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Файл:Business writing for economists and managers = Деловая корреспонденция для экономистов и менеджеров. Учебно-методическое пособие
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21
CHAPTER 2
Emails
Starting out
Ех. 2.1. Discuss the questions about emails:
1. How many emails do you write per week?
2. Who do you write emails to?
3. Have you ever written a formal email?
4. Why do people use email in business?
5. How correct should emails be? Is it OK to make grammar and spelling mis-
takes?
6. What is email etiquette?
Ех. 2.2. Read the following information:
Email is one of the most commonly-used forms of communication in the international business world. It is used extensively within companies to circulate information, requests, results, instructions, recommendations, minutes of meetings, etc.
Email is an effective, rapid, and relatively cheap means of communicating with customers and suppliers, both nationally and internationally. Because of the brevity, rapidity, and relative informality of emails it is important to check that all information
has been given and that the tone is appropriate. The tone for emails to superiors
or people outside the company should be formal. But ‘in-house’ emails between colleagues can be semi-formal.
Emails normally have the following layout: the email address of the sender, the
email address of the receiver, the date and time when the email is sent, information
about the content of the email, anything attached to the email, opening, body of the
message, closing, and signature.
From:
m.silva@bettoli.ar
To:
davina.comstock@topsport.uk
Sent:
24 November 20…, 15.38
Subject:
Your enquiry of 18 March
Attachment:
offer
Dear Mrs Comstock,
Thank you for your enquiry about our line of football boots. I attach our best offer with details of
sales terms. I hope to hear from you soon.
Best regards,
Moema Silva
Ех. 2.3. Read some rules for writing good business emails:
1. You use the formal style if you are writing to someone outside the company
or somebody you do not know well.
2. Use a strong subject line that tells the other person what the email is about.
Do not just write Information, Recommendation or Your email.
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3. If you are writing to someone you do not know, start by saying who you are
and why you are writing.
4. Use written greetings and endings.
5. The email should begin with Dear … When writing to several people, you
can use Dear all.
6. The ending can be less formal (Best wishes or Best regards) or the more for-
mal Yours sincerely, depending on how well the writer knows the recipient.
7. Use short, clear sentences for easy reading.
8. Use paragraphs for different subjects. Leave a line space between paragraphs.
9. In business emails, always use a formal and polite tone. Do not be too infor-
mal or familiar.
10. Do not use emoticons (☺), short forms of common words (pls), or acronyms
(BTW).
11. Do not write in capital letters – this is like shouting.
12. Do not use contractions (don’t).
13. Do not repeat yourself – try not to use the same word more than once
in a paragraph.
14. Check your spelling and punctuation – are they correct? If you are worried
about your spelling, use a spell check.
15. Reply to messages by leaving the original text.
Ех. 2.4. Read the four emails below and answer the questions:
1. Which email is from a a customer service department; b a senior colleague;
c a junior colleague; d a customer?
2. Which two emails are formal?
3. Which two emails are neutral / informal?
A
Dear Ms Berne,
I am writing with regard to a computer problem. You may remember we met at the office Christ-
mas party, and I believe you mentioned having a similar problem with your tablet computer. Unfortunately I have dropped mine and the screen is cracked. I was wondering if you could give me any
advice on getting it repaired. I would very much appreciate any help you might be able to give me.
Yours sincerely,
Bryan Connor
B
Dear Sir or Madam,
I am writing to enquire about having a television repaired. The set is Insignia NS-19D220NA16-
A which we bought 15 months ago and therefore is unfortunately no longer under guarantee. Currently we have a picture but no sound.
I would be very grateful if you could give me the address of an authorised repair centre in the
Greater Manchester area. Thank you for your help.
Yours faithfully,
C. Donnelly (Miss)
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C
Hi Bryan,
Thanks for your mail. Bad luck about the tablet. Mine was a write off – had to get a new one!
Why don’t you try Harrowson’s in Oldham? They’re usually good. Hope this helps.
Cheers,
Kira
P.S. Of course I remember you. Give me a ring next time you’re in town and we’ll go for a drink!
D
Dear Miss Donnelly,
Re your email of 7 February: your TV is in fact covered by a 18-month manufacturer’s guarantee.
Can you just send the set back in its original packaging and we will repair or exchange it asap.
Don’t hesitate to get back to me if you need any more information.
Regards,
Eduard Flynn
P.S. Are you by any chance the Courtney Donnelly I knew at Liverpool Business School
in 12/13?
