Деловая и дипломатическая переписка = Business And Diplomatic Correspondence. Учебное пособие
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7.Mrs Chase wants to know all the details about holidays to Africa (price, departure date, traveling time).
8.A lady ordered new furniture two weeks ago. She wants to know if her order No 567 has arrived.
Task 1. You are Mr White. You telephoned Mrs Morgan this morning. You invited her to the international marketing conference in London. Write a letter, ask her if she is going to the international marketing conference in London. You need all the details about her passport (her nationality, date of birth, where her passport was issued, and when it expires). You need this information quickly. Follow the plan:
•Put the date
•Open the letter
•Begin the letter and refer
•Request information
•End the letter
•Close the letter
Task 2. Mrs Reed wrote to you on 19 January 2018. She wants to know if your company organises holidays to Turkey. You are Mrs Cooper. You are a travel agent. You found this letter in Peter Brown’s desk. (He is away ill). It was sent a month ago! Write a letter in reply, apologize and inform him that your company organises holidays to Turkey and you can sell her a trip. Follow the plan:
•Put the date
•Open the letter
•Begin the letter and refer
•Apologize
•Say what you can do
•End the letter
•Close the letter
Task 3. Mr Wood wrote to you on 5 December 2017. He wants to know if you can sell 6 computers cheap. You are Mrs Chang. You found this letter in Peter Brown’s desk. (He is away ill). It was sent
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2 weeks ago! Write a letter in reply, apologize and inform him that your company cannot sell computers cheap. You have to raise your prices because the government has increased the sales tax. Follow the plan:
•Put the date
•Open the letter
•Begin the letter and refer
•Apologize
•Say what you cannot do
•Give reasons
•End the letter
•Close the letter
Task 4. You are Mr Foster.Acompany sent you a letter on 1April 2018. They wanted to know if you were going to the international marketing conference in London.Write a letter in reply, apologize that you did not answer and inform them that you cannot participate in a conference because you are very busy. Ask if they organize any conference in November. You need this information quickly. Follow the plan:
•Put the date
•Open the letter
•Begin the letter and refer
•Apologize
•Give bad news and say what you cannot do
•Give reasons
•Request information
•End the letter
•Close the letter
Unit 6. Making a mild complaint. Making a point. Warning
Making a mild complaint. The complaint letter is a request for an adjustment and so write it accordingly. In this letter, you can
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describe mistakes, errors or any kind of damage that you have faced in the past.
There are some rules that you should follow. If you need to make a mild complaint you, first of all, can say that, unfortunately, something is wrong. And, after that, you should request some action
(See Unit 4).
Example: Unfortunately, we have not received the coffeemaking machines which were a part of this order. We would be grateful if you could deliver these or refund our money.
Making a point. If you want someone to take note or be aware of something you should use the following phrases:
I should like to draw your attention to (the fact that)… I should like to point out that…
Moreover, if you say something that they have already been informed about and that is why you are a little bit angry you should write as follows:
I should like to remind you that…
I hope it is not necessary to remind you that…
Examples: I should like to remind you that we wrote to you on 5 April because the coffee-making machine was making a strange noise. We received no reply.
We should like to point out that we have been manufacturing heating air conditioners for over 20 years and we have never had a complaint before.
Warning. Now, let’s speak about warning. In a warning letter, you basically inform the person about behaving in a wrong manner for any reason. In a work environment, such letters are written in order to warn an employee for his or her wrong behavior. When any kind of the behavior is unacceptable, you can consider writing such a letter.
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The way to warn somebody is to write:
Unless… |
we will be forced to… |
If … (not)… |
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Examples: Unless we hear from you within seven days, we will be forced to take legal action.
If we do not hear from you within seven days, we will be forced to take legal action.
Exercise 1. Making a mild complaint. What would you write in these situations? In each case, decide what action you want the company to take.
1.Acompany has sent you a bill for the wrong goods.
2.Your new photocopier has broken down.You have to write the complaint to the company who sold it to you.
3.A temporary secretary does not speak English. You have to write to the agency that sent her to you.
4.You keep receiving letters for someone else.You have to write to the post office.
5.Your new computers have broken down.You have to write the complaint to the company who sold it to you.
6.An employee from the adjacent building keeps parking his car on your parking spot. You have to write the complaint to the head of his company.
7.You neighbour plays very loud music every day. You have to write the complaint to the local police officer.
8.The company forgot to mention the cost of their products. You havetowritethecomplainttothecompanyandasktosendyouapricelist.
Exercise2.Makingapoint.Youhavebeenpassedthesememos and letters. What will you write?
A. MEMO
Terry Spencer keeps parking his car in front of the main door. I have told him before that this space is reserved for the Managing Director. Can you tell him again?
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B. |
18 March 2018 |
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Dear Sirs |
I am interested in purchasing a large quantity of your Simplex cameras.
Please could you send me details of your prices and models available.
Yours faithfully |
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Remember to tell |
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Paul Hans |
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him |
about our |
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Paul Hans |
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% discount |
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for large orders! |
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C. MEMO
Muriel McIver arrives half hour late for work every day. (She should start at 9.30.) Please tell her.
D. |
22 May 2017 |
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Dear Sirs |
Please could you send me details of your products and prices.
Yours faithfully
J. Black
Mrs Jane Black
Don’t forget to tell her that our prices are the lowest in town!
Exercise 3. Warning. What warnings would you give these people?
1.Acompany that has not paid your bill.
2.Another company that is using your company’s car.
3.An employee who always arrives late for work.
4.Abuilder who has left a lot of his tools in your office.
