- •Министерство образования Российской Федерации
- •Методические указания к практическим занятиям по деловой корреспонденции Часть 1
- •Entry Test. Letters
- •Personnel appointments
- •1.1 Applying for a position
- •1.1.1 Opening
- •1.1.2 Application form requests
- •1.1.3 Curriculum vitae
- •1.1.4 Opening
- •1.1.5 Summary of details
- •1.1.6 Explanation of previous experience
- •1.1.7 Reasons you are applying
- •1.1.8 Close
- •1.2 Specimen letters
- •1.2.1 Unsolicited letter
- •1.2.2 Reply to unsolicited letter Mitchell Hill Plc Merchant Bank
- •11-15 Montague Street London Eel 5dn
- •1.2.3 Application form
- •1.2.4 Covering letter for c.V.
- •1.2.5 Curriculum vitae
- •Curriculum vitae
- •1.2.6 Invitation for an interview
- •International Computing Services plc
- •1.3 Making a decision
- •1.3.1 Turning down an applicant
- •1.3.2 Offering a position
- •1.3.3 Openings
- •1.3.4 Details
- •1.3.5 Close
- •1.4 Specimen letters
- •1.4.1 Letter offering position
- •International Computing Services plc
- •1.4.2 Letters confirming acceptance
- •1.5 Points to remember
- •Writing Curriculum Vitae (Resume). Covering letter
- •1.2 In the box are headings from a typical cv. Look at the extracts from the cv of Tomoko Horiguchi, a Japanese woman working in England. Under which of the cv headings should each extract be placed?
- •1.3 When you apply for a job you usually send a cv and covering letter. Which of the following do you usually do in a covering letter?
- •Letter of application
- •1.4 A letter of application.Put the paragraphs in the correct order:
- •1.5 Complete Fiona Scott's letter of application using the following verbs:
- •1.6 Giving news to job applicants.Read this letter making an offer of employment. Then decide whether the statements below are true or false:
- •1.7 The draft letter below is addressed to an unsuccessful candidate for the vacancy at Slim Gyms. Put a circle around any language that you think is too informal for the situation:
- •1.8 Complete this corrected version of the draft letter using items from below:
- •1.9 Study the Useful languagebox below. Use a dictionary to check the meaning of any words or phrases which are unfamiliar. Add three words or phrases to each column. Useful language
- •1.10 Complete the letter using suitable words and phrases from the Useful languagebox. The letter in brackets indicates which column you should check to find the correct word or phrase.
- •1.11 Responding to job applications. Read the letter and fill in each blank with an appropriate passive form of the verbs below.
- •1.12 Write Andrew's reply to Karen Poulson.
- •2.2 Writing general complaints
- •2.2.1 Opening
- •2.2.2 The language of complaints
- •2.2.3 Explaining the problem
- •2.2.4 Suggesting a solution
- •2.3 Replying to letters of complaint
- •2.3.1 Opening
- •2.3.2 Getting time to investigate the complaint
- •2.3.3 Explaining the mistake
- •2.3.4 Solving the problem
- •2.3.5 Rejecting a complaint
- •2.3.6 Closing
- •2.4 Specimen letters
- •2.4.1 Complaint of damage f. Lynch & Co. Ltd.
- •2.4.2 Reply to complaint of damage
- •Satex s.P.A.
- •Via di Pietra Papa, 00146 Roma
- •2.4.3 Complaint of non-delivery
- •2.4.3 Reply to complaint of non-delivery
- •2.5 Points to remember
- •Making complaints
- •2.1 Jonathan Webb, Marketing Director of Executive Golfing Ltd, placed an order for an advertisement with an agency. On 15 May he stated the following requirements to Rachel Levy at rl Media:
- •2.2 Reorder the following, so that they show the usual structure of a letter of complaint:
- •2.3 Study the expressions in the Useful language box, then choose one of the situations below and write a letter of complaint: Useful language
- •2.4 Letters of complaint. Unscramble the sentences and re-order them to make two different letters of complaint. Write the sentence numbers in the table.
- •2.5 Complaints and suggestions. Complete this business e-mail with an appropriate form of the verbs below:
- •Replying to Letters of Complaint
- •2.6 Reply to the e-mail above (ex. 2.5). Useful language
- •Indicating action
- •2.7 The text of a letter replying to a complaint is given. Complete it, choosing from the alternatives given to fill in the gaps.
