisions, and recommendations

Formatting: Memos use all the same formatting devices as other documents, including the following: • Headings to help the reader skim for sections of the document. • Numbered and bulleted lists to make information easily accessible. • Typographical devices such as underlining, boldfacing, italics, etc. to make headings and important information stand out.

Paragraphing: As in all technical and business communications, long paragraphs of dense text make reading more difficult. Keep your paragraphs short and to the point.

Style: Use strong, active verbs, personal pronouns, and vocabulary appropriate for your audience. Be as concise as possible; your readers are busy and are more likely to read concise documents.

Ending: Traditionally, memos required no conclusion other than the formulaic "Please contact me if you have questions" or something of the sort. They also required no closing signature. Now, however, it is becoming more common for memos to close the way letters do, with a typed signature under a hand-written signature. Some writers even include the polite "Sincerely" before their signatures. These are not necessary but, again, you should follow standard practice in your organization.

Answer the following questions: 1. For what reasons are memos written? 2. Give at least two reasons for a clear, specific subject heading. 3. Do you include a salutation and complimentary close in a memo? 4. What kind of technical, formatting devices can you use to make your memo easy to read?

In class activity- Write an internal memo to all staff:

Situation: Manager 1; “I had a call from John Simons from Simons and Jones. Apparently, our staff is using their car park. I never heard of it, but he is probably right”

Manager 2: “ It is even worse: we get complaints from clients that they cannot find a place to park. They have to drive around the complex and in desperation probably also park at our neighbours’. Our visitor car park is always full, even on days when we have no visitors. I had Rob check the registration numbers and guess what: they were all company cars. Not one visitor. It seems that our staff are not prepared to walk the 500 meters from our company car park to the entrance!”

M 1: “This is silly. I”ll tell our intern to compose a circular memo about this.

Extra exercises- Optional

Words that sound alike - Choose the correct word to complete the sentences.

|ideal |lead |where |too |
|advise |conscious |led |to |
|they’re |your |its |two |
|wear |idea |it’s |than |
|we're |their |advice |there |
|then |you’re |conscience |which |
|witch | | | |

1. ___________ is my jacket? I wanted to ___________ it today, and if I can't find it,
___________ going to be late.
2. Janny wanted ___________ go to a conference, but her boss said that
___________ thousand dollars was ___________ much for the company budget.
3. As she waited for Piet to become ___________ , Marieke was seized with an attack of ___________ - was there anything she could have done to prevent the accident?
4. The map ___________ the intrepid treasure hunters to a ___________ box of precious stones.
5. Have you seen ___________ coats? ___________ going to need them; it's cold outside. I last saw the coats over ___________.
6. After conducting careful research, Aliek had a brilliant ___________; she'd write a graduation paper on the ___________ way for Dutch transport companies to move to Poland.
7. Even though Job would rather play video games ___________study, he decided to hit the books and ___________ play some Halo.
8. ___________ easy to admire a business that puts so much effort into creating ___________ signs and window displays.
9. ___________ fortunate to have survived the car crash without a scratch; it must have been because you were wearing ___________ seat belt.
10. I would ___________ you to seek qualified legal ___________ about how to handle this situation.
11. At a magic convention, you can tell ___________ ___________ is good or bad by the colour of their clothes.
This seems like a TOO TOO easy exercise, but how often do we receive final papers full of the wrong thens and witches? Often! This is really just a consciousness raising exercise.
1. where ___________ is my jacket? I wanted to wear ___________ it today, and if I can't find it, we're ___________ going to be late.
2. Janny wanted _____ to ______ go to a conference, but her boss said that
_____ two ______ thousand dollars was ____ too _______ much for the company budget.
3. As she waited for Piet to become ______ conscious _____ , Marieke was seized with an attack of _____ conscience ______ - was there anything she could have done to prevent the accident?
4. The map ______ led _____ the intrepid treasure hunters to a ____ lead _______ box of precious stones.
5. Have you seen _____ their ______ coats? ______ they’re _____ going to need them; it's cold outside. I last saw the coats over _____ there ______.
6. After conducting careful research, Aliek had a brilliant ____ idea _______; she'd write a graduation paper on the _____ ideal ______ way for Dutch transport companies to move to Poland.
7. Even though Job would rather play video games _____ than ______study, he decided to hit the books and ______ then _____ play some Halo.
8. _____ it’s ______ easy to admire a business that puts so much effort into creating ______ its _____ signs and window displays.
9. _____ you’re ______ fortunate to have survived the car crash without a scratch; it must have been because you were wearing _____ your ______ seat belt.
10. I would ____ advise _______ you to seek qualified legal ______ advice _____ about how to handle this situation.

