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Учебное пособие: Методические указания к практическим занятиям по деловой корреспонденции

Название: Методические указания к практическим занятиям по деловой корреспонденции
Раздел: Остальные рефераты
Тип: учебное пособие Добавлен 01:19:15 19 августа 2011 Похожие работы
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Министерство образования Российской Федерации

Российская экономическая академия
имени Г.В. Плеханова

Центр языковой подготовки
Отделение иностранных языков

Методические указания
к практическим
занятиям

по деловой корреспонденции

Часть 1

Для самостоятельной работы студентов

Москва 2002

Составители: О. А. Данько,

К. В. Тростина

Методические указания к практическим занятиям по деловой корреспонденции. Часть 1. Сост.: О. А. Данько, К. В. Тростина. – М. Изд-во Рос. экон. акад., 2002. 62 c.

Данное пособие представляет собой теоретический материал по разным видам деловой корреспонденции с практическими заданиями.

Предназначено для самостоятельной работы студентов III курса общеэкономического факультета и для студентов других факультетов, желающих овладеть навыками деловой корреспонденции.

Данное пособие предназначено для самостоятельной работы студентов III курса общеэкономического факультета и для студентов других факультетов, желающих овладеть навыками деловой корреспонденции, и представляет собой теоретический материал по разным видам деловой корреспонденции с практическими заданиями. Пособие также может быть рекомендовано для подготовки к письменной части ( Writing) международных экзаменов по Business English, таких как BEC, BULATS и др.

Основная задача пособия – способствовать развитию навыков деловой корреспонденции и расширению словарного запаса студентов при интенсивной самостоятельной работе. Этой задаче подчинено распределение теоретического и практического материала, при этом теоретическая часть предлагает объемное чтение по теме, снабженное современными практическими примерами делового письма, а задания предполагают как отработку стилей деловой корреспонденции, так и приобретение лексических навыков для свободного владения темой.

Тематическая структура учебника “ Keys to Management”( Units 9-14) определяет организацию материала данного пособия, в которое вошли следующие шесть тем модуля “ Business Correspondence” программы 3-го курса: Personnel Appointments, Complaints and Adjustments, Enquiries (часть 1), Electronic Correspondence, Memorandums and Reports (часть 2). Нумерация тем в пособии совпадает с их последовательностью в учебнике.

Entry Test. Letters

Ex. 0.1 Check whether you can define the right type of business letters. Match each of the following extracts from business letters (1 - 11) with the type of letter (a - k) from which it is taken. Do the test again after you have studied this booklet and see your progress!

a) letter of invitation d) letter of rejection h) letter of complaint

b) response to an enquiry e) letter of apology i) letter of warning

c) letter requesting payment f) letter of enquiry j) order

g) letter of application k) reservation

1. Mr Kazoulis would like a double room with shower and full board from 12 to 14 September inclusive.

2. I am extremely sorry about the incident last week during the visit of your representative to our offices. Unfortunately...

3. This is not the first time that this has happened and I must inform you that if it happens again we shall be compelled to issue a formal reprimand.

4. I regret to inform you that your application for the post of Deputy Catering Manager has been unsuccessful. Thank you for...

5. Please find enclosed my CV and a recent photograph.

6. I should be grateful if you would send me more information about your LK range of products including details of prices and discounts.

7. Thank you for your letter of 9 June. Please find enclosed a price list and full details of...

8. Please would you send to the above address 37 units of product reference number 37/LK/45006 (brown) and dispatch the invoice to our West Central office in the usual way.

9. Kazoulis Communications would be pleased to welcome Udo Schmidt to the opening of its new…

10. With reference to outstanding invoice number 9602132/64, we should be grateful if you would settle...

11. I wish to draw your attention to the very poor treatment our representative received when she called on you last week.

Ex. 0.2 Business letters. Choosing from the words in the box, label the parts of the letter.

date main paragraph letterhead

references salutation introductory paragraph

concluding paragraph recipient's address (sender's) address

(typed) signature complimentary ending

enclosures (abbreviation) position/title signature

1.

WIDGETRY LTD

6 Pine Estate, Westhomet, Bedfordshire, UB18 22BC.

2.

Telephone 9017 23456 Telex X238WID Fax 9017 67893

3.

Michael Scott, Sales Manager,

Smith and Brown plc,

Napier House,

North Molton Street,

Oxbridge OB84 9TD.

4.

Your ref. MS/WID/15/88

Our ref. ST/MN/10/88

5.

31 January 200—

6.

Dear Mr Scott,

7.

Thank you for your letter of 20 January, explaining that the super widgets, catalogue reference X-3908, are no longer available but that ST-1432, made to the same specifications but using a slightly different alloy, are now available instead.

8.

Before I place a firm order I should like to see samples of the new super widgets. If the replacement is as good as you say it is, I shall certainly wish to reinstate the original order, but placing an order for the new items.

Apart from anything else, I should prefer to continue to deal with Smith and Brown, whose service has always been satisfactory in the past. But you will understand that I must safeguard Widgetry's interests and make sure that the quality is good.

9.

I would, therefore, be grateful if you could let me have a sample as soon as possible.

10.

Yours sincerely,

11.

Simon Thomas

12.

Simon Thomas

13.

Production Manager

14.

enc.

Ex.0.3 Business letters 2. This second letter has been revised so many times by Mr Thomas that it has become all mixed up, and his word processor has failed to reorganise it. Arrange the letter so that everything is in the right place.

1.

WIDGETRY LTD

2.

Simon Thomas

3.

6 Pine Estate, Westhornet, Bedfordshire, UB18 22BC

Telephone 9017 23456 Telex X238WID Fax 9017 67893

4.

I look forward to hearing from you.

5.

Your ref. MS/WD/22/88

Our ref.JB/MS/48/88

6.

Yours sincerely,

7.

James Bowers,

Sales Manager,

Electroscan Ltd,

Orchard Road Estate,

Oxbridge UB8410SF.

8.

Production Manager

9.

Thank you for your letter. I am afraid that we have a problem with your order.

10.

6 June 200--

11.

Unfortunately, the manufacturers of the part you wish to order have advised us that they cannot supply it until September. Would you prefer us to supply a substitute, or would you rather wait until the original parts are again available?

12.

Dear Mr Bowers

1. Personnel appointments

1.1 Applying for a position

1.1.1 Opening

If replying to an advertisement it is better to simply state what you are doing, and remember to give a date or reference.

I would like to apply for the position of Programmer advertised in this month's edition of Computer Technics.

I am writing to you concerning your advertisement on 12 May in The Guardian, for a bilingual secretary to work in your export department.

If applying for a position which has not been advertised, you can open like this:

I am writing to ask if you might have a vacancy in the (your) general office/ sales/ export/ accounts department for a(n) clerical assistant/ salesperson/ export manager/ accounts clerk.

If someone associated with the company suggested you write to them, you can open thus:

I was recommended by ...... who is currently working in/who has had a long association with your firm/who is one of your suppliers/customers, to write to you/ contact you concerning a possible post in your/ the...... department.

1.1.2 Application form requests

If your enquiry is only for an application form, you can give some brief details about yourself, then ask for the form. It is worth remembering, at this point, that your letters, in these cases, are not for the positions themselves, but are for interviews.

These examples can also be used for unsolicited applications, i.e. when applying for a post that has not been advertised.

I am 23 years old, was educated at (secondary school) which I left in (date) having taken (leaving certificate). I graduated from (college/university) in (date) with a (diploma/degree) in (subject and class, mentioning any special topics that would be relevant to the position).

At present I am employed by (name of firm) where I deal with/am employed as (title)/am employed in (department)/ concerned with (description of work), and I have been there for (number of years), since (date).

There is no need to give any more information at this stage, so the letter can be closed:

Would it be possible for you to send me an application form and further details?

I would be grateful if you could send me an application form, and if in the meantime you need any further details about me, I would be happy to supply them.

1.1.3 Curriculum vitae

Some companies do not send application forms, but prefer applicants to supply a curriculum vitae (c.v.) which is your personal and working history, see 1.2.5 for an example.

There should be a covering letter with application forms and c.v.s, either explaining points that might not be clear, or giving further information to emphasize your suitability for the post.

Remember to quote any reference numbers or job titles that have to be mentioned, and if an application form has been sent, thank the company.

1.1.4 Opening

Your c.v. should be mentioned in the second paragraph to a letter answering an advertisement.

Thank you for your letter of (date) and the application form for the post of (title). I have now completed the details and am enclosing the form.

I am enclosing my curriculum vitae for the position of…

1.1.5 Summary of details

You will see that I graduated from (college)/left (name of school) in (date) where I got (degree; diploma; certificate). I then began work with (name of firm) as (job title), where I was trained as (title), and was involved with (brief description of duties).

If you have had more than one job, you could explain why you left each position. This is often left for an interview. But you should never use explanations such as leaving for more money, better fringe benefits, advantages besides salary, e.g. better pension, health scheme, social facilities, car, or conditions. Whether it is justified or not, employers do not like to feel staff leave companies for these reasons.

You should also not state you were bored with the work you were doing, after all, you accepted the job; and never criticize the firm you worked for, the products or services they offered, or staff you worked with.

Explanations for leaving a company could include the following:

I left (name of firm) in (date) as (new employer) offered me a chance to use my (skills or specialized knowledge, e.g. languages, knowledge of computers, etc)…

In 19- I was offered a chance to join (name of company) where there was an opportunity for me to gain more experience in…

I was offered promotion (a chance to advance) by (name of company) in (date) and therefore left (company) as this meant I could (explanation)…

I joined (name of company) in (date) as they offered an opportunity for advancement, being a much larger concern.

1.1.6 Explanation of previous experience

Most application forms give limited space to expand on previous duties in a company; what you did, how many people were involved, what your detailed responsibilities were. Without elaborating too much or boasting, you should stress your responsibilities and authority in the company(ies), projects you undertook, changes you effected, or schemes you introduced.

While I was at (name of company) I took responsibility for (title) and this meant I (description); within (period of time) the firm/department was able to (description of improvements)…

At (name of company) my duties included (description). This gave me more experience in (description) which was very valuable when I moved to (name of next company).

1.1.7 Reasons you are applying

All companies will want to know why you are applying for a particular position. This not only means explaining why you want the job but why you think your particular skills and experience would be valuable to the firm.

I am particularly interested in the position you offer as I know my previous experience and academic background would be valuable in this area of (engineering; teaching; accountancy, etc.).

