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DELTA Business Communication Skills Series editors Susan Lowe and Louise Pile
ErmaiLing Louise
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DELIIA Publishing
39 Alexandra Road Addlestone Surrey I(T1 5 2PQ
llnited I(ingdom @ DELTA
I'ublishing 2004
All rights rescrved. No reproduction, copy or transmission of this publication may be made
without written permission from the publishers or in accordance with the provisions of the Copyright, Designs and Patents Act I 98 8. or under the terms of any licence permitting copying issued by the Copyright Lioensing Agency, 90 Tottenham Court Road, London W1P 9HE. PHOTOCOPIABLE 56-58 may be photocopied for use in class but may not be sold or distributed separately or included in any other publication lbr sale or distribution.
Pages
First published 2004
Critically read by Anne
Lar,r,s and Sarah Baldy{iihnapfel Edited by Catriona Watson-Brown Designed by Caroline Johnston Illustrations and cover design by Peter Bushell Picture research by Emma Bree Printed by Halstan & Co, Amersham
P
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Cover: DigitalVision Page
1
3: DigitalVision
Page 20: Brand
X/Alamy
Page 27 : Imagesource/AIam5, Page 36: DigitalVision Page 12: DigitalVision Page 44: Photodisc/Creatas Page
49:DigitalVision
ISRN Book 1-900783-81-9 cD 1-900783-87-8
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$mtroduction DLLTA Brrsine.s.s Cornrnurticatiorr S/<i11s is a ncw series which uses a lezrrner-centred approach to develop kcy communication and ltrnguerge skills essential for today's intcrnational busincss environment. The scries is clesigned for learncrs of business English at pre-intermcdiate trnd intermediatc levcl, either pre-scnricc or in-senrice, and it can be uscd cither in the classroom or: for seif-study Ireatures of the scries includc:
Learning o Helplul
o
Indir,,idual Needs analysis and
a a o
Art arencss-raising activities Ertensirrc personalizcd exercises Tips for cfl'ective performance in busincss
journal
o
suggestions lbr language study Regular: language reference and rerriert sections
o o o
Photocopiableresources An intcgrated audio CD Full transcripts and ttnswcr
ke5z
Eenailirrylaims to hclp you to derreiop the shills and language ),ou need to nrrite effectivc business c-mails in English. E-rnuilitul consists oI six corc units, each containing: o Context - to raise alvelreness ol' thc skills and issues invoh,ccl ir-r e ach stage of thc e-mail nrriting proccss, and to inlroducc dil'I'ercnt strategies 1br clcvcloping these skills a Presentation ancl Practice - of core langua'rge (vocabulary, grammar and phrases) lir-rl<ed to thesc skills o Tips (cultural or languetge related) for e-mzriling efl'ectlvely r Consolidation - to allow you to apply what you have learned to Srour own r'r'ork
situation
o Reference - uselll vocabulary and phrases related to each unit o Review study suggestions and further practice (ideal lbr l-romeworh/self-study) The book also contains:
o o
a a
o H*re; tca H$** thls
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Needs analysis. This cncourages you to consider what 5rsLl need to focus on in order to gct the most out of the book and 1rps1 learning. Learning iournal. This provides the opportunity to reflect and personalize what you have studicd in the book. Resources section. This pror,ides additional material such as checklists, photocopiable framcnrorl<s and additional activities. Answer key. This includes suggestcd answers and is designed to enablc yclu to work eitl-rer alone or r,r.ith a teacher. Transcripts. These detail the content ol' thc accompanying CD.
Step
I
Start by rrrrorking through the Needs analysis (page 5). This vr,,iil help you to: o considcr the e-mails you write in English - ancl your strengths and
Step
2
You should then familiarize yourself n ith the Learning journal (pages 6 and 7). You trre asked to refer bach to this journal at the cncl of errsry core unit.
weaknesses in r,rrriting these:
o
o
identify and prioritize your immcdiate Step 3 Work through the units in the order that and luture needs lbr nrriting e-mails; detcrmine the order in n hich ),ou work you feel is most appropriatc to your needs. through thc core units in this book.
I hope you enjoy leairning n ith this book.
D (-) -<) i r,/- -t---\ _) Louise Pile Scries editor and aruthor
&bcut {i:r. ;;,1gt6'i^ Louise Pile has cxlcnsi\e
Business English teat'hing and tcacher-t.ni,,ring cxperient'e. both in the l.lK and abroad. She has nrritten and editcd a range of print and multimedia Ian gu age-1earn in g rnaterials.
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Learning iournal Buring the course
As you work through each unit, summarize helpful Ianguage and tips forellective e-mailing. An example is given, but what you note down will depend on your ortn
learning pattern. Example
Unit:6 Useful language:
to do your best; to to run a spell
malce a rese rvation;
check; to attend a session; l've worked here since 1999/brthree years.
Useful tips: check my e-mail will make a goo4 impression on the reader;
iskJon to read through my
e-mail before sending it Your Learning journol
Unit:1
Unitt2
USeful language:
Useful language:
Useful tips:
Useful tips:
Unit:3
Unit:4
Useful language:
Useful language:
Useful tips:
Useful tips:
Unit:5
Unit:6
Useful language:
Useful language:
Useful tips:
Useful tips:
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Getting started
IT
THIS UNIT LOOKS AT:
I I I I
key e-mail terminology and'netiquette' Ianguage for beginning and ending e-mails
giving your reason for writing referring to previous and future contact n, lnetlketi The unwritten rules of behar''iour on the Internct, especially related to the use of c-mail, chat rooms and newsgroups.
netiquette
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+
Look at the e-mail below and consider these questions.
I
1 Who is the sender? thc receiveri 2 Is there a signaturei a disclaimer? 3 Is the subject line lilled in? 4 Has the importance option beerr uscd? 5
Has the e-mail been copied to anyone else (using the bcc (blind carbon copy) or cc (carbon copy) lield)?
6 What is the purpose of the e-mail? 7 What format would the altachment 8 Wlrat is the rcceirrer expected to do? To:
bc in7
p-vogel@mply.de
From: s.griffrn@travelexpress.com Cc:
Bcc:
Subject: Sales Manager post (ref. 7672P) Dear Mr Vogel Thank you for your e-mail expressing interest in the above vacancy. Please confrrm whether you would prefer to receive an application form and further details by e-mail (Word XP, approximately 551() or in hard copy by post.
lf you have any questions, please do not hesitate to e-mail or phone me. Yours sincerely
Stacey Griffrn Personnel Assistant s.g rif
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n
@trave lexpress.com
Travel Express 35 Windmill Street Evesham EN42 gTR UK
ret +44 (0)1
868 767565 (extn 392) Fax: +44 (0)1 868 767600
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*************** h-!.lpllwrrylv.[ra vclc xpress. c o m The content of this e-mail and any attachments sent with it are confrdential and for the addressee only. Any unauthorised copying or distribution by anyone else is prohibited. Please delete this e-mail if you have obtained it in error.
Il
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Exontple
e-moils 4 Look at the example e-mails below. To what extent does each follow the guidelines on page ,
9?
To: e-jason@kuhn.co.uk
From: myra-wynn@sales.try.com
Subject:
r-\
/// t*l^*n
U
hi
leaflet.odf
Dear Ms Jason Thank you for your phone call of 3rd January. I am pleased to hear that \Iodel BHT43 has been selling wel1. I am attaching a leatlet listing our ful1 range of larvnmorvers, as requested. I look forward to doing business further with you in the Iuture. Yours sincerely
Myra Wynn Sales Assistant
To:
Leila-Rajala@iho.ft
From: boris@mistra.com Subject: meeting next week Dear Leila I
just wanted to let you l<now that I can make the product launch next week.
Give me a ring if you need any help Best wishes Boris
to organize the event.
To: info@shal.com From: Michaela-Salter@can.com
Subject: response to your advertisement in 'Cycling weekly'. I am interested in stocking your fbrthcoming Model 232 and would be grateful if you could send me further inlbrmation about this range. Best regards Michaela Salter
I am writing to you in
Buyer Bimleys 15
High Street
Sinton SI4 5BH
To: martin-summersby@ht.com Cc: s-sandhu@mk-mode.de Bcc:
From: m.schmidt@mk-mode.de Subject: catalogue request Dear Mr Summersby
Further to your e-mail of 1 2th September, I would like to apologize for the delay in sending you our sales catalogue. We have just put together our new catalogue and I wanted to be able to send you the most up-to-date information about our products. Please frnd attached a PDF of our latest catalogue. lf you require any further details about any of the items listed, please do not hesitate to contact me by e-mail or phone. Yours sincerely Markus Schmidt Customer Services Officer MK Mode
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Tel: +49 (0)7531 3859 http:,/,/www.mk-mode.de * * * * ****** * * * * * * The content of this e-mail and any attachments sent with it are confidential and for the addressee only. Any unauthorised copying or distribution by anyone else is prohibited. The views expressed here are not necessarily those of the company.
