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Практикум по деловой переписке (сборник упражнений)

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ПРАКТИКУМ ПО ДЕЛОВОЙ ПЕРЕПИСКЕ ДЛЯ СТУДЕНТОВ ОЧНОГО И ЗАОЧНОГО ОТДЕЛЕНИЙ

(английский язык)


Автор: преподаватель Бурлакова Н.В.








Утверждено на заседании ЦК

Протокол № ____ от _____ 2016

Председатель ЦК: ___________

Л. И. Овсянникова























Мурманск 2016













1hello_html_m5e725c41.gif.2. Block style

There are many ways to lay out a business letter. The letters from Intercity Bank are examples of a modern way, called "block style". Notice:

- the name and address of the addressee are at the top on the left (the addressee is the person you are writing to);

- the date is on the right;

- there is no punctuation in the address or after "Yours faithfully/sincerely" or "Dear...";

- the paragraphs start at the ;background: #ffffff; line-height: 0.19in"> - them;

- the writer's name and title are under the signature. In this unit, you will also see some other ways of laying out business letters, but "block style" is the most useful to learn because it is accepted everywhere.

Note: "pp" means "in the place of

Letter 2.

hello_html_67a7fd81.gif INTERCITY BANK PLc

58 Jalan Tarmin

Jakarta

Indonesia

Telephone 376018 Telex 6756


Mr.Basuki

Jakarta Furnishings

7 Jalan Arjuna

Jakarta


Your ref:

Our ref: PL/fh/246


12 January 1987


Dear Mr.Basuki


Office furniture


We are expanding our office in Jakarta and we will need extra desks, lights, chairs and filing cabinets.


Please send us your catalogue with your prices, sizes and colours for these items.


Yours sincerely

pp Mr.Long

Manager

hello_html_6276a36d.gif

1.3. The date.


Be careful with the date! In Britain they write the day first, but in the United States they write the month first. This means that 12.06.87 is the twelfth of June in Britain, but in the United States it is the sixth of December! So write the date like this:

12 June 1987

and then everybody will know what you mean. Remember to use a capital letter for a month. You do not have to write th, rd,nd or st after the date.

How would you write these dates in a letter?

  1. Jan. 16th, 1988

  2. 23rd March 1988

  3. 6/11/87 (UK)

  4. 09.07.87 (USA)

  5. 21.01.88

  6. 04.08.87 (USA)

1.4. Opening/closing a letter.

Here are some ways to open a letter:

Dear Sirs to a company

Dear Sir to a man if you don’t know his name

Dear Madam to a woman if you don’t know her name

Dear Mr. Smith to a man

Dear Mrs Smith to a married woman

Dear Miss Smith to an unmarried woman


Finish the letters which begin in the following ways:

Dear Mary Yours faithfully

Dear Sirs Truly yours

Dear Mr. Black With love

Dear Nick Sincerely yours

Dear Ms. Green With best wishes

Dear Madam Faithfully yours

1.5. Letter practice




ENGLISH BUSINESS CORRESPONDENCE

Study section 1: letter layout, the date, opening / closing a letter, subject headings.

1.1. Letter layout

Look at these two letters.

1. What can you notice about the layout of the paragraphs?

2. Is there any punctuation in the addresses?

3. What differences are there between the following letters?

Letter 1



Prapatan Office Supplies 7 Jalan Prapatan Jakarta



Dear Sirs


INTERCITY BANK PLc

58 Jalan Thamrin • Jakarta • Indonesia

Telephone 376018 • Telex 6756







Your ref:

Our ref: PL/da/246


12 January 1987

Dear Sirs

We are expanding our offices in Jakarta and we will need extra desks, lights, chairs and filing cabinets.

Please send us your catalogue with your prices, sizes and colours for these items.

Yours faithfully

Peter Long

Manager

There are ten mistakes in this letter. Can you find them? Write out the letter correctly, in "block style".

hello_html_2cf723f1.gif

Island World Holidays

181 North Street

London WIM2FW

The UK

Tel. 01-6769096

Miss Margareta Lindell

Slottsberget 26

Goteborg 41803

Sweden


Your ref May 22nd 1987


Our ref. FH/ts

Dear Sir

Thank you for your letter of the nineteenth of May nineteen hundred and eighty-seven.