I am sure I would be successful in this post as I have now gained the experience and skills that are required.

This position would require someone who has had extensive experience of (area of work) which I gained both academically and commercially at (college and companies).

1.1.8 Close

At the end of the letter, look forward to the interview and offer to supply more information if necessary.

I look forward to hearing from you. However, if there is any further information you require in the meantime, please contact me.

Please let me know if there are any other details you need. Meanwhile, I look forward to hearing from you.

I will be able to give you more detailed information at an interview, and I look forward to seeing you.

1.2 Specimen letters

1.2.1 Unsolicited letter

Notice in this letter how the applicant first mentions how he knows of the company, then gives brief details of his age, education, and experience, then refers to his Director who approves of staff spending time abroad. Finally, he tells the bank why he wants to join them for a temporary stay in the UK, and asks for an application form. Of course, he could also include a c.v. with the letter, but knows the practice of this firm is to send application forms.

Ftirstenweg 110

The Manager D-3000 Hannover 71

Mitchell Hill PLC

Merchant Bank 21 June 200-

11-15 Montague Street

London EC 15DN

Dear Mr Curtis,

I am writing to you on the recommendation of David McLean, Assistant Manager in your securities department.

A year ago Mr McLean was on a banking course here with me in Hannover, and he suggested that I should contact your company and mention his name. He told me that you often employ people from other countries on a one-year basis, if they have had banking experience.

I am a 28 year-old employee of the International Bank in Hannover, working in the Overseas Securities Department, and have been with this organization for the past two years, since graduating from the University of Munich in 19- with a degree in Economics.

As well as speaking fluent English, I also have a very good working knowledge of French.

In my present position as Assistant to the Director of the International Securities Department, I deal with a wide range of investments from companies throughout Europe, buying shares and bonds for them on a worldwide basis.

My bank encourages all its staff to spend a year abroad for the experience of working with different systems, and my Director would be willing to give you a reference.

I would like to spend a year or so in the UK to gain experience in securities investment with a British bank, and in exchange, I think my experience and languages would prove useful to your organization.

If you think it would be possible to offer me a position, please send me an application form where I will be able to give you more specific details about myself.

I look forward to hearing from you in due course.

Yours sincerely,

Marcus Bauer

Marcus Bauer

Questions:

1. How did Mr Bauer hear about the bank he is applying to?

2. What does he do in the bank where he now works?

3. What are his qualifications?

4. Why does his bank encourage people to go on overseas courses?

5. What does he want the UK bank to send him?

6. Which words in the letter correspond to the following: suggestion, getting a qualification, various methods of doing things, particular?

1.2.2 Reply to unsolicited letter

Mitchell Hill Plc

Merchant Bank

11-15 Montague Street London Eel 5DN

Telephone: 071625 3311/2/3

Telex: 971135 Fax: 071 625 4019

Cable: mithil (London)

Fiilstenweg 110 29 June 200-

D-3000 Hannover 71

Dear Mr Bauer,

Thank you for your letter of 21 June 19-, in which you enquired about a one-year traineeship in our Securities Department in the UK.

I have spoken to Mr McLean, who recommended you to contact us, and he remembers you from the course you did together.

We do employ staff from overseas banks, with experience, and could probably find an opening for you in the Securities Department around the end of this year as one of our current overseas trainees is leaving in September.

I am enclosing an application form and booklet giving you details of Mitchell Hill, salary structure, and conditions of employment. Would you please complete the application form and sent it to Mrs Helen Griffiths, Personnel Department, at the above address. Meanwhile, could you ask your Director, Mr Strauss, to send me a reference for you, and we would appreciate another reference, possibly from one of your Professors at Munich University.

Once I have received these details we can consider your application. I look forward to hearing from you.

Yours sincerely,

Sheila Burrows

Sheila Burrows (Miss)

pp David McLean

Securities Manager

1.2.3 Application form

Application form Ref: Mitohell Hill Plc Merchant Bank
Post: 11-I5 Montague Street London EC1 5DN

Surname (Mr Mrs Miss Ms) Bauer Forename(s) Marcus

Maiden name ---- Age 28 Date of birth 12 Nov l9-

Marital status Single No of children ---- Ages ----

Address Furstenweg 110, D-3000, Hannover 71

Tel daytime (49)312-885533 Tel evening (49)312-251068

Next of kin Mr Kurt Bauer, father (see above address)

Education

School/univ/college

From

To

Address

Secondary

Friednch-Ebert Gymnasium

19-

19-

Herrenhauser Str. D-3000 Hannover 21

Higher

Universitat Munchen

19-

19-

Hittorfstr. D-8000Munchen

Examinations Title

Grade

Subject(s)

Date

Have you any of the following skills?

Tick appropriate box:

Diplom

1

Business studies/ Economics

19-

Abitur

1

19-

- Typing…35... wpm

- Shorthand …….wpm

- Word processing

- Keyboard skills

- Bookkeeping

- Accounts

- Telex

- Customer contact

- Driving licence

- Filling

LCCI Higher

Business English

19-

Cambridge Proficiency

B

English

20-

Languages

Fluent

Good

Fair

French

۷

English

۷

Employers Name and address

From

To

Position and duties

Salary

International Bank Georgenplatz 108 D-3000 Hannover 1

19-

20-

Assistant to Director of International Securities Dept. Buying and selling securities

£16,000

Names of two referees besides employers

Can we approach your employer for a reference?

Herr Prof. K. Well, Universitat Munchen, Hittorfstr., D-8000 Munchen

Herr Dr G. Grass, as above

- Yes

- No

Hobbies/activities

Reading, chess, skiing, swimming, and tennis

When will you not be available for an interview?

Date 17 July 200- Signature

Date(s) before Sept

1.2.4 Covering letter for c.v.

In this example, notice the applicant immediately explains what the letter is about. She then goes on to expand on her present duties and emphasizes these and any other information that she feels is relevant to the advertised position, ignoring the duties in her previous employment which have no relevance to this particular post. Most importantly, she explains why she is applying for this particular vacancy and the qualities she can offer the company. Note that if she offered her current employers as referees, she could mention that she would prefer the company she is applying to not to approach her employers until after an interview.

Your Ref: KH 305/9 25 Westbound Road

Borehamwood

Mrs J. Hastings Herts

Personnel Officer WD6 IDX

International Computing Services PLC

City Road London EC3 4HJ 18 June 200-

Dear Mrs Hastings,

I would like to apply for the position advertised in The Guardian on 16 June for a Personal Assistant to the Sales Director.

As you will see from my c.v., much of the work I do in my present position is that of a PA. I deal not only with the routine work of a secretary, but also represent the Assistant Director at small meetings and functions, and am delegated to take a number of policy decisions in his absence.

Your advertisement asked for a knowledge of languages. I have kept up my French, and learnt Italian for the past two years at evening classes, and have regularly visited Belgium and Italy with the Assistant Director, acting as an interpreter and translator for him.

I am also familiar with the latest developments in Information Technology, having just completed a one-month course at The City College, in addition to previous day release courses I attended when I was with Johnson Bros.

I am particularly interested in the situation you are offering, as I would like to become more involved with an IT organization. I am quite familiar with many of the software products that ICS manufacture for office technology.

As well as my secretarial skills and experience of running a busy office, I am used to working with technicians and other specialized personnel in the field of computers. I have a genuine interest in computer development and the people involved in the profession.

Please let me know if there is any further information you require. I look forward to hearing from you.

Yours sincerely,

Carol Brice

Carol Brice (Ms)

Encl. c.v.

Questions:

1. What position is Ms Brice applying for?

2. What does the abbreviation P.A. mean?

3. How did she learn about IT?

4. What reason does she give for wanting to join ICS?

5. Which words in the letter correspond to the following: ask for, everyday duties, continued with, materials used with a computer, e.g. discs, managing, real?

1.2.5 Curriculum vitae

There are various layouts for a c.v. and this is just one example. Some c.v.s may have a section for supplementary information, where reasons for applying for the position and leaving previous and present employment are included, as well as personal qualities and skills which the candidate feels are relevant to the job. In this example, however, this material is included in the covering letter, see 1.2.4.

Curriculum vitae

Date of Birth:

25 February 19-

Name:

Present address:

Carol Brice

25, Westbound Road, Borehamwood, Herts, WD6 ID

Telephone number:

Marital status:

0819539914

Single

Education and qualifications:

1980-1985

Mayfield School, Henley Road, Borehamwood, Herts, WD6 IDX GCE in English Language; French; History: Geography; and Art.

1985 - 1987

Hilltop Further Education College, Kenwood Road, London NW7 3TM. Diploma in Business Studies.

Work experience:

Oct’87-Dec’88

Johnson Bros. Plc, 51-55 Baker Street, London WIA

Type of Company : Retail Chain Stores

Post : Junior Secretary

Responsibilities : Secretarial work including typing; shorthand; correspondence; copying reports and minutes from shorthand notes; tabulating data; filing; answering customers' calls; mail distribution; and general office duties.

Jan’89 - present

National Auto Importers Ltd., Auto House, Sidmouth Street, London WCIH4GJ

Type of Company: Car importers

Post : Secretary to Assistant Director

Responsibilities : Dealing with all correspondence; taking minutes at meetings and writing up Assistant Director's reports; receiving customers and suppliers: dealing with home and overseas enquiries; making decisions on behalf of A.D. in his absence: and representing the company at various business functions.

Other information:

While working I have attended various evening courses for Italian and French, and have also been on a special Information Technology course at The City College. My interests include tennis, badminton, swimming, and reading.

References:

Mr B. Norman, Assistant Director, National Auto Importers Ltd., Auto House, Sidmouth Street, London WCIH 4GJ.

Mrs T. R. Bradley, Senior Lecturer, Business Studies Dept., Hilltop Further Education College, Kenwood Road, London NW7 3TM.

Current salary:

£14,000 per annum

Questions:

1. What was Ms Brice's position at Johnson Bros?

2. Name three of her duties at National Auto.

3. Which words in the c.v. correspond to the following: unmarried, stenography, cataloguing and keeping data, acting for, wages?

1.2.6 Invitation for an interview

International Computing Services plc

City Road Telephone: (071)625 4443 (10 lines) London EC3 4HU Fax: (071) 625 3012/3108

Telex 95386

Your ref: Date: 29th June 200-

Our ref: KH 305/59

Ms Carol Brice

25 Westbound Road

Borehamwood

Herts

WD6 IDX

Dear Ms Brice,

Thank you for your application of June 18 for the post of Personal Assistant to Ms Frances Newman, our Sales Director.

