- •Introduction
- •Unit 1 First impressions count!
- •Think quality
- •Paper quality
- •Paper size
- •Headed notepaper
- •Continuation sheets
- •Setting out your letter
- •Sender’s address / outside address
- •Inside address / receiver’s address / recipient’s address
- •Surname known
- •Job title known
- •Department known
- •Company known
- •Order of inside address
- •Attention line / ‘for the attention of’ line
- •Salutation / opening greeting
- •Body of thr letter
- •Complimentary close / complimentary ending
- •Signature
- •Sender’s name
- •Sender’s office or department
- •Type of company
- •Mary Raynor
- •Board of directors
- •Address
- •Registered number
- •Per pro
- •References / reference code
- •Job title
- •Enclosures
- •Despatch method
- •Private and confidential / classification line
- •Subject title / subject line
- •Copies / copies line
- •Postscripts
- •Common letter layouts
- •Fully blocked layout
- •John Smith
- •Semi-blocked layout
- •17Th May 2000
- •Quotation for extension at 42 Botlcy Close
- •John Smith
- •Fully indented layout
- •Quotation for extension at 42 Botley Close
- •John Smith
- •A few words about envelopes
- •Addressing envelopes
- •Kettering
- •Sender’s address addresses on the envelopes
- •Abbreviated forms on the envelope
- •Writing well length
- •Too long
- •Too short
- •The right length
- •Order and sequence
- •Unclear sequence
- •Clear sequence
- •Planning
- •First paragraph (introductory paragraph)
- •Courtesy
- •Idioms and colloquial language
- •Clarity
- •Abbreviations and initials
- •Numbers
- •Prepositions
- •Words to avoid foreign words
- •Ambiguous words
- •Vogue words
- •Titles, names and addresses
- •Unit 2 types of organizations
- •Organisational structure and communication
- •The purpose of organisation charts
- •Relationships in a business organisation
- •Rayco ltd
- •Unit 3 enquiry letters
- •Figure 19
- •Figure 21 Quotation of terms
- •Unit 5 follow-up and sales letters
- •Figure 23
- •Figure 24
- •Figure 25
- •Unit 6 orders and execution of orders
- •Figure 27 Order
- •Figure 28
- •Marking
- •Specimens of marks
- •Kent, clarke & co. Ltd
- •Figure 33 Advice of shipment to importer
- •Unit 8 letters of complaints
- •Unit 9 replies to complaints
- •Unit 10 overseas payments
- •Invoice
- •Figure 45
- •Bank draft
- •Bank transfer
- •Bill of exchange
- •Introductory paragraph (sender’s) address
- •Into English:
- •Hierarchy
- •Organization chart Rossomon plc
- •John sutton
- •Linda Gabbiadini
- •Padryg Burne
- •Unit 3 enquiry letters language practice
- •Unit 4 replies to enquiries language practice
- •Paper Products plc
- •16 Rushthorne Way, Bolton, Lancashire bl63 6sg
- •Unit 5 follow-up letters language practice
- •In stock out of stock under separate cover
- •Into effect (come into effect)
- •Unit 6 orders and execution of orders language practice
- •Inconvenience reference terms
- •In touch with in (your/our) favour of assistance
- •Unit 7 packing and despatch language practice
- •Packing
- •Goods and transport
- •International trade finance documents
- •In our/your own interest in due course on the way
- •In transit on arrival to the letter
- •Unit 8 letters of complaint language practice
- •In good time with the exception of on schedule
- •Issue passed reply
- •Unit 9 replies to complaints language practice
- •In advance up-to-date
- •Unit 10 overseas payments language practice
- •Talking about letters of credit
- •Importer
- •Importer’s bank
- •Barklays
- •Dispatch V., n.(dispatch method)
- •Receiver’s address
- •Recipient’s address
- •Unit 2
- •Unit 3
- •Unit 4
- •Unit 5
- •Unit 6
- •Unit 7
- •Unit 8
- •Unit 9
- •Unit 10
- •Post Office Giro (International Post Office Giro)
- •Postal order
- •Promissory note (p-note)
Clear sequence
Here is a better version of the same letter, in which the ideas and information are in a logical order.
Figure 14
Dear
Mr Jarry
We
are a chain of retail stores and are looking for an efficient
security system. You were recommended to us by our associates, DMS
(Wholesalers) Ltd, for whom you recently installed the Secure 18
alarm system.
