- •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 Reorder the following, so that they show the usual structure of a letter of complaint:
Explain what went wrong or why you were dissatisfied.
End with an appropriate comment.
Mention the inconvenience caused.
Begin by regretting the need to complain.
Suggest how the matter can be put right or what your solution to the problem is.
Now look at Jonathan Webb's letter and check how he organises his ideas.
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
Opening the letter
I am writing to complain about...
I am sorry to tell you that...
I am writing with reference to...
Explaining why you are dissatisfied
There seems to have been an error.
There appears to be a mistake / a misunderstanding.
Requesting action
I would be glad if you would look into the matter.
Suggesting action
The best solution would be to...
I'd like to suggest that...
Write your own letter of complaint, for example, about a poor product or unsatisfactory service that you have experienced.
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.
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Complain about delivery |
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Reply to a reminder to pay |
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1. As a matter of fact, the above invoice was settled on October 10, i.e., exactly five days after our order had been received.
2. As a result, I will have to consider changing my supplier unless you can guarantee that such errors will not happen again in the future.
3. As usual, we paid by bank transfer.
4. Every time, those errors have had an adverse effect on our production schedules.
5. Further to our telephone call this morning, I am writing to complain about a number of items which are either missing or faulty in the above order.
6. I am sorry to have to remind you that this is the third time we have had occasion to complain of such mistakes.
7. Please find enclosed a detailed list of both missing and faulty items.
8. We enclose a copy of a statement from our bank confirming that payment was indeed made.
9. I hope you will take the necessary action to resolve this matter speedily.
10. We would advise you to check your records carefully.
11. With reference to your reminder of December 1, it seems to us that an error has been made.
2.5 Complaints and suggestions. Complete this business e-mail with an appropriate form of the verbs below:
accept arrive cause complain guarantee happen look promise
To: iroda.vilag@clunanethu
Subject: Order No RS/050A
Dear Mrs Nagy
This is to 1_______________ about the late delivery of our order for 15 office chairs which 2___________________ today twelve days later than you 3____________________.
We cannot 4__________________ the possibility of such a delay 5__________________ again as it has 6__________________ us a lot of inconvenience. If you can't 7___________________ firm delivery dates, I'm afraid we'll have to 8____________________ for an alternative supplier.
Yours sincerely
E.Jankov
Pharmaco Int.
Replying to Letters of Complaint
2.6 Reply to the e-mail above (ex. 2.5). Useful language
Showing understanding and sympathy
I am very sorry to hear that...
I am sorry that you were dissatisfied with...
Apologising
I would like to apologise for the inconvenience you suffered / the problems you experienced.
Please accept our sincere apologies.
We would like to offer our sincere apologies for ...