Prepare a business letter in advanced English€¦ · Project Base William Angliss Institute of...

Prepare a business letter in advanced

English

D1.LAN.CL10.10

Trainee Manual

Prepare a business letter

in advanced English

D1.LAN.CL10.10

Trainee Manual

Project Base

William Angliss Institute of TAFE 555 La Trobe Street Melbourne 3000 Victoria Telephone: (03) 9606 2111 Facsimile: (03) 9670 1330

Acknowledgements

Project Director: Wayne Crosbie Chief Writer: Alan Hickman Subject Writer: Quentin Derrick Project Manager/Editor: Alan Maguire DTP/Production: Daniel Chee, Mai Vu, Kaly Quach

The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia, Myanmar, Philippines, Singapore, Thailand and Viet Nam.

The ASEAN Secretariat is based in Jakarta, Indonesia.

General Information on ASEAN appears online at the ASEAN Website: www.asean.org.

All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox Development for Front Office, Food and Beverage Services and Food Production Divisions”.

This publication is supported by the Australian Government’s aid program through the ASEAN-Australia Development Cooperation Program Phase II (AADCP II).

Copyright: Association of Southeast Asian Nations (ASEAN) 2013.

All rights reserved.

Disclaimer

Every effort has been made to ensure that this publication is free from errors or omissions. However, you should conduct your own enquiries and seek professional advice before relying on any fact, statement or matter contained in this book. The ASEAN Secretariat and William Angliss Institute of TAFE are not responsible for any injury, loss or damage as a result of material included or omitted from this course. Information in this module is current at the time of publication. Time of publication is indicated in the date stamp at the bottom of each page.

Some images appearing in this resource have been purchased from stock photography suppliers Shutterstock and iStockphoto and other third party copyright owners and as such are non-transferable and non-exclusive. Clip arts, font images and illustrations used are from the Microsoft Office Clip Art and Media Library. Some images have been provided by and are the property of William Angliss Institute.

Additional images have been sourced from Flickr and SXC and are used under Creative Commons licence: http://creativecommons.org/licenses/by/2.0/deed.en

File name: TM_Prepare_a_biz_ltr_in_adv_Eng_Refined

http://www.asean.org/

http://creativecommons.org/licenses/by/2.0/deed.en

© ASEAN 2013 Trainee Manual

Prepare a business letter in advanced English

Table of contents

Introduction to trainee manual ........................................................................................... 1

Unit descriptor................................................................................................................... 3

Assessment matrix ........................................................................................................... 5

Glossary ........................................................................................................................... 7

Element 1: Recognise the purposes of different types of business letters in the workplace

......................................................................................................................................... 9

Element 2: Understand the conventions of writing a business letter in English ............... 39

Element 3: Apply the conventions of writing a business letter in English ......................... 59

Presentation of written work ............................................................................................ 75

Recommended reading ................................................................................................... 77

Trainee evaluation sheet ................................................................................................. 79

Trainee self-assessment checklist .................................................................................. 81

© ASEAN 2013 Trainee Manual Prepare a business letter in advanced English

Introduction to trainee manual


Prepare a business letter in advanced English 1


To the Trainee

Congratulations on joining this course. This Trainee Manual is one part of a ‘toolbox’ which is a resource provided to trainees, trainers and assessors to help you become competent in various areas of your work.

The ‘toolbox’ consists of three elements:

A Trainee Manual for you to read and study at home or in class

A Trainer Guide with Power Point slides to help your Trainer explain the content of the training material and provide class activities to help with practice

An Assessment Manual which provides your Assessor with oral and written questions and other assessment tasks to establish whether or not you have achieved competency.

The first thing you may notice is that this training program and the information you find in the Trainee Manual seems different to the textbooks you have used previously. This is because the method of instruction and examination is different. The method used is called Competency based training (CBT) and Competency based assessment (CBA). CBT and CBA is the training and assessment system chosen by ASEAN (Association of South-East Asian Nations) to train people to work in the tourism and hospitality industry throughout all the ASEAN member states.

What is the CBT and CBA system and why has it been adopted by ASEAN?

CBT is a way of training that concentrates on what a worker can do or is required to do at work. The aim is of the training is to enable trainees to perform tasks and duties at a standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes (or recognise the ones the trainee already possesses) to achieve the required competency standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type of worker that industry is looking for and this therefore increases trainees’ chances of obtaining employment.

CBA involves collecting evidence and making a judgement of the extent to which a worker can perform his/her duties at the required competency standard. Where a trainee can already demonstrate a degree of competency, either due to prior training or work experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to recognise this. Please speak to your trainer about RPL if you think this applies to you.

What is a competency standard?

Competency standards are descriptions of the skills and knowledge required to perform a task or activity at the level of a required standard.

242 competency standards for the tourism and hospitality industries throughout the ASEAN region have been developed to cover all the knowledge, skills and attitudes required to work in the following occupational areas:

Housekeeping

Food Production

Food and Beverage Service


2


Front Office

Travel Agencies

Tour Operations.

All of these competency standards are available for you to look at. In fact you will find a summary of each one at the beginning of each Trainee Manual under the heading ‘Unit Descriptor’. The unit descriptor describes the content of the unit you will be studying in the Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and ‘Performance Criteria”. An element is a description of one aspect of what has to be achieved in the workplace. The ‘Performance Criteria’ below each element details the level of performance that needs to be demonstrated to be declared competent.

There are other components of the competency standard:

Unit Title: statement about what is to be done in the workplace

Unit Number: unique number identifying the particular competency

Nominal hours: number of classroom or practical hours usually needed to complete the competency. We call them ‘nominal’ hours because they can vary e.g. sometimes it will take an individual less time to complete a unit of competency because he/she has prior knowledge or work experience in that area.

The final heading you will see before you start reading the Trainee Manual is the ‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in at least 2 – 3 different ways, one of which must be practical. This section outlines three ways assessment can be carried out and includes work projects, written questions and oral questions. The matrix is designed to show you which performance criteria will be assessed and how they will be assessed. Your trainer and/or assessor may also use other assessment methods including ‘Observation Checklist’ and ‘Third Party Statement’. An observation checklist is a way of recording how you perform at work and a third party statement is a statement by a supervisor or employer about the degree of competence they believe you have achieved. This can be based on observing your workplace performance, inspecting your work or gaining feedback from fellow workers.

Your trainer and/or assessor may use other methods to assess you such as:

Journals

Oral presentations

Role plays

Log books

Group projects

Practical demonstrations.

Remember your trainer is there to help you succeed and become competent. Please feel free to ask him or her for more explanation of what you have just read and of what is expected from you and best wishes for your future studies and future career in tourism and hospitality.

Unit descriptor



Unit descriptor


This unit deals with the skills and knowledge required to Prepare a business letter in advanced English in a range of settings within the hotel and travel industries workplace context.

Unit Code:

D1.LAN.CL10.10

Nominal Hours:

60 hours

Element 1: Recognise the purposes of different types of business

letters in the workplace

Performance Criteria

1.1 Identify the purposes of various business to business letters

1.2 Identify the purposes of business to customer letters

1.3 Identify the purposes of letters from employer to employee

Element 2: Understand the conventions of a writing a business

letter in English


2.1 Identify an appropriate format for a business letter

2.2 Explain the importance of tone when writing a business letter in English

2.3 Discuss the type of language preferred in business letters in English

2.4 Plan a response to a business letter

Element 3: Apply the conventions of writing a business letter in

English


3.1 Apply an appropriate format for a business letter in English

3.2 Use an appropriate friendly and professional tone when writing a business letter in English

3.3 Use the type of language preferred in business letters, including correct spelling, punctuation and grammar

Unit descriptor

4


Assessment matrix



Assessment matrix

Showing mapping of Performance Criteria against Work Projects, Written

Questions and Oral Questions

The Assessment Matrix indicates three of the most common assessment activities your Assessor may use to assess your understanding of the content of this manual and your performance - Work Projects, Written Questions and Oral Questions. It also indicates where you can find the subject content related to these assessment activities in the Trainee Manual (i.e. under which element or performance criteria). As explained in the Introduction, however, the assessors are free to choose which assessment activities are most suitable to best capture evidence of competency as they deem appropriate for individual students.

Work

Projects

Written

Questions

Oral

Questions



1.1 1 1,2


1.2 3 3


1.3 4 4

Element 2: Understand the conventions of a writing a business letter in English


2.1 5, 6 5, 6, 7


2.2 7, 8, 9 8, 9


2.3 2, 10, 11 10, 11

2.4 Plan a response to a business letter 2.4 12 12

Element 3: Apply the conventions of writing a business letter in English


3.1 13 13, 14


3.2 14, 15 15


3.3 16, 17, 18 16

Assessment matrix

6


Glossary



Glossary

Term Explanation

Active voice The subject of the verb causing the action or causing the happening denoted by the verb

Concise Short, brief

Confirm State with assurance, affirm

Cohesion Forming a united whole

Convention The way something is generally done

Dismissal To terminate employment

Essential Necessary

Format The structure or layout

Identify Determine

Layout Format or design

Passive voice The subject of the verb is the recipient of the action

Persuade Convince

Purpose Reason

Quotation Cost of goods or service

Refund Return money or goods

Request Ask for something

Response Reply

Salutation Greeting

Signature A person’s name written as a form of identification

Glossary

8


Term Explanation

Terms Conditions

Unambiguous Clearly defined




Element 1:

Recognise the purposes of different

types of business letters in the

workplace

1.1 Identify the purposes of various business to

business letters

Introduction

There are many reasons why a business may send a letter to another business such as in order to explain terms and conditions, to give a price quotation or to introduce a person. Most letters will be written in the form of an email but posted letters are still common and it is important that you are able to identify the purpose of various types of business to business letters in order to be able to respond appropriately. Email is an electronic form of letter and business to business letters will also come as emails.

