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Файл:Английский язык. Учебное пособие по деловой коммуникации для студентов бакалавриата, обучающихся по направлению 38.03.01«Экономика», профили «Мировая
.pdf
Giving bad
news
Complaining
Apologising
(US:
Apologizing)
Orders
• We regret to inform you that ...
• I’m afraid it would not be possible
to ...
• Unfortunately we cannot / we are
unable to ...
• After careful consideration we
have decided (not) to ...
• I am writing to express my
dissatisfaction with ...
• I am writing to complain about ...
• Please note that the goods we
ordered on (date)
have not yet arrived.
• We regret to inform you that our
order n° ----- is now
considerably overdue.
• I would like to query the transport
charges, which seem
unusually high.
• We are sorry for the delay in
replying to ...
• I regret any inconvenience caused
(by) ...
• I would like to apologise for the
(delay, inconvenience)...
• Once again, please accept my
apologies for ...
• Thank you for your quotation of ...
• We are pleased to place an order
with your company for..
• We would like to cancel our order
n° .....
• Please confi rm receipt of our order.
101
Prices
Referring
to future
business
• I am pleased to acknowledge re-
ceipt of your order n° .....
• Your order will be processed as
quickly as possible.
• It will take about (two/three) weeks
to process your order.
• We can guarantee you delivery before ...(date)
• Unfortunately these articles are no
longer available /
• are out of stock.
• Please send us your price list.
• You will fi nd enclosed our most re-
cent catalogue and price list.
• Please note that our prices are subject to change
• without notice.
• We have pleasure in enclosing a
detailed quotation.
• We can make you a fi rm offer of ...
• Our terms of payment are as follows ...
• Our records show that we have not
yet received
• payment of ...
• According to our records ...
• Please send payment as soon as
possible.
• You will receive a credit note for the
sum of ...
102
Enclosing
documents
• I am enclosing ...
• Please fi nd enclosed ...
• You will fi nd enclosed ...
Closing
remarks
Referring
to future
business
Referring to
future contact
• If we can be of any further assistance, please let us know.
• If I can help in any way, please do
not hesitate to
• contact me.
• If you require more information ...
• For further details ...
• Thank you for taking this into consideration.
• Thank you for your help.
• We hope you are happy with this
arrangement.
• We hope you can settle this matter
to our satisfaction.
• We look forward to a successful
working relationship in the future.
• We would be (very) pleased to do
business with your company.
• I would be happy to have an opportunity to work with
• your fi rm.
• I look forward to seeing you next
week.
• Looking forward to hearing from
you, ...
• Looking forward to receiving your
comments,
• I look forward to meeting you on the
(date).
• I would appreciate a reply at your
earliest convenience.
• An early reply would be appreciated.
103
◊
Sincerely, }
◊ Yours
for all customers / clients
sincerely,}
◊ Sincerely
Ending
yours,}
business
letters
◊ Yours
in more formal letters
faithfully,
for those you already know
and/or with whom
◊ Regards,
you have a working
relationship
1. Formal and Informal Language
1. Below is a formal letter. You must decide which of the
phrases in bold you think are most appropriate and adjust
the letter to make it suitable. When you have fi nished, move
down to the next letter
Dear Mr Sexton,
I thought I’d write/ I am writing to complain about the
state of the yard/condition of the playground. Over the last two
weeks, I have noticed loads of rubbish/a great deal of litter.
I reckon/It is my opinion that this litter is a health hazard.
For example, yesterday a year 4 boy fell over and cut his hand
on a broken bottle. The boy I’m talking about/The boy in ques-
tion needed four stitches.
104
Furthermore/On top of this, the litter is an eyesore. Our
school has beautiful views of the river and these are wrecked/
spoiled by the litter.
I believe/I reckon that there are a load of things/a number
of things that you could do to fi x/rectify this problem. Firstly, it
may be possible for you/you could purchase additional litterbins.
This would help stop/prevent people discarding their litter reck-
lessly/willy-nilly.
What’s more/In addition, I think that our school needs bet-
ter/more adequate security to prevent vandals littering.
To fi nish/In conclusion, I hope you will take my concerns se-
riously and I look forward to your reply/you writing back to me.
Yours Sincerely/Yours Faithfully
Your name
2. Now try to fi nd the correct phrases in this informal
letter. Remember, this is for your friend
Dear James,
How are you?/I trust this letter fi nds you well. I’ve been
dead busy/extremely busy since your last letter. We have to
work really hard at school to get ready/in preparation for our
SATs.