Ех. 2.5. Read the extracts from emails below. Which email is a a request;
b a reminder; c a refusal; d a final demand?
1 According to our records, our invoice number 044671 for €6,482 is now overdue. If, however,
this invoice has already been settled, please disregard this email.
2 In answer to your enquiry of 18 April about trading on open account, we regret to inform you
that we are unable to agree to your request due to your insufficient credit rating. We hope you
will understand the reasons for this decision, and we trust that we can continue to do business together as in the past.
3 Further to our email of 30 May, we have still not received payment for the outstanding sum of
€6,482. We regret to inform you that we are suspending all shipments until this outstanding balance has been settled.
4 As we now intend to place regular orders with your company, we would appreciate being able
to trade on open account. We are confident this arrangement will be to our mutual benefit, and we
look forward to an early reply.
Ех. 2.6. Read the extracts from emails below and answer the questions:
1. Which email is asking for more information?
2. Which email is making a quotation?
3. Which email is asking for better terms?
4. Which email is accepting terms?
5. Which email is refusing terms?
6. Which email is placing an order?
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A Further to your quotation dated 25 January, we are pleased to place the following trial order for
400 plastic wine glasses, order number PWG2401559.
B We are in agreement with a 10% discount for prompt payment and delivery before March.
C We would be most interested in receiving your latest catalogue and price list, quoting your most
competitive prices. Please let us know what trade discount you offer and what your delivery lead
times are.
D I’m afraid the rather low trade discount of 3% disappointed us. We would, however, be pre-
pared to place a bulk order of 1,800 items if you increased your discount to 6%.
E We can offer you a gross price, inclusive of delivery charges, of €46.13 per 100 items. These
goods are inclusive of VAT.
F Thank you for your offer of 7% off net prices for orders over 5,000 items. I regret that these
conditions are not acceptable to us.
Ех. 2.7. Complete the sentences with the expressions in italics from the emails
in ex. 2.6:
1. The … is how long it takes for the goods to arrive after ordering.
2. The … is the total price of something without any deductions.
3. A … is a reduction of the selling price of a product when a manufacturer sells
to a retailer.
4. A … is to try out products and services to see if they are satisfactory.
5. The … is the amount that is left after all deductions have been made.
6. A … is when you ask for a large number of items to be delivered
at the same time.
Practice
Ех. 2.8. Read the email below and answer the questions:
1. Who is the email from?
2. Who is the email to?
3. What three things does the writer ask the reader to do?
4. Where is Ms Sato going?
Dear Mr Ishikawa,
A Thank you for your email received January 26. With regard to my visit next month I need to tell
you that I am going to arrive at Narita Airport at 2.50 pm on Wednesday 11th February. As this
will be my first visit to Japan B I would be very grateful if somebody could meet me at the airport.
Also, C would it be possible for you to make a reservation at a nearby hotel for me? I would really
appreciate it. In addition, could you possibly send me a copy of the agenda for our meeting
and a copy of your most recent sales figures? D Please accept my apologies but my colleague
Ms Sato will not be able to join me on this visit as she is attending an investment conference
in Singapore at the same time.
E I look forward to meeting you.
F With best regards,
Franz Weigand
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Ех. 2.9. Read another email and find informal phrases to match the phrases
in italics A–F in ex. 2.8:
Dear Akira,
Thanks for your message. Re next month’s visit to Japan, I’m going to arrive at Narita airport at
2.50 pm on Wednesday 11th February. This will be my first visit to Japan so can you send somebody to meet me at the airport please? Can you book a hotel for me near your offices too?
Also, can you please send me a copy of the agenda for our meeting and a copy of your most recent
sales figures?
I’m sorry but my colleague Ms Sato won’t be able to come with me as she is going to an investment conference in Singapore at the same time.
See you next month.
All the best,
Franz
Ех. 2.10. Read an email from a dissatisfied customer and answer the questions:
1. What is the problem?
2. What action does she want?
Dear Sir / Madam,
I am writing in connection with a problem I encountered when buying tickets on your website
for the International Motor Show.
I tried to buy two tickets via your website the first day they went on sale. I selected two €15 tickets
and clicked the submit button. Nothing happened so I went back and tried again. This time I saw a
message saying that I had bought two tickets. When I checked my bank account later €60 had been
taken.
I called your customer helpline and I was put on hold for ten minutes. When I finally spoke
to somebody they told me tickets are non-refundable and that they couldn’t do anything.
This is unacceptable and I expect an immediate refund on the two extra tickets.
