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DELTA Business Communication Skills Series editors Susan Lowe and Louise Pile

ErmaiLing Louise

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DELIIA Publishing

39 Alexandra Road Addlestone Surrey I(T1 5 2PQ

llnited I(ingdom @ DELTA

I'ublishing 2004

All rights rescrved. No reproduction, copy or transmission of this publication may be made

without written permission from the publishers or in accordance with the provisions of the Copyright, Designs and Patents Act I 98 8. or under the terms of any licence permitting copying issued by the Copyright Lioensing Agency, 90 Tottenham Court Road, London W1P 9HE. PHOTOCOPIABLE 56-58 may be photocopied for use in class but may not be sold or distributed separately or included in any other publication lbr sale or distribution.

Pages

First published 2004

Critically read by Anne

Lar,r,s and Sarah Baldy{iihnapfel Edited by Catriona Watson-Brown Designed by Caroline Johnston Illustrations and cover design by Peter Bushell Picture research by Emma Bree Printed by Halstan & Co, Amersham

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Cover: DigitalVision Page

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3: DigitalVision

Page 20: Brand

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Page 27 : Imagesource/AIam5, Page 36: DigitalVision Page 12: DigitalVision Page 44: Photodisc/Creatas Page

49:DigitalVision

ISRN Book 1-900783-81-9 cD 1-900783-87-8

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$mtroduction DLLTA Brrsine.s.s Cornrnurticatiorr S/<i11s is a ncw series which uses a lezrrner-centred approach to develop kcy communication and ltrnguerge skills essential for today's intcrnational busincss environment. The scries is clesigned for learncrs of business English at pre-intermcdiate trnd intermediatc levcl, either pre-scnricc or in-senrice, and it can be uscd cither in the classroom or: for seif-study Ireatures of the scries includc:

Learning o Helplul

o

Indir,,idual Needs analysis and

a a o

Art arencss-raising activities Ertensirrc personalizcd exercises Tips for cfl'ective performance in busincss

journal

o

suggestions lbr language study Regular: language reference and rerriert sections

o o o

Photocopiableresources An intcgrated audio CD Full transcripts and ttnswcr

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Eenailirrylaims to hclp you to derreiop the shills and language ),ou need to nrrite effectivc business c-mails in English. E-rnuilitul consists oI six corc units, each containing: o Context - to raise alvelreness ol' thc skills and issues invoh,ccl ir-r e ach stage of thc e-mail nrriting proccss, and to inlroducc dil'I'ercnt strategies 1br clcvcloping these skills a Presentation ancl Practice - of core langua'rge (vocabulary, grammar and phrases) lir-rl<ed to thesc skills o Tips (cultural or languetge related) for e-mzriling efl'ectlvely r Consolidation - to allow you to apply what you have learned to Srour own r'r'ork

situation

o Reference - uselll vocabulary and phrases related to each unit o Review study suggestions and further practice (ideal lbr l-romeworh/self-study) The book also contains:

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o H*re; tca H$** thls

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Needs analysis. This cncourages you to consider what 5rsLl need to focus on in order to gct the most out of the book and 1rps1 learning.

Learning iournal. This provides the opportunity to reflect and personalize what you have studicd in the book.

Resources section. This pror,ides additional material such as checklists, photocopiable framcnrorl<s and additional activities.

Answer key. This includes suggestcd answers and is designed to enablc yclu to work eitl-rer alone or r,r.ith a teacher.

Transcripts. These detail the content ol' thc accompanying CD.

Step

I

Start by rrrrorking through the Needs analysis (page 5). This vr,,iil help you to: o considcr the e-mails you write in English - ancl your strengths and

Step

2

You should then familiarize yourself n ith the Learning journal (pages 6 and 7).

You trre asked to refer bach to this journal at the cncl of errsry core unit.

weaknesses in r,rrriting these:

o

o

identify and prioritize your immcdiate Step 3 Work through the units in the order that and luture needs lbr nrriting e-mails; detcrmine the order in n hich ),ou work you feel is most appropriatc to your needs. through thc core units in this book.

I hope you enjoy leairning n ith this book.

D (-) -<) i r,/- -t---\ _) Louise Pile Scries editor and aruthor

&bcut {i:r. ;;,1gt6'i^ Louise Pile has cxlcnsi\e

Business English teat'hing and tcacher-t.ni,,ring cxperient'e. both in the l.lK and abroad. She has nrritten and editcd a range of print and multimedia Ian gu age-1earn in g rnaterials.

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Learning iournal Buring the course

As you work through each unit, summarize helpful Ianguage and tips forellective e-mailing. An example is given, but what you note down will depend on your ortn

learning pattern.

Example

Unit:6 Useful language:

to do your best; to to run a spell

malce a rese rvation;

check; to attend a session; l've worked here since 1999/brthree years.

Useful tips: check my e-mail will make a goo4 impression on the reader;

iskJon to read through my

e-mail before sending it Your Learning journol

Unit:1

Unitt2

USeful language:

Useful language:

Useful tips:

Useful tips:

Unit:3

Unit:4

Useful language:

Useful language:

Useful tips:

Useful tips:

Unit:5

Unit:6

Useful language:

Useful language:

Useful tips:

Useful tips:

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Getting started

IT

THIS UNIT LOOKS AT:

I I I I

key e-mail terminology and'netiquette' Ianguage for beginning and ending e-mails

giving your reason for writing referring to previous and future contact n, lnetlketi The unwritten rules of behar''iour on the Internct, especially related to the use of c-mail, chat rooms and newsgroups.

netiquette

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+

Look at the e-mail below and consider these questions.

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1 Who is the sender? thc receiveri 2 Is there a signaturei a disclaimer?

3 Is the subject line lilled in?

4 Has the importance option beerr uscd?

5

Has the e-mail been copied to anyone else (using the bcc (blind carbon copy) or cc (carbon copy) lield)?

6 What is the purpose of the e-mail?

7 What format would the altachment 8 Wlrat is the rcceirrer expected to do?

To:

bc in7

p-vogel@mply.de

From: s.griffrn@travelexpress.com Cc:

Bcc:

Subject: Sales Manager post (ref. 7672P) Dear Mr Vogel Thank you for your e-mail expressing interest in the above vacancy.

Please confrrm whether you would prefer to receive an application form and further details by e-mail (Word XP, approximately 551() or in hard copy by post.

lf you have any questions, please do not hesitate to e-mail or phone me.

Yours sincerely

Stacey Griffrn Personnel Assistant s.g rif

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@trave lexpress.com

Travel Express 35 Windmill Street Evesham EN42 gTR UK

ret +44 (0)1

868 767565 (extn 392) Fax: +44 (0)1 868 767600

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*************** h-!.lpllwrrylv.[ra vclc xpress. c o m The content of this e-mail and any attachments sent with it are confrdential and for the addressee only. Any unauthorised copying or distribution by anyone else is prohibited.

Please delete this e-mail if you have obtained it in error.

Il

PalrPls Eurllag

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Exontple

e-moils 4 Look at the example e-mails below. To what extent does each follow the guidelines on page ,

9?

To: e-jason@kuhn.co.uk

From: myra-wynn@sales.try.com

Subject:

r-\

/// t*l^*n

U

hi

leaflet.odf

Dear Ms Jason Thank you for your phone call of 3rd January. I am pleased to hear that \Iodel BHT43 has been selling wel1. I am attaching a leatlet listing our ful1 range of larvnmorvers, as requested. I look forward to doing business further with you in the Iuture.

Yours sincerely

Myra Wynn Sales Assistant

To:

Leila-Rajala@iho.ft

From: boris@mistra.com Subject: meeting next week Dear Leila I

just wanted to let you l<now that I can make the product launch next week.

Give me a ring if you need any help Best wishes Boris

to organize the event.

To: info@shal.com From: Michaela-Salter@can.com

Subject: response to your advertisement in 'Cycling weekly'. I am interested in stocking your fbrthcoming Model 232 and would be grateful if you could send me further inlbrmation about this range.

Best regards Michaela Salter

I am writing to you in

Buyer Bimleys 15

High Street

Sinton SI4 5BH

To: martin-summersby@ht.com Cc: s-sandhu@mk-mode.de Bcc:

From: m.schmidt@mk-mode.de Subject: catalogue request Dear Mr Summersby

Further to your e-mail of 1 2th September, I would like to apologize for the delay in sending you our sales catalogue. We have just put together our new catalogue and I wanted to be able to send you the most up-to-date information about our products. Please frnd attached a PDF of our latest catalogue. lf you require any further details about any of the items listed, please do not hesitate to contact me by e-mail or phone.

Yours sincerely Markus Schmidt Customer Services Officer MK Mode

T::#,i!i|il;;T:'1",, one purpose'

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Gettins started

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Tel: +49 (0)7531 3859 http:,/,/www.mk-mode.de * * * * ****** * * * * * * The content of this e-mail and any attachments sent with it are confidential and for the addressee only. Any unauthorised copying or distribution by anyone else is prohibited. The views expressed here are not necessarily those of the company.

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Match these key terms with their definitions.

1

netiquette

Key terminology

2 subiect line 3 attachment 4 to cc someone 5 signature

a b

type of electronic file (e.g. Word)

c good-practice guidelines for e-mailing d your contact details below your e-mail e a document e-mailed to someone I a folder containing messages for you to read g to copy your message to another person

in

6 lbrmat 7 in-tray Useful

where you write the topic of your message

phroses 2 Put the words in the correct order to form sentences.

1 your dated I writing am reply in to letter ,5 lune 2 look I forward to your receiving reply 3 please attachcd find a copy caLaloguc of our 4 you thank for e-mail your 5 you if have questions any please not do hesitale contact 6 I writing am concerning the launch product week ncxt 7 really I'm the glad to about interview hear 8 if you wondercd lihe to just mcct would up later

3 Complete the e-mail using words

to me

and phrases from the Presentation

section.

To: elene-martina@usel.com From: p.harmer@ut.fr Subject: USEL'S product range

1

N4s

lam writing

Martina

2--

regard I would be grateful if you a

product range.

I

s

forward to

6-.

3

your advertisement in Eusrness Weekly. send me some information about your latest

from you shortly.

Petra Harmer

4 1 I i.2

Listen to a voicemail message from a colleague. Make notes in the framework on page 55 of the Resources section. Then write the e-mail.

lll n

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lJseful phroses

I look lbrward to doing business with you again in the future.

Greetings

Drop me a line some time.x

Dear Mr/Mrs/Ms/Miss Gillet

I refer to (your last e-mail).

Dear Sir; Dear Sir/Madam; Dear Madam

I saw (your website).

Dear Finn/Margit Hello Mike *

We understand from your e-mail that ...

Hi Jane *

or phone me.

Endings

I enjoyed meeting you and look forward to (meeting you soon).

