1. Business Correspondence How to write a good business letter

2. How to write the date 6/8/02:sixth of August (UK) eighth of June (USA) Standard: 6 August 2002 8 June 2000 Writing the date

3. Parts of a letter Dear… An opening This says why you are writing. The main message This gives the details The close This usually talks about the future Yours faithfully/sincerely etc.

4. Dear…/Yours Dear Sirs- to a company Dear Sir / Madam- to a man/woman if you do not know his/her name Dear Mr. Smith- to a man Dear Mrs. Smith- to a married woman Dear Miss Smith- to an unmarried woman Dear Ms. Smith - to a married/unmarried woman Dear John- to a friend to someone you know well

5. Dear…/Yours Dear Sirs/Sir/Madam - Yours faithfully Dear Mr./Mrs./Miss/Ms. Smith - Yours sincerely Dear John - Best wishes

6. Beginning a letter (1) u We are writing to enquire about… u We are writing in connection with… u We are interested in … and would like to know…

7. Beginning a letter (2) How would you start these letters? u You want to know the prices of some air conditioners. u You saw an advertisement in the newspaper yesterday and you want further information. u You want to know if the company you are writing to organizes holidays to Thailand.

8. Beginning a letter (3) u Thank you for your letter of (date) asking if / enquiring about / enclosing / concerning … u We have received your letter of (date) asking if / enquiring about / enclosing / concerning …

9. Beginning a letter (4) How would you start these letters? u A company wrote to you on 23 July. They wanted to know if you sell digital cameras. u A man wrote to you on 18 November. He wanted employment with your company. He also sent his curriculum vitae. u A lady telephoned you this morning. She wanted to know if her order No. 599 had arrived.

10. Ending a letter (1) u I look forward to receiving your reply / order / products / etc. u Looking forward to hearing from you.

11. Ending a letter (2) If you give some information in the letter, you can close: u I hope this information will help you. u Please do not hesitate to contact me if you need any further information. u Please feel free to contact me if you have any further questions.

12. Letter Practice u Write a letter to Data Services Ltd, 57 West Road, Paxton, PX3 6JA. You want a word processor and you would like to know if they rent them. You need a small machine with a very good quality printer. Follow this plan:

13. Letter Practice - Dear… - Open the letter. Say what you are writing about. - Tell them exactly what you need. - Close the letter. - Yours… - Sign it with your name and title (office manager)

14. Business Correspondence Referring With reference to …, Further to …, With regard to …, I am writing in connection with …

15. Business Correspondence How would you start a letter about each of the following? a) an invoice (No. 361) for a photocopier b) an advertisement in The Evening Daily c) an application for a post as accountant in your company d) a fax order for six lap-top computers you received today

16. Business Correspondence Giving good/bad news Good news pleased tell I am delighted to inform you that… happy advise

17. Business Correspondence Bad news am sorry tell I to inform you that… regret advise We regret that…

18. Business Correspondence Complete these sentences using phrases for referring and giving good or bad news. a)............................your order for 16 desks,....................… we have had to increase the price. b).........................your application for a post as secretary, ……………………. that we would like you to start work as soon as possible. c).........................your application for a post as secretary,.............................… you were not successful. d).........................our telephone conversation this morning,......................... that your car is now ready for you to collect.

19. Business Correspondence Giving reasons for what you can and cannot do Stating what you can and cannot do We are able to… We are unable to… We have been forced to… Giving reasons This is owing to… due to… as a result of … because of … Notes: The phrase “owing to” is normally used for bad news.

20. Business Correspondence Write complete sentences by using the information given. Question (a) has been done as an example. a) increase prices– fall of the dollar We have been forced to increase the prices. This is owing to the fall of the dollar. b) delay the delivery of goods– strike by the factory workers c) increase all salaries by 10%– rise in sales d) cut all salaries by 10%– fall in sales e) cannot deliver your order– we have not received your payment for the last order f) cancel the meeting –, a lot of staff have been ill

21. Requesting action Requesting Action Please could you… We would be grateful if you could… We would appreciate it if you could… If it is urgent, add: as soon as possible without delay immediately

22. Requesting action What would you write in the following situations? 1.You want an application form from a company. 2.You want someone to repair the fax machine in you office quickly. 3.You want the post office to forward your mail to your new address. 4.You have written to a company and you want them to reply quickly. 5.You want a company to send you the goods quickly. 6.You want the telephone company to install another telephone in your office

23. Requesting information Please could you let us know (about/if) We would be grateful if you could inform us (about/if) We would appreciate it if you could give us some further We would like to know (about/if) details about…

24. Requesting information What would you write in these situations? 1.You wrote a letter to someone and they haven’t replied. You want to know if they received the letter. 2.A foreign businessman wants you to get a visa for him. You need all the details about his passport (his nationality, date of birth, when his passport was issued, and when it expires.

25. Apologizing We must apologize for… We apologize for… We are extremely sorry for / that… It is usually polite to give the reason and then apologize again at the end of the letter. Please accept our apologies once again. With apologies once again. We hope that this has not caused you any trouble.

26. Making a mild complaint - say that, unfortunately, something is wrong, Unfortunately, we have not yet received the textbooks. Unfortunately, you sent us a bill for the wrong goods. - request some action. Please could you send us the books immediately. Please could you send us a correct bill as soon as possible.