Ms Newman has asked me to write to you inviting you for an interview at 15.00, on Thursday 12 July 200-.

Please come to the reception on the ground floor at the above address and ask for me, and I will meet you.

Please bring with you any certificates, diplomas, or references that you have. Meanwhile, would you phone me on Ext. 217 to confirm that you will be able to attend the interview.

I look forward to hearing from you.

Yours sincerely,

Anne Levin

Anne Levin (Mrs)

pp Frances Newman

Sales Director

1.3 Making a decision

1.3.1 Turning down an applicant

There are various reasons why a company may not offer a candidate a job, and these include lack of qualifications, competence, i.e. they do not think the applicant has the ability or experience to handle the post, or there are too many applicants of similar qualifications and ability, so the company makes a choice based on nothing more than the personality of the interviewee at the time of selection. Therefore, how you present yourself at an interview is as important as how you present yourself in your application. It is worth noting that it is rare for a candidate to be told why he or she has been refused.

Thank you for attending our selection board on (date), but we regret to tell you that you were not successful in your application. We hope you will be able to secure a position in the near future.

We regret to tell you that we are not able to offer you the post of (title) which you applied for on (date). We hope you will soon find the position you are looking for / hope you will be more successful in the future.

1.3.2 Offering a position

Letters to successful applicants can vary in length and detail depending on the type of post, whether the company has a standard printed contract, or if the position is so specialized that they need to give details of the terms of employment, see example at 1.3.4.

1.3.3 Openings

We are pleased to inform you that you were successful in your interview for (title) which you attended on (date).

Thank you for seeing us on (date). We are prepared to offer you the position of (title) which you applied for.

1.3.4 Details

As we discussed in your interview, your duties will include. . . Working hours are from 09.00 to 17.00, Monday to Friday, and overtime will be paid at time-and-a-half rates. You are entitled to all Bank Holidays, plus three weeks' vacation after one year's service. There is a Staff Contributory Pension Scheme, which you will be eligible to join after your first year of employment.

Enclosed with this letter you will find full details of your conditions and terms of employment. Please read these carefully and if you have any questions, contact me as soon as possible.

Would you please check the following which was agreed at your interview:

Title: Maintenance Engineer. Commence: 8.30, Monday 9th March 200-

Duties: Servicing all company products. Hours: 8.30 a.m. to 6.00 p.m. Days: Monday to Friday. Holidays: Three weeks annual leave, time at discretion Supervisor, plus all Public Holidays. Sick leave: Ten days per annum. Annual Pay: £12,000. Overtime: Time-and-a-half. Double time for Public Holidays. Pension: Non-Contributory Pension Scheme at 7% of annual pay.

Benefits: Subsidized staff canteen. Social Club. Full use of company vehicle.

Notice: One month's notice either side.

1.3.5 Close

Generally, a company will welcome the new employee, possibly inviting questions about the terms and conditions of employment (if anything is not clear), and ask for written confirmation of acceptance. In the UK, the law demands that firms offer contracts of employment, and these are often sent with letters offering a job, asking the applicant to sign one copy and return it with their confirmation.

I look forward to seeing you in my office at 09.00 a.m. on Monday 10 January 200 -. If there are any questions concerning the enclosed conditions, please contact me immediately. Otherwise, return the enclosed Contract of Employment, signed, with your letter of acceptance.

Your Contract of Employment is attached to this letter. Please will you sign one copy and return it to the Personnel Officer, Mr T. Wright, with a note confirming you have accepted the position. I will see you at 08.00 on Monday 9th March, when I can welcome you to the organization and give you details of your duties.

1.4 Specimen letters

1.4.1 Letter offering position

International Computing Services plc

Telephone: (071) 625 4443

City Road Fax: (071)16253012/3108

London EC3 4HJ Telex: 295386

Your ref: Our ref: KH 305/9 Date: 25 July 200-

Ms Carol Brice

25 Westbound Road

Borehamwood

Herts

WD6 IDX

Dear Ms Brice,

I am writing on behalf of Ms Frances Newman to tell you that you were successful in your interview on 12 July for the post of Personal Assistant.

Your duties will commence at 09.00 on 10 October 200-, but we would appreciate it if you could arrive at 08.30, so that we can introduce you to the staff, and acquaint you with office procedures.

Full details of your terms of employment are on pp 9-14 of our employees' handbook, ICS 661, but, as we discussed at the interview, your hours will be subject to requirement, and no overtime will be paid. This is compensated for by an annual bonus paid to administrative staff, based on annual profits.

Your starting salary will be £16,000, with annual increments of 9 per cent in the first three years, and subject to negotiation thereafter. During this period you will be allowed three weeks' vacation a year, and four weeks after three years, rising to a maximum of six weeks. In addition to the listed fringe benefits, which include a Non-Contributory Pension Scheme at 8% of your gross salary; free medical insurance; staff discounts on our products, etc.

Please look at the relevant sections of the handbook carefully, and if you have any queries, contact me.

I look forward to welcoming you to the company, meanwhile, would you sign one of the two copies of the Contract of Employment enclosed and return it to Mrs J. Hastings, Personnel Officer, at the above address, with your confirmation accepting the post.

Yours sincerely,

Anne Levin

Anne Levin (Mrs)

pp Frances Newman

Sales Director

Questions:

1. Which job has Ms Brice been selected for?

2. Why does she need to come to the office early?

3. Where will she find information about her conditions of employment?

4. When does this firm offer pay rises?

5. What must she do when she confirms she will take the job?

6. Does the firm offer anything else besides a salary?

7. Which words in the letter correspond to the following: become familiar, to work when needed, increases, benefits besides salary, money taken off purchases by employees, questions?

1.4.2 Letters confirming acceptance

Your Ref: KH 305/9 25 Westbound Road

Borehamwood

Herts

WD6 IDX

27 July 200-

Mrs J. Hastings

Personnel Officer

International Computing Service PLC

City Road

London EC3 4HJ

Dear Mrs Hastings,

Please thank Mrs Levin for her letter of 25 July in which she offered me the post of PA to Frances Newman, your Sales Director.

Please inform her that I am very pleased to have been offered the position, and confirm that I will begin at 08.30 on Monday 10 October 200-.

I accept all the terms in Mrs Levin's letter and conditions in the employees' handbook, ICS 661, and I am enclosing a signed copy of my Contract of Employment.

I look forward to starting on the above-mentioned date.

Yours sincerely,

Carol Brice

Carol Brice

Enc. Contract of Employment

1.5 Points to remember

1. The word job should not be used either in advertisements or applications. The terms vacancy, post, position, or opening are more appropriate.

2. If requesting an application form, keep the letter brief, but provide essential details about yourself. When returning the form, you should include a covering letter, expanding on details that might not be clear, or pointing out areas of your responsibility or your achievements. But keep this as brief as possible, as most application forms or your own c.v. should have a section where this information can appear.

3. When writing to a prospective employer, remember to explain why you left your previous post, but do not complain about the salary or conditions. Concentrate rather on the positive aspects of the post you are applying for, such as the greater potential for promotion, or your particular suitability for the type of work offered. Explain what you can offer your new employer in terms of experience or expertise, and why you particularly want the post.

Writing Curriculum Vitae (Resume). covering letter

1.1 The curriculum vitae. Fiona Scott is one of the applicants for the job at Patagonia. Study her CV carefully to see how the information is presented and decide where each of the following headings should be placed.

REFERENCES INTERESTS PERSONAL DETAILS PROFESSIONAL EXPERIENCE EDUCATION ADDITIONAL SKILLS

C URRICULUM VITAE

1._________________________________

Name: Fiona Scott
Date of Birth: 7 August 1969
Nationality: British
Address: 58 Hanover Street
Edinburgh BHg 8LM
Scotland
Telephone: 051449 0237

2._________________________________

1991-1998: London Chamber of Commerce and Industry Diploma in Public Relations

1988-1991: University of London
BA (Honours) In Journalism and Media Studies (Class H)

1981-1988: Fettes College, Edinburgh
A-levels in German (A), English (B), History (B) and Geography (C)

3._________________________________

1992 to present: Scottish Wildlife Trust
Department of Public Relations Responsible for writing articles on all aspects of the Trust's activities and ensuring their distribution to the press. Editor of the Trust's monthly journal. In charge of relations with European environmental agencies.

Summers of
1990 and 1991: Three-month training period with the Glasgow Herald. Assistant to the sports editor.

Summer of 1989: Sales assistant in the record department of Harris Stores Ltd., Edinburgh.

4.­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­_________________________________

Sports: Cross-country skiing, rock-climbing and swimming.
Secretary of the local branch of 'Action', an association organising summer camps for disabled children.

5._________________________________

Camp counselling certificate
Grade 5 ski instructor
Driver's licence (car and motorcycle)
IBM PC user
Fluent German and good working knowledge of French

6._________________________________

Geoffrey Williams, Bill Denholm,

Professor of Journalism, Sports Editor,

University of London Glasgow Herald

1.2 In the box are headings from a typical CV. Look at the extracts from the CV of Tomoko Horiguchi, a Japanese woman working in England. Under which of the CV headings should each extract be placed?

Personal details Education Qualifications Referees Work experience Special skills Interests and achievements

1. Fluent in Japanese and English __________________________________

2. Born 14 October, 1970 ________________________________________

3. Married, no children __________________________________________

4. MBA degree from London Business School, 2001 ___________________

5. Full range of computer skills ____________________________________

6. Aerobics, basketball, films and theatre ____________________________

7. Organised a music concert while at university _______________________

8. 1986-1989: Sapporo High School, Japan ___________________________

9. 1990-1992: Sogo Design College - studied graphic design _____________

10. Aug-Sept 1991: Work placement at IMP (graphic design firm) Seattle, USA. _________________________________________________________

11. 1993-1996: ICB (construction company) Assistant in Design Department. ______________________________________________________________

12. 64 Rose Park Crescent, London SW21 8CT _______________________

13. Clean driving licence _________________________________________

14. Certificate of Proficiency in English (1995) _______________________

15. Diploma in Computing (1996) __________________________________

16. Mr F. Luneau, Marketing Consultant, IMP, 120 Davis Avenue, Seattle, USA _________________________________________________________

1.3 When you apply for a job you usually send a CV and covering letter. Which of the following do you usually do in a covering letter ?