If you have any questions, please e-mail

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AIi the best *

Key e-moiling terminology

Bye for now * Reosons

to attach / an attachment

for writing

to forward (an e-mail)

I am vrrriting in reply to / concerning /

disclaimer

with regard to / about (your latest

format

brochure).

Just wondered

if you could (help me). *

I am writing to (remind you about the

link

We wish to (inform you of a change to

signature

our prices).

subiect (line)

fust a quick e-mail to (say hi).* I am writing in response to your

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adr,.ertisement

catalogue direct mail

distribution

This is just to (say thanks for your

enquiry

c-mail). *

launch

Referring

to previouslfuture contoct,

Ieaflet

With reference to (your phone call), ...

marketing seminar

In reply to (your letter),

payment terms

...

* Nice to hear from you.

price list

Thank you for your phone call.

promotional materials

Further to (your e-mail of 12th

range

September),

sales (representative/conference, etc.)

...

I hope to hear from you ... * Give me a call later on.

If you would like any further/additional information, please do not hesitate to contact us.

I was really glad to hear (about the successful launch).*

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receiver/addressee/recipient

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e *&**x*

different ways of structuring e-mail messages, particularly replies useful Ianguage for introducing main and supporting points (e.g. firstly,...; os o result of ...) and for directing the reader (e.9. pleose see below)

Look at the e-mail extracts below showing how different people have replied to incoming e-mails. Match each e-mail to one or more of these subiects. iir:

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ll Dear steve llrrrrnr, you for your e-mail. Please see my responses in between your requests ll o"to*. ll sest wishes

ll rn,,i. il

Please could you qive me the production frgures for last August? I need to llsend them to head offrce by the end of the week.

ll>

lll',"r'r" I

on your desk.

ll > I need to see all the production staff on Thursday. Can you ring around and llarrange a suitable time for everyone, and then book a room? llfhe meeting will start at 4 p.m. and will take place in the boardroom. tl

[TDear Martin

llanr"o you for your e-mail. Please could you give me a call on extension 343 to llurruno" a time when I can come and lool< at your computer. ll

r"r,

ll

.trn"t

ll

ll ll ll ll

,."nu,.o,

- - -originrt Message - - -

rror,

M. Monroe

S"nt, 28 November 2003 09:45

,o,

J. cooper

srnt".t, Computer problems ll o",,. ,,n", llpf.rr" could you tal<e a look at my computer, which keeps crashing? lthink this llir ,r , result of the new program l've loaded onto it recently to help us l<eep ll track of distribution. tl

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2 Structuring your message

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3 What other factors can ensure that your e-mail is well structured? Compare your ideas with the tips below.

o

Reading on screen can sometimes be difflcult, so try to keep your e-mail as short as possible.

The receiver should not have to scroll down too far to read the whole message.

. Ensure your main points can be found easily. Introduce each one clearly (e.g. Firsrly, ...). o Use short paragraphs which are well spaced. Ideally, each paragraph should contain one main idea o Direct readers to the relevant part(s) of your message (e.g. See below .. .). o Consider numbering or bullet points, using headings and sub-headings, or highlighting key information (e.g. at 3 p.m.). 'a:::I::::::::::L-.,.,.,-''a

..: :::::II:-,::::::I:'

lntroducing moinl 4 Lool< at the e'mail below sent by Johannes Steiner, BTP's Regional supporting points Production Manager in Germany, in reply to an e-mail from Martin Kilsby, European Production Director. What are:

I

the main points?

2

the supporting points, e.g. explanations in support of the main points (?his is to ...) and the implications of these (This ra,ill leodto ...)?

To:

drre

m-kilsby@btp.com

From: j-steiner@btp.com Subject: February production frgures

7f

tttachments: production-march-1 2.xls

Dear Mr Kilsby Please frnd attached the latest production frgures

for

BTP

Friedrichshafen,

Karlsruhe and Baden, as mentioned in your e-mail of 9th March. I would like to draw three points to your attention in relation to these frgures.

Firstly, you will notice that production at Friedrichshafen has risen by more than 25%6 compared to the last quarter. This is as a direct result of tal<ing on 75 new production staff at the plant.

Secondly, production rates at the Karlsruhe factory were 1570 lower than in the previous quarter. This fall is due to unexpected technical diffrculties with the new machinery for the production line. These problems have led to delays of up to twelve hours at a time.

Finally, in response to growing demand for industrial chemicals from the Far East, the Baden plant plans to increase production from March onwards.

This means that the company will need to recruit as many as 1 00 additional shop-floor staff to cover the extra shifts proposed.

lf you have any questions or would like any further information, please do not hesitate to contact me.

Best regards Johannes Steiner I am writing

to remind you all that the February production figures are

in by the end of the weel<.

Best regards Martin l(ilsby

rc

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n points

1 the company firstly plans invest to ncw meichincry â&#x201A;Ź 5 million in 2 production harre rtites incretrsed sccondly by 25ol' 3 thcre is products gronring our thir:clly demar-rcl for 4 the company dccided finally 100 has take to nenr on staff 5 company's firstly has tl-rere a change to thc bcen policy 6 linally product will invested be in Si I Otl,tl00 der,'elopment

I

ntrod uci n g supPort i ng Points

2 Complete 1 2 3

these supporting points from an e-mail report.

I apologize for thc

dclaSr

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...

We have experienced a number of production problems. This is as a rcsult of ...

As agreed,'â&#x201A;Ź 500,000

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...

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4 There's been a recent decision to expancl the plant. This r,rrill probably lead to ...

5 We havc decided to tahe on 2 5 new procluclion staff. This is in responsc to ...

6 On ing 1o ..., thcre u,ill bc delays to the delirreries to the warchouse.

7 Precause of ..., we hope to be ablc to providc a better service in the futurc.

2 Structuring your message

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Reference

Usefulphroses

Yocobulory

lntroducing moin ideas

Yisiting a factory

Firstly. ...

expand/expansion

Secondly, ...

facilities

Thirdly,

factory

...

goods dispatch area

Finally, ...

I

ntroduci ng suPPorting

i

health and safety (clothing)

de os

industrial chemicals

This is as aresult o/delays installing the new equipment.'

Output will be reduced industrial action.

install/installation invest/investment (in machines)

because of tlne

itinerary

This is due to difficulties we are experiencing with the machinerY

machinery

This is in response to an increased demand for the new product.

schedules

plant

This will probably leadto short-term

shift

disruption.

shop-floor staff

This will meanthat our Production capacity will increase.

Production capacity

There will be a short delay in responding owing to the Postal strike.

costs

line

Directing the reoder See

manager

below for further information.

operatives

Figures can be found below.

See

problems

paragraph 3 for full details.

rates

Please flnd attached ...

targets

As you can see in the attached file, .'.

Point 4 above deals with '..

My responses can be found directly after each of your questions.

As stated in your original message

below,...

A summary of the rePort can be found beneath this message.

Study suggestion Put new words or phrases on cards,with the back.

d

2 Structuring your message

a

translation into your own language on

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E factors affecting clarity,such as layout and language I Ianguage for linking ideas (however ...), giving examples (such explaining (thot is to soy ...)

fr*r:{*xq

os

...) and

Look at the e-mail extracts below and answer these questions.

1 In A, is it clcar: lrrhat June is writing about?

2 In B, clo r,rrc lcnor,r, n hat is pctstponecl2 3 In Cl, n hat c1o you think are the r,rrords missing from the screen?

4 ln D, do rve knor,r, when the interrrier,t s are exuctly?

5 In E, what jobs are ar,ailable?

To:

P.Schmidt@lGR.com

From: J.Daws@lGR.com Subject: Dear Peter l've got an appointment to see my son's teacher at ten o'clock in the morning that's up in the centre. I was supposed to go today, but she called me up Just as I was about to drive there and said that she would have to postpone it - not sure why, though. Anyway, l'm not lil<ely to be back much before lunchtime, wouldn't thinl<, so I suggest we meet on* 21st* instead in Room 123 to discuss NECTP23, if the room's available on that day, of course, but if it isn't, we'll have to use another room, possibly on the floor below. Could you perhaps give me a call, or if you prefer you could just send me an e-mail to let me l<now if you can make it or not.

I

Cheers,

June

To: sales@ivt.ft From: jari-mil<konen@ivt.fi Subject: Please note

that it

has been postponed until 4th January.

Jari

Frl,

your help yesterday with processing the applicationsfor tl're marketino

To:

,.rir[ [

alisonjacob@aol.com

From: ml<1 @compuserve.com Subject: Marl<eting Offrcer interviews Dear Ms Jacob I am writing to confirm that you have been shortlisted for the post of Marketing Offrcer at Ml(1 Consulting. lnterviews will take place next month. lwould be grateful if you could confirm that you will be able to attend.

Yours sincerely Jacl<ie Price

Personnel Officer

FZfi 3

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Giving exomPlesl explanotions

two sentences. Which of the underlined phrases is used

4 Look at these

to give: 1

an example?

2 an explanation? a

The meeting is in HR2,that is, Room 2 in the Human Resources building.

b I think we should invite a member of

the Finance Department to the meeting,

for example Claudio.

5 Look 1 2

at the phrases below. Which are used to give:

an example? an explanation?

for this means that in other words such as to give an exarnple to Put it another way for instance for example that is that is to

6 What

say

this stands

do the following abbreviations and acronyms stand for?

li.e. 2e.g. 3re. 4ASAP 5Ltd 6pp 7V1.JI Avoiding repetition

7

8PLC

Look at these two sentences. How could you shorten the second sentence without the meaning becoming unclear?

Janet suggested we put the job advertisement in Business Weekly. Putting the advertisement in Business Weekly is a really good idea, I think.

Linking words

8a

Join a sentence from A and a sentence from C using a word/phrase from B.

A 1 We are all busy

but

2 You'll need to complete

and

my colleague advised me not to.

they probably won't

an application form

3 I will put the

ad in the

take me on.

despite

4 Iappliedforajobat

although

I will put it in the

However,

national press. send us your CV

In addition,

the poor pay.

RPT International

5 I'm going to take the

the meeting will still go ahead.

Iocal paper

job at Miltons

6 I nearly applied for the sales vacancy

b Which of the words or phrases

are used to add information? Which are

used to contrast information?

c

How many more words/phrases can you think of to ioin the sentences?

Example:4lso

!l

3

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E

6

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3

Cross out any unnecessary words and phrases to shorten this e-mail.

tal<ing or*",n,*o months'time - on zrst septemtrer. llu.trutty. Anyway, I'm not worrying about it, not at this moment in time at llt"urt. They said it'll be in Coventry at a hotelcalled the Leofric Hotel. lt's in the I city centre, by the

[lt",n,"ru,"w's

way.