III
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Match these key terms with their definitions.
1
netiquette
Key terminology
2 subiect line 3 attachment 4 to cc someone 5 signature
a b
type of electronic file (e.g. Word)
c good-practice guidelines for e-mailing d your contact details below your e-mail e a document e-mailed to someone I a folder containing messages for you to read g to copy your message to another person
in
6 lbrmat 7 in-tray Useful
where you write the topic of your message
phroses 2 Put the words in the correct order to form sentences.
1 your dated I writing am reply in to letter ,5 lune 2 look I forward to your receiving reply 3 please attachcd find a copy caLaloguc of our 4 you thank for e-mail your 5 you if have questions any please not do hesitale contact 6 I writing am concerning the launch product week ncxt 7 really I'm the glad to about interview hear 8 if you wondercd lihe to just mcct would up later
3 Complete the e-mail using words
to me
and phrases from the Presentation
section.
To: elene-martina@usel.com From: p.harmer@ut.fr Subject: USEL'S product range
1
N4s
lam writing
Martina
2--
regard I would be grateful if you a
product range. I
s
forward to
6-.
3
your advertisement in Eusrness Weekly. send me some information about your latest
from you shortly.
Petra Harmer
4 1 I i.2
Listen to a voicemail message from a colleague. Make notes in the framework on page 55 of the Resources section. Then write the e-mail.
lll n
I
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e
lJseful phroses
I look lbrward to doing business with you again in the future.
Greetings
Drop me a line some time.x
Dear Mr/Mrs/Ms/Miss Gillet
I refer to (your last e-mail).
Dear Sir; Dear Sir/Madam; Dear Madam
I saw (your website).
Dear Finn/Margit Hello Mike *
We understand from your e-mail that ...
Hi Jane *
or phone me.
Endings
I enjoyed meeting you and look forward to (meeting you soon).
If you have any questions, please e-mail
Yours sincerely Yours faithlully Best regards / Best wishes
AIi the best *
Key e-moiling terminology
Bye for now * Reosons
to attach / an attachment
for writing
to forward (an e-mail)
I am vrrriting in reply to / concerning /
disclaimer
with regard to / about (your latest
format
brochure). Just wondered
if you could (help me). *
I am writing to (remind you about the
link
We wish to (inform you of a change to
signature
our prices).
subiect (line)
fust a quick e-mail to (say hi).* I am writing in response to your
Soles ond morketing
I just wanted to let you know (that I can mahe the product launch). *
adr,.ertisement
catalogue direct mail
distribution
This is just to (say thanks for your
enquiry
c-mail). *
launch
Referring
to previouslfuture contoct,
Ieaflet
With reference to (your phone call), ...
marketing seminar
In reply to (your letter),
payment terms
...
* Nice to hear from you.
price list
Thank you for your phone call.
promotional materials
Further to (your e-mail of 12th
range
September),
sales (representative/conference, etc.)
...
I hope to hear from you ... * Give me a call later on.
If you would like any further/additional information, please do not hesitate to contact us. I was really glad to hear (about the successful launch).*
" informal
Getting started
Iive
receiver/addressee/recipient
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I
importance option
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advertisement.
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Vocobulary
trade fair
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e *&**x*
different ways of structuring e-mail messages, particularly replies useful Ianguage for introducing main and supporting points (e.g. firstly,...; os o result of ...) and for directing the reader (e.9. pleose see below)
Look at the e-mail extracts below showing how different people have replied to incoming e-mails. Match each e-mail to one or more of these subiects. iir:
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ll Dear steve llrrrrnr, you for your e-mail. Please see my responses in between your requests ll o"to*. ll sest wishes
ll rn,,i. il
Please could you qive me the production frgures for last August? I need to llsend them to head offrce by the end of the week.
ll>
lll',"r'r" I
on your desk.
ll > I need to see all the production staff on Thursday. Can you ring around and llarrange a suitable time for everyone, and then book a room? llfhe meeting will start at 4 p.m. and will take place in the boardroom. tl
[TDear Martin
llanr"o you for your e-mail. Please could you give me a call on extension 343 to llurruno" a time when I can come and lool< at your computer. ll
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ll
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,."nu,.o,
- - -originrt Message - - -
rror,
M. Monroe
S"nt, 28 November 2003 09:45
,o,
J. cooper
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2 Structuring your message
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3 What other factors can ensure that your e-mail is well structured? Compare your ideas with the tips below.
o
Reading on screen can sometimes be difflcult, so try to keep your e-mail as short as possible. The receiver should not have to scroll down too far to read the whole message.
. Ensure your main points can be found easily. Introduce each one clearly (e.g. Firsrly, ...). o Use short paragraphs which are well spaced. Ideally, each paragraph should contain one main idea o Direct readers to the relevant part(s) of your message (e.g. See below .. .). o Consider numbering or bullet points, using headings and sub-headings, or highlighting key information (e.g. at 3 p.m.). 'a:::I::::::::::L-.,.,.,-''a
..: :::::II:-,::::::I:'
lntroducing moinl 4 Lool< at the e'mail below sent by Johannes Steiner, BTP's Regional supporting points Production Manager in Germany, in reply to an e-mail from Martin Kilsby, European Production Director. What are:
I
the main points?
2
the supporting points, e.g. explanations in support of the main points (?his is to ...) and the implications of these (This ra,ill leodto ...)?
To:
drre
m-kilsby@btp.com
From: j-steiner@btp.com Subject: February production frgures
7f
tttachments: production-march-1 2.xls
Dear Mr Kilsby Please frnd attached the latest production frgures
for
BTP
Friedrichshafen,
Karlsruhe and Baden, as mentioned in your e-mail of 9th March. I would like to draw three points to your attention in relation to these frgures.
Firstly, you will notice that production at Friedrichshafen has risen by more than 25%6 compared to the last quarter. This is as a direct result of tal<ing on 75 new production staff at the plant. Secondly, production rates at the Karlsruhe factory were 1570 lower than in the previous quarter. This fall is due to unexpected technical diffrculties with the new machinery for the production line. These problems have led to delays of up to twelve hours at a time. Finally, in response to growing demand for industrial chemicals from the Far East, the Baden plant plans to increase production from March onwards. This means that the company will need to recruit as many as 1 00 additional shop-floor staff to cover the extra shifts proposed.
lf you have any questions or would like any further information, please do not hesitate to contact me. Best regards Johannes Steiner I am writing
to remind you all that the February production figures are
in by the end of the weel<. Best regards Martin l(ilsby
rc
2 Structuring your message
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Rearrange the words to make the six main points in an e-mail report.
n points
1 the company firstly plans invest to ncw meichincry â&#x201A;Ź 5 million in 2 production harre rtites incretrsed sccondly by 25ol' 3 thcre is products gronring our thir:clly demar-rcl for 4 the company dccided finally 100 has take to nenr on staff 5 company's firstly has tl-rere a change to thc bcen policy 6 linally product will invested be in Si I Otl,tl00 der,'elopment
I
ntrod uci n g supPort i ng Points
2 Complete 1 2 3
these supporting points from an e-mail report.
I apologize for thc
dclaSr
i1 scnding this report. This is duc to
...
We have experienced a number of production problems. This is as a rcsult of ... As agreed,'â&#x201A;Ź 500,000
r,r,rill
urhich will mean that
...
be invcstcd in nettr machinery ovcr the next five Jzcarrs,
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2 Structuring your message
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Reference
Usefulphroses
Yocobulory
lntroducing moin ideas
Yisiting a factory
Firstly. ...
expand/expansion
Secondly, ...
facilities
Thirdly,
factory
...
goods dispatch area
Finally, ... I
ntroduci ng suPPorting
i
health and safety (clothing)
de os
industrial chemicals
This is as aresult o/delays installing the new equipment.'
Output will be reduced industrial action.
install/installation invest/investment (in machines)
because of tlne
itinerary
This is due to difficulties we are experiencing with the machinerY
machinery
This is in response to an increased demand for the new product.
schedules
plant
This will probably leadto short-term
shift
disruption.
shop-floor staff
This will meanthat our Production capacity will increase.
Production capacity
There will be a short delay in responding owing to the Postal strike.
costs
line
Directing the reoder See
manager
below for further information.
operatives
Figures can be found below. See
problems
paragraph 3 for full details.
rates
Please flnd attached ...
targets
As you can see in the attached file, .'.
Point 4 above deals with '..