1. Say that you wish to apply and indicate where you heard about the position.

2. Say why you are interested in the job and direct the reader to special qualities, skills or experience you have.

3. Give information about your hobbies and sporting interests.

4. Provide details of your examination results.

5. Enclose the names and addresses of two referees.

6. Mention when you are available for interview.

7. Ask if there are any other vacant positions in the company.

letter of application

1.4 A letter of application. Put the paragraphs in the correct order:

a) 10 March 1999;

1…

2… 3…

4…

I enclose and application form for the 5… of 6…. As you can see, I do not have any experience, but my examination results were good and I am very interested in fashion.

I am available for an interview at your convenience.

I look forward 7…

8…

(signature)

9…

b) position;

c) to hearing from you;

d) Tracey Davis (Miss);

e) Personal Assistant;

f) Dear Sir or Madam;

g) Personnel manager

Whitehouse & Co Ltd

69 Puritan Street

London WC2B 3XP;

h) Yours faithfully;

i) 62 Longford Lane

London EC4 & 7EL

1.5 Complete Fiona Scott's letter of application using the following verbs:

contact discuss employed welcome involved apply enjoy notice advertised matches

Fiona Scott

52 Hanover Street

Nathalie Baudoin Edinburgh EH2 5LM

Patagonia GMBH Scotland

Reltmorstrasse 50 UK

8000 Munich SS 8th January

Germany

Dear Ms Baudoin,

I am writing to 1 ................................ for the position of Public Affairs
Associate which was 2 .. .............................. last week in the International Herald Tribune.

Although I am presently 3 .. .............................. by a non-profit making organisation, it has always been my intention to work in a commercial
environment. I would particularly 4 ................................ the chance to work
for your company and as you will 5 .. .............................. on my enclosed curriculum vitae, the job you are offering 6 ................................ both my
personal and professional interests.

My work experience has familiarised me with many of the challenges
7 ................................ in public relations today. I am sure that this, together with my understanding of the needs and expectations of sport and
nature enthusiasts, would be extremely relevant to the position.

Moreover, as my mother is German, I am fluent in this language and would definitely 8 ................................ working in a German-speaking
environment.

I would be pleased to 9 . ............................... my curriculum vitae with you in
more detail at an interview. In the meantime, please do not hesitate to
10 ................................ me if you require further information. I look forward to hearing from you.

Yours sincerely,

Fiona Scott

Fiona Scott

The letter of application (also called the covering letter) can be as important as the CV in that it often provides the first direct contact between a candidate and an employer. The letter of application normally contains three or more paragraphs in which you should:

  • confirm that you wish to apply and say where you learned about the job;

· say why you are interested in the position and relate your interests to those of the company;

· show what you can contribute to the job by highlighting your most relevant skills and experience;

· indicate your willingness to attend an interview (and possibly state when you would be free to attend).

1.6 Giving news to job applicants. Read this letter making an offer of employment. Then decide whether the statements below are true or false:

1. Mr Wills will start work immediately.

2. He will receive one month's salary on his first day at work.

3. His salary will be reviewed after six months.

4. His deputy will be Robert Stephens Jr.

5. He is allowed to join the company pension plan.

6. His working hours will be decided after discussion with Slim Gym's
management.

7. He has to work a minimum of three months before leaving the company.
8. Lyn Ashley expects him to telephone her to accept the job.

Mr. Bob Wills

5 York St.

Greenwich Village

New York

NY 10011 August 26

RE: General Manager vacancy

Dear Mr. Wills,

Following your interview for the above position on August 24, I am delighted to confirm our offer of the job, starting on January 1.

Your salary will be paid monthly in arrears. It will be reviewed annually in July. You will report to Robert Stephens, Jr., Managing Director. Our normal terms of employment are enclosed with this letter. We have a company pension plan which you will be eligible to join.

Your working hours each week will include some evenings and weekends, to be determined by mutual agreement. You will be entitled to ten days' annual vacation in addition to public holidays.

One month's notice is required on either side to terminate the contract. There will be a probationary period of three months. Should you decide to accept the offer, please sign the enclosed copy of the contract and return it to me as soon as possible.

I look forward to hearing from you in the near future. Yours sincerely,

Lyn Ashley

Lyn Ashley

Personnel Director, Slim Gyms

1.7 The draft letter below is addressed to an unsuccessful candidate for the vacancy at Slim Gyms. Put a circle around any language that you think is too informal for the situation:

Dear Michael,

After our chat about the job, it's a pity but you didn't get it this time. On the day, the other people were better. The guys thought your resume and interview were fantastic but you hadn't done enough for this job.

Anyway, now is a good time to say thanks for coming to Slim Gyms and we hope you find a job soon and have a good life.

Best wishes

1.8 Complete this corrected version of the draft letter using items from below:

candidates experience high impressed inform Mr. Bolen position sincerely success take thank unsuccessful wish would

RE: General Manager vacancy

Dear .....................................................1

Following your interview for the above position on August 25, I regret to ......................2 you that you were ......................3 on this occasion. The standard of ....................4 was extremely ......................5 and while the panel were very ......................6 with your resume and interview, it was felt that you did not have the necessary ......................7 for the ......................8 .

However, I ......................9 like to .......................10 this opportunity to ......................11 you for your interest in Slim Gyms and to......................12 you every ......................13 in your future career.

Yours ......................14 .

1.9 Study the Useful language box below. Use a dictionary to check the meaning of any words or phrases which are unfamiliar. Add three words or phrases to each column.

Useful language

A Personal qualities

B Skills/activities

C Useful phrases

creative

communication skills

I can work / perform well under

dynamic

interpersonal skills

pressure.

efficient

organisational ability

I am willing to take the

energetic

I was responsible for

initiative.

methodical

... co-ordinating

I have a proven track record in...

perceptive

... developing

I have extensive knowledge of...

responsible

... implementing

I have extensive experience

well-organised

... initiating

in/of...

... liaising

I am able to delegate...

... monitoring

I can work effectively in a team.

... negotiating

I am fluent in...

... organising

I have a good knowledge of...

... reviewing

... setting up

1.10 Complete the letter using suitable words and phrases from the Useful language box. The letter in brackets indicates which column you should check to find the correct word or phrase.

Dear Ms Walker

I am writing to apply for the position of Managing Director which you advertised in the International Herald Tribune, dated 22 April.

I am currently employed as Marketing Director in a medium-sized cosmetics company. However I am seeking a position which will offer a greater challenge and more responsibility.

In my last job, I was responsible for ……………………1 (B) a sales strategy for the firm and for ......................2 (B) the work of the advertising, sales and marketing personnel. I was also involved in......................3 (B) contracts with overseas agents and distributors, setting their sales targets and ......................4 (B) their performance. In the last six months, I have been engaged in ......................5 (B) franchising networks in Eastern Europe.

I have ......................6 (C) in the cosmetics industry, having worked for three companies dealing in health and beauty products. I think that I work well ......................7 (C) as I have organised several product launches when I had to meet tight deadlines. Although I never avoid responsibility, I am able to ......................8 (C) authority when necessary.

As for my personal qualities, I am a......................9 (A) person, with many ideas for exciting new products which would interest your company. Most people say that I am very ......................10 (A), with the ability to motivate staff and get results. I consider myself to be extremely ......................11 (A) because I always make the most of the resources available to me.

Since you are an international company, it may interest you to know that I am......................12 (C) in English and Spanish, and I have a working knowledge of Portuguese.

I would welcome the opportunity to meet you to discuss my application at greater length.

Yours sincerely

Gabrielle Gerard

(Ms) Gabrielle Gerard

1.11 Responding to job applications. Read the letter and fill in each blank with an appropriate passive form of the verbs below.

appoint issue pay set out

Mr Andrew Harris

77 Dunham Road

Bolton

Lancashire BL3 2FK

14 March

Dear Mr Harris,

Re: Assistant Project Manager, Kazakhstan

Further to your application for the above post, I am pleased to confirm that the Selection Board which met on II March recommended that you 1 ______________________ to the above post, subject to medical clearance.

Your salary 2 ____________________ at the rate of £25,000 per annum. Other benefits 3 _____________________ in the particulars of post attached.

I should be grateful if you could confirm in writing that you wish to take up the post by Wednesday 20 March.

The proposed start date is on 8 April and your contract, which is for a period of one year, 4 _____________________ after we receive written confirmation of your acceptance.

If you have any queries on the terms and conditions of service of the appointment in the meantime, please do not hesitate to contact me on the above number.

I look forward to hearing from you shortly.

Yours sincerely,

Karen Poulson

Karen Poulson

Recruitment Officer

1.12 Write Andrew's reply to Karen Poulson.

Useful language

Polite requests

I should be grateful if you could confirm in writing that...

Your prompt answer would be appreciated.

Accepting an offer

I am delighted to have been selected...

I would like to confirm that I do wish to accept the post.

Enclosing documents

I enclose a copy of my medical report.

Offering assistance

If you have any queries, do not hesitate to contact me.

Should you require further assistance, please do not hesitate to contact us.

If you should require additional details, please write to me.


2. Complaints and adjustments

2.1 Unjustified complaints

To have to complain is annoying, but to complain without good reason will also annoy your correspondent. If you complain, make sure you get your facts right. And if you have to answer an unjustified complaint, be polite and restrained, and remember that we can all make mistakes.

Below are two examples of unjustified complaints, with the replies to them. Notice how restrained the replies are.

Dear Sir,

I strongly object to the extra charge of £9.00 which you have added to my statement. When I sent my cheque for £56.00 last week, I thought it cleared this balance. Now I find…

Dear Mr Axeby,

We received your letter today complaining of an extra charge of £9.00 on your May statement. I think if you check the statement you will find that the amount due was £65.00 not £56.00 which accounts for the £9.00 difference. I have enclosed a copy of the statement and...

Dear Sir,

I could not believe it when I read that your prices have now been increased by £7.00. To have to pay £12.00 for an article that was £5.00 only a few months ago is outrageous! The government is fighting inflation...

Dear Mr Richardson,

Thank you for your letter. I checked the item you referred to, which is in fact the Scriva Pen catalogue No. G14 on our price-list. The pen has been increased to £7.00, not by £7.00, and I think you will agree that for a fountain pen this is not an unreasonable increase considering that the price of our materials has doubled in the past few months.