I Linking

ll I

ll

I

ll ll

ll

ll

words 4 Complete the

gaps in these sentences using words and phrases from Exercise 8 on page 25.

1

Only hall the stalT turncd up at the

mccting,

.ccgiving a reminder the day

before.

2

Can you take the m.inutes for us today, ]ane? Coulcl

you

type them up after thc

mccting?

I'd lil<e to hold the intervienrs next notice, really.

I'll

neeh.

send out details oi the intervien fbr the intcrviews.

s

,

ne need to give candidates morc

to the applicants

today.

,

I'll book rooms

I'cl given participants copies of the agenda before the meeting, no one

remcmbered to br:ing them.

5 Rewrite e-mail A on page 24 to mal<e it clearer and more

concise.

6 Write a clear

and concise e-mail to send to your team using the e-mail below and your handwritten notes.

Cftice Blocl-

9

Subject: Worl< number 308493 Please could you make all of your staff aware pf the following information intenance works will be tal<ing below. Please be advised that the followi

those who worl< the

nightshift not e

e

ffected

,E. irttervie\,vee s

ior

the Productron

ly. The power will be down in(OB9ln the frrst week of May for the g Monday 1st May and ending-Wednesday 3rd May. The works are t for up to four hours in total overall. ln the event that work is expected to place normally worl< within the building will be affected. taking will be affected. There are no expected building the are asked to follow any instructions given while health and safety issues. Staff will not be allowed while the worl< is out.

Smoking this work is being carried for inconvenience caused. any being carried out. We apologize

Oper;tir,,e vacancies

Il.'.:',#l

::.Tfr:""..

moY mtss ioo f or. TheY

your keY Points'

il;I

3

7

You have agreed to meet your manager to discuss the progress of a proiect you have been working on. Unfortunately, you will not be able to make the agreed date.Write an e-mail to your manager explaining the situation and suggesting an alternative day to meet. Check your e-mail using the checklist on page 57 ofthe Resources section.

Beine clear and concise

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6

.IINN SIHI NO S]]ON ])VAI CNV ]VNEOOI DNINEV]'I ENOA OI NENI^^ON E

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pue

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uorleorunuuoc pooO oneq lltM lueltldde InJSSoJf,ns aql 6ur1a1"relu acUJo ueqOuruu.rrg aql le e aq lltM aroq] q}/ .raqLualdag u.ro"i1 e

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€g

Reference

Useful phroses

Yocabulory

Controsting ideas

Meetings ond interviews

We are all busy, butthe meeting will still go ahead.

attend/cancel (a meeting)

We are all busy. Nevertheless, the meeting will still go ahead.

I applied for

a

job at RPT International,

although they probably won't tahe me on.

I applied for

a

job at RPT International.

be shortlisted (for an interview)

candidate

flll in / complete (an application form) Human Resources hold/postpone (interviews/meetings)

They probably won't take me on, though.

interview

I'm going to take the job at Miltons

items (for discussion)

despite I in spite o/the poor pay.

(a candidate)

make (an appointment)

I nearly applied for the sales vacancy.

However, my colleague advised me not to.

participant

Adding ideas

put (an advert in the paper)

I will put the ad in the local paper. ln addition, I Furthermore, I will put it in the national press.

recruit/recruitment

You'll need to complete an application form and send us your CV

take place

You'll need to complete an application form. You'll also need to send us your CV

well-qualified

Giving exomples

AOB (any other business)

Very few candidates fllled in the application correctly. For example, / For

ASAP (as soon as possible)

instance,

I

To

give an example, several

process (applications)

(type up i take) the minutes

vacancy

Abbreviotions ond ocronyms

CV (curriculum vitae)

forgot to sign the last page!

e.g. (for example)

We need to discuss a number of issues

etc. (and so on)

during the sales meeting, such as the new sales targets and

recruiting new staff.

i.e. (that is)

I( (kilo = one thousand)

Explaining

Ltd (limited)

Unfortunately, the conference room is

PLC (public limited company)

booked all day Thursday. This means that we'll have to use the boardroom.

The applicants for the vacancy all have degrees. Toputitanotherway, / Thatis, / That is to say, I ln other words, they're all

overqualifled.

The meeting's in OB9. That stands for Offlce Bloch 9, by the way.

Re.

(with reference to)

VAT (value added tax) p.a. (per annum) pp (per person / pages)

wpm (words per minute)

Study suggestion Try to expand your vocabulary by recording words with those which have a similar meaning, e.g. to toke on = to requit;plant = foctory.

E

3

Being clear and concise

M

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g

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q

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llrM 6urloaLU aLil 'uoouralJe MorJoLuo]

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S

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s

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Z

e.rns

g

I

I

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r,-ii.*i\:l

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I

.tv{at}tag

Choosing the right level of

U.1l$1',1.11

formality THIS UNIT LOOKS AT:

I I I

features of formal and informal e-mails factors to consider when choosing the right level of formality useful language for being formal and informal (would you mind...; thonks for...*)

e Oyf *eX* I Look at these e-mails. Put them in order from the most formal ( l) to the Levels of

formality

Ieast formal (3).

To:

makki.e.rajala@hort.com

From: LaurenMajor@PTU.co.uk Subject: Your latest order Makki, I just wanted to let you know that I got your order today. I'm really sorry, but we've run out of the blue folders. Can you get in touch and let me know whether red ones would be OK instead?

Best lr.ishes

Lauren

To: johnmartin@marlow.org.uk From: Q-Wan@cav.com Subject: Hi john Hi

Thanks for your order away. Thanl<s a lot! J

- got it today. Will send off

all the stuff to you straight

B4N Qing

To: m-nathan@nyh.com From: j.martin@ahorn.fr Subject: Stationery order of 1 2 August Dear Mr Nathan

Thank you for your stationery order of l2 August.

I have pleasure in confirming that the goods have been dispatched to you today.

If you require any further information, or would like to place another order, please do not hesitate to contact me.

Yours sincerely Jean Martin Sales Assistant

4

Choosing the right level of formality

W

l1r;eu.ro;1o

lane1 1q31"r

aql SursooqJ

,

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'sllD\.1,1-?

e osn 01 nol :o1 alqelderre

l;uo puJelur l?u.rroJU

ut ('t1e )-:)

slreuu-e

suo:r1ou-re

pue ('r1e '13) suorler,rerqqe leurolul osn ro^o^ oH 3urpuodse.t ueqa,r e;l1s relrurs

s,1r

'nol

o1 e Lls

pLUJolu ue esn leq11; 'uos.led reqlo eq1 lq peprnB eg 'se nJ lspl-pue prpq ou orp oraql 's eLU e leuJoxe ur l11e:adse 'leurJo1 ssel ueql Joqler oroLu aq o1 Jo1es s,1 q8noqqy

ul P".sn rD\uJo+ zJo\u oll. uzl+o zJD sz^rssDd

'lretu-e Jno,( ur 1r .(es l,uop'JaDJI E ur 1r ,(us ].uplno,4d. no,( 31 ',(uedruoJ er{l pue no.( ;o qloq 'uorssetdurr e,trlrsod E se^uel sJno,( eJns e{Eur os 'plJo,lA orll ur euo.(uB ol pepJE^\JoJ puB p€eJ eq uB3 In?IlI-o

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pue {puer.r; .reedde

ot

slr€Lu-a ;;e ur

e;lrs

leLuJoJur up asn slea,r;e p;noqs no1

'79 a8ed uo slleru-o aqlJo auo q1!/r lruJlxa q)ea q)le4'saul;epln8 r(ueduor tuo4 ualel /uoloq sp€rlxa aarql aql lE 4oo-I

pue

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TErluoJur up all-rl\ ol

Joqleq/ Surproap ueLIAi\ Jeprsuoc

€

seullep,ng

Z

alrEru-e IEruJol Jo o1

luulrodrur

eJB sJolJeJ leq,lu1 Z

asltetu-o lerrrroJ (q) pue lerulolur (e) Io selnlea; prrd,{1 erp luq1,\

I ol sJol)Dl Lx{3t&c}Lxes*jd

JePrsuo,

'suollsanb asaql relr^sue pur- Zt a8ed uo slleLu-e aql le

>lool I

Useful Phroses

5 Find phrases

in the e-mails on page 32 to add to the table below.

lnforrnal

Forrnal A Thanking someone

Thank you very rnuch

Ior...

B Asking someone to do something

C Conflrming something D Apologizing for for ...

I apologize for

...

5 Find words

in the e-mails on page 32 to do with'orders and supplies'.

Put them in the table below. Use your dictionary to help you.

lnformal

Formal

stuf{

ways can you think of to begin and end formal and informal e-mails? Give examples of when you have used each of these and why.

7 What different

(Look at the e-mails in this unit and in Unit I for examples.)

8 What

do these informal lnternet abbreviations stand for?

I2L8 2AEAII( 3IOW 4TIA 5B4N 6CU TCUL SOTOH lOFYI 1l BTW l2FAQs

tr

4

Choosing the right level of formality

9TI(S

m

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;o

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lq8u

aq1 Bursooq3 y

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ol

qStM

no^ Jt ,altLlMueoI!

'i{;alacurs

'0t098t 6t690

uo uorstltp sa3tnros iatuolsns Jno lle3

slnol

",(;enrleurel;y

qf,aag sstf! Jeoc 'e1ep {.lanrlep }uatuanuos e a1uurc

ol pa]3eluo3 aq ;;rnn no{ 'srar;ddns rno Llorj spoo6

aqtr pa^tacar a^eLi aM asuo

,srgss

'oN rapro :}3o|qns

'passacold 6ureq anou st Japlo rnol '}3a.ilc

ug

qrtnn

lop.lo ue 6urce;d .ro; no{ 1ueq1

(ra6euey1 saorlras .rauuolsn3) saulaN lere6.reyq

E

lnoqe llPtu-a

uE

uepJo Pa^!a)oJ oleoJ) ol JapJo )f,erJo) or{} u! setua}uos oseq} }nd

')IO pe^rrre (spoo8 / JJnls)

t

rapro pa^!a)ar v

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s1ueql

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,{r.ros dpe.r ur,)

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lllluoo

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7

aSoniluol loruloJul

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I

:eldruexg

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43,?3€"rd

Formollinformal

4 Rewrite these sentences using the prompts to make them more formal.

Example: I'r,c put a copy of our latest brochure in the post to yor-r toclall {A cop5r of ...)

A copy o{ our latest brochure

I

has been

put in the post to you today.

Can you lct me har,e somc more details of tl-re discounts you ol'l'er? (\A/e r,t,ould

apprecitttc...)

2 I place a stationerlr orcler once a month. (A stationery order ...)

3 T'11 cancel thc order as soon as I can. (The order ...)

4 I'm sorry trbout any problems this mtr5r cause. (Wc apologize ...)

5 Write a short e-mail to a colleague you know well thanking them for helping you to process some orders and asking for their help in the future.

