Business Correspondence Writing e-mails

It’s Monday 7 May. You work for the Research and Development department of Modern Systems, a company which manufactures technical machines and equipment. Your boss, Thomas Bates, is ill and you will have to take over his work for the next 5 days. Look at the emails, telephone calls and text messages which Thomas has received. Work in groups and put the correspondence in the order in which you would deal with it (from high priority to low priority). Who is the message from? Internal? External? Customer? Colleague? Supplier? What impact does the subject of the message have on the organization? Is there a deadline? Is there any flexibility? What’s the best way to deal with each message? (write an e-mail, phone call…)

Find phrases • Small talk • Referring to previous contact • Giving good news • Giving bad news • Offering help • Making requests • Apologizing • Referring to future contact

Small Talk Referring to previous contact How are things going at your end? How’s business? I hope you’re having a good week so far. Thanks for your call yesterday. It was nice to see you at the fair last week. I hope you had a good journey back to...

Giving good news Giving bad news I’m pleased to be able to tell you that... I’m delighted to tell you that... You’ll be pleased to hear that... Unfortunately... I’m afraid (that)... I regret to tell you that...

Offering help Making requests Do you want me to...? Would you like me to...? Should I...? Could I ask you to …? Would it be possible for you to…? Could you…?

Apologizing Referring to future contact I apologise (for any inconvenience caused). I’m sorry about... Sorry, but... I look forward to receiving your response. I look forward to hearing from you. Speak to you soon.

Dear Mr/Ms + family name Dear + first name Dear Sir or Madam, Best wishes, Yours sincerely, Yours faithfully, Best regards/Kind regards Your first name (and possibly your job title) Your full name and job title (2x) To Whom It May Concern You are writing to You start with You finish with You identify yourself with A person whose name you don’t know A person whose name you know Someone you know quite well

Opening and closing phrases You are writing to You start with You finish with You identify yourself with A person whose name you don’t know Dear Sir or Madam, To Whom It May Concern Yours faithfully, Full name + job title A person whose name you know Dear Mr/Ms + family name, Yours sincerely, Kind regards/Best regards Someone you know quite well Dear + first name Hi + first name Best wishes, All the best, Your first name

Reason for writing (+ reference to a previous e-mail/letter etc.) Structure Suitable opening Reason for writing (+ reference to a previous e-mail/letter etc.) e.g. I am writing to inform you… Following our meeting/phone conversation.. With reference to … Regarding our…. Further details Call for action Suitable ending Full name + job title

Rewrite the sentences correctly, adding capital letters and punctuation where needed. if get back any problems to me there are week next I forward you seeing to look report attachment you find the in the enclosed will there is me know if anything can let do I form complete the as soon as possible attached please return it and hesitate not contact do me if points these want to discuss you to

Useful phrases Get back to me if there are any problems. I look forward to seeing you next week. You will find the report enclosed in the attachment. Let me know if there’s anything I can do. Please complete the form and return it attached as soon as possible. Do not hesitate to contact me if you want to discuss these points.