4 Ordering ideas

Try to group your ideas into logical paragraphs. Group your paragraphs either chronologically or in order of importance. Use connectors to help structure this order.

USEFUL PHRASES

Chronological order: When I first placed the order with you, I was told that it would be delivered within two weeks. | Once you arrive, you will need to go to the warehouse.

Order of importance: I was very pleased with the service I received. | First of all, the staff were particularly helpful.

5 Range

It is important to use high-level language and vocabulary in a formal letter. A good letter will make use of some of the formulaic phrases appropriate for the style. It will also use appropriate connectors.

Another way you can show your language ability is by not repeating the exact phrases in the original communication (or exam question).

USEFUL LANGUAGE

Change the part of speech of a word to avoid repetition. THE INSTRUCTIONS: You must have the appropriate qualifications. YOUR ANSWER: I am a fully qualified accountant.

Use a synonym. THE INSTRUCTIONS: You recently bought a phone from this company. YOUR ANSWER: I purchased a telephone from you a few weeks ago.

Change the order of ideas. THE INSTRUCTIONS: The schedule has been changed because of problems with staffing. YOUR ANSWER: Problems with staffing have meant that we will have to make some changes to the schedule.

6 Ending the letter

The end of your letter is as important as the beginning. You should state what you expect the other person to do next, and tell them how they can contact you.

USEFUL PHRASES

State the next course of action: I hope to hear from you in the near future. | I would like to request a refund of the full amount. | I will wait to hear from you before I take any further action. | I look forward to hearing from you in due course.

Tell them how they can contact you: I can be contacted at the above address. | Please do not hesitate to contact me if you have any further questions.

Write a final greeting on a new line.

USEFUL PHRASES

If you began your letter Dear Mr. Brown, end it: Yours sincerely (BrE), Sincerely yours, Sincerely, Yours truly, Best regards (AmE)

If you began your letter Dear Sir or Madam or To Whom It May Concern, end it: Yours faithfully (BrE), Sincerely yours, Sincerely, Yours truly (AmE)

If you began your letter with a comma after the opening greeting, add a comma after the closing statement. In American English, always add a comma.

Sign your name on a new line and print your full name clearly on the line below. In American English, you might also add your telephone number after your name on a new line.

Sample formal letter

6 Lakeside Road Alton UK 5th March Customer number: AF 2789 Tel: mob 07790 74820 Mr A Fountain Springbourne Technologies Unit 7, Riverside Business Park Wilham

Dear Mr Fountain,

I am writing to complain about the computer that I bought from your company last week. I am unhappy with the computer and the service that I have received.

In your advertisement you state that a choice of software is included in the price. I was hoping for something useful, like a word processing package or something for the Internet, but you included an outdated tennis game, and a program to write up recipes. Neither piece of software is particularly useful for me.

I was also unhappy with the after-sales service that I received. Although you claim in your advertisement that you offer discounts, the computer that I bought was on sale for £150 less in my local computer shop. I was happy to pay the extra money because I am not very confident with computers and I thought your company would offer me the extra technical help that I need. However, this was not the case.

I had to take the day off work to wait for the computer to arrive, despite your claims that you would arrange a convenient time. The technician who finally came was little more than a delivery boy and he stayed for only ten minutes, just long enough to take the computer out of the box. When I had difficulties setting up the computer on my own, I decided to phone your hotline, but was shocked to be told by your operator that the call would cost a total of £20.

I am still having difficulties getting the computer started and would like you to send one of your technicians to my house as soon as possible to fix it. I would also like a refund of the £20 phone call, which I feel I should not have to pay, and a choice of a better range of software products than the ones you have sent me.

I hope to hear from you in the near future, and can be contacted at any time on the mobile number above.

Yours sincerely,

Chris Brown