My responses can be found directly after each of your questions. As stated in your original message
below,... A summary of the rePort can be found beneath this message.
Study suggestion Put new words or phrases on cards,with the back.
d
2 Structuring your message
a
translation into your own language on
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Being clear and concise THIS UNIT LOOKS AT:
E factors affecting clarity,such as layout and language I Ianguage for linking ideas (however ...), giving examples (such explaining (thot is to soy ...)
fr*r:{*xq
os
...) and
Look at the e-mail extracts below and answer these questions.
1 In A, is it clcar: lrrhat June is writing about? 2 In B, clo r,rrc lcnor,r, n hat is pctstponecl2 3 In Cl, n hat c1o you think are the r,rrords missing from the screen? 4 ln D, do rve knor,r, when the interrrier,t s are exuctly? 5 In E, what jobs are ar,ailable? To:
P.Schmidt@lGR.com
From: J.Daws@lGR.com Subject: Dear Peter l've got an appointment to see my son's teacher at ten o'clock in the morning that's up in the centre. I was supposed to go today, but she called me up Just as I was about to drive there and said that she would have to postpone it - not sure why, though. Anyway, l'm not lil<ely to be back much before lunchtime, wouldn't thinl<, so I suggest we meet on* 21st* instead in Room 123 to discuss NECTP23, if the room's available on that day, of course, but if it isn't, we'll have to use another room, possibly on the floor below. Could you perhaps give me a call, or if you prefer you could just send me an e-mail to let me l<now if you can make it or not. I
Cheers,
June
To: sales@ivt.ft From: jari-mil<konen@ivt.fi Subject: Please note
that it
has been postponed until 4th January.
Jari
Frl,
your help yesterday with processing the applicationsfor tl're marketino
To:
,.rir[ [
alisonjacob@aol.com
From: ml<1 @compuserve.com Subject: Marl<eting Offrcer interviews Dear Ms Jacob I am writing to confirm that you have been shortlisted for the post of Marketing Offrcer at Ml(1 Consulting. lnterviews will take place next month. lwould be grateful if you could confirm that you will be able to attend. Yours sincerely Jacl<ie Price
Personnel Officer
FZfi 3
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Giving exomPlesl explanotions
two sentences. Which of the underlined phrases is used
4 Look at these
to give: 1
an example?
2 an explanation? a
The meeting is in HR2,that is, Room 2 in the Human Resources building.
b I think we should invite a member of
the Finance Department to the meeting,
for example Claudio.
5 Look 1 2
at the phrases below. Which are used to give:
an example? an explanation?
for this means that in other words such as to give an exarnple to Put it another way for instance for example that is that is to
6 What
say
this stands
do the following abbreviations and acronyms stand for?
li.e. 2e.g. 3re. 4ASAP 5Ltd 6pp 7V1.JI Avoiding repetition
7
8PLC
Look at these two sentences. How could you shorten the second sentence without the meaning becoming unclear?
Janet suggested we put the job advertisement in Business Weekly. Putting the advertisement in Business Weekly is a really good idea, I think.
Linking words
8a
Join a sentence from A and a sentence from C using a word/phrase from B.
A 1 We are all busy
but
2 You'll need to complete
and
my colleague advised me not to.
they probably won't
an application form
3 I will put the
ad in the
take me on.
despite
4 Iappliedforajobat
although
I will put it in the
However,
national press. send us your CV
In addition,
the poor pay.
RPT International
5 I'm going to take the
the meeting will still go ahead.
Iocal paper
job at Miltons
6 I nearly applied for the sales vacancy
b Which of the words or phrases
are used to add information? Which are
used to contrast information?
c
How many more words/phrases can you think of to ioin the sentences?
Example:4lso
!l
3
Being clear and concise
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6
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3
Cross out any unnecessary words and phrases to shorten this e-mail.
tal<ing or*",n,*o months'time - on zrst septemtrer. llu.trutty. Anyway, I'm not worrying about it, not at this moment in time at llt"urt. They said it'll be in Coventry at a hotelcalled the Leofric Hotel. lt's in the I city centre, by the
[lt",n,"ru,"w's
way.
I Linking
ll I
ll
I
ll ll
ll
ll
words 4 Complete the
gaps in these sentences using words and phrases from Exercise 8 on page 25.
1
Only hall the stalT turncd up at the
mccting,
.ccgiving a reminder the day
before.
2
Can you take the m.inutes for us today, ]ane? Coulcl
you
type them up after thc
mccting? I'd lil<e to hold the intervienrs next notice, really.
I'll
neeh.
send out details oi the intervien fbr the intcrviews.
s
,
ne need to give candidates morc
to the applicants
today.
,
I'll book rooms
I'cl given participants copies of the agenda before the meeting, no one
remcmbered to br:ing them.
5 Rewrite e-mail A on page 24 to mal<e it clearer and more
concise.
6 Write a clear
and concise e-mail to send to your team using the e-mail below and your handwritten notes.
Cftice Blocl-
9
Subject: Worl< number 308493 Please could you make all of your staff aware pf the following information intenance works will be tal<ing below. Please be advised that the followi
those who worl< the
nightshift not e
e
ffected
,E. irttervie\,vee s
ior
the Productron
ly. The power will be down in(OB9ln the frrst week of May for the g Monday 1st May and ending-Wednesday 3rd May. The works are t for up to four hours in total overall. ln the event that work is expected to place normally worl< within the building will be affected. taking will be affected. There are no expected building the are asked to follow any instructions given while health and safety issues. Staff will not be allowed while the worl< is out. Smoking this work is being carried for inconvenience caused. any being carried out. We apologize
Oper;tir,,e vacancies
Il.'.:',#l
::.Tfr:""..
moY mtss ioo f or. TheY
your keY Points'
il;I
3
7
You have agreed to meet your manager to discuss the progress of a proiect you have been working on. Unfortunately, you will not be able to make the agreed date.Write an e-mail to your manager explaining the situation and suggesting an alternative day to meet. Check your e-mail using the checklist on page 57 ofthe Resources section.
Beine clear and concise
aslruof, pue r€alr Sulag
6
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Reference
Useful phroses
Yocabulory
Controsting ideas
Meetings ond interviews
We are all busy, butthe meeting will still go ahead.
attend/cancel (a meeting)
We are all busy. Nevertheless, the meeting will still go ahead.
I applied for
a
job at RPT International,
although they probably won't tahe me on.
I applied for
a
job at RPT International.
be shortlisted (for an interview)
candidate
flll in / complete (an application form) Human Resources hold/postpone (interviews/meetings)
They probably won't take me on, though.
interview
I'm going to take the job at Miltons
items (for discussion)
despite I in spite o/the poor pay.
(a candidate)
make (an appointment)
I nearly applied for the sales vacancy. However, my colleague advised me not to.
participant
Adding ideas
put (an advert in the paper)
I will put the ad in the local paper. ln addition, I Furthermore, I will put it in the national press.
recruit/recruitment
You'll need to complete an application form and send us your CV
take place
You'll need to complete an application form. You'll also need to send us your CV
well-qualified
Giving exomples
AOB (any other business)
Very few candidates fllled in the application correctly. For example, / For
ASAP (as soon as possible)
instance,
I
To
give an example, several
process (applications)
(type up i take) the minutes
vacancy
Abbreviotions ond ocronyms
CV (curriculum vitae)
forgot to sign the last page!
e.g. (for example)
We need to discuss a number of issues
etc. (and so on)
during the sales meeting, such as the new sales targets and
recruiting new staff.
i.e. (that is)
I( (kilo = one thousand)
Explaining
Ltd (limited)
Unfortunately, the conference room is
PLC (public limited company)
booked all day Thursday. This means that we'll have to use the boardroom.
The applicants for the vacancy all have degrees. Toputitanotherway, / Thatis, / That is to say, I ln other words, they're all
overqualifled. The meeting's in OB9. That stands for Offlce Bloch 9, by the way.
Re.
(with reference to)
VAT (value added tax) p.a. (per annum) pp (per person / pages)
wpm (words per minute)
Study suggestion Try to expand your vocabulary by recording words with those which have a similar meaning, e.g. to toke on = to requit;plant = foctory.
E
3
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I
.tv{at}tag
Choosing the right level of
U.1l$1',1.11
formality THIS UNIT LOOKS AT:
I I I
features of formal and informal e-mails factors to consider when choosing the right level of formality useful language for being formal and informal (would you mind...; thonks for...*)
e Oyf *eX* I Look at these e-mails. Put them in order from the most formal ( l) to the Levels of
formality
Ieast formal (3).
