English for Work Everyday Business Writing

Limited Education Pearson Gate,l'larlow, Edinburgh CM202JE,England Essex, Companies throughout theworld andAssociated www.longman.com O lanBadger andSuePedley 2003 Copyright no partof thispublication All rightsreserved; maybe reproduced, storedin a retrieval photocopying, or transmitted in anyformor by anymeans, system, electronic, mechanical, recording, or otherwise withoutthe priorwrittenpermission the Publishers. Themoral of rightof the authorhasbeenasserted. Firstpublished 2003 2009 Sixthimpression lsBN-978-0-582-53972-3 1opt Setin Univers Condensed KHL Printedin Malaysia, Designed andtypesetby RockGraphics lllustrations by RogerFereday Acknowledgements Wewouldliketo thankHelenParkerfor herhelpin developing thisseries,MaggieJo St John,Christine Johnson, Teresa JulieNoviell, Millerand,Maria Kellerfortheirvaluable for herhelpwiththe British/American inputandDianeWinkleby differences boxes. We wouldalsoliketo thankHans-Juergen Prellat Deutsche Telekom andlearners from 0y,MetsoPaperValkeakoski UPM-Kymmene 0y,MetsoPaperAB Sundsvall, Hagfors and Gmbh,Business Goldwell andMedicalEnglish Grdstorp, andFiltonCollege, Services andreporting onthematerials. Bristolfor piloting copyright @ Photonica Coverphotograph

Gontents Introduction I Thebasics page7

2 Makingcontact page15

3 Arrangements page23

I Meetings page33

5 Enquiries page$

6 Orderc,dealing with problems page51

7 Shortrcpofts page6l

8 Personal messages page69

Glossary Answers Appendices I Punctuation 2 Datesandtimes 3 Abbreviations

page5 Beginnings andendings Thewritersknoweachotherwell Thewritersknoweachother Thewritersdo notknow eachother Messages 1 A firstcontactfroman individual An acknowledgement A reply Chasing up information A reply Arranginga visit An invitation Replying to an invitation A confirmation Sending directions Chasing up information Settingup a meeting1 Suggesting a meeting Suggesting a date,timeand place Agreeing Confirming a meeting An urgentmeeting Messages t A general enquiry A reply A furtherrequest A reply A covernote 0rders Requesting a quote Placing a firstorder A reply Placing a repeatorder

Basiclayout A standard letter A memo A groupemail Messages 2 A firstcontactfroma company A reply A request for furtherinformation Introducing the company

Travelarrangements Arrangingan itinerary Makinga booking Confirming a reservation Checking travel arrangements Settingup a meeting2 Setting theagenda Changing theagenda Negotiating changes Finalising arrangements

Takingandforwarding messages Leaving a message Passing on a message Forwarding a message An acknowledgment An automatic emailreply Meetingfollow-up Minutes of a meeting Suggested amendments Comments Thanks

Messages 2 Specific enquiries Adviceandrecommendations A request for information Forwarding a request Providing details Dealingwith problemsI Dealingwith problems 2 Problems witha schedule Unacceptable service A reply A reply goods Damaged Misleading information A reply A reply Rejecting a complaint Providinginformation Focuson facts andfigures A request for information Presenting numbers A shortreport Describing trends Askingfor missing information Makingcomparisons P r o v i d i n g fu rth e ri n fo rma ti o n D raw i ngconcl usi ons Messages I Messages 2 Appreciation Goodnews Congratulations Replying to goodnews A personal announcement Badnews Sayinggoodbye Replying to badnews Saying thankyou A remi nder Responding to thanks Replying to a reminder page77 page86 a page92 page93 page95

Introduction Eng|bh ior Wodr Thebooks inthisseriespresent andpractise spoken English andpractical writingforeveryday communication; theyfeature keywordsandexpressions whichwillhelpyouin a widerange ofworksituations. Thetargetlanguage is introduced through shorttexts,anddeveloped in practice language notes and exercises. Atthebackofeachbookthereis a glossary whichcontains highlighted language fromthe glossary texts.Translations ofthe in selected languages, canbedownloaded fromthe Longman website, wvnr.longman-eh.com. Theseriesis intended for intermediate levellearners. Everyday Business Writingwill beuseful supplementary material if youarepreparing forbusiness English examinations suchasthe (BEC), particularly University of Cambridge Business English Certificate theReading and paper, (LCCI) Writing andtheLondon Chamber ofCommerce andlndustry English forBusiness exam. EYeryday Bueinerc Wrifing Everyday Business Writing is suitable foranyone whousesEnglish inthebusiness world,and forstudents learning vocational English inadulteducation classes, schools, colleges and universities. Thebookfocuses oneveryday business writing, which,intoday's business world,is usually sentbyemail. Thebookalsocontains someexamples ofothertypesofwritingsuchasletters, memos, telephone messages andcovernotes. Emails areoftenshortandcanbeveryinformal. However, evenif anemailis informal, it should stillbeaccurate, appropriate andeasyforthe readerto understand. Emails canalsobeformal - forexample whenwritingto someone forthefirsttime,youremailcanbejustasformalasa letter. Thereis nostandard styleforemailwritingandthebookreflects thisfactintherangeof presented. language Onepointto notehereistheuseof contractions. Somepeople tendto (l'llcallyou);others (l willcallyou). usecontractions writeusing fullforms Inmoreformal letterwriting, fullformsarerecommended; in emails either formis used. Youmayfindtheothertitlesinthisserieshelpful: Everyd ayBusinessEnglish Everyday TechnicaI English Business Presentations

llow to use the book Firstof all,workthroughUnit1 - Thebasics.Thisunitsetsoutbasicguidelines for writing emailsandprovides examples of styleandlayout.Youcantheneitherworkthroughthe book unitby unitor chooseonethatmeetsyourimmediate need.Notethatin mostof the thefocusis onthe bodyof the email.TheSubjectbox andTo/From examples, boxesfor example arenotalwaysincluded. pageto searchfor different Youcanusethe contents typesof writtendocuments. Starteach phrases. chapterby lookingat the Useful Thenreadthetextsandstudythe accompanying phraseshavebeenhighlighted notes.Certain thathaveparticular featuresassociated with them.However, it is worthwhile notingotherphrases thatappearin thetexts,whichare important equally andcanalsobeseenas keyphrases. Usea dictionary to checkyour presented understanding of thelanguage andreferto theappendices at thebackof the book. 0n the notespagesyouwill findinformation on somedifferences betweeneveryday British andAmerican usage. Afterstudying thetextsandnotes,workthroughthe exercises; referbackto thetextsand notesas necessary. Youwillfindanswersto the exercises atthe endof the book. Finally, referto the glossary at the backof the bookandtestyourselfonyourunderstanding of the highlighted keyexpressions. Writetranslation$ of theseexpressions, againusinga dictionary if necessary. Visitthe English for Workpagesonthe Longman websitewhereyou willfindtranslations of theGlossary in a selected number of languages. Youcanusethisbook.for self-qtudy your or with a teacher,Goodluckandenloy.building 'Everyday Business Writing'skills!

lanBadger andSuePedley, Bristol.2003

Somerecommended materials to accompany theEnglish forWo*senes: Longman Business English Dictionary Penguin auickGuides; Busrness EnglishPhrases Penguin OuickGuides; Eusrness English Verbs Penguin AuickGuides; Eusrness EnglishWords

t I

I

Thnbasfcs Some useful phrases. Howareyou? go? Howdidthemeeting It wentverywell. It was goodto talkto youyesterday. youlastweek. meeting I enjoyed Thankyouforyourmessage. l'veattacheda copyof myreport. Everything looksfine. No ch a n g ense eded. - pleasemakethearrangements, Laurent Ple a se callm e. Please to contactme. do nothesitate youon Friday. I lookforwardto meeting fromyousoon. Lookforwardto hearing Seeyounextweek. Allthebest.

Laurent _ please arrange the ]/ musicforthe offrceparty.

- Please Laurent the arrange musicforthe officepartY.

andendi Tlre writers

know eaeh ottrer well

tlif,in lbw m W? lt was goodto talkyesterday. Course andlwantto be surethateverything is correct. Canyou fufimlicingthr&ilsof the Leadership c hec k t heb ro c h u re a g a i nb e fo rei tg o e s to th epri nter, especi alpages ly 5-7? P l ease emaime l or cal lmeon mymobileif anychanges areneeded. : Bdngndf Anders c0urse

ldtlf'r, Everything looksfine.ilt cfigffimam Allthebest Kim

Seeyounextweek.

The writers know each olfrer

Smi, ri l' It wasgoodto meetyouattheconference lastweek.I wouldliketo inviteyouto visitusonMonday 25May at I 1:1 5 sothatwecancontinue ourdiscussions. I hopethatyoucancome. lkdmd

t*ilffi Headof Personnel

DearMrsGonzales Thankyoufortheinviiation.Wagainon25Mayat1l:l5a'm. Yours sincerely TarjaNovotna

Tlre writerc do not know eaeh odrer

0tr,*l#lfr& I wouldliketo checkourinsurance cover. Wewill beshipping newequipment to ourBirmingham officenext month.Dowe needto changeourpolicyor will it be covered?

YenCS DrSlack iffi*ilri*,W

DearDrS la c k Thisis to confirmthatyourcurrentpolicycoversyouandthatyoudo notneedto takeanyfurtheraction.ll youhaveanyotherqueries,pleasedo nothesitateto contactme. Yourssincerely N. Nuul(Administratorl

Notes HiKin The way you begin and end a message depends on how well you know the person you are writing to. A good guide is to use th e s am e beginni n ga n d e n d i n g (o r a s l i g h tl y more formal one) as the other person. In informal emails some people do not use the person'sname but start the message: Hi/HelIo/Good morning/afternoon

Howareyou? Whenyou knoweachotherwell,you often begina message with a friendlygreeting. Otheropenings:Hopeyouare well. It was goodto see you lastweek. I'n finalising the details ... Sayingwhy you arewriting: l'm writingto let youknow... Justa noteto let youknow... Thisis to let youknowthat ... Notehow contracted forms I'm (l am),You're (Youare)etc.are informaland oftenusedin emails. Best regards Theway to end a messageis a matterof personalchoice,but if you arewritingfirst,it is bestto be moreformalthantoo informal. Someotherinformalendings:Begards Bestwishes Allthe best (veryinformalUK English) Cheers Anders Youcanbeginan emailby simplywritingthe person'snameat the top of a message. No changesneeded. Notethat the verb are (Nochangesare needed) hasbeenleft out hereto keepthe message shortandsimple. Dear Ms Novotna - Yourcsincerely In emailswhichfollowthe styleof more formalletters,if you openwith a name; DearMs/Mrs/Miss/Mr;youclosewith lours sincerely. However,in emailsthe rulesare morerelaxed- you can begina message with Dearand end it with Bestregards,Best wishesetc. (seenotesabove). Ms is usedinsteadof Mrs or Missif you do

not know if a woman is married or not. Some women prefer to be called Ms.

Piki Gonzales(Mrcl A little old-fashioned,but when the reader may not know from your name whether you are mal e or femal e,you can hel p by gi vi ng your title, e.g. Piki Gonzales(Ms) at the end of your message.

I lookforwardto meetingyou... Thi s i s one of the most common phrases used at the end of messages.Note the -lng form of the verb which follows look forward to: I look forward to hearing from you. I look forward to receiving the report.

DearSir/Madam- Yourcfaithfully UseDearSir/Madam in formalmessages, if you do not know the person you are writing to. Dear Slris also used. This type of message usually ends with: Yoursfaithfully.

SeniorManager As thisis a first formalenail, the writer includeshisnane andposition.ln wellestabl ished reIationships, with frequent communication, thisis not necessary.

ldffiftmqlcan Brlti*h

dltlofrnGer American

HiKim

HiKim:

Note:Americanstyle usesa colan (:) afterthe salutationfor businesscorrespondence

(DearPiki:lDear Sk:or MadamiToWkomit May Concern: Yaursfaitttfully Thisexpression is not usedin Arnerican English. Sincerelyilaurs truly wauldbe usedinstead. frnalising finatizing (phone) cellutar)phone lnabile policy insurance insurance cover (not usedin {aloousedin British American English) Eng.lishl (exists,but quesgons (alsousedin queries notoftenusedin BritishEnglish) American €nglish)

Sasicla out A standard lelter

Hardv Heyward -iJ:

7 NoginRoad Shipsam Northshire KT3 49P UK

?""

18April20#

ffi#;[

p**r,

I am going to be in AmsterdaminJune i#*#l*n*t*iiw€di$sref!:$ffita**:fuls$ffi*g#rb:W a meetil4'*i6r'yw as you suggested. and'il.wld like to.trrqe #&,hau,e,manllaeff.pr-odr*t$ that I am surewill interestyou. &*ld,.trmu..le* ne knon'ff you are availabld onJune5th or 6th? * toot forward to hearing frorn you soon: Yourssincerely,

lsatbel Hatvdy IsabelHardy Partner

A memo To:

All Headsof Department

F r om :

Pa me l aN e w ma n

Date:

Directorof CorporatePlanning .14 Juqe 20 -

Subject:

$gent visit

Joo, our Koreanagent,will be visiting the company next #ryS#***t#ffiEun Friday21 June. You are invited to meet her in the ConferenceRoom at 10:30a.m. Eun Joo will give us the latest information on the Korean market,and she will answer any questionsyou may have. There will be a buffet lunch at midday. kesr*m

drs.you.wl#.

.

A group email Suljr.t, . fi/at D Attochmenlc:

ffiltm*';

for the annualdinner.Pleaselet me know what ffi4i$ffi;lt!#ffi#leffir you would likeby the end of this week. ror the music. i$ii{l*ffi;iitiffii;***iii$r****:"Anff!*iMtii$iiH Thanks. Klaus

Notes DearMr Loelgen, Note that some people prefer to write a comma (,) after Dear Sir,Yoursfaithfully,etc. It is now more usual to leave out the comma in both formal and informal lettersand messages. Be consistent.lf you use a comma after Dear John, use a comma after Yourssincerely.

It wasgoodto meetyouat the seminarin Paris. Remindthe readerof the first or previous contact. Do yourememberthat we metat the Expo presentation? Wespokeat the recentconference. ... I would like to anange a meetingwith you ... Openformalcorrespondence with a clear you statementof why arewriting. I am writingto confirmarrangements. I wouldlike to checksomedetailswith you. We havemanynew products... your main The nextsentence(s) contain(s) message. Otherpossibilities: Itwouldbe goodto continueour discussions. I wouldlike to showyouour new brochure. Couldyou letme know il you are available... Use couldto makepolite requests: Couldyoulet me knowas soonas possible? Couldyou call me? I look forward to hearing from you soon. Formallettersusuallyincludea politefinal phrase.Otherexamples: I lookforwardto meetingyousoon. Lookingforward to your reply. Pleasenotethat... Pleasenotethat... is a commonway of introducingimportantinformationin a formalmemo.

Pleasecoilinn that youcan attend. Otherformalpoliterequests: Pleasereplyas soonas possible. Pleasecontactme by Friday. Dear all A commongreetingwhenan emailis sentto a group.Othergreetings: Deareveryone Dearcolleagues Helloeveryone(informal) Notethat groupemailscan alsobe sent withouta greeting. l've attacheda copy of the menu ... Otherwaysto indicatethat you have attacheda file/filesto your email. Hereis the menu. Thereportis attached. lf you wantto be moreformalyou cansay: Pleasefind attachedthe reportas requested. Herewiththe filesyouaskedfor. Laurent,can you make the arrangements... Notehow we askan individualto do somethingin a messagesentto a group. Usea comma(,)or a dash(-) afterthe person'sname; John,pleasecall me whenyoureceivethis. Sonia- can youforwardthismessageto Oliver.

ffidilcnncct ,Egeau*eernail is international,ths differancssin BritishEnglishand American ,Eng,lioh Syles ers becomingfewar (US cmails may sometimesbe mors infomal soms gEgtors than UX emsifs),,However, suchas fnancial, bankingand legalprefer formality. ln thcse eases,addresspeople by their titlee, avoid contractionsand slang, and be conciseand to th6 point.

Fractice 1 Match tlfe opening greeting with the most suitable close. h,

a

D ea rSi r

b

Fred

d

DearDrSomerset

e

Helloeveryone

(il ii i ii i ii i ii i ii

Yours faithfully Allthebest Bestregards Yours sincerely Withverybestregards Seeyou Yours sincerely Bestwishes Yours faithfully Regards

2 Tick the phrase in each pair which is more informal. a i HiFausta ii DearFausta

a u tr

bi Yourssincerely ii Regards

I T T I

ci No problem. i i Thereis no problem. di I wouldliketo inviteyouto visitouroffice. i i Comeandvisitouroffice.

.I

ei Pleaseconfirmthatyogcanattend. i i Letmeknowif yoy cancome.

fi

u T I T

Thanksfor the dinner. i i I wouldliketo thankyoufor the dinner.

Gomplete the sentences with a preposition. ExAtptE:I amveryinterested . ilt . comingto the seminar. a

llo o kforward

b We met..

....hearingfro my o u . . . theShanghai seminar.

c

l'd liketo makesomechanges. ...

theprogramme.

d

Tha n kyou..

e

l'llse e you

....M0nday.....3p . m.

f

Ca llm e...

.mymobile.

g

Therewill be a buffetlunch.

h

l'veattached thefilesyouasked

..yourmessage.

. . . midday.

Put the correct form, -ing or infinitive, in these sentences. youcancome. Please .gp.\-+iH. . (confirm)that ExlMpr"E: . . . . (check) a Canyou. . thebrochure forus? b l l o o k f o r w a rd to .... c

.. (re ce i velthe document.

I e n j o y e d .....

.(me e tl yol austweek. (visit) willbe d Mr Lahtinen Helsinkitomorrow. youletme. . . e Could . . . (know) if everything is 0K. (go)yesterday? f Howdidthemeeting g I am

(write)to askyouforsomeadvice.

h T h i si s t o . .