We
need a system which would give us comprehensive protection against
robbery and shoplifting throughout all departments, and the Secure
15 featured in your current catalogue would appear to suit us.
However, it would be helpful if one of your representatives could
visit us so that we can discuss details of the available systems.
Initially
we would test the system we select in our main branch, and, if it
proves satisfactory, install it throughout our other branches. Our
choice would, of course, be influenced by a competitive quotation
and full guarantees for maintenance and service.
Please
reply as soon as possible as we would like to make a decision within
the next few months.
Yours
sincerely
Planning
The way to make sure you include the right amount of information, and in the right order, is by planning. Ask yourself what the purpose of the letter is, and what response you would like to receive. Note down everything you want to include before you start writing, then read your notes to check that you have included all the necessary information, that it is relevant, and that you have put it in the right order. Here, for example, is the plan for the letter Figure 11.
1st para. Acknowledge enquiry
2nd para. Enclose catalogue, price list
3rd para. Draw attention to watches suitable for Arrand, and latest designs
4th para. Mention guarantees and reputation
5th para. Encourage further contact
First paragraph (introductory paragraph)
The opening sentence or paragraph is important as it sets the tone of the letter and creates a first impression. Generally speaking, you would thank your correspondent for their letter (if replying to an enquiry), if necessary introduce yourself and your company, state the subject of the letter, and set out its purpose.
MIDDLE PARAGRAPH(S) (MAIN PARAGRAPH(S))
The main part of your letter will concern the points that need to be made, answers you wish to give, or questions you want to ask. This depends on the type of letter that you are writing. In the middle paragraphs, planning is most important to make sure your points are made clearly, fully, and in a logical sequence.
FINAL PARAGRAPH (CONCLUDING PARAGRAPH)
At the end of your letter, if it is a reply and you have not done so at the beginning, you should thank your correspondent for writing. If appropriate, encourage further enquiries or correspondence, mentioning that you look forward to hearing from him or her soon. You may want to restate, briefly, one or two of the most important points you made in the main part of your letter.
STYLE AND LANGUAGE
SIMPLICITY
Check that all the words you have used mean what you intend them to mean. Think carefully whether they will be understood by the reader, and whether they are suitable for the type of letter you are writing (not too informal and ‘slangy’, nor on the other hand too formal and pretentious). Avoid, if you can, jargon, clichés and repetition.
Writers of business letters, in particular, often fall into the trap of using formulaic or highfalutin expressions so as to create what they imagine is a suitably detached and business-like tone. However, many of these expressions are nowadays regarded as relics of a bygone age or just plain pompous. It is always better to err on the side of simplicity and clarity – don’t use twenty long words where three or four short ones will do.
Try to get your message across using plain English: most everyday words are as appropriate in formal contexts as in informal ones. More often than not, the more familiar word will do the job just as well.
In this letter, all the writer is trying to do is explain why he delayed paying his account but, because of the style, it is too long and is difficult to understand.
Figure 15
Dear
Sir/Madam I beg to acknowledge
receipt of your letter of the 15th inst. in connection with our not
clearing our account, which was outstanding as of the end of June. Please
accept our profuse apologies. We were unable to settle this matter
due to the sudden demise of Mr Noel, our Accountant, and as a result
were unaware of those accounts which were to be cleared. We now,
however, have managed to trace all our commitments and take pleasure
in enclosing our remittance for £2,120, which we trust will rectify
matters. We
hope that this unforeseen incident did not in any way inconvenience
you, nor lead you to believe that our not clearing our balance on
the due date was an intention on our part to delay payment.
We remain, yours, etc...
Here is a simpler version of the letter. Mr Aldine will be satisfied with it because it tells him – simply and clearly – what he wants to know. First, his customer uses his name. Second, he has apologized. Third, Mr Aldine knows hiss was not the only account that was not paid when due, and knows why. Finally, he has his cheque.
Figure 16
Dear
Mr Aldine
I am replying to your letter of 15 July asking us to clear our June
balance.
I apologize for not settling the account sooner, but due to the
unfortunate death of Mr Noel, our Accountant, there have been delays
in settling all of our outstanding balances.
Please find enclosed our cheque for £2,120, and accept our
apologies for any inconvenience.
Yours sincerely