Методичні вказівки Ділова іноземна мова

Example 2.3

Letter of complaint

(complaint of non-delivery)

FORHAM VEHICLES PLC

Lever Estate, Scarborough, Yorkshire Y011 3BS

Directors: M. Blackburn, M.H. Thomson

Order No. VC 58391

We are writing to you with reference to the above order and our letter of 22 May in which we asked you when we could expect delivery of the 60 dynamos (Artex model 55) you were to have supplied on 3 June for an export order.

We have tried to contact you by phone, but could not get anyone in your factory who knew anything about this matter.

It is essential that we deliver this consignment to our Greek customers on time as this was an initial order from them and would give us an opening in the Greek market.

Our deadline is 28 June, and the lorries have been completed except for the dynamos that need to be fitted.

Unless we receive the components within the next five days, the order will be cancelled and placed elsewhere. We should warn you that we are holding you to your delivery contract and if any loss results because of this late delivery we will be taking legal action.

Yours sincerely,

M. Blackburn

M. Blackburn

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WRITING GENERAL LETTERS OF COMPLAINT

Opening. As soon as you realized a mistake has been made write a letter of complain. Do not delay! Delay not only weakens your case, but can complicate the matter as the people you are dealing with might forget the details. Do not apologize! There is no need to open your letter by apologizing for the need to complain (‘We regret to inform you…’, ‘I am sorry to have to write to you about…’). This also weakens your case. Begin simply:

We would like to inform you…

I am writing to complaint about…

I am writing with reference to Order № P32 which we received yesterday.

The language of complaint. Terms like ‘disgusted’, ‘infuriated’, ‘enraged’, ‘amazed’ have no place in business. You can express dissatisfaction by saying:

This is the third time this mistake has occurred and we are far from satisfied with the service you offer.

Unless you can fulfill our orders efficiently in the future we will have to consider other sources of supply.

Please ensure that this sort of problem does not arise again.

Do not be rude or personal! In most cases correspondence between firms takes place between employees in various departments. Nothing is gained by being rude to the individual you are writing to; you may antagonize someone who has probably had nothing to do with the error and, rather than getting the error corrected, she/he could become defensive and awkward to deal with. Therefore, do not use sentences like:

‘You must correct your mistake as soon as possible’, ‘You made an error on the statement’, ‘You don’t understand the terms of discount. We told you to deduct discount from net prices, not c.i.f. prices’. Use the passive and impersonal structures:

The mistake must be corrected as soon as possible. There appears to be an error on the statement.

There seems to be some misunderstanding regarding terms of discount. Discount is deducted from net prices, not c.i.f. prices.

Do not use words like ‘fault’ (‘your fault’, ‘our fault’) or ‘blame’ (‘you are to blame’). These expressions are not only rude, but childish. Therefore, do not write: ‘It is not our fault, it is probably the fault of your despatch department’. But:

The mistake could not have originated here, and must be connected with the despatch of the goods.

Never blame your staff, and finally, while writing the letter of complaint remember that your supplier wants to help you and correct the mistake. He is not in business to irritate or confuse his customer but to offer them a service.

Explaining the problem. If you think you know how the mistake was made, you may politely point it out to you supplier. Sometimes when a mistake occurs several times, you may be able to work out why it is happening more quickly then her firm you are dealing with.

Could you tell your despatch department to take special care when addressing my consignment? My name is C.J.Schwartz, Bergstr. 101 Koln who also deals on electrical fittings.

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Could you ask your accounts department to check my code carefully in future? My account number is 246-642, and they have been sending me statements coded 642-246.

I think the reason that wrong sizes have been sent to me is because I am ordering in metric sizes, and you are sending me sizes measured in feet and inches. I would appreciate your looking into this.

Suggesting a solution. If you think you know how the mistake can be corrected, let your supplier know.

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 account.

Warning (optional).

Otherwise, we may have to look elsewhere for our supplies.

I'm afraid that if these conditions are not met, we may be forced to take legal action.

If the outstanding fees are not paid by Monday, 25 November 2013, you will incur a 10% late payment fee.

Closing.

I look forward to receiving your explanation of these matters. I look forward to receiving your payment.

I look forward to hearing from you shortly.