....(co n fi rm)o u rconver sation.

Match the two parts of the sentences. 1 l'mjustfinalising a thefilesyouaskedfor. 2 Please leteveryone b fromHeadoffice. just 3 l've hada message c cometo the meeting. youlastweek. 4 Please confirm thatyoucan d meeting e the arrangements for nextweek. 5 Wemetrecently 6 John f knowaboutthearrangements. g pleasemakethenecessary 7 | reallyenjoyed arrangements. h in the Londonoffice. 8 | haveattached 6 Order the sentences into a message. An informal mesrage findit thismorning. a I couldn't e b l'll bebackintheoffice f g morning, lan. c Good you yesterday? Did me d vousend themap maovest( h

Ma ija Thefax numberis 9505142. Couldyoufaxit again. laterthisafternoon.

a b c d

A formal rnemo willvisittheofficeonFriday. D e acr ol l e a g u e s Wewouldlikeeveryone Thisis to confirmthat Mr Tayama

e f g h

Marcus Kerimov byWednesday atthelatest. Please confirm thatyouareableto attend to meethimin Room 21at2:30.

7 You are the Human Resources manager in your company. You are organising a one-day conferenoe on 'Health and Safety'. Look at your notes below and then write a memo to all staff: O inviting themto theconference (subject, O giving allthedetails oftheconference date,timeetc) fora reply O asking O offering to givemoreiqformation if necessary Write 4O-5O wolds, using the texts and notes in this chapter to help you.

OthaKrng Some usefrrl phrases. I haveseentheadvertisement onyourwebpage. youplease Could sendmesomemoreinformation? youforyouremail. Thank I haveattached form. anapplication Please returnitto us. Please letmeknowif youneedanyfurther information. youthatwe areorganising Wearewritingto inform a meeting inTokyo. Canyoucomplete thebooking form? Please takea lookatourwebsite. I lookforward to hearing fromyousoon. Wewereveryinterested to hearabout theconference. Weareanestablished company intheUK. Weexport to Brazil. youinToronto. Looking forward to seeing

I..

9-

\',

Messages I A first dontact fiom an indhlidual rgl

DearMs Giles :FlF and would like to apply for theg$,of {*r*,r{i*xi:*t*: iM,,gtLw InternationalMarketingManager.I'fd: cgti!3lt$.:irt,:liqqisqn. I would be gratefulif you could send me an applicationform and some informationaboutthe post. Thankyou in advance. Yourssincerely Jean-LucReigniers

An acknowledgement t3l

DearJean-Luc .i lfi *,ffiand T&rurkryutr$or your €meit I m Blead.&#anhrq$'i information about the post,flt.,&tl#" Couldyou also completethe attachedquestionnaireand return it to us by the end of the week. I look forward to hearingfrom you soon. Best regards SaraGiles HumanResourcesManager

A rcply l5l

.

G iles Pleasefind attachedmy completedapplicationform and a copy of my SV for your information. yow n$y. l bch.furd.b Best regards Jean-LucReigniers

Ghasing up inlomation DearJean-Luc Thank you for your recentapplication.However,we havenot yet receivedyour completed questionnaire.Couldyou pleaserefurn this as soonas possible.

Fffifu*l*hiffie,km.rrW*. Bestregards SaraGiles

A reply {-l

DearMs Giles Pleasefind attachedmy completedquestionnaire. 08120745614if you need any further information. f$'!illuffi1*i*ttr*,ii*S1*H* Lookingforward to hearingfrom you soon. Best regards Jean-LucReigniers

Nates on yourweh I haveseenthe advertisement page... Emailsgenerallyopenwittra clearpointof reference. Thanksfor youremail. Wemet at the conferencelast week. I readyourrepoft with interest.

...post... wordforjobor position. Postisan alternative I amcurrentlyworkingas a Marketing Assistantfor a puhlishingcompanyin London. Sayingmoreaboutyour currentjob: I havebeenworkingas a SalesAdvisorsince May. I havebeenin the ExportBusinessfor three years. I havebeena lecturersince2001. Thankyou lor your email. Thisis a standardresponse to an email. Whenreceivingan emailfrom someonefor the firsttime you couldalsosay: Thankyoufor your interestin our company. We werepleasedto hear that youare interested in ... I am pleasedto attach our online application form... Documents sentwith an email areattached ratherthan enclosedas they are with a letter. Youcouldalsosay: Pleasefindattached... Pleasetakea lookatthe attached file... Theattachmentswill give youthe information youneed... ... as requested. Thisis a morecommonexpression thanthe alternative: ... whichyourequested.

. . .c v... Th is is a doc um en tg i v i n g d e ta i l so f y o u r educationand past employment, used when applying for a job. lt comes from the Latin: curriculum vitae.

I look forwardto yourreply. This phrase is a standard polite close to an emai l . Alternatives are: I look forward to hearing from you soon. I awaityour reply.(very formal)

Pleaseletmeknowif youhaveany queries. This is a polite, informal ending to the message.You could also say: Please contact us if you have any queries. A more formal endi ng i s: Please do not hesitate to let us know if you

requireanyfurtherinformation. r is query. Aueries arequestions. Thesingula I apologise for notsendingthisearlier. YoucoulUalsosay: I amsorryI didnotsendthisearlier. I'msorrylforgottosendit.(informal) Pleasecall meonmymohile... in the Notethe useof prepositions sentences aboveand below: Pleasecontactme on extension232. Pleasevisitour websiteat www.filton.ac.uk. Youcan emailme at [email protected].

Erldil/Amrican d{tornco Amedcan Bdtirh ... I haveseenthe I sawtheadvertisement English advertisement... Note:American usually us€stho simple pasttense.

apalogise

apologize

cv

resumE Noto: In Ameriean EnglishCVis ucually ressrvedfol acaderlic applications.

Flaasesallmaan ny nobile.

Pleasecallme on ny cell phone.

Pleasecontactme an extension 82.

Pleasecontactme at extension232.

2 ilt$ssagFs A firct dontact from a eornpany liflr*trlu*ting to lnvllr Wu.ts e conhronccin Tokyo.This will be an excellentopportunityto meet local suppliersand agents. at www.iclwz.co.np where you will find details of lha fkr&a.laot af ourw*rlto @dricftca rdudub and our online registration form. Pleasedo not hesitateto contact us if you require any further information. Yours sincerely Minori Kishimoto ConferenceOrganiser

A rrply DearMs Kishimoto We werevery interestedto hear aboutt&e,foft&coming conf,erence in Tokyo ad,,Miike to attrnd I am pleasedto attach our completedregistrationform and look forward to hearing from you soon. Yourssincerely GuillermoRavallo

A request for further information cl We havereceivedyour application and are pleasedto informyou that we havereserved form. and somevideoequipmentfor you, as you requested on your registration g,csnFany, -Oqdtl rul plrar tmd dr r fifty word *nnmary for our conference handbook,!ildn and'CIf&i urftik Bestregards MinoriKishimoto Organiser Conference

Intr,oducing dre eompany Dear Ms Kishimoto Thank you for your email.Hereis a suilnary of our companyfor the handbook: |[{fh rs'c{H*:cffid cs@f in tb UK with over thirty years'experienceof providing managementtraining for the qMffidnS and narvice iildustries, We can providea rangeof faining programmes,otr-site, at a ysiltls in the UK, or online,at a competitiveprice.' I hopethis is acceptable.If not pleasedo not hesitateto contactme. lnoking forward to meetingyou in Tokyo. Best regards GuillermoRavallo

Notes Weare writing to invite youto a corrterence... ln formal written communicationsit is more common to use the full verb form We are writing rather than We're writing. Companies wiff also use We rather than /when contactingsomeone for the first time.

Pleasetakea lookat our website... is: An alternative Pleasevisitour website... Youwill find our websiteat ... ... the conferenceschedule... This is a detailedplanof what will happen andwhenit will happen. Notethat an itineraryis the detailedschedule or planof a visitor trip. . .. the forthcoming conference . . . happen Somethingwhich is forthcomingwill soon. ... and (wel would like to attend. Noticehow it is not necessaryto repeatwe in this sentence. ... a stand... At a conference or exhibitiona standis a smallareawherea companycandisplayits productsor giveout informationto visitors. Couldyou please sendus a ... summaryof your company... is: A moreformalalternative We wouldbe gratefulif you couldprovideus witha summary...

Wearean estahlished companyin theUK... Otherwaysto describea companycould include: Weare a largemanufacturing company in ... specialising Weare oneof theleadingproducersof ... Weare the leadingexportersof ... ... manufacturingand senice industries. industrymakesproductsto The manufacturing for examplecars, sellto customers, telephones, clothes, The seruiceindustryprovidesservicesand adviceto customers.Forexamplebanks, travelagents,shops. ... on-site,.., On-sife trainingis whenthe trainergoesto workplaceto givethe the customer's training. ,.. venue... A venueis the placewherean event(suchas a conference or meeting)takesplace.

Brftish/ftneriean British a stand(tor conferences) experience of ...ing organiser programmes

American a booth;an exhibit experience in...ing organizer pr0grams {Note:This American spellingof programsie usedin BritishEnglish but only to refer to computerprograms.)

A summarygivesthe most importantfactsin a briefway. ... by the end of the week. By theendof theweekis usedto say when exactlyyou want somethingdone. Other are: alternatives ... beforeFriday. ... on Mondayat I a.m. ... withinthe next24 hours. ... in an hour.

dllleruncce

venue (not used in this way in American English)

In AmericanEnglish locationor sifewould be more usual.

speciatising

specializing

Fracti 1 Gomplete the sentences with a preposition. goods. We area leadingexporter.gf . electrical EtoMptE: ...a F in a n c ia lA d v is o r.

a

I a m currentlyworking

b

I wouldliketo apply

c

I h a vebeenworking.........Fra mc o s in cMa e rc h .

d

I enclose an application form

e

I wouldliketheworkcompleted ..

f

me. . . Please telephone

g

Pleaseemailme

h

We area largemanufacturing company specialising

. . . the position of ChiefExecutive.

. . . requested. . the endof theweek.

003957234698.

. . . [email protected] for anyfurtherinformation. . . . glassware.

2 Match the words with the correct definition. i

youaskto getinformation 0uestions or to check something is trueor correct.

1

stand

2

itinerary

youneedfor a particular Thetoolsor machines activity.

3

equipment

A smallareaat a conference wherea or exhibition company canshowits products or giveout information to visitors.

4

queries

5

post

IV

Theplacewherean eventtakesplace.

V

A detailed schedule or planof a visitortrip.

t

6

venue

.vi

A job or a position in a company.

Fill in the gaps with words from the box below. "A*neomirf

summary questionnaire

on-site range producer service in 0hio. ExlrMITE: We are pleasedto inviteyouto our .f.qrfh99.tflthg. conference a

programmes We canarrange training either.

b

produces a wide Ourcompany

c

We aretheleading

d

The

e

Canyoupreparea short

f

youcompletethe C ou ld attached . . . .

. . or online. . . . of products.

. . . of carsin Germany.

. . . sectorincludes businesses suchas banksandtravelagents. . . . . for the monthlyreport. . . . . a n dre t u rnit a s s o o na sp o s s ib le .

4 Match the two parts of the sentence.

I

lf youhaveanyquestions

a

to informyouaboutournextexhibition.

2

| lookfonruard

b

at ourwebsite.

3

Wearewriting

c

foryourrecent application.

4

Wewereinterested

d

please to contact me. donothesitate

5

Please takea look

e

in Madrid. to hearaboutthe conference

6

you Thank

f

sendmesomefurtherinformation.

7

youplease Could

g

youin September. to meeting

Put the sentences in the correct order. 1

Please takea lookat ourwebsiteat www.conzfi.co.kr

2

We arewritingto informyou

3

Pleasedo nothesitate to contactus

4

whereyouwillfindfulldetails of theconference.

5

thatwe areorganising a conference in NewYork

6

Wewouldliketo invite

7

attheendofthe month.

I

yourorganisation to attend.

I

if yourequireanyfurtherinformation. D ea rC olleague

y.ah. .?..We. e. wrilih.q.to. inf prq4. ^y

Yourssincerely

JeorrgmiSeo

6 Match the statement in A with the response in B. A B 1 | attach ourcompleted registration a Wewereinterested to hearaboutthe 2

formfortheforthcoming exhibition.\ | wouldliketo applyfor the postof Finance 0fficer. your We havenotyet received form. completed application Wewouldliketo inviteyouto our in London. conference

conference, andwouldliketo attend. you Thank foryourapplication. We havereserved a standfor youin the ma inh a ll. Thankyoufor youremail.I am pleased to attachouronline application form. I apologise for notsending thisearlier.

U

7 Read the email and notice below and then complete the booking form. Write a word or phrase or a number on lines 1 - 5.

From'ffi dl To:

Jahn$mith

Can you completethe attachedEquipmentBookingForm for the conferencethat you are organisingand return it to the Technical Department.I will do a short introductionso I will need a laptop and a projector.Checktheprogramme to see if we need any other equipment. Let me know if you need any more informationfrom me. I will be in Room 412 all day today. Thanks. Equipment

Booking

C o n ference' l ' i tl e

(1) ...

Name of Organiser (21 Equipmentrequired (3) Date needed

t4l

Venue

(5)

Form

Arran Some useful phrases. if youcouldvisitourcompany. Wewouldbeverypleased letus knowyouravailability. Please Areyoufreeon Mondayafternoon? C anyo usen dm ea mapplease? to ouroffice. l'veattached a mapanddirections SeeyouFriday. I lookforwardto seeingyoutomorrow. fortheChina an itinerary trip. l'veputtogether morning. I'mtakingthe7:30flightto Paristomorrow l'mwritingto confirmmyhotelreservation. l'm sorry| wasn'tfree. in Paris. l'vebeendelayed hisflight. He'smissed l'll be awayfrommyofficefor a few days. I triedto ringyoubackyesterday. Th en u m b ewa r sengaged. l'll callagaintomorrow

Arran tn a visit t

Ar inYltetion

We were interested to hearthat you will be in Japanfor the International Motor Conference,and $tp, 4ii${*:*,*l*M,,,ff during you r ,lliffitffi stay in Tokyo. Shtft-l|t,f**M,ffi and we will arrangea tour of our factory. We hopeto havethe opportunityof meetingyou soon. Yourssincerely Mr TaroSato

Replying to an inuitation DearMr Sato f!x* ycs for tlta ia$ta,th$, ft*,rV,ilSt,W$.r,:Wffi$;I woutdbe veryinterestedin seeingyour factory, as I haveheardexceltent reportson yourlatestproduction line technology. I witt be availabte on 6th Mayif this is convenient for you.

r&*&ftsd,to$lr Yours sincerety

*fl

on.

MsG[oriaDunn

A confirmation Hi J ohn rls{r$dt!ot! on Friday May 31 at 10 a.m. &$t,**rttry lf you come to receptionand ask for me, I will meet you there. lf you need to contact me, pleasecall me on my mobile (07975639400).

Ssrqym,ffiffi3 Regards Kevin

Sending directions DearMissBromtey you areableto visit us on 21st.$t*i$ I am pleased caseyou needit. Ptease let me knowwhenyou hopeto arrive.

f with directionsto ourkdtftll, in

Whenyou arriveat the maingate,Securitywitt give you a visito/s pass.FdlifiS #iilf#ilffilt*SlffiiHl* whereI havereserved a car parkspacefor you. Loohngforwardto meetingyou nextweek. Regards JacobLetterman

Ghasing up information DearMissBromley l'm just finalisingarrangements for your visit. ,ffils.lffii

ffidi*$n;

Bestregards JacobLetterman

**{*;**.$ [

Notes ... we wouldhe verypleasedif youcouldvisit ... ou company Othersimilarphrases: Weare holdinga conferencein Londonand wouldbe verypleasedif you couldattend. We wouldlike to inviteyou to an evening reception. Thisis the formallanguage of invitation. Moreinformalwaysto invitepeoplewouldbe: Pleasejoin us for lunchtomorrow. Wouldyoulike to visitour new factory? Pleaselet us know your availability ... Thisis a formalway of askingwhenyou are free.Youcouldalsosay: Whenwouldbe convenient? Are youfree on Tuesday? Thankyou for the invitation to visit your company. Thisis a formalreplyto an invitationfrom a new contact.Also: I was verypleasedto receiveyourinvitation. A moreinformalreplywhenyou knowthe personwell: Thanksfor invitingme. Thanksfor the invite. I look fonuard to your confirmation. Youcanalsosay: Couldyoupleaseconfirmthis? Canyouconfirmas soonaspossible? Just to confirm your visit to us ... details. Thisis an informalway of confirming would be: A moreformalway of sayingthis I am writingto confirmdetailsof your visitto our companynextweek. Seeyou Friday. Thisis an informalendingto an email A more a plannedmeeting/visit. confirming formalendingwouldbe: I lookforwardto meetingyou on Friday. I am attachinga map ... Detaileddirectionsare oftensentas lf directionsarevery short,you attachments. couldsay: Leavethe motorwayat Junction14,turnleft on to theA37.Ourofficeis onemilealongthis roadon the left.

facility the Thisis oftenusedto meana factoryor placewhere a product is made.

Followtheroadaroundto themainreception... for giving Otherusefulexpressions directions: Followthe mainroadinto town,and you will find us on the right. Stayon thisroaduntilyoureachtheHotel. Keepgoingstraight. Turnleft at the station. Gostraightalongthe corridor. Do you know when you are planning to arrive yet? Moreinformal: Anynewsaboutwhenyouplanto arrive? Moreformal: Pleaseadviseyourarrivaltime. British/Ameriean British Itried to ring you backyesterday.

difi elences American I triedto callyou backyesterday. {Alsousedin British English.)