I have pleasure in sending you our brochure with details of all our holidays.

Look forward to hearing from you.

Best wishes

Fred Henderson

Sales Manager

hello_html_meb7f028.gif

1.6. Subject headings

The letter to Jakarta Furnishings (1.1) has a heading, Office furniture. This says what the letter is about. It will help Mr Basuki give the letter to the right person. Often, when we put a heading we then use the word above or above-mentioned, like this:

hello_html_m1b85999e.gif

Dear Mr Chang

Order No. 239

The above-mentioned order of books has now arrived.

Please could you come and collect it as soon as possible.

Yours sincerely

Mr.Paine

Sub-manager

hello_html_67a7fd81.gif

1.7. Letter practice

Can you complete these letters?

Dear Miss Spencer

_________________________________________________

I'm writing about the above invoice for £ 1 .456.75. I would like to remind you that it is now three months since we delivered the goods.

Please could we have your payment as soon as possible.

________________________________________________

Mr Brian East

Accountant

Dhello_html_3a5a7828.gifear Ms Morales

Mercedes 500SL

Thank you for your letter about _________________________________________________

I enclose some information which I hope you will find helpful.

_____________________________________________________________

Mr Lander

Sales Representative

Dhello_html_3a5a7828.gifear Sirs

_____________________________________________________

This year the Daily Observer newspaper will print a special report on travel agencies. We were wondering if your company would like to put an advertisement in it.

I enclose our price list and look forward to hearing from you.

_________________________________________________

Ms Renate Makosh

Advertising manager


Dear_____________________



Dear Mr. Jones

Thank you for your letter of 12 February.

I am happy to say that I will be at the Marketing Conference in Paris next March.

I look forward to seeing you there.

_______________________________________________






John Williams

1.8. Letter practice

You are the Purchasing Supervisor at Green Supermarkets Ltd., 13 Station Road, Dublin, Ireland. Your manager has just sent you this memo.

Write the letter to Corona Ltd. Make sure that you lay it out in the modern "block style".


GREEN Supermarkets

to Purchasing Supervisor From Manager Date 15April 1987

Subject Order 564

We sent an order for orange juice to Corona Ltd on 4 January but we have not still received it.

Please write to them and ask them when they can deliver the orange juice. Their address is Calle Major 340 Madrid, Spain

hello_html_m5b556309.gif

ENGLISH BUSINESS CORRESPONDENCE

Study section 2: parts of a letter, beginning a letter, ending a letter.

2.1. Parts of a letter

Most letters have three parts:

1. Look back at 1.1 and 1.2. Find the three parts in each letter. Each part is usually a separate paragraph but the main message can be more than one paragraph if you are writing about more than one subject.




D

An opening

The main message


The close

ear...

This says why you are writing.

This gives the details.

This usually talks about the future.

Yours faithfully / sincerely etc.


hello_html_m5f553d8e.gif


2. Look at 1.1 and 1.2 again. Which letter has more than one paragraph in the main message? What is the subject of each paragraph?

2.2. Beginning a letter

Here are some ways to begin a letter:

We are writing to enquire about...

We are writing in connection with ...

We are interested in ... and we would like to know ...

1. How would you start these letters?

a) You want to know the prices of some air conditioners.

b) You saw an advertisement in the newspaper yesterday and you want further information.

c) You want to know if the company you are writing to organizes holidays in Africa.

If you are answering a letter, you can start:

hello_html_m5b556309.gif

asking if...

enquiring about... enclosing ... concerning ...


Thank you for your letter of (date),

We have received your letter of (date),


2hello_html_m5b556309.gif. How would you start your reply in these situations?

a) A company wrote to you on 23 July. They wanted to know if you sell photocopiers.

b) A man wrote to you on 18 December. He wanted employment with your company. He also sent his curriculum vitae.

c) A company sent you a fax on 3 June. They wanted to know if you were going to the marketing conference in London.

d) A lady telephoned you this morning. She wanted to know if her order No. 599 had arrived.