11. At a magic convention, you can tell _____ which ______ witch ___________ is good or bad by the colour of their clothes.

Word partnerships

Some pairs of words occur together. If you meet one, you can expect the other. This makes it easier to understand written and spoken English. Match each verb with a noun.

Word partnerships
Set 1: 1.e 2.d 3.c 4.a 5.g 6.f 7.b 8.h
Set 2: 1.h 2.a 3.d 4.e 5.f 6.b 7.g 8.c
1.offer a discount 2.export goods 3.pay tax 4.arrange a meeting

Set 1

1. answer a. goods
2. appoint b. a letter
3. arrange c. a meeting
4. export d. a new manager
5. pay e. the phone
6. solve f. tax
7. type g. a problem
8. welcome h. a visitor

Set 2

1. fill a. an applicant
2. interview b. a business
3. offer c. a contract
4. owe d. a discount
5. rent e. some money
6. run f. office space
7. send g. a telex
8. sign h. a vacancy

Now complete each sentence using a suitable expression from above.

1. They might ___________________ if you pay within ten days. 2. Do you need a licence to ___________________ to Russia? 3. Don’t forget we have to ___________________ on the profit we made. 4. I’m trying to ___________________ with my bank manager next Tuesday.

Task 6: What is the difference between these words? : open to discussion

get/obtain Thanks/Thank you I’ll/I will job/occupation ask/enquire

about/with reference to need/require ask for/request can/may

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

|Informal (spoken) language |Formal (written) language |
| | |
|Thanks for your letter |I am writing with reference to the advertisement in … |
|I’ve just seen your advert in … |Due to the fact that … |
|Can you tell me about …? |Thank you for your letter dated 14 March. |
|because |Please find enclosed … |
|Sorry, I can’t make the meeting. |I am afraid I will not be able to attend the meeting. |
|Here are … |I would be grateful if you could send me some information about … |
|What exactly do you need? |Please return the goods at our expense. |
|Just send the stuff back. We’ll pay |We are pleased to inform you that … |
|I’ve got some bad news. There’s no more until next month |Please let me know your exact requirements. |
|Good news! I’ve just heard that … |If you require any further information, please do not hesitate to |
|There isn’t much left. You better move fast. |contact me. |
|If you’d like any more details, just let me know. |We regret to advise you that the goods you require are temporarily |
| |out of stock |
| |Please note that our stocks are limited. We advise customers to |
| |order as soon as possible to avoid disappointment. |

Rewrite these as sentences for a business letter.

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)

Polite English

Business language can be direct and to the point. At all times, however, you should be careful –avoid upsetting business relations. Rewrite the following sentences in more tactful English.

1. We regret that there is going to be a two-week delay in supplying your order.
2. Regrettably, we must insist on immediate payment.
3. There is still £2,500 outstanding.
4. There seems to be a mistake in your invoice.
5. We would appreciate an immediate answer / an answer by return (of post).
6. We are not yet in a position to give you a firm delivery date.
7. We regret we are temporarily out of stock of that particular item.
8. We trust that you will not look elsewhere / look for an alternative supplier.

1. Your order is going to be two weeks late. We regret that …

2. We have already waited too long for you to pay. Regrettably we must …

3. You still owe us £2,500. There is …

4. Your invoice is wrong. There seems …

5. We want you to answer this letter immediately. We would …

6. We can’t tell you about delivery because we don’t know ourselves. We are not yet …

7. We’ve got none in stock. We are …

8. Please don’t go to another supplier. We trust that you will …

Correct the mistake in each sentence.