Thelinewasbusy. Thenunberwas engaged. finatising finalizing Some difference* in giving directions Leavethematorway Leavethefreewayat at Junction14. exit 14. Onemilealongthis 0nemiledownthis road. road. lDownalsousedin BritishEnglish)

Alongthecorridor for 100 Ao straight metres.

Downthehall.

Keepgaing for a block. Note:metricdistancesare not usedin the are US.In townsand cities,distances expressedin blockstthe digtancebetween two streetsl.

]nent$ Anangifig

an itinerary

,' Can you let me know what you think about it?

fif$trei

1{1c,,qffi:*n]ffir{w*i,#sl$, Tuesday 22 llftpa,ftom ffisr at 11:05 on fliglrt llll$, Afternoon visit to Salford site Overnight stay at Hilton Hotel,Salford

arriving Manchester at 11'25

Wednesday23 Plnk up by company car at 08:flt All day visit to Newcastleon Tyne site Ret u rnfl i g h t to Mi l a n d e p a rti n ga t 17:05on fl i ght 8467, arri vi ngat 19:20 A llt he bes t M ic helle

taking

a booking

Simon &&U.for the Bertinmeeting.Doyou want to travel with him? $flffi: on Wednesday morning,and there'sa returnflight on il*i iffi*;St&s. Thursday eveningat 17:00. a',@, t Let meknowif this suits 44t . you. flm.

Hotty

Gonfirming a reserration Dear Ms Tourelle

i

|l***i, t li*' f f i. c n m ffd * ts * ' ffi ma d e b y p h o n e t hi smorni ng,fortw osi ng| e rooms at the Hotel Sorbonne on May 26, for Ms Scheelenand Mr Moura. They will arrive at the hotel at about 7 p.m. and they would like to have dinner at 8 p.m. Could you pleaseemail us a map and directions? Yours sincerely J am es E v ans

Ghecking trauel arrangements 1:e Dear David,

$im&L:ffil*r*ftx*kit*tt: . a !t**iffii[*lif*hic1

lr.

,,re.pleqser flighttoBerlin? ,.ffi,ontomorrow's

Has Franz organiseda companycar to collectme from the airport? kt me know if thereareany problems. Thanks Jo

Notes I've put togetherthefollowing itinerary. An itineraryis the detailedtimetableof a visit verbs canbe usedwith itinerary: trip. Other or Theagent haschangedthe itinerary. I've fixedthe itineraryfor our Japantrip. We need to finalise it today. Youcanalsosay: We'llfinalisethe detailstoday. Canwe finalisethe scheduletoday? Departurefrom Milan at ll:(E on flight 8A68,... Notethe followingprepositions of placeand timewhentalkingaboutarrangements: Theplane departsfrom Paris4 8:00. I'm travellingon FlightKLM646to Osaka. We'releavingg! midday. I arrivea'tTerminal 3 gt l9:00. Pick-up hy company car at 8:N) meaning To pickup is an informalexpression to collect. An airportpick-upcan be arranged. l'll pick youup at the station. I'n booking Don'sflights today ... We oftenusethe presentcontinuoustense to talk aboutfutureplansand arrangements: I'm goingto Parisin the morning. I'm meetingthe FinanceDirectorat 2 p.n. I'm catchingthe earlytrain. TheLufthansaflight leavesLondonat 7;30... We oftenusethe presentsimpletenseto talk abouttimetables: Thetrainarrivesat l8:00. Theconferencestartsat I a.m.tomorrow. Coachesleavethe airporteverythirtyminutes. ShallI reserueyoa a seaton the sameflights? and Shallisusedin offers,suggestions requestsfor advice. ShallI finishthe reportfor you? Shallwe meetfor lunch? Whatshallwe do abouttheproblem? I am writing to confirm the reservation,... Otherverbsusedwith reservation: l'm writingto changemy reservation. I'm afraidI haveto cancelmy reseruation. CanI checkmy reservation?

Couldyoucheckout the following for me please: Tocheckoutsomethingis an informalway of sayingcheck: Canyou checkthe followingfor meplease: Canyou checkout the flighttimes? Youcan alsocheckoutof a hotel,meaningto payand leave. Weneedto checkout before7:00to catch our flight. Hasthe airline reseruedan aisle seatfor me ... Otherquestionsyou can askto check arrangements: Did youreseruea windowseatfor me? Haveyoure-confirmedmy flight? Didyoubookan economyticket?

ffirruEcel Bdthh + American departing Note;The 24-hourclock ie calledmilitarytime and is not at 17:05 a booking/ to book travelling midday

I'vefixedthe itinerary. single(ticketl In a hotel: reception a single/ daubleraam

gnneralfuus$d!nthe U5. Times are nsted with a.m. and p.m. reserue a reseruation/to talsousedin BritishEnglish) traveling noon Note:ln AmericanEnglish, middayindicates a periodof time in the eady afternoon, from about noon until 2 p.m. l've seilmadehe itinerary. one way fticketl front desk Note:hotelsin the US use vsrytng terminology but these are ueual: a singlea a roorn with one dsublebed a daubls* a room with tvvo double b*ds * a room with one I QUQEB queoneizsbed a king* a loom with one king eizebed

nr0ssa Leauing"a message Li Juan youfor yourphonecatlthismorning. Thank * .&l i *!ffi#h*f* Youcancatlmeat the officeon arrange a meeting, butSF !Ef,![f ffi,'ffito 3:30- or on mvmobite 07050234768. 02070017444- bestbefore Sue Passing

on a meooago

DearAndreas JayneEaxt'ercatledtoday. 9trdo bawtd&*d ln thatqhal, eo ehe'llmieethe dinnerthia eveninqwith you and Mr Ho Lim. Canyu Atvahs ry&gba, *r*? Canyou alaotetl Mr Ho Limthat. ihcru *r *# W*ta *etdr. fa fa,{,Si} ryiththc contract?Wtit* fi#lthnrtar&f& pbrw at. the hotel? Linathi

Forwarding

a meosage

Sandy :dMtrl@:*sr Hope you had a good break in ltaly.#* l l*#fiikdt*l*over the weekend - we can then discuss it on Monday. Bye for now Stefan Message-Original From: Wall, Helen Imailto:[email protected] Sent: 29 August 17:37 To: Stefan Ruiz (E-mail) Subject: ltinerary for Swedish Trip

DearStefan l'm attachingthe draftitineraryfor Sweden. Let me knowif you want me to arrangeany othervisitsfor you. Helen

Ar acknowledgment

iffi*mfu*;;ftmffif*ir,&ik* It looksfine,but I'll gothroughit carefullythis weekend andwecandiscussit onMonday. *t6#*!:*Wf,i[#;{iiffilii#iiryi*ffi &: Sandy Alr automatic

email rcply

*d*fiffil EveWheeler on 0590 4779456.

If you needan urgentreply,pteasecontact

Notes l'm sorryI wasnTfreeto speak. for not beingableto talk: Reasons I was on anotherline. I wasin a meeting. I was out of the office. lwasn'tfreeis informal,meaningI was busy. Are youfree?meansAre youdoinganything? Also:Are youavailable? I tried to call you back this afternoon... telephone Tocallbackis to returnsomeone's call. Canyou call backtomorrow? I'll askher to call youback. I triedto returnyourcall. ... the numher was engaged. This phrasemeansthe sameas thenumber wasbusy.Otherreasonsfor not beingableto reachsomeone: Therewasno reply. I had the wrongnumber. I couldnTgetthrough. She'sbeendelayedin Shanghai... Someotherreasonsfor not beingavailable: She'sbeendelayedatthe airport. He'sbeenheldup in Paris. He'smissedhisflight. Can you give her apologies, please? Youcouldalsosay: CanyousendSara'sapologies? Pleasegiveher apologies. Canyouapologiseon her behalf,please? ... there are still somedetailsto soft oat ... or problems. Tosottoutisto solvedifficulties I'lltry and There'sbeena misunderstanding; sortit out by tomorrow. We'vesortedout the computersystem. Canhe call her tonight,please? you can Someexamplesof othermessages passon: Pleasecall Sallytoday. CanJohnfaxthereporttoFranz? Pleaselet himknowDavidwill be late.

l've justreceivedthedraftitineraryfor Sweden fromHelen.Havea lookat it ... Youcouldalsosay: Takea lookat the itinerarywhichHelenhas sent. I'm forwardingan itineraryfron Helenfor you to lookat. Thanksfor this, Stefan. To confirmthat you havereceivedsomething you cansenda simpleThankyou. Youcouldalsosay: Thanksfor sendingthe repoft. Manythanksfor the salesfigures. Letb say l0 a.m. in my office. Thisis an informalway of makingan Youcouldalsosay: arrangement. Whataboutl0 a.m.in my office? Canyounake l0 a.m? Howabout2 p.m.tomorrow? I shall be away from the office until 2 July. Automatedemailrepliesare usedwhen you knowyou will be out of the officefor a periodof time.Otherpossibilities: I will be on leaveuntil22August. I will be awayon busrnessuntil2 May. I will be out of the officefromMonday2ndJune untilMonday9thJune.

ffidllcrsrecc Britirh Thenumberwas engaged. Thereare stillsome dstailstosaftaut thedraftitinerary apologise l'lltry andsortit out by tomartow.

Ameriean Thelinewasbusy. Therearestillsome de{ailstotake eareof. a draftsf theitinerary apalogize t'lltry andtakecare sf it tomorrow

Practice 1 Gomplete the aentences A to D below ueing the words in the box. *co*finTr contact

a b c d

attend queries

22ndJuly nextweek

pleased invitation

stay

office

single

August

ir.

l ' dl i ke to .q p .\fi f$ ..th e re se rvation for a..... . r oomon... , Wewouldbevery if youcouldvisitus d u r i n g yo u r.. .... i nTor onto. Pa u l i so u to thfe ... ...thisweek. Please ...... Mar ia on3650899 ifyouhaveany... T h a n kyofourth e ... ... totheconfer ence in.... I willbepleased to . . . .

Match the two parts of the sentences affangoments. 1 Wewouldbeverypleased a 2 | lookfonrvard b 3 Wewouldliketo inviteyou c youplease 4 Could letmeknow d you 5 l'vereserved a seatfor e 6 Canyouconfirm myreservation f g 7 A company carwillpickyouup 8 | haveorganiseil theitinerary h I Youcancall.mp to$orrow i

used in making to yourconfirmation. if thisis convenient? onthe9:15flightto Paris. for a doubleroomon 26thMay? if youcouldvisitourcompany. at the airportat 7 p.m. foryourChina trip. between I and10a.m. to an eveningreception.

Put these sentenees into the correct order. a Ourofficeis located of posite thebusstation, nexttotheMarlinHotel. yourvisitto usonFriday b Justto confirm 14that9 a.m. please c lf youneedto contact meforanyreason, callmeonmymobile 071186 34521. youonFriday. d Looking foruvard to seeing e Bestregards, Francis f Whenyouarrive, askformeat reception andI willmeetyouthere.

r b. .Jt'..s!.tp. sq$.,."n .y9hy.vis.r!.ts. nr.ql.Fri4ny..lt nt 1.*w. .

Complete the sentences with a suitable preposition. ExIMITE: Wewill pickyouup .by . company car. a

G ostr a ig h t

....the corridor. Herof f icis e ....

t h ele f t .

b

l'llbe ..... Madridnextweek. l'llstay.. . . . t h eMo d e rn o .

c

meetyou . .. . . Terminal2 . . ...mid n ig h t . O urd r ive r will

d

Th e r ei s a fl ight..... P aristwice a day.

e

l'vefixedthe itinerary . . . . . the Braziltrip.

f

l'm tr ave lling.....flightB A 248..... Mad rid .

Gheck each aentence. ls the preposition in italics cofrect, incorrect or not necessary? Theywill be arrivingffthehoteltonight. ExnilplE: a

EvaGonzales is arrivingfromMadrid tomorrow.

b

I didnotknowthat Heidiwasvisitingfa Bangkok.

c

is staying ErikSharman aftheGrandHotel.

d

I will contactfo Neilfor hisapproval of thisbudget.

e

is finalised Theitinerary fromtheBerlintrip.

f

rnwriting? Couldyoupleaseconfirm

g

Heis offfromhisdeskatthemoment.

h

Theflightleaveson 19:00.

Read the memo and email below then complete the Travel Form. Write one word, phrase or number in each numbered space 1 to 5. ffiffir u e ffitrffiwesga'#*s& To: From: Date: Re:

JaquesDuval,Finance RobertaBenetto,Marketing 21st May My visit to Beijing- to attendAgentsWorkshop

Canyou lookthroughthe flight detailsfrom TravelWorldand completea TravelFormfor me, requestingthe flight which arrivesearlyin the morning of the 18th. Couldyou organisepaymenttoday please,by creditcard?

Thanks Rts

BritishAirways

AF 202

DepartureLondon Heathrow Arrival Beijing

17 June 11:45 18 June 08:15

BA148

DepartureLondonHeathrow Arrival Beijing

17 June 21:00 18 June 17:00

AF 203

DepartureBeijing Arrival LondonHeathrow 8A149 DepartureBeijing Arrival LondonHeathrow Can you confirm within 48 hours please. Thanks Sophie TravelWorld

Travel Form Traveller Details

Name

..R.o.bgrt*Eg.\e!tq

Department Purposeof Visit Travel Details Flight from

.....London

Flight to D e p a r t ure D a td T i me

.....3

R e t u r n Da td T i me

.....28June....

Airline Cost

. . . . . el 0 0 0

M e t h o d o fP a yme n t

.....5

28 June 28 June 28 June 28 June

10:25 17:30 13:00 20:00

Some usefirl phrases. We needto setup a meeting. Howaboutnextweeksometime? at 10a.m.in myoffice? WhataboutTuesday Arewe still0K for Friday? We couldhavea workinglunch. themeeting onthe lTthin Prague? Canyouconfirm you get backto metoday? Can It'sin mydiary. for Monday? Canwe reschedule itemstodayplease? Canyouletmehaveallagenda We'llneedto circulate theagenda. Letmeknowif youwantto makeanychanges. We'llneedto rearrange theprogramme. l'veattached the minutesof the meeting. to readthe actionpoints. I was interested Thankyoufor yourcomments.

C,Atr1*t

REsCHtrIilLE

FOT]-MONPAY I

,:,,.1 (il I !

,: 1"1 a

Settin u a meetin Suggesting a meeting Eduardo l Nt i :ffiffi*

as soon as possibleto discussyour new contract.

Kate

Suggesting a date, time and place Kate I leavefor Spainon Wednesday, so we'[[needto meetbeforethen.iltfh$tri* !,1ilH*,*&n* I pffiuffiiiffinl t? llh g'glldt**rr,rnrltng ktt$. Canyougetbackto metoday? Eduardo

Dear Mr Sato

1:w6tiil#*ffi$l&wld:

IUq*;

n::l#i|sr-

as you suggested. eimr.-*:irr,srH**&

i I will be with one of my colleagues,Miss Ashley,our new ProductionManager.

$:&wnft*,!${:,**{4@,

Best regards Ms Sue Winter

Confirming a meeting Marija lt&ffi;,W4l,m tfu,?,1e*'In,Sonn? It's in my diary but I havehad no 6 ;;ls ll${i* information about it. I know therewas a possibility of postponingit.

filh*Mi

lffiffi##&ewm.&drn',

Regards Piers

ft/Isr Y!* r#ri d* rm To: all senior managers From: Rick Lovell, Chief Executive Date: 20 December We have a serious problem with the packagingof one of our products. with all senior managers at 2 p.m. this afternoon in my *,lffiiffiffi l office. ffi#iiffiffi ir*,!&* * , decide the actionwe need to take and discusshow to managethe Media. Pleaseclear your diariesfor the whole of the afternoon.

RL

Notes Weneedto setup a meeting... is to arrange Tosetupa meeting or organise a meeting.Otherusefulexpressions for setting up a meeting: I'd like to meettomorrow. Weare holdinga meetingat 2 p.m. Therewill be a staff meetingtomorrow. How ahoutnext week sometime? Thisis a usefulinformalexpression for suggesting a meetingwithoutgivinga specificday or time.Youcouldalsosay: Howdoesnextweeklook? Canyoulet me knowyouravailability nextweek?(moreformal)

I I

l

Whatahout Tuesdayat I p.n. . .. This is anotherinformalway of suggesting a meeting.Also: HowaboutTuesday at I p.m? Moreformalsuggestions are: Are you availableon Tuesdayat I p.m? CanyoumanageI p.m.on Tuesday? ls I p.m.on Tuesdayconvenient? ... inthe canteen? Otherprepositions to describelocation: We'llmeetin my office. Theconferenceis at CleveHouse. We'llneet on platformtwo atthe station. We could have a working lunch. Aworkinglunchiswhen you carry on workingwhileyou are eatinglunch. I would he very pleasedto visit you next Tuesday,... This is a formal/polite way of agreeing to a suggestedmeetingtime. 3 p.m. would be fine with me. to show Otherinformalexpressions or agreement: acceptance 3 p.m.is 0K for me. 3 p.m.suitsme. 3 p.m.is fine.

I look lorward to seeingyouagainnext week. It is usual to confirm arrangementsat the end of the message.More informally you can say: See you next week.

Canyouconfirmthemeetingon the21stin Bonn? This is useful for confirming or checking arrangements.More informal: ls nextTuesday'smeetingin Bonn stillon? Are we still 0K for the 2lst?

Weneedto finalisearnngementstoday, Youcan useneedtopointout the importance of something. Weneedto contacthimimnediately. Youneedto checkthe detailscarefully. I want to meeturgently ... To pointout the urgencyof somethinguse vocabularysuchas: We'llhaveto do thisimmediately. Thiswill needimmediateaction. Thisis a prioriU. Thd parposeof the meetingis to hrief you on the prohlem,... Tobriefsomeoneis to give informationabout something.

