2. PLANNING FORMAL LETTERS 1. The purpose? (to enquire/answer/order..) 2. The receiver? (formal/informal style) 3. The layout? (paragraphing: beginning the message ending) 4. Functional phrases? (referring/requesting/apologising)

3. Easy to understand (information) Appropriate (register, polite/impolite) Accurate (grammatical correctness)

4. PARTS OF A LETTER 1. Opening (Dear...) 2. Beginning (We are writing to... Thank you for your letter of..) 3. The main message (This gives details) 4. The close (This usually talks about the future) 3. Yours faithfully/sincerely

5. OPENING Dear Sir or Madam Yours faithfully, Dear Mr Brown Yours sincerely,

6. SUBJECT Job Application Trip to Split Visit to your company Meeting Enquiry about washing machines Complaint about washing machine Apology

7. BEGINNING A LETTER A) If you expect an answer: We are writing to enquire about... We are writing in connection with... We are interested in...and would like to know... B) If you are answering: Thank you for your letter of (date) asking if... enquiring about... enclosing... concerning...

8. GOOD NEWS We are pleased to inform / tell/ advise you I am glad / happy / delighted / pleased to…. We are able to….

9. BAD NEWS We regret to inform you that … We are sorry to tell you that… Unfortunately we are unable to….

10. GIVING REASONS This is due to… This is because of…../as a result of….

11. REQUESTING ACTION Could you please send me……..as soon as possible We would be grateful if you could let us known about… We would appreciate it if you could …. Please could you send me….

12. ENDING A LETTER I look forward to receiving your reply/order/products... Looking forward to hearing from you. You can add: I hope that this information will help you. Please contact me if you need any further information.

13. ATTACHMENTS I am attaching our catalogue to this message. I am attaching details… If you have any problems opening this file, please let me know. I attach our price list and look forward to hearing from you. Please find attached our report.

14. PROBLEMS WITH ATTACHMENTS I am afraid you forgot to attach the report. Could you send your message again, please? Unfortunately, the attachment won’t open on my computer. Could you send it again in a different format? Sorry, I forgot to send the attachment.

15. ENCLOSURES I am enclosing my CV I enclose my CV Please find CV enclosed

16. ENDING We look forward to receiving your reply. We look forward to doing business with you in the future. Please contact me if you need any further information. I hope that this information will help you. Looking forward to hearing from you.

17. TYPES OF LETTERS 1. Memo (within the organisation) 2. Email (short/direct) 3. Enquiry / inquiry 4. Offer 5. Order 6. Complaint/Claim 7. Apology/Adjustment 8. Reminder

18. MEMORANDUM (MEMO) Note within the same organisation Own printed memo paper Direct style (directly with the message) Greetings and closings are not used To/FAO (for the attention of) From Re/Ref File No Date

19. EMAIL GUIDELINES Create a subject line with impact Write short sentences Keep paragraphs short Do not trust your spell check Put your signature on the message Proofread the message before sending it Use headings, bullets, numbering

20. LETTER OF APPLICATION 1. REFER TO THE ADVERTISEMENT 2. NAME THE POSITION AND APPLY FOR IT 3. SAY WHY YOU ARE APPLYING, HIGHLIGHT EDUCATION AND PERSONAL QUALITIES 4. ASK FOR A JOB INTERVIEW

21. Dear …….. 1. NAME THE JOB AND WHERE YOU FOUND ABOUT IT I have seen your advertisement on the internet “MojPosao”. It states that you are looking for several marketing trainees to add to your marketing staff in Zagreb. 2. INCLUDE SOME INFORMATION ABOUT YOURSELF I would like to apply for one of these positions, because I believe my professional training and career objective are very much in line with your requirements. I attended Zagreb University where I earned my bachelor of science degree in Economics. I was awarded the master of business administration degree last year. You can see from my CV that I have some work experience in marketing. I appreciate your time in reviewing my enclosed CV and I would welcome the opportunity to meet and discuss my qualifications and experience with you. 3. STATE THE TIME WHEN YOU WILL BE AVAILABLE FOR AN ITERVIEW I am available for an interview at your convenience. Yours…..

22. CURRICULUM VITAE ELEMENTS OF A CV 1. PERSONAL DETAILS 2. EDUCATION 3. EMPLOYMENT 4. SKILLS / HOBBIES 5. INTERESTS 6. REFERENCES

23. LETTER OF ENQUIRY (asking for information)  Written in response to an advertisement  When interested in purchasing a product

24. 1. Start: Dear Sir or Madam / Dear Mr....... 2. Give reference: With reference to your advertisement in.... We are writing to enquire about... We are writing in connection with… 3. Request: Could you....send us.... We would be grateful if you could.... We would appreciate it if you could... 4. Request further information: Could you tell me whether... We would also like to know if it is possible to... 5. End: Looking forward to hearing from you soon;...... Yours faithfully / sincerely 6. Signature

25. RESPONDING TO ENQUIRIES  Provide the materials or information asked for

26. 1. Start: Dear... 2. Thank for interest: Thank you for your letter of...enquiring / asking about 3. Provide requested materials: We are pleased to enclose... Enclosed you will find… I am attaching...to this message Please find attached.... 4. Close the letter: We look forward to receiving your reply/order Yours sincerely/faithfully 5. Signature

27. LETTER OF COMPLAINT 1. Start: Dear Sir or Madam/Dear Mr....... 2. Say why you are writing: We are writing to complain about... We are writing in connection with… 3. Bad news: Unfortunately, (explain the problem) 4. Request action: Could you....send us.... We would be grateful if you could replace the faulty…. We would appreciate it if you could refund…. 5. End: Looking forward to hearing from you soon;...... Yours faithfully / sincerely 6. Signature

28. LETTER OF STRONG COMPLAINT What made me particularly dissatisfied…. I should like to point out that….. I should like to draw your attention to the fact that… We must insist, therefore, that you …..ASAP Unless we hear from you within a week, we will be forced to take legal action.

29. LETTER OF APOLOGY We are sorry for the delay / for not replying….. We must apologise for the inconvenience…. We hope this has not caused you any inconvenience Please accept our apologies once again.

30. BR: p: 75 – I, II 76 – I 78 – I, II

31. Fill in the missing words in the text below. Use the words below: information, including, referee, interview, employer, newspaper, recommend, phone, job Name the ___________ you are applying for and where you found out about it. For example, name the ______________ where the ad appeared and the date when it was printed. Include some ________________ about yourself. This is not always necessary if you are ________________a CV. Give the name, address and ________________number of two people who will _____________________you to the potential _________________. It is best if one of these is a personal _________________and one is a work referee. State the time when you will be available for an _____________________.

32. http://www.youtube.com/watch?v=oiR3Uu5sbXw&feature=related Write down the tips for writing a perfect cover letter or letter of application. ____________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________ _________________________________________________________

33. http://www.jobs.ac.uk/careers- advice/cv-templates