Business correspondence

Task

You want a new printer for your computer. You have seen an advertisement for the Solar EX43. The ad states that pensioners get a 50% discount on the price. Write a letter to Computer World and ask them if university students can also get a discount.

Write a complete letter, with addresses, date, signature, etc. (Invent any details necessary.)

General guidelinesOrganization: Paragraphs: length, topic Information: order, completeness

Register: Formal No colloquial language No contractions Do not use direct language

Accuracy: Check spelling, grammar, punctuation

LETTER LAYOUT: BLOCK STYLEWhere are the following in

a business letter? The addressee’s name

and address Writer’s address The date Dear ... Subject heading Yours ... The writer’s name, title,

department

How are the following written (punctuation, appearance)?

Dear ... Subject heading Paragraphs Yours ... The date

Dates

What is this date: 11/04/2008? US: month/day/year: November 4, 2008 GB: day/month/year: 11 April 2008

Avoid confusion: write the month! April 11, 2008 OR 11 April 2008

PARTS OF A LETTER

Dear….

OPENING: to say why you are writing MAIN MESSAGE: the details CLOSING: talks about the future

Yours …

Greeting line

Dear… NO COMMA!!!

Dear Sir or Madam a company

Dear Sir unknown man

Dear Madam unknown woman

Dear Mr Smith man you know

Dear Ms Smith woman you know

Dear Mrs Smith married woman

Dear Miss Smith unmarried woman

Dear Sir or Madam

Yours faithfully

Dear Mr/Ms/Miss/Mrs Smith

Yours sincerely

Dear John

Best wishes

Closing a letter

Electronic mail – General guidelinesread p. 68 and write 1 sentence tips Opening and closing: Dear ... and Yours ... personalizes the message. Subject heading: Always write one! Upper/lower case: Avoid capitalizing whole words. Copying the original message: Avoid, unless you have a good reason to do so.

Electronic mail – General guidelines Attachment: Mention what you are attaching. Paragraphs: Use them. Style: Semi-formal, no ‘emoticons’¸.

LETTER OF ENQUIRY

Purpose: To get information Structure: p. 75

Opening phrases

We are writing to enquire about/if… We are writing in connection with… We are interested in…and we would like to

know… If you are replying to an earlier letter: Thank you for your letter/email/fax/call of (date)

asking if.../ enquiring about…/ enclosing.../ concerning…

How would these messages start? You want to know the prices of some

airconditioners. I am writing to enquire about the prices of your

airconditioners. You want to know if the company you are writing to

organises business conferences in Malaysia. I am writing in connection with business

conferences. I would like to know if your company organizes conferences in Malaysia.

A company sent you a fax on 3 June. They want to know if you are going to a sales exhibition in London.

Thank you for your fax of 3 June asking about our attendance at the sales exhibition in London.

Ending phrases

I look forward to receiving your reply/order… Looking forward to hearing from you. I hope that this information will help you. Please contact me if you need any further

information. Please feel free to contact me if you have any

further questions.

Task

You want a new printer for your computer. You have seen an advertisement for the Solar EX43. The ad states that pensioners get a 50% discount on the price. Write a letter to Computer World and ask them if university students can also get a discount.

Write a complete letter, with addresses, date, signature, etc. (Invent any details necessary.)

Lindell’s addressComputer World’s address

14 June 2010

Dear Sir or Madam I am writing in connection with your advertisement

for the Solar EX43 printer in the Daily Paper of 20 April 2011.

Could you please tell me if the advertised 50% discount is only offered to pensioners or to university students as well?

I look forward to receiving your reply. Yours faithfully

Steven Lindell

Firm, but polite language Say please and thank you. Avoid being direct: Your prices are not acceptable We think your prices are rather high. Ask, rather than order: You must send it straight away. Please could you send it as soon as possible? Use indirect questions: Can you reduce your prices? I was wondering if you could reduce your prices. Avoid blaming or accusing: You’ve made a mistake

with my order. I’m afraid there is a problem with the order. Understate the point: There is a problem. It seems we have a small problem.

Rewrite these sentences to make them more polite.1. Your company delivered the goods very

late. This is very bad service.

2. I received your letter. I have sent the goods. You will get them on Tuesday.

3. Send me your price list. I need it now, so send it immediately.

Solutions1) We have received the goods that we ordered from

you (order no ...), but unfortunately these arrived very late. We would be grateful if, in future, you could ensure that our orders arrive on time.

2) Thank you for your letter. I have now sent the goods to the address you gave. You should receive them on Tuesday.

3) Could you please send me your price list for ... . I would be grateful if you could send it as soon as possible, as we need the goods urgently.

