2 TaskYou want a new printer for your computer. You have seen an advertisement for the Solar EX43. The ad states that pensioners get a 50% discount on the price. Write a letter to Computer World and ask them if university students can also get a discount.Write a complete letter, with addresses, date, signature, etc. (Invent any details necessary.)
3 General guidelines Organization: Paragraphs: length, topic Information: order, completenessRegister:FormalNo colloquial languageNo contractionsDo not use direct languageAccuracy:Check spelling, grammar, punctuation
4 LETTER LAYOUT: BLOCK STYLE Where are the following in a business letter?The addressee’s name and addressWriter’s addressThe dateDear ...Subject headingYours ...The writer’s name, title, departmentHow are the following written (punctuation, appearance)?Dear ...Subject headingParagraphsYours ...The dateCORRECT 1ST LETTER
5 Dates What is this date: 11/04/2008? US: month/day/year: November 4, 2008GB: day/month/year: 11 April 2008Avoid confusion: write the month!April 11, OR April 2008
6 PARTS OF A LETTER Dear…. OPENING: to say why you are writing MAIN MESSAGE: the detailsCLOSING: talks about the futureYours …
7 Greeting line Dear… NO COMMA!!! Dear Sir or Madam a company Dear Sir unknown manDear Madam unknown womanDear Mr Smith man you knowDear Ms Smith woman you knowDear Mrs Smith married womanDear Miss Smith unmarried woman
8 Closing a letter Dear Sir or Madam Yours faithfully Dear Mr/Ms/Miss/Mrs SmithYours sincerelyDear JohnBest wishesCORRECT 1ST LETTER
9 Electronic mail – General guidelines read p Electronic mail – General guidelines read p. 68 and write 1 sentence tipsOpening and closing:Dear ... and Yours ... personalizes the message.Subject heading:Always write one!Upper/lower case:Avoid capitalizing whole words.Copying the original message:Avoid, unless you have a good reason to do so.
10 Electronic mail – General guidelines Attachment:Mention what you are attaching.Paragraphs:Use them.Style:Semi-formal, no ‘emoticons’¸.
11 LETTER OF ENQUIRYPurpose: To get informationStructure: p. 75
12 Opening phrases We are writing to enquire about/if… We are writing in connection with…We are interested in…and we would like to know…If you are replying to an earlier letter:Thank you for your letter/ /fax/call of (date) asking if.../ enquiring about…/ enclosing.../ concerning…
13 How would these messages start? You want to know the prices of some airconditioners.I am writing to enquire about the prices of your airconditioners.You want to know if the company you are writing to organises business conferences in Malaysia.I am writing in connection with business conferences. I would like to know if your company organizes conferences in Malaysia.A company sent you a fax on 3 June. They want to know if you are going to a sales exhibition in London.Thank you for your fax of 3 June asking about our attendance at the sales exhibition in London.
14 Ending phrases I look forward to receiving your reply/order… Looking forward to hearing from you.I hope that this information will help you.Please contact me if you need any further information.Please feel free to contact me if you have any further questions.CORRECT 1ST LETTER
15 TaskYou want a new printer for your computer. You have seen an advertisement for the Solar EX43. The ad states that pensioners get a 50% discount on the price. Write a letter to Computer World and ask them if university students can also get a discount.Write a complete letter, with addresses, date, signature, etc. (Invent any details necessary.)
16 Lindell’s address Computer World’s address 14 June 2010 Dear Sir or MadamI am writing in connection with your advertisement for the Solar EX43 printer in the Daily Paper of 20 April 2011.Could you please tell me if the advertised 50% discount is only offered to pensioners or to university students as well?I look forward to receiving your reply.Yours faithfullySteven Lindell
17 Firm, but polite language Say please and thank you.Avoid being direct: Your prices are not acceptableWe think your prices are rather high.Ask, rather than order: You must send it straight away.Please could you send it as soon as possible?Use indirect questions: Can you reduce your prices?I was wondering if you could reduce your prices.Avoid blaming or accusing: You’ve made a mistake with my order.I’m afraid there is a problem with the order.Understate the point: There is a problem.It seems we have a small problem.Source: C-to-C, p. 12;
18 Rewrite these sentences to make them more polite. Your company delivered the goods very late. This is very bad service.I received your letter. I have sent the goods. You will get them on Tuesday.Send me your price list. I need it now, so send it immediately.Littlejohn, Company-to-company p. 13/exercise 1.9
19 Solutions1) We have received the goods that we ordered from you (order no ...), but unfortunately these arrived very late. We would be grateful if, in future, you could ensure that our orders arrive on time.2) Thank you for your letter. I have now sent the goods to the address you gave. You should receive them on Tuesday.3) Could you please send me your price list for I would be grateful if you could send it as soon as possible, as we need the goods urgently.Littlejohn, Company-to-company p. 13/exercise 1.9
20 HomeworkRB, p. 76/ Task I (write a letter of enquiry)
21 Letter of complaint Making a mild complaint Structure:Dear ...Say why you are writingState the reason for complainingAsk for action(Closing)Yours ...Before this slide ask them to read p. 77 and say how a letter of complaint is organized. Then show them this slide.