2.3. Ending a letter.

Here are some ways to end a letter:

I look forward to receiving your reply/order/products/etc. ____

Looking forward to hearing from you


If you gave some information in the letter, you can close:


Ihello_html_8458ff6.gifhello_html_6276a36d.gif hope that this information will help you.

Please do not hesitate to contact me if you need any further information. ___

Please feel free to contact me if you have any further questions______


2.4. Letter practice

Here are the main messages from four letters. Choose the correct beginning and ending from sentences (a)-(h) on page 62 and then add "Yours faithfully/ sincerely" or "Best wishes".

Dear Sir

1......................................................................................................................

We are happy to tell you that the above mentioned company has always paid our bills on time. We have never had any problems with them.

2..................................................................................................................

R. J. Smith

Manager

hello_html_m1666fc9c.gif

Dear Mr Hugo -

3.....................................................................................................................

We sell three kinds of water heaters. The prices are D£ 1.450 (150 liters), D£ 1.680 (200 liters) and D£ 1.740 (250 liters). I enclose some brochures.

4....................................................................................................................

Jan van Oos

Sales Department

hello_html_7046811e.gif

Dear Peter

5....................................................................................................................

I as sorry that I was not in the office when you rang, but here is the information that you wanted. The address of our branch in Singapore is 54 Liu Fang Rd, Jurong Town, Singapore 2262. The manager is Mr. S. Rushford.

6.....................................................................................................................

Dear Ms Wilson

7....................................................................................................................

I would be very happy to meet you in my office on the day you suggested 1 August at 11 a.m.

8.................................................................................................................

F. G. Bending

Representative, South East Asia


ahello_html_5a8d4f72.gif) Thank you for your telephone call today, enquiring about our prices.

b) Looking forward to seeing you,

c) Thank you for your letter of 16 February, concerning Arabian, Electronics.

d)-1 look forward to receiving your order.

e) Thank you for your telephone call today.

f) Thank you for your telex of 18 July, concerning your forthcoming visit to Hong Kong.

g) I hope that this information will help you.

h) Please feel free to contact me if you need any information about our other branches.

hello_html_2337a3bc.gif


2.5. Letter practice

1) Write a letter to Data Services LTD, 57 West Road, Paxton, PX3 7JA. 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: • 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).

2) You are the Personnel Manager at the Provincial Assurance Co. You have received this letter from Miriam Mantilla. Write back to her and ask her to send you her curriculum vitae (CV) so that you can review her experience.

Follow this plan:

Dear...

Open the letter. Say what you are writing about.

Ask her to send you her CV (Please could you ...). Tell her why you want it.

Close the letter.

Yours .

Sign it with your name and title (Personnel Manager).

The Personnel Manager Provincial Assurance Co.Ave. de la Reforma 456 Mexico D. F.

Dear Sir


Calle Dia 2361

Jardines del Bosque

Sec. Juarez

Guadalajara

Mexico

8 September 1987



I am writing to enquire if there are any vacancies in your office for a bilingual secretary (Spanish-English).

I have over ten years' experience in office work, including four years with the National Bank of Mexico. At present, I am working for Automobiles Mexicans in Guadalajara but I will soon move to Mexico City to live.

I look forward to hearing from you.

Yours faithfully

Ms Miriam Mantilla


ENGLISH BUSINESS CORRESPONDENCE

Study section 3: referring, giving good / bad news, saying what you can and cannot

do, giving reasons.

3.1. Letter practice

As you read these two letters, try to answer the questions on the next page.


Jakarta Furnishings

Mr. Peter Long Manager

Intercity Bank PIC 58 Jalan Thamrin Jakarta


7 Jatan Arjuna Jakarta Telephone 948 73742



Your ref PL/fh/246

Our ref SB/si

Dear Mr. Long

Order 2789

I am writing in connection with the above-mentioned order for office furniture.