Regards,
Eleonora Sorenson
Ех. 2.11. Read the email that Sven Norling wrote in response to Eleonora’s
complaint and put it into the correct order:
A Sven Norling. Customer relations manager
B We are sending you two free tickets for the show and a refund of €60 as an apology.
C I am also sorry to hear that you were dissatisfied with our customer helpline. We take all our
complaints in this area very seriously and I apologise for the way your enquiry was handled.
D We had some problems with the server because of the large number of people who were buying
tickets at the same time. There was a technical problem and we were working to resolve every case
where customers were charged the wrong amount.
E Dear Ms Sorenson,
F I am writing in relation to the problem that you encountered when buying tickets for the Interna-
tional Motor Show. Please accept our sincere apologies for this problem.
G We hope that you enjoy the show.
H Best wishes,
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Ех. 2.12. Put the phrases in the box into the correct place in the table:
Thank you for email regarding …
We will be happy to exchange the items.
The reason for this problem was …
I am very sorry to hear that …
I am writing on behalf of …
We apologise for any inconvenience that this caused.
We have been experiencing problems with …
We can offer you a discount on your order.
We will look into this problem immediately.
Introducing
Apologising
Explaining
Promising action
I am writing in relation to …
Please accept our sincere
apologies for this problem.
There was a technical
problem with …
We are sending you
two free tickets.
Ех. 2.13. Read this email from Irma to an event management company. Find
and correct the mistake in each numbered line:
Dear Sir or Madam
1 I writing to ask if you can organise an event for us in London.
2 On May 20, Lowis Engineering is organise an event for approximately
3 500 major customers and business partners. We will like to
demonstrate some of our equipment and present information about our products to our guests.
4 Please lets know if this date is possible.
5 I could be grateful if you could send me information about your
6 services and prices. Please includes a telephone number.
7 I look forward to hear from you.
Yours faithfully
Irma Toivonen
Ех. 2.14. Match the beginning with the correct ending:
1. Further to your call,
2. I hope everything goes
3. With reference to discounts,
4. Our terms of payment are
5. Please get back to me
a) our terms are a 7% discount for orders over 70,000.
b) if you need any further information.
c) according to plan.
d) I’d like to confirm the following points.
e) a 4% discount for payment within 20 days.
6. Please find attached the agenda of the meeting
7. We have submitted
8. Transport costs are
9. We can guarantee delivery of
10. Please confirm
f) that you have received this email.
g) 5,000 parts per month.
h) a firm offer of €87 per item.
i) as requested.
j) free within Europe.
27
Ех. 2.15. Put the words in the sentences into the correct order:
1. you 0207 98 5151 like further on would information, If me contact
2. morning Thank phone your for you call this
3. find service our information Please attached
4. reference of to 23 your With email March
5. me 25 minimum days’ would a of This leave guarantee
6. Chairman will It an to our opportunity be you for meet
7. Thursday like to would you invite meeting a on to We
8. lunch come like you Would to to
9. hope able you We are to conference the attend
10. Are o’clock free at 6 meeting you for a
11. let if know be possible Please might me this
Ех. 2.16. The following email has a problem. There is no punctuation or capital
letters. Correct the email so that it makes sense:
dear mr rocha thank you for contacting lexington technical support unfortunately I do not understand the nature of the problem you are having or in fact even the product you are using can you
please write back with as much information as you can about what product you are using what
you are trying to do what problem you are having etc best regards aleixo vilar technical support
engineer
Ех. 2.17. Rewrite the email and correct the mistakes in spelling, punctuation
and grammar:
Dear mr Kopitar
Thank for the order. I just want to conferm that we have recieved your order details and we have
started to process the order. If your item will be not instock or if there will be any despatch problems we will contact you within the next 24/36 hrs. Please contact us if you have not received
your order within 7 days at orders@ciclosciclone.com so we can resolve the issue.
thenkyou once again for your order.
Kind Regards.
CiclosCiclone (Despatch Team)
Ех. 2.18. Complete the email below:
… a list of language schools in London which offer two or four-week intensive English for Busi-
ness courses. I would like to do a course of this type in the autumn. …
Ех. 2.19. You have received an email about a problem below. Write an email
in response, explain the cause of the problem, and promise action:
A customer ordered a computer from your online shop. The delivery arrived
on time but some of the components are missing.
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Ех. 2.20. Your boss, Santeri Virtanen, wants you to write an email. Use your
notes to help you. You work for Crayton Car Rentals:
Write to the Event Manager, Carlton Hotel.