1. I am write with regard to your recent email. I am writing… 2. Please send me your comments until Friday at the latest. 3. I will be grateful if you send me more information. 4. Please find attach my report, as promised in the last meeting. 5. I hope we can to meet up soon. 6. I look forward to receiving this information so soon as possible. 7. I’m sorry I haven’t written till now, but I been really busy. 8. It will be more better for me if we meet on Tuesday rather than Monday. 9. Can we meet at 8 February at 14.30 instead? 10. Sorry, I don’t can help you on this matter. 11. If you require any further informations, please do not hesitate to contact me. 12. I look forward to meet you next week. 13. I am really appreciate your kindness during my stay in London. 14. At the meeting we will discuss the follow points. 15. I’m afraid but we haven’t received your payment yet.

1. I am write with regard to your recent email. I am writing… 2. Please send me your comments until Friday at the latest. 3. I will be grateful if you send me more information. 4. Please find attach my report, as promised in the last meeting. 5. I hope we can to meet up soon. 6. I look forward to receiving this information so soon as possible. 7. I’m sorry I haven’t written till now, but I been really busy. 8. It will be more better for me if we meet on Tuesday rather than Monday. 9. Can we meet at 8 February at 14.30 instead? 10. Sorry, I don’t can help you on this matter. 11. If you require any further informations, please do not hesitate to contact me. 12. I look forward to meet you next week. 13. I am really appreciate your kindness during my stay in London. 14. At the meeting we will discuss the follow points. 15. I’m afraid but we haven’t received your payment yet.

Confusing words

Underline the correct word for each sentence. : 1.advertising 2.affect 3.lend 4.postpone 5.inspected 6.delayed 7.economics 8.interested 9.job 10.journey 11.living 12.measurement 13.rise 14.receipt 15.remind 16.tell 17.sensitive 18.stationery

1. She works for an advertisement / advertising agency 2. How will the increase in interest rates affect / effect your sales? 3. My bank manager has agreed to borrow / lend me another $2,000. 4. We’ve had to cancel / postpone the meeting until next Monday. 5. These machines are controlled / inspected at least once a day. 6. My plane was delayed / postponed by an hour due to computer failure. 7. Before coming here, I studied economics / economy at university 8. I am interested / interesting in their new camera. 9. She applied for a job / work as a personnel officer 10. Some employees have a long journey / travel to work every day. 11. The cost of life / living has gone up again. 12. Please send precise measurements / measures when ordering. 13. We expect prices to raise / rise by at least five per cent. 14. We only exchange goods if you produce a receipt / recipe. 15. I must remember / remind the boss about that meeting this afternoon. 16. Can you say / tell the difference between these two products? 17. The company is extremely sensible / sensitive to any criticism. 18. There’s some more paper in the stationary / stationery cupboard.

Grammar practice

Correct the mistakes in the following 8 sentences. : 1. I am writing in reply to 2. I would like some information 3. Could you please send me a copy of your current sales catalogue and price list 4. I am sending you a copy 5. I would also like details 6. I look forward to hearing from you 7. Please let me know 8. My company has been in the telecommunications business

1. I am writing in reply of your letter of 5 July. 2. I would like some informations about the Datarel 2 software package. 3. Could you please send me a copy of your actual sales catalogue and price list? 4. I am send you a copy of our catalogue. 5. I would also liking details of your discount terms for bulk orders. 6. I look forward to hear from you. 7. Please leave me know if these conditions are acceptable to you. 8. My company has been on the telecommunications business for over 25 years.

Vocabulary practice

Use these words to complete the gaps in the sentences below. Then put sentences 1-6 in the correct order. 1. suitable 2. interest 3. hearing 4. stand 5. well-established 6. end

well-established hearing interest end suitable stand

1. Ms Campert will contact you directly to arrange a _________time for her visit.

2. Thank you for your letter of 2 March expressing _________in our Greenex range.

3. I look forward to _________from you soon. 4. 5. You may remember that I visited your _________at the Garden Fair in June.

6. My company, as you know, is _________in the United States and Canada.

7. Our export manager, Margo Campert, will be in the United States at the _________of this month.

Preposition practice 1. in 2. in…for 3. on 4. for…of 5. in…to…of 6. of

a. We are primarily interested _____ your database program. b. My company has been _____ business _____ over twenty years. c. We normally operate _____ a commission basis. d. Thank you _____ your letter _____ 26 November. e. I am writing _____ reply _____ your letter_____ 12 March. f. I enclose details _____ our Borex product range.