We regret to inform you that we are unable to deliver the Linton filing cabinets on time. This is as a result of problems at our supplier's factory.

With regard to the lamps and desks, we will deliver the goods before 13 March, as agreed.

With apologies.

Yours sincerely Mr.Basuki _

_Letter 2._

6 Marldon Road

Birmingham

B127GH



DATA SERVICES


Tel. 021472 3470 Tlx 297638

Ms J. Williams

Ace Secretarial Services

10 Camden Road

London EC1 6JJ

Our ref: JH/ck

Jan. 24, 1987

Dear Ms Williams

Further to our telephone conversation yesterday, I am delighted to advise you that we are able to reduce the prices of our Peach computers by 10%. This is due to the recent fall of the US dollar.

We look forward to receiving your order.

Yours sincerely

J.Hutton

Sales Manager

hello_html_m1b85999e.gif


What do the writers say when they want to:

  1. refer to the last time that they contacted each other?

  2. give some good or bad news?

  3. give a reason?

3.2. Referring

Here are some ways to introduce the subject of the letter.

With reference to....

Further to ....

With regard to.... _______

I am writing in connection with ...____________________________________

Note: You should not start a letter with "with regard to". Look at the letter from

Jakarta Furnishings in 3.1. How would you start a letter about each of the following?

a) an invoice (No. 679) for a photocopier;

b) a meeting you had with the addressee on January 16th;

c) an advertisement in The Times newspaper;

d) an application for a post as secretary in your company;

e) a fax order for six typewriters that you received today.

3.3. Giving good / bad news

good news

hello_html_m5b26b75b.gifhello_html_m5b26b75b.gifhello_html_m5b26b75b.gif

pleased

delighted

happy


to

tell

inform

advise

I am


you that…

hello_html_27adac18.gifhello_html_745776d3.gifhello_html_745776d3.gifbad


news


I regret to tell

I am sorry to inform you that…

We regret that…


Complete these sentences using phrases for referring and giving good or bad news.

  1. ______________________________________ your order for some cupboards.

_____________________________________we had to increase the prices.

  1. ________________________________________ your application for a post as secretary.

______________________________________that we would like you to start work as soon as possible.

  1. _________________________________________ your application for a post as secretary.

_______________________________________ you were not successful.

  1. ___________________________________________ our telephone conversation this morning.

________________________________________ that your car is ready for you to collect.












4.1. Letter practice.


Read the following letters and answer the questions.

CONSTRUCCIONES JIMENEZ

Ave de Pueblo

Granada

Espana




Haga VerktygAB

4c Kaponjargatan

Goteborg

Suecia

May 1987

Dear Sirs


We are writing in connection with our order no. 2886 for 5 Kraftborr drills.

As it is now more than two months since we opened a letter of credit in your favour, we would be grateful if you could arrange shipment of the goods as soon as possible. We would also appreciate it if you could let us know exactly when the goods will arrive.

We look forward to receiving the drills.

Yours faithfully

Jose Munoz

Manager






Jose Munoz

Manager

Construcciones Jimenez

Ave. De Pueblo

Granada

Spain

Haga Verktyg Kaponjargatan 4C Goteborg Sweden Tel: 543423 Tlx: 564 HGV


Your ref: JWps/208 Our ref: ES:ce:S3 18 May 1987

Dear Mr Munoz

Thank you for your letter dated 13 May concerning your order for five of our drills.


We must apologize for the delay in shipping this order. This was due to unforeseen circumstances. However, your order is being dealt with and will be sent without further delay.

With apologies once again,

Yours sincerely ErikStenlund

Export Manager



in your favour in your name, payable to you
a letter of credit (l/c) a bank paper that guarantees payment
unforeseen circumstances an unexpected stituation (This phrase

is often used when you do not want to give real reason.)


1. What does Construcciones Jimenez want Haga Verktyg to do?

2. How exactly does Haga Verktyg apologise?

3. Why hasn't Haga Verktyg sent the goods?

4.2. Requesting action

Here are some ways to ask people to do something for you.

