- •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
Indicating action
I have looked into the matter.
I have checked with the staff involved.
The delay / mistake / damage was due to circumstances beyond our control.
We cannot understand how such a delay / mistake could have occurred.
Offering compensation
To compensate you for the inconvenience, we would like to offer you...
Please accept our reassurances that...
We can guarantee that...
Let me personally assure you that...
Ending the letter
Thank you for bringing this matter to my attention.
Once again, my apologies for the inconvenience caused.
We very much regret the embarrassment /annoyance you experienced.
I very much hope that you will continue to use our company in the future.
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.
|
1 a) the 25 of October |
b) October the 25 |
c) 25th October |
|
2 a) defect |
b) problem |
c) asset |
|
3 a) demand |
b) order |
c) request |
|
4 a) investigated |
b) looked |
c) traced |
|
5 a) bothered |
b) killed |
c) horrified |
|
6 a) suppliers |
b) creators |
c) models |
|
7 a) mislabelled |
b) misspelt |
c) mishandled |
|
8 a) certified |
b) checked |
c) tried |
|
9 a) apologise |
b) sorry |
c) regret |
|
10 a) suggest |
b) demand |
c) insist |
|
11 a) charge |
b) subtract |
c) reimburse |
|
12 a) debit |
b) cost |
c) credit |
Thank you for your letter of 1_______________ 1989, about the 2______________ you have had with your 3_________________ X/123/89.
I have 4__________________ into the matter and I was 5________________ to find that our 6__________________ had sent us the wrong components and had also 7________________ them, so that our clerks did not realise the mistake. Of course we should have 8_________________, but I am 9__________________ to say that we did not do so.
The only thing I can do is to 10________________ that you return the faulty items (we will, of course, 11_________________ the shipping costs) and we will replace them with the correct items or 12__________________ you with their value. We apologise for the error and are taking steps to ensure that it is not repeated.
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.
These are the points she mentioned in her letter:
• a group of young people were behaving badly;
• they were drinking alcohol and being very noisy;
• they were moving around the plane disturbing other passengers;
• passengers were unable to relax or sleep;
• the cabin crew were unable to deal with the situation;
• the situation not only unpleasant but dangerous;
• Ms Pietragalli is unlikely to fly with Alpha Airlines again.
The following reply was sent to Ms Pietragalli by Alpha's Customer Relations Manager. Complete the letter with suitable words or phrases from below:
compensate concerned the difficulties you encountered in the future inconvenience looked into once again sincere apologies to my attention to offer you unfortunately
Ms. Silvina Pietragalli
Av Mansilla 15
08034 Buenos Aires
Argentina December 15
Dear Ms. Pietragalli:
Thank you for your letter of December 10. I was extremely .......................1 to learn about the unpleasant experience you had during your flight to Argentina. I would like to apologize on behalf of Alpha Airlines for the annoyance and ..........................................2 you suffered.
I have .......................................3 the matter and talked to the staff concerned. They agreed that the young people were noisy and some of them did drink too much. However, they said that these passengers seemed to be having a good time and the staff didn't want to 'spoil their fun'. I showed them your letter and explained how upset you were. They now regret that they did not take action to control the situation. They wish to offer you their ..........................................4 . I should add that the flight attendants in question had only recently finished their training and therefore were rather inexperienced. .........................................5, they were not used to dealing with this kind of situation. I am sure that they will learn from the incident and know how to deal with such behaviour in future.
I hope that the 'bad memories' of the flight will soon disappear. To..........................................6 for the inconvenience caused to you, I would like..........................................7 a gift from our catalogue. Please choose one of the items displayed in the catalogue on pages 6-10. Let us know your selection and we shall send you the gift without delay.
.........................................8, please accept our apologies for ..........................................9. Thank you very much for bringing this matter .........................................10. I very much hope that you will continue to use our airline when you travel .........................................11.
Yours sincerely,
Lisa Kaplan
Lisa Kaplan
Customer Relations Manager