22 Letter of complaint – State the reason for complaining Giving bad newsUnfortunately, ...I am afraid, ...We are sorry to tell you...We regret to inform you...This is the relevant language I want to teach them for letter of complaint.
23 Letter of complaint Making a mild complaint Make a mild complaint:A company has sent you a bill for the wrong goods.Say what is wrong (give the bad news)Request actionUnfortunately, you sent us a bill for the wrong goods. Please could you send us the correct bill as soon as possible?First show them the top half of the slide, ask them how they would say this and then show them this solution.
24 Make mild complaintsYour new photocopier has broken down five times in the last week.Two temporary secretaries do not speak English. You have to write to the agency who sent them to you.Everybody should write a solution for each of these situations.
25 Making a mild complaint We are sorry to tell you that the photocopier that you sold us has broken down again. We would appreciate it if you could come and repair it without delay.Unfortunately, the secretaries you sent us do not speak English. We would be grateful if you could send us two new secretaries as soon as possible.orally
26 A letter of mild complaint: fill in the blanks Dear Mr OnakaInvoice no. 5654AH_______________ the above invoice for an MX3 photocopier.We received this machine yesterday. __________, it is not the model we ordered. It is much more expensive. ____________________send us the correct photocopier and arrange for collection of the one you sent in error.___________________________________________Steve Label
27 Dear Mr OnakaInvoice no. 5654AHI am writing in connection with/ I am writing to complain about the above invoice for an MX3 photocopier.We received this machine yesterday. Unfortunately, it is not the model we ordered. It is much more expensive. We would be grateful if you could send us the correct photocopier and arrange for collection of the one you sent in error.I look forward to hearing from you.Yours sincerelySteve Label
28 Making a strong complaint: structure Match up the right side with the left Say why you are writingSay what is wrongGive further reasonsDemand actionGive a warning (if necessary)Unless we hear from you within seven days, we will take legal action.It is now over 6 months since we placed this order and we are still waiting for the cabinets.We must insist, therefore, that you deliver them immediately.I am writing in connection with the above order for filing cabinets.I should also like to point out that we already paid for the cabinets.28
29 Making a strong complaint: structure Solution Say why you are writingSay what is wrongGive further reasonsDemand actionGive a warning (if necessary)D. I am writing in connection with the above order for filing cabinets. B. It is now over 6 months since we placed this order and we are still waiting for the cabinets. E. I should also like to point out that we already paid for the cabinets. C. We must insist, therefore, that you deliver them immediately. A. Unless we hear from you within seven days, we will take legal action.
30 A strong complaint: put the sentences in order I must insist, therefore that you take immediate action to improve the quality of your services.Dear Sir or MadamI hope it is not necessary to remind you that this is the second time I have complained about your employees.I am writing in connection with your contract to clean our offices.Yours faithfullyTwice this week, I have found your workers asleep when they should be working.H. Wilson
31 A strong complaint: Solution Dear Sir or MadamI am writing in connection with your contract to clean our offices.Twice this week, I have found your workers asleep when they should be working.I hope it is not necessary to remind you that this is the second time I have complained about your employees.I must insist, therefore that you take immediate action to improve the quality of your services.Yours faithfullyH. Wilson
32 Apologising: the structure Dear…Acknowledge the receipt of the original letter of complaintApologiseGive a reason for the problemSay what you are doing to correct the mistakeApologise once againYours …SignatureName (position)
33 4. Giving a reasonThis is owing to... / due to.../ as a result of ... / because of ...E.g.: decrease of all salaries by 10% - fall in salesWe are forced to decrease all salaries by 10%. This is as a result of a fall in sales.
34 Give reasons Delay the delivery of goods – strike by airline pilots Cannot deliver your new order – we have not received your payment for the last orderCancel the meeting today – a lot of the staff have been ill
35 SolutionsWe have been forced to delay the delivery of goods. This is due to a strike by airline pilots.We are unable to deliver your new order. This is due to the fact that we have not received your payment for the last order.We had to cancel today’s meeting. This is owing to the fact that a lot of the staff have been ill.