Homework

RB, p. 76/ Task I (write a letter of enquiry)

Letter of complaintMaking a mild complaint Structure:

Dear ... Say why you are writing State the reason for complaining Ask for action (Closing) Yours ...

Letter of complaint – State the reason for complaining

Giving bad news Unfortunately, ... I am afraid, ... We are sorry to tell you... We regret to inform you...

Letter of complaintMaking a mild complaintMake a mild complaint: A company has sent you a bill for the wrong

goods.1. Say what is wrong (give the bad news)

2. Request action Unfortunately, you sent us a bill for the wrong

goods. Please could you send us the correct bill as soon as possible?

Make mild complaints

1. Your new photocopier has broken down five times in the last week.

2. Two temporary secretaries do not speak English. You have to write to the agency who sent them to you.

Making a mild complaint1. We are sorry to tell you that the

photocopier that you sold us has broken down again. We would appreciate it if you could come and repair it without delay.

2. Unfortunately, the secretaries you sent us do not speak English. We would be grateful if you could send us two new secretaries as soon as possible.

A letter of mild complaint: fill in the blanks Dear Mr Onaka Invoice no. 5654AH _______________ the above invoice for an MX3

photocopier. We received this machine yesterday. __________, it

is not the model we ordered. It is much more expensive. ____________________send us the correct photocopier and arrange for collection of the one you sent in error.

___________________________ ________________ Steve Label

Dear Mr Onaka Invoice no. 5654AH I am writing in connection with/ I am writing to

complain about the above invoice for an MX3 photocopier.

We received this machine yesterday. Unfortunately, it is not the model we ordered. It is much more expensive. We would be grateful if you could send us the correct photocopier and arrange for collection of the one you sent in error.

I look forward to hearing from you. Yours sincerely Steve Label

Making a strong complaint: structureMatch up the right side with the left1. Say why you

are writing2. Say what is

wrong3. Give further

reasons4. Demand action

5. Give a warning (if necessary)

A. Unless we hear from you within seven days, we will take legal action.

B. It is now over 6 months since we placed this order and we are still waiting for the cabinets.

C. We must insist, therefore, that you deliver them immediately.

D. I am writing in connection with the above order for filing cabinets.

E. I should also like to point out that we already paid for the cabinets.

Making a strong complaint: structureSolution1. Say why you

are writing2. Say what is

wrong3. Give further

reasons4. Demand action

5. Give a warning (if necessary)

D. I am writing in connection with the above order for filing cabinets.

B. It is now over 6 months since we placed this order and we are still waiting for the cabinets.

E. I should also like to point out that we already paid for the cabinets.

C. We must insist, therefore, that you deliver them immediately.

A. Unless we hear from you within seven days, we will take legal action.

A strong complaint: put the sentences in order I must insist, therefore that you take immediate action to improve the quality of your services.

Dear Sir or Madam I hope it is not necessary to remind you that this is

the second time I have complained about your employees.

I am writing in connection with your contract to clean our offices.

Yours faithfully Twice this week, I have found your workers asleep

when they should be working. H. Wilson

A strong complaint: Solution Dear Sir or Madam I am writing in connection with your contract to

clean our offices. Twice this week, I have found your workers asleep

when they should be working. I hope it is not necessary to remind you that this is

the second time I have complained about your employees.

I must insist, therefore that you take immediate action to improve the quality of your services.

Yours faithfully H. Wilson

Apologising: the structure1. Dear…

2. Acknowledge the receipt of the original letter of complaint

3. Apologise

4. Give a reason for the problem

5. Say what you are doing to correct the mistake

6. Apologise once again

7. Yours …

8. Signature

9. Name (position)

4. Giving a reason

This is owing to... / due to.../ as a result of ... / because of ...

E.g.: decrease of all salaries by 10% - fall in sales

We are forced to decrease all salaries by 10%. This is as a result of a fall in sales.

Give reasons

Delay the delivery of goods – strike by airline pilots

Cannot deliver your new order – we have not received your payment for the last order

Cancel the meeting today – a lot of the staff have been ill

Solutions1. We have been forced to delay the delivery of

goods. This is due to a strike by airline pilots.2. We are unable to deliver your new order. This is

due to the fact that we have not received your payment for the last order.

3. We had to cancel today’s meeting. This is owing to the fact that a lot of the staff have been ill.

Write a letter of apology

Mr. David Hawkins has sent you an email on 15 May, complaining that his company has not received the payment for the new cabinets that you have ordered. Apologize to him and explain that you have sent the payment to the wrong account. Promise to send them the check today.