Different types of business to business letters

There are many different purposes for business to business letters and the language that is used in each type of letter varies with the intended purpose. Some examples of business to business letters may include:

Explaining terms and conditions

Complaining about faulty goods or poor service

Requesting a refund or exchange

Giving a price quotation

Giving or refusing a credit application

Sales letters or product information updates

Introducing a new person or policy

Invitations to a product launch or event

Persuading through promotional material or marketing and sales offer letters.

The function or purpose of the letter is important to understand as this will affect the style of language within the letter.


10


Example letters

Read the letters below and identify the purpose for each letter. Discuss with your partner. Use the examples above to help you.

Example 1

Example 2

Example 3

Dear Mr. Jones,

I am writing to introduce myself. My name is Julia Smith and I am the Central Region Sales Manager for Bye Bye Travel agency. The previous sales manager, Chris Noss, has left the company and I will take over his role.

I look forward to working with you in the near future.

Best Regards,

Julia Smith Central Region Sales Manager

Bye Bye Travel

Dear Valued Client,

Golden Village Hotel and Resort will be hosting its famous New Year’s Eve party on the 31st December in the Lagoon restaurant.

As a long term client we would like to extend an invitation to you and your staff to attend the end of year event.

Please RSVP by the 15th December to confirm your table.

Best Wishes,

The Golden Village Hotel and Resort

Dear GM,

I am writing to inform you that our credit terms have changed from 90 days to 60 days. Please be aware that from January you will be required to pay outstanding bills within 60 days of placing your order.

If you need any more information, please feel free to contact our finance department.

Best Regards,

Dayton Cleaning Products




Example 4

Example 5

Jester Restaurant & Bar 22 Long Rd Mayes, UK

Harry Stone Chief Accountant Big Beer Brewery The Industrial Estate Bruntsfield, UK

Dear Mr.Stone,

I am writing to request a refund or replacement for our last shipment of beer we received on the 8th September. 27 bottles were broken or damaged. Attached are several photos of the damaged goods.

Please advise when you can respond to this request.

Regards,

Caroline Hobbes

F& B Manager

Hi Lucy,

Thanks for your request regarding prices for our new products. Our full price list has been

updated and you can view the complete list at www.fullpricelistacme.com for specials and new

items.

The three items you requested are currently at the prices below:

Black garbage bags (large) $14.00 per box of 100

Black garbage bags (medium) $11.00 per box of 100

Black garbage bags (small) $9.50 per box of 100.

If you need any more information, you can call me on 0990 122 337. Cheers,

Bryan Joss Sales Manager

Bags Galore Pty Ltd

http://www.fullpricelistacme.com/


12


Activity

Read the various letters again and circle the language that shows you what the purpose of the letters is. Discuss with your partner. Did you circle the same information?

Which letters are more formal? How can you tell?

1.2 Identify the purposes of business to customer

letters

Introduction

Writing letters and emails from one business to another is common but you may also have to write a letter from your business to a customer. There are many reasons why you might write to a customer, for example, to respond to a request or complaint, or to offer a special deal or discount. It is important that you can recognise the purpose of business to customer letters so you can use the appropriate language.

Types of business to customer letters

There are many different purposes for business to customer letters and the language that is used in each type of letter varies with the intended purpose. Some examples of the purpose of business to customer letters may include:

Confirming bookings, itineraries, payments

Sending an invitation

Offering special deals and discounts

Persuading

Providing information about terms and conditions

Responding to a complaint, suggestion or enquiry

Thanking and welcoming new customers.

There may be many more reasons for writing to a customer and it is likely that you will have to write to a customer at some point in your career.




Example letter Activity

Read the two letters below and complete the activities. What is the purpose of each letter?

Underline

Look for these words and phrases in Mr. Mancini’s letter and underline them in the text above.

Co-operating efficiently

Impressed

Dependable

Responsibility

Energetic

Skilled

Willing to do

Leadership

Confidentiality

Politeness

Quality of service

Fantastic attitude

Professionalism.

Dear Mr. Bari,

Thank you for a wonderful time. Once again, I was extremely impressed with the quality of service, the politeness and the professionalism of your staff.

They all had a fantastic attitude. Every one of your staff was pleasant to talk to, confident, respectful, and dependable. It’s great to see how well they work together as a team, co-operating efficiently and always looking to see what needs to be done next.

The room service staff and the restaurant staff were skilled in each task they performed.

Each staff member seems to be energetic and willing to do whatever is asked. Some of them are very good at accepting responsibility and showing leadership.

There were a couple of situations when confidentiality was very important for my business colleagues and your staff was excellent in this regard.

You must be very proud of them.

Thank you again.

Yours sincerely

Roger Mancini


14


Activity: Match meanings

Now draw a line between the following phrases and their correct meanings.

Skilled

Politeness

Quality of service

Co-operating efficiently

Willing to do

Impressed

Ready/eager to help others

A team working well together

Being very good at what you do

Always using good manners

Very happy with

Providing high quality service

Activity: Gap fill

Read the following letter written to the manager of another hotel. Complete the letter by using appropriate words from the words in the box above.

Dear Sir,

I am writing to say that I did not enjoy my stay at your hotel. I was not

___________________ with the ______________ ____

_______________.

I didn’t find the staff very ______________ in their work and some were not ______________

____ ____ anything extra.

I heard some staff arguing with each other and it was clear that they were not

____ - __________________ __________________ together. I think it is reasonable to expect

that guests are treated with __________________ and I’m sorry to say that the concierge was very rude to me when I asked him where my taxi was.

I will not be recommending your hotel to anyone else.

Yours faithfully,

Angry customer

Angry customer




Activity: Comprehension

Answer the following questions about the two letters.

1. Write down three things the angry customer was not happy with.

___________________________________________________________________

2. What did Mr. Roger Mancini say about the room service staff?

___________________________________________________________________

3. What does Mr. Mancini say about the quality of service?

___________________________________________________________________

4. What does the angry customer say about the concierge?

___________________________________________________________________

5. Which hotel would you like to stay in? Why?

___________________________________________________________________

6. Which hotel would you like to work in? Why?

___________________________________________________________________


16


Activity: The Khan family’s difficulties

The Khan family had some difficulties when they visited Mada’in Saleh.

In groups, discuss the following:

Have you ever had a bad experience while travelling?

What was it?

Was it someone else’s fault or was it yours?

Who did you complain to?

Read the following text about the Khan’s visit to Al Ula:

Activity: Difficult Situations

The Khan family arrived at the hotel resort in Al Ula. They were very happy with their suite of rooms. Mr Khan and Monir returned to the front desk and made a booking for a driver and a tour guide officer to take them to visit the tombs the following morning. He also asked the front desk attendant to arrange for the necessary permits for his family and for Mrs Khan’s friend, Sara. He then asked if he could book a 4X4 desert drive for Monir. The front desk attendant said that he would make the booking. Monir was very excited. However, some time later, he called Mr Khan to say that, unfortunately, there were no places left on the 4X4 desert drive because it was fully booked. Mr Khan gave Monir the bad news. Monir was extremely disappointed.

The family went to the ground floor restaurant. In the restaurant, Mrs Khan saw her friend, Sara. After dinner, Mr Khan asked if Sara would like to join them for an after-dinner drink. They went to the Arabesque Tea Room together. When they got to the tea room, there were no tables left. There was nowhere else to talk, so they stood in the foyer. This made them feel very uncomfortable.

The following morning, the Khan family and Sara met with the driver and tour guide in the foyer of the hotel. The guide gave each of them an information pamphlet about the tombs they were going to visit. The guide handed the family’s permits to Mr Khan, who suddenly realised that Sara’s permit was missing. He asked the guide where Sara’s permit was. The guide was very apologetic, but said that Sara would not be able to enter the tombs without a permit. Mr and Mrs Khan complained to him because they had requested the permits the previous day. Sara got out of the car and reluctantly said goodbye to the Khans.

Now, read the text again and underline the difficult situations which the Khans

might later complain about.

Mr Khan’s complaint

Mr Khan is not satisfied by the service he has received at the hotel. He writes a letter to the manager of the hotel to express his dissatisfaction.