Despite this, I did manage to play/partake of a game of
football last night with my friends/acquaintances. We won/
were victorious! It was boss/outstanding!
Also, my dad got me/purchased for me a new mobile telecommunication device/mobile phone. It’s an 8210!
Anyway, gotta go/go to cease writing! Speak to you soon.
Please write back/please respond swiftly.
Love from
Your name
105
3. If you have fi nished, use a dictionary to fi nd the mean-
ing of these words
1. victorious2. cease 3. respond 4. swiftly 5. Acquaintances
2. The Twenty-Eight Most Common Letter-Writing Er-
rors.
Work in pairs. Make a table of the most common mistakes.
Feedback to the class.
If you’ve ever seen a batch of letters sent in response to
a want ad, you know they can be hysterically funny. A random
sampling usually demonstrates every mistake in the book (like
sending the letter to the wrong company). Here are twenty-eight
common errors to avoid:
1. Addressing letters, “Dear Sir:” or “Dear Sirs:” As you know,
many readers today are women. If gender is unclear, the salutation should be something like “Dear Hiring Manager,” or “Dear
Human Resources Manager.”
2. Addressing letters, “To whom it may concern.” Find out
who will receive the correspondence, and address it personally.
One company received a letter addressed to “Dear Whomever,”
to which an employee replied, “I’ll answer to anything but this!”
3. Enclosing a photo. Skip the photo unless you’re a model
or an aspiring actor.
4. Handwriting or typing over an old resume or letterhead.
If you’ve moved, start over. Changes on old documents aren’t
acceptable.
5. No signature. Even if you type your name at the end of
correspondence, you should sign the page in your own handwriting to give it a personal touch.
6. Spelling errors. One applicant said he was well suited
for “writting and editing chores... contac t (sic) me at the adrwss
(sic) below.” Would you give him your editing work? Another writer said she would enjoy “hearing form (sic) us.” Word processing
spell checkers make mistakes; so proof everything.
7. Not checking grammar. One person wrote, “It sounds exciting and give me (sic) the opportunity to use my skills.” Check
106
your letters for correct sentence structure. Have friends review
them too.
8. Handwriting letters. Brief 30-word thank you notes can
be handwritten, if legible. All other correspondence should be
typewritten or word processed, even if you have to borrow a
word processor or pay a secretarial service. Handwritten letters
don’t say “business.”
9. Using a Post-It Brand Note as a letter. Post-It Brand
Notes aren’t letters. Using one says, “This isn’t important. I was
too busy to write a real letter.”
10. Using the word “I” too much. Some letters are fi lled with
20 or 30 I’s. Make sure yours aren’t. Advertising is about “you.”
Emphasize “you” rather than “I.”
11. FAXing letters unexpectedly.
12. Forgetting to include your phone number. One woman
wrote, “Please call me at home,” but didn’t include a phone number.
13. Cluttered desktop publishing. With the advent of PCs,
some job seekers feel the urge to “be creative” using various
type sizes and fonts. Avoid this in business correspondence. Except in rare cases, business letters should look conservative. If
you want to be creative, do so in your choice of words.
14. Using a post offi ce box as an address. Except in rare
cases, such as conducting a confi dential job search, use a street
address. Post offi ce boxes seem “transient.”
15. Oddball phrasing, such as “an opportunity to expand
my strengths and delete my weaknesses . . . ” Or, “You may feel
that I’m a tad overqualifi ed.” Or, “Enclosed herewith please fi nd
my resume.” Do you talk that way? You should write the way you
talk. Avoid bad phrasing by having others critique your letters.
16. Typos, like “thankyou for your assistance.” 17. Mailing form letters. Some letters contain “fi ll in the blanks.” Generic
forms don’t work well.
18. Not saying enough. One want ad letter read, “Please
accept my enclosed resume for the position of Executive Direc-
107
tor. Thank you.” That’s too short. A letter is an opportunity to sell.
So say something about yourself.
19. Ending with “Thank you for your consideration.” EVERYONE ends their letters this way, so please don’t. Try something different, like “I’m excited about talking further,” or “I know
I could do a good job for you.” The same goes for “Sincerely,”
and “Sincerely yours.” EVERYONE uses them. Find something
different like “Good wishes,” “With best regards,” or “With great
enthusiasm.”