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__________________________

Note: "Please could you..." is the most direct. You can use this when you, are asking for something usual.

1. These requests are all mixed up. In each sentence put the words and phrases in the correct order.

a) please / arrange / for ten o'clock / could / an appointment / you

b) we / send us / as soon as possible / would / if you / the goods / be grateful /
could

c) we / without delay / appreciate it / you could / pay our bill / would / if

d) confirm / please / you / are the same / could / your prices / that

e) we / exactly when / appreciate it / if you / would / could / tell us / you will /
arrive

2. What would you write in the following situations?

a) You have seen an advertisement in the newspaper for a post as office manager,

You want an application form.

-----------------------------------------------------------------------


b) The photocopier in your office has broken down. You want to have it repaired quickly.______________________________________________________________

______________________________________________________________________________________________________________________________________________c) You have moved your office and you want the post office to forward your letters to your new address._____________________________________________________________

_________________________________________________________________

_________________________________________________________________

d) You want the telephone company to put another telephone in your office. You need it urgently. _______________________________________________________________

________________________________________________________________

_________________________________________________________________

  1. You have written to a company and you want them to reply quickly.

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

4.3. Apologising

We must apologize for...

We apologize for...

We are extremely sorry for...

Notes: - Use the "- ing" form after these phrases.

e.g. We are extremely sorry for losing your order. -You can also say "We are extremely sorry that..."

e g. We are extremely sorry that we lost your order.

Usually, it is polite to give the reason for the problem (see 3.5, 3.6) and then apologise again at the end of a letter (See Erik Stenlund's letter, 4.1.)

Please accept our apologies once again.

We hope that this has not caused you any inconvenience.

_With apologies once again.___________________________

You have been passed these letters. What would you write in reply? (Apologize and give a reason.)

18 North Avenue

Elmira

22-10-87

Dear Sir

I am writing in connection with your advertisement in the Daily Observer newspaper for a post as shop assistant.

Please could you send me the application form.

Yours faithfully

Mr. R. Smith




WAINMAN (Printers) Ltd

Castle Street Kendal LA9 5YY

15-11-87


Dear Sirs

Order 285

I am writing with reference to the above order for stationery.

It is now three months since we delivered the goods to you. We would be grateful if you could send us your payment without delay.

Yours faithfully H.Wainman



4.4. Letter practice

Construcciones Jimenez wanted some more information from Haga Verktyg so they wrote again. What exactly did Sr Munor want to know?


E. Stenlund Export Manager Haga Verktyg AB Kaponjargatan 4c Goteborg Suecia


Dear Mr Stenlund Order 2886


ES:ce:53 JM/ps/20B 28 May 1987


We have received your letter of 18 May 1986, concerning the above order for 5 Kraftborr drills.

We were pleased to hear that you will ship the drills immediately. We would appreciate it however, if you could give us some further details about the delivery of the goods. In particular, we would like to know the name of the ship that you are using, the departure date from Sweden and the expected arrival date in Spain.

We look forward to hearing from you.

Yours sincerely Jose Munoz Manager



4.5. Requesting information


Please could you

We would be grateful if you could,

We would appreciate it if you could

We would like to know (about/if)...


give us some further details about,

let us know (about/if)...

inform us (about/if)...

If you want specific information, say:

In particular, - one of the phrases from the box on above.

What would you write in these situations?

a) You wrote a letter to someone and they haven't replied. You want to know if they received the letter.__________________________________________________________________________

_________________________________________________________________________

__________________________________________________________________________________________________________________________________________________b) A businessman is going to your country. He wants you to get a visa for him. You need all the details about his passport (his nationality, date of birth, where his passport was issued, and when it expires) ____________________________________________________________________

__________________________________________________________________________________________________________________________________________________________

_____________________________________________________________________________c) You want to know about the same businessman's flight (flight number, date and time of arrival)._______________________________________________________________________

____________________________________________________________________________

___________________________________________________________________________

4.6. Letter practice

Last month, you replied to an advertisement in the newspaper and you received this letter back. You have been ill so you could not reply immediately. You want some more information about the post (holidays, working hours and starting salary). Write a letter asking about these things.