So, there are some important points to remember while writing a letter of complaint: before writing make sure you have got your facts right; write calmly, clearly presenting all the relevant information and making any suggestion that may help put the matter right; never make the complaint personal; use an impersonal tone.

IV. Write a letter of complaint. Use the information from the unit and the examples of the letters in Appendix 2. The following phrases may be useful as well.

Opening phrases

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SECTION C

I. Analyze the following words.

1.feedback – коментар, точка зору

2.insult – ображати

II. Listen to the text «HOW TO SUCCEED IN WRITING THE COMPLAINT» and decide if the statements are true (T) or false (F).

1. The letters of complaint contains some satisfaction towards the product, service or the company.

2. It is very important to provide the cause and effect of the complaint.

3. In writing the complaint letter it is not important to know whom it has to be written.

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4.While writing your complaint you can write the positive feedback about the company or service.

5.The letter of complaint is not often considered as an official document.

III. Listen to the text «HOW TO SUCCEED IN WRITING THE COMPLAINT» once again.

Answer the questions:

1.What kind of tone should be while writing the letter of complaint?

2.What will make the person you are writing to give an immediate resolution?

Complete the sentences:

3.The letter of complaint should be such that the reader understands the problem immediately, so keep it …

4.It is always better to make the letter … rather than emotional

5.It is important to … of any relevant documents that support your case.

SECTION D

I. Analize the following words and word combinations.

1.to contact business – зв’язатися з підприємством

2.to fell easy on the point – відчувати себе впевнено у питанні

3.purchase and sale contract – договір куплі-продажу

4.warranties – гарантії

II. Practise reading the dialogue with your partner.

COMPLAIN AND BE HEARD!

-Hello. Nice to meet you. What’s wrong?

-Oh, you know, I’ve spent money on a product only to find out I haven’t got what I paid for.

-Don’t worry. It can happen to anyone. The only thing to do is to complain.

-I know, but I contacted the business at once and made a request to get the company to fix the problem.

-And have you got any results?

-Not yet.

-You must remember that you have the right to complain. And to my mind the next step is to write a letter of complaint to someone higher up.

-But I don’t fell easy on this point.

-OK, I can give you some advice. Write to the right people in the right order. In your letter be reasonable, polite and clear. You have to include sales receipt, warranties and a purchase and sale contract. Lastly, act quickly!

-Oh, thanks. I’ll do it without any delay.

III. Give the main idea of the dialogue in your own words.

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UNIT 3

EMPLOYMENT PROCESS

SECTION A

I. Read and learn the following topical words.

1.advertisement, n [əd'və:tismənt] – реклама, оголошення, анонс

2.applicant, n ['æplikənt] – заявник

3.employee, n [implɔiˈi:] – працівник

4.employer, n [imˈplɔiə(r)] – роботодавець

5.experience, n [ikˈspiəriəns] – досвід

6.interview, n [ˈintəvju:] – інтерв'ю

7.recruit, v [riˈkru:t] – наймати

8.reference, n [ˈref(ə)rəns] – відгук, рекомендація

9.résumé (AmE), n [riˈzju:m] – резюме

10.vacancy, n [ˈveikənsi] – вакансія

11.want ad, n [wɒnt ֽeiˈdi:] – оголошення

II. Read and remember the word combinations and phrases.

прийому на роботу

3.cover letter (AmE) [ˈkʌvə(r) ˈletə(r)] – супровідний лист

4.covering letter / letter of application (BrE) [ˈkʌvəriŋˈletə(r) / ˈletə(r)əv

æpliˈkəiʃn] – супровідний лист

5.curriculum vitae/CV (BrE) [kə'rikjuləm 'vitai /si:'vi:] – резюме,

автобіографія

6.employment process [imˈplɔimənt ˈprəuses] – процес працевлаштування

7.Human Resources department [ˈhju:mən riˈsɔ:siz diˈpa:tmənt] – управління по роботі з персоналом

8.offer and demand [ˈɒfə ənd diˈma:nd] – пропозиція та попит

9.short list of candidates (applicants) [ʃɔ:t list əv ˈkændidəts ('æplikənts)] –

короткий список кандидатів

10.to apply for a position [əˈplai fə(r) e pəˈziʃn] – подати заяву на посаду 11.to evaluate candidates [iˈvæljueit ˈkændidəts] – оцінити кандидатів 12.to hunt for a job [ˈhʌnt fə(r) e ˈdʒɒb] – шукати роботу