20. WRITING IN ALL CAPS. IT’S HARD TO READ. DON’T
DO IT.
21. Abbreviating Cir., Ave., Dec., and all other words. Take
time to spell words out. It looks so much better.
22. Forgetting to enclose your resume. If you say you’re
enclosing one, then do.
23. Justifying right margins. When you “justify right,” you
create large gaps between words inside your sentences.
24. Forgetting the date and/or salutation.
25. Using lousy printers. Whenever possible, use a laser
printer, even if you have to borrow one.
26. Talking nonsense. “I work in instilling proper conduits
for mainstream educational connections while also encouraging
individual creative forms.” What?
27. Forgetting to put the letter in the envelope (one company
once received an empty FedEx package).
28. The 300-word paragraph. The worst mistake in marketing is writing too long. Limit sentences to seven or eight words,
and limit paragraphs to four or fi ve lines. In letter writing, short
is usually better. I try to limit my own letters to one page, seldom
two. I believe if I can’t sayBusiness Letter Exercise
3. Letters. Choose the best answer for each.
1. (As an; as; from; in) answer to your letter of 15 April, I
would like ...
2. There has been another increase (on; for; at; in) the price.
3. Please send me the transport options and details (about,
on, of; for)the hotel’s location.
108
4. June is the deadline (on; for; to; at) completion of the
project.
5. Please send me the trans completion of the project as
well (as, like; to; of) the address.
6. Please send me the address (from, to, of, off) the hotel
where I will be staying)
7. We apologize (on; for; to; at) any inconvenience caused.
8. The report will be ready (after; since; in; over) two weeks.
9. Thank you (on; to; in; for) advance for your help.
Spelling and Punctuation
1. Are you a poor speller? Here’s an easy way to fi x the
proper spelling of a word in your mind. First, look up the
problem word in the dictionary. Note that the word is broken down into syllables (psy•chol•o•gy). Look at the word;
look at each syllable one at a time. Next say the word aloud,
pronouncing each syllable (“sigh-kol-oh-gee”). Next, close
your eyes and visualize the word in your mind’s eye. Again,
say the word aloud. Finally, write the word correctly on a
sheet of paper. If necessary, write the word several times.
The sentences below contain ten words commonly misspelled in business communication. Correctly spell the
word in brackets. (Note: hyphens may or may not indicate
missing letters.) Compare your answers with the correctly
spelled words on the next page. Look up any words you
misspelled. Memorize the correct spelling using the procedure outlined above.
1. Your request is not (consist-nt) with company policy.
2. The meeting will be in our branch offi ce near the (capit-1)
building.
3. An (exten-ion) of benefi ts will be offered to all employees.
4. Compensation and benefi ts are (sep-rate) issues.
5. The new policy will (super-ede) the old one.
6. Please refer to the instructions on the (pre-ding) page.
7. The manager said that it (oc-ur-ed) to him that the employees needed more information about the project.
109
8. What they (of-er-ed) was unacceptable.
9. How will the new plan (ben-fi t) the organization?
10. Another study is an (un-ec-es-ary) way to spend money.
2. THE COMMA
To use a comma or not to use a comma, that is the question. The comma is a signal indicating a needed pause within a
sentence. Add needed commas to the sentences below. Strike
out or change punctuation that is unnecessary or incorrect.
1. The reason is, we weren’t sure about the meeting date,
when I called.
2. Section Chief, Bill Jones, will meet with us Friday.
3. Next year’s conference will be in Denver, I hope to see
you there.
4. The accountants gave us the good news and then they
sent us their bill.
5. I have not completed my report so I cannot answer your
question.
6. The boss likes scotch bourbon and beer.
7. He is a clever effi cient manager.
8. Mr. Johnson, who gave the incorrect fi gure to the IRS will
lead us in a moment of silent prayer.
9. The error, that Mr. Fleegle discovered, was not a serious
one.
10. “We are going to meet our deadline” the manager said.
III. Writing Fitness
1. CAPITAL LETTERS
Let’s see how much you know about capitalization.
Capital letters are used with surnames, days of the week,
months, holidays, titles before a name, specifi c place
names, and important words in titles. In the sentences below, add or subtract capital letters as needed
1. Last year the meeting was held on a wednesday in June,
or maybe it was later in the Summer.
110
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