Problems

with a supptier 5

r af), {.}

You work for a supplier of computer hardware. Listen to a voicemail message from a customer who has not received an order. As you listen, make notes below.

LLLLLLLL-LLLLLLLLLLLLLLLLLLLL

OOOO

O O O iDUO

Name,

Complnv, Crder no,

order detarlsr

b Write

an e-mail in reply.

:ftl:llili!,Z* thot {ormolitY

Your

reoder exPects'

EfE E

4

Choosing the right level of formality

OOOOO

O

DO O oOOOOO \tOO

re

rgr;er-u.ro1

;o leael 1q31.r aq1 Sugsooq3

p

IINN SIHI NO S] LCN ]>VA CNV IVNENOI SNINEV]I

ENOA

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eq1 Sursn lletu-a

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OI NEN-LMON E

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z

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{11&x&eptte${"i,s3

eJeqreE

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vt.L

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6

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I

Ref,erence

lJsefut

phroses

Thonking

Yocobulary

someone

Thank you very much for (your

Orders ond supplies

reply).

Thank you for (your

cancel/place/process/receive/conflrm order)

Thanks

client

Thanks

e-mail). for (your order).* a lot (for everything).*

contact

something would you mind phoning the suppliers' Could you confirm your contact detailsi

Asking sorneone to do

Can you get in touch about your recent

order?* Confirming

the

dispatched).

I wish to conflrm (that I have received your order).

I just wanted to let you know (that I got the stuff).* goods have been

somethinr Please accept my apologies for (the service you have received)' I would like to apologize for (the delay).

I apologize for (the problems you havehad).

I'm really sorry, but (we've run out of folders).* Apologizing for

* informal

4

Choosing the right level of formality

customer services d"rruery (dateiterms)

discount disPatch get in touch*

something

I have pleasure in confirming (that

customer

goods

rletter !r of complaint -.

order

run (out of)* service

stationery stuffr suppliers

Messoge obbreviotions *

2Lg AFAII( B4N BTW CU CUL FAQs FYI IOW OTOH TIA TI(S

too late as

far as I know

bye for now bY

the

wa5z

see

you

see

you later

frequently asked questions for your information

in other words on the other hand

thanks in advance thanhs

(an

![

I1;;eu.ro11o

gerreg 1q31.r

aq1

tursooq3

7

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e

I

1

8

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1s11 ecr;rd.rno palepdn ;o ddoc rue I E 3u1qce11e 9 peqrledsp seq ueaq repJo leql rnod ur Surur.rguoc l aneq ernseeld s

pasneo due ecuelueauocur ezrSolode JoJ

t

eA

eql ul sl 1Yr1 Pepnlcut ect'td etu o? o?Elrseq

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I

pre^ roJ I

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Getting the tone right THIS UNIT LOOKS AI:

I the importance of making a good impression on the recipient I useful Ianguage for being polite (Sholl I ...1of course you con ...)

I ways of altering the tone of your message (highly ...; guite...)

Context I

Match each e-mail I-3 with a responseA-C.

Responses

Would you mind if I took 1 3th July off work? l'd really like to attend a sales conference in Brighton.

Regards

l've got some free time this afternoon. Would you like me to help you to arrange your business trip to Paris?

Best wishes

l've booked your hotel accommodation for next week, as requested. l'm attaching details of the arrangements. Please could you confrrm you are happy with them.

Thank you

It looks like you have made a mistake. I asked for a room with a shower, not bath. Sort it out as soon as you can, will you.

NO, YOU CAN'T. WE'RE FAR TOO BUSY THEN.

I

tr

5 Getting the tone right

don't really need any help. I can manage just fine on my own!

a

lf,l

: i r i i i

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s

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11

Japrsuo3

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ol Je1eq

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s.11

'(.3ururug,) puur-e ,(r3ue ue pues

'sJellel 1e1duc ur e8€ssetu

aloq,^A

eql

elrJ,^A

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no1

g

L

E

l.uocl

g

l,uo6J

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n

]ou sr oreql' ('c1e'euoqdelel 'eceJ-ol-ecuJ) uorlecrunuruoc Jorllo qtr.\\

elrlull

'euot Jno.{.+o InJerBc

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ol

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l! pu!,

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(-:

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(-:

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e

2q+ Jo

llzq' dlr

Z

Oflrering cnd

osking 4 a Look at these 1 2 3

phrases from the e-mails in this unit.

Would you mind if I tooh l3th Ju\, ofl' r,r,ork?

Would you like mc to help you to arrange your business trip to Paris?

Please could you confirm you ure happy

with the arrangements.

Which phrase is used to: A ol'ler to do sornethingi

B

ash someonc to clo something?

C-'

ask to be allowcd to do somelhing?

b Now Iook at the phrases

below and decide which category (A, B or C)

each belongs in.

I

Would you cancel mlr hotel reservation lor me?

2 Do you mind if I make a change to my f66i111*; 3 Shall I arrangc ibr a taxi to pick us up liom thc airport?

4 I r,vould be gratclul if you could send the invoice directly to me.

5 Can you orgarnise my transfers, plcasci 6 NIay I amend my hotel arrangements?

7 Let me mcct ys11 at the airport.

8 Would you mind calling the conference centre to confirm our arrir,al time?

9 I could meet y6tr at the station if ysq 11L".

10 Dr"rcct/sndinect

E

1

Tio Don't be uPset

bY

ili:'"'::'^T'.:ffi:.

-o.u direct luat more thon others'

Getting the tone right

\rVould it be possiblc to chnnge the tirne of my flight?

Which sentence in each pair is the most direct?

a Sort out the arrangcmcnts lbr rnc, r,l.ill you? b Pleasc coulcl you sort out thc arrangements lbr mc? a I nccd you to help mc rrr,ith thc rcport. b Would you rnind hclping me lt ith thc report?

-EI

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Eurllao

q

"'plnoJ eM

s

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1{ueduor;nor( Sururo! eer(oldue

;go

[epsan;

^,\ou

B 1;a1

'slduo.rd no{ plno/vr lrrl1

'ure8e en8er4 o1 oB -' reqle"r

c>[El

l,uptp no,{

1

f

sarnJ 3u1t1g

p,I g pJ I

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'lsedepng

ur IeloH uolllH eql pueuluoJar relloq -

.peloadxe uEql I

pres nod leq,!\

II

sB^\ Iclorl cqJ t. lou s,leloq eqJ Z 11

'poo8

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rlll^{

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(.

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("'

no.{ plno1'1) 'o,ree1 no.r( eroJeq srred roJ slrulep }Ju}uor ;no,{ sn a^Ee.I

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S

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'raPrsuo2

dt1

("' putru no,,i ppo1,1) 'no.{ 11.rlr 'lq31g,{ur IeJueJ } (" no.,i ue3) ,{epuo1,q uo g€'0 [ ]e Uod.rre erll tuo{ dn eru lcrd oJ txel E pJJrr I I ("' nod plno6) 'ernqtorq Ie loq lsclel rno.{ eru pues Z ("' ptnol) 'ruoorqleq ellnsua ue qlrm ruoor e18urs e lue^t J I so^rlDUJalrD alrrod

'sldr,uo.rd aq1 Sulsn

l)arlp ssal tuorll o4eru ol olaq so)uoluos aql olp/$au ^

'lu'P 'sue1d tno.{

I

le

OAEel

lsnlu no[ rF 'Iu'B

qllm aor8e .d1a1a1dtuor 1 6

I

aru 8ur1ceru,{1quqo.rd s,on8eellor,{ry

aqlJo

9

'qrunl

no.,( >prd s1

q13ue.r1s

lE a^Eel ppoqs

'suu1d

'luorueluoJ,{-re,r lou s,lI .roJ

I

a)rlf PJJ

no[ I

rnof q]1,n eet?e y '}uJrueluoJur s,lI 'qlunl

e

1

9

JoI ctu Surlaaru s,en8ecllor .{11 c

'lolsrrg leloH aql pueurroJar.dtqB1q J e

'uru 6 le dn

'ureporu,{1;r;e;

Z

JqJ

g

'Iolsrrg IeloH eql pueuuotar I rF 'ure 6 1e dn no.,( >1crd 1,1

1q31ur

1.rod;re

I

e

eqJ

'eapr poo3,{.re,.r. u 2a8esseuu s.rollr/v\

'urepour

tou s,ll

sr

lrod;re

t

e 'eopl puq E s }J T

aql ol op seBueqe osaql op lert1[

9

aSosseruJo qfue.rr5

Polite responses

4

Match each question with a short but polite response.

May I take part in the eJearning

Thanks lor asking, but Shelly's already

training course in Gencva?

called.

11611 mind if we htrvc the sales conferencc on 13th]uly rather than 7th? It'il mean staff from the Ntlunich branch carn also attend.

It's very kind of you to offer, but X{ark has alread5, agreed to pick thenr up.

Do

C

Would you mind if I took a day off work next nreek to attend ptrrt of the proiect management conference in Berlin2

By all means postponc the event for a nreek. It sounds like a very good idea.

Of course you can attend. ]ust let me

Shall I mcet the visitors at thelr hotel tomorrortr?

5

Would you like mc to phone ibr a taxi tal<c the visitors back to thc airpor:t

Thank you for your olf'er. It would be really helpful if you could organize errcrything lbr me.

[<norv when this tcr

will

hc.

I'd rathcr you didn't take Tucsclay off, but any othcr day would be finc.

tomorror,t evening?

Would ],ou like mc 1o book your flight and mal<e a hotel rcservation for 1,our business trip to Helsinkl?

i*ff:n",:l:a: ' or rereod it Yourselr' 5

How would you make each of the responses on page 40 more polite?

6 ,{ } $.3

Listen to a voicemail from a member of your team and write the short e-mail as requested.

7 Write complete

re [iI *

sentences using these prompts.

1 2 3

I / pich/ up / clients / you / like.

4

mind I help I me / report?

5

I / rather I you

5 Getting the tone right

you / cancel / my / hotel / reservalion / me? possible / change / my /

I

flighti

not / take / holidav /

norri,.

m

lqBu ouol oql

8ulllac

s

-LINN SIHI NO S]TON

])VA

plno^ sallpefpe ]eq11'uo]]!rl^

CNV IVNENOI SNINEV]I UNOA O-L NEN]

aAEq nor(

iauol aql aqlJ)sap o1 esn no{ ;teu-e oq] proJ o] auootuos 4sV

'l!

asn nor( se go ase.rqd q)eo

^^ON

}

,

{f,ll t E

Z T

'llpr.u-a;no{ ul asn o} }!un slq} uro4 soseJqd

e1;1od aaJq}

asooq)

'IJo/\ roJ allrr\ ol poou no{ lruru-e up }o lulrll

(.