Follow this plan:

thank Mr. Wang for his letter;

apologize for not replying before now;

say why you did not reply;

ask for further details;

ask, in particular, about holidays, etc;

close the letter.

date as postmark

Dear Sir/Madam

Thank you for your recent letter, concerning the post as Sales Supervisor at Excel Industries.

I am pleased to enclose the application forms that you requested. I would be grateful if you could complete them and return them to me as soon as possible.

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

Yours faithfully P.Wang (Mr) Personnel Dept.


Study section 5: making a mild complaint, making a point, warning, making a strong

complaint.

5.1. Letter practice


Intercity Bank ordered some office furniture from Jakarta Furnishings.

The filing cabinets did not arrive so Mr Long wrote to complain. He received a reply from Mr Basuki. As you read letters, try to find the answers to the questions on below.

INTERCITY BANK Plc 58 Jalan Thamrin Jakarta Indonesia Telephone 376018 Telex 6756



Mr S. Basuki

Jakarta Furnishings

7 Jalan Arjune

Jakarta


Dear Mr Basuki Order 2789

I am writing in connection with your letter of 24 February concerning the above order for some office furniture.

Unfortunately we have not yet received the filing cabinets which were a part of this order. We would be grateful if you could deliver these as soon as possible or refund our money.

We look forward to hearing from you.

Yours sincerely

Mr Peter Long Manager

Mr Peter Long Manager Intercity Bank 58 Jalan Thamrin Jakarta



Dear Mr. Long Order 2789


Jakarta Furnishings 7 Jalan Arjuna Jakarta Telephone 948 73742 You ref: PL/fh/246 Our ref: SB/si 2 June 19

Thank you for your letter of 30 May, enquiring about the Linton filing cabinets.

We really must apologize for the delay in delivering these cabinets. As I said in my letter of 24 February, this is as a result of problems at our supplier's factory. As these problems are completely beyond our control, I should like to point out that we are not able to refund your payment. I enclose a copy of our Terms of Sale for your reference.

We expect to receive the goods next week so I hope that you will not have to wait much longer.

With apologies once again,

Yours sincerely

Mr. S. Basuki

Manager

1. How does Mr. Long complain?

2. What does M.r Basuki want Mr Long to look at?

3. Will Mr. Basuki refund his money?

5.2. Making a mild complaint

To make a mild complaint you can: say what unfortunately something is wrong,

e.g. "Unfortunately we have not yet received the filing cabinets." and then, using the phrases you learnt before: - request some action,

e.g. "Please could you ..."

"We would be grateful if you could deliver them soon."

"We would appreciate it if you could ..."

1... Match sentences (a) - (d) together with sentences (e) - (h) to make four separate complaints.

a) Unfortunately one of the machines you sent us was damaged.

b) Unfortunately we have not yet received your payment.

c) Unfortunately your driver took the goods to the wrong place.

d) Unfortunately you forgot to mention the cost of your products.

e) Please could you send us your cheque before 30 June.

f) We would be grateful if you could send us a replacement.

g) We would appreciate it if you could collect them and bring them to our

offices,

h) Please could you send your price list as soon as possible.

2. What would you write in these situations? In each case, decide what action you want the company or organization to take. Follow the example: A company has sent you a bill for the wrong goods. Unfortunately you sent us a bill for the wrong goods .Please could you send us a correct bill as soon as possible.

a) Your new photocopier has broken down. You have to write to the company who sold it to you._____________________________________________________________________________________________________________________________________________________________________________________________________________________b) A temporary secretary does not speak English. You have to write to the agency who sent her to you.______________________________________________________________________________________________________________________________________________________________________________________________________________________

c) You keep receiving letters for someone else. You have to write to the post office.