2.2 Writing general complaints

2.2.1 Opening

Do not delay and do not apologize. Complain as soon as you realize a mistake has been made; delay not only weakens your case, but can complicate the matter as the people you are dealing with might forget the details. And there is no need to open your letter by apologizing for the need to complain ('We regret to inform you ...','I am sorry to have to write to you about...'); this also weakens your case. Begin simply:

We would like to inform you…

I am writing to complain about…

I am writing with reference to Order No. P32 which we received yesterday.

2.2.2 The language of complaints

Terms like 'disgusted', 'infuriated', 'enraged', 'amazed' have no place in business. You can express dissatisfaction by saying:

This is the third time this mistake has occurred and we are far from satisfied with the service you offer.

Unless you can fulfil our orders efficiently in the future we will have to consider other sources of supply.

Please ensure that this sort of problem does not arise again.

Do not be rude or personal. In most cases correspondence between firms takes place between employees in various departments. Nothing is gained by being rude to the individual you are writing to; you may antagonize someone who has probably had nothing to do with the error and, rather than getting the error corrected, s/he could become defensive and awkward to deal with.

Therefore, do not use sentences like:

Use the passive and impersonal structures:

'You must correct your mistake as soon as possible.

The mistake must be corrected as soon as possible.

'You made an error on the statement.

There appears to be an error on the statement.

'You don't understand the terms of discount. We told you to deduct discount from net prices, not c. i. f. prices.

There seems to be some misunderstanding regarding terms of discount. Discount is deducted from net prices, not c.i.f. prices.

Do not use words like 'fault' ('your fault', 'our fault') or 'blame' ('you are to blame'); these expressions are not only rude, but childish. Therefore, do not write:

It is not our fault, it is probably the fault of your despatch department.

But:

The mistake could not have originated here, and must be connected with the despatch of the goods.

Never blame your staff, and finally, while writing the complaint remember that your supplier wants to help you and correct the mistake. He is not in business to irritate or confuse his customers but to offer them a service.

2.2.3 Explaining the problem

If you think you know how the mistake was made, you may politely point it out to your supplier. Sometimes when a mistake occurs several times, you may be able to work out why it is happening more quickly than the firm you are dealing with.

Could you tell your despatch department to take special care when addressing my consignment? My name is C. J. Schwartz, Bergstr. 101 Koln. But there is a C. Schwartz, Bergstr. 110 Koln who also deals in electrical fittings.

Could you ask your accounts department to check my code carefully in future? My account number is 246-642, and they have been sending me statements coded 642-246.

I think the reason that wrong sizes have been sent to me is because I am ordering in metric sizes, and you are sending me sizes measured in feet and inches. I would appreciate your looking into this.

2.2.4 Suggesting a solution

If you think you know how the mistake can be corrected, let your supplier know.

If I send you a debit note for £18.00 and deduct it from my next statement that should put the matter right.

The best solution would be for me to return the wrong articles to you, postage and packing forward.

Rather than send a credit note, you could send six replacements which would probably be easier than adjusting our accounts.

2.3 Replying to letters of complaint

2.3.1 Opening

Acknowledge that you have received the complaint, and thank your customer for informing you.

Thank you for your letter of 6 August informing us that…

We would like to thank you for informing us of our accounting error in your letter of the 7 June.

We are replying to your letter of 10 March in which you told us that…

2.3.2 Getting time to investigate the complaint

Sometimes you cannot deal with a complaint immediately, as the matter needs to be looked into. Do not leave your customer waiting, but tell him what you are doing straight away.

While we cannot give you an explanation at present, we can promise you that we are looking into the matter and will write to you again shortly.

As we are sending out orders promptly, I think these delays may have something to do with the haulage contractors and I am making investigations at the moment.

Would you please return samples of the items you are dissatisfied with, and I will send them to our factory in Düsseldorf for tests.

2.3.3 Explaining the mistake

If the complaint is justified, explain how the mistake occurred but do not blame your staff; you employed them, so you are responsible for their actions.

The mistake was due to a fault in one of our machines, which has now been corrected.

There appears to have been some confusion in our addressing system, but this has been adjusted.

2.3.4 Solving the problem

Having acknowledged your responsibility and explained what went wrong, you must, of course, put matters right as soon as possible and tell your customer that you are doing so.

We have now checked our accounts and find that we have indeed been sending you the wrong statement due to a confusion in names and addresses. The computer has been reprogrammed and there should be no more difficulties. Please contact us again if any similar situation arises, and once more thank you for pointing out the error.

The reason for the weakness in the units you complained about was due to a faulty manufacturing process in production. This is being corrected at the moment and we are sure you will be completely satisfied with the replacement units we will be sending you in the next few weeks.

2.3.5 Rejecting a complaint

If you think the complaint is unjustified, you can be firm but polite in your answer. But even if you deny responsibility, you should always try to give an explanation of the problem.

Our engineer has examined the machine you complained about and in his report tells us that the machine has not been maintained properly, if you look at the instruction booklet on maintenance that we sent you, you will see that it is essential to take care of. . .

Our factory has now inspected the stereo unit you returned last week, and they inform us that it has been used with the wrong speakers and this had overloaded the circuits. We can repair the machine, but you will have to pay for the repairs as misuse of the unit is not included under our guarantee.

2.3.6 Closing

It is useful when closing your letter to mention that this mistake, error, or fault is an exception, and it either rarely or never happens, and of course you should apologize for the inconvenience your customer experienced.

In closing we would like to apologize for the inconvenience, and also point out that this type of fault rarely occurs in the Omega 2000.

Finally, may we say that this was an exceptional mistake and is unlikely to occur again. Please accept our apologies for the inconvenience.

The replacements of the faulty articles are on their way to you and you should receive them within the week. We are sure that you will be satisfied with them and there will be no repetition of the faults. Thank you for your patience in this matter, and we look forward to hearing from you again.

2.4 Specimen letters

2.4.1 Complaint of damage

F. Lynch & Co. Ltd.

(Head Office), Nesson House, Newell Street, Birmingham B3 3EL

Telephone No.: 021236 6571 Fax: 021236 8592 Telex: 341641

SatexS.P.A. Your Ref:

Via di Pietra Papa Our Ref:

00146 Roma Date: 15 August 200-

Attn. Mr D. Causio

Dear Mr Causio,

Our Order No. 14478

I am writing to you to complain about the shipment of sweaters we received yesterday against the above order.

The boxes in which the sweaters were packed were damaged, and looked as if they had been broken open in transit. From your invoice No. 18871 we estimate that thirty garments have been stolen to the value of £150.00. And because of the rummaging in the boxes, quite a few other garments were crushed or stained and cannot be sold as new articles in our shops.

As the sale was on a c.i.f. basis and the forwarding company your agents, we suggest you contact them with regard to compensation.

You will find a list of the damaged and missing articles attached, and the consignment will be put to one side until we receive your instructions.

Yours sincerely,

L. Crane

L. Crane

Chief Buyer

Questions:

1. How had the damage occurred?

2. Why can't the garments still be sold?

3. What does Mr Crane intend to do with the damaged consignment?

4. Why does Mr Crane suggest Mr Causio has to deal with the documentary details of the complaint?

5. What is enclosed with the letter?

6. Which words in the letter correspond to the following: during transportation; assess; clothes; make up for the loss ?

2.4.2 Reply to complaint of damage

Because Satex sells goods on a c.i.f. basis to their retailers, and in this case there was no special instruction to send the goods in a particular way, Satex will have to find out what happened and whether they can be compensated. Mr Causio could have asked Mr Crane to keep those items which were not damaged, and return the garments which could not be sold. However, he wants the shipping company to inspect the whole consignment in case they do not accept that the damage was caused by pilfering.

Satex S.p.A.

Via di Pietra Papa, 00146 Roma

Telefono: Roma 769910 Telefax: (06) 4815473 Telex: 285136

Mr L. Crane, Chief Buyer Vs. rif.: Order 14478

F. Lynch & Co. Ltd. Ns.rif.: D/1162

Nesson House

Newell Street 24 August 200-

Birmmgham B3 3EL

UNITED KINGDOM

Dear Mr Crane,

Thank you for informing us' about the damage to our consignment (Inv. No, 18871).

From our previous transactions you will realize that this sort of problem is quite unusual. Nevertheless, we are sorry about the inconvenience it has caused you.

Please would you return the whole consignment to us, postage and packing forward, and we will ask the shipping company to come and inspect the damage so that they can arrange compensation. It is unlikely that our insurance company needs to be troubled with this case.

If you want us to send you another shipment as per your order No. 14478, please let us know. We have the garments in stock and it would be no trouble to send them within the next fortnight.

Yours sincerely,

D. Causio

D. Causio

2.4.3 Complaint of non-delivery

The final example in this section is an illustration of a strong complaint to a supplier. In this case the customer, Forham Vehicles PLC, makes lorries for export. They placed an order with Baden, to supply them with 60 dynamos for an export shipment of lorries that were to be sent to Greece. Baden have neither delivered the order, nor answered Forham's previous letter urging them to make delivery.

FORHAM VEHICLES PLC

Lever Estate, Scarborough, Yorkshire Y011 3BS

Directors: M. Blackburn, M.H. Thomson

Telephone 0723 16952 Reg. England: 8969135

Fax: 0723 81953 VAT. 1462 321 17

Telex: 437865

Mr R. Zeitman Date: 20th June 200-

E.F. Baden AG

Ztilpicher Str. 10-20

D-4000 Dusseldorf 11

Dear Mr Zeitman

Order No. VC 58391

We are writing to you with reference to the above order and our letter of 22 May in which we asked you when we could expect delivery of the 60 dynamos (Artex model 55) you were to have supplied on 3 June for an export order.

We have tried to contact you by phone, but could not get anyone in your factory who knew anything about this matter.

It is essential that we deliver this consignment to our Greek customers on time as this was an initial order from them and would give us an opening in the Greek market.

Our deadline is 28 June, and the lorries have been completed except for the dynamos that need to be fitted.

Unless we receive the components within the next five days, the order will be cancelled and placed elsewhere. We should warn you that we are holding you to your delivery contract and if any loss results because of this late delivery we will be taking legal action.