Bririrft/fncrican

dilcrormr

::1:.,, [i16fl;6[ ' B*tlah cantasn ,:'.:. ,gpt6(t@iql "' ;: (also ueedin British Engtish) lft in my diary.

lfs in ny datebooAcabndar. Note:In AmericanEnglish a diary @r journallis a book in which you write ' down the thingsthat happento you eachday (alsoin BritishEnglish). :",rrlffi$'}iigEg-,an' '." 'Wa'l!neeton/attr:ack2 at platrorn 2 at he train station. the statian. e

a meeti

Settin Setfingf tlre agenda

Dearall, for Friday's meeting andlet me knowas soonas possible Canyouhavea lookat theagenda if youwantto makeanychanges ;ih, iil# ;#Wffi anyreason. iffifor Meeting MonthlyReview - Alrrdr 4 August Time: 10:00 Room2 Conference *ffi,iiiii

l: SP IM JK BH RA Sffifitr#I$ffi 1 ffiffiWffi 2 3 4

ffi}ffi';roding Reviewof 2nd quartersales for nextquarter Salesprojections

5 f,oB 6 S**{;:ngt mq*liog Thanks Dan

Ghanging

lfre agenda

To: ExecutiveTeam From: DonWiLtis Date: 21 October SubjectAgendaitem change for this week'ssatesmeeting.As Sharon ffi*tfr*i#r*t tiffi{i{ Despoiswitl be away,I:i*lii1*: ia ffi#ik$'{ildlr Wenowhavea stot to discgssCustomer SeMce.Coutdyou a[[ thereforesendyour reportsto Jane

bywednesdav? ffiliwlrdtsi:ffirt{t*lfi*h*fi$$ ilegotiating changes Emma meeting.Unfortunately, Youaskedmeto presentthecostsfor theCP2modelat tomorrow's ffi I not figures. today, so am able to access the kl**; * W ffiffii'

EW*ti

iWe

g?

Martine Finalising arangemente managers To all departmental Canwe meet in my office tomorrow at 8:30a.m?l*t the staff inductionday on Monday? #lffifor we are expectingmore than 25 new employeessoi#*ffit*,*

ffii Jim Downs

}ffiffi* ilmffi:dffi

Pleaselet meknowin advanceif youare unahletoattend... I amunable to attendis a formalwayof sayingI can'tcome. ln advance meansbeforehand. Agenda An agendausually shows date, time and venue as well as all the items for discussion.

Venue: The venueis the placewhere the meeting is held.

Participants: fhe participants arethe peopleattending the me et ing.lt is us ualt o i n c l u d eth e n a m e s o r initials of the participants.

Apologies The first item on the agenda is usually apologiesfrom people who can't attend.

Minutesol lastmeeting Theninutes area summary of thepoints discussedand agreed at the meeting.The chairpersonusually circulatesthe minutes of the last meeting to everyonewho was present: l'm attaching the ninutes of the last meeting. Here are the minutes of Friday'smeeting.

AOB Thisis A08 standsfor anyotherbusrness, alwaysthe lastitem on the agendato discussany otherissues. Dateol nert meeting Note how the articlethe canbe left out when writingin noteform: (The)Minutesof (the) lastmeeting. (The)Salesprojectionsfor (the)nextquafter. Pleasenotethe changeto item2 on flte agenda. .. An agendafor a meetinghasitems(subjects) whichare discussed. Pleasenoteis a formal way to point out Youcouldalsosay: changes. Pleasenotethat item2 on the agendahas now changed.

.. . I havemovedthe lnternational Strategies paperto nert week. ltemson the agendacan be moved.Other verbsto usewith agendaare: Pleaseadviseif you wantto makeany amendments to the agenda. Thereis a changeto item3 on the agenda. Couldyoudtaft an agendafor Fridaybmeeting? Shewill circulate theseto eyeryoneprior to the meeting. Tocirculatepapersis to passpapersaround to everyone. Priortolsa formal expressionlor before. ... out compatet slstem is down ... Tobe downis an expression which means not workingwhen usedfor computers. ls it possihleto put this on the agendafor Monday's meeting? Youcouldalsosay: ls thereany chanceof puttingthison the agendafor Monday'smeeting? thisat Monday's Wouldit be possiblefo dr.scuss meeting? l'd like to run through the final anangements ... Torun throughsomethingis to look at the detailsto makesureyou arefamiliarwith everything. Youcouldalsosay: go Let's throughall the final arrangements. for tomorrow. Letbgo overthe finalarrangements ... we need to ensurethat everything runs smoothly. Torunsmoothly is to workwithoutany problems.

vgnug Apalagles A08:

pfosentarabse*t' ' : OtherN nfinished husiness fum tupic etaffinductlan newenptow, orienationday ' r.,. :r:,l:: :i..' .i;r'!ri:'ri,rtilt,iitt'.;';1':::;',1.:, dry.

r.lp frAqm[i ngfoIla,yytinutes

of a teeting Minutesof MarketingManagersMeeting Friday6th April Conference RoomC

Present: Don Room (Chair),Yu Liang, Martina Lenka,John Dawes,Doris Gonzalez,Jo Dent A oologies : J am i e J o h n s i$trlf

Completion Date

YUMUDG

ongoing

ML

24th May

JJ

8th April

1 Sales up by 25 per cent. ito DR. 2

3

4

Marketing Activity (i) Trip to CzechRepublicMay 13-19. S{f&CIto team - 24th May 10 a.m. Room C1. (ii) New brochure ready for distributionon 8th April.

Targets Targetfor next quarter - aim for 30 per cent increasein sales. gfuk# ir&rvf,srr wi0r kF to publicise success. DR

end April

AOB Congratulationsto marketingteam on excellentperformancethis quarter.

Next Meeting: 13th April 11 a.m. ConferenceRoom C

Suggested amendments DearDon

&ruiffiffiffi,if**!ffiffiffi**

andrealised that I'[ be out of the countryagainon the 24th. for mybriefingto theteam.i*ffi k if this datesuitsyou?

Sorryaboutthis. Martina

Gomments HI Don, Sorrylcou|dn,tmaketoday'smeeting.ffi(item2ii);|,vejustheardfromthe printersthat therehasbeena problemwith the machine,so we'reexpectinga delayof about three days. Theywill still be readyin time for Martina'strip. fifr****?tffiffitheylook great! i*fornextquartertoo'We,||haveabusyfewweeks! Jamie

Tfranks Don our performance this quarter.ffiffi Everyone hasworkedveryhard.sffiffi! duringthepastfewweeks. Liang

ffiiffi

Not

I I

Actionhy The minutesusuallynamethe personwho will carryout the actionsdiscussed. A completiondate(dateby whichsomething mustbe done)is alsousuallygiven.

I suggestthe2ndJune.

Beview of last quarter'spertormance Thisis lookingbackat the company's activitiesduringthe pastthreemonths. Notealso: Previewof nextquarterislookingforward at what will happenoverthe nextthree months.

to Canyou pleasesendoutan amendment everyone,... An amendmentis a change.

All teamsto provide weekly report... Writingin noteform (leavingout verbs, articles,etc.)is commonin minutes. Brochureto be readyby $thApril. CongratuIations to marketing team. Press0fficer to contactlocalnedia. Briefing... This is a meetingat which informationor instructions aregiven. Therewill be a briefingmeetingat 2 p.m. Couldall nanagerspleaseattendthe team briefingthisafternoon? Scheduleinterviewswith Press... Toscheduleistoarrangea date. Pleaseschedulethe meetingfor Friday. Canyouschedulethe interuiewsfor nextweek? l've just looked at the minutes. .. Justis a usefulway to start a memo or email.Seealso; l've justreadyourreport. I've justseenthe latestfigures. We'll need to reafiange a date ... Youcouldalsosay: Canwe seta new date? Canwe rearrangethe briefingfor next Monday?

This is a formal way of making a suggestion. More informally,you could say:

Whatabout2ndJune? Letbchangeitto 2ndJune.

Be.thenew hrochures ... Fe.meanswithreference foandis shortfor (Seealsotheappendix regarding. on page95 for common abbreviations.)

Bytheway,... Herebytheurayisusedto givefurther information.lt can also be used to introduce a new stubject:

Thefiguresareveryimpressive. Bytheway, whenis th'enextprojectmeeting? I was interested to seeournew salestarget... Notealso: It wasinterestingto seeour new sales target... I understandfromthe minutesthat we have a new salestarget... Thankslor your commenbon ... Moreformally: I appreciateyourcomments on ... grateful your I am very for commentson ... I've passedon your congrutulationsto the team. Topasssomething on meansto give someone message information a or from someone else. l'll passon yourthanks. Couldyou passon the messageto himplease? Thankyoa for all your support... help.For example: Supportmeans Yoursupportis greatlyappreciated. Thankyoufor supportingme.

Practice 1 Ghoose a word from the box to complete each sentence. available manage

availability suits

suit

-W

ExlMpr^E: Whichis . .b.eSt . . foryou,the14th,1Sthor 16thFebruary? a Canyouletmeknowyour. . . nextweek? b Canyou. .

.2 p.m.tomorrow? .. . you?

c Wouldlfth January d W h e na r eyo u e That

.........? . .. me .

2 Select an appropriate phrase to begin each sentence. We'llneedto

youfor Canyouconfirm Thank

Canyoupasson

l+m-lee*+ng{onliaidPlease letmeknow Whatabout I wouldbeverypleased

youonFriday. ExlMpTE: .l atu,,r. lppking.fgrwar4. . to meeting 1 ...

..cir culatethem eetingnotes.

2

...

. . allyourhelpduring theproject.

3

..

4

...

5 ... 6

...

7

.. .

...mycongr atulationstoever yone? .'.thedateofthemeeting? .. if youwanttom ake anychanges.

.....i ..r...

..tovisityounextweek. . . meeting forlunchtomorrow?

Mateh the words with the correct definition. I to brief1 i Tosendinformation to a number of people. \ place. 2 item ii Theplace whereaneventtakes \ \iii 3 minutes Togivesomeone theinformation theyneedto dotheirwork. 4 agenda iv A specified timeduring themeeting whena specific subject canbediscussed. 5 participant v Oneofthesubjects to bediscussed at a meeting. 6 venue vi Anofficial writtenrecordofwhatis saidat a meeting. 7 circulate vii Someone whotakespartin a meeting or conference. I slot viii A listofthesubjects to bediscussed at a meeting.

4 Complete the puzzle below and find the keyword.

1 CanI havea copyofthe o\ge\44.

f ' ma f r a ihde 'sn o to \ .... y 3 H o w m a nP.... 4 IthinkI'mfree.l'lllookinmy 4 2

I

I : I

. . . before themeeting? . . . onM onday. ...w e reattheconfer dnce?

meetingnow.We'llhaveto Y I can'tmakeMonday's . to the minutesbeforeI sendthemout. 6 We'llneedto makesomer't ...meonth e A me ric a n ma rk e t ? 7 C an yo ub.... 5

I I

C anyo u takethet41...

.... o ft o d a y 'me s e t in g , J o h n ? at Sarahcan'tbe heretoday- shesendsher

a ch a n g e to th e fit..... rst 1 0 T h e r eb' se e n

.. ontheagenda. please? ...them eeting notesto ever ybody 1 1 Sa n d c ya , nyo uc.... g iuveu saq u i cks.... ... ofpr ogr esssofar ? 12 Pa u l , c a n yo = ar. KEYWORD Use the note and diary page below to write a short email to all staff in the Marketing Department. Write about thirty word$, using the language and notes in the unit to help you.

ll| | e ssa g e For:

Piewe

From:

Hatrrk

Date:

FviafatY lOfh |taty

|he Aefails? Piew€, emaril everyorte lo fell theu'r with all ltarvlretrtg star$P' auzt rraeetirtg at agarrise yore Carr uarY o Dafe - Trresa\arY l4*h Z hot^rs *- $te besf Hyqe - well \eezt ury a\iatny o -ripre - look art hew bvochqve a €hbiect - to a\isct^ss otrv roor'^ o Ve\he - corr€ete\ce barc\c Ptor"r fir rsfevataur' Tha\ks - See yotr whert I gel

6 Gomplete the sentences with a suitable preposition. please? ExIMITE: Canyouputthis..qh... theagenda a

The r ewillbea Health andS afety meet in g tomorrow.

b

ThenextSeniorManagementteam meeting will be Wednesday May18.

c

All agenda items. Thursday 22.

d

I wantto meet 8:00a.m.

e

Please letmeknow.

f

I wouldliketo briefyouall

themeeting

. P ie t eG r o d o y o' sf f ic e . . . . . . . 3 : 1 5 . 10:00 a.m... . .. . .

. Monday 26shouldreachme

all Department Heads

. the PortValeSitetomorrow. . .

advance if youwantto makeanychanges. . the latestsituation

. Germany.

En lrtes Some useful phraees. for a newsupplier. We arelooking in yournewrangeof products. We areveryinterested Please sendus a currentpricelist. Thankyoufor yourinterestin ourproducts. brochure. a copyof ourlatestcompany I haveattached I will sendyoua copyof ournewcatalogue. on ourwebsite. Youwill findfurtherinformation havea lookat ourwebsite. Please withthenewmachine. We arehavingproblems Whatwouldyouadviseusto do? Whowouldyourecommend? Sorryto hearaboutyourproblems. EFPC? Haveyouthoughtaboutcontacting them. recommend I canstrongly It'sa veryreliablecompany. YoucouldalsocontactUniversalTools.

e

Messae sl A gendral enquiry We are looking for a new supplier of healthcareproducts and your company has been ,togetherwith information on recommendedto us. !!W.W@!* *#b delivery times and costs. We would be grateful if you could include ..[1ffiqe Best regards P auloS am b u c c o

A reply DearMr Sambucco Tt*[H]S0eiftrl}.surh*$s*,klcrw

&sn

iffiil,i&ffiffi$#*,&,m,byour

colleaguesin Sweden.We offer a wide range of products, all basedon natural materials and

w* bdcffirM buyfng*'!smfr&{NFwg*ffieit* Yourylll,r{i$d,Iilrth*rln&rm@ Qa,$ryr,w&&.Please emailmeyourpostaladdress and lly8l.,r*nili,Ws,*gs#'.rtsxrw*rleggWe havelocalrepresentatives andI wouldbe happy to arrange a visit. I look forward to hearing from you. Yours sincerely FrancescaMaurois

A furtlrer request . :ffi;tl*it*. to my enquiry.Yourcataloguearrivedyesterday. Would it be possiblefor one of your representatives to visit us?il ,ffiFffi.i* thereare a numberof thingswhichwe would liketo discuss ffi;F#lltffitbut face-to-face. Bestregards PauloSambucco

A reply Thankyou for requestinga visit from oneofour representatives. EvaGaveaux,our seniorsales managerwill be in Italy during the last two weeksof May.Wnil&ii$il*Srhil*ffidrm, not, perhapsyou couldsuggestsomealternatives. tc,ffiiffi1lf Looking forward to hearingfrom you. Francesca Maurois

A coYer note

With compliments fls vequestea, Ichowi* you reqtaire arty *uvthev ih*ovqrrtio\. RegavAs Fvarrtcescarftarurois

Please let y,re

Notes Pleasesendmea currentprice list,... Somecommonphrasesfor requesting information: sendus information about... Canyou(please) Couldyou(please)senda listof yourproducts... Canyoulet us havemoredetails. ... somesamples. are examplesof products. Samples Thankyou for your interest in our products. Otherresponses to an enquiryor request: information Thankyoufor requesting about... Thankyoufor yourenquiryabout... Thankyoufor enquiringabout... Youremail was forwarded to me ... Toforward(Iormal)meansto sendon ot pass on.Usefulexpressions: I will passon yourmessage. Yourletter was senton to me. Pleaseforwardthismessageto the appropriate (tormal) depaftment ... we helieve in huying lrom Fairtrade organisations. Notethe useof the -ing form after to believe in, insiston,be interestedin, to be goodat. Examples: We insiston buyingfromlocalproducers. Weare veryinterestedin doingbusinesswith yourcompany. Thecompanyis goodat dealingwith problems. Fairtrade organisation s are organisations which literally'tradefairly'by doing businessdirectlywith the producersof goods,especially from developingcountries. Youwill find further inlormation on ou wehsite. Otherphrasesfor referringto the web: More detailsare availableon the website. Youcan find out moreby loggingon to our website. Ourwebsiteaddressis wruw.zp.net.wld Visitour websiteat ... ... I will send you a copy of our new catalogue. Responding to a request: you l'll send our brochure.

l'll makesureyoureceiveourcatalogue. l'll postit today. Manythanksfor yourpromptresponse ... Alternatives: Manythanksfor yourquickresponse. Thanksfor gettingbackto me so quickly. We are very interestedin orderingfrom you ... in. Noteagainthe useof -ingalterinterested WouldMay 24th he a suitahletime to visit you? Somealternatives: DoesThursdaysuityou? Whatis the besttimefor you? WouldMay24thbe 0K?(informal) ... I enclosea copy ol our latestcompany hrochure. Someusefulphrasesfor covernotes: I haveenclosedthe report. Thereportis enclosed. Herewiththe informationyourequested.