Appropriate business language

The sentences below are too direct and seem rude. Change them into more acceptable business language. : 1. Could you send me a copy of your latest catalogue? 2. I would like some information about the forthcoming conference 3. Could we meet on 24 June? 4. Could you send us the cheque before the end of the week? 5. Would you please give us details of your discount terms for bulk orders? 6. I would appreciate some more information bout your Easilux furniture range.

1. I want your latest catalogue. -> Could you ……………………….?

2. Give me some information about the forthcoming conference. -> I would …………….

3. I want to meet you on 24 June. -> Could we ……………………?

4. I need the cheque before the end of next week. -> Could you ……………………….?

5. Give us details of your discount terms for bulk orders. -> Would you ………………?

6. Tell me more about your EasiLux furniture range. -> I would ……………………….

Each phrase has one word missing. Add the missing word. :

1. With reference ‎ to your email sent 6 June… 2. Thank you for sending me the sample I requested. 3. We are writing to inform you that the repairs have been made. 4. We are able to confirm that your machine will be replaced. 5. I apologise for the delay. 6. I would appreciate it if you could reply this week. 7. Please get back to me if there’s anything else. 8. What time would be convenient for you? 9. If you would like any more details, just let me know. 10. Please email your details this Friday at the latest. 11. It was good to meet you at the conference in Brussels. 12. I look forward to hearing from you soon. 13. I’ve attached a copy of the latest sales figures. 14. Thank you for your invitation to visit the company. 15. With reference to your enquiry, I’ve attached the information you need.

1. With reference ‎ to your email sent 6 June… 2. Thank you sending me the sample I requested. 3. We are writing to inform that the repairs have been made. 4. We are able confirm that your machine will be replaced. 5. I apologise the delay. 6. I would appreciate if you could reply this week. 7. Please get back me if there’s anything else. 8. What time would convenient for you? 9. If you like any more details, just let me know. 10. Please email your details this Friday at latest. 11. It was good to meet you the conference in Brussels. 12. I look forward to hearing you soon. 13. I’ve attached a copy the latest sales figures. 14. Thank you for your invitation visit the company. 15. With reference your enquiry, I’ve attached the information you need.

Vocabulary Practice

Below you will see parts of four letters concerned with orders. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only. :
1.current issue 2.postage 3.quotation 4.range 5.terms 6.following 7.note 8.reserve the right 9.accept delivery 10.acknowledge 11.line 12.regret 13.resume 14.inconvenience 15.supply 16.stock

accept delivery inconvenience range quotation acknowledge line regret stock current issue note reserve the right supply following postage resume terms

a. With reference to your advertisement in the 1 ________ of Office Monthly, I would like to order 2 Easyfix Year Planners. I enclose a cheque for £15 to include 2 ________ and packing.

b. Thank you for your 3 ________ of 5th July for your Finesse 4 ________ of dining room furniture. We find your 5 ________ satisfactory and would like to order the 6 ________ 10 Finesse dining tables at £280 per item 40 Finesse dining chairs at £60 per item We 7 ________ that you can supply these items within 30 days and we 8 ________ not to 9 ________ after this time. We should be obliged if you would 10 ________ receipt of this order.

c. We thank you for your order of 11th May for 2 Easyfix Year Planners. This 11 ________ has proved so popular that we 12 ________ to inform you that it is temporarily out of stock. We hope to be able to 13 ________ supplies within the next ten days. We apologise for any 14 ________ this may cause.

d. Thank you for your order of 12th July for 10 Finesse dining tables and 40 Finesse dining chairs. As we are in a position to 15 ________ you with the above items from 16 ________, we have arranged for them to be delivered early next week.

Word formation

When you look up a word in a dictionary, see if you can form other words from it. Sometimes these words will be included in the definition of the word and sometimes they will appear separately. Look before and after each dictionary entry to see what words you can find formed from the same basic word.

Complete each sentence with the correct form of the word in capital letters. In some cases you will have to make a negative form by using the prefix in- or un-.:
1.unacceptable, acceptance 2.action, active, activity 3.additions, additional 4.analysis, analysts 5.applicant, application, applicable 6.assistance, assistant 7.attractions, attractive 8.commercial, commercially, commercialised/-ized, commercials 9.connecting, connection, connections 10.contractor, contractually 11.directions, directors, directory, directly, directive 12.indecisive, decision 13.difference, different, differ 14.distributor, distribution 15.economise/-ize, economists

1. ACCEPT I’m sorry, but this arrangement is totally ________ to us. I’ve just received their letter of ________ so we can go ahead.