Yours sincerely,

M. Blackburn

M. Blackburn

2.4.3 Reply to complaint of non-delivery

Note how this letter is both apologetic but firm. Though Baden accept responsibility for the problems Forham face in delivering their consignment to their Greek customers, Herr Zeitman rejects the threat of legal action by drawing Mr Blackburn's attention to a clause in their contract staling that the company will not be responsible for 'unforeseen circumstances that arise'. However, Herr Zeitman is flexible enough to realize he must not antagonize his customer, so he allows Mr Blackburn the opportunity to cancel the order if he can make other arrangements.

Therefore, the two main points this letter makes are - first, do not commit yourself to contracts unless you are absolutely certain they can be fulfilled. Second, always try and be as flexible as possible with customers or associates even if you are in a strong position; it will improve your business reputation.

E. F. Baden AG

Zulpicher Str. 10-20, D-4000 Dusseldorf 11

Tel: (0211) 38.34.06/09 Fax: (0211) 3B.34.271 Telex: 032651

Mr M. Blackburn 29 June 200-

Forham Vehicles PLC

Lever Estate

Scarborough YO 11 3BS

Dear Mr Blackburn,

Thank you for your letter of 20 June concerning your order (No. VC 58391) which should have been supplied to you on 3 June.

First let me apologize for your order not being delivered on the due date and for the problems you have experienced in getting in touch with us about it. But as you may have read in your newspapers we have experienced an industrial dispute which has involved both administrative staff and employees on the shop floor, and as a consequence has held up all production over the past few weeks.

I can tell you that the dispute has been settled and we are back to normal production. There is a backlog of orders to catch up on, but we are using associates of ours to help us fulfil all outstanding commitments: your order has been given priority, so we should be able to deliver the dynamos before the end of this week.

May I point out, with respect, that your contract with us did have a standard clause staling that delivery dates would be met unless unforeseen circumstances arose, and we think you will agree that a dispute is an exceptional circumstance. However, we quite understand your problem and will allow you to cancel your contract if it will help you to meet your own commitments with your Greek customers. But we will not accept any responsibility for any action they may take against you.

Once again let me say how much I regret the inconvenience this delay has caused, and emphasize that it was due to factors we could not have known about when we accepted your delivery dates.

Please phone or fax me letting me know if you wish us to complete your order or whether you would prefer to make other arrangements.

I look forward to hearing from you within the next day or so. Yours sincerely,

R. Zeitman

R. Zeitman

Managing Director

2.5 Points to remember

1. Before writing a letter of complaint, make sure you have got your facts right.

2. Complaints are not accusations; they are requests to correct mistakes or faults, and should be written remembering that the supplier will want to put things right.

3. Therefore, write calmly, clearly presenting all the relevant information and making any suggestions that might help put the matter right.

4. Never make the complaint personal (your mistake, your fault, you are to blame). Use an impersonal tone (the mistake, it must have happened because, the error).

5. When answering a complaint, apologize for the mistake, thank the writer for pointing it out to you, explain how it occurred (but don't blame your staff) and how you intend to deal with it.

6. If you need more time to investigate the complaint, tell your customer so.

7. If the complaint is unjustified, politely explain why, but sympathize about the inconvenience it has caused.

8. Remember that, whether your customer's complaint is right or wrong, he/she /s your customer and his/her comments about you to other people in your trade or profession can either improve or damage your reputation.

Making complaints

2.1 Jonathan Webb, Marketing Director of Executive Golfing Ltd, placed an order for an advertisement with an agency. On 15 May he stated the following requirements to Rachel Levy at RL Media:

• Publication: Ambition magazine

• Last date for submission of text: 10 June

• Issue date: 27 June

• Position: as specified - no alternative position accepted

• Payment: on last day of month following publication

• Advertisement to be approved before publication

It is now 5 July. Jonathan Webb has just received a copy of the latest issue of Ambition magazine with the advertisement in it. He has noticed that the advertisement did not appear as requested.

Read the letter that he sends to Rachel Levy, pointing out the mistakes and refusing to pay the agreed price. Choose the appropriate expression for each space.

Rachel Levy

RL Media

West View Rd

London

W16PL 5 July

Dear Rachel,

I have 1 (just received / just got) the latest issue of your magazine and checked our advertisement. I'm 2 (unhappy / sorry) to tell you that a number of mistakes have been made by RL Media. I wrote to you on 15 May 3 (confirming / saying) the details of the advertisement. 4 (Unfortunately / And) the following mistakes have 5 (come up / occurred):

• The advertisement appeared in the issue of 4 July instead of 27 June.

• It was on a left-hand page instead of a right-hand page.

• It was placed in the last part of the magazine. We 6 (said / specified) that it should be in the front part.

We 7 (said strongly / made it clear) that the correct position of the advertisement was 8 (absolutely vital / the most important thing). As you can imagine, the incorrect placing of the advertisement has caused us great 9 (trouble / inconvenience) and will no doubt 10 (affect / hurt) sales of our new product range. Due to all these errors, we 11 (don't want to/ feel unable to) pay the full cost of the advertisement. I am, however, prepared to pay 40% of the cost and trust that you 12 (like the idea / consider this acceptable).

I look forward to 13 (receiving / hearing) your comments 14 (as soon as possible / quickly). Yours sincerely

Jonathan Webb

Jonathan Webb

Marketing Director

2.2 Reorder the following, so that they show the usual structure of a letter of complaint:

  • Explain what went wrong or why you were dissatisfied.

· End with an appropriate comment.

· Mention the inconvenience caused.

· Begin by regretting the need to complain.

· Suggest how the matter can be put right or what your solution to the problem is.

Now look at Jonathan Webb's letter and check how he organises his ideas.

2.3 Study the expressions in the Useful language box, then choose one of the situations below and write a letter of complaint:

Useful language

Opening the letter

I am writing to complain about...

I am sorry to tell you that...

I am writing with reference to...

Explaining why you are dissatisfied

There seems to have been an error.

There appears to be a mistake / a misunderstanding.

Requesting action

I would be glad if you would look into the matter.

Suggesting action

The best solution would be to...

I'd like to suggest that...

Write your own letter of complaint, for example, about a poor product or unsatisfactory service that you have experienced.

2.4 Letters of complaint. Unscramble the sentences and re-order them to make two different letters of complaint. Write the sentence numbers in the table.

Complain about delivery

Reply to a reminder to pay

1. As a matter of fact, the above invoice was settled on October 10, i.e., exactly five days after our order had been received.

2. As a result, I will have to consider changing my supplier unless you can guarantee that such errors will not happen again in the future.

3. As usual, we paid by bank transfer.

4. Every time, those errors have had an adverse effect on our production schedules.

5. Further to our telephone call this morning, I am writing to complain about a number of items which are either missing or faulty in the above order.

6. I am sorry to have to remind you that this is the third time we have had occasion to complain of such mistakes.

7. Please find enclosed a detailed list of both missing and faulty items.

8. We enclose a copy of a statement from our bank confirming that payment was indeed made.

9. I hope you will take the necessary action to resolve this matter speedily.

10. We would advise you to check your records carefully.

11. With reference to your reminder of December 1, it seems to us that an error has been made.

2.5 Complaints and suggestions. Complete this business e-mail with an appropriate form of the verbs below:

accept arrive cause complain guarantee happen look promise

To: iroda.vilag@clunanethu

Subject: Order No RS/050A

Dear Mrs Nagy

This is to 1_______________ about the late delivery of our order for 15 office chairs which 2___________________ today twelve days later than you 3____________________.

We cannot 4__________________ the possibility of such a delay 5__________________ again as it has 6__________________ us a lot of inconvenience. If you can't 7___________________ firm delivery dates, I'm afraid we'll have to 8____________________ for an alternative supplier.

Yours sincerely

E.Jankov

Pharmaco Int.

Replying to Letters of Complaint

2.6 Reply to the e-mail above (ex. 2.5).

Useful language

Showing understanding and sympathy

I am very sorry to hear that...

I am sorry that you were dissatisfied with...

Apologising

I would like to apologise for the inconvenience you suffered / the problems you experienced.

Please accept our sincere apologies.

We would like to offer our sincere apologies for ...

Indicating action

I have looked into the matter.

I have checked with the staff involved.

The delay / mistake / damage was due to circumstances beyond our control.

We cannot understand how such a delay / mistake could have occurred.

Offering compensation

To compensate you for the inconvenience, we would like to offer you...

Please accept our reassurances that...

We can guarantee that...

Let me personally assure you that...

Ending the letter

Thank you for bringing this matter to my attention.

Once again, my apologies for the inconvenience caused.

We very much regret the embarrassment /annoyance you experienced.

I very much hope that you will continue to use our company in the future.

2.7 The text of a letter replying to a complaint is given. Complete it, choosing from the alternatives given to fill in the gaps.

1 a) the 25 of October

b) October the 25

c) 25th October

2 a) defect

b) problem

c) asset

3 a) demand

b) order

c) request

4 a) investigated

b) looked

c) traced

5 a) bothered

b) killed

c) horrified

6 a) suppliers

b) creators

c) models

7 a) mislabelled

b) misspelt

c) mishandled

8 a) certified

b) checked

c) tried

9 a) apologise

b) sorry

c) regret

10 a) suggest

b) demand

c) insist

11 a) charge

b) subtract

c) reimburse

12 a) debit

b) cost

c) credit

Thank you for your letter of 1 _______________ 1989, about the 2 ______________ you have had with your 3 _________________ X/123/89.

I have 4 __________________ into the matter and I was 5 ________________ to find that our 6 __________________ had sent us the wrong components and had also 7 ________________ them, so that our clerks did not realise the mistake. Of course we should have 8 _________________, but I am 9 __________________ to say that we did not do so.

The only thing I can do is to 10 ________________ that you return the faulty items (we will, of course, 11 _________________ the shipping costs) and we will replace them with the correct items or 12 __________________ you with their value. We apologise for the error and are taking steps to ensure that it is not repeated.

2.8 Silvina Pietragalli recently flew home to Argentina. She had a very unpleasant flight and she wrote to Alpha Airlines to complain about it.

These are the points she mentioned in her letter:

• a group of young people were behaving badly;

• they were drinking alcohol and being very noisy;

• they were moving around the plane disturbing other passengers;

• passengers were unable to relax or sleep;

• the cabin crew were unable to deal with the situation;

• the situation not only unpleasant but dangerous;

• Ms Pietragalli is unlikely to fly with Alpha Airlines again.