To:
makki.e.rajala@hort.com
From: LaurenMajor@PTU.co.uk Subject: Your latest order Makki, I just wanted to let you know that I got your order today. I'm really sorry, but we've run out of the blue folders. Can you get in touch and let me know whether red ones would be OK instead? Best lr.ishes
Lauren
To: johnmartin@marlow.org.uk From: Q-Wan@cav.com Subject: Hi john Hi
Thanks for your order away. Thanl<s a lot! J
- got it today. Will send off
all the stuff to you straight
B4N Qing
To: m-nathan@nyh.com From: j.martin@ahorn.fr Subject: Stationery order of 1 2 August Dear Mr Nathan
Thank you for your stationery order of l2 August.
I have pleasure in confirming that the goods have been dispatched to you today. If you require any further information, or would like to place another order, please do not hesitate to contact me. Yours sincerely Jean Martin Sales Assistant
4
Choosing the right level of formality
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Useful Phroses
5 Find phrases
in the e-mails on page 32 to add to the table below.
lnforrnal
Forrnal A Thanking someone
Thank you very rnuch
Ior... B Asking someone to do something
C Conflrming something D Apologizing for for ... I apologize for
...
5 Find words
in the e-mails on page 32 to do with'orders and supplies'. Put them in the table below. Use your dictionary to help you.
lnformal
Formal
stuf{
ways can you think of to begin and end formal and informal e-mails? Give examples of when you have used each of these and why.
7 What different
(Look at the e-mails in this unit and in Unit I for examples.)
8 What
do these informal lnternet abbreviations stand for?
I2L8 2AEAII( 3IOW 4TIA 5B4N 6CU TCUL SOTOH lOFYI 1l BTW l2FAQs
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4
Choosing the right level of formality
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4 Rewrite these sentences using the prompts to make them more formal. Example: I'r,c put a copy of our latest brochure in the post to yor-r toclall {A cop5r of ...)
A copy o{ our latest brochure
I
has been
put in the post to you today.
Can you lct me har,e somc more details of tl-re discounts you ol'l'er? (\A/e r,t,ould
apprecitttc...)
2 I place a stationerlr orcler once a month. (A stationery order ...) 3 T'11 cancel thc order as soon as I can. (The order ...) 4 I'm sorry trbout any problems this mtr5r cause. (Wc apologize ...) 5 Write a short e-mail to a colleague you know well thanking them for helping you to process some orders and asking for their help in the future. Problems
with a supptier 5
r af), {.}
You work for a supplier of computer hardware. Listen to a voicemail message from a customer who has not received an order. As you listen, make notes below.
LLLLLLLL-LLLLLLLLLLLLLLLLLLLL
OOOO
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Name,
Complnv, Crder no,
order detarlsr
b Write
an e-mail in reply.
:ftl:llili!,Z* thot {ormolitY
Your
reoder exPects'
EfE E
4
Choosing the right level of formality
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Ref,erence
lJsefut
phroses
Thonking
Yocobulary
someone
Thank you very much for (your
Orders ond supplies
reply).
Thank you for (your
cancel/place/process/receive/conflrm order)
Thanks
client
Thanks
e-mail). for (your order).* a lot (for everything).*
contact
something would you mind phoning the suppliers' Could you confirm your contact detailsi
Asking sorneone to do
Can you get in touch about your recent
order?* Confirming
the
dispatched). I wish to conflrm (that I have received your order). I just wanted to let you know (that I got the stuff).* goods have been
somethinr Please accept my apologies for (the service you have received)' I would like to apologize for (the delay). I apologize for (the problems you havehad). I'm really sorry, but (we've run out of folders).* Apologizing for
* informal
4
Choosing the right level of formality
customer services d"rruery (dateiterms)
discount disPatch get in touch*
something
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customer
goods
rletter !r of complaint -.
order
run (out of)* service
stationery stuffr suppliers
Messoge obbreviotions *
2Lg AFAII( B4N BTW CU CUL FAQs FYI IOW OTOH TIA TI(S
too late as
far as I know
bye for now bY
the
wa5z
see
you
see
you later
frequently asked questions for your information
in other words on the other hand
thanks in advance thanhs
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Getting the tone right THIS UNIT LOOKS AI:
I the importance of making a good impression on the recipient I useful Ianguage for being polite (Sholl I ...1of course you con ...) I ways of altering the tone of your message (highly ...; guite...)
Context I
Match each e-mail I-3 with a responseA-C.
Responses
Would you mind if I took 1 3th July off work? l'd really like to attend a sales conference in Brighton. Regards
l've got some free time this afternoon. Would you like me to help you to arrange your business trip to Paris? Best wishes
l've booked your hotel accommodation for next week, as requested. l'm attaching details of the arrangements. Please could you confrrm you are happy with them. Thank you
It looks like you have made a mistake. I asked for a room with a shower, not bath. Sort it out as soon as you can, will you.
NO, YOU CAN'T. WE'RE FAR TOO BUSY THEN.
I
tr
5 Getting the tone right
don't really need any help. I can manage just fine on my own!
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Oflrering cnd
osking 4 a Look at these 1 2 3
phrases from the e-mails in this unit.
Would you mind if I tooh l3th Ju\, ofl' r,r,ork? Would you like mc to help you to arrange your business trip to Paris? Please could you confirm you ure happy
with the arrangements.
Which phrase is used to: A ol'ler to do sornethingi
B
ash someonc to clo something?
C-'
ask to be allowcd to do somelhing?
b Now Iook at the phrases
below and decide which category (A, B or C)
each belongs in.
I
Would you cancel mlr hotel reservation lor me?
2 Do you mind if I make a change to my f66i111*; 3 Shall I arrangc ibr a taxi to pick us up liom thc airport? 4 I r,vould be gratclul if you could send the invoice directly to me. 5 Can you orgarnise my transfers, plcasci 6 NIay I amend my hotel arrangements? 7 Let me mcct ys11 at the airport. 8 Would you mind calling the conference centre to confirm our arrir,al time? 9 I could meet y6tr at the station if ysq 11L". 10 Dr"rcct/sndinect
E
1
Tio Don't be uPset
bY
ili:'"'::'^T'.:ffi:. -o.u direct luat more thon others'
Getting the tone right
\rVould it be possiblc to chnnge the tirne of my flight?
Which sentence in each pair is the most direct?
a Sort out the arrangcmcnts lbr rnc, r,l.ill you? b Pleasc coulcl you sort out thc arrangements lbr mc? a I nccd you to help mc rrr,ith thc rcport. b Would you rnind hclping me lt ith thc report?
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I
le
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aqlJo
9
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'suu1d
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a)rlf PJJ
no[ I
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1
9
JoI ctu Surlaaru s,en8ecllor .{11 c
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1q31ur
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aql ol op seBueqe osaql op lert1[
9
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Polite responses
4
Match each question with a short but polite response. May I take part in the eJearning
Thanks lor asking, but Shelly's already
training course in Gencva?
called.
11611 mind if we htrvc the sales conferencc on 13th]uly rather than 7th? It'il mean staff from the Ntlunich branch carn also attend.
It's very kind of you to offer, but X{ark has alread5, agreed to pick thenr up.
Do
C
Would you mind if I took a day off work next nreek to attend ptrrt of the proiect management conference in Berlin2
By all means postponc the event for a nreek. It sounds like a very good idea. Of course you can attend. ]ust let me
Shall I mcet the visitors at thelr hotel tomorrortr? 5
Would you like mc to phone ibr a taxi tal<c the visitors back to thc airpor:t
Thank you for your olf'er. It would be really helpful if you could organize errcrything lbr me.
[<norv when this tcr
will
hc.
I'd rathcr you didn't take Tucsclay off, but any othcr day would be finc.
tomorror,t evening? Would ],ou like mc 1o book your flight and mal<e a hotel rcservation for 1,our business trip to Helsinkl?
i*ff:n",:l:a: ' or rereod it Yourselr' 5
How would you make each of the responses on page 40 more polite?
6 ,{ } $.3
Listen to a voicemail from a member of your team and write the short e-mail as requested.
7 Write complete
re [iI *
sentences using these prompts.
1 2 3
I / pich/ up / clients / you / like.
4
mind I help I me / report?
5
I / rather I you
5 Getting the tone right
you / cancel / my / hotel / reservalion / me? possible / change / my /
I
flighti
not / take / holidav /
norri,.
m
lqBu ouol oql
8ulllac
s
-LINN SIHI NO S]TON
])VA
plno^ sallpefpe ]eq11'uo]]!rl^
CNV IVNENOI SNINEV]I UNOA O-L NEN]
aAEq nor(
iauol aql aqlJ)sap o1 esn no{ ;teu-e oq] proJ o] auootuos 4sV
'l!
asn nor( se go ase.rqd q)eo
^^ON
}
,
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Z T
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(.