Look in your dictionary to find the meanings of these key words

Stress Terrible Disappointed Annoyed

Unhappily Shocked Frustrated Dissatisfied

Embarrassment Uncomfortable




Read Mr Khan’s letter of complaint and fill in the words from the list below:

Dear Sir

I am writing to tell you that I am 1) d___________________ with the handling of certain matters by your staff since I arrived at your hotel.

To begin with, after speaking to the front desk attendant, my son and I believed that we had booked a seat for him on a 4X4 desert drive.

A couple of hours later, we were told that the trip was already fully booked. I became 2)

f_____________________ because the front desk attendant did not offer an apology or suggest a different activity for my son.

My son was very 3)_d__________________, which caused my wife and I a great deal of 4)

s___________.

That evening, both the tea room and the restaurant were full. I was 5) s______________ that your staff did not provide my family with any suggestions about where we could have after-dinner drinks

with our friend. We sat 6) u__________________ in the foyer of the hotel, while other guests stared at us. This was a very

7) u____________________ experience.

Furthermore, I was most 8) a_____________ by the following matter.

My family and our friend booked a private tour of Mada’in Saleh for today. We had arranged for

permits for everyone so we could enter the tombs. You could imagine my 9)

e____________________ when the tour guide officer handed over my family’s permits, but did not have one for our friend. Our friend was not able to go on the tour as planned, which left us feeling

10) t________________.

I believe I should be entitled to a partial refund for the tour of Mada’in Saleh, and an apology from both the front desk attendant and the food and beverage attendant at the tea room. I would be grateful if you would deal with these matters as soon as possible.

I look forward to hearing from you. Yours faithfully

Ameer Khan

Ameer Khan

Embarrassment Dissatisfied Stress

Annoyed Frustrated Unhappy

Disappointed Uncomfortable Shocked


18


Replying to written complaints

The manager’s reply

The manager of the hotel where the Khan family are staying writes a reply to Mr Khan’s letter of complaint.

Match the following key words from the manager’s letter, with their definitions:

1. Apologise A. Showing that you really mean what you say

in order to keep good customer relations

Assure B. To maintain/to keep

Inconvenience C. The trouble that arises from something

Uphold D. To say that you are sorry for something that

has happened

Reputation E. Friendly feelings towards other people

Unfortunate F. The opinion people have about something

Rectify G. An action that you do that shows other

people how you feel about something

Gesture H. Something you feel sorry about

Goodwill I. To promise that something will happen in

the future, so that you don’t feel worried.

Sincerely J. To fix

Answers:

1. _______

2. _______

3. _______

4. _______

5. _______

6. _______

7. _______

8. _______

9. _______

10. _______




Read the following segments of the manager’s letter to Mr Khan. The segments

need to be rearranged in the correct order. Write down the correct order in the

spaces provided below the letter.

Segment 1

Firstly, in regard to the booking for the 4 x 4 desert drive. I have spoken to the front desk attendant that served you. He is very concerned about the matter and wants you to know that he didn’t mean to upset you or your son.

Segment 2

Secondly, the tea room and restaurant staff were incredibly busy on the evening that you wanted to have after dinner drinks. It is very unfortunate that the only place where you could talk with your friend was in the foyer of the hotel. I will be instructing my staff to make sure that such a situation is not repeated and that every effort is made to attend to guests’ needs.

Segment 3

Thank you for bringing the problems to my attention. I can personally guarantee that the excellent reputation of the hotel will be upheld in the future. I hope you enjoy the rest of your stay at our hotel.

Yours sincerely

Mr H. Idris

Hotel manager

Segment 4

Thirdly, I would like to address the problem of the tour permits. I assure you that this is the first time that something like this has happened to one of our valuable customers and I am sorry for any inconvenience that you and your friend experienced.

Segment 5

Dear Mr Khan

I received your letter about the problems you have experienced since your arrival at our hotel. I am very sorry that you have had some difficulties and I want to assure you that these matters have been rectified.

The correct order of segments is:

1. _______

2. _______

3. _______

4. _______

5. _______


20


Activity

Read the letter below. What is the purpose of the letter? Fill in the gaps with the correct words from the list.

as well as contact discussions place attached

chosen In addition selected

Arm’s Length Conference Centre 99 Bell Street, Stanford, MD 22182

21st August, 2015 Mr. Boris Engels ABC Networking 777 Booker Rd, Stanford, MD 22182

Dear Mr. Engels,

We are pleased that you have (a) ________________ Arm’s Length Conference Centre to hold your team building workshop. This letter is to confirm the telephone (b) __________________ we had.

The workshop will take (c) ___________ on the 25th November and you are expecting 45 participants. You require one medium room with 8 round tables and 50 chairs. (d) ________________, you will need a projector, whiteboard, (e) _______________ a flip chart.

I have (f) _______________ a cost summary for your workshop and if you have any further questions, please do not hesitate to (g) ____________ me.

We are pleased that you have (h) _____________ Arm’s Length Conference Centre for your workshop and we look forward to meeting you soon.

Sincerely,

Mike Mathews Conference Planner

Arm’s Length Conference Centre




1.3 Identify the purposes of letters from employer

to employee

Introduction

There are many different situations where a letter from an employer to an employee may be required. Whether for human relations matters, letters of congratulations or an invitation letter, an employer will often need to send an email or letter to an employee. It is critical that you understand the purpose of an employer to employee letter in order to be able to respond appropriately.

Examples of types of employer to employee letters

There are many different purposes for letters from an employer to an employee and these could include:

Confirming employment and welcoming an employee

Outlining company policies and procedures

Explaining employee’s responsibilities and entitlements

Congratulating and acknowledging fine performance

Confirming staff appraisal outcomes and training plans

Warning and/or dismissing.

What is the purpose of these letters?

Read the following letters and determine the purpose of each one. Discuss with your partner. Do you agree?

Example 1

14th June Angela Macduff 24 Reed Street, Mason town

Dear Angela,

We appreciate your interest in working at Global Travel and the position of Sales Executive for which you applied. We are reviewing applications currently and expect to schedule interviews in the next couple of weeks. If you are selected for an interview, you can expect a phone call from our Human Resources staff shortly.

Thank you, again, for your interest in our company. We appreciate the effort you put into submitting this application.

Regards,

Ian Jenkins

Director of Human Resources


22


Example 2

Example 3

From: HR Manager

Date: 26th May

Re: Written Warning for Attendance

This is an official written warning for your failure to perform the required aspects of your position by attending work on time and as scheduled. You have arrived over thirty minutes late for work on three occasions in the past week.

Since timely attendance is a significant factor in serving our customers in your customer service role, this attendance is unacceptable. Phone coverage is scheduled to provide the best service to customers.

Your line manager has provided verbal support for earlier punctuality issues. This verbal support has not created the appropriate outcome and you have continued to arrive late for your shifts. As a result, this written warning is being sent to you to remind you of the importance of punctuality and to give you an opportunity to improve your work performance.

Any further punctuality issues will incur further disciplinary action which may include termination of your employment.

A copy of this written warning will be kept in your official personnel file.

Bryan Mannix Bryan Mannix, HR Manager Date: 26th May

Dear Julie,

All of us at the Norton Island Resort would like to wish you a warm welcome in your new position of Front Office Manager. This is an important role and we are pleased to have you on board to lead the team.

Please feel free to ask any questions and we will do our best to assist you.

Once again, welcome to the team!

Sincerely,

Bob Smart General Manager

Norton Island Resort




Job Advertisements

There are phrases and vocabulary you need to be familiar with when you are applying for a job. This vocabulary exercise introduces you to some of these specific words.

Job vocabulary

Match the job vocabulary (Column A) with the correct meaning (Column B) and write your answers in the spaces provided. The first one has been done for you.

Column A Column B

1 position A the money someone is paid for doing a job

2 part-time B a job

3 Full-time C a job that requires a person to go to work every working day of the week

4 salary D a job that requires a person to work less than every working day of the week.

5 experience E to speak a language easily and correctly

6 letter of application F to call someone or email someone about a particular matter

7 efficiently G the letter that a person sends when applying for a job

8 fluently H knowledge of the job, because the person has been doing that kind of work before

9 duties I to do tasks well, without wasting time or effort

10 contact J the work that has to be done as part of a person’s job

Answers:

1. __B__

2. _______

3. _______

4. _______

5. _______

6. _______

7. _______

8. _______

9. _______

10. _______


24


Job Advertisements

Fill in the gaps in the following job advertisement, using the words from the vocabulary list in exercise A. The first letter of each word has been given to help you.

ASSISTANT CHEF

A p ______t_________position exists for an assistant chef in our modern

restaurant. You will need to be very hard working, with a passion for high

quality food preparation.

You must be able to work very e_____________________ in a high-

pressured environment.

You must be able to speak English f___________________ and be able

to follow recipes written in English.

Your main d______________ will be helping the head chef in the

preparation of the soups and meat dishes.

You will receive an excellent monthly s______________

For further information, please c______________the restaurant on 456 987 625

Send your letter of a____________________ to

Mr Pal Khoury

Murabba Restaurant,

220 Uman Street, Stanley




Now read the following job advertisement and answer the questions below.

Front-desk attendant required

187 room, 5 star hotel in the heart of Roma

The suitable candidate should have experience in front office computer systems,

be able to work in a team and have high standards of customer service.