III. Read and translate the following text.

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THE EMPLOYMENT PROCESS

Among all the modern technological changes of this century there are a lot of things that never change. They are always stable throughout the years. One of these things is the main rule upon which the employer hires the employee, and through which the employee gets the job. What is this rule? It is the offer and the demand. The employer needs something and he searches for it; the employee in turn tries to gain that thing and he comes to the employer to offer himself. It is simply the main rule of getting a job.

When a company needs to recruit new people, it can give an advertisement (want ad) in all the media including radio and television. However, newspapers, magazines and the Internet are the main sources of vacancies. So on the way to get the job the first point is to search the Internet or the advertisements of the newspapers and magazines that specialize in vacancies. Then you select the job that you think would match your own interests, qualifications and abilities.

A vital part of the employment process is an application package which consists of a letter of application/covering letter (cover letter – AmE) and a curriculum vitae/CV (résumé – AmE). These documents contain details of employee’s education and experience. A company may ask candidates to fill up a standard application form. The company’s Human Resources department selects the most suitable applications and prepares a short list of candidates or applicants, who are invited to attend the interview.

The next important step is the interview. You have to give the employer what he wants, or persuade him that you are the one who can fulfill all his needs and give him what he wants. It is said that you should sell what the buyer is buying.

A growing number of companies are no longer satisfied with traditional job interviews. Sometimes they give the candidates series of written tests. These tests are not about mathematics or grammar. By these tests employers want to evaluate candidates on the following qualities: 1). Does the candidate have creative abilities? 2). Can the candidate be a leader? 3). Is the candidate flexible and capable of learning? 4). Does the candidate have enough skills and knowledge?

Thus to succeed in job hunting you should divide the employment process into small stages and get thoroughly prepared for each of them.

IV. Have a discussion on the topic «THE EMPLOYMENT PROCESS». Use the following questions as a plan. Retell the text.

1.What is the content of the main rule that never changes between the employer and the employee?

2.What methods of finding a job do you know?

3.What does a company do first when it needs to recruit new people?

4.What are the main sources of vacancies?

5.What does an application package consist of?

6.One of the main important steps of the employment process is the interview, isn’t it?

7.What documents contain details of employee’s education and experience?

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8.What is the purpose of written tests in the frame of the employment

process?

9.What principal qualities must the candidates have to satisfy employers?

10.Why should one divide the employment process into small stages?

V. Complete the sentences with the words from the text.

1.The main rule of getting a job means that the employer …, and the employee … .

2.… are the main sources of vacancies.

3.… is the main part of the employment process.

4.The company’s Human Resources department prepares … , who are invited to attend the interview.

5.Some companies either invite for the interview or to give the candidates … .

6.Candidates must have creative …, be a … , be flexible and … , have enough … .

7.To succeed in job hunting you should … .

VI. Give the definitions to the terms.

Advertisement, interview, employee, employer.

VII. Translate the sentences into English.

1.Пропозиція та попит лежать в основі пошуку роботи.

2.Головними джерелами пошуку вакансій є газети, журнали та Інтернет.

3.Ви обираєте роботу, яка, на вашу думку, відповідала б вашим власним інтересам, кваліфікаціям та здібностям.

4.Супровідний лист та резюме містять інформацію про освіту та досвід робітника.

5.Під час інтерв’ю Ви повинні переконати працедавця, що Ви саме та людина, яка може задовольнити його потребам.

6.Працедавець хоче оцінити кандидата як потенційного лідера, який має достатньо навичок та знань та є здатним для навчання.

VIII. Grammar: Direct-Indirect Speech Revision. Complete the sentences. Use the pattern:

What is your name?' he asked me. – He asked me what my name was.

1.'Where are the documents?' a chief asked a secretary.

2.'Will you help me carry the box, please?' he asked.

3.'What time will you be at the office?' a boss asked me.

4.'Can you do this job?' he asked a new employee.

5.'Who was at the table' a clerk asked me.