I
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1urq1
!'re!$sp!Nesu03
saqsrM lsag
'{epo1 ,uorlepour.uo3lv a1erodlo3, ;o {doc e pelsod eneq
;
suetlltM rN reac eprn6 uorlepoLur.uooov :1cal'qn5
uoJnel 'MOu)
uorlels aql ol
au lol lsnl
Ull
:1ca[qng
zuut )eeo 'e1t; no{ Jl arul} aues oql }e uot}e}s urer} aq} o} no{ a)et plnot
I
sqlgluD ]ed
,(;alacurs '1r pa^rooar aneq
no{ }eLl} rurquoo no{ p;noc
slnol
esee;4
')rom JaUe umol olut oO o1 1o6
^
en,1
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g
rapro 1o>fio1
ReSer"eme:e
Useful phroses
Vocabulary
Asking to be ollowed to do something
Business trovel
(ond responding)
arrange/arrangement
May I (alter my hotel arrangements)?
arrival time
Would it be possible to (change my flight
attend (a conference)
time)? Do you mind
bill
if I (pay later)?
Would you mind if I (took
l3thluly
book (accommodation) off)?
By all means (postpone the event). Of course you can (attend the session).
I'd rather you didn't (take Tuesday off).
I'm afraid you can't (have the whole day olT).
business trip
cancel/change/make/confirm (a reservation) conference
flight make (a mistake) organize (a transfer)
Asking someone to do sornething
Would/Could/Can* you (cancel my rescrvation)? I would be grateful if you could (conflrm the time). Please could you (organize my transfer)?
phone (for a taxi) pick (someone up) singlc/double room (with an ensuite
bath/shower/view) sort out (a problem)
Would you mind (calling the conference
Smileyslemoticons
centre)?
:-) = happy
Offering to do something (ond responding)
:)=
ShallI(orderataxi)?
;-) = winking/flirting/johing
Lel me (meel you al the airport).
:-O = shoched
I could (meet you at the station) if you
:-) = sarcastic
like. Would you lihe me to (help lzou)i
smiling
:-( = sad/Irowning
:-/ = thinking :-D = laughing
Thanks for asking, but (she's already called)."
It's very kind of you to offer, but (someone has already done it). Thank you for your: offer.
* informal
Study suggestion Keep
a record of useful prepositional phrases, e.g. to take port in (o course);to pick someone up (from the stotion);to toke o doy off (work) Also note down useful word partnerships, e.g. to ottend (o conference);to book (occommodation);to concel (o reservotion);to orronge (o trip)
K
5 Getting the tone right
W
lq8u ouo] aql Burllog
s
leloq
o) Yodrre
t"'ll'i',}l :
(r1oo"l elFuls
ellnsua
'
'aPEtu erreq no{ so}ou ua}}!r/v\puErl aq} osn .8ul>;ooq e olrl.u o} ollr11.slJud ol dg.r1 ssaugsnq p uo SuloB e.rB no
IaloH JgH aql ol llpru-a
uE
I
ii.,:)
9
i\l
' ,\olaq olqEl aql e1e;duo) ilo^eJl ssoulsnq gllm op ol pu!, no{ uer }!un oq} ut spJo/v\ a;oru {ueuu /v\oH
S
suaI
no{ 1ueq1
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-e
olJaI! reoc
'l!Etu-a aql u! sde8 eq1 e1e;druo3 y
ueH
'uec no{;r {epu1 {q - no,{ lltM rssoippe
auoq {u; o} }r puas 'lsn6ny Ll}g L uo }rnl)uerl ol la)cr] urnloJ e poou
I
pureS reac
')f,arlp ssal
^
oleq llEru-o ol.{} a)eN
€
"' ot tuE,tl I a"'I ppo.) i"' I,{etr{ a"' I JI )IO 1 sI ol lsoLu eq) ruoJr';ap.ro u1 sese.rqd aseql lnd Z
'41;;od lspal aql
uorlEpouuroJcE >looq IIEqs Ieloq eq] eseeld Suqooq rnod.{eru
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I
g
l eaeq oJueJeJer c,
>1eads o1
p,I DIII o1 eptn8 p
1q31g;e1e1 >lool JI plnom relel I
IEArrre 3o.rno,{ eurrl urruuoJ
puru
no,,{
e
E
nof eq] plnor
e rxeJ aru no.( plnont aIII ol
?apro llarJo) eql olu! suollsanb oseql u! spJory\ aql
Z
I
lnd
I
IIeJ
.{&at&aw
U,
N.l
Checl(ing before you send
T
THIS UNIT LOOKS AT:
I I I
the importance of accuracy in your writing strategies for avoiding careless mistakes typical grammar,vocabulary,spelling and punctuation mistakes (since/for; present si m ple/continuous; make I do, etc.)
Look at these e-mail extracts about forthcoming training courses.What initial e ***ext e-moils impression does each one make on you the reader? Give your reasons.
Exomple
To: Janis.Parsons@comp.com From: W.Smith@43HU.co.ul< Sub.1ect: Training materials
n_f raining (//
I have sended you a list of what the materials you must session.
to bring to a training
_materials.doc
To: Joan.Alexander@crete.fr From: Simon.Williams@crete.fr
Subject: Sales training date
that the postponed sales training will now be held on Thursday ebruary, in Room 314. lwould be grateful if you could let me l<now as soon as possible if you can attend. Pleiase note
But 13th is I Fridayl
To:
M.Singh@drt.fi
From: Jon.Smart@men.com Subject: Conference
Thanking to you for brochur. I like assist conference
To: P.Dawson@trainuk.com From: S.Bass@internetuk.net
Subject: Training UK conference
I am r,r,riting to accept your invitation to give the opening speech at the 'Training UK' conference on 24th July of this year. The title of my speech will be 'e-publishing/e-learning' and r,r,ill last approximately one hour.
ro
6 Checl<ing
before you send
ffE
pues no,( aroJaq 3ur>;:aq3 9
'llEr.u-o
aql ul sJoJJo
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t
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(qtE uoog) doqsyol6 00:7-00:€ t qrun'I 00:EI-00:zI
-
Surcue;e;uoc Jruortcele olur r{creesed,
doqsryo16
00:I I
(119 uroog),{.reue14 00:0I r)(lot.ro q41 [upt.r7
lreqotco 0I-g eulpo
srred'puBrD IeloH sseulsng rog 8ururcr;
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'arqoloo OL-L wc:; srred ur ece;d 6ur1e1 st ]eqM
'ecuare,ruoc ,ssaursng
ipesluo,rd
lo; 6ururell aurluo, aLl] loj
buuelsrOal .ro; nor{ 1ueq1
is;ezlue8.ro aq) ql!/v\ Ay.rcp ol poeu eq 1q3;u leq/v\ rallel aql saoc' /\olaq sluoLun)op otl) lE loo-l
se/v\ lPq/v\ o^raf,oJ
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4req3
t r
lnoqE ITEr cql sl ]EqA\
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q
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sl oqr4v\
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IEqM
IID) auoqd
uals!-l
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t
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r
-t ar,t.y
{rr;,1}ri
s
Opinions
4
Look at the extracts below from company guidelines.
1
Holrr n ell did thc e-mnil r,yritcr in Exercise 2 iollovrr what is suggeslecl?
2
Why do you think accuracy ol language and informartion is important in business e-mails? Do you follow these guidellncs?
Reread the e-mail carefully, or get someone else to read it, to check you've told
the recipient everything he/she needs to know
-
and you've got your facts right.
If a meeting's on 14th and you write 1 3th, the recipient's going to turn up on the wrong day.
for typing andpunctuation errors. An e-mail full of sLLCh errors catT nTake a bad. impression on the most patient reader * and can even lead to misunderstandings. lf it's importctnt enough to send, make sure Check
the reader under stands
ll
lLn' messag e!
Any wrter can mal<e mista<es but
Il"Ti'r'I",'^tT'?lt ei z,en '
w
rl,[' a,t + u' u"' es b it, ond it's, for exomPre'
Y{*Pf
,? &
t's
and/or a grarnmar boo<
to
chec< anyth ng
important to try and limit these, Before you
you are not sure
send your e-ma , use the spe /grammar chec<. Aternativey, use your dictionary
to checl< any,lhing you do not understand.
ol Phone or
send an e-mail
I u*
|! &,? Listen to a conversation about a training event and make notes below.
lnformotion
LLLLLLLLTLLLLLLLLLTLLLLLLLLLL iD O O O O O O iD iD O O O o O O O O O O O O O O O O O iD O
D
tve ttt, DJ
ie,
Time:
b
Check your answers in the transcript on page 54.