I

'?uo+ +o q16ua't1s

'-'l:l'j,t*:lffill:1 oll rDr.lM +noqD

1urq1

!'re!$sp!Nesu03

saqsrM lsag

'{epo1 ,uorlepour.uo3lv a1erodlo3, ;o {doc e pelsod eneq

;

suetlltM rN reac eprn6 uorlepoLur.uooov :1cal'qn5

uoJnel 'MOu)

uorlels aql ol

au lol lsnl

Ull

:1ca[qng

zuut )eeo 'e1t; no{ Jl arul} aues oql }e uot}e}s urer} aq} o} no{ a)et plnot

I

sqlgluD ]ed

,(;alacurs '1r pa^rooar aneq

no{ }eLl} rurquoo no{ p;noc

slnol

esee;4

')rom JaUe umol olut oO o1 1o6

^

en,1

'ouo q)Ea o1 {;de.r p;nom no{ otl oP!f,oP uoql'slletrl-e eleledes o/v\l alEoJf, ol sa)ualuos osorll e8ue.r.reeg

g

rapro 1o>fio1

ReSer"eme:e

Useful phroses

Vocabulary

Asking to be ollowed to do something

Business trovel

(ond responding)

arrange/arrangement

May I (alter my hotel arrangements)?

arrival time

Would it be possible to (change my flight

attend (a conference)

time)?

Do you mind

bill

if I (pay later)?

Would you mind if I (took

l3thluly

book (accommodation) off)?

By all means (postpone the event).

Of course you can (attend the session).

I'd rather you didn't (take Tuesday off).

I'm afraid you can't (have the whole day olT).

business trip

cancel/change/make/confirm (a reservation) conference

flight make (a mistake) organize (a transfer)

Asking someone to do sornething

Would/Could/Can* you (cancel my rescrvation)?

I would be grateful if you could (conflrm the time).

Please could you (organize my transfer)?

phone (for a taxi) pick (someone up) singlc/double room (with an ensuite

bath/shower/view) sort out (a problem)

Would you mind (calling the conference

Smileyslemoticons

centre)?

:-) = happy

Offering to do something (ond responding)

:)=

ShallI(orderataxi)?

;-) = winking/flirting/johing

Lel me (meel you al the airport).

:-O = shoched

I could (meet you at the station) if you

:-) = sarcastic

like.

Would you lihe me to (help lzou)i

smiling

:-( = sad/Irowning

:-/ = thinking :-D = laughing

Thanks for asking, but (she's already called)."

It's very kind of you to offer, but (someone has already done it).

Thank you for your: offer.

* informal

Study suggestion Keep

a record of useful prepositional phrases, e.g. to take port in (o course);to pick someone up (from the stotion);to toke o doy off (work) Also note down useful word partnerships, e.g. to ottend (o conference);to book (occommodation);to concel (o reservotion);to orronge (o trip)

K

5 Getting the tone right

W

lq8u ouo] aql Burllog

s

leloq

o) Yodrre

t"'ll'i',}l :

(r1oo"l elFuls

ellnsua

'

'aPEtu erreq no{ so}ou ua}}!r/v\puErl aq} osn .8ul>;ooq e olrl.u o} ollr11.slJud ol dg.r1 ssaugsnq p uo SuloB e.rB no

IaloH JgH aql ol llpru-a

uE

I

ii.,:)

9

i\l

' ,\olaq olqEl aql e1e;duo) ilo^eJl ssoulsnq gllm op ol pu!, no{ uer }!un oq} ut spJo/v\ a;oru {ueuu /v\oH

S

suaI

no{ 1ueq1

'tuooJqleq s, e o>ltl plnom l,e;qrssod S ue qltm ruoor azrueGro pue g-o Jl 'atu JoJ J 7 ,{Lu looq p;noc no,{;r ;n;a1el6 aq plnoM | '^ln[ qlg L-q]€ [ LxoJJ ] ; ssautsnQ e uo sued o1 6urob u,;

-e

olJaI! reoc

'l!Etu-a aql u! sde8 eq1 e1e;druo3 y

ueH

'uec no{;r {epu1 {q - no,{ lltM rssoippe

auoq {u; o} }r puas 'lsn6ny Ll}g L uo }rnl)uerl ol la)cr] urnloJ e poou

I

pureS reac

')f,arlp ssal

^

oleq llEru-o ol.{} a)eN

€

"' ot tuE,tl I a"'I ppo.) i"' I,{etr{ a"' I JI )IO 1 sI ol lsoLu eq) ruoJr';ap.ro u1 sese.rqd aseql lnd Z

'41;;od lspal aql

uorlEpouuroJcE >looq IIEqs Ieloq eq] eseeld Suqooq rnod.{eru

rnol eql

I

g

l eaeq oJueJeJer c,

>1eads o1

p,I DIII o1 eptn8 p

1q31g;e1e1 >lool JI plnom relel I

IEArrre 3o.rno,{ eurrl urruuoJ

puru

no,,{

e

E

nof eq] plnor

e rxeJ aru no.( plnont aIII ol

?apro llarJo) eql olu! suollsanb oseql u! spJory\ aql

Z

I

lnd

I

IIeJ

.{&at&aw

U,

N.l

Checl(ing before you send

T

THIS UNIT LOOKS AT:

I I I

the importance of accuracy in your writing strategies for avoiding careless mistakes typical grammar,vocabulary,spelling and punctuation mistakes (since/for; present si m ple/continuous; make I do, etc.)

Look at these e-mail extracts about forthcoming training courses.What initial e ***ext e-moils impression does each one make on you the reader? Give your reasons.

Exomple

To: Janis.Parsons@comp.com From: W.Smith@43HU.co.ul< Sub.1ect: Training materials

n_f raining (//

I have sended you a list of what the materials you must session.

to bring to a training

_materials.doc

To: Joan.Alexander@crete.fr From: Simon.Williams@crete.fr

Subject: Sales training date

that the postponed sales training will now be held on Thursday ebruary, in Room 314. lwould be grateful if you could let me l<now as soon as possible if you can attend.

Pleiase note

But 13th is I Fridayl

To:

M.Singh@drt.fi

From: Jon.Smart@men.com Subject: Conference

Thanking to you for brochur. I like assist conference

To: P.Dawson@trainuk.com From: S.Bass@internetuk.net

Subject: Training UK conference

I am r,r,riting to accept your invitation to give the opening speech at the 'Training UK' conference on 24th July of this year. The title of my speech will be 'e-publishing/e-learning' and r,r,ill last approximately one hour.

ro

6 Checl<ing

before you send

ffE

pues no,( aroJaq 3ur>;:aq3 9

'llEr.u-o

aql ul sJoJJo

uollEnl)und pue 3u!llads teturue;8 Jo soldtllexa pull la8en8ue; oql (q) puE uollEurJoJu! aqf (e) sr alern))E /,\ oH'Z osr)raxf u! lletu-o aql tp ure8e 4oo1

t

a)ueretuo)

serd 0g:9 t-09'tI eelJo] 0g:rI-00:rI

GZS ruoog)

-

,3ururee1-e ur sluerudole.\ep tuore6,

(qtE uoog) doqsyol6 00:7-00:€ t qrun'I 00:EI-00:zI

-

Surcue;e;uoc Jruortcele olur r{creesed,

doqsryo16

00:I I

(119 uroog),{.reue14 00:0I r)(lot.ro q41 [upt.r7

lreqotco 0I-g eulpo

srred'puBrD IeloH sseulsng rog 8ururcr;

';1r sr :e>;eeds e;drouud eq] sp 'palla3uec uooq seq 0t:t L ur doqslronn aql'I LUooU ur aq llrM pue >lcolc,o uanala ]e ue]s &eua;d eq]'r{epu1 u6 L€ '{epr"r; ro} ol}}ll e ore araq} 1nq {epsrnql pue {epsuenl .ro; {raurlr oLll ol s}uourpuaLue o}nurur-}sel Aue arc alaql }eLl} 1ou esee;d lsanber prp no{ se ,(epr"r1 .ro1 uuer6o"rd aouoraJuo3 leu+ aq} paqoe}le o^eq I

'arqoloo OL-L wc:; srred ur ece;d 6ur1e1 st ]eqM

'ecuare,ruoc ,ssaursng

ipesluo,rd

lo; 6ururell aurluo, aLl] loj

buuelsrOal .ro; nor{ 1ueq1

is;ezlue8.ro aq) ql!/v\ Ay.rcp ol poeu eq 1q3;u leq/v\ rallel aql saoc' /\olaq sluoLun)op otl) lE loo-l

se/v\ lPq/v\ o^raf,oJ

'99 e8ed uo ldl.rrsuerl orll ur sroli\su? .rno{

4req3

t r

lnoqE ITEr cql sl ]EqA\

arellEJ JLII ol pelnru-c 0q IIm\ i

q

I

sl oqr4v\

,ller eql Surleru ';;er euoqdelet s!q) ol

IEqM

IID) auoqd

uals!-l

I"

t

V 1i

r

-t ar,t.y

{rr;,1}ri

s

Opinions

4

Look at the extracts below from company guidelines.

1

Holrr n ell did thc e-mnil r,yritcr in Exercise 2 iollovrr what is suggeslecl?

2

Why do you think accuracy ol language and informartion is important in business e-mails?

Do you follow these guidellncs?

Reread the e-mail carefully, or get someone else to read it, to check you've told

the recipient everything he/she needs to know

-

and you've got your facts right.

If a meeting's on 14th and you write 1 3th, the recipient's going to turn up on the wrong day.

for typing andpunctuation errors. An e-mail full of sLLCh errors catT nTake a bad. impression on the most patient reader * and can even lead to misunderstandings. lf it's importctnt enough to send, make sure Check

the reader under stands

ll

lLn' messag e!

Any wrter can mal<e mista<es but

Il"Ti'r'I",'^tT'?lt ei z,en '

w

rl,[' a,t + u' u"' es b it, ond it's, for exomPre'

Y{*Pf

,? &

t's

and/or a grarnmar boo<

to

chec< anyth ng

important to try and limit these, Before you

you are not sure

send your e-ma , use the spe /grammar chec<. Aternativey, use your dictionary

to checl< any,lhing you do not understand.

ol Phone or

send an e-mail

I u*

|! &,? Listen to a conversation about a training event and make notes below.

lnformotion

LLLLLLLLTLLLLLLLLLTLLLLLLLLLL iD O O O O O O iD iD O O O o O O O O O O O O O O O O O iD O

D

tve ttt, DJ

ie,

Time:

b

Check your answers in the transcript on page 54.