Bririrh/laoricaa frwccr Britirh American postaladdress mailingaddress enquiry/inquiry Note;enquiry/inqaryexists in AmsricanEnglishbutis not oftenused. catalogue catalog A conpliments Note:this expression is not stip ueedin American English; omployeeeofrenhave memopadsprintedwith theirnamestFromthe desk of JaneDoe)to usefor shon notes. I'll postittoday. l'll'wailittuday. Vfsudfl4thMay WsutdMay24thbe 0K? (Pronounced be0K? Maytwenty(Pronounced fourthl th€twenty-fourth of May) DoesThursday Is Thursday 0K wiilryou? in suity.w,? {alsousod BritishEnglish}

AAesEa Specilic

enquiries

DearBill We are havingproblemswith the new machinethat you installedfor us in the NewYear.Every time we run the machinefor more than four hoursit overheats.Our engineershavefollowed all the instructionsin the manualbut thereis no improvement.ffil*i*SffiffiW Bgr:tftr,;l$ffii:doyou know wherecan we obtain parts for our DCI equipment?Our handbook doesn'tlist local suppliers.Ait'WrW, Many thanks Lee

Aduice and rocornmendations

Sorry to hear about your problems. l'd like to send one of our engineersto your factory before offering any advice. He should be with you by 10 a.m. tomorrow. In the meantime,ffi

brqr'*Ct,$lt$*l$iil::ii As for the parts-:ffie$fi*

.diil

Wehaveusedthema lot andl can

stronglyrecommend them.Theirdeliverytimesaregood andthey arevery reliable.Also yari wf*! li - their numberis 604934. U Bestregards Bitl

A request for informafon trl yourwebsitewww.eng|ish4.co.uk Ihavevisited andtll$*il ffit$l f#ffiffill#iiffiffiffi*,ffi yourcourses. about I would liketoattend a general business Engliih inFebruary. iouisesiarting i lf youdo notoffera suitable courseat thistime,pleaserecommend an alternative. I studied forfive English yearsat schoolandthreeyearsat university. Bestwishes J os eS anc hez

Forwarding a requcst Dear.lose ji. 5* business English iiffiiffii ; ,' iit*tf$fii:$general gdq!i*t.in February. I haveforwardedyourenquiryto FiltonCollegewhichrunscourses throughoutthe year. Bestregards MilrisaLerte

Prouiding

details

E Dear Jose ti$ffi#1f$#* ,&ffi*e*t*,l*tlfrtW, Regards Vera Baxter

I have attached a copy of our brochure ffi ft{*d Pleasecontact me if you have any questions.

Notes Whatwouldyou adviseus to do? Alternatives: Whatis youradvice? Canyouadviseus? Doyouhaveanyadvice? Notethe spelling:verb-s; noun-c. Also:practiselvl; practice(nl. Youwill also seeadviseusedto meantell,let us know inform.Examplesare: Pleaseadviseus whenyouarrive. l'll adviseyouas soonas I know. By the way, ... This is a usefulinformalphrasefor introducinga new topic. By the way,I will be visitingDCInextweek. Are there any that you can recommend? Otherusesof recommend: Whowouldyourecommend? I canstronglyrecommendGudul. Theyare highlyreconmended. is ... My recommendation Werecommend using... ... itb hest notto start the machineagain until he arrives. Youcouldalsowrite: (Please)dont staftthe machineuntilhe arrives. Wedon'trecommendstartingthe machineuntil the engineerarrives. ... have you consideredcontacting Gudul? Usethe -ingtorm afterconsider: We consideredbuyingfromRoxo. Wehaveconsideredusingthem. you ... could contactUnivercalTools... Otherwaysto makesuggestions: Whydon'tyoutry UniversalTools. WhatabouttryingUniversalTools? I suggestcontacting... ... I would be gnteful if you could sendme further inlormation .. . This is a politephrasefor makingrequests. Also:P/easesendme ... Couldyoupleasesendme ...

Thankyoufor yourenquiry. youforcontacting Thank us. Otherphrases: Thankyoufor yourinterestin ourcompany. I'n afraidwe donotrunany(...1counses Youcan usel'm afraidas an alternativeto unfortunatelyand I'm sorry: I'm sorrybut we don'trun any courses. we don'trun anycourses. Unfortunately With referenceto your enquiry,... The formal phraseWithreferencetois sometimesshortenedto 8e,and Withref.to in lessformalcontexts: Re.youremail. Withref. to yourenquiry. However,it is morefriendlyto saysimply: Thankyou for yourenquiry. Youcan seelurther detailsol our schoolby going to our wehsite. It is helpfulto providesourcesof further information: 0ur websitehasfurtherdetails. Pleaserefer to our brochurefor further information. Letme knowif youneedfurtherdetails.

Brilish/Anruican dlftrurenr American British If you do not offet an lf you do not offer a suitable appropriateprogrcm. course. lstudied... at school.

practise (not usedin American English)

Note:$cfoolin American Englishrefersto all levelsof edueation.Wharsdid yougo ta schoal?generallyrefers to tho.highest16\€lyo.u complated,usuallycollege or university.Americans say collega,even if the instituti.on they attendis a university. practice {for both verb and noun} ,

Practice Gomplete the sentences with a preposition. Manythankr.fp:t yourpromptreply. ExIMILE: post. i n fo rma ti o n .....the a l h a v ep u tso me . . . . . buying fromlocalsuppliers. b Webelieve n e w su p plier . c W ea r el o o ki n g .....a BMES. y..... d I h a v e fo rw a rd e d yo u re n q uir canwe buyspareparts. . . . . ourmachinery? e Where . . . . . yournewrangeoffurniture. f I aminterested g . . . . . r e fe re n ce .....yo u re n quir I have our latestbr ochur e. y attached Write the correct form of the verb with , -ing or infinitive with to, in these sentencea. EglutprE: Weinsiston._b.qyjy,j.. . . (buy)fromlocalproducers. (hear) about allyourproblems. a Sorry (start)the process is ready. untileveryone

b lt'sbestnot c

Mr Roulins expects

. d Sheplans

(be)in Boston nextweek. . . . . . (arrive) earlyintheevening. (solve) problems.

e Ourstaffaregoodat f

in . Weareinterested

g Werecommend youfor h Thank

. . . . .{buy}from Fairtade organisations. (use) Gudul. (get)backto mesoquickly.

i Youcanfindfurther details by. . . .

. . {go}toourwebsite.

Write these $entences in another way. Refer back to the messages in this unit. ExlMpTE: Youwillfindfurtherinformation onourwebsite. gr .t9. .o.h'r. Wgb Si-fg For fu rther inform ation,. :tgf yousomeinformation. a I haveposted is in . .. Someinformation thereport. b I haveattached Thereportis c Whatwouldyouadvise? W h a ti s

..........?

isstrongly recommended d EDR byourcompany. strongly Ourcompany thesystem e Youcouldtry closing downfirst. ........?

Whatabout f

we donotarrange l'mafraid delivery. l'm. . .

. we donotarrange delivery

4 Which sentence in eaeh pair is the more informal? Tick / the correct sentence. yourpayment thismorning, willarrive attheendoftheweek. a i Further to ourdiscussion o i n g to p a yyoauttheendof theweek. ii Asl s a i de a rl i e r,w eg're

tr

a

i Please findattached a copyof ourhandbook. ii l'veattached a copyof ourhandbook. youthatwe shallhavea standat theexhibition. in advising i I havepleasure to saythatwe aregoingto havea standat the exhibition. ii l'm pleased i Please contactmeif thereareanyotherproblems. ii Pleasedo nothesitate to contactmeif thereareanyotherproblems. i I amwritingto adviseyouthatour representative will visityounextmonth. will visityounextmonth. ii Justto letyouknowthatour representative i I havebeenconsidering the Inkoofferandbelieve thatwe shouldacceptit. ii I thinkwe shouldacceptthe Inkooffer. i Please sendmethereporton Fairtrade. ii I wouldbe gratefulif youcouldsendmethe reporton Fairtrade.

tr T

tr tr tr tr T

tr tr tr T

tr

Match the two patts of the sentencos used in making enquiries. 1

l'd liketo know

2 3 4 5 6

problems Wearehaving Wecanrecommend Wearelooking l'llsendyou Please refer

7 8 9

Wewouldliketo arrange We wouldbe gratefulif | couldn'tfindthe information

a b c d e f g h i

somemoreinformation aboutourproducts. to ourbrochure. deliverydate. arranging a suitable youcouldsendus moreinformation. wherewe canbuyspareparts. in London. a supplier onyourwebsite. for a newsupplier. a visit.

6 Order thc sentences into a response to an enquiry. Enquiry I a I haveattached a copyof ourlatestcatalogue. youforyourenquiry b Thank pricesandoffers, c Forthemostup-to-date d Asrequested, youneed e lt contains alltheinformation pricesandtermsof delivery. f concerning g I lookforward to hearing fromyousoon. h visitourwebsite atwww.efpc.co.uk. Enquiry 2 contact MrJanJuoma. a please b Youasked about ournewrange ofequipment c lf youareinterested in a demonstration, youforyourinterest inourcompany. d Thank e andI enclose ourbrochure. f I lookforward to hearing fromyou. g Hisemail address is:[email protected].

T U T T

tr T

tr tr T T I

m tr T

tr

7 Gomplete the sentences with a form of the word in brackets. youconsidered Have ... . Johnabout it? l'd beinterested inyour.. . : . . Whatisyour .........? youforyour. . Thank . . supplier. Weneedto finda more Find ..... o n toour website. o u t m o re b y.... lhave ...a co p yo fo u r br ochur e. h Yourmessage was. . . to us. a b c d e f g

(contact) (recommend) (advisel (enquirel (rely) (log) (attach) (forward)

I

with G}*x#*,rp,,*,Ffr1fq*

ms

Some useful phraees. We wouldliketo ordersomeitemsfromyourcatalogue. sendus a quote? Couldyouplease thattheitemsarein stock. Please confirm timeof fourweeks. statea delivery Yourtermsandconditions Thankyoufor yourorder. arein stock. thatalltheitemsyouordered I confirm themwithinoneweek. Wewilldeliver chargefor specialdelivery. Thereis no additional applies. Yourusualdiscount l'm sorrythatwe cannotmeettheagreedschedule. someproblems. arehaving 0ur suppliers yourmessage. to receive I wasverysurprised wasguaranteed. usthattheschedule Youpromised Thisis veryinconvenient. ourorder. We havestillnotreceived Couldyouletus knowwhatis happening? f*"''llh.

f NO' THERg'5

l,-)

\ r.,lor*pprrrosnu) I cun
Bequeedlq trl

a quote

DearRona qe

effi

whichwill arriveon 24 July.ffi

-ffi - assemblyof new furniture (seeattachedlist) - disposalofall packaging I estimatethat this will be no morethana day'swork for two people. With thanks Karim

Placing a first order trl DearSir tlt xradd ||1. to pleco m ordr urtth yrxr for the items listed on page 2 of your catalogue. Pleaseconfirmas soonas possiblethat theseare all in stock. ltrur,brnr::lEdeondldom rftm. fllwy,|hCaffi*:{di**W.&.t*in ll*lii| dkpttch l0orf. t - 3 wttl*r tm rit *r as we needthem urgently?lf there is iffi,ffifflf cnerge.pleaselet us know. Yoursfaithfully assistant) JeromeGilbert(Purchasing

A reply i tr l Dear Mr Gilbert Thank you for your order. crf b shct and ii*M fiffi {dud that we will deliver the.itemsyithin two weeks.Therewill be no exha chargefor delivery. With bestregards Brad Askew Sale Manager Placing trl

a Fpeat

order

Zhou How are you? We're pleasedto say that salesof the Alio range have been very good and for the following: a

Alio 3207=*ffi Alio 3215=2000pcs l'm alsointerested in ordering3 000itemsfromtheAliarangewhichareinffi*ffiffi in earlylulyandffiHq: frt*Slmi

ffi

Best regards Alima

Notes We hayerecentlyorderedsomenew office luniture...

I cancorrtirmthatall the itens youorderedare in stock...

A more formal phrasefor starting this message:

ln stockmeansthat the itemsorderedare availableand readyto sendout. The oppositeis: out of stock Thechairsyouorderedare currentlyout of stock.Weshouldhavesomenext week.

Withreference to ourrecentorderfornew officefurniture... Couldyou pleasequotefor: Askingfor estimates A quoteis anestimate. of cost:

Couldyougiveusa pricefor ... Howmuchis it goingto cost? Please let mehavea writtenquote. removalof existingfuniture Notethat itemslistedin a quotationare usuallywritten in noteform. Articlesfthe, a/an)areleft out. We would like to place an order with you .. . Toplacean order meansto order.Other verbsusedwith the noun order: Tochangean order,cancelan order,confirman order,to orderagain,to re-order Your terms and conditions state a delivery time of four weeks. includeprice,methodof Termsandconditions payment,deliverytimesetc. Wouldit be possibleto dispatch items | - 3 within two weeks ... Todispatchis a formalterm for to send. We will dispatchyourorderon receiptof (formal) payment. We will sendyourorderas soonas we receive (informal) payment. ... an additionalcharge... An additionalchargeisan extracharge. relatingto charges: Otherexpressions Thereis no charge. At no extra cost. Freeof charge. Itb includedin theprice. A fixedcharge.(Thepriceis alwaysthe same.)

... we'd like a rcpeatorder... This meansthat the orderis exactlythe sameas the previousorder. 4 ilMpcs Pcsis an abbreviationfor pieces. /Seepage00 for moreabbreviations) ... yoar lateil catalogue. Thisis the mostrecent,the mostup-to-date catalogue. Could you give us a lirm delivery date ... Fftmmeansdefinite,fixed. Deliverydateiswhen goodsshouldarrive. Thedateof dispatchis the day the goods leavethe supplier. Deliverytimeisthe lengthof time between receivingthe orderand sendingthe goods. Totakedeliveryof is to receivethe goods. (Couldlou) coilirm that our usual discount would apply? Youcan alsosay: Pleaseconfirmthat we wouldreceiveour usual discount. A discountis a reducedprice: Whatkindof discountcan youoffer? Ourusualdiscountis l5 per cent. ::

:

l ' 1 : r: l : -r:

ffidlficnnc=er Brftbh Anrrlcan quote

quffiio{@iflnta lestimateis also used in ish English)

Yourc fai$fulty Yaurs tu$/sinicerety TodispatcV Toshif,sendout despatrlr {elsous€dJnBdtishEngtish)

with roblems1 Prtoblems wiilr

a schedule

EI Dear Mr Bassos ,limr*m$,:l&k3ry :Our usua|supp|ier is ffir*r$**ild if, experiencingdifficultiesand has warned us that there is a five-weekwaiting list for delivery of materials. l'm afraid ffi*;flldtcfulfibdtind:*rttdtle if we cannot find an alternative supplier. Yours B r endaHind

A roply Dear Ms Hind tr,{ffii*w$ iiln* i*.i$,wplfoe }oa n€sssge. You rmmd s,#Hdi.,&k,,*dt*diil*.ln*'g t: and therewould be no problemskeepingto it. Pleasetry to find an alternativesupplierof materialsso that that therewill be no delavs. Yours truly, Dmitri Bassos

Damaged goods

DearMs Hirst gs#W,l-:i$h.

ma*"d*lMl|ififfitllitwHfrf @r#nk,#fiilffikffi havecustomerswaitingforthegoodssoffi'lr*Wlforus.

of CD cases. We

'ffi*[gFm*$;#*ffiCou|dyouJetusknowwhenwecanexpectthem to arrive. Yours Eliot Banks

A reply

Dear Mr Banks with our delivery:dluf.@;We il.*$@ havesenta # Fqf:ynnM*i replacementorder to youfty,iffiffiirIt should be with you before l0 a.m. tomorrow morning. The samecourier will take awaythe damagedboxes. It is no excuse,but Offi,. r week.Pleaseacceptour apologies i**is*,ffiry.last that rngtq{s,llt*llt}.ffiIM Bestregards Jan Hirst

Notes I'm sorry to say that we may not be able to meet the agreed schedule. Notethe use of sorryhere: I'm/l wassorryto hearaboutit. I'm sorryfthat)we cannotmeetthe schedule. l'm sorryto tell/informyou that ... fn the sentenceto meettheagreedschedule, to meetmeansto keepto. ... we will lall hehind schedule... Otherexpressions: We willbe late. We will missthe deadline. Thegoodswill be delayed. I was very surprisedto receive your message. Noticehow,for the sakeof keepinggood relationswith the supplierat this stage,the writer usessurprisedratherthan annoyedor angry. You assuredus that this schedulewas guaranteed... Otherphases: Youguaranteedthe schedule. Yougaveus yourword that you wouldkeepto the schedule. Youpromisedus that you couldmeetthe schedule. 0n Friday lSth March we took delivery ol a consignment... Notethat we takedeliveryof goods. Whenthe goodsarrivewe canslgnforthem. 0n unpackingthe hoxes,we found ... theboxesmeansas soon as/ 0n unpacking the boxes. whenwe unpacked 0n openingtheboxes,we saw ... 0n readingthe instructions,I noticed... ... that many of the caseswere damaged. Somecommoncomplaints! Thegoodsarrivedlate. Thegoodsweresentto the wrongaddress.

inconvenient... ... thisis extremely Otherphrases: It was veryinconvenient. It hascausedus a lot of inconvenience. for us. Thisis a greatinconvenience We urgently need replacements. Otherrequests: Weneedthemimnediately. We wouldlike a refund. Wewantourmoneyback. I am very sorry to hear that you had prohlems ... Thewriterapologises and putsthingsright. I'm verysorryaboutthis. I'm sorry,it wasmy fault. I will sortit out immediately. (ref. F035il Bef.is short tor reference(number) on page95. Seeotherabbreviations ... hy couriet By couriermeansthat the goodswill be sent quicklyby an expressdeliverycompany. By expressmeansby expressdelivery. after By returnmeanssentimmediately receiptof a letter/order. . . . our regular packer was on holiday . .. Otherpossiblereasonswhy the problem happened: Thecomputersystemwas down. Therewas a fire in the building. Wehavehad a staffshoftage. A lot of staffhavebeenoff sick. ... our seruice was helow our usual standard. Belowour usualstandardmeansnot as good as usual/notup to our usualstandard.