2 Now read the e-mail below and correct any information mistakes. IT
ll ui oirn"
just
Tio
Be Precise
obout
etc' times, dotes'
quick e-mail to let you know about the sales training event. Mike's now going to be on 16th March, not 13th April - | think it's a lt starts about eleven and will go on until about frve.
a llff.rir ir tolO me it's lljust
llTuesdaV. ll Best wishes
ll
r-",gr',
I 6 Checl<ing
before you send
L]
M
puas noi( arolaq Bur>;raq3 9
,. ..,.,.,.,.,.,,.,..:r:::a:-,-...
.,
iu"t{+ uJDzl o+
"^Dq
+snf
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8
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g
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2
AtolnqototlSuryedg
Punctuation
Remind yourself of the main punctuation uses by looking at the example sentences in the Reference section on page 54. Which of the uses are illustrated in the e-mail in Exercise 4 above? Now punctuate the e-mail
5
extract below appropriately. IT
to the course finance marketing and llthere are three main trainer for the finance and marketing sessions Joy Marlow will the llbe resPonsible for HR do you have any questions about the course content parts
HR Mark Draper will
be
ll
Grornn:or 7
Correct each one.What features of English grammar do you find difficult? Keep a record in the framework on page 58 of the Resources section of your typical mistakes. Lool< at some typical grammar mistakes.
:\:iLji:l:j
1
iIri::
I har,c lived here sincc
tr,tro
years.
2 lf I rrrrould have more time, I would tahe a course.
I am thinhing that we should poslpon(' tlte nexl I rainin g coursr'. We haven't had much participants on thc courses. TiD
lt's
be imPortont to
The trainer made his bcst to motirzate all the participants.
obl" to identifY Your
,+r,Jr;#?}5ffi,.
6 Wc
deol wttn being oUle to
all lool< lorward sceing you soolr
Thcre's been a signiflcantly increase in the course cost.
them.
I I
Now complete these sentences appropriately. At the last conf'ercnce, there weren't very many
...
2 At work yesterda5r, I did my bcst to ... 3 I1 I had more money, ... 4 I have worked at thc same company since ... 5 I think that all training courses ... 6 I look font ard ... 7 I'r,,e seen a signlficant ... Look at the e-mail below.There are some things the writer is not sure about and needs to check before sending the e-mail.Which option would you choose? Dear Mr Chatha
/
am writing to invite you to 2 take / haveparl in a forthcoming business seminar, 3 which,/ what is due to be held 4 at / on 6th June in the Grand Hotel, Altwood. The seminar is entitled'5 Doing / Making Business Online'. Full details of the programme are attached. lf you 6 have,/ will have any questions or would like any 7 advise / advice, please do not hesitate 8 to contact ,/ contacting me. I lool< forward to t hearing ./ hear from you. Yours 1o faithfully / sincerely Maxine Laportaire
l1
write
Checl<ing before you send
il
ffl
puas nol eroJaq 3ur4:aq3 9
IINN SIHI NO S]ION ]>VA CNV IVNENOI DN]NIV]I
ENOA
p
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OI NENIMON E
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1
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ouB[! saqstM lsag
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aLU
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lrlun qsruU
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LpUEIlql.rM+aaLu
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uqoI ieoc 'l!eLu-a eql ro 1q3;.r eq1 uo sareds nor( plnoarr
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loo-l 0l
Ke$efcrte e Grammar
The training course was great!
Conditionals
Are you attending the conference, too?
First conditional: Il + present simple, willl couLllmilThr + infinitive
Michacla' who is my boss' is running the
IJ.
't
see l:,lttt,
I will tell hint.
Second conditional: I/'+ past simple, wouldl couldlntirht + infinitive
If
course'
l'haclrnore time, I u,Lttid take a
cow'se.
British ond Americon spellings cancelled/car-rceled
Relotives The man that I was speaking to is the Production
Vocabulary
yesterday
Manager.
centre/center colour/color
Jackie Morgan, u,ho is thc Media Account Manager, has been promoted.
is? *,/rich starts at ten,
labour/labor Iicence/license
Do you hnow whose journal that
organise/organize
Tomorrow's meeting, will be held in Room 495.
practise/practice
programme/program
Forlsince
theatre/theater
I have lived here/or two
years/sincc
traveller/traveler
200 1. Eosily confused words
SomelonY
advise/advice
Tht,re irre sorrre amcndmenls. There aren't
an'ry
become/receive
probiems'
finally/eventually
lnlonlotlin FebruarS, / on Saturday weekend / next week
however/although
I
trt
thc
intereste d/interesting
personal/personnel
Muchlmony \Me
principal/principle
haven't had much success with
course'
the
valuable/expensive
Therc wercn't mcnty participants.
Training
Gerundlinfinitive
course (materials)
you'
I look forwardto hearing from
give (the plenary / the opening speech)
If you have any questions, plcase do not hesitate to contact me.
sessio.
There's been a signiJicant increase in
cost'
the
siglniJicantly.
Punctuation Two people are leading the session: Juan and fos6.
Marco will give Thursday's plenary:
will give it on Friday.
The rooms we'li be using are
356,417 and 455.
m I
6 Checl<ing
before you send
train/trainee/trainer/training worhshop
The course cost has increased
Regina
make (a reservation / a mistake / a plan)
participate/participant
Adjectiveslodverbs course
trainer/trainee
lO2,232,
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Resources Note: The material on pages 56-58 may be photocopied for use in class.
Unit I
I
Match the pairs.
E-moil oddresses
1 2 3
dot
al
lower-case j
b@
bachslash
C
4
colon
5 6
forward slash
d: e_ f\
upper-case j
7at B hyphen
hI
9
i-
underscore
2 f)
l.l
Listen to the voicemail extracts and complete the table. E-rnail recipient
E-mail address
1
2
I
3
3 With
a partner, take
it in turns to dictate e-mail addresses and recipients for
each other to write down.
Unit I
Consider
Fromework
Notes
Why are you writing?
Who are you writing to?
Do you need to cc anyone else
into
the e-mail?
What would be a helpful and appropriate subject line? Do you need to send an attachment?
What phrases are you going to use to begin and end your e-mail/refer to
!I"_YP]j Td
fu-t119
colte{
l
What do you want the recipient to do when he/she receives the e-mail?
i i l I
l l
I I I
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4
Factors to consider
Consider these and other factors
Notes
Your target reader Your reason for
writing
Appropriate level of formality Useful words/phrases/ grammar
Unit
6
Typical errors
Unit
Wrong version
Correct version
6
Yes/No
Checklist Is the purpose clear? Is it well structured? Is it clear and concise? Is the level of formality appropriate? Is the tone appropriate? ls the language/content accurate?
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for the Valcncia plant and the implications of this. Therc arc some nLlles on my dcsh, by ths 1v6y Er. tharnhs vcry n'ruch. l'll see you when I get back.
(r
2
2.2
f inall),, Si I 00,000 nrill bc inyested ip product derrelopment.
Suggrstcd ansu,ers 1 This is clue to dilliculties ncr,r,
Hi, it's X{artine here. I'm going to be out of the ollicc all daSr Please could 1,ou e+nail X,Itrrtin I(ilsb1, the procluction report lbr the las1 quartcr? Thc lllc's in thc usual RTP folder on the scn cr. Thanhs. Could you mention that Ztirich's disappointing ratcs arc bccause of problems r,r,ith the old equipmcnt they'r,e got. and that Gener,a's rntes are tvr,ice as high as those in Lucerne due to the nen, recruitmcnt policyT lrinally. somc Basc] staff rir,ill bc moving to l,ucerne r,r,hen thcir lactory closes ... probably by July. Ilr, thanlis. goodb-r,,e.
r,r,e
with thc
are experiencing
machinery.
2
This is as a rcsult of delays installing the ner,r,
I
machinerl'l ... r,r,hich vrill mean that our production capacity r,rrill be
4
highcr. This nrill probabll, lead to short-term clisruption
5
production. This is in respolrsc to an increased demand lbr our latcst
6
Owing to thc sudden increase in demancl for
1.o
producls. N,{odel
xE 12. ...
7 Because of the increased inr,cstmcnt, ... 3 1bekrr,r, 2attachcd lbetnreen 4paragrapl'r
Answer key
Context mccl.ing B softn:rre
5
A results:
Presentation
I a lB
2r\
'i
C
C
4
report
1
,l not rrscd
2 Disadvantages
Advantages
c-mails thrend . 2 goocl Ibr longer e-mails . helps make the e-mail . good lbr shorl . hclps l<ccp the
. lets the reaclcr scc early on lrrhat is required of them (to delete.lilc. rcsporrd.
. too little contcxt can lettd to misunderstandings
etc.
