English: First
Additional Language
NQF 2
English FAL NQF Level 2
Write to inform: Letters
Module 7
English FAL NQF Level 2
Overview
• Formal letters
• The structure of formal letters
• The language pillars of clear and correct formal
letters
• Letters of complaint
• Read a letter of complaint; Write a letter of complaint;
Reply to a letter of complaint
• Letters of enquiry and response to an enquiry
• Read a letter of enquiry and a reply to an enquiry; Write a
letter of enquiry; Reply to a letter of enquiry
English FAL NQF Level 2
Overview (continued)
• Language pillars:
• Register
• Literal and figurative language
• Concord
• Compound sentences
• Conjunctions
• Conjunctions and concord
• Collective nouns and concord
• Abbreviations
• Examination instruction words
English FAL NQF Level 2
Formal letters
Description
• are set out using a standard layout
• use polite, business-like language
• contain content and language which is simple, clear and
correct
English FAL NQF Level 2
Structure of formal letters
English FAL NQF Level 2
Learning activity 7.1
Module 7
Test your understanding of the layout of formal letters. Complete Learning activity 7.1
on page 102 of your Student’s Book.
English FAL NQF Level 2
Language pillars of formal letters
Register
Formal
Appropriate
No slang or colloquial language
Polite and factual
English FAL NQF Level 2
Concord, Conjunctions and
Abbreviations
Concord
means that a verb must always agree with the subject of
a sentence. If a subject is singular, the verb must be
singular.
If the subject is plural, the verb must be plural.
Language Tip
Singular Plural
means one means more than one
English FAL NQF Level 2
Concord, Conjunctions and
Abbreviations (continued)
Conjunctions
join words, sentences and ideas.
Abbreviations
are short forms of longer words or expressions.
For example, fab is the shortened form of fabulous.
English FAL NQF Level 2
Learning activity 7.2
Module 7
Can you use concord correctly? Complete Learning Activity 7.2 on page 104 of your
Student’s Book.
English FAL NQF Level 2
Learning activity 7.3
Module 7
Can you join sentences correctly? Complete Learning Activity 7.3 on page 104 of your
Student’s Book.
English FAL NQF Level 2
Learning activity 7.4
Module 7
Can you use abbreviations correctly? Complete Learning Activity 7.4 on page 105 of
your Student’s Book.
English FAL NQF Level 2
Different types of formal letters
Letters of complaint
• The best way to get the service or the products we
have paid for is to write a carefully worded letter of
complaint.
• Keep calm and write a letter of complaint!
English FAL NQF Level 2
Tips for writing effective letters
of complaint
• Letters of complaint must be:
• Concise
• Comprehensive
• Constructive
• Factual
• Friendly
English FAL NQF Level 2
Learning activity 7.5
Module 7
Read and answer questions on a letter of complaint by completing Learning activity 7.5
on page 108 of your Student’s Book.
English FAL NQF Level 2
Learning activity 7.6
Module 7
Write a letter of complaint. Refer to the instructions and apply the writing process.
Complete Learning activity 7.6 on page 108 of your Student’s Book.
English FAL NQF Level 2
Reply to a letter of complaint
English FAL NQF Level 2
Reply to a letter of complaint
Guidelines when writing in response
to a complaint
Investigate the complaint
Reply directly to the complainant
Apologise if the complaint is justified
Address each point of complaint
Explain what happened
Maintain goodwill. Be polite and professional.
English FAL NQF Level 2
Learning activity 7.7
Module 7
Read and discuss a letter written in response to a letter of complaint. Complete
Learning activity 7.7 on page 112 of your Student’s Book.
English FAL NQF Level 2
Learning activity 7.8
Module 7
Write a letter of reply to a complaint. Complete Learning activity 7.8 on page 112 of
your Student’s Book.
English FAL NQF Level 2
Different types of formal letters
Letter of enquiry
Letter in response to an enquiry
English FAL NQF Level 2
Learning activity 7.9
Module 7
Write a letter of enquiry. Complete Learning activity 7.9 on page 115 of your Student’s
Book.
English FAL NQF Level 2
Learning activity 7.10
Module 7
Write a letter in reply to an enquiry. Complete Learning activity 7.10 on page 115 of
your Student’s Book.
English FAL NQF Level 2
VIDEO: Write to inform (letters)
English FAL NQF Level 2
Summary of Module 7
Formal letters:
• are set out using a standard layout
• use polite, business-like language
• contain content and language that is simple, clear and correct.
Different types of formal letters:
• In a letter of enquiry, the writer asks for specific information from a person
or an organisation.
• In a reply to an enquiry, the writer answers specific questions.
• In a letter of complaint, writers explain why they are unhappy with goods or
services and provide details about what is wrong. The best letters of
complaint are assertive but polite.
Mathematics
• In a reply to NQF
a letterLevel 2
of complaint, the writer explains the result of an
investigation into a specific complaint and offers solutions.
English FAL NQF Level 2
Formative assessment
Module 7
Test your knowledge of Module 7 by completing the Formative assessment on page 116
of your Student’s Book.
English FAL NQF Level 2
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English FAL NQF Level 2