Briti#Amr*m Br*tirh theagreedschedule anholiday apologise

ffolw Arrprican theschedulawe agreedon on vacation ryologize

Dealinwith Unacceptable

service

Dear Mr Dennis you havegiven us this year. Your serviceengi W$:iu*Wff,fi&x*i.rd$r:lk;ktnf:*i*f$ffi neverarrive within the promised24 hours and {Eiffit@:trffifi1*ffi,9i* iAs a resultfrelffirilS,,b;;ffi:iffiin#lt*A**oa you like to meet to discuss o@*,Id how things can improvein the future. Yours sincerely CatherineEasterbrook

Reply el DearMs Easterbrook Thankyou for your letter.I srr slrtr torrt to lrce r&ryt tlm,,Bffib ilt'sr,ffi:t*ili, I haveforwardedyour letterto our customerservicemanageraskinghim for a full c$ff*ii!!d. report.WeshouldmeetassoonasI hearthaa*clxil$ of hisinvestigations. *"@rS. G ldi r?ort bt thc crd of th|r rrecL. Yourssincerely MartinDennis tisleading

information

Dear S ir We have still not received this order. lt says on your website that you will deliver within three days and it is now five days since we placedthe order. Could you let us know what is happening. C hr is M or an

ReplV trl Dear Mr Moran We are very sorry that you havenot yet receivedyour order and . F*poforyflm,r ffi;;,r *me**tmdhgicaused by the information on our website.Delivery to addresses outside Europenormally take five days.,*|h.&&g,,to keepour websiteup-to-dateand I havediscussed this matter with our websitemanaser. Your sincerely PeterWieser

Beiecting a complaint DearMs Ono With reference to your complaintre orderno. 376,our qualitycontrolstaffhavetestedall the p.lnilff 0p** since goods you sent backto us. fftgil,H*:!ffimfr ffi#l{ll rryf#, , they meetall our qualitystandards. However, as,t,g we will acceptthem as unwantedgoods and wi|| issue,*llilrli ;aS, 1,f*r1,ffir** :sn*i t$d$.! l Yourssincerely Sergioda Silva (Customer service)

Notes Weare veryunhappywith thelevelol service... Some strong complaints:

Wewereverydissatisfied with... Yourlevelof seruiceis unsatisfactory. Thesedelaysaretotallyunacceptable. .. . we alwayshaveto wait for sparepar6. Notethe positionof always,and othertime expressionssuchas: never,rarely, occasionally, often,usuallyetc.in a sentence: rarelyanswerthephone. Thesalesdepaftment Thegoodsneverarriveon time. Weoftenneedto remindyou.

... we apologise ... for anymisundeffianding Notethat we apologiseforsomething. The expressionsWeapologisefor/Please acceptour apologies are moreformal than Wearesorry.Otherformal phasesfor for ... apofogising:I sincerelyapologise My sincereapologies. We do try... Do/does especially are addedfor emphasis, whenthereis disagreement. Wedo needto improveour seruice. Thetermsandconditions do state...

... we have had to shutdown production on three occasions. Phrasessuch as on threeoccasions, every monthetc.cancomeat the beginningor end of the sentence: we havehadto shutdown... 0n fouroccasions Everymonthwe haveproblems. Wehaveproblemseverymonth.

I regret that we cannot accept the retum as faulty goods ... Note how we use regrettoexpressa polite rejection: I regretthat we cannotdeliveron Sundays. Politebut lessformal: l'm afraidwe can?accept... l'm sorrybut we can'tdeliver,..

I was very softy to hear ahouttheproblemsyou have experienced. Lessformal: I wasverysorryto hearaboutthe problemsyou'vehad.

... a goodwill gesture,... A goodwillgestureis a friendlyand helpful actionwhichis goodfor maintaining businessrelations.

... the outcome... An outcomeis the result(of a process). I do not knowthe outcomeof theinvestigations yet.

... a credit note. lf goodsarefaultythey can be returnedto the supplieranda creditnoteis issued.This documentinformsthe customerof the moneyowedfor the faultygoods.

I expect to receive his report hy the end of this week. be usedinsteadol expecttoor Shouldcan hopeto: I shouldreceivethe reportby Wednesday. I'm hopingto receiveit by Wednesday. I shouldhearfromthemtomorrow. I expectto hearfromthemtomorrow. We have still notreceived this orden Problemswith deliveries: We are still waiting for the delivery. Thedeliveryis now two dayslate. Weneedit urgently.

I trust this meels with your approval. This is a formalexpression. Notealso: I trustthisis satisfactory. To be fessformal, use:I hopethishelps. I hopeyouare happywith this.

n mf Brtti$t Thesales

furlricm

a credit note

a creditreteipt/ a uedit slip

Gtr

Iha salesdepaftnentnrely rdo,pf,r. l@'ng,',: 'Soirtr6rs&a phone. rarely'answer Note:AmaricanEnglishtreats tha phtne. cornp€nyand departmental nsrnesas singular.

Practice Ghooso the best alternative. We havestill not takenfleft/teceived the order. ExAMpf.E: a

We will sendyou a replacement order/enquiry/seruice.

b

the originalmessage to me. Couldyou change/checAforward

c

Youbelieved/assured/said usthatthe schedulewas guaranteed.

d

Pleaseaccept/make/take ourapologies.

e

Yourorderwill be quoted/damaged/dispatched on Mondayof nextweek.

f

l'm sorrywe can'tmeet/take/findthe schedule.

Gomplete the sentences with a preposition I amwritingto complain. *b.qtt\t . the lasttwo ordersyousentus. ExIMITE: a

We aretryingto keep

. . . . the schedule.

b

the goodsdidnotarrive. Unfortunately

c

Wewouldliketo olaceanorder..

d

Pl ea se letmeknowifyouhaveany p ro b le ms . . . . . . . . . . t h is .

e

arrive Th ecasesshould

f

Wea pologise

g

I amsorrythatwe cannotgiveyoua refund

h

We arestillwaiting

. . . time. .'.two machines.

. .. . 3 p . m. o nF rid aay t t h ela t e s t .

....themisun d e rs t a n d in g . . . . . thisoccasion.

. . . . the delivery to arrive.

We a r everyhappy.r..........the s e rv ic e y ohua v eg iv e nu s .Ma n y t h a n k s ! .' Match the two parts of the sentences. i

1

We needthegoods

2 3 4 5

| wasverysorryto hear l'msorrythat l'marranging phone Please

6 7 8 9

| sincerely apologise | havefonruarded | hope the information was Unfortunately

a b c d e f g h i

meif thereareanyproblems. for alltheinconvenience. notclearenough. yourletterto our HeadOffice. urgently. youhavehad. abouttheproblems for an expressdeliveryof yourorder. I cannotbe morehelpful. youarehappywiththis

The eight sentences below are part of a company's response to a letter of complaint. Gomplete each sentence with a verb from the box. haveexperienced to discuss to receive havesent return J.eftlng- will refund apologise youfor l.gtting. . . usknowaboutthe problems youhadwiththedelivery. Thank ExltsptE: you. . forthedifficulties a Weapologise . . howwe canimprove ourservice inthefuture,

b Weneed. c

... a reportfrom dispatch departmenttomorrow.

lexpect

youa newconsignment bynextday

we . . . d Thismorning delivery. e Please thedelivery cost. f

. thefaultygoods to usan(we . . .

we. . . Onceagain,

caused. foranyintonvenience

Match the words in the box with the words which have similar meanings in the sentences. additional

definite

dissatisfied

concerned

Jnost*eent-

promise

dispatch

a refund a discount meet

youforsending meyourtatest/.tt195.t. :r.g9glt . .brochure. ExIMITE: Thank . . about thelevelof service we received. a Wewereveryunhappyl b Wewillsendl

. . yourordertomorrow.

c Thereis noextral

. . charge forthisservice.

d Canyougivemea firnl

. . delivery date?

e C a ny o uo f f eru sare d u cepdri ce l f

Weareveryworriedl

g I canassurel

........? . . thatthedelivery will belate.

. . youthateverything willbe0K.

h Thegoods didnotarrivesowewouldlikeourmoney backl. i

l'mafraidwe cannot keeptol

. . theagreed schedule.

6 Read tllls letter of complaint from a customer and write a reply. Dear Sir or Madam This morning we receiveda consignmentof printers from you (Order no SN206).On unpackingthe boxes,we noticed that all the printers were damaged. Could you pleasearrangeto senda replacementorder as soon as possibleand arrangeto collect the damagedgoods?Hopefully, we will not haveto pay for this. Yours faithfully Ms JanineDuval Write a reply of 5O - 60 words to your customer: . thanking her for her letter . apologisingfor the problem o agreeingto replacethe damaged goods today o offering to collect the damaged goods, at no extra cost Use the texts and notes in this chapter to help you.

rt re Some useful phraees. Couldyousendmea shortreport? somenewagents. of thevisitwasto appoint Thepurpose Thevisitwasverysuccessful. inthe report. Thereis onethingmissing with ourproducts. aresatisfied 66percentof ourcustomers not satisfied. customers are A thirdof our rosebyI percentlastyear. Spending Costswentupfrom e 50000peryearto € 76000. Salesrosesubstantially. Therewasa sharpfallin sales. competition. in salesis dueto increased Thedecline Profitsrosein the lastquarter. Whatis yourrecommendation? youshould try a newsupplier. We recommend looking at someothercompanies. We suggest withinthreedays. enquiries Youneedto follow-up

information A rcquest

for information

Janet CsuH you &ryri,e4p{f Thanks

on your recentJapantrip, in preparationfor the next rM: I d appreciatethis as soon as possibleplease.

Simone

A shoil

rtport i .

,..: :i l

.,lffi*,,'Hs.* , Background ptrtin&c'il i,ftok Tk'&trryn*oof fiajfftwartotik tand appoint new agents to help promote our products in the Far East. Details 10 000 visitors attendedthe Tokyo Exhibition. O0$$,slWlor ruuu rrecliwd and 300 orders were placed. 2 new agents were appointed. Actions / Recommendations ; UYcns.d brdlorv up.sr*cloffinlr *;iB: Wo nconunsd th*fh to see our production processes, : 'iiiim,s Conc lus ions The visit was very successful,resulting immediately in new businessworth over f300 000. Japan will be *{rry'nt*{cfi for us for the future. Report by Janet Robbins 14th October

Asking for missing information ':' fanet Thank for the visit report.ffiffiSfffi:W showing total expenditureand anticipatedincome. Thanks Simone

Prouiding

firr{lrer

information

Cost Analvsis Exoenditure .*, ,1ffii'i.,i.':::,;.:,,,t*:,,: i:l]:i;ii,iji:i*riifi*ifi0&i;:t. r,,,r;,ti, . posting of catalogues $ 2200 . flights $ 2400 . accommodation $ 3600 ;ii ll *l $ 3700 $ 6 ooo ' staffing Total..€lp& $ 28400 .* r ftd.s 400000 Profit $ 371600

Notes Couldyou sendmea shortreport... youis usedto makea request. Could Youcan alsosay: Canyousendme a shortreport? Pleaseemailme a shortreport. ... Board meeting. TheBoardis the groupof Directors who managethe company. Wehold weeklyBoardmeetings. Themembersof the Boardwill holda meeting. Japan Visit Beport A formalor informalreporthasa cleartitle Theformatvaries and sub-headings. dependingon the purposeof the reportand individual companystyle,but usuallyhasthe followingsections: 'l'itle Background/lntroduction Details/Findings Actions/Recommendations Conclusions The purposeof the visit was to take part in the TokyoTechnologyExhihition ... The openingsentence of a reportclearlysets the scene: Thisreportshows salesfrom2000- 2003. Financerequesteda repoft on expenditure. 2 il)O enquirieswere received ... Usethe passiveto describeactionswithout sayingwho doesthem.Forexample: Severalcomplaintswerereceived. Therestaurantwas closedfor two weeks. 200new orderswereplacedtoday. We need to follow up customerenquiries immediately. Actionsand recommendations oftenuse verbs fike need,must,haveto and should: Weneedto supportour agentsoverseas. We mustmakesurethat we delivertoday. We mustensureour pricesare competitive. We recommendthat the new agentsshould visit the UK... Whenmakinga recommendation or you couldalsosay: suggestion.

Werecommendyou try a new supplier. Wesuggestlookingat a numberof alternatives. is to signthe agreement. Ourrecommendation ... a key market... A keymarketis a very importantmarketfor your products. Just one thing nissing - can you sendme the costanalysis... Usea dash(-) in an informalmessageto add a requestor extrainformation. Moreformallyyou couldsay: Thereis justonethingmissing. Couldyoupleasesendthe costanalysis? . exhihition stand E r0 ffi Bulletpoints( . ) areoftenusedwhen listing information, figuresetc.to makethe informationclearer. . expenses The moneygivento you by your companyto spendon companybusiness. ... Expenditure This is the amountof moneyspent.For example: Marketingexpenditurerose thisyear. Anticipated Revenue Anticipated is what you expectto happen. Saleswerehigherthananticipated. Revenue is the moneythe businessreceives from sales. Revenuelastyear exceeded$35K. ffiffllmnc!! Brttish exhibitianwnd

Amerlcan exhibitisnbooth

po&inE8f, catalogaes

nailingaf catelogs

... as soonas possible.

ASAP{pronounced ay-sap} {Thieabbraviationis also usedin BritishEnglishpronounceday-es-ay-pee but would only be usedin informal'emaiis.)

Prssenting numbers Visitor Feedback ;bd to the centre.* &*yn*r ,fiSiiffiStl ffi [email protected] under sixteen.* r#l*iffilffiiil,rf*r:* 9&:. and interesting. $fin$:.@ptresnils W,,S:ffi;ltGffirx i&ativt Describing

jffi&l*i

*lj , h*,0fi,*S fir,,

tronds

ie Dear Marcia You may be interestedin the findings of our recent survey: Findings In the summer, we analysedthe successof our new TV promotion by interviewing customers in different cities in Germany. Following the TV promotion, asbs lwrt up,bV,SS:ffi$Mlt*: in most major cities. In tl$rg;f,:lt*isrfrom lastyear'sfigures. However,in Hamburg,tffimcahtplilrof the smaller cities,the promotion was less successfuland tffi;;Wt*$ $lby 2 per cent.

taking

eomparisons

trl ProductSalesReport- FirstOuarter Comparedwith lastquarter,our supermarket Frozenfoods are still tffi our most popularproduct,with 52 per centof total sales,followedby breadwith 20 per centand soft drinkswith 10 per cent.

Drawing conclurfions

Sally Can you includethe followingin your productivityreport: Conclusion lfH*{A$ This low .l# moralewas due to the pay cuts that were introduced in March.:lffi$fi;*.i|fr|fi

r**it1x Jamie

&dfu,r

m;#*i#*i*i"

i

Notes Thisyearwe hadover25Un visitorc... Otherwaysof givingan approximate number: Wehad morethan25000visitors. Therewereabout25 000visitorsthisyear. (Aboutcanmeanmorethan or fewerthan 25 000./ A third of the visitorc were children .. . Athird= 33 per cent A quarter=25 per cent A half= 50 per cent Threequarters=75 per cent Approximately t) per cent of the visitorc said they found the centre informative . .. Youcan expressfiguresas a percentage. Francehasa 25per centmarketshare. 40per centof our cars are exported. Most people were happy to pay the entrance fee of &1.50. In BritishEnglishthe decimalpoint is written as a dot (.).Manyothercountriesusea comma(,). ... sales went up hy il) per cent, ... Otherverbsto describean upwardchange: Salesroseby 20per cent. 0rdersincreasedlastmonth. Salespeakedin June. Notethe useof the prepositions byand to in thesesentences: Consumer spendingrosefty l0 per cent last year. increasedfromI per centto l0 per Spending year. cent last ...there was a sharpriseof 40per cent... Otheradjectives to describea change: Therehasbeena s@ny declinein enquiries. Therewas a S[gbtdropin saleslastmonth. Therewas a significantimprovement in orders. Therewas a dramaticrisein profits. ... sales droppedslightly ... Otherverbsto describea downwardchange: Profitswent down lastyear. Salesfiellin January.

0rdersdeclinedlastmonth. Numbersdeueasedin July. Slightlyindicates a smallchange. Otheradverbsto describethe degreeof change: Salesfell significantlylastmonth. 0rdersdeclinedsteadilvlastquarter. Profitswent downdramatically. .. . sales are higher. you can use Whenmakingcomparisons expressions suchas: Saleswerehigherin Aprilthanin May. Thismodelis moreexpensivethanthe old one. Chocolateis our mostpopularproduct. product. Thisis the/eastsuccessful Lastyearb lall in productivity was a direct resultof low morale. Alternativesto a directresultof: It wasa consequence of low morale. It was due to low morale. Moraleis a mentaland emotionalcondition of enthusiasm, confidence and loyalty. Thesepay cufs werc responsiblelor the increasein sick leave. Afternativesto to be responsiblefor: Thepay cutscausedtheincrease... Thepay cutsresultedin an increase...

ffifficum Britbh

Amcrican

75%*threequarters also:I fourth; threefourths l0l = onehundred also:101= one andone one hundred e*t*0r centre Ld:st'yerdirk'fall in Lattyearkdrop productiviry, in praductivity; (al*ousedin British *ttrt) ... an increasa in sirlk, an intrsasein the tesve" number of siekdays. nst used in lsickleave {aldr ussdin British AmericEnEnglieh) . Englistrl

Practice I Look at tttre company sales report below. Decide in which part of the report (A - Dl you would find the information 11 -71. ITCplc

SalesReport lntroduction

A

Findings pgy.c.e.nt. qqg ftpf.. ip.t!e.!a.qt. t Saleq wqr1dwide 1qse.py.1.8.

C

Recommendations

D

Conclusion

V 2 3 4 5 6 7

roseby 18percentinthelastquarter. Salesworldwide Thisreportshowsthe breakdown of salesduringthe lastyear. Europe stillhasthe largestshareof the market. We needto increase in theFarEast. ouradvertising Overall, business wasverygoodlastyearandwe expectthissuccess to continue. per in the Far Eastfell Sales by3 cent. We mustappointnewagentsin the FarEast:

2 Underline the correct word to complete this report. SalesReport Introduction This reportshowsthe salestrendsfor the lastfinancialyear. Details a At the start of the year,there was a steady/steadierdrop in sales. b However,there was a sharp/sharply increasein March. in the introductionof a new pricing policy. c This was dueto/caused/resulted d Salescontinuedto risesteadilyin/onApriland May. The summersalescampaignwas very successful. e This resultedin a dramaticdrop/increase in salesduringAugust. Thistrend continueduntil the end of the year. Recommendations f We needto ensureour pricing policy is compete/competition/competitive. g We suggestinvesting/invest in further salescampaignsnext year. Conclusion h ln total/0verall, this was a very successfulyear for us. i Comparedwith last year,saleswere much high/higher/highest.