. pcople may prel'er folkx,r,ing inlbrmation as
f:rctories also means the cornpany can of products. Please see Jos6 (larcizr ftrr lurther inlbrmation. Best regards
rlanufacture
)
Review
r,r,hat
the e-m:ril is trbout
l<ccl:r a document (e.g. PDF') . saves you lrom putting a lot ol inforn-ration in the body of an e-n.rail . enablcs ],ou to
tl-rc
4 I
2 5 7
lbrmatting of
. can contain t iruses . solue c(rrrrpanics block o11 .-t11n115
. large :rttachmcrtts rnay lirlie ir long tintc to rcceite or block someone's e-mitil
3
in-box
4
in Beijing/Shanghai.
This is in responsc to a risc in production. Thc changcs r,rrill lcad to an increase in production capacity. fhe e-nriril should sa1,: old. proth.Lt'tiort etluiltrne nt: trui(e as high as t/rose irr LtLctnte: L'losc by July. SugpTestcd rrrrsu,er
Dear lVlr lockel As requested in 5,ss. e-mail
l\Iarch onvr,arc]s This is as a dircct rcsult of ...:This fall is due t0 ...;These problen-rs have led to ...: Finall5r in response to ... ; This
year. This r,rrill rnean that production costs nrill fall b1, rrp 1e 1nro-thirds. As a result of' more clients r,r,anting to place orclers or,cr the Intcrnct. $1 millior-r r,rrill be invcstcd in tl're company's
Firstl5r, the company plans to invcsL
â&#x201A;Ź 5 million in nert'
Finally, the compztnS, has decided to takc on I00 ner,r, a[f.
F'irstly',
therc has bccn a changc to the company's polic5,.
l<eys
of 22nd February. I am nrriting to inl'rrrm you of changes to company policy conlirmed b5,
I,Iartin I(ilsby
I
The production ol NIodel I64 r,r,ill movc overseas next
2
r,rrebsite.
rlachinery. Seconclly, production ratcs havc incrcased by 2 5'X,. Thirclly there is gror,ving demand for our products.
Transcripts ard answer"
t"
as Lhose
4 5
(e.g. 5Ol{)
than last
year. Finall1,, production rates in Shanghni/Beijing are as high
lrriedrichshal'en has risen by more than 2 5(Xr compared 1o the lasl quartcr: Production ratcs at the Karlsruhe faclory ncre I 5'X, lolr,cr than in the prerrious quarter; thc Badcn plant plans to increasc procluction liorn
sl
5
3
r,trith
Practice
2 3 4
1 clepartrnent, linc, report, capacity 2 1 Firstly. the imrestrnent is higher than expectcd. 2 Sccondly our production targcts arc 'l 5'X, loner
attachmcnts or those orrer a cert:rin size
means that ... Scc Rcfcrence section on page 22. See Relerence scr:tion on pagc 22.
I I
a lrrider range
Louise Dnvies
prerriertr messages only har,e to read first
4
rrgirrd:. Lorrist'
nerrv jobs. lVIore
attachmcnt (ezrsier to
filc, ctc.)
. casicr lbr people vr,ho
5-6 lines to linornr
13cst
Ib all staff I am r,rrriting on behall of l)roduction \,lanzrger Jos6 Carcia to confirm tnro things. F'irstly, HQ has ngreed to a â&#x201A;Ź 5O million expansion of the rnain plant hcrc in Valcucia. This vrrill mean that the factor_1r r,vill be three times its current sizc and harre ir higher production czrpeLcily In addition, due to the der,eloprnent, staff iir,ill havc bctte r Iacilities and there nrill be an impror,ed goods clcspatch area. Secondly the compan5r plans to opcn six nert, lactories in Spain. r,r,hich r,r'ill lead to t[-re creation ol at least 150
. can lcad to lengthy e-mails
casicr to follor,r,/less cort l'u sittg
3
thank you for your phonc call.'l'his is iust to conlirtn that I'll send the e-mail ]rou arskcd me to r,r,hile ],ot-t'rc ir\\ ir-\.
b
1
a{1cr 6 inlirrmation
SugpTesledarrsu,crs
3 The cornpany
has clccidecl to scll all its products
euros liom April
onr,r,arcls.
in
This mcans that atl our systems
r,rrill havc to bc updated and clier-rts vrrill need to be inltrrmecl. lf \rou harrc any questiot'rs about the aborre. please conlarct
me directll, for [urther Best regards Jessie
Wallicr
inlbrmation.
mX
sr(a)l ralv\sue pup
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harre managcd to process all those orc'lcrs on my orr,,n! Can you help out tomorrort morning too. by an1, chancei
4.2 Hello. this is Simon Pascalle P-A-S-C-A-DOUBLE T-E. I'm calling fron'r JH't'Limitcd about an orde r I placed on 24th ]anuar-v. That nras sevcn ncclis ago, but thc order hasn't errrirred yet. Er. thc order numbcr was I242 l4 ... it rruas for 26 compuler monilors ancl 15 keyboarcls. l'lcasc could you let rne linow r,vhcn it r,rrill bc clclivcrcd. Thanks. Cloodbve.
ISest nrishcs
Sophia Namc: Simon Pascalle ComPanl,: JHT Ltd
6 a
Orderno:1212)1
b
4.3 I don't hnor,r, r,rrhat impression Qing thinks his e-mail is giving and the company but it's certair-rl1, nol a vcry profcssional one! It kroks more lihe something you'd send to a liiencl than to a nenr client you're trSrilg 1n imprcss.
Answer key
Context
IC] 2A ]B Inforn'ral features rnight inclucle: contractions (1in
...); short sentences; notes/incompletc scnter-rces ((,-ot 11otu' order todatl ...); informal subjcct line (hi thcre); informal punctuation (exclamation marks, dtrshes): Tnlcrnct abbrcviations/smile5rs/emoticons: mult i-n ord r,erbs/idiomatic expressions (Cun llLttr lJcL itt tottclt ...):
inlirrmal r,ocabulary
(str.y'J....
)
;
i
nformal grnmmar
(
b
phrases (l.l 1orL require...); rnorc 1brma1 punctuation (cokrns, scn-ri-colons); rnorc lormal grammar (L:ould...): longcr and morc complcr sentences: use o1 more l'ormal linking phrases (in addition, hon,ever ...); lbrmal salutations (Denr,\1s...). Note that phrascs such as./irrd cnclo.sed lrcretitlt or shou1d.rior.r tleut'rit... erre considercd orrerl], Ibrmal in today's business comrnunicatiort. See -t'rnnscript 4. 1.
2 3 1A 2C ]B 5 A (inlbrnral)Thanks lcrr ..., Thanks B (formal) Clould/Would you ...
7 lr' 2been 3did 4to 5rr.rost 6rrrrho 7r' 8man}, 9r' 10n-rorc llvcry 8 Thcrc is a rnixture of formal and inlormal cxpressions in thc e+nail. I'he I'ollovr,ing changcs noulcl make it rnore consistently 1'ormal: 'l'httnks o lot ) Thank you t,erll n'nult Givt me a t:all. v,ill LIoLL ) Please t:all n'rc
Carr
,..); no (or informal) salutations/closings (/ril) f'ormal l'eatures might include: thc usc of the passir,e lltis reconutrended...) rathcr than I (1 rcconntrend...) nhcn representing the cornpany (urc is also used instead ttl'I in more lbrn-ral c-mails) (notc that the passirre is also usecl to bc more politc or inc'lirect (see tJnit 5)); stanclard
TIA
C
I 1 2
Unit 1, Presentation Exercise
I too
late
2 as far as I
knonr
2
...
r,r,ords
4 thanhs in aclvance 5 bye lbr noit 6 sec you 7 see you later 8 on tl'rc other hand 9 thanlis 10 frrr your inlbnnution 11 by thc rvay 1 2 frcqucntli, askcd qucstions
Practice
t I I nish to confirm that your ordcr l-ras bcen processed. 2 Could I placre an ordcr by phonc. plcasei 3 T apologize for thc dclay to 1,og,' o.6... 4 Thank Srou Ibr )rour ordcr. 5 Clouid 5,ou conlirm 1,our contact details. please? 2 I 'n'r re:rlly sorry 2 a lot 3 got 4 get in touch itrith 5 let you knonr;
slulf
3 1d 21 3b 4c 5c 6i 79 8h 9a 4 1 Wc would apprcciatc it if you could provide us r,t ith lurthcr details of the discounts
5
2 J 4
J,ou offer.
A stationery order is placed once a month. The order rvill be cancelled as soon as possiblc. We apologizc 1br an1, inconrrcnictrcc this may cause.