6.'When will you do your project?' a professor asked a student.

7.The boss asked me, 'Have you finished those reports?'

8.Sam asked his friend, 'Do you like computer games?'

9.'She used to work with this company' he explained us.

10.'I have not written the letter today' she said.

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SECTION B

I. Read and learn the following word combinations.

1.to have a vacancy for – мати вакансію

2.to be recommended by – бути рекомендованим

3.to work with – працювати на

4.to be involved with duties – виконувати обов’язки

5.to gain experience in – здобути досвід у

6.to join a company – отримати робоче місце у компанії

7.to take responsibility for – бути відповідальним за

8.to look forward to hearing (seeing, etc.) – сподіватися почути

(побачитися і т. ін.)

II. Read and analyze the following text.

WRITING AND FORMATTING THE LETTER OF

APPLICATION/COVERING LETTER

The letter of application/covering letter is the first direct contact between a candidate for a position and an employer.

The letter of application must be well written and presented to make a good impression. This letter normally contains some parts, in which you should confirm that you wish to get the job and say where you learned about the vacancy, say that your interests are the same as those of the company, show that you can contribute to the job by high-lighting your skills and experience, indicate your willingness to attend an interview.

1. If replying to an advertisement, as with most correspondence, it is better to simply state what you are doing and remember to give a date or reference.

I would like to apply for the position Programmer advertised in this month’s edition of Computer Techniques.

I am writing to you concerning your advertisement on 12 May in The Guardian, for a bilingual secretary to work in your export department.

I am answering your advertisement for the post of Bank Trainee which appeared in yesterday’s Times.

I am replying to the advertisement of 18 June for a Sales Manager which you place in The Export Journal.

If applying for a position which has not been advertised, you can open like this:

I am writing to ask if you might have a vacancy in your general office for a clerical assistant.

I am writing to ask if you might have a vacancy in the export/accounts department for an export manage/ accounts clerk.

If someone associated with the company suggested you write to them, you can open thus:

I was recommended by a company, who has had a long association with your firm, to write to you concerning a possible post in your department.

I was recommended by a company, who is one of your suppliers/customers, to contact you concerning a possible post in your department.

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2.In the second paragraph to a letter answering an advertisement you should mention your CV (résumé):

I am enclosing my curriculum vitae for the position of a textile designer. The enclosed C.V. is for the above post.

3.Next there is a summary of details.

You will see that I graduated from the University in (date) where I got a degree/ diploma, / certificate. I then began work with (name of firm) as (job title), where I was trained as (title), and I was involved with (brief description of duties).

If you have more than one job, you could explain why you left each position. But you should never use explanations such as leaving for more money, better health scheme, social facilities, or conditions. Employers do not like to feel staff leave companies for these reasons. You should also not state you were bored with the work you were doing. And never criticize the firm you worked for, or staff you worked with. Explanations for leaving a company could include the following:

I left (name of firm) in (date) as (new employer) offered me a chance to use my (skills or specialized knowledge, e.g. languages, knowledge of computer, etc)…

In 20___ I was offered a chance to join (name of company) where there was an opportunity for me to gain more experience in…

I joined (name of company) in (date) as they offered an opportunity for advancement, being a much larger concern.

4.In the next section of the letter you have to explain your previous experience. Without elaborating too much you should stress your responsibilities and authority in the company/companies, projects you undertook, changes you effected, or schemes you introduced.

While I was at (name of company) I took responsibility for (title) and this meant I (description).

During my time at (name of company) I worked on several (description) schemes which were very successful as they meant (description)…

At (name of company) my duties included (description). This gave me more experience in (description) which was very valuable when I moved to (name of next company).

After two more years of management experience I joined (name of company).

5.All companies will want to know why you are applying for a particular position. Reasons you are applying mean explaining why you think your particular skills and experience would be valuable to the firm.

I am particularly interested in the position you offer as I know my previous experience and academic background would be valuable in this area of (engineering; teaching; designing, etc.).

I am sure I would be successful in this post as I have now gained the experience and skills that are required.

This position would require someone who has had extensive experience of (area of work) which I gained both academically and commercially at (college/university and companies).

6.Close. At the end of the letter, look forward to the interview and offer to supply more information if necessary.

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