2 Now read the e-mail below and correct any information mistakes.

IT

ll ui oirn"

just

Tio

Be Precise

obout

etc' times, dotes'

quick e-mail to let you know about the sales training event. Mike's now going to be on 16th March, not 13th April - | think it's a lt starts about eleven and will go on until about frve.

a llff.rir ir tolO me it's lljust

llTuesdaV. ll Best wishes

ll

r-",gr',

I 6 Checl<ing

before you send

L]

M

puas noi( arolaq Bur>;raq3 9

,. ..,.,.,.,.,.,,.,..:r:::a:-,-...

.,

iu"t{+ uJDzl o+

"^Dq

+snf

"o,l'Jfu^:1::l1i:'J' aJo'aslUaAPD -sAoMlo zulos sD ufns 'sPJoM

.,;^:l;x.Tlffll;:1 '

8

roqEI/rnoqr?l

6

erlEeql/relEeql relle^Er]/rale^Er]

tvlou

*uIi:)'

uDrrJaurv 1q611q61q

q

I

pelleruEJ/p0leJUet

azt- ldacco

aldoad Auotu

qs116u3 so 6ur11ads

I

11 11

;;,'"dlgjllaHlA rrrri::l::l:

esrlce;dTarrlrerd 9 eJuaJrl/asuaJrT

1as noA

czrueS.roTastue8ro 7

-rnoloJ/roloJ â&#x201A;r0luer/erlueJ z

g

'{.reuol1rgp ;nor( ug sJo ,\suE ,rnor( 4req3 ;8u;;;eds qsr13u3 qsllyg Jo ue)rraurysl .r;ed qf,ea u! prorr\ r1)pt11 qsllyg ro ue)rror.uv osn ol no{ .ra;e.rd r(uBdr.uoe .rnor( saog

i8ur;1ads

ao '6ur11zds qsr16u3 Jo uD?lJ?\IlV

u5l+!J8 ' asn noA 'raq+auM '

sdtr

ll SuylaQs qs1fiu1

uD)ueuv

PUD rrslllJg

1!l'.rns

ipuo)aaM leer6 e o^eH ')aam slql )lom preq rno{ ro1

'Mou)

!

aLu 1e;

tsn[

lapeel ssautsng Jo uolypa s,)aaM

'1r Ournnoroq

stq]

ur

1;e nou{

1ueq1

, sr euo{ue

9 lsnl-eneq ;

'

s

, roruos se alot Mou laq q6!H aLl] ur suotlecrunLUruo3 ur lsoq oql iaq qsrm aM'oun[ uo ]sLZ ]aor]S lle z{oue6 1e qol areu raq syels aqs lre; Ournouu oq ],uol^ len ' t 'nnou sree,{ oM} ra^o ro; luauyedap z aql }o roqLuau , ,{.ren E uaaq seq oqm 'ql.luis len 6urso; aq ,(;uoqs llrM oM leq] aJUnouue o] i{.uos r,u.l '1eem poo6 e peq llB an,no{ edoq

'l!tur-e slql ul sde8 eq1 e1e;duo> ol

f

osrf,Joxf r.uo4 spJoir^

I

osf.1

I

aorrretl/JeurEJl

8

q8noqlpTra,tor\\oq

eAroJeJ/eluoceQ g

E

leuuos,radTpuos:ed

,

e,rrsuodxaTelqenie^

g

.{l1eug7d1en1uela

pelserelurTSurlsoJelur

Z

ledrcurrdTcldnur,rd qJJA = ast,tpE !unoLt = a:tnpE

e

1

esr^pE/eJrrpe a1fu.u9xg

iosnruo) ol pual no{ op spro^\ raqlo leq1 '{.reuo;1r;p ;nor( ur sra/rrsue .rno,( 1eeq3 l.ued qeue u! spJo/v\ aql uaa/v\loq a)uoJoJJlP aql s! lrq^A'sPJo/v\ pasnluo) {;lsee esaql }e loo-l

2

AtolnqototlSuryedg

Punctuation

Remind yourself of the main punctuation uses by looking at the example sentences in the Reference section on page 54. Which of the uses are illustrated in the e-mail in Exercise 4 above? Now punctuate the e-mail

5

extract below appropriately.

IT

to the course finance marketing and llthere are three main trainer for the finance and marketing sessions Joy Marlow will the llbe resPonsible for HR do you have any questions about the course content parts

HR Mark Draper will

be

ll

Grornn:or 7

Correct each one.What features of English grammar do you find difficult? Keep a record in the framework on page 58 of the Resources section of your typical mistakes.

Lool< at some typical grammar mistakes.

:\:iLji:l:j

1

iIri::

I har,c lived here sincc

tr,tro

years.

2 lf I rrrrould have more time, I would tahe a course.

I am thinhing that we should poslpon(' tlte nexl I rainin g coursr'.

We haven't had much participants on thc courses.

TiD

lt's

be imPortont to

The trainer made his bcst to motirzate all the participants.

obl" to identifY Your

,+r,Jr;#?}5ffi,.

6 Wc

deol wttn being oUle to

all lool< lorward sceing you soolr

Thcre's been a signiflcantly increase in the course cost.

them.

I I

Now complete these sentences appropriately.

At the last conf'ercnce, there weren't very many

...

2 At work yesterda5r, I did my bcst to ...

3 I1 I had more money, ...

4 I have worked at thc same company since ...

5 I think that all training courses ...

6 I look font ard ...

7 I'r,,e seen a signlficant ...

Look at the e-mail below.There are some things the writer is not sure about and needs to check before sending the e-mail.Which option would you choose?

Dear Mr Chatha

/

am writing to invite you to 2 take / haveparl in a forthcoming business seminar, 3 which,/ what is due to be held 4 at / on 6th June in the Grand Hotel, Altwood. The seminar is entitled'5 Doing / Making Business Online'. Full details of the programme are attached. lf you 6 have,/ will have any questions or would like any 7 advise / advice, please do not hesitate 8 to contact ,/ contacting me.

I lool< forward to t hearing ./ hear from you.

Yours 1o faithfully / sincerely Maxine Laportaire

l1

write

Checl<ing before you send

il

ffl

puas nol eroJaq 3ur4:aq3 9

IINN SIHI NO S]ION ]>VA CNV IVNENOI DN]NIV]I

ENOA

p

'epeur arreq no{ so4E}s!r.u oq} Jo Prof,er e deey

g

.^ olloJ ol {uedruo) Jno{ u! ,JE}s ro, sau!lop!nB 3u11;eu-e .a)!})erd }sag,}o }os u^ o .rno{ ge.rp q gg ated uo ls!l>;)oq) aql 3u!sn I!Er.u-a.rno{ 4ceqr e :{pee,r;e S-l s}lun qBno.rq} polro^ arreq no{t;

luoglres so)rnosog orl]

OI NENIMON E

jo

';;es.rnor( ruaql l)arror ol r(rl uaql'apEtu eaeq nor( solElslru 1o sad{1 }uara}J!p eq1 ,(11uepr o1 (pua;,r;.ro en8ee;;or e .ro)

'selâ&#x201A;¬ls!ru

Auu

roq)to}

Z

tol r(;1n;e,ree )l I)aq)'11 3u;1;.ran paqs!ul, erreq no{ uaq11

g

4sy

')|Jo^/\

.rnor(

roj allr/v\ ol paau plno^\ no{ ;;eu-e lerldrg p aredoJd I

'l!eLu-a aql

allr^A

"'

{-{{}!}g$3lX{3st{$m

q

:a:Eld

... :auJlJ .. . raled

"'

)uli,')noqe lleLu-f

6Fq

' /\oloq solou Jno{ e1e;druor'ue1s!; no{ sy 'on8eallof, E r.uo4 pa^!o)oJ erreq no{ }Er{} l!etua)!o^ e o} ua1srl g'g { #

'(5,y e8ed)

e

Z

'sJoJJo e8en8ue; oql sE Ila^r\ se len))p, aql 8ullfaJJo) uoll)os uorleluosord ortllo Z as!)raxl u! Iletu-a eq1 ero.rdu;

I

1

1

ouB[! saqstM lsag

'Mou)

aLU

lel lsn['{em{uy

uorle^rosor e 8Op plnoo I 1'a)rl llt,^ no,{ ;1 'sleaan rno1 965UlS uado uaaq {;uo seq qcrqnn lueJnelsar Mau e s,1l 's,{e;re15 Sofo6-Ol }se66ns I auaqt ?dr-Teo-U-Ol aM lleqs ',{eprr1 uo oar] rogliJmT[-Oxl'L!'d Z

lrlun qsruU

ol

anp 1ou 7S1l pue 6uru.roLu leLll osrnoJ

e

1 {;eleunyo;un 1nq 'no{ oEUIIOEtll a^ol p,l '{epsrnql }xou qcunl }noqe lreu-a rnou{ .ro; no{ 1ueq1

LpUEIlql.rM+aaLu

o+

0

uqoI ieoc 'l!eLu-a eql ro 1q3;.r eq1 uo sareds nor( plnoarr

aql u! spJo/r^ Jo pJo^i\

^i\oH'apetu

l)aJrof aql ollr11iuraql l)aJJo)

seq rallJ/v\ or.ll solElslru paullJopun oql lE

loo-l 0l

Ke$efcrte e Grammar

The training course was great!

Conditionals

Are you attending the conference, too?

First conditional: Il + present simple, willl couLllmilThr + infinitive

Michacla' who is my boss' is running the

IJ.

't

see l:,lttt,

I will tell hint.

Second conditional: I/'+ past simple, wouldl couldlntirht + infinitive

If

course'

l'haclrnore time, I u,Lttid take a

cow'se.

British ond Americon spellings cancelled/car-rceled

Relotives The man that I was speaking to is the Production

Vocabulary

yesterday

Manager.

centre/center colour/color

Jackie Morgan, u,ho is thc Media Account Manager, has been promoted.

is? *,/rich starts at ten,

labour/labor Iicence/license

Do you hnow whose journal that

organise/organize

Tomorrow's meeting, will be held in Room 495.

practise/practice

programme/program

Forlsince

theatre/theater

I have lived here/or two

years/sincc

traveller/traveler

200 1.

Eosily confused words

SomelonY

advise/advice

Tht,re irre sorrre amcndmenls.

There aren't

an'ry

become/receive

probiems'

finally/eventually

lnlonlotlin FebruarS, / on Saturday weekend / next week

however/although

I

trt

thc

intereste d/interesting

personal/personnel

Muchlmony \Me

principal/principle

haven't had much success with

course'

the

valuable/expensive

Therc wercn't mcnty participants.

Training

Gerundlinfinitive

course (materials)

you'

I look forwardto hearing from

give (the plenary / the opening speech)

If you have any questions, plcase do not hesitate to contact me.

sessio.

There's been a signiJicant increase in

cost'

the

siglniJicantly.