The following reply was sent to Ms Pietragalli by Alpha's Customer Relations Manager. Complete the letter with suitable words or phrases from below:

compensate concerned the difficulties you encountered in the future inconvenience looked into once again sincere apologies to my attention to offer you unfortunately

Ms. Silvina Pietragalli

Av Mansilla 15

08034 Buenos Aires

Argentina December 15

Dear Ms. Pietragalli:

Thank you for your letter of December 10. I was extremely .......................1 to learn about the unpleasant experience you had during your flight to Argentina. I would like to apologize on behalf of Alpha Airlines for the annoyance and ..........................................2 you suffered.

I have .......................................3 the matter and talked to the staff concerned. They agreed that the young people were noisy and some of them did drink too much. However, they said that these passengers seemed to be having a good time and the staff didn't want to 'spoil their fun'. I showed them your letter and explained how upset you were. They now regret that they did not take action to control the situation. They wish to offer you their ..........................................4 . I should add that the flight attendants in question had only recently finished their training and therefore were rather inexperienced. .........................................5 , they were not used to dealing with this kind of situation. I am sure that they will learn from the incident and know how to deal with such behaviour in future.

I hope that the 'bad memories' of the flight will soon disappear. To..........................................6 for the inconvenience caused to you, I would like..........................................7 a gift from our catalogue. Please choose one of the items displayed in the catalogue on pages 6-10. Let us know your selection and we shall send you the gift without delay.

.........................................8 , please accept our apologies for ..........................................9 . Thank you very much for bringing this matter .........................................10 . I very much hope that you will continue to use our airline when you travel .........................................11 .

Yours sincerely,

Lisa Kaplan

Lisa Kaplan

Customer Relations Manager

Put the following points in order to show how Lisa Kaplan's letter is organized:

  • describe what action has been taken;

· offer some kind of compensation;

· apologise;

· refer to the letter received;

· show understanding and sympathy;

· apologise again.

2.9 Write a suitable letter to deal with one of these situations. Invent an address for the people and companies concerned. Use some of the expressions from the Useful language box.

1. An official of a national Health Authority is angry because deliveries of drugs from your company arrived a month late. The drugs were needed urgently.

2. A company buyer refuses to accept a shipment of personalised pens sent by your company because the company's name has been misspelt on each pen.

3. An accounts manager writes to you about errors in a sales invoice you sent to them concerning the sale of 20 tables and chairs. They were billed for $40,800. The correct amount is $4,800.

2.10 Complete this reply to the complaint about delivery in the exercise above.

BEEBOP FOOTWEAR

Wholesale & Retail

MrM.Hopkins

The Golden Boot 23

Birchington Road

Cheirnsford

Essex CM4 SFG 23 May

Dear Mr Hopkins,

We were very sorry to receive your letter complaining 1________________ a damaged and incomplete consignment, order ref 20G/FF/103.

Our staff has been 2___________________ great pressure recently to deal with an unusually large number of orders, and unfortunately mistakes have occurred. We have already arranged 3__________________ all replacements and missing items to be shipped to you.

You will also be pleased to hear that, under the circumstances, we have decided to offer you a 6% discount instead of the 4% formerly agreed.

Please accept our apologies 4_______________ the inconvenience caused, and rest assured that we will do our utmost to ensure that such mistakes do not occur again 5_________________ the future.

We look forward 6________________ doing business 7________________ you again.

Yours sincerely,

Fraus Vierstraete

Sales Director


3. Enquiries

3.1 Methods of enquiry

An enquiry can be made by telephone, telegram (cable), fax, or postcard. If you use a postcard, it is not necessary to begin with a salutation (Dear Sir, etc.) nor end with a complimentary close (Yours faithfully, etc.) Your address, the date, and reference is sufficient.

If you need to give more information about yourself or ask the supplier for more information, you will need to write a letter. The contents of this will depend on three things: how well you know your supplier; whether your supplier is at home or abroad; and the type of goods you are enquiring about - there is a difference between asking IBM about the cost of installing a complex computer and asking a publisher how much a book would cost.

3.2 Writing letters of enquiry

3.2.1 Opening

Tell your supplier what sort of firm you are.

Our company is a subsidiary of Universal Business Machines and we specialize in...

We are one of the main producers of industrial chemicals in Germany, and we are interested in...

How did you hear about the firm you are writing to? It might be useful to point out that you know a firm's associates, or that they were recommended to you by a consulate or Trade Association.

You were recommended to us by Mr John King, of Lasworn & Davies, Merchant Bankers.

We were advised by Spett. Marco Gennovisa of Milan that you were interested in supplying…

It is possible to use other references:

We were impressed by the selection of gardening tools that were displayed on your stand at this year's Gardening Exhibition held in Hamburg.

Our associates in the packaging industry speak highly of your Zeta packing machines and we would like to have more information about them. Could you send us…

3.2.2 Asking for catalogues, price-lists, prospectuses

It is not necessary to give a lot of information about yourself when asking for catalogues, brochures, booklets, etc. This can be done by postcard, but remember to supply your address, unless it is already printed, phone number, telex, and fax number if you have one. It would also be helpful if you could briefly point out any particular items you are interested in.

Could you please send your current catalogue and price-list for exhibition stands? We are particularly interested in 'furniture display' stands.

Would you let us have your summer brochure for holidays to Greece and the Greek Islands, and supply details of any low fares and tariffs for the month of September?

3.2.3 Asking for details

When asking for goods or services you must be specific and state exactly what you want. If replying to an advertisement you should mention the journal or newspaper, the date, and quote any box number or department number given, e.g. Box No. 341; Dept. 4/12B. And if referring to, or ordering from a catalogue, brochure, leaflet, or prospectus, always quote the reference, e.g. Cat. No. A149; Holiday No. J/M/3; Item No. 351; Course BL 362.

I am replying to your advertisement in the June edition of 'Tailor and Cutter'. I would like to know more about the 'steam pressers' which you offered at cost price.

Could you please give me more information about course BL 362 which appears in the language learning section of your summer prospectus?

3.2.4 Asking for samples, patterns, demonstrations

You might want to see what a material or item looks like before placing an order. Most suppliers are willing to provide samples or patterns so that you can make a selection. However, few would send a complex piece of machinery for you to look at. In that case you would be invited to visit a showroom, or the supplier would offer to send a representative. Nevertheless, if it is practical, ask to see an example of the article you want to buy.

We would also appreciate it if you could send some samples of the material so that we can examine the texture and quality.

I would like to discuss the problem of maintenance before deciding which model to install in my factory. I would be grateful if you could arrange for one of your representatives to call on me within the next two weeks.

3.2.5 Suggesting terms, methods of payment, discounts

Firms sometimes state prices and conditions in their advertisements or literature and may not like prospective customers making additional demands. However, even if conditions are quoted, it is possible to mention that you usually expect certain concessions. Although it is true that once a supplier has quoted a price and stated terms, he may be unwilling to change them, by suggesting your terms you indicate that certain conditions may persuade you to place an order.

We usually deal on a 30% trade discount basis with an additional quantity discount for orders over 1,000 units.

Could you let us know if you allow cash or trade discounts?

We intend to place a substantial order, and would therefore like to know what quantity discounts you allow.

3.2.6 Closing

Usually a simple 'thank you' is sufficient to close an enquiry. However, you could mention that a prompt reply would be appreciated, or as the examples show, that certain terms or guarantees would be necessary.

Thank you for your attention. We hope to hear from you in the near future.

We would be grateful for an early reply.

If the concessions we have asked for could be met, we would place a substantial order.

You can also indicate further business, or other lines you would be interested in if you think they could be supplied. If a supplier thinks that you may become a regular customer, rather than someone who has placed the odd order, he would be more inclined to quote competitive terms and offer concessions.

If the prices quoted are competitive, and the quality up to standard, we will order on a regular basis.

Provided you can offer favourable quotations, and guarantee delivery within four weeks from receipt of order, we will place regular orders with you.

3.3. Specimen letters

3.3.1 Reply to an advertisement

In this letter the customer is replying to an advertisement for cassettes which he saw in a trade journal. The advertiser gave little information, so the writer will have to ask for details.

Disc SA

251 rue des Raimonires F-86000 Poitiers Cedex

Tel: (33) 99681031 Telecopie: (33) 102163

Ref: PG/AL 12 May 19-

The Sales Dept.

R.G. Electronics AG

Havmart 601

D-5000 Koln

Dear Sirs,

We are a large record store in the centre of Poitiers and would like to know more about the tapes and cassettes you advertised in this month's edition of 'Hi Fi News'.

Could you tell us if the cassettes are leading brand names, or made by small independent companies, and whether they would be suitable for recording classical music or only dictations and messages? It would also be helpful if you could send us some samples and if they are of the standard we require, we will place a substantial order. We would also like to know if you are offering any trade discounts. Thank you.

Yours faithfully,

P. Gerard

P. Gerard

Questions:

1. Why does M. Gerard say they are a large' record store?

2. Is he interested in high-quality cassettes or low-quality cassettes?

3. What two things does he require before he places an order?

4. How did he hear about the advert?

5. If the letter began Dear Mr… what would the complimentary close be?

6. Is M. Gerard asking about any special concessions?

7. Which words in the letter correspond to the following: publication, product's name, vocal instructions, examples, large?

3.3.2 Enquiry from a retailer to a foreign manufacturer

This letter is from a Birmingham chain of retail shops to an Italian manufacturer. Here the retailer explains how he got to know about the manufacturer, and suggests that a quantity discount and acceptance of his method of payment would persuade him to place an order. He is staling his terms in his enquiry because he feels that as a bulk buyer he can stipulate conditions. But you will see from the reply that although the Italian manufacturer wants the order, he does not like the terms, and suggests conditions that are more suitable to him.

F. Lynch & Co. Ltd.

(Head Office), Nesson House, Newell Street, Birmingham B3 3EL

Telephone No.: 021 236 6571 Fax: 021 236 8592 Telex: 341641

Satex S.p.A Your ref:

Via di Pietra Papa Our ref: Inq. C351

00146 Roma

ITALY 6 February 200-

Dear Sirs,

We were impressed by the selection of sweaters that were displayed on your stand at the 'Menswear Exhibition' that was held in Hamburg last month.

We are a large chain of retailers and are looking for a manufacturer who could supply us with a wide range of sweaters for the teenage market.

As we usually place very large orders, we would expect a quantity discount in addition to a 20% trade discount off net list prices, and our terms of payment are normally 30-day bill of exchange, documents against acceptance.