Sr.rgTgTe.sted
6 7 8
ansu,cr
Dcar l\,{alle Thanks so much 1br helping out this morning. l'd never
uth,ance
I look forr,vard to receiving your order. I1 5rou would like any further inlirrmation. plcasc do not hesitate to contact me. or Ple ase do not hcsitatc to
\AT
is
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lihe any further inlormation.
int'ludcd in thc prir'c.
We apologizc for any inconrreniencc caused.
I harre plcasure in confirming that your order has been
3
I am attaching
:r
copy ol our updated price list.
I just n antcd to let you knonr I'rre scnt the order. Can you gc1 in touch as soon as possiblei
Formal to contact
hllbrnml to get in touch
satisfacl or1, to receirre rrcry much
to get
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to send
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8 J
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contact me
I 4 5
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(formal) I have pleasure in conlirming (inlbrmal) Will ... D (informal) I'm rcally sorry ... orc'lcr, run out of. goods, dispatched
)
Review
?
See
he]rboarcls
I(irn Hill
Presentation
6 7 8
15
Su.rTlTcstcdnnsr,l,cr
Subject: order no. DA214 Dcar Mr I'ascallc I would like to apologize lbr the delay in dispatching thc 26 monilors (rnodel XS243) and 15 he5rboards (mode I RH,l39) yolr ordered on 24th January. I wish to confirn't that your order lelt the r,rrarchotise this morning and n ill reach 51611 bl, 5 p.nr. toda1,. I apologizc for apy inconrrenience caused. Yours sinccrcll,
- of himself
I 1a
Order details: 26 monitors.
regret
OK a
lot
stuff to be sorr5r
Srig.rTested nnsu,er
Ilear A,,Ir \rlartin Thanli you for your ordcr, ltrhich I rcceirrcd today. I n,ish to confirm that thc goods n ill be dispatchcd imrncdiate ly.
4
Yours sincerely Qing Wan Sug.ryestcd ansu,er
l)car lVIr Rajala I am r,vriting to conlirm that rirre harre received your order todalr I rcgret, hunrcvcr, that nre do not currentllr have the recluested blue lbldcrs in slocli. I mrould be gratelul il you coulcl crxrfirm that red folders n ould bc a suitable
replaccrnent. 1ro11 r'.0r-rr.. any lurthcr information. plcasc clo not hesitate to contact me. Yours sincerely Laurcn X{ajor
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some changcs to the progrnmme. Was it the 1'ull three days you rt anted to attend ? X, No. just Thursclay and Friday. F OI(, I'll ash my assistant to send you the programme 1or those tltrr davs. Can I just take your e-mail :rddress2 N,tl
Yes.
it's
6
There are three parts to the course: financc, markcting ancl HR. Mnrh Draper rirrill be the main trainer for the financc and markcting sessions: Joy Nrlarlonr r,rrill be responsible fcrr HR. Do you har,,e any questions about the coursc contcnt? I 1 havc livcd here for tvro years. 2 If I had more time. I would tahe a course. I I thinh that r,r,c shoulcl postpone the next training
7
...
6.2 X,{ Hi, Leigh. Glad I've bun'rped into you ... The salcs training er,,ent is going to hnve to be rescheduled, I'rom l 3th April to
15th March.
F
Oh?
Someone's o'",erbooked thc vcnuc. I see. So r,r,ill it be the snme timc - clcvcn to lir,'ei \'{ \tVe're going 1o start a bit earlicr - I'ralf past ten so we should linish half an hour earlier, too. Coulcl Srou 1ct Diane N,,1
F
hnor,r,?
F
Surc.
5.3 Hi. I'm not going to be in till about tr,rrclve. C-'ould you e-mail Jane 1br mc and thank hcr for the e-mail? She said thc salcs mccting is today. but I havc tomorronr at ten in my cliary ... Also, she s:rid ne rvere in the boardroom, but I havc bookcd Room 343. l'erhaps you could lct hcr knor,rr. Thanks.
COUTSC.
4 5 6 7
many participants on the courses. Thc traincr did his bcst to motivatc all the participants. Wc all look forr,trard to seeing you soon. 'l'hcrc's been a significant incre:rse in the course cost. 8 Su.qccsted dnsl{rrs 1 participants. 2 linish the report. I J vrould leave rr-ry iob. 4 1995. 5 should havc regular breaks. 6 to meeting you. 7 fall in demand. 9 1 am r,r,riting 2 tahe 3 r,vhich 4 on 5 l)oing 6 have 7 advicc 8 to contact t hearing I 0 sincerely I O I 'm attending / r,r,ill be attending 2 it's 3 [f you're 4 mcct 5 going 6 for 7 lihc 8 rnahc
I
I
Su.r7.r7ested an-su,e
8
T
Presentation
2
Wan 2 Participation in a training coursc in A registration lorm and the prograrnmc No. the caller receives inlbrmation for Friday only; inlirrmation for Thursday and Fr:iday n as requested. He may need to clarify thc dates (different on the programmc and the e-mail; ivhether there nre any changcs to Thursday's programme; r,rrhich norlishop has bcen
3
Neither is very accuratc.
See
Practice Exercise
11
starts :rt elerren o'clock and lrill be in Room 3 I 1 . The rvorkshop at I 3:OO has been cancellcd, as the principal speaher is il1. a E-mail lanc about thc salcs meeting. l)atc: lomorror,rr 'l'imc: 10 a.m. PIace: Room 341
l2
lor an
b
I a
3 7 2 3
t
r-roun
4
{
1e
(str//)
Bcst r,rrishes Sanclra
Review
I
.
(costirrg tt lot oJ' nroney')
5
et,entualllJ
= adverb
long titne\;
Jilnllu =
adverl.r
(.lrrst irr a scric.s)
6 7
= vcrb (turrr intti): receit,e = rrerb (gct) traincr = noun (soineone ufio gives trainittg'): tTtLiutt = beconre
noun
8 4 5
(sorrreonr u,/rr.r receiycs trnirrirrg)
hou,eucr = aclr,erb (used to adci a surprising or contradictory picce o[ infor:mation); althouqlt =
conjunction (dcspite
tlrc
fact thot)
I valuable 2 personnel J Hor,r,ever ,l trainer 5 Finally 6 receirred 7 interested
Suggcsled art.su,ers
I six nronlhs. 2 tlaining courscs. 3 am:rttending a linance course 4 J r,r,oulcl lcave 5 sccing you next r,r,eek. (r booli that is? 7 contact me i[ you rcquirc adclitional information. [3 complaints abou1. thc coursc so far.
t,aluable = adjectirre (l:Lrt,irtg ruorth); expensllrg = ndjgc[i1r(] (.oJ'!er a
Strggested attsr.l,cr
I)ear Janc This is just a quick e-mail to lcl you knoir that Sam le1't a voicemail message about the sales meeting. Appar:cntly it's taking placc at 10 a.m. tomorrorv in Room 34J nnd not todav in the boardroom.
n thirty;
lbur thirty principle = noun (rrLlelbelie.l): pt'inL'ipal = acljectivc (rnain) interesting = trcljective (describes trn object); intcrcstctl = adjectirrc (describes a person's attitudc) pcrsonol = adicctive (conccrninyl nn indit,idr.url\; pcrsonrrcI =
fir,c
1br
On F'riday, tl-re plenary
Practice
2
programme
requested. Please note
few for Friday.
amended rrersion.
Evcnt: sales training errent llate: 1 5th A,Iarch Time: 10.10 a.m. 4.30 p.m. I 6th l,Iarch { 1 5th X,{arch: cln cn
as you
that thcrc aren't any last-n'rinutc amcndrnents to the itinerary for Wednesday and'fhursday, but there are a
3
ncelled).
ca
10 October.
have attached the Iinal conl'erence
Thursday and Friday
I \tlr Qing
Paris
r
Thank y6u lbr registering for the 'Online Training for Business' conl'ercncc. which is taking place in Paris I'rom
Answer key
I
We harren't had
2 7b 2a 3c 4h 5d 6e 7f 8g 3 1;\lthough 2r,rrho 3seeing 4interested
n-ry
job.
5it's
many Thank you for your c-rnail inviting me to be 5rour plenarl, speaker at thc 'Sales llirect' confcrence in Londor-r ir+ ncxt month. I r,r,oulcl be delighted to accept your invit:rtion. Howevcr. I would be r,cry gralclul if you coulcl lct mc hnon as soon as possible nhen exactly thc conlercr-rcc is taking place, in nrhich centre and n hat I should spcah about. 6
4
F
Amcrican English
British English
1
cancclccl
cancellecl
2
ccntrc colour
:.
3
ccnter color organize licensc
6
practicc
organise licence practisc
6
5
7
1ravclcr
8
labor
L)
theertcr
I
traveller labour thcatrc
m
Transcriots and answer
=EI
l<evs
L .]*
t\