Punctuation Two people are leading the session: Juan and fos6.

Marco will give Thursday's plenary:

will give it on Friday.

The rooms we'li be using are

356,417 and 455.

m I

6 Checl<ing

before you send

train/trainee/trainer/training worhshop

The course cost has increased

Regina

make (a reservation / a mistake / a plan)

participate/participant

Adjectiveslodverbs course

trainer/trainee

lO2,232,

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Resources Note: The material on pages 56-58 may be photocopied for use in class.

Unit I

I

Match the pairs.

E-moil oddresses

1 2 3

dot

al

lower-case j

b@

bachslash

C

4

colon

5 6

forward slash

d: e_ f\

upper-case j

7at B hyphen

hI

9

i-

underscore

2 f)

l.l

Listen to the voicemail extracts and complete the table.

E-rnail recipient

E-mail address

1

2

I

3

3 With

a partner, take

it in turns to dictate e-mail addresses and recipients for

each other to write down.

Unit I

Consider

Fromework

Notes

Why are you writing?

Who are you writing to?

Do you need to cc anyone else

into

the e-mail?

What would be a helpful and appropriate subject line?

Do you need to send an attachment?

What phrases are you going to use to begin and end your e-mail/refer to

!I"_YP]j Td

fu-t119

colte{

l

What do you want the recipient to do when he/she receives the e-mail?

i i l I

l l

I I I

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4

Factors to consider

Consider these and other factors

Notes

Your target reader Your reason for

writing

Appropriate level of formality Useful words/phrases/ grammar

Unit

6

Typical errors

Unit

Wrong version

Correct version

6

Yes/No

Checklist Is the purpose clear?

Is it well structured?

Is it clear and concise?

Is the level of formality appropriate?

Is the tone appropriate? ls the language/content accurate?

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$

s{e4 Jo/rlsue pup s}drJ)sue4

for the Valcncia plant and the implications of this. Therc arc some nLlles on my dcsh, by ths 1v6y Er. tharnhs vcry n'ruch. l'll see you when I get back.

(r

2

2.2

f inall),, Si I 00,000 nrill bc inyested ip product derrelopment.

Suggrstcd ansu,ers 1 This is clue to dilliculties ncr,r,

Hi, it's X{artine here. I'm going to be out of the ollicc all daSr Please could 1,ou e+nail X,Itrrtin I(ilsb1, the procluction report lbr the las1 quartcr? Thc lllc's in thc usual RTP folder on the scn cr. Thanhs. Could you mention that Ztirich's disappointing ratcs arc bccause of problems r,r,ith the old equipmcnt they'r,e got. and that Gener,a's rntes are tvr,ice as high as those in Lucerne due to the nen, recruitmcnt policyT lrinally. somc Basc] staff rir,ill bc moving to l,ucerne r,r,hen thcir lactory closes ... probably by July. Ilr, thanlis. goodb-r,,e.

r,r,e

with thc

are experiencing

machinery.

2

This is as a rcsult of delays installing the ner,r,

I

machinerl'l ... r,r,hich vrill mean that our production capacity r,rrill be

4

highcr.

This nrill probabll, lead to short-term clisruption

5

production.

This is in respolrsc to an increased demand lbr our latcst

6

Owing to thc sudden increase in demancl for

1.o

producls.

N,{odel

xE 12. ...

7 Because of the increased inr,cstmcnt, ...

3 1bekrr,r, 2attachcd lbetnreen 4paragrapl'r

Answer key

Context mccl.ing B softn:rre

5

A results:

Presentation

I a lB

2r\

'i

C

C

4

report

1

,l not rrscd

2 Disadvantages

Advantages

c-mails thrend .

2 goocl Ibr longer e-mails . helps make the e-mail . good lbr shorl . hclps l<ccp the

. lets the reaclcr scc early on lrrhat is required of them (to delete.lilc. rcsporrd.

. too little contcxt can lettd to misunderstandings

etc.

. pcople may prel'er folkx,r,ing inlbrmation as

f:rctories also means the cornpany can of products.

Please see Jos6 (larcizr ftrr lurther inlbrmation.

Best regards

rlanufacture

)

Review

r,r,hat

the e-m:ril is trbout

l<ccl:r a document (e.g. PDF') . saves you lrom putting a lot ol inforn-ration in the body of an e-n.rail . enablcs ],ou to

tl-rc

4 I

2 5 7

lbrmatting of

. can contain t iruses . solue c(rrrrpanics block o11 .-t11n115

. large :rttachmcrtts rnay lirlie ir long tintc to rcceite or block someone's e-mitil

3

in-box

4

in Beijing/Shanghai.

This is in responsc to a risc in production.

Thc changcs r,rrill lcad to an increase in production capacity. fhe e-nriril should sa1,: old. proth.Lt'tiort etluiltrne nt: trui(e as high as t/rose irr LtLctnte: L'losc by July.

SugpTestcd rrrrsu,er

Dear lVlr lockel As requested in 5,ss. e-mail

l\Iarch onvr,arc]s This is as a dircct rcsult of ...:This fall is due t0 ...;These problen-rs have led to ...: Finall5r in response to ... ; This

year. This r,rrill rnean that production costs nrill fall b1, rrp 1e 1nro-thirds.

As a result of' more clients r,r,anting to place orclers or,cr the Intcrnct. $1 millior-r r,rrill be invcstcd in tl're company's

Firstl5r, the company plans to invcsL

â&#x201A;Ź 5 million in nert'

Finally, the compztnS, has decided to takc on I00 ner,r, a[f.

F'irstly',

therc has bccn a changc to the company's polic5,.

l<eys

of 22nd February. I am nrriting to inl'rrrm you of changes to company policy conlirmed b5,

I,Iartin I(ilsby

I

The production ol NIodel I64 r,r,ill movc overseas next

2

r,rrebsite.

rlachinery.

Seconclly, production ratcs havc incrcased by 2 5'X,.

Thirclly there is gror,ving demand for our products.

Transcripts ard answer"

t"

as Lhose

4 5

(e.g. 5Ol{)

than last

year.

Finall1,, production rates in Shanghni/Beijing are as high

lrriedrichshal'en has risen by more than 2 5(Xr compared 1o the lasl quartcr: Production ratcs at the Karlsruhe faclory ncre I 5'X, lolr,cr than in the prerrious quarter; thc Badcn plant plans to increasc procluction liorn

sl

5

3

r,trith

Practice

2 3 4

1 clepartrnent, linc, report, capacity 2 1 Firstly. the imrestrnent is higher than expectcd.

2 Sccondly our production targcts arc 'l 5'X, loner

attachmcnts or those orrer a cert:rin size

means that ...

Scc Rcfcrence section on page 22.

See Relerence scr:tion on pagc 22.

I I

a lrrider range

Louise Dnvies

prerriertr messages only har,e to read first

4

rrgirrd:. Lorrist'

nerrv jobs. lVIore

attachmcnt (ezrsier to

filc, ctc.)

. casicr lbr people vr,ho

5-6 lines to linornr

13cst

Ib all staff I am r,rrriting on behall of l)roduction \,lanzrger Jos6 Carcia to confirm tnro things.

F'irstly, HQ has ngreed to a â&#x201A;Ź 5O million expansion of the rnain plant hcrc in Valcucia. This vrrill mean that the factor_1r r,vill be three times its current sizc and harre ir higher production czrpeLcily In addition, due to the der,eloprnent, staff iir,ill havc bctte r Iacilities and there nrill be an impror,ed goods clcspatch area.

Secondly the compan5r plans to opcn six nert, lactories in Spain. r,r,hich r,r'ill lead to t[-re creation ol at least 150

. can lcad to lengthy e-mails

casicr to follor,r,/less cort l'u sittg

3

thank you for your phonc call.'l'his is iust to conlirtn that I'll send the e-mail ]rou arskcd me to r,r,hile ],ot-t'rc ir\\ ir-\.

b

1

a{1cr 6 inlirrmation

SugpTesledarrsu,crs

3 The cornpany

has clccidecl to scll all its products

euros liom April

onr,r,arcls.

in

This mcans that atl our systems

r,rrill havc to bc updated and clier-rts vrrill need to be inltrrmecl. lf \rou harrc any questiot'rs about the aborre. please conlarct

me directll, for [urther Best regards Jessie

Wallicr

inlbrmation.

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harre managcd to process all those orc'lcrs on my orr,,n! Can you help out tomorrort morning too. by an1, chancei

4.2 Hello. this is Simon Pascalle P-A-S-C-A-DOUBLE T-E. I'm calling fron'r JH't'Limitcd about an orde r I placed on 24th ]anuar-v. That nras sevcn ncclis ago, but thc order hasn't errrirred yet. Er. thc order numbcr was I242 l4 ... it rruas for 26 compuler monilors ancl 15 keyboarcls. l'lcasc could you let rne linow r,vhcn it r,rrill bc clclivcrcd. Thanks. Cloodbve.

ISest nrishcs

Sophia Namc: Simon Pascalle ComPanl,: JHT Ltd

6 a

Orderno:1212)1

b

4.3 I don't hnor,r, r,rrhat impression Qing thinks his e-mail is giving and the company but it's certair-rl1, nol a vcry profcssional one! It kroks more lihe something you'd send to a liiencl than to a nenr client you're trSrilg 1n imprcss.

Answer key

Context

IC] 2A ]B Inforn'ral features rnight inclucle: contractions (1in

...); short sentences; notes/incompletc scnter-rces ((,-ot 11otu' order todatl ...); informal subjcct line (hi thcre); informal punctuation (exclamation marks, dtrshes): Tnlcrnct abbrcviations/smile5rs/emoticons: mult i-n ord r,erbs/idiomatic expressions (Cun llLttr lJcL itt tottclt ...):

inlirrmal r,ocabulary

(str.y'J....

)

;

i

nformal grnmmar

(

b

phrases (l.l 1orL require...); rnorc 1brma1 punctuation (cokrns, scn-ri-colons); rnorc lormal grammar (L:ould...): longcr and morc complcr sentences: use o1 more l'ormal linking phrases (in addition, hon,ever ...); lbrmal salutations (Denr,\1s...). Note that phrascs such as./irrd cnclo.sed lrcretitlt or shou1d.rior.r tleut'rit... erre considercd orrerl], Ibrmal in today's business comrnunicatiort.

See -t'rnnscript 4. 1.

2 3 1A 2C ]B 5 A (inlbrnral)Thanks lcrr ..., Thanks B (formal) Clould/Would you ...