2. ACT The unions have threatened to take industrial ________ It’s been a very ________ day on the Stock Exchange. The R&D department seems full of v at the moment.

3. ADD We’ll be bringing out several ________ to our product line There’s an ________ bonus if I exceed my sales target by more than 10%.

4. ANALYSE We’ll need a detailed cost ________ before giving final approval. Most ________ think we’re in for a difficult time.

5. APPLY Unfortunately we can’t interview every ________ I sent in my letter of ________ and they phoned me the next day. The regulations are not ________ when there are fewer than 10 employees.

6. ASSIST We’ll need some financial ________ to enable us to buy more stock. He was in a meeting so I spoke to the ________ manager.

7. ATTRACT One of the ________ of the offer is the free training course. They were offering a very ________ salary so of course I was interested.

8. COMMERCE There are so many ________ vehicles on the road these days! I’m afraid the scheme is not ________ viable. The resort has become so ________ that we’re going somewhere else. As well as newspaper advertising, we plan a series of TV ________

9. CONNECT My ________ didn’t leave until 10 o’clock. We sent them a letter in ________ with their offer of an agency. She has some useful ________ in the hotel trade.

10. CONTRACT The ________ has told me the office will be ready by next month. We are ________ obliged to provide adequate security for the shipment.

11. DIRECT I enclose a map and ________ to help you find our office. The board of ________ will make the final decision about the scheme. I found the company by looking in the local trade ________ I always deal ________ with the manufacturer. There’s been another ________ from head office about photocopying.

12. DECIDE He’ll never make a good manager. He’s so ________ A ________ on the new factory is expected soon.

13. DIFFER Installing air conditioning has made all the ________ We’ve decided to try a ________ supplier this time. We’ll have to agree to ________ I still think it would be better to go by road.

14. DISTRIBUTE He’s the sole ________ in this area, so we’re forced to buy from him. The increase in petrol prices will push up our ________ costs.

15. ECONOMY We must ________ on electricity, so switch off those lights. All those wonderful ________ have not found a solution to our problems.

Vocabulary practice

Choose the best word to complete each sentence. : 1. forward (E) 2. possible (E) 3. advertisement (B) 4. information (E) 5. letter (B) 6. receiving (E) 7. wishes (E) 8. enclose (B)

1. If you require/enquire further information, please do not hesitate to get in touch. 2. … and I am pleased to include/enclose a copy of our new product catalogue. 3. Please complete the form and reply/return it to us as soon as possible. 4. I promise to give the matter my soonest/immediate attention. 5. I am afraid therefore that we cannot offer you a return/refund as the goods have already been used. 6. Could you please pass on/pass off my very best regards to Mr Mayama? 7. I look forward to making/doing further business with you in the near future. 8. I look forward to knowing/meeting your colleague Mr Franks at the conference. 9. I hope that half past eleven is comfortable/convenient for you. 10. Let me desire/wish you the best of luck in your new post.

Writing practice

Rewrite this informal and unprofessional text below in a clear, simple, positive style appropriate for a business letter. Use full business letter layout (make up names and addresses).

I just read your letter about the online ad campaign you want us to do for you. Sorry it took me so long but I’ve been busy. Great that you wanna hire us and all, but we just can’t right now. We’ve got more work than we can handle, a couple of the guy’s are out sick and our staff is losing it under all this pressure. You’re just gonna have to wait.

But, don’t sweat it. We’re gonna hire some new computer guys and we’ll be able to help you soon. Meanwhile, I’ll send you some brochures on some of the more old-fashioned stuff we can do for you without waiting for more IT staff. It’s got some nice photos and you might see something you like.

Give me a ring if you want. Bye.

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[1] Suggested answer: “Your application form was not enclosed”
[2] Suggested answer: “Enclosed is the report for the year 2002, which was previously sent to you but was perhaps lost in transit. Could you please complete this report, as we require it urgently. Once we have received the report we can commence negotiations for future business with Jones and Smith Pty Ltd.
Please call if you require further assistance.
[3] Letterhead paper is paper with the company logo and address.
[1] A soft shell suitcase is one with soft material sides.