We need a large room for our Annual General Meeting in New York:
Date: April 10
Number: 300 guests
We need information about:
1 Room size.
2 Presentation equipment.
3 Catering.
4 Costs.
Review
Ех. 2.21. Decide which statements are true:
1. The formal email is for people you know well inside or outside the company.
2. In British English, when you do not know the name of the person you are
writing to, you begin an email like this: To Whom It May Concern and finish Best re-
gards. In American English you begin Dear Sir or Madam and end Yours faithfully.
3. In American English when you write 01/03/20… you mean January 3, 20…
In British English when you write 01/03/20… you mean March 1, 20…
4. You can use Best regards or Best wishes at the end of an email either
to somebody you know well or do not know at all.
Ех. 2.22. Find more formal phrases:
1. Dear Sir / Madam,
2. Dear Marta
3. Hi Sam
4. Thanks for …
5. Following our earlier today conversation …
6. I am writing to inform you about …
7. I write to confirm …
8. Can you …?
9. Do you want to …?
10. Shall we say 12.30 at my office?
11. Would it be possible for you to …?
12. I’m sending you …
13. I apologise for …
14. Please contact us if you have any further enquiries.
15. Take care.
16. I look forward to hearing from you.
17. Yours
18. Yours sincerely
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Ех. 2.23. Stephanie sends Laporta an email. Read it and put the sentences
in the right order:
A Jovanka Novak
B Thank you once again for improving your quote, and
C Dear Mr Kovac,
D and payment at thirty days from today.
E I look forward to receiving the goods in due course.
F The price agreed was £1,000 (ex. VAT), with transport costs of £90
G You promised delivery within thirty days.
H Yours sincerely
I I am writing to confirm my order for one Literatura table (180 cm), a two drawer filing cabinet
in cherry and one Clio chair.
J Following our phone conversation today,
Ех. 2.24. Label the parts of the email in ex. 2.23:
1) closing sentence;
2) closing;
3) sender’s name;
4) opening;
5) reason for writing.
Letters
Starting out
Ех. 2.25. Read the following information:
Formal business correspondence is usually done by letter as this leaves a written
record which can be kept for reference. We usually write business letters in these situations: to apply for a job, propose a service, inform people of developments, give
information to customers or suppliers, request action, confirm or conclude an agreement, complain about bad service or products.
The style of the letter depends on how well you know the person you are writing to:
1. Very formal: when you do not know the person you are writing to.
2. Formal: when you know the person’s name but you do not know the person.
3. Semi-formal: when you know the person.
Ех. 2.26. What makes a good letter? Choose from the list:
1. Is easy to follow.
2. Is as brief as possible.
3. Is grammatically complex.
4. Contains accurate information.
5. Contains a lot of complicated words.
6. Contains a clear statement of purpose.
7. Has a clear style and is written in simple English.
8. Adopts an informal, chatty style to put your client at ease.
9. Contains plenty of technical information and jargon to show your client you
are knowledgeable.
30
Ех. 2.27. When you need to write a letter you should:
1. Establish a clear purpose.
2. Know your audience.
3. Plan a logical sequence, and organise your ideas into paragraphs.
4. Be brief and precise.
5. Use plain language: avoid jargon, complex words and abbreviations your
reader might not understand.
6. Use a formal (or at least neutral) business tone.
7. Always be courteous and polite.
8. When you have finished writing, check everything: the content, format, lan-
guage, and style.
Ех. 2.28. Remember to REWRITE:
1. Read a text that is similar in style before writing.
2. Edit your work for typical errors and confusable words.
3. Write using a clear layout with titles and headings.
4. Remember to do a spell-check.
5. Ideas work best when there is only one per sentence.
6. Take a break before writing your final draft.
7. Edit again and ask a professor or colleague for feedback.
Ех. 2.29. Match the types of business correspondence: a memo; b email; c letter:
1
Dear Amalia,
With reference to your order, please find attached the invoice with the final cost. I am very sorry,
but we don’t have any more of the executive shredders – item OW 454 – they are out of stock. Do
you want to wait for the delivery? Or do you want a different model?
Best regards,
Filippos Michelakis
2
Dear Sir or Madam,
I am writing to tell you about our new product range for next year. Please find enclosed our new
brochure and price list for this year. For the special 10% discount, please order before 31 January.
Yours truly,
Mark Grady
3
Please note that all departments have new shredding machines. These are official company documents. Please find enclosed an instruction manual for these machines.
Yorgos
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