7 lr' 2been 3did 4to 5rr.rost 6rrrrho 7r' 8man}, 9r' 10n-rorc llvcry 8 Thcrc is a rnixture of formal and inlormal cxpressions in thc e+nail. I'he I'ollovr,ing changcs noulcl make it rnore consistently 1'ormal: 'l'httnks o lot ) Thank you t,erll n'nult Givt me a t:all. v,ill LIoLL ) Please t:all n'rc

Carr

,..); no (or informal) salutations/closings (/ril) f'ormal l'eatures might include: thc usc of the passir,e lltis reconutrended...) rathcr than I (1 rcconntrend...) nhcn representing the cornpany (urc is also used instead ttl'I in more lbrn-ral c-mails) (notc that the passirre is also usecl to bc more politc or inc'lirect (see tJnit 5)); stanclard

TIA

C

I 1 2

Unit 1, Presentation Exercise

I too

late

2 as far as I

knonr

2

...

r,r,ords

4 thanhs in aclvance 5 bye lbr noit 6 sec you 7 see you later 8 on tl'rc other hand 9 thanlis 10 frrr your inlbnnution 11 by thc rvay 1 2 frcqucntli, askcd qucstions

Practice

t I I nish to confirm that your ordcr l-ras bcen processed.

2 Could I placre an ordcr by phonc. plcasei 3 T apologize for thc dclay to 1,og,' o.6...

4 Thank Srou Ibr )rour ordcr.

5 Clouid 5,ou conlirm 1,our contact details. please?

2 I 'n'r re:rlly sorry 2 a lot 3 got 4 get in touch itrith 5 let you knonr;

slulf

3 1d 21 3b 4c 5c 6i 79 8h 9a 4 1 Wc would apprcciatc it if you could provide us r,t ith lurthcr details of the discounts

5

2 J 4

J,ou offer.

A stationery order is placed once a month.

The order rvill be cancelled as soon as possiblc.

We apologizc 1br an1, inconrrcnictrcc this may cause.

Sr.rgTgTe.sted

6 7 8

ansu,cr

Dcar l\,{alle Thanks so much 1br helping out this morning. l'd never

uth,ance

I look forr,vard to receiving your order.

I1 5rou would like any further inlirrmation. plcasc do not hesitate to contact me. or Ple ase do not hcsitatc to

\AT

is

i1'1,e11 i,r,oulcl

lihe any further inlormation.

int'ludcd in thc prir'c.

We apologizc for any inconrreniencc caused.

I harre plcasure in confirming that your order has been

3

I am attaching

:r

copy ol our updated price list.

I just n antcd to let you knonr I'rre scnt the order.

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Formal to contact

hllbrnml to get in touch

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to get

to recluirc

to nccd

goods to dispatcl'r

to send

1o

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in

dispatchccl.

8 J

Thank yorr

contact me

I 4 5

a lot!

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D (informal) I'm rcally sorry ... orc'lcr, run out of. goods, dispatched

)

Review

?

See

he]rboarcls

I(irn Hill

Presentation

6 7 8

15

Su.rTlTcstcdnnsr,l,cr

Subject: order no. DA214 Dcar Mr I'ascallc I would like to apologize lbr the delay in dispatching thc 26 monilors (rnodel XS243) and 15 he5rboards (mode I RH,l39) yolr ordered on 24th January. I wish to confirn't that your order lelt the r,rrarchotise this morning and n ill reach 51611 bl, 5 p.nr. toda1,. I apologizc for apy inconrrenience caused.

Yours sinccrcll,

- of himself

I 1a

Order details: 26 monitors.

regret

OK a

lot

stuff to be sorr5r

Srig.rTested nnsu,er

Ilear A,,Ir \rlartin Thanli you for your ordcr, ltrhich I rcceirrcd today. I n,ish to confirm that thc goods n ill be dispatchcd imrncdiate ly.

4

Yours sincerely Qing Wan Sug.ryestcd ansu,er

l)car lVIr Rajala I am r,vriting to conlirm that rirre harre received your order todalr I rcgret, hunrcvcr, that nre do not currentllr have the recluested blue lbldcrs in slocli. I mrould be gratelul il you coulcl crxrfirm that red folders n ould bc a suitable

replaccrnent.

1ro11 r'.0r-rr.. any lurthcr information. plcasc clo not hesitate to contact me.

Yours sincerely Laurcn X{ajor

If

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salilirt<

s-t;rrltsr.tu p.r;

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I

1

t's

c1rnb5 ,ilq8tqf rp.J! [rc,r7 dlollue 17

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stdlDsuor!

q *tltd'}

some changcs to the progrnmme. Was it the 1'ull three days you rt anted to attend ?

X, No. just Thursclay and Friday.

F OI(, I'll ash my assistant to send you the programme 1or those tltrr davs. Can I just take your e-mail :rddress2 N,tl

Yes.

it's

6

There are three parts to the course: financc, markcting ancl HR. Mnrh Draper rirrill be the main trainer for the financc and markcting sessions: Joy Nrlarlonr r,rrill be responsible fcrr HR. Do you har,,e any questions about the coursc contcnt?

I 1 havc livcd here for tvro years.

2 If I had more time. I would tahe a course.

I I thinh that r,r,c shoulcl postpone the next training

7

...

6.2 X,{ Hi, Leigh. Glad I've bun'rped into you ... The salcs training er,,ent is going to hnve to be rescheduled, I'rom l 3th April to

15th March.

F

Oh?

Someone's o'",erbooked thc vcnuc.

I see. So r,r,ill it be the snme timc - clcvcn to lir,'ei \'{ \tVe're going 1o start a bit earlicr - I'ralf past ten so we should linish half an hour earlier, too. Coulcl Srou 1ct Diane N,,1

F

hnor,r,?

F

Surc.

5.3 Hi. I'm not going to be in till about tr,rrclve. C-'ould you e-mail Jane 1br mc and thank hcr for the e-mail? She said thc salcs mccting is today. but I havc tomorronr at ten in my cliary ...

Also, she s:rid ne rvere in the boardroom, but I havc bookcd Room 343. l'erhaps you could lct hcr knor,rr. Thanks.

COUTSC.

4 5 6 7

many participants on the courses.

Thc traincr did his bcst to motivatc all the participants.

Wc all look forr,trard to seeing you soon. 'l'hcrc's been a significant incre:rse in the course cost.

8 Su.qccsted dnsl{rrs 1 participants. 2 linish the report.

I J vrould leave rr-ry iob. 4 1995.

5 should havc regular breaks. 6 to meeting you.

7 fall in demand.

9 1 am r,r,riting 2 tahe 3 r,vhich 4 on 5 l)oing 6 have 7 advicc 8 to contact t hearing I 0 sincerely I O I 'm attending / r,r,ill be attending 2 it's 3 [f you're 4 mcct 5 going 6 for 7 lihc 8 rnahc

I

I

Su.r7.r7ested an-su,e

8

T

Presentation

2

Wan 2 Participation in a training coursc in A registration lorm and the prograrnmc No. the caller receives inlbrmation for Friday only; inlirrmation for Thursday and Fr:iday n as requested. He may need to clarify thc dates (different on the programmc and the e-mail; ivhether there nre any changcs to Thursday's programme; r,rrhich norlishop has bcen

3

Neither is very accuratc.

See

Practice Exercise

11

starts :rt elerren o'clock and lrill be in Room 3 I 1 . The rvorkshop at I 3:OO has been cancellcd, as the principal speaher is il1. a E-mail lanc about thc salcs meeting. l)atc: lomorror,rr 'l'imc: 10 a.m.

PIace: Room 341

l2

lor an

b

I a

3 7 2 3

t

r-roun

4

{

1e

(str//)

Bcst r,rrishes Sanclra

Review

I

.

(costirrg tt lot oJ' nroney')

5

et,entualllJ

= adverb

long titne\;

Jilnllu =

adverl.r

(.lrrst irr a scric.s)

6 7

= vcrb (turrr intti): receit,e = rrerb (gct) traincr = noun (soineone ufio gives trainittg'): tTtLiutt = beconre

noun

8 4 5

(sorrreonr u,/rr.r receiycs trnirrirrg)

hou,eucr = aclr,erb (used to adci a surprising or contradictory picce o[ infor:mation); althouqlt =

conjunction (dcspite

tlrc

fact thot)

I valuable 2 personnel J Hor,r,ever ,l trainer 5 Finally 6 receirred 7 interested

Suggcsled art.su,ers

I six nronlhs. 2 tlaining courscs.

3 am:rttending a linance course 4 J r,r,oulcl lcave 5 sccing you next r,r,eek. (r booli that is?

7 contact me i[ you rcquirc adclitional information.

[3 complaints abou1. thc coursc so far.

t,aluable = adjectirre (l:Lrt,irtg ruorth); expensllrg = ndjgc[i1r(] (.oJ'!er a

Strggested attsr.l,cr

I)ear Janc This is just a quick e-mail to lcl you knoir that Sam le1't a voicemail message about the sales meeting.

Appar:cntly it's taking placc at 10 a.m. tomorrorv in Room 34J nnd not todav in the boardroom.

n thirty;

lbur thirty principle = noun (rrLlelbelie.l): pt'inL'ipal = acljectivc (rnain) interesting = trcljective (describes trn object); intcrcstctl = adjectirrc (describes a person's attitudc) pcrsonol = adicctive (conccrninyl nn indit,idr.url\; pcrsonrrcI =

fir,c

1br

On F'riday, tl-re plenary

Practice

2

programme

requested. Please note

few for Friday.

amended rrersion.

Evcnt: sales training errent llate: 1 5th A,Iarch Time: 10.10 a.m. 4.30 p.m.

I 6th l,Iarch { 1 5th X,{arch: cln cn

as you

that thcrc aren't any last-n'rinutc amcndrnents to the itinerary for Wednesday and'fhursday, but there are a

3

ncelled).

ca

10 October.

have attached the Iinal conl'erence

Thursday and Friday

I \tlr Qing

Paris

r

Thank y6u lbr registering for the 'Online Training for Business' conl'ercncc. which is taking place in Paris I'rom

Answer key

I

We harren't had

2 7b 2a 3c 4h 5d 6e 7f 8g 3 1;\lthough 2r,rrho 3seeing 4interested

n-ry

job.

5it's

many Thank you for your c-rnail inviting me to be 5rour plenarl, speaker at thc 'Sales llirect' confcrence in Londor-r ir+ ncxt month. I r,r,oulcl be delighted to accept your invit:rtion.

Howevcr. I would be r,cry gralclul if you coulcl lct mc hnon as soon as possible nhen exactly thc conlercr-rcc is taking place, in nrhich centre and n hat I should spcah about.

6

4

F

Amcrican English

British English

1

cancclccl

cancellecl

2

ccntrc colour

:.

3

ccnter color organize licensc

6

practicc

organise licence practisc

6

5

7

1ravclcr

8

labor

L)

theertcr

I

traveller labour thcatrc

m

Transcriots and answer

=EI

l<evs

L .]*

t\