36 Write a letter of apology Mr. David Hawkins has sent you an on 15 May, complaining that his company has not received the payment for the new cabinets that you have ordered. Apologize to him and explain that you have sent the payment to the wrong account. Promise to send them the check today.
37 Dear Mr HawkinsOrder 285Thank you for your dated 15 May.We are extremely sorry that you have not received our payment before now.Unfortunately, we sent the payment to the wrong account two months ago.I have arranged for a cheque to be sent to you today.With apologies once againYours sincerelyPeter TownsendPurchasing Section
39 Making a strong complaint: structure Dear …Say why you are writingSay what is wrongGive further reasons (make a point)Demand actionGive a warning (if necessary)Yours…Signature, name, title
40 Make a strong complaint - put these sentences in the right order. We booked and paid for an advertisement on the front page of the Friday edition of The Times.I am writing to complain about our advertisement which appeared in your newspaper on 10 July.I would like to remind you that this is the third time that this has happened.If you do not do this, we will be forced to take all our advertising business to one of your competitors.As we are regular advertisers in your newspapers, I must insist that you repeat the advertisement this Saturday, on the front page, free of charge.However, the advertisement did not appear until Saturday, and only on page 4.
41 Making a strong complaint Say why you are writing:B. I am writing to complain about our advertisement which appeared in your newspaper on 10 July.Say exactly what is wrong:A. We booked and paid for an advertisement on the front page of the Friday edition of The Times.F. However, the advertisement did not appear until Saturday, and only on page 4.Make a point connected with this:C. I would like to remind you that this is the third time that this has happened.
42 Demand immediate action: E. As we are regular advertisers in your newspapers, I must insist that you repeat the advertisement this Saturday, on the front page, free of charge.Give a warning:D. If you do not do this, we will be forced to take all our advertising business to one of your competitors.
43 You work at Central Bank Consultants, 16 Hyde Towers, Hong Kong You work at Central Bank Consultants, 16 Hyde Towers, Hong Kong. The people who rent the offices next to you play very loud music all day, even though the contract says that ‘music is not allowed’. It is impossible for you to work.Write a full letterDear Sir or MadamPut a headingSay what you are writing about (noise)Explain exactly what is wrong.Make a point connected with this (the contract)Demand immediate action.Give them a warning.Close the letter.
44 Solution Dear Sir or Madam Noise disturbance I am writing to complain about the loud noise from your office.We rent the office next door to you, and all day you play very loud music. It is impossible for us to work.I should like to remind you that the contract for the office says that ‘music is not allowed’.I really must insist, therefore, that you stop making this noise immediately.If you do not do this, I will be forced to contact the landlord.Yours faithfullyBeth SaundersCentral Business Consultants
45 Common mistakes – Things to remember Dear Mr Smith – Yours sincerelyDear Sir or Madam – Yours faithfullyParagraphing!!!Don’t forget to say why you are writing.Keep it short.Write the date correctly: 10 January 2013
46 How would you write these dates? Jan. 16th, 200623rd March 20076/11/08 (UK)(USA)16 January 200623 March 20076 November 20087 September 2006
48 Functions: Match the function with the appropriate sentence The reason for writingGiving good/ bad newsSaying what you can/ cannot doGiving reasonsRequesting actionApologisingRequesting informationMaking a mild complaintMaking a pointI should like to point out that…We are (un)able to…This is as a result of…We would like to know if…We are extremely sorry for –ing/nounI am writing in connection withUnfortunately, we have not yet received the filing cabinets…Please could you…I am pleased to tell you that…1f, 2i, 3b, 4c, 5h, 6e, 7d, 8g, 9a
49 Rewrite this letter so it sounds more polite. Mr Steven Jones!You haven’t paid my consultation fee. I worked for you 6 months ago and I still didn’t get the money. I already wrote to you once before, but you ignored me. I need to be paid because I also have bills to pay and my family needs to eat. I want you to send me the money in 3 days. If you don’t put my money on my account within a week, I will sue you!!!Good bye, Peter Allen
50 Dear Mr JonesI am writing in connection with my unpaid consultation fee.I was contracted by your company 6 months ago, but I still have not received the agreed payment.I hope it is not necessary to remind you that I have already contacted you about this problem 2 months ago (6 September 2012), but so far I have not received a reply.I must, therefore, insist that your company transfers the payment to my account within 3 days. If no payment arrives within a week, I will be forced to take legal action against your company.Yours sincerelyPeter AllenBig City Legal Consultants