Formal business correspondence General guidelines → RB, p 91-92: 1 Layout 2 Cohesion & organization 3 Content 4 Register and style 5 Accuracy

1 Layout: Block style → R, p 95 top bottom right left after under The address of the sender (the person who is writing) is at the ____, on the ____. The name and address of the addressee/recepient is at the ___ , on the ____. The date us at the ___, on the ___, _____ the address. The subject heading is _____ Dear .... The paragraphs start at the ____ margin. Between the paragraphs, there is a space. The signature is _____ Yours.... The name and title of the sender is at the _____ , _____ the signature. There is no punctuation in the addresses or ____ Dear .... or ____Yours faithfully / sincerely.

1 Layout: Block style → R, p 95 The address of the sender (the person who is writing) is at the top, on the right. The name and address of the addressee/recepient is at the top , on the left. The date us at the top , on the right, under the address. The subject heading is under Dear .... The paragraphs start at the left margin. Between the paragraphs, there is a space. The signature is under Yours.... The name and title of the sender is at the bottom , under the signature. There is no punctuation in the addresses or after Dear .... or after Yours faithfully / sincerely.

Letter vs. Email → RB, p 94: Compare! → RB, p 93: Read and answer the questions: What’s the proper way to start your email? What is cc, what is bcc? What’s the purpose of Subject heading? How is a message in upper case interpreted? Do you copy parts of the original message when you reply? Why is it important to mention what you are attaching?

2-3 Content, cohesion & organization Subject heading – CONTENT! Three parts: 1) opening 2) main message 3) close (ending) One topic per paragraph Avoid long sentences and paragraphs Avoid incomplete information Present information in correct order → R, p 92

Divide into separate paragraphs Dear Inge Good news! Following our conversation yesterday, I talked with our engineers. I am pleased to tell you that we can install your new wireless network one month earlier than we thought. Work can now begin January 23. With regard to the printers, I need to speak to our manager to see if we can revise the price. We can supply five free cartriges for each printer. I checked the price for the scanners, but unfortunately we are unable to reduce the price on those. This is because our suppliers recently increased the price by 15%. Please can you confirm that January 23 is a good date for you for the network installation? Best regards Rebecca Rebecca Ou Customer Service Desk Net2Net Services

Divide into separate paragraphs ¶ Dear Inge ¶ Good news! Following our conversation yesterday, I talked with our engineers. I am pleased to tell you that we can install your new wireless network one month earlier than we thought. Work can now begin January 23. ¶ With regard to the printers, I need to speak to our manager to see if we can revise the price. We can supply five free cartriges for each printer. I checked the price for the scanners, but unfortunately we are unable to reduce the price on those. This is because our suppliers recently increased the price by 15%. ¶ Please can you confirm that January 23 is a good date for you for the network installation? ¶ Best regards ¶ Rebecca ¶ Rebecca Ou ¶ Customer Service Desk ¶ Net2Net Services

Formal business correspondence General guidelines 1 Layout block style 2 Cohesion & organization 1 topic per paragraph avoid long sentences & paragraphs logical order present complete information 3 Content subject heading 3 parts: opening, message, closing And now: 4 Register and style 5 Accuracy

4 Message style Use a natural style Thank you for your letter, dated 14 June... Do not use informal language, such as: Hi! Hello! Ciao, John! Do not use text-message abbreviations I hope I can c u soon. Yr order is ready 4 u. Do not use slang and emoticons A guy here can help. ;-) ;-( Write it correctly: Thx for yr email. I’m gld u recvd the pkt OK. Great 2 hear u like the pics 

Is this acceptable? BE MORE POLITE! We got your order. The cost is $ 250 per box plus $50 for delivery (3-5 days). Your prices are not acceptable. Respond to my message straight away! Can you call me on the phone? You must have lost my address. This is very unpleasant. Say more, say please and thank you. Avoid being very direct. Ask rather than order! Use indirect questions Avoid blaming or accusing the addressee Understate the point

REWRITE IN TEAMS: We got your order. The cost is $ 250 per box plus $50 for delivery (3-5 days). E.g. Thank you for your order for 10 boxes of Sunlight Wallpaper. Our price for each box is $ 250, plus an additional $50 for postage. Our normal delivery is 3-5 days. 1 Your prices are not acceptable. 2 Respond to my message straight away! 3 Can you call me on the phone? 4 You must have lost my address. 5 This is very unpleasant.

USE TYPICAL PHRASES ! Ways to start your message Dear Sir or Madam Dear Sir Dear Madam Dear Mr Smith Dear Ms Smith Dear Mrs Smith Dear Miss Smith Dear John Never: Dear Mr John

Ways to end your message Best wishes - to someone you know well Yours faithfully – not writing to a named person Yours sincerely – to a named person More useful phrases → RB, pp 105 & 106

TYPES OF LETTERS (in BE1) 1. Letter of application or covering letter 2. Letter of enquiry / inquiry 3. Letter of complaint 4. Letter of apology

Letter of enquiry / inquiry → RB, p 75 & 76 → RB, p 81, exercises 1 – 6 (team work) → Exchange RB with colleagues and compare phrases used TASK: Write a letter of inquiry to Ms Linda Bertich (p 101, bottom). Use phrases provided on p 105 & 106

Letter of complaint → RB, p 102 Check out phrases on p 105-106 P 108, exercises 11 & 12 Exchange readers and compare TASK

Letter of apology → RB, p 103 p 108, exercises 13 & 14 Getting ready for the progress test: Study RB pp 91 – 111 Do all tasks on pp 107-108 Revision: QUIZ (pp 109-111)