If these conditions interest you, and you can meet orders of over 500 garments at one time, please send us your current catalogue and price-list. We hope to hear from you soon.

Yours faithfully,

L. Crane

L. Crane

Chief Buyer

Questions:

1. How did Lynch & Co. get to know about Satex?

2. What market are Lynch & Co. interested in?

3. How many sweaters are they likely to order?

4. What discounts are they asking for?

5. How will payment be made?

6. What expression does Mr Crane use to show Lynch is a large firm?

7. Should any references be quoted in reply to this letter?

8. Which words in the letter correspond to the following: shown, group of shops, selection, less, present?

3.3.3 Request for an estimate

A supermarket is asking a firm of shop-fitters for an estimate to put in counters, shelves, windows, etc.

SUPERBUYS Ltd.

Superbuy House, Wolverton Road, London SW16 7DN

Telephone: 0813271651 Reg.No.: 94116 London

Telex: 3031 13 VAT No. 516 641030

Fax: 0813271935

The Manager Date: 10th January 200-

Wembley Shopfitters Ltd.

Wycombe Road

Wembley Middlesex HAS 6DA

Dear Sir,

We are opening a new branch of 'Superbuys' in Wembley High Street in March and would like to know if you could send someone along to give us an estimate for refitting.

From our designer's plan enclosed, you can see that the premises were once used as a warehouse and would need extensive alterations which would include putting in counters, shelves, windows, rewiring, and reflooring.

The work would have to be completed before the end of February and you would be required to sign a contract to that effect. If the job interests you, please contact Mr Keith Bellon our Managing Director on 081327 1651 ext. 119 to arrange an appointment,

Yours faithfully,

Jean Landman

Jean Landman

Secretary to K. Bellon

Encl. Wembley Plan AC/1342

Questions:

1. Why is an estimate needed? Why is it not possible to give a firm quotation?

2. What has to be done before the estimate can be given?

3. Can Wembley Shopfitters take as long as they want to complete the job?

4. Do Superbuys expect a letter in reply?

5. How should Mr Bellon be contacted?

6. Has anything been included with the letter?

7. How were the premises originally used?

3.4 Points to remember

1. Enquiries can take the form of telephoned, telexed, or taxed requests for information. Only use these forms if you can make your enquiry very brief. For fuller enquiries, write a letter.

2. Give details of your own firm as well as asking for information from your prospective supplier.

3. Be specific and state exactly what you want. Quote box numbers, catalogue references, etc. to help your supplier to identify what you want.

4. Ask for samples if you are uncertain about a product.

5. You can suggest terms and discounts, but be prepared for your supplier to make a counter-offer.

6. You can be direct in your letter, yet still polite. Notice how the use of the passive can soften a request: I want a prompt reply is impolite; A prompt reply would be appreciated is better. Notice also how short sentences can create an abrupt effect, while a complex sentence can modify: We are large wholesalers. We are interested in your range of shirts is not as good as We are large wholesalers and are interested in your range of shirts.

7. Close with a simple 'thank you' or ‘I look forward to hearing from you', unless you want to indicate the possibility of substantial orders or further business.

Writing letters of enquiry

3.1 Complete the letter with the following phrases:

could you also provide on behalf of please place a substantial order the quality of your products

Mr C. Davis 5 March

Leatherware plc

14-19 Chatham Place

Manchester MIS 4AA

Dear Mr Davis

I visited the Leatherware stand at the Dusseldorf Trade Fair last month ..........................1 'Pablo Cortez' and was impressed by …………………….2 .

........................................3 send me information about your range of executive briefcases. I think that these could do well in our market. ........................................4 full details of prices, delivery dates, methods of payments and discounts. Could you send all the details in your letter as we do not have the time to search through large brochures. Also if you have any other products which might appeal to this segment of the market, please let me know.

I look forward to hearing from you. If terms and delivery dates are satisfactory, I hope to..........................................5 .

Yours sincerely

Pedro Jiminez

Pedro Jiminez

3.2 Below you will see parts of three letters of enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.

advertisement discount latest catalogue price list

advise faithfully model price range

current issue forward particularly reference

Dear information payment still available

A. 1 _____________ Sir

I have seen your 2 _____________ in the 3 _____________ of 'Office Weekly' and am interested in your range of office stationery. Could you please send me your 4 ______________ and 5 _______________. I look 6 ______________ to hearing from you. Yours 7 ________________.

B. With 8 _______________ to your advertisement in today's 'Times', could you please send me 9 _______________ about your office furniture. I am 10 ______________ interested in your adjustable typist's chairs.

C. Some time ago we purchased from you some JF72 solar-powered pocket calculators. As this 11 ______________ was so popular with our customers, we would like to know if it is 12 ________________. If so, would you kindly 13 ______________ us of your terms of 14 _______________ and any quantity 15 ______________ available. Could you also include details of any new models in the same 16 ________________.

Replying to letters of enquiry

3.3 The following letter is the reply which Colin Davis writes to Pedro Jiminez (see ex. 3.1). There are a number of mistakes in it - sometimes incorrect spelling, sometimes grammatical or usage mistakes. Find the mistakes and write the correct word in the space on the right.

Dear Mr Jiminez

Thank you for your letter of 5 March by enquiring
about our rainge of executive briefcases.

The enclosed leeflet summarises the specifications
and prices of our total range of brief and
attache cases. In the most cases we are able to
suply goods within fourteen days.

We allow a qantity discount of 7% on purchases of
50 or more of models, rising to 15% on quantities
of 100 or more. Furthermore we offer a discont of
3% for payment within 14 days from date of
invoice. Payment should be paid in sterling and
within 30 days.

Finally I have taken you the liberty of enclosing a
copy of our latest catalogue giving full detals of
our range of executive luggage and leather goods.
I hope you will find it of an interest.

Should you have any further questions please do
not be hesitate to contact me personally on the
above numbers.

We look forward to receive an order from you in
the near future.

Yours sincerely

Colin Davis

Colin Davis

1___OK_____

2___________ 3___________

4___________ 5___________ 6___________ 7___________

8___________ 9___________ 10__________ 11__________ 12__________ 13__________

14__________ 15__________ 16__________ 17__________

18__________ 19__________ 20__________

21__________ 22__________

3.4 Mr Adriano Gornez, a buyer for a department store in Sao Paulo, Brazil, writes to a clothing manufacturer asking for full details of the company's new range of shirts. He is interested in placing a large order. Write a suitable reply to his enquiry.

3.5 Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.

additional features enclosed leaflet further details competitive price enquiring hesitate range

date enquiry In addition sincerely pleasure

doing business full details in production supply

A. Dear Ms Prentice Thank you for your 1 ________________ of 3rd May about our office stationery.

We have 2 ______________ in enclosing our latest catalogue and price list. We hope you will find it of interest.

If you require any 3 ________________ please do not 4 _______________ to contact us. Yours 5 _______________.

B. Thank you for your letter of January 4th, asking about office furniture.

The enclosed catalogue contains 6 ______________ of our range. In most cases we are able to 7 _______________ you with the goods you require within fourteen days.

We look forward to receiving an order from you.

C. Thank you for your letter of 1st June, 8 _________________ about the JF72 pocket calculator.

This model is no longer 9 _______________ as it has been superseded by the JF75 solar-powered pocket calculator. As you will see from the 10 _____________ the new model has several 11 __________________ at an extremely 12 _______________.

We have also enclosed our latest catalogue giving details of the vast 13 _______________ of electronic goods we supply.

We allow a discount of 50% on purchases of not less than 50 of the same model, and 55% on quantities of not less than 100. 14 ________________ we give a discount of 5% for payment within fourteen days from 15 _______________ of invoice.

We look forward to 16 ________________ with you in the near future.

3.6 Read the letter of enquiry below, and cross out the one sentence which does not fit in.

TransChem Ltd

Dunakeszi at 127. H- 1810 Budapest, Hungary

The Principal,

Vernon Morgan College of English

11 Bucdeuch Avenue

Edinburgh EH4 7BG

30 August

Dear Madam or Sir

Our company is one of the leading suppliers of speciality chemicals to a wide range of industries in Eastern and Central Europe, where we have 12 branches. We therefore employ staff of many different nationalities.

With a view to increasing the efficiency of our operations, we wish to send a group of middle managers on executive language courses in the UK. We would like our staff not only to improve their communication skills, but also to further their knowledge of the kind of English needed in management and in the chemical industry.

One of our business colleagues has recommended your College as one of the best. Could you please let us have full details of your executive courses, such as term dates, fees and accommodation with host families. Good management looks after its existing clientele superbly and goes after markets offering the largest sales. Any other relevant details would be appreciated.

As we envisage sending 10 to 15 managers a year, we will naturally be looking for competitive offers and a lasting business relationship.

We look forward to your reply.

Yours faithfully,

Fekete Ferenc

Fekete Ferenc

Hungary Manager

3.7 Write a suitable reply to the letter in ex. 3.6, following the guidelines below.

• thank TransChem for their enquiry, and express interest;

• briefly introduce the Vernon Morgan College of English (founded 20 years ago / high quality tailor-made language training for executives / etc.);

• mention the trainers and consultants (highly qualified / enthusiastic and professional / experienced in the field / etc.) and mention clients (AGROCHEM in Milan and Petrosur in Valencia);

• mention social programme (opportunity to mix with local business people);

• refer to enclosed prospectus;

• offer 20% discount on course fees for first group (12% on subsequent groups of min. 10);

• close on an encouraging and optimistic note.

List of References

1. A. Ashley, A Handbook of Commercial Correspondence , Oxford University Press, 1994.

2. D. Cotton, D. Falvey, S. Kent, Market Leader, Intermediate Business English, Practice File, Longman, 2000.

3. J. Rogers, Market Leader , Upper Intermediate Business English, Practice File, Longman, 2001

4. J. Flower, Build Your Business Vocabulary , LTP, 1990

5. J.S. McKellen, Test Your Business English, General Usage, Penguin Books, 1990.

6. Steve Flinders, Test Your Business English , Intermediate, Penguin Books, 1997.

7. A. Ashley, A Correspondence Workbook, Oxford University Press, 1998.

8. D. Cotton, S. Robbins, Business Class , Longman, 1997.

9. M. Lannon, G.Tullis, T.Trappe, Insights into Business , Nelson Business English, Longman, 1996

10. G.Tullis, M. Lannon, Insights into Business , Workbook, Nelson Business English, Longman, 1996

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