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5.An employee from the adjacent building who keeps parking his car on your parking spot.
6.You neighbour who plays very loud music every day.
7.Acompany that did not deliver the equipment you ordered.
8.A tourist agency that did not refund 20 % of your money for bad service.
Task 1. You are Mr Perry. Your new computers have broken down.You have to write the complaint to theABC Company who sold it to you. Follow the plan:
•Put the date
•Open the letter
•Begin the letter
•Say what is wrong
•Request some action
•End the letter
•Close the letter
Task 2. You are Mrs Chang. Your company organises an international marketing conference. Your secretary does not speak English. You have to write to the HH agency that sent her to you. Follow the plan:
•Put the date
•Open the letter
•Begin the letter and refer (international marketing conference)
•Say what is wrong
•Request some action
•End the letter
•Close the letter
Task 3. You are Mr Ellis.Your colleague Mr Chase keeps parking his car in front of the main door.You have already told him before that this space is reserved for you. Follow the plan:
•Put the date
•Open the letter
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•Begin the letter and refer (parking space)
•Say what is wrong
•Make a point
•Give a warning
•End the letter
•Close the letter
Task 4. You are the headmaster of Mrs Stevens, a primary school teacher, arrives half hour late for work every day. She should start lessons at 8.00. Follow the plan:
•Put the date
•Open the letter
•Begin the letter and refer
•Say what is wrong
•Make a point
•Give a warning
•End the letter
•Close the letter
Unit 7. Making a strong complaint
Making a strong complaint. In Unit 6 we have already discussed how to make mild complaints. If you need to make a strong complaint you should follow four important steps. First of all you should say exactly what is wrong. Secondly, it is necessary to make apointconnectedwiththis.Thirdly,youshoulddemandimmediate action.And fourthly, if you think it is necessary, you can also give a warning.
Example:1. It is now over nine month since we placed this order and we are still waiting for the boxes.
2.I should like to point out that we have already paid for these boxes.
3.We really insist, therefore, that you deliver them immediately.
4.Unless we hear from you, we will take legal action.
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Exercise 1. Making a strong complaint. This letter is mixed up. Put the sentences in the correct order.
a)Dear Sir
b)I really must insist, therefore, that you refund at least 10 % of our money.
c)I would like to remind you that your advertisement said "superior hotels".
d)I am writing to complaint about your Tour 5310 to Mexico.
e)If we do not receive adequate compensation I will be forced to write to local newspaper.
f)The quality of the food in the hotel was terrible and everybody in our group was sick most of the time.
g)Yours faithfully.
Exercise 2. Translate the following letter into Russian.
17 January 2018
Dear Sirs
Last night the air conditioner that you installed in our company exploded.The explosion caused damage and our stock of inventory has been destroyed.
I should like to remind you that we wrote to you on 10 January because the heater was making a strange noise. We received no reply.
We really must insist, therefore, that you replace the air conditioner immediately and pay for our damaged stock, valued at $42,000
We look forward to your reply. Yours faithfully
J. White
John White Production Department
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Exercise 3.What complaints would you write in these situations?
1.You neighbour plays very loud music all day and every day. You have to write the complaint to the landlord.
2.You bought a coffee machine a week ago but it did not work properly. You have to write the complaint to the company that sold it.
3.A week ago you stayed in a hotel in a large city. But the cooling system in the hotel was inadequate. You have to write the complaint to the manager of the hotel.
4.A week ago you stayed in a hotel and encountered a number of problems during your stay. You have to write the complaint to the manager of the hotel about the hotel staff.
5.Your new teacher keeps arriving late for work. You have to write the complaint to the headmaster.
6.You ordered a new coffee making machine two weeks ago but you have not received it yet. You have to write to the company that sold it.
7.A week you asked the telephone company to put another telephone in your office. But they have not done it yet. You have to write to the head of the company.
8.A night club near your home is making a lot of noise. You have to write the complaint to owner.
PRACTICALTASKS
Exercise 1. Translate into English.
1.Уважаемый господин Браун, пишу вам в связи с вашим письмом от 15. 04.18.
2.Уважаемый господин Браун, спасибо за ваше письмо от
15.04.18.
3.Уважаемый господин Браун, спасибо за ваш рекламный
буклет.
4.Уважаемый господин Браун, спасибо за то, что вы отправили нам информацию о торговой ярмарке.
5.Мы были бы вам чрезвычайно благодарны, если бы вы предоставили нам дополнительную информацию.
6.Мы будем вам признательны, если вы сообщите нам дополнительную информацию.
7.В частности, не будете ли вы так любезны сообщить нам количество фирм, участвующих в торговой ярмарке?
8.Я был бы вам чрезмерно благодарен, если бы вы сообщили нам о возможности получить финансовую помощь.
9.Не могли бы вы также сообщить нам, есть ли в вашей фирме квалифицированные рабочие и менеджеры среднего звена.
10.Мы были бы вам благодарны, если бы вы прислали нам полный комплект документов.
11.Пишу вам в связи с тем, что наша компания расширяется,
имы ищем новые помещения.
12.Пишем вам в связи с тем, что прочитали вашу рекламу о торговой ярмарке и хотели бы принять в ней участие.
13.Заранее благодарны вам за ваше сотрудничество.
14.Заранее благодарны вам за помощь.
15.Мы будем вам признательны, если вы предоставите нам всю необходимую информацию.
16.С нетерпением ждем вашего скорейшего ответа.
17.С нетерпением ждем встречи с вами.
18.С уважением, Джон Браун, менеджер по производству.
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