27. Making a mild complaint What would you write in these situations? 1.A company has sent you the goods you did not order. 2.You have not received the payment from your buyer. 3.A company did not mention the cost of their products. 4.Your new photocopier has broken down. 5.One of the machines you received was damaged. 6.A temporary secretary does not speak English.

28. Making a strong complaint - say exactly what is wrong, e.g. ‘It is now over six months since we placed the order and we are still waiting for the cabinets.’ - make a point connected with this, e.g. ‘I should like to point out that we have already paid for these cabinets.’

29. Making a strong complaint - demand immediate action e.g. ‘We really must insist, therefore, that you deliver them immediately.’ - give a warning if you think it is necessary e.g. ‘Unless we hear from you, we will take legal action.”

30. Making a strong complaint The people who rent the office next to you play loud music all day, even though the contract for the offices says ‘no radios.’ It is impossible for you to work. Write a full letter to them, making a strong complaint. You can follow this plan: - say what you are writing about (the noise) - say exactly what is wrong - make a point connected with this (the contract) - demand immediate action - give them a warning (you will contact the landlord)

31. Point for Attention: Clarity Ambiguous: Mr. Brown wrote to Mr. Thompson that he had accepted his proposal. Clear: Mr. Brown wrote to Mr. Thompson that he had accepted Mr. Thompson’s proposal.

32. Point for Attention: Clarity Ambiguous: To speak English well, practice is needed. Clear: To speak English well, one needs practice.

33. Point for Attention: Clarity Ambiguous: The company makes furniture for people of any size. Clear: The company makes furniture of any size for people.

34. Point for Attention: Clarity Ambiguous: We have developed some new products in one of our workshops which we are very proud of. Clear: In one of our workshops we have developed some new products which we are very proud of.

35. Point for Attention: Brevity Wordy: The reason why he left New York yesterday was that he had to attend a conference in Los Angeles. Concise: He left New York yesterday to attend a conference in Los Angeles.

36. Point for Attention: Brevity Wordy: There are several causes of malnutrition, one of which is vitamin deficiency. Concise: Vitamin deficiency is one cause of malnutrition.

37. Point for Attention: Brevity Wordy: A bridge stretched across the river, and the bridge was 2 kilometers long. Concise: A 2-kilometer-long bridge stretched across the river.

38. Point for Attention: Brevity Wordy: Allow us to take this opportunity to thank you for your letter which we have just received. In reply we wish to state that we shall be very glad to send you a copy of our catalog for home furnishing products in compliance with your request.

39. Point for Attention: Brevity Concise: We shall be glad to send you a copy of our catalog for home furnishing products as requested.

40. Point for Attention: Brevity Wordy: In your letter dated 23 July you enquired about our experience with Mr. Henry J. Clark. We are happy to tell you about his work for us. Mr. Henry J. Clark was a loyal and faithful worker during the two years he did accounting work for us.

41. Points for Attention: Brevity Concise: Mr. Henry J. Clark, about whom you enquired on 23 July, was a loyal and faithful accountant here for two years.

42. Point for Attention: Reader-centered Self-centered: I will dispatch your camera promptly. Reader-centered: Your camera will reach you promptly.

43. Point for Attention: Reader-centered Self-centered: We are going to ship your order by S. Maryland leaving our port in the middle of this month. Reader-centered: Your order will be shipped by S. Maryland reaching your port early next month.

44. Point for Attention: Reader-centered Self-centered: We have received your enquiry dated May 12 about samples, which we have referred to our factory. Reader-centered: You will be pleased to know that the samples you asked for in your letter of May 12 are being manufactured by our factory and should reach you no later than June 5.

45. Point for Attention: Reader-centered Self-centered: We have on our hand complete stocks of various qualities and we can ship practically any item you may need for shipment on short notice. Reader-centered: You may select from our complete stock of various qualities practically any item you may need for shipment on short notice.

46. Point for Attention: Be Active Passive: We hope this delay has not caused you inconvenience. Active: We are glad that we could send you merchandise today.

47. Point for Attention: Be Active Passive: Unfortunately we cannot fill your order because you failed to send your check. Active: We shall be glad to fill your order as soon as we receive your check.

48. Point for Attention: Be Active Passive: To avoid delay, we are sending the goods by express freight today. Active: To hasten shipment, we are sending the goods by express freight today.

49. Point for Attention: Be Active Passive: We are discouraged to learn that we were in fault. Active: Thank you for calling attention to the unfortunate incident.

50. Point for Attention: Revising Dear Sirs, We have recently developed a new kind of bicycle. The bicycle is selling very well on the home market. You will be very interested to hear that.

51. Point for Attention: Revising Dear Sirs, You will be interested to hear that we have recently developed a new kind of bicycle, which is selling very well on the home market.

52. Point for Attention: Revising It is successful in this country. There might be a sales potential abroad, we thought. Could you find a market in your district? We would like to know that very much.

53. Point for Attention: Revising Because of its success in this country, we thought there might be a sales potential abroad, and we would welcome your advice as to whether, in your opinion, there is a market in your district.

54. Point for Attention: Revising It you agree, we shall be glad to supply you with our samples. You can show them to the customers. You may wish to make an immediate order. You will find enclosed an order form. We look forward to hearing from you soon.

55. Point for Attention: Revising If you agree we shall be glad to supply you with our samples for you to show to the customers. You will find enclosed an order form in case you wish to make an immediate order. We look forward to hearing from you soon.