_________________________________________________________________________________________________________________________________________________________________________________________________________________________________

5.3. Letter practice

The accountant in your office has just passed you the invoice. Minachi Office Equipement LTD recevied electronic typewriter yesterday. But the cover is missing. Write a full letter to Minachi, complaining about the typewriter. Remember to:

- say what you are writing about (use a heading);

- say what is wrong;

  • request some action (you decide).


5.4. Making a point.

If you want someone to take note of something you can use phrases such as:

I should like to draw your attention to (the fact that)...

_I should like to point out that...___________________________

If you are saying something that they already know (and you are a little bit angry) you can write:

I should like to remind you that...

I hope that it is not necessary to remind you that..._______________

You have been passed these memos and letters. What will you write?

Memo

a)Terry Spencer keeps parking his car in front of the main door. I have told him before that this space is reserved for the Managing Director. Can you tell him again?

______________________________________________________________________

______________________________________________________________________

_______________________________________________________________________b)

88 Hill Street

Brixham

TQ59ET

18 March 1987

Dear Sirs

I am interested in purchasing a large quantity of your Simplex cameras.

Please could you send me details of your prices and models available.

Yours faithfully Paul Haskins

c)

Memo

Muriel Me Iver arrives half an hour late for work every day.

(She should start at 9.30.)

Please tell her.


d) 32 Shorten Road

Paignton

TQ31JP

22 May 1987

Dear Sirs

Please could you send me details of your products and prices.

Yours faithfully Mrs Jane Brunt

5.5. Letter practice

Three months later, Intercity Bank had still not received the filing cabinets. Peter Long decided to write again.

1. Is Mr Long still making a mild complaint? How do you know?

2. What will he do if he does not get a reply to his letter?

INTERCITY BANK PLC

58 Jalan Thamrin Jakarta Indonesia

Telephone 376018 Telex 6756

Mr.Basuki

Jakarta Furnishings 7 Jalan Arjuna

Jakarta

Dear Mr Basuki Order 2789

It is now over seven months since we placed the above order with you and we are still waiting for the Linton filing cabinets. I should like to remind you that we have already paid for these cabinets. We really must insist, therefore, that you deliver them immediately or refund our money.

Unless we hear from you within seven days, we will be forced to take legal action.

Yours sincerely

Peter Long Manager

5.6.Warning.

One way to warn somebody is to say:

Unless... If... (not)


we will be forced to


What warning would you give these people?

a) a company that has not paid your bill;

b) another company that is using your company's car park;

c) an employee who always arrives late for work;

d) a builder who has left a lot of his tools in your office.

5.7. Making a strong complaint

To make a strong complaint you can:

- say exactly what is wrong,

e.g. "It is now over nine months since we placed this 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."

and then:

- demand immediate action,

e.g. "We really must insist, therefore, that you deliver them

immediately."

If you think that it is necessary you can also:

-give a warning,

e.g. "Unless we hear from you, we will take legal action."

Each of these letters is mixed up. Put the sentences in the correct order.

1.

Dear Sir

a) I really must insist, therefore, that you refund at least 10 % of our money

b) I would like to remind you that your advertisement said "superior hotels".

c) I am writing to complain about your Tour 5210 to Mexico,

d) If we do not receive adequate compensation I will be forced to write to the local newspaper.

e) The quality of the food in the hotels was terrible and everybody in our group was sick most of the time.

Your faithfully

Daniel Thomas


The Manager

Swindle Cleaning Co

Dear Sir

a) I hope it is not necessary to remind you that this is the second time I have complained about your employees.

b) If you are unable to do this, we will be forced to cancel your contract.

c) I am writing in connection with your contract to clean our offices.

d) I really must insist, therefore, that you take immediate action to improve the quality of your services.

e) Twice this week, I have found your workers asleep when they should be
working.

Yours faithfully H.J. Wilson Administrator -

5.8. Letter practice

You work at Central Business Consultants, 16 Hyde Towers, Hong Kong. The people who rent the office next to yours, play very loud music all day and every 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. Follow this plan:


- say what you are writing about (the noise from their office);

- 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).


Supplement

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