1. Dear Mr Hawkins2. Order 2853. Thank you for your email dated 15 May.4. We are extremely sorry that you have not

received our payment before now. 5. Unfortunately, we sent the payment to the

wrong account two months ago. 6. I have arranged for a cheque to be sent to you

today.7. With apologies once again8. Yours sincerely9. Peter Townsend10. Purchasing Section

HW

RB, p. 78 – Write a letter of apology

Making a strong complaint: structure1. Dear …2. Say why you are writing3. Say what is wrong4. Give further reasons (make a point)5. Demand action6. Give a warning (if necessary)7. Yours…8. Signature, name, title

Make a strong complaint - put these sentences in the right order.

A. We booked and paid for an advertisement on the front page of the Friday edition of The Times.

B. I am writing to complain about our advertisement which appeared in your newspaper on 10 July.

C. I would like to remind you that this is the third time that this has happened.

D. If you do not do this, we will be forced to take all our advertising business to one of your competitors.

E. As we are regular advertisers in your newspapers, I must insist that you repeat the advertisement this Saturday, on the front page, free of charge.

F. However, the advertisement did not appear until Saturday, and only on page 4.

Making a strong complaint Say why you are writing:

B. I am writing to complain about our advertisement which appeared in your newspaper on 10 July.

Say exactly what is wrong:

A. We booked and paid for an advertisement on the front page of the Friday edition of The Times.

F. However, the advertisement did not appear until Saturday, and only on page 4.

Make a point connected with this:

C. I would like to remind you that this is the third time that this has happened.

Demand immediate action:

E. As we are regular advertisers in your newspapers, I must insist that you repeat the advertisement this Saturday, on the front page, free of charge.

Give a warning:

D. If you do not do this, we will be forced to take all our advertising business to one of your competitors.

You work at Central Bank Consultants, 16 Hyde Towers, Hong Kong. The people who rent the offices next to you play very loud music all day, even though the contract says that ‘music is not allowed’. It is impossible for you to work.

Write a full letter1. Dear Sir or Madam2. Put a heading3. Say what you are writing about (noise)4. Explain exactly what is wrong.5. Make a point connected with this (the contract)6. Demand immediate action.7. Give them a warning.8. Close the letter.

Solution

1. Dear Sir or Madam2. Noise disturbance3. I am writing to complain about the loud noise from your

office.4. We rent the office next door to you, and all day you play

very loud music. It is impossible for us to work. 5. I should like to remind you that the contract for the office

says that ‘music is not allowed’. 6. I really must insist, therefore, that you stop making this

noise immediately. 7. If you do not do this, I will be forced to contact the

landlord.8. Yours faithfully9. Beth Saunders10. Central Business Consultants

Common mistakes – Things to remember

Dear Mr Smith – Yours sincerely Dear Sir or Madam – Yours faithfully Paragraphing!!! Don’t forget to say why you are writing. Keep it short. Write the date correctly: 10 January 2013

How would you write these dates? Jan. 16th, 2006 23rd March 2007 6/11/08 (UK) 09-07-06 (USA)

16 January 2006 23 March 2007 6 November 2008 7 September 2006

Practise! Practise! Practise!

Functions: Match the function with the appropriate sentence

1. The reason for writing

2. Giving good/ bad news

3. Saying what you can/ cannot do

4. Giving reasons

5. Requesting action

6. Apologising

7. Requesting information

8. Making a mild complaint

9. Making a point

a. I should like to point out that…

b. We are (un)able to…

c. This is as a result of…

d. We would like to know if…

e. We are extremely sorry for –ing/noun

f. I am writing in connection with

g. Unfortunately, we have not yet received the filing cabinets…

h. Please could you…

i. I am pleased to tell you that…

Rewrite this letter so it sounds more polite. Mr Steven Jones! You haven’t paid my consultation fee. I worked for

you 6 months ago and I still didn’t get the money. I already wrote to you once before, but you ignored me. I need to be paid because I also have bills to pay and my family needs to eat.

I want you to send me the money in 3 days. If you don’t put my money on my account within a week, I will sue you!!!

Good bye, Peter Allen

Dear Mr Jones I am writing in connection with my unpaid

consultation fee. I was contracted by your company 6 months ago,

but I still have not received the agreed payment. I hope it is not necessary to remind you that I have

already contacted you about this problem 2 months ago (6 September 2012), but so far I have not received a reply.

I must, therefore, insist that your company transfers the payment to my account within 3 days. If no payment arrives within a week, I will be forced to take legal action against your company.

Yours sincerely Peter Allen Big City Legal Consultants