3 Put in an appropriate word or phrase from the box to complete the following report. due

JIJff€€c.

recommend

recommendation visitors

placed

I Introduction T h e . . . . .? l l l ? g tg ...o fth e re p o rtistoanalysesuccessofour m ar ketinginBr 2 Details a 25000 b 900enquiries weretaken. were. c 150orders

Fairin SaoPaolo. attended theTrade

3 Recommendations a Themain. . . . . . isto appoint newagents in Brazil. b Wealso. . . . .. opening anofficein SaoPaolo. c Weneedto makea decision bytheendofthemonth. 4 Gonclusion in business Theincrease was. Brazil willbea keymarket forusinthefuture.

. . . to ournewmarketing strategy.

4 Find 6 verbs in the square which show an upward or downward movement. EHlftPt-E: decrease

a

e

c

I

z

b

a

e

o

I

b

e

r

n

d

I

c

m

o

f

p

b

e

a

s

e

o

e

I

I

m

d

p

c

I

b

s

m

p

r

o

v

e

s e

m

Look tt the graphc below then use the phrases in the box to complete the report. Eachparagraph hasbeenstarted foryou.Decide whichgraph eachparagraph describes. I ....

2

Sales $

Sales $

Sales $ ta

at t

12 3 Year

12 3 Ysar

23 Year

improvement w drop -ss+eescful- lh€]€ffr resulted in a sharpdecline dueto verylow

Threeyearsagoweopened threenewshops. A: Alphaperformed wellinthefirstyearandsales. .YpS.g.

. . . . . significantly.

However, a change of ftanagement inyear,two ledto :

Fortunately, a newmandger wasappointed lastyearandtherehasbeena steady . sincethen. B InthefirstyearBNKwas. . th.e. !g.*qt. . . . successful ofthethreestores. Sales year.Thenwe were. anddidnotimprove muchinthesecond redesigned thestoreandthishas. . . . a significant insales. increase

c ln contrast, Geowasthemost.5.t+gge5.lf.q!. inyearone.Howevel sincethen, increased saleshavefallen. competition locally. Sa l easr eco n ti n u i n g to .... store.

... andwem ayhaveto consider closingthe

Some uceful phraeee. Justa quicknoteto saymanythanksfor sortingoutthe problems. youhavedone. everything We reallyappreciate Manycongratulations! W elld o n e l thecompany. Thisis to letyouknowthatI will be leaving visit me. comeand Please It wouldbegreatto seeyou. I was sorryto hearthatyouareleaving. I wishyoueverysuccessin thefuture. Goodnews! the resultsof the survey. I'vejustreceived Theresultsareverygood. donea greatjob! You've abouttheparty? Haveyouremembered We hopeyoucanmakeit. me. for reminding Thanks l'd loveto come.

Messages1 Appreciation

sorting out the problemswith the deliverieslast week. ffi. Look forward to seeingyou in Madrid next month. All the best

Jlixilln,{riiiih,irq&,,*owiw.St&for ,gict:s{ibw&& *-T,h.msUY,*$

Everyonehere in the Tripoli office has askedme to ffit}:t$ttgtffi*albr*re"g*rr:gm&rr. sendyou their bestwishes.We'll miss your visits-i*t*!ffi;ffild*,, With bestregards Tareq

A personal announcement Dearfriendsand colleagues Thlr k:.t0:*dF,ffi*,*rw ffilfin*.tirffi #DC,at the end of this month. After a very enloyablecareerin the BuenosAiresoffice I have decidedto move back to Brazil.ll#ffik** you are visiting Rio- you all have my mobile number! d:id$ig**tif With very best wishes Mario

Sayrng goodbye Dear Mario

*xt**,ffi!n'

,Wiru$iltffi$ilk&hl@

ffiffi;$**x**[#i***i*W:i

'*l*and,ilriffirffi*i;li*![i*{ Bestwishes, Alejandro Saying lfrank you

the conference in London last week. lt went really well. We ,AtiHft*trat$h*,1lr&'during are planning another event in Dubai in March and we would really appreciateyour help there. Let me know if you can make it. i A llt he bes t Ashia

Responding to tthanks detailswhen you havethem. Donna

Notes Justa quicknoteto saymanythanks... Notethe useofTusftoindicatethe startof a shortmessage: Justto say I havereceivedyourmessage. Just to remindyou that l'll be awaynext week. We really appreciate evefihing you have done. fo appreciateistovalue.The use of really makesthe meaningevenstronger. Many congratulations on your promotion. Theuseof manyatthebeginning of the Notealso: addsa noteof friendliness. sentence your help. Manythanksfor all Manyapologiesfor the delayin sendingthis. ... stayin touch. Usethis whenyou would liketo keepin contact.Youcan also say:Keepin touch. I hopewe dont losetouch. This is to let you know that I will be leaving EFPC... Thisistoletyouknowthat...is a usefulway to announcethe reasonfor sendingan email.Notealso: Justto let youknowthat ... Pleasecomeand visit me ... to visit: Otherfriendlyinvitations Pleasecomeand seeme whenyouarein Bristol. Youare alwayswelcomehere. Youmustcomeand seeus soon. I was very sorry to hear that you are leaving the company. Youcouldalsowrite: I was verysad to hear aboutit. Wewillallmissyou. It won'tbe the samewithoutyou. It has beena pleasureworking with you ... Youcouldalsosay: I havereallyenjoyedworkingwith you. It'sbeengreatworkingwithyou.(moreinformal) ... I wish you every successin the future. Sendinggoodwishes: Goodluck in the future. Goodluck with yournewjob. Enjoyyourretirement.

Thanksfor all yourhelp... Moreformal: Thankyou verymuchfor everything. I am verygratefulfor all youhavedone. I reallyappreciatedyourhelp. It would he great to see you there. phrases: Somealternative I'd be verypleasedif you couldcome. I'd be delightedif you couldmakeit. I'd be verygladif you couldhelp. Goodto hear that the event went so well. Youcanalsowrite: It wasgoodto hear... Notehow wordscan be left out in informal emailstg peoplewe know. Otherexamples: Veryhappytohelp= | am very happyto help Sorryto hearaboutit = | was sorry to hear aboutit. Lookforwardto hearingfromyou= | look forwardto hearingfrom you &ifirh/Amiean Bdtbh I wassorryto hear thatyou areleaving.

ffswoe American I amsorryto hearthat youare leaving. Nbte: Americsn Engliehoften usesthe presenttEnsefor this kind of cxpresgion.

Stayin touch,

Kaep in tuuch,

(also.usedin British English) Many congraUlations. fiongratulations, ln written English, Manyisnot usedin Manyisaddedhere this way in American for emphasis. English. lwitlbe leavingEPFC. I an teavingEPFC.

(phone} ;;#{:r* I wishyouevery Bestof luckin the succassfor thefuture. future..e,lso usedin (evelysuccess is not BritishEnglish) usedin American ll wish ... is not Ensrish) 'ou ... nrynobrtaulmbar

*"Jnllio.ln,,"n,

idessases 2 Good news g

Heli It rweridl ,i$,ffih of the Iatest customer satisfaction mgrtts:@*rmhd,fu survey and the resultsare very good. Sdd$rs*il$l*iffilii j ffi,iet*ail( I heardthar you're coming into the officenext week.Hopeto seeyou then. Macy

Replying to good news donea greatjob! l'll be in the officeon Thursdayso we can ile#,fffil$ l1[fi*ffF;:You've go throughthe resultstogether. Heli

Bad news {:t

Dear Olga r:*ed yonmtGffigewflllem,*i*,*om&.Mffilim f'nt x*As you know, he has not beenvery well for sometime. I'll be looking after his work while he is awayso if you need anything,pleasecontact me. Regards Tim Replying

to bad news

lal

Dear George ,b lwy I,r*n , *afffl$fi*li,| know you'll be worried about your work, but l'm sure that Tim can handle thingsl Takecare and make sure you get plenty of rest. €ilril.*i O lga

;;

A reminder Dear Sarah W,,AffiH*!*li@:h:rfur? We'd like to organisea leavingparty for her.Lhry*p***e,& . k i .*[ i **ru.Bythe way,do you think shewould like somegolf equipmentas a retirement present? Regards Duncan Replying

to a rominder

Duncan-i*titrfi$Wi*il**$iffi,#about Mona'sretirement.l'm sure shewould really appreciate somenew golf clubs- but I recommend that you askherwhat shewould like beforeyou buy themlffi**is the retirementpartygoingto be in June?iff:*ffi" lkiffiSil$a**$Gl'll be on holidayfrom June 30. Bestwishes Sarah

Notes I'm pleased to tell you...

l'm sureshe'dwantyouto he there.

Otherwaysto introducegood news: Goodnews!I've justreceivedthe results... I'm happyto tell youthe results. You'llbe oleasedto knowthatthe resultsare verygood. ... l've justreceivedthe results... Morephrasesfor announcingnews: l've justheardthat... John hasjusttoldme that ... I heardfromJohnthat... Didyouknowthat... I thought you'd like to know immediately. ft is very commonto use lthoughtorI knew news: to announce to hear... I thoughtyou'd be interested I thoughtyoumightnot knowthat... I knewyouwantedto knowthe results.

Usel'm surewhenyou believesomethingis true. I'm sure I told youabout it. I'm surehe agreedto come. I'mnotsureindicatesuncertainty: I'm not sureif I told you. I'm not surewhois coming. Thankyou for remindingme ... Note how we use Thankyoufor +ing: Thankyoufor helpitg me. Thankyoufor sendfugtherepoft.

Well done, Macy. An alternativeto Congratulations! Usingthe name(Welldone,Macy) personalises the congratulations. you that Georgewill he on sick to tell I'm sorry leave for two weeks. lf you wantto say more: He hasbeenunwellfor sometime. He hasjusthadan operation. He hasbrokenhisleg. I was really sorry to hear you're not well. of sympathy: Otherexpressions I was sorryto hear thatyouhavebeenill. I was verysorryto hearabouttheaccident. I wasshockedto hearaboutit. Getwell soon. An afternative:Hopeyoufeelbettersoon. Youmay alsoseethis formalalternative: Wewish you a speedyrecovery. Haveyou rena nhetedthatMonais rctiring in June? that... andJustto Haveyouremembered remindyouarc politewaysof reminding someone.Comparewith: Haveyouforgottenthat ... I hope you can make it. Tomakelt(informal)meansto come/attend. I hopeyou can makeit to the meeting. I hopeyou can makeit on Tuesday.

Justtocheck... Otherphrasesto checkmeaning: Just checkingCanI justcheck... Moreformalwaysto askfor clarification: Canyouexplainwhatyoumeantby ... l'm sorry,but couldyoupleaseclarify... lf so, I'd love to come. /f so meanslf thisis trueor lf thisis the case.

Briffuh/Amiem

frms

Britirh Anrerican Welldanel Eaadjsbl (Notussdin American English.) t:'tlbe loakingafter t'llbe takingcare hiswork... of hiswork... (Alsousedin British English, thoughless frequently.) A leavingparty A farewellparty l'llbeonhatiday fran Junefi. June {pronouneed thethirtieth) He hasjusthadan operationlHahas brokenhisleg. I wasreally sorryto hear... Equipnent Booking Form

t'ltbeon vacation staftingJune3A. (pronounced June thirrieth) Hejusthadan aperationJ4e brokshis leg.' t'Nt an reallysorry to hsar... EquifnentReservation Form

Practice Make tlrese statementa more'friendly'. the chapter and the phrases below

Refer to the messages in

ExAMpu: .Pte+s.e. 9.Q4e.ql{visit.$s,. . a Havea rest! Makesure you. b Thank Many . hasbroken c Sonja herarm. l ' ms o rryto .... d Johnis retiring nextmonth. Justto let . . . e I willcometo theparty. t'd ... f I hopeyoucanattend themeeting I hopeyoucan g Hewantssomesportsequipment present. forhisleaving l'msurehe'd. h Contact me. Pl e a se g e ti n . .. , Complete the sentences with a form of the word in brackets. I havereatty.g!d9Y.<4.. ExAtptE: . . . workiniwithyou. (enioyment) t (retire) a Areyoulookingforvqard to your b l ' m o r g a n i si n g a .....

...for M ona. . allthehelpyouhavegivenus.

c We really.

(collect) (appreciation)

d Justto letyouknowaboutLaura's

(promote)

e Wewereall

. . whenwe heardthenews.

(shock)

exactly whatis happening?

(clarification)

f

you. . Could

g l h a v ea n i mp o rta n t..... h Many i j

...tom ake!

(congratulate)

. .Verywelldone!

l w a s so rryto h e a ra b o u tyo ur .. I hopeyouarefeeling betterafterthe

( announce)

......1e9.

(break) (operate)

3 Put the sentences below in the correct order. g Weareplanning fromyou. a to hearing to arrange party. helping to organise the h b for office to discuss this. i Allthebest c Manythanks j Looking d yourhelpagain. foruvard k andwewouldreallyappreciate e lt wasa greatsuccess! you me f Could call I another in December event

Hi lattr

s..\^.tly.th*lkl

Cortchitar

4 Match the two parte of the sentences.

1 | wasverysorryto you 2 Justto remind to organise 3 Weareplanning 4 l'msurethatRosa 5 Shehadto leavethecompany to 6 I havedecided 7 Good to if 8 l'd bedelighted It has been a I

a b c d e f g h i

wouldliketo cometo theparty. movebackto Dubai. hearthateverything wentwell. is retiring nextweek. thatFrieda hearthatyouhaven't beenwell. forpersonal reasons. partyforher. a leaving pleasure working withyou. youcouldvisitusinthesummer.

5 Gompldte the puzzle below and find the keyword. 1 2 3 4 5 6

t

7

a

I

P

e

e

s

o\

w

r a

s

I

I

g

e

r .PJe aS e..........k eepi nto u c h ! 2 Youarevery 3 Haveyou. .

. . . . . to come andstaywithus. thatit isJulie's birthday tomorrow?

4 Many

.....for allyour help!

5 Wewishyouevery.

. . . . inthefuture. . . . you'dliketo hearthenewsimmediately.

6 |., 7 W e r ea l l y.

....allyour help.

8 | wassorryto hearthatyouare =D KE Y WOR P ..

. . . thecompany.

6 Complete the s_entrlnces with a preposition. EnlrrptE: .Oh Congratulations

. . . yourpromotion.

a

l w assorrytohear..

. . . . y o u ra c c id e n t .

b

We areverygrateful

c

l ho p eyouarefeeling better. Getpl e n t y

d

l go in gtobe.

e

I'm a fraidK ateis....

f

Wholooks.

g

l'll be back

h

Th a n kyou..

allyourhelp. . . . . . . re s t .

.....holid a y n e x t we e k . . . s ic k le a v e . . . . . . Kate'sworkwhensheis away? Friday? Seeyouthen. ....remin d in g me .

Glossary I TheBasics Beginnings andendings Yourlanguage HiKim Howareyou? l'mfinalising thedetails oftheLeadership Course. Bestregards (Nochanges Nochanges needed. areneeded). - Yours DearMsNovotna sincerely I wouldliketo inviteyouto visitus. youagain. I lookforward to meeting - Yours DearSir/Madam faithfully policy Thisisto confirm thatyourcurrent you. covers Basiclayout Itwasgoodto meetyouattheseminar in Paris. I wouldliketo arrange a meeting withyou. Wehavemanynewproducts thatwillinterest you. youletmeknowif youareavailable Could on June5thor6th? I lookforward to hearing fromyousoon. Please notethatourKorean agent willbe visiting thecompany nextFriday 21June. Please thatyoucanattend. confirm D e aar l l , l'veattached a copyofthemenu fortheannual dinner. please Laurent, canyoumake thearrangements forthemusic?

MakingGontact Messages 1 your-advertisement I have seen onyourweb

Yourlanguage

page. I wouldliketo applyforthepost. working I amcurrently asa Marketing Assistant. I workfora publishing company inLondon. youforyouremail. Thank I ampleased to attach ouronline application form. I lookforward to yourreply. myCVasrequested. I enclose Please letmeknowif youhaveanyqueries. fornotsending I apologise thisearlier. Please callmeonmymobile. Messages2 Wearewriting to inviteyouto a conference. Please takea lookat ourwebsite. I amsending theschedule forthe forthcoming conference. Wewouldliketo attend theconference. Wehavereserved a standforyou. youplease sendusa $umgary Could ofyour company bytheendofttteweek? Weareanestablished intheUK. company Weprovide training forthemanufacturing andservice industries. Wearehappy to provide on-site training. Wecanprovide training intheUK. atvenues

3 Arrangements Arranging a visit Wewould beverypleased ifyoucould visit 0urcompany. Pleaselet us knowyouravailability. Thankyoufor the invitation to visityourcompany.

Yourlanguage I lookforwardto yourconfirmation. Justto confirmyourvisitto us nextFriday. SeeyouFriday. I amattaching a mapwith directions to our facility. Followthe roadaround to themainreception. Doyouknowwhenyouareplanning to arrive yet?

Travelarrangements l'veputtogether thefollowing itinerary. We needto finaliseit today. Departure is fromMilanat 11:05 onflight8A68. Youwill havean overnight stayatthe HiltonHotel in Salford. Yourpick-upby company carwill beat 8:00. l'm bookingDon'sflightstodayfor the Berlin meeting. flightleavesLondonat 7:30. TheLufthansa ShallI reserveyoua seatonthe sameflights? I amwritingto confirmthe reservation. for me Couldyoucheckoutthefollowing please? Hastheairlinereserved an aisleseatfor me?