Please send your CV and letter of application to:

Mr Marsha Thana

Personnel Manager

Roma Hotel

67 Makan Road, Roma

Phone 456 222 980

Applications close on 30th July.

Key words:

Candidate - someone who is being considered for a job.

CV - also called a résumé - a list of personal details, education and interests. Usually

sent with a letter of application when applying for a job

Letter of application - a letter that people send when they are applying for a job. The

letter contains the reasons why they think they are suitable for this job.

1. What job is being advertised?

__________________________________________________________

2. Where is the job?

__________________________________________________________

3. What experience does the successful candidate need for the job?

__________________________________________________________

4. Applicants have to send a CV. What is a CV?

__________________________________________________________

5. Applicants also have to send a letter of application. What is a letter of application?

__________________________________________________________

6. What does the phrase ‘applications close on 30th July’ mean?

__________________________________________________________


26


Letters of Application

When a person applies for a job they should use polite, formal language.

Read the following letter of application:

Letter of application 1

28th July

To Whom It May Concern

I would like to apply for the job that was in the newspaper on Saturday, 16th July, for a front desk attendant.

I am currently unemployed. Up until three months ago, I was working at a hotel in Central Tokyo.

During this time, I gained a lot of experience working in the hotel industry.

English is my first language, but I can also speak some Japanese.

I hope you will consider my application. I am a very hard worker and I have excellent customer service skills.

I look forward to hearing from you.

Yours faithfully

Neil Banner




In pairs, match the polite, formal language with the informal language.

Polite, formal language Informal language

1. To whom it may concern a. best wishes

2. I would like to apply b. think about my request for the job

3. currently unemployed c. I decided to write you a letter

4. gained a lot of experience d. I hope you get in touch

5. consider my application e. Dear Mr Khoury

6. I look forward to hearing from you f. done a lot of work

7. yours faithfully g. have no job at the moment

Answers:

1. ________

2. ________

3. ________

4. ________

5. ________

6. ________

7. ________


28


Now read letter of application 2

Letter of Application 2

17th July

Dear Mr. Jacobs,

I am interested in the position of front desk attendant, advertised in the Dragon News on Saturday, 16th July.

I have recently finished a Degree in Hospitality and I am looking forward to starting my career. I can speak two languages, French and English, and I have excellent telephone and computer skills.

It would be a great opportunity for me if I could work in such a famous hotel.

If you need any more details, I would be very happy to provide them. I can be contacted at any time on 456 780 462

I am available for an interview at any time.

Yours sincerely

Marcel Maurice 92 Salty Road, Richmond

Compare the expressions used in letter of application 1 and 2.

Tick the correct box:

Question Letter 1 Letter 2 Not used

1 How does the letter begin?

Dear Sir

To Whom it May Concern

Dear Mr. Jacobs

2. Which expressions were used in the opening sentence?

I would like to apply

I’m writing to you

I am interested in the position




Question Letter 1 Letter 2 Not used

3. Which expressions are used in the closing sentence?

I look forward to hearing from you

I am available to attend an interview at any time

I can’t wait to hear from you

4. How does the letter end?

Yours faithfully

Yours sincerely

Best wishes


30


Activity: Gap fill

Read the following two job advertisements. Fill in the gaps with the correct words from the list below. The first letter of each word has been provided to help you.

apply applicant experience part time salary

contact position details candidates fluency

Event officer

Join our exciting company.

We have a magnificent conference centre and are seeking an events officer to organise conferences.

1. P______ ________ work is available, three days a week

2. F____________ in English is essential.

Suitable 3. c__________________ must be able to work in a team and have excellent management skills.

The 4. s____________ per year will depend on your level of experience.

Please email your 5. d____________to Mr Abdul at [email protected]

Cargo officer

A 6. p_______________ exists for the right person to join our cargo operations team.

We are a busy international airport. You will be handling telephone inquiries and dealing with walk-in customers.

You will also be required to process documents and weigh baggage.

Only hard working people, able to work in a team, should

7. a____________.

Previous 8. e________________ is necessary.

The successful 9. a__________________must have excellent English skills.

For further information

10. C_________ Mr Roger Sales King Reuben International Airport Rowanston Telephone 222 1700

mailto:[email protected]




Listen, speak, take notes

You are now going to do an activity which requires you to listen, speak and take down notes. Read the following instructions:

Your trainer is going to give you a job card

Read the job card carefully

Look up any words from the job card that you do not understand

Move around the classroom and ask other trainees ‘what do you do in your job?’

Listen carefully as other trainees read out their job description

Write the name of the job and the trainee’s name in the spaces provided on the survey sheet below.

One duty I perform Name of Job Student’s Name

I organise major events in the hotel

I take people on tours

I stock room refrigerators.

I keep records of staff members’ hours/pay.

I clean public areas in hotels.

I design package tours.

I organise hotel taxis.

I market/sell tours to travel agents.

I handle passengers’ luggage.

I work at night in a hotel.

I make sure hotel bills are paid.

I give brochures to tourists.

I carry guests’ luggage.

I make bookings for tourists.

I work in the kitchen.

I work at the airport confirming passengers’ identities.


32


Job cards

I am the person responsible for handling the luggage at the airport. I load luggage onto the plane before its departure and take it off after arrival.

I am a

cargo officer.

I assist tourists with travel plans and answer their questions. I make reservations and bookings for tours. I am knowledgeable about places of interest.

I am a

tour reservations officer.

I am responsible for the room refrigerator in hotel rooms. I stock each room refrigerator with water, juice and snacks. When guests check out, I record what has been taken.

I am a

room refrigerator attendant.

I work in the kitchen and my main duty is food preparation. I sometimes check the stock and assist the chef.

I am the

cook assistant.




I carry luggage for guests to and from their rooms. Sometimes I take guests’ luggage outside to a waiting taxi.

I am a

porter.

I work in the tourist information centre and provide information about tours and accommodation. I often give tourists brochures about various tourist attractions.

I am a

tourist information centre officer.

I work for a company and deal with travel agents and tourist information officers, promoting package holidays and tours. My job is to market and sell these packages.

I am a

sales and marketing representative.

I work in a hotel, often in and around the foyer. I meet many guests and help them make bookings for restaurants and taxis. I provide them with information about the local area and try to answer their questions.

I am a

concierge.


34


I take people on tours to places of interest. I give general and historical information to tourists about these places. I am responsible for the safety of everyone on the tour.

I am a

tour guide officer.

I design package tours and holidays to different countries and places of interest. Sometimes these packages are designed for particular age groups such as younger or older people.

I am a

tour product developer.

I am responsible for cleaning the public areas of the hotel, such as the foyer, the corridors and the restrooms. I sweep the area in front of the hotel.

I am a

public area cleaner.

I work at the airport. I have many duties, including confirming passengers’ identities and issuing boarding passes.

I am an

airport passenger services officer.




I work in a hotel at night. Sometimes I need to register guests, but my main duties are to compile and check daily record sheets, prepare invoices and receipts.

I am the

night auditor.

I complete basic bookkeeping and accountancy tasks. I keep financial records. I make sure the hotel’s bills are paid and record income.

I am a

hotel accounts clerk.

I am responsible for the organisation and running of major and minor events in the hotel. For example, I organise meetings, conferences and celebrations such as wedding receptions.

I am the

event officer.

I am responsible for keeping accurate records about employees. This includes records of qualifications, employment and salary.

I am a

human resource officer.


36


Work Projects

It is a requirement of this Unit that you complete Work Projects as advised by your Trainer. You must submit documentation, suitable evidence or other relevant proof of completion of the project to your Trainer by the agreed date.

1.1 Provide your trainer with three examples of business to business letters or emails from your workplace.

Describe the purpose of each letter to your trainer

1.2. Provide three examples of business to customer letters or emails from your workplace.


1.3. Provide three examples of employer to employee letters or emails from your workplace.





Summary

Recognise the purposes of different types of business letters in the

workplace

There are many different reasons why you may have to write or receive letters or emails in the workplace. There are various types of reasons why a customer or your organisation may have to write a letter or email and it is important that you can identify the purpose of business correspondence so you can respond appropriately. The main types of letters or emails that you will be required to understand include:

Business to business letters: explaining terms and conditions, price quotations, complaints

Business to customer letters: confirming bookings, invitations, offering special deals

Employer to employee letters: confirming employment, welcoming staff, warning letters.


38





Element 2:

Understand the conventions of

writing a business letter in English

2.1 Identify an appropriate format for a business

letter

Introduction

Writing a business letter requires certain skills as business letters follow specific formats relating to this writing genre. It is important to be able to write a business letter the correct way as this will help avoid confusion by documenting information in a logical and organised manner.

Business letter example

Look at the example letter below. Match the labels with the correct numbers. Check your answers with your partner.

(1) Jester Restaurant & Bar

22 Long Rd

(2) 1st April Mayes, UK

Harry Stone

Chief Accountant, Big Beer Brewery

The Industrial Estate, Bruntsfield, UK

(4)Dear Mr.Stone,

I am writing to request a refund or replacement for our last shipment of beer we received on the 8th

September. 27 bottles were broken or damaged. Attached are several photos of the damaged goods.