- •2.8 Silvina Pietragalli recently flew home to Argentina. She had a very unpleasant flight and she wrote to Alpha Airlines to complain about it.
- •Put the following points in order to show how Lisa Kaplan's letter is organized:
- •2.9 Write a suitable letter to deal with one of these situations. Invent an address for the people and companies concerned. Use some of the expressions from the Useful languagebox.
- •2.10 Complete this reply to the complaint about delivery in the exercise above.
- •Enquiries
- •3.1 Methods of enquiry
- •3.2 Writing letters of enquiry
- •3.2.1 Opening
- •3.2.2 Asking for catalogues, price-lists, prospectuses
- •3.2.3 Asking for details
- •3.2.4 Asking for samples, patterns, demonstrations
- •3.2.5 Suggesting terms, methods of payment, discounts
- •3.2.6 Closing
- •3.3. Specimen letters
- •3.3.1 Reply to an advertisement
- •3.3.2 Enquiry from a retailer to a foreign manufacturer
- •F. Lynch & Co. Ltd.
- •3.3.3 Request for an estimate
- •3.4 Points to remember
- •Writing letters of enquiry
- •3.1 Complete the letter with the following phrases:
- •3.2 Below you will see parts of three letters of enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
- •Replying to letters of enquiry
- •3.5 Below you will see parts of three letters answering an enquiry. Put the correct word or phrase in each blank. Choose from the following list. Use each item once only.
- •3.6 Read the letter of enquiry below, and cross out the one sentence which does not fit in.
- •3.7 Write a suitable reply to the letter in ex. 3.6, following the guidelines below.
- •List of References
- •Методические указания к практическим занятиям по деловой корреспонденции Часть 1
2.2.4 Suggesting a solution
If you think you know how the mistake can be corrected, let your supplier know.
If I send you a debit note for £18.00 and deduct it from my next statement that should put the matter right.
The best solution would be for me to return the wrong articles to you, postage and packing forward.
Rather than send a credit note, you could send six replacements which would probably be easier than adjusting our accounts.
2.3 Replying to letters of complaint
2.3.1 Opening
Acknowledge that you have received the complaint, and thank your customer for informing you.
Thank you for your letter of 6 August informing us that…
We would like to thank you for informing us of our accounting error in your letter of the 7 June.
We are replying to your letter of 10 March in which you told us that…
2.3.2 Getting time to investigate the complaint
Sometimes you cannot deal with a complaint immediately, as the matter needs to be looked into. Do not leave your customer waiting, but tell him what you are doing straight away.
While we cannot give you an explanation at present, we can promise you that we are looking into the matter and will write to you again shortly.
As we are sending out orders promptly, I think these delays may have something to do with the haulage contractors and I am making investigations at the moment.
Would you please return samples of the items you are dissatisfied with, and I will send them to our factory in Düsseldorf for tests.
2.3.3 Explaining the mistake
If the complaint is justified, explain how the mistake occurred but do not blame your staff; you employed them, so you are responsible for their actions.
The mistake was due to a fault in one of our machines, which has now been corrected.
There appears to have been some confusion in our addressing system, but this has been adjusted.
2.3.4 Solving the problem
Having acknowledged your responsibility and explained what went wrong, you must, of course, put matters right as soon as possible and tell your customer that you are doing so.
We have now checked our accounts and find that we have indeed been sending you the wrong statement due to a confusion in names and addresses. The computer has been reprogrammed and there should be no more difficulties. Please contact us again if any similar situation arises, and once more thank you for pointing out the error.
The reason for the weakness in the units you complained about was due to a faulty manufacturing process in production. This is being corrected at the moment and we are sure you will be completely satisfied with the replacement units we will be sending you in the next few weeks.
2.3.5 Rejecting a complaint
If you think the complaint is unjustified, you can be firm but polite in your answer. But even if you deny responsibility, you should always try to give an explanation of the problem.
Our engineer has examined the machine you complained about and in his report tells us that the machine has not been maintained properly, if you look at the instruction booklet on maintenance that we sent you, you will see that it is essential to take care of. . .
Our factory has now inspected the stereo unit you returned last week, and they inform us that it has been used with the wrong speakers and this had overloaded the circuits. We can repair the machine, but you will have to pay for the repairs as misuse of the unit is not included under our guarantee.