Takingandforwardingmessages l'msorry| wasn'tfreeto speak. I triedto callyoubackthisafternoon. Thenumber wasengaged. hasbeendelayed inShanghai. JaneBaxter please? Canyougiveherapologies, Therearestillsomedetails to sortout. please? Canhecallhertonight, thedraftitinerary forSweden l'vejustreceived fromHelen. Havea lookat it. Thanks forthis,Stefan.

Yourlanguage Let'ssay10a.m.in myoffice. I shallbe awayfromthe officeuntil22July.

4 Meetings (11 upa meeting Setting Weneedto setupa meeting. Howaboutnextweeksometime? WhataboutTuesday at 1 p.m.inthecanteen? lunch. Wecouldhavea working I wouldbeverypleased to visityounextTuesday. 3 p.m.would befinewithme. youagainnextweek. I lookforward to seeing themeeting Canyouconfirm on2lstin Bonn? Weneedto finalise arrangements today. I wantto meeturgently. isto briefyouonthe Thepurpose ofthemeeting meeting. Please clearyourdiaries. Settingup a meeting{21 letmeknowinadvance if youareunable Please to attend. rticipa Agenda/Ven ue/Pa nts/Apo,logies gfthelastmeeting. l'veattached theminutes of nextmeeting A0B/Date Please notethechange to item2 ontheagenda. paper l'vemoved theInternational Strategies to nextweek. priorto We'llneedto circulate theagenda the meeting. system is down. Ourcomputer ls it possible to putthisontheagenda for Monday's meeting? l'd liketo runthrough thefinalarrangements. Weneedto ensure thateverything runssmoothly.

Yourlanguage

Meeting follow-up performance Review oflastquarter's All teamsto provideweeklyreport. Schedule interviews withthe Press. A0B = anyotherbusiness l'vejustlookedat the minutes. We'llneedto rearrange a date. I suggestthe 2ndJune. sendoutanamendmentto Canyouplease

everyone? Re.thenewbrochures Bytheway,I wasinterested to seeournew salestarget. Thanks foryourcomments onourperformance. l'vepassed onyourcongratulations to theteam. youforallyoursupport. Thank

5 Enquiries Messages 1 price Please send mea current list. youinclude somesamples? Could youforyourinterest Thank inourproducts. Youremailwasfonruarded to me. in buying fromFairtrade Webelieve organisations. Youwillfindfurtherinformation onourwebsite. I willsendyoua copyofournewcatalogue. Manythanks foryourprompt response. Weareveryinterested in ordering fromyou. WouldMay24thbea suitable timeto visityou? I enclose a copyofourlatest company brochure. Message2 Whatwouldyouadvise usto do? Arethereanysuppliers thatyourecommend? It'sbestnotto startthemachine againuntilthe arrives. engineer

Your language Haveyouconsidered contacting Gudul? Youcouldconta,ct Tools. Universal I wouldbegrateful if youcouldsendmefurther information. Thankyouforyourenquiry. l'mafraidwe do notrunanygeneral courses. yourenquiry I haveforuvarded to FiltonCollege. to yourenquiry. Withreference Youcanseefurtherdetails of ourschoolby goingto ourwebsite.

dealing withproblems 6 Orders, 0rders We haverecentlyorderedsomenewoffice furniture. quotefor removal Couldyouplease of existing furniture. Wewouldliketo placeanorderwithyou. Yourtermsandconditions statea delivery time of fourweeks. Wouldit be possible to dispatch the itemswithin two weeks? lf thereis an additional charge,'please letus know. I canconfirm thatalltheitemsyouordered are in stock. We'dlikea repeatorder. ls thisyourlatestcatalogue? Couldyougiveus a firmdelivery date? thatourusualdiscount Couldyouconfirm would apply?

(11 Dealing withproblems l'm sorryto saythatwe maynotbe ableto meet t h ea g r e e sch d edule.

I'mafraid wewillfallbehind schedule. Yourlanguage yourmessage. I wasverysurprised to receive Youassured usthatthisschedule was guaranteed. 0n Friday 13thMarchwetookdelivery of a consignment ofCDcases. theboxes, 0n unpacking wefoundthatmanyof thecases weredamaged. Thisis extremely inconvenient forus. Weurgently needreplacements. I amverysorrytohearthatyou hadproblems withourdelivery. Wehavesenta replacement bycourier. packer wasonholiday. Ourregular wasbelowourusual Ourservice standard. (21 Dealingwith problems Weareveryunhappy withthelevelofservice youhavegivenusthisyear. Wealways haveto waitforspareparts. Wehavehadto shutdownproduction onthree occasions. you I wasverysorryto hearabout theproblems haveexperienced. Weshould meetassoonasI hearthe outcome. I expect hisreportbytheendofthis to receive week. Wehavestillnotreceived thisorder. Weapologise foranymisunderstanding. Wedotryto keepourwebsite up-to-date. I regret thatwe cannot accept thereturnas faultygoods. gesture, Asa goodwill wewillissuea creditnote. I trustthismeets withyourapproval.

7 Shortreports infomation Providing yousendme a shortreport? Could

Yourlanguage

WeholdweeklyBoardmeetings. Thepurpose ofthevisitwastotakepartinthe Exhibition. werereceived. 2 000enquiries Weneedto followupcustomer enquiries immediately. Werecommend thatthenewagents should visit theuK. - canyousendmethe Justonethingmissing costanalysis? Exhibition stand Expenses/Expenditure/Antic ipated Revenue Focuson FactsandFigures Thisyearwe hadover25000visitors. werechildren A thirdofthevisitors undersixteen. Approximately 90percentofthevisitors said theyfoundtheCentre informative. werehappy Mostpeople to paytheentrance feeof$ii1.50. wentupby30percent.t' Sales Therewasa sharpriseof40percent. slightly Salesdropped by2 percent. withlastquarter, salesarehigher. Compared Lastyear's fallin productivity wasa direct resultof lowmorale. paycutswereresponsible forthe These increase insickleave.

Personal messages 1 Messages noteto saymany thanks. Justa quick youhavedone. We reallyappreciate everything Manycongratulations onyourpromotion.

Yourlanguage Stayintouch. EFPC. Thisisto letyouknowthatI willbeleaving Please comeandvisitme. I wasverysorryto hearthatyouareleaving thecompany. It hasbeena pleasure working withyou. I wishyoueverysuccess inthefuture. forallyourhelp. Thanks Itwouldbegreatto seeyouthere. Good to hearthattheeventwentsowell. Messages2 l'mpleased totellyouthatl'vejustreceived theresults. you'dliketo knowimmediately. I thought Macy. Welldone, willbeonsick I'msorrytotellyouthatGeorge leavefortwoweeks. I wasreallysorryto hearthatyou'renotwell. Getwellsoon. thatMonais retiring Haveyouremembered inJune? a collection forher. We'dliketo organise I hopeyoucanmakeit. l'msureshe'dwantyouto bethere. youforreminding me. Thank - isthepartyinJune? Justto check lf so,I'dloveto come.

Answers 1 TheBasics 1

a- i, U- [

c-ii, d-i, e-ii

2

a i b ii

3

ato

4

a check b receiving c meeting d visiting e know f g o g writing h confirm

5

1e

6

An informalmessage 1c 2d 3 a 49 5f 6b 7h 8e

ci

bat

2f

dii

eii

cto dfor

3b

4c

5h

fi eon,at fon

6g

7d

gat hfor

8a

A formalmemo 1b 2d 3 a 4c 5h 6g 7f 8e 7

Memorandum To: From: Date: Subiect

AllStaff (yourname)HumanResources Manager (today'sdate) HealthandSafetyConferqnce

I wouldliketo inviteyouallto attenda conference on July22,at g a.m. in the BoardRoom. Therewill be a buffetlunchat midday. Pleaseconfirmthatyoucanattend. lfyou haveanyqueriespleasedo nothesitate to contactmeon extension 345.

MakingGontact aa s

2

liii

3

ao n - site b r ange cproducer dserv ic e e s u mma ry f q u e s t io n n a ire

4

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5 2 5 7 6 8 1 4 3 9

b for 2v

29

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cat.das;eby

f on g a t

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4i5vi

4e

5b

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6c

7I

D ea rC olleague We arewritingto informyou thatwe areorganising a conference in NewYork at the endof the month. We wouldliketo invite yourorganisation to attend. Please takea lookat ourwebsiteat www.conzfi.co.kr whereyouwill findfull detailsof the conference. Pleasedo nothesitate to contactus if yourequireanyfurtherinformation. Yourssincerely Jeongmi Seo

6

1b 2c 3d 4a

7

right is always TheCustomer JohnSmith projector, video Laptop, 4thoctober B Room Conference

3 Arrangements confirm single 22ndJuly pleased nextweek stay office contact queries invitation August attend

1

a b c d

2

1e

2a

3i

4b 5c

6d

3

lb

2a

3f

4c

6e

4

a along;on b in;at c at;at d from/tofor e foro f on;to

5

a correct b notnecessaryc correct d notnecessarye incorrect-for - at f correct g incorrect- away h incorrect

6

Marketing ToattendAgentsWorkshoP 17 thJu n e11:45 Air France Creditcard

5d

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4 Meetings I

b ma n a g ecsu i t davailableesuits a a v a i l ab i l i ty

2

1 We'llneedto youfor 2 Thank 3 Canyoupasson 4 Canyouconfirm letmeknow 5 Please 6 | wouldbeverypleased 7 Whatabout

3

liii

2 v 3 vi 4 vi i i S vi i 6 i i 7i 8iv

1 agenda 2 availablo 3 participants 4 diary 5 reschedule 6 amendments 7 brief 8 minutes 9 apologies 10 item 1l circulate 12 summary = availability KEYW0RD 5

Example answer Toall MarketingStaff Therewill be a meetingon Tuesday l4th in the Conference Roomfrom14:00 to 16:(X) to discussthe new brochure. Pleaselet meknowin advanceif youare unableto attend. Looking fonrvard to seeingyouall nextweek. Pierre

6

a in;at b at on c for;on;by d with;at at e in f on;in

5 Enquiries I

a in b in c for d to e for f in g With;to

2

a to hear b to start c to be h getting i going

d to arrive e solving f buying g using

a Someinformation is inthqpost. b Thereportis attached.;. c Whatisyouradvice? recommends d 0urcompany strongly EDR. e Whataboutclosing downthesystem first? f l'msorrybutwe donotarrange delivery. bii

ci i

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5

1 e 2 c 3 f 4 h 5 a 6 b 7 i 8 d 99

6

Enquiry 1 1b 2d Enquiry 2 1d 2b

di

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6c 6g

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a contacting b recommendation c advice d enquiry g e reliable f logging attached h foruvarded

dealingwith problems 6 Orderc, 1

a order b forward c assured d accept e dispatched f meet

2

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1 e 2f 3 h 4 g 5 a 6 b 7 d I i 9 c

4

a haveexperiencedb to discuss c to receive d havesent willrefund f apologise e return,

b on

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a dissatisfied b dispatch c additional d definite e a discount f con ce r ned gpromise harefun d i meet DearMsDuval youforyourletter. Thank withourconsignment of printers. I wasverysorryto hearthatyouhadproblems you todaybycourier. Thesamecourier willtakeawaythe orderto Wehavesenta replacement : printers, damaged at noe)dracost. . I trustthismeets withyourapproval. ' ourapologies. Please accept Yours sincerely (Signyourname) (Printyourname)

7 ShortReports thebreakdown ofsalesduring thelastyear. A 2 Thisreportshows rosebyl8 percentinthelastquarter. worldwide B 1 Sales largest shareofthemarket. Europe still has the 3 by3 percent. intheFarEastfell 6 Sales intheFarEast. ouradvertising C 4 Weneedto increase intheFarEast. newagents 7 Wemustappoint to continue. wasverygoodlastyearandwe expect thissuccess business D 5 0verall, a steady b sharp c dueto d in g investing h Overall i higher 1 2 3 4

e increase f competitive

purpose a v i s i t o rs cp l a ce d a recommendation b recommenddue due

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Personal messages I

a Makesureyougetplentyof rest. b Manythanks c I'msorryto hearthatSonjahasbrokenherarrn d Justto letyouknowthatJohnis retiringnextmonth. e l'd loveto cometo the party. f I hopeyoucanmakeitto themeeting. g l'm surehe'dreallyappreciate/like somesportsequipmentfor hisleavingpresent. (with get h Please intouch me).

2

a r eti r em e ntbcollection cappreciat ed p ro mo t io ne s h o c k e d f c la rif y g announcement h congratulations i broken f operation

3

H i l an c Manythanks b for helping to organise theparty e lt wasa greatsuccess! g We areplanning to arrange I another eventin December k andwe wouldreallyappreciate d yourhelpagain. yo ucallme f Co u ld h to discuss this.

j Looking forward fromyou. a to hearing i Allthebest Conchita 4

1 e 2 d 39

4 a 5 f 6 b 7 c 8i9h

5

1 please 2 welcome 3 remembered 4 thanks 5 success 6 thought 7 appreciate 8 leaving = pleasure KEVWoRD a a b o u t bfo r co f d o n e o n fafter gon ".hfor". 1

Punctuation Emails are often written very quickly, and rules of punctuation are not always follo{red. However, corect use of punctuation makes the message clearer. Some examples: (contractionI An apostrophe l'll sendyouthereportas soonas possible. 1 1 '1 twill) 1= (possessive) An apostrophe John'sschedule. Brackets Tel:{01423} 187900 A colon Wewill needthefollowing: 50chairs 5 desks 1 digitalproiector A comma Thenewdirector, FredCuplet, will be inthe officet0m0rrow. A dash Saleh- canyoucallmetomorrow. A dot Thewebaddress is efpc.co.u(info An exclamationmark Welldoneeveryone! A fullstop l'lltry andcallyout0m0rrow at 3 p.m. A hyphen l'd preferto havea right-hand drivecar. 0uotationmarks Mayumisaidshewas"pleased" withtheresults. A questionmark Havewe forgotten anything? A semi-colon Business is goingwell;we haveincreased salesby20percent. A slash Thewebaddress is efpc.co.uldinfo

Dates and tlmes Dates waysto writethedate: Thereareseveral Managersince16July2002. I havebeenworkingasa Marketing ThecontractwassignedonMarch302Wl. of theCP4modelstartedon l.0.07.01. Production 2002. Toniwill retireon23rdNovember p.m. you Thursday 3 Sept. 2 on at See Whenyouwritethedate,youcanleaveoutthelettersl-st -nd,-rd,4hlthatfollowthe youwriteit or not: third,fourthefc.whether butyoualwayssayfirst,second, number, andone third, fwothousand and one, or July the two thousand - thethirdof July, 3 July 2001 of December - thethirty-first 3lst December buttomakesurethereis no infigures10.07.03, Youcanwritethedatecompletely or Julylhth2M3 it is betterto writeit infull lfth July2003 misunderstanding Gommon Expressions of Time For to Brazilforthreeyears. Wehavebeenexporting I havebeentryingto contactyoufor twodays. (Forrelers to a periodof time, showinghow long somethinghas lasted.i Since ofAugustfor a reply. I havebeenwaitingsincethebeginning thesematerialssince2U)2. We'vebeensupplying (sincegives the startingpointof actionscontinuingup to the present./ Ago threedaysago. I lefta message manyyearsago. I visitedHamburg /Agoshowswhen a pastactionstartedbut not by giving actualdates./ Last meetingyoulastweek. I enjoyed a greatsuccess. lastyearwas Theconference Nert I lookforwardto seeingyounextMonday. Thegoodswillbereadyfor deliverynextweek. Until I willbeat theofficeuntilI p.m.tonight. untilSeptemher. l'mgoingto staywiththecompany

Prepositions of Time ln Canyou confirm.adeliverydatein July? I left the companyin 2003. ln (the)summer,saleswent up substantially. John Smithis retiring in 2007. At Are youavailableat 2 o'clocktomorrow? Thecompanywill be closedat Christmas. Theofficeis openatthe weekend. 0n I look forwardto meetingyouon Tuesday. We will deliverthe goodson Friday17May. By Thecasesshouldarriveby Monday. Theminuteswill be readyby Tuesdaylunchtime. (Byrefersto a deadline/ From Therewill be a meetingin the conferenceroomfrom2 to 5 p.m. Iwas in Berlinfrom4th to &thJuly.

BTtr|r'{moryn ffirurmr Britiah

American

third, twothousand Jutythe andoee

|il";ffil,

(lfth JulyZNE) 10/07/03

(0ctober7thZffEl tW7/03 HOTE:AmbricanEnglishstyleis month/day/year Thecornpany willbe clasedon Christnas. In the USonlytlecember NOTE: 25this a holiday

" Thecampany willbeclosedatDhristinas.

thousand one

ib'|'nsef' :il* :ilillffitr:H;rtr;?s Theofficeis openat theweekend.

The officeis apenon theweeketncl.

Abbrevlatlons Some common abbreviations used in emails. a.m. approx. ASAP Attn cc c0. CV dept. e.g. ETA etc. FAO FYI govt. i.e. lnc. Ltd N.B. pcs p.m. pp* PS qty re. ref. RSVP tba tbc

(antemeridieml, e.9.9:00 a.m. beforemidday approximately assoonaspossible of Fortheattention copyto c0mpany vitae curriculum department (exemplii gratia) for example estimated timeof arrival et cetera English) is notusedinAmerican of (FAO Fortheattention Foryourinformation government thatis (id est) Incorporated Limited Please note(Notabene) pieces (postmeridiem) aftermidday (per pro) onbehalfof Postscript quantity regarding reference s'ilvousplait) replvfi1pondez Pfease beagreed to beadvised/to to beconfirmed

* ppis notusedinAmerican person, ofanother onbehalf English. Whenyousigna document youcanwritetheperson's namefollowed byyourinitials.