Please advise when you can respond to this request.

(6) Regards,

(7)Caroline Hobbes

Caroline Hobbes

(8)F& B Manager

(5)

a) Inside address b) Company address c) Salutation d) Date e) Signature

f) Body g) Job title h) Close

(3)


40


Letter format

Contact Information (Your contact information) Your Name Your Address Your City, State, Post Code Your Phone Number Your Email Address

Date

Contact Information (The person or company you are writing to) Name Title Company Address City, State, Post Code

Salutation

Dear Mr./Ms. Last Name: (Use a formal salutation not a first name)

Body of Business Letter

When writing a business letter, keep your letter simple and targeted, so the purpose of your letter is clear. Single space your letter and leave a space between each paragraph. Left justify your letter.

The first paragraph of your business letter should provide an introduction to why you are writing.

Then, in the following paragraphs provide more information and specific details about your request. Explain why you are writing so it's easy for the reader to understand what you are asking.

The last paragraph of your letter should reiterate the reason you are writing and thank the reader for reviewing your request.

Leave a blank line after the salutation, between each paragraph, and before the complimentary close.

Complimentary Close:

Respectfully yours,

Signature:

Handwritten Signature (for a mailed letter)

Typed Signature




Blank fill

Fill in the blanks in the following emails, choosing the correct word from the boxes provided.

confirm appointment pamphlet mistake

From: Joe Smith

To: Rasta Printing Services

Subject: An appointment time

Date: Tuesday, July 8th

I would like to make an ______________________ to discuss the new tourist

___________________you are printing for us. There seems to be a _____________ with my

order. Would 10 am next Tuesday be a suitable time for us to talk about the problem?

Please ________________ the meeting time in an email to me as soon as possible.

accept reassure inconvenience

From: Rasta Printing Services

To: Joe Smith

Subject: Re: an appointment time

Date: Monday, July 14th

Unfortunately, I can’t meet you at 10 am tomorrow. Could you please come and see me at 2

pm in the afternoon, instead. I am very sorry for any _________________________ and I want

to _________________ you that everything will be done to fix the problem. Please

_____________my apologies.

advice cancel responding

From: Joe Smith

To: Rasta Printing Services

Subject: Cancel the order

Date: Monday, July 14th

Thank you for _________________________ so quickly to my email. I have received some

______________ from my manager and we have decided to ___________________ the order

as we don’t think there is an easy solution to the problem.


42


2.2 Explain the importance of tone when writing a

business letter in English

Introduction

Using the appropriate tone and register in business letters is absolutely critical in order to communicate effectively. Using a formal tone for a close friend or colleague, could convey a strong message that you are not happy with them and using an informal tone in the wrong context could make the reader feel disrespected or uncomfortable. As second language learners, getting the tone correct in a business letter can be a challenge but it is an important skill to master in order to be able to communicate effectively.

Tone

Tone has been shown to affect how readable a letter is. Using the wrong tone can negatively impact on the intended message and can cause the reader to become disinterested or upset. There are certain factors that you should consider when selecting the appropriate register for your letters. These include:

Understanding the purpose of your letter

Identifying who the audience is

What is the intended outcome of the letter or what do you want readers to learn or do after they read the letter

Understand the relationship between your role and others (for example, you may use a different tone when writing to your boss as opposed to writing to a close colleague in the same position).

In general, most business letters should be more formal than other letters. There are some exceptions, such as inviting a close colleague out for lunch, but usually business letters and emails are fairly formal.

Tips for getting the tone right

Use fairly formal tone

Don’t be too formal if the situation does not require it

Avoid capitalisation as this is the same as yelling when writing

Use short sentences

Create a compassionate and professional tone

Avoid using the passive voice (for example, ‘you can write a letter.’ not ‘a letter can be written by you.’)

Use the pronoun ‘we’ or ‘the organisation is happy to....’ or ‘the resort ...’

Use the active voice (for example, ‘we made a mistake with your delivery.’ not ‘a mistake was made with the delivery.’)

Be careful when using the pronoun ‘you’ as it sounds accusatory in some instances

Use the pronoun ‘you’ to create a closer relationship to the reader (for example, ‘you can use the internet facilities for free.’ not ‘clients can use the internet for free.’)




Activity

Read the email booking enquiry from Sylvia Roberts and the reply from the Reservations Manager. In pairs determine:

What is the purpose of the email?

Is the message clear?

Is the tone polite or rude?

What language identifies the tone of the email?


44


Activity

Now look at the email below which responds to a room booking. Is the tone appropriate? What parts are inappropriate?

Activity

Rewrite the email using a more appropriate tone. Share with your partner and discuss what you changed to make the email more effective.

Now read the emails below and decide what is wrong with each email.

From: [email protected] To: Sylvia Roberts

Sylvia,

The room is booked. It costs $170 per night. You must pay 100% by tomorrow or I will CANCEL you booking!

Bob

To: Professor Rand From: Julie Stewart

Hiya Prof,

I wonder if you could give me some help with the assignment you gave us. I just don’t get what u want me to do????? I will pop in for a chat later and you can fill me in. Hope that’s cool with u ;).

Catch ya later,

Jules x

To: Cleaning Staff, ACME Clean From: Director

Dear Cleaning Staff,

It has come to my attention that some of you are unhappy with your remuneration. If you don’t like working here, the door is always open for you to leave. I have never met a bunch of complainers like you. Who do you think you are?

There will be no discussion about pay increases and you will all stop this stupid talk.

I hope this message is LOUD AND CLEAR!!!!!!

Sincerely,

Your Boss

mailto:[email protected]




2.3 Discuss the type of language preferred in

business letters in English

Introduction

There are many things to think about when writing a business letter from considering your audience to using the correct format. The language that you choose is also critical to the effectiveness of your letter or email. Spelling and grammar are also important elements to control as incorrect spelling or grammar can send a negative impression. Using polite language is also a key factor in achieving the overall purpose for your letter.

Choosing the correct language

Below are some things you should consider when selecting the appropriate language for a business letter or email.

You should use:

Language that is unambiguous and concise

Active voice rather than passive, for example, “I will discuss the matter with my staff.” not “The matter will be discussed.”

Friendly language that avoids difficult vocabulary and complex sentences

Language that is specific rather than general, for example, “I will get back to you by close of business today.” not “I will get back to you later.”

Non-offensive or sexist language

Polite language rather than bossy or demanding language

Offers of assistance in the last paragraph, for example, “Feel free to contact us for further information.”

Correct grammar and spelling with a clear order and cohesion of ideas

Correct spelling and punctuation.


46


Activity

The following activities review good business writing language use. Complete the exercises then check your answers with your partner.

1 Complete the list of tips with the correct words and phrases from the box.

Organising your email or letter appropriately

a. Choose the important __________ to write in your email.

b. Keep letters and email __________ (1 page for letters and 2-5 lines or paragraphs for emails)

c. Be __________, but use simple and __________ words.

d. Avoid writing long, __________ sentences.

e. Write for the __________, not for yourself.

Now complete the word group with a similar word from Activity 1.

a. concise, short, __________

b. friendly, courteous, __________

c. difficult, complex, __________

d. ideas, items, __________

2 Organise the following parts of a letter or email in a logical order.

The format of a letter or email

_____ Reason for writing

_____ Taking action

_____ Concluding

_____ Opening greeting or salutation

_____ Connecting with the reader

_____ Closing

_____ Giving good or bad news, requests, agreeing to requests

reader polite simple points brief complicated direct




3 Using the parts from Exercise 2, write the correct headings in each space

below.

a) _________________ Dear Mr. Jones Hi Bob

b) _______________________ In regards to your phone call Thanks for the phone call this afternoon....

c) ________________________ I would like to inform you.... Just to let you know

d) _________________________ I would appreciate it if you could.... Could you....?

e) _________________________ I would be delighted/pleased to assist you. I’d be glad to help out.

f) _________________________ If you have any further questions, please do not Let me know if you need anything else hesitate to contact me

g) ________________________ Sincerely Mr. James Roberts Best Wishes Cheers

There are two styles of business writing: formal and informal. Look at the examples

above and identify which phrases are informal or formal. For example:

Hi Bob = informal Dear Mr. Jones = formal

4 Use the correct information from the box to complete the email below.

your arrival

your departure

sincerely

faithfully

look forward to

hope

Dear Mr.

Dear Sir

However

As requested

We would appreciate

inform

confirm

request

From: The Green Hotel

To: Mr. Bob Jones

Dear Mr. Jones,

This email is to ______________ your booking for a double room from the 6th April until the 10th

April, at $150.00 per night.

_____________, we will hold the room until midnight on the day of _____________.

We ________________ seeing you in April.

Yours _____________,

Grace Bussard

Front Office Manager


48


Grammar and spelling

Read the following emails. There are ten grammar or spelling mistakes. Circle the mistakes and correct them.

Email A

Email B

Email C

Dear Bob,

Further to our telephones discussion, I am providing you with a map with directions for geting to the Tourism Conference, which you will find attached. I shall see you on Friday 20th May at 2pm. Should you had any problems in getting here, please do not hesitate to call me in the number below.

All the best,

Candice Blair

Tel: 122-556

Dear Mrs. Plow,

Thanks you for showing an interesting in our company. Unfortunately, we are unable to met with you until next month. If this timeline is suitable, we would be happy to send a sales representative to meet with you.

Please let us knows a convenient time to meet you.

Thanks again for your correspondence.

Regards,

Carl Knott

Daer Ronan,

Hear are your travel details (attached).

I’ll let you know which hotel you’re in as soon as I know.

Has a nice week!

Craig




Activity

Read the next three emails which are variations of the first three emails. Without looking at the first emails, change the language that is in italics with phrases from the previous three emails.

Dear Bob,

After our telephone discussion, I am providing you with a map with directions for getting to the

Tourism Conference, which you can see included. I shall see you on Friday 20th May at 2pm.

Should you have any problems in getting here, please feel that you can call me on the number

below.

I hope that everything goes well for you in general.

Candice Blair Tel: 122-556

Dear Mrs. Plow,

Thank you for showing an interest in our company. The bad news is that, we are unable to meet

with you until next month. If this timeline is suitable, we would be happy to send a sales

representative to meet with you.

Please let us know a convenient time to meet you.

Once again I want to say that I am thankful for your correspondence.

Cheers, Carl Knott

Dear Ronan,

Here are your travel details (attached).

I’ll advise you which hotel you’re in immediately when I know.

Have a nice week!

Craig


50



Introduction

Planning is an important stage in any process and when responding to a business letter or email it is vital that you plan before you write. It is necessary to identify the main points in the letter to determine what the writer requires. It is important not to write a response to a letter or email when you are angry or emotional. Planning your response allows you to make sure that you write effectively and concisely.

Planning effectively

After carefully reading the letter or email that you have received, it is important to plan how you will respond. Before writing your response you should:

Read the letter again and identify all of the main points

Determine the purpose of the response

Identify the audience or reader

Note down everything you need to include in the response

Make sure that you cover all parts of the letter

Put your points in a logical order

Determine the correct format for the response.

Summarising main points

When responding to a letter you must be able to identify the main points in order to respond appropriately. When summarising a letter or text you must remember to:

Only include the most important points from the original text

Keep the summary as brief (short) as possible

Do not include any extra information that is not in the original text, or any personal opinions about the topic

Leave out descriptive words, such as adjectives and adverbs

Write the summary in your own words.




Read the following article

Dive Egypt!

One of the most exciting things to do in Egypt is to go diving in the area around Sharm El Sheikh. The coral reefs and fish are some of the most spectacular in the world and are not to be missed. This area is home to over 1,000 species of fish. There are numerous diving companies that you can choose from and if you need to get your PADI (Professional Association of Diving Instructors) qualification, this is the place for you! During your adventure, you can also explore fascinating deep sea wrecks and mysterious caves. Dive in today!

Identify the main points of the article

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________


52


Making impressions

Read the following newspaper article from the business section of a newspaper.

Making a good impression

The culture of business cards

Exchanging business cards is an important part of doing business in many parts of the world today. To be successful in international business, you need to understand the local culture and the correct way of giving out business cards.

In Australia, for example, the business card is mostly seen as a convenient way of letting someone have your details. A customer might say, ‘What is the best way of contacting you?’ and the business person often replies, ‘Oh, let me give you my business card.’ It is not considered bad manners if the customer immediately puts the card in his pocket.

However, in some parts of the world, the practice of giving business cards is a much more serious matter. In Japan, for example, the way you present your business card is seen as a reflection of your own character. It would be very bad manners, indeed, if you showed very little interest in another person’s business card and you folded or wrote on it. You must give the card with both hands, and receive it with both hands too. Also, the receiver must read the information on the card carefully before putting it into their shirt pocket.

In countries such as the United States and Australia it doesn’t matter if the business card is handed over using the left or the right hand. However, in Saudi Arabia and India, for example, it is important that only the right hand is used.

If you respect a person’s culture, then you are less likely to offend your host and you will make a good impression.

Now write a summary of the newspaper article under the following headings:

1. What is the article about?

_______________________________________________________________________

_______________________________________________________________________

2. How do businessmen give out business cards?

_______________________________________________________________________

_______________________________________________________________________

3. Why it is important to understand the local culture about the correct way of giving out business cards?

_______________________________________________________________________

_______________________________________________________________________




Read Michael’s email to his parents and answer the following questions

1. When did Michael have an embarrassing experience?

_______________________________________________________________________

2. Where were the two conference speakers from?

_______________________________________________________________________

3. On previous occasions, when Michael walked down the street, how did the locals react to him?

_______________________________________________________________________

To: Mr & Mrs Watson From: Michael Watson Date: 20th March, 2009 8.:42am Subject: My latest news Dear Mum and Dad

The conference is going really well and I am learning so much. Yesterday we had a guy from Germany, and another from Saudi Arabia, talk to us about maintaining fairways on a golf course, using next to no water.

I have met some fantastic people at the conference from all parts of the world. Some of us are thinking about spending a few days scuba diving in the Red Sea after the convention. Apparently, the diving is better than the diving at the Great Barrier Reef. I find this hard to believe.

In my last email I told you that I had made a mistake. Last Tuesday, after the conference had finished for the day, I went up to my room. I changed into a pair of shorts and thought I would go and sit by the pool. On the way to the pool, I changed my mind and decided to go and look at some shops that hired scuba diving gear.

I walked out of the hotel and started to walk down the street. Everyone stared at me, but I thought it was because I was not a local. I could tell I was not popular for some reason. The last time I walked down the street everyone smiled at me. This time they were not happy. I had done something wrong.

Luckily, the scuba shop was near the hotel. As soon as I walked into the shop, the Dutch guy who ran the shop looked astonished. He told me that I couldn’t wear shorts in public. He kindly gave me a pair of pants to wear and I put them on straight away.

When I walked back to the hotel, wearing the long pants, no one stared at me. I was so embarrassed, I certainly won’t forget again!

I will write again soon.

Lots of love

Michael


54


4. Why did the locals stare at Michael this time?

_______________________________________________________________________

5. Who explained the cultural misunderstanding to Michael?

_______________________________________________________________________

6. What did Michael do to fix the situation?

_______________________________________________________________________

Planning

Read the letters and emails below and plan your response. Write down the main points, determine your responses for each point and put into a logical order.

Letter 1

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

Gift Line Plus 20 Dry St, CA

17th May

The Sales Department Secure Plus Security Systems Haymart, MA

Dear Sir/Madam,

We are a large souvenir retail store in LA and would like to know more about your security systems for shops.

Could you tell us the different types of security systems you have, how much each costs and how long they take to install?

We would also like to know if you can provide 24 hour security guards.

Yours faithfully,

Bruce Raisin Manager




Letter 2

To: Robyn Simpson From: Anna Smith Subject: Horrible experience at your restaurant!

Dear Ms. Simpson,

I am writing to complain about the service at the Grill Grill restaurant at your resort.

Firstly, the waiter put us in a smoking area when we specifically asked for a non-smoking table. When we asked to move the waiter said there was only a table for four available and we couldn’t sit there!

Secondly, the food took over one hour to arrive, it was cold and the portion sizes were tiny.

Finally, when we were given our bill, we were charged for items that we didn’t eat. Overall it was a horrible dining experience and we will not be coming back to this restaurant.

Could you tell me what you are going to do about this unfortunate situation? We would like to be compensated for this terrible service.

Regards,

Anna Smith


56


Work Projects


2.1 Provide three examples of letters or emails that you have written from the workplace.

They should include the correct format for the type of letter or email

2.2. Provide the trainer with three examples of emails where you have responded to a complaint or provided a service.

The examples should show the use of appropriate tone or register

2.3. Show the trainer an example of an email or letter where the language use is appropriate for the context.

Explain why the language is appropriate for the situation

2.4. Provide the trainer with an example of a plan you have written for a letter or email.

It should show that you understand the purpose of the letter

It should include all of the main points or information




Summary

Understand the conventions of a writing a business letter in English

There are many different purposes for writing a business letter and it is important to:

Identify the purpose of the letter

Match the correct format with the letter type

Understand the relationship between the writer and the reader in order to use the appropriate tone

Understand the correct business language to use

Plan effectively before writing.


58





Element 3:

Apply the conventions of writing a

business letter in English

3.1 Apply an appropriate format for a business

letter in English

Introduction

The layout and presentation of your letter are important as they provide the first impression of you or your company’s professionalism. Using an inappropriate format sends a negative message to the reader of your letter and can lead to uncomfortable situations. Using the correct format, on the other hand, can send a good message and build confidence in the reader.

Letter layout

When writing a letter, there are certain conventions that should be applied. Many of these elements may apply to emails and faxes as well. It is important to:

Use the appropriate format for the style of letter

Write the sender’s and receiver’s address in as much detail as possible and in the correct order

Write the month of the date in words not figures

Use the correct title for the receiver

Use the correct salutation and close, for example, Dear Sir with Yours faithfully Dear Mr/Ms. Smith with Yours sincerely

Include your job title, if appropriate, in the signature block

Leave a space between paragraphs.


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Activity

Read the following letter of complaint.

To the tour operator

I am writing to let you know about the terrible experiences that I had last week while travelling on your tour bus to the Empty Quarter.

Firstly, the air conditioner didn’t work properly. Imagine travelling through the desert in a bus full of people without air conditioning! Let me tell you, during those two days of stifling, unbearable heat, I suffered from a massive headache.

Secondly, the bus driver put our lives in danger by his reckless driving. Often he drove over the speed limit and on three occasions he nearly crashed into another vehicle on the road. Such reckless driving caused me a great deal of stress.

Thirdly, the toilet facilities on the bus were totally inadequate. The health of the passengers was put at risk because of the blockages in the toilet.

All in all, I was totally dissatisfied with the bus trip. It was the worst experience of my life!

I would like you to deal with these matters immediately. I believe that I am entitled to a full refund.

I expect to hear from you as soon as possible.

Yours sincerely,

James Quigley

Write a reply to this letter of complaint, using the following structure. Include some of these words/phrases in your letter of apology:

Immediate

Sorry

Sincere apologies

However

Unfortunately

Uphold our good reputation

Attention

Reassure you

Convenience

Gesture of goodwill

Rectify




Date: _____________________________

Dear Mr Quigley,

Thank you for your letter

_______________________________________________________________________________

_______________________________________________________________________________

Firstly,

_______________________________________________________________________________

_______________________________________________________________________________

Secondly,

_______________________________________________________________________________

_______________________________________________________________________________

Thirdly,

_______________________________________________________________________________

_______________________________________________________________________________

I apologise again for

_______________________________________________________________________________

_______________________________________________________________________________

Yours faithfully,

___________________________________


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Activity

Read the following letters and emails. What is missing or wrong with each response? Write a correct response to both examples.

Example 1

Gift Line Plus 20 Dry St, CA

17th May

The Sales Department Secure Plus Security Systems Haymart, MA

Dear Sir/Madam,

We are a large souvenir retail store in LA and would like to know more about your security systems for shops.

Could you tell us the different types of security systems you have, how much each costs and how long they take to install?

We would also like to know if you can provide 24 hour security guards.

Yours faithfully,

Bruce Raisin Manager

Dear Bruce,

We will get back to you soon!

Cheers, Bob

Example 2

To: Jane Falcon From: Michael Smith

Dear Ms. Smith,

We have received your application for the position of Sales Manager and we will call you to arrange an interview by close of business (COB) tomorrow.

We look forward to meeting you soon.

Sincerely,

Michael Smith Director

To: Michael Smith From: Jane Falcon

Michael. Thx for the email Hope I get the job!!!!!! CUL8R Jane xoxo




3.2 Use an appropriate friendly and professional

tone when writing a business letter in English

Introduction

When writing a letter it is important to use the correct tone. Generally you should try to use a neutral tone which avoids flowery, adjective laden language and language which is overly informal or colloquial. Tone can be affected by many language devices and you should always match the tone to the audience and context.

Style and Language Content

Often, business letters are written in an overly formal way which creates a greater distance between the writer and reader. Old-fashioned language like this can complicate the message and make it more difficult for the reader to understand.

Read the letter below and decide if the tone is appropriate or not. Is the message clear?

Now read the shortened version of the letter. Is this better? Why?

Dear Sir/Madam,

I am writing to enquire about our booking request which we belatedly lodged with your establishment earlier this month. Although we sent our booking several days ago, we are as of yet to receive a reply confirming our forthcoming lodgings. This may be due to the fact that you are currently being bombarded with requests and are thus pressed for time to engage in correspondence informing us that our booking is granted. We are currently in the midst of arranging our travel itinerary and it would be most gracious of you if you could acknowledge our room booking so as to be able to complete our preparations knowing that we have a roof over our heads when we arrive.

Yours sincerely,

Baron Munster

Dear Sir/Madam,

We are due to arrive at the resort next week and we have not received a reply regarding our booking.

Could you please confirm our booking which we made last Tuesday?

Sincerely,

Baron Munster


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Read the reply to request above. Is the tone appropriate? Discuss with your

partner.

Baron,

I already emailed you two hours ago and confirmed your booking. CHECK your emails in future before you blame others for not doing their job!

Regards,

Anne

Activity

Write a more appropriate reply to Baron Munster’s request. Remember to use a friendly and professional tone when responding.

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________




3.3 Use the type of language preferred in business

letters, including correct spelling, punctuation

and grammar

Introduction

Writing business letters in English requires a certain style of language to be used. There are many different language functions that are often regularly used in business letters, such as, responding to requests, making a complaint, and making an enquiry. Business writing uses language that is clear, professional, friendly and specific. It is important to check your writing to make sure that your grammar, spelling and punctuation are correct as this helps to send a message to the reader that you or your company are professional.

Things to remember when writing

When writing business correspondence you should:

Include the necessary information that responds to the reader of the letter

Always plan before you write

Make sure the information is in a logical order

Use simple and polite language

Make sure that your writing is clear, concise and easy to understand

Avoid using colloquial language or being too informal

Avoid using pompous or overly formal language

Be accurate in your writing using correct titles, names, figures, dates and times

Check your writing when you have completed the letter and pay attention to spelling, grammar and punctuation.

Paragraph writing

What is a paragraph?

A paragraph is a group of sentences.

In a good paragraph, every sentence is about the same topic.

For example, if the topic is about the best tourist spots in Saudi Arabia, then every sentence in the paragraph is about those tourist spots.


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A business letter is made up of a series of well written paragraphs.

A. Paragraph or sentence?

Below are two groups of sentences. In pairs, decide which one is a paragraph and which one is a group of sentences.

1. At first glance, the city may seem like so many other capital cities in the world. However, if a tourist looks closer, he will see the city’s rich history. Beautifully carved buildings, stunning mosques and grand bazaars create a special charm and give the tourist a sense of a time long ago.

2. Many tourists who visit the city are struck by the heat. They do not want to travel very far from the air conditioned comfort of the hotel. When they go to the museum, they see a huge collection of traditional costumes and pottery. They also like to go to the mountains and enjoy the beautiful views.

B. Identify the topic

In the following paragraphs, the writer doesn’t make the topic clear to the reader.

Read the following paragraph and circle which topic (1-3) best describes what the

paragraph is about.

The Garden Hotel has three hundred rooms. It is only a five minute walk to the beach. You can enjoy a free breakfast in the peaceful gardens or sip on a hot cup of coffee in the cozy café. There is a television and radio in every room and a small kitchenette. The Garden Hotel is a family friendly place, with an indoor swimming pool for children, an adventure playground and a huge playroom.

Topics

1. How to get to the hotel

2. The facilities in the hotel

3. A description of the gardens in the hotel.

Now read the following paragraph:

Nabil’s jewellery shop at the airport is very popular. Many people enjoy visiting this shop because Nabil and his two brothers are very friendly and helpful. They spend a lot of time giving advice to their customers. Many customers are very happy with the service and with the quality of the jewellery.

Circle which topic best describes what the paragraph is about:

1. Where the jewellery shop is located

2. Why the jewellery shop is so popular

3. What jewellery their customers buy




Paragraph structure

The sentence that states the main idea of a paragraph is called the topic sentence.

Usually, the topic sentence is the first sentence of a paragraph. Then, the next two or

three sentences are examples to show that the topic sentence is true. The last sentence

is the concluding sentence that ties all the ideas together.

Often the structure of a paragraph is compared to a hamburger!

The bun on the top of the hamburger = the topic sentence

The meat, cheese, lettuce and tomato = the examples

The bun on the bottom of the hamburger = the concluding sentence.

C. Jumbled paragraphs

Read the following jumbled paragraph. Identify each sentence as follows:

TS = topic sentence

Ex = example

C = concluding sentence.

______ These passenger lounges will take airport service to a new level.

______ As well, there will be wide screen televisions and the latest hand held game consoles to keep passengers entertained while they wait for their flights.

______ Passenger lounges, equipped with the latest technology, will be available for all international passengers.

______ All lounges will have telephones, fax machines, full internet access and computers for self-service check in.

In a good paragraph, the sentences are linked together with signal words. They help make the text clearer to the reader and tie the sentences together.

D. Add the signal words

In pairs, read the following paragraph and put in the most appropriate signal words

from the list into the gaps.

Question 1

in addition finally to begin with

Customers should book a table at a restaurant for three reasons. __________________, they will be certain of getting a table, even if the restaurant is crowded. ________________, their table will be in a better spot in the restaurant and not down the back near the noisy kitchen. _____________, it gives the restaurant time to arrange any special requests, such as a high chair for a child or a special vegetarian meal.


68


Question 2

as well first of all consequently

Radi’s restaurant has to be the best seafood restaurant in the city. _______________, there is an incredible selection of hot and cold seafood. _____________, the quality of the food is outstanding and the service is excellent. _________________, Radi’s restaurant is very busy every night of the week.

E. Rearrange into correct order

The sentences in the following paragraph are jumbled up. Number them in the

correct order, from one to four:

____ Firstly, the conference room was very large and could seat one hundred people.

____ Wadi, a meeting and events officer, chose the Star Hotel as the venue for the conference.

____ Lastly, the fees were only $200 a day, which was quite reasonable.

____ Also, it had a lot of equipment, such as an overhead projector, a computer laptop, a screen, and two microphones.

F. Write about your home town

In pairs, write a paragraph for a letter about why your home town is a wonderful

place to visit.

Remember, every sentence must be about the reasons why your hometown is a

great place for tourists. Complete the paragraph in the space provided.

___________________________ is a wonderful place to visit. First of all,

__________________________________________________________________ For

example, ______________________________________________________________

Also, _________________________________________________________________

______________________________________ For instance, ____________________

______________________________________________________________________

Consequently, __________________________________________________________

______________________________________________________________________




G. Write a paragraph

Now write your own paragraph about why working in the tourism, hospitality and

accommodation industry is an exciting career in the spaces provided below.

Use signal words to link the sentences together. Choose some of the following signal words - first of all, firstly, to begin with, as well, also, in addition, finally, lastly, consequently. Check your punctuation, spelling and grammar.

Working in the tourism, hospitality and accommodation industry is an exciting career

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

Vocabulary / Spelling

Make sure you learn these words!

You need to know:

The meaning of each word

How to spell it

How to use it.

request selection reasonable potential balcony

bistro confirmation delegates audience reserves

drought restrictions pronunciation conclusion tempo

posture discussion trend proportion ratio

maximum minimum essential annoying exciting


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A. Fill in the gaps, using the correct words from the box

reasonable selection confirmation

1 All the delegates received _____________ that they would be attending the tour operators’ conference in August. The cost of the meals, including a _________________ of food at the hotel bistro, seemed very _____________.

requests potential essential

2 Hasam seems to have a lot of ________________ as a customer service officer. He is a very well organised person and deals with individual ____________ very quickly. He knows that it is _______________ to help customers as much as possible.

B. Which is the correct sentence for each of the following? Circle the correct

answer.

1 a) What proportion of the total costs are paid by the company?

b) What proportion of the total costs is paid by the company?

2 a) How many people are in the audience?

b) How many people is in the audience?

3 a)Which selections of dishes would you recommend?

b) Which selection of dishes would you recommend?

4 a) Where are the figures that show the ratio of ticket stock to sales?

b) Where is the figures that show the ration of ticket stock to sales?

5 a) When did the human resources officers finish their discussion about staff vacancies?

b) When did the human resources staff finished their discussion about staff vacancies?

6 a) Why did the assistant chef changes the menu at the bistro?

b) Why did the assistant chef change the menu at the bistro?

7 a) When are you planning to go on a tour of the fortress?

b) When is you planning to go on a tour of the fortress?

8 a) It was very annoyed that the food I ordered for the conference did not arrive on time.

b) It was very annoying that the food I ordered for the conference did not arrive on time.




C. Fill in the missing letters

b _ l _ _ n y

m _ x _ m _ m

a _ d _ _ n c _

r _ t _ _

p r _ n _ n c _ _ t _ _ n

p _ s _ u _ e

_ r _ _ d

d r _ u _ _ t

c _ n c l _ s _ _ n

D. Gap fill

Complete the following sentences, using words from the vocabulary list. The first

letter of each word has been given to help you.

1 It was e_____________ for Haris to sign up for the conference, so that he could learn about the latest tour products.

2 Nahid was a sales and marketing representative and had to study the monthly sales t__________.

3 The customer thought it was very a_______________ having to wait so long in the queue at the ticketing office.

4 We only have enough seats in the bistro for a _____________ of fifty guests.

5 The foreign visitor was surprised by the effects of the d______________ on the countryside.

6 There are a number of r__________________ on the kinds of goods that can be brought into the country.

7 The customer wanted c__________________ that the computer exhibition was going to be held in June.

8 After reading the tourist brochures, Razin came to the c_____________ that the beach would be the best place for an e___________ family holiday.


72


Responding to a complaint

Read the email below then write an appropriate response to the complaint using correct spelling, punctuation and grammar. Ask your partner to check your writing.

Dear Rob,

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

_______________________________________________________________________

To: Fabulous Furniture – Sales Department From: Rob Rolands – The Beach Resort

Dear Anna,

We received a consignment of bedside tables for our rooms, Invoice No: 776543, yesterday and it seems that there has been a mistake made with our order. We ordered sixty brown bedside tables, 60 black and 60 cream. Unfortunately, we received 180 brown tables.

Also, at least 20 of the tables have been damaged in transit and are in need of repairs.

Could you respond to this email and let us know what you are going to do to rectify the situation? We are opening in two weeks and we need the tables by next Wednesday 12th May.

We look forward to your response.

Rob Rolands Purchasing Manager

The Beach Resort




Work Projects


3.1 Provide your trainer with an example of a business letter or email that you have written that uses the appropriate format for the situation.

3.2. Bring three examples of letters or emails you have written that respond to a customer or staff member.

The tone should be friendly and professional.

3.3. Provide the trainer with three examples of letters or emails that you have written in the workplace. They should include:

Correct grammar, spelling and punctuation

Appropriate business language for the context.


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Summary

Apply the conventions of writing a business letter in English

When writing a business letter or email you need to be aware of the reader or audience and use the appropriate language for the situation. You should be able to:

Identify the audience

Plan effectively

Use the correct format

Use polite language

Use correct spelling, grammar and punctuation

Include all relevant information

Organise information in a logical order using paragraphs and topic sentences.

Presentation of written work




1. Introduction

It is important for students to present carefully prepared written work. Written presentation in industry must be professional in appearance and accurate in content. If students develop good writing skills whilst studying, they are able to easily transfer those skills to the workplace.

2. Style

Students should write in a style that is simple and concise. Short sentences and paragraphs are easier to read and understand. It helps to write a plan and at least one draft of the written work so that the final product will be well organised. The points presented will then follow a logical sequence and be relevant. Students should frequently refer to the question asked, to keep ‘on track’. Teachers recognise and are critical of work that does not answer the question, or is ‘padded’ with irrelevant material. In summary, remember to:

Plan ahead

Be clear and concise

Answer the question

Proofread the final draft.

3. Presenting Written Work

Types of written work

Students may be asked to write:

Short and long reports

Essays

Records of interviews

Questionnaires

Business letters

Resumes.

Format

All written work should be presented on A4 paper, single-sided with a left-hand margin. If work is word-processed, one-and-a-half or double spacing should be used. Handwritten work must be legible and should also be well spaced to allow for ease of reading. New paragraphs should not be indented but should be separated by a space. Pages must be numbered. If headings are also to be numbered, students should use a logical and sequential system of numbering.


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Cover Sheet

All written work should be submitted with a cover sheet stapled to the front that contains:

The student’s name and student number

The name of the class/unit

The due date of the work

The title of the work

The teacher’s name

A signed declaration that the work does not involve plagiarism.

Keeping a Copy

Students must keep a copy of the written work in case it is lost. This rarely happens but it can be disastrous if a copy has not been kept.

Inclusive language

This means language that includes every section of the population. For instance, if a student were to write ‘A nurse is responsible for the patients in her care at all times’ it would be implying that all nurses are female and would be excluding male nurses.

Examples of appropriate language are shown on the right:

Mankind Humankind

Barman/maid Bar attendant

Host/hostess Host

Waiter/waitress Waiter or waiting staff

Recommended reading



Recommended reading

Ashley. A., 2003; Oxford Handbook of Commercial Correspondence, OUP

Geffner. A. B., 2007; How to Write Better Business Letters 4th edition, Barron’s Educational Series

Rogers. J., 2005, Market Leader New Edition: Intermediate Business English Practice

Website:

www.onestopenglish.com

http://www.onestopenglish.com/

Recommended reading

78


Trainee evaluation sheet





The following statements are about the competency you have just completed.

Please tick the appropriate box Agree Don’t

Know

Do Not

Agree

Does Not

Apply

There was too much in this competency to cover without rushing.

Most of the competency seemed relevant to me.

The competency was at the right level for me.

I got enough help from my trainer.

The amount of activities was sufficient.

The competency allowed me to use my own initiative.

My training was well-organised.

My trainer had time to answer my questions.

I understood how I was going to be assessed.

I was given enough time to practice.

My trainer feedback was useful.

Enough equipment was available and it worked well.

The activities were too hard for me.


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The best things about this unit were:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

The worst things about this unit were:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

The things you should change in this unit are:

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

___________________________________________________________________

Trainee self-assessment checklist




As an indicator to your Trainer/Assessor of your readiness for assessment in this unit please complete the following and hand to your Trainer/Assessor.


Yes No*














Statement by Trainee:

I believe I am ready to be assessed on the following as indicated above:

Signed: _____________________________

Date: ____________

Note:

For all boxes where a No* is ticked, please provide details of the extra steps or